JP2015072590A - Information processing device and information processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing device which prepares a suitable message for a terminal of a user who has contacted by telephone.SOLUTION: An information processing device includes: a reception means which receives a call originated from a terminal having identification information to other device and acquires the identification information; a preparing means which prepares a message addressed to the terminal based on the identification information acquired by the reception means and reservation information corresponding to the identification information; and a transmitting means which transmits the message prepared by the preparing means to the terminal based on the identification information.

Description

  The present invention relates to an information processing apparatus and an information processing method.

  Reservation reception at a store such as a restaurant may be performed by a server on a network such as the Internet. In addition, reservations received by stores or the like by restaurants or the like may be managed by a server on a network such as the Internet.

JP 2013-41066 A JP 2003-078624 A JP 2012-099991 A

  However, even when the reservation is accepted by the server, the user may contact a store such as a restaurant by telephone in order to confirm or change the reservation. There are also many users who make reservations for restaurants and the like by telephone.

  On the other hand, in stores such as restaurants, it may not be possible to answer calls that have been made to stores due to the congestion of the stores and business hours. In addition, since the number of telephone lines existing in the store is limited, it may not be connected even if a call is made. In a restaurant or the like, a loss of opportunity such as missed reservations may occur due to failure to answer the phone. However, in a store such as a restaurant, it is difficult from the viewpoint of cost and the like to prepare a clerk for answering the telephone and increase the number of telephone lines.

  An object of one embodiment of the present invention is to provide an information processing apparatus that creates an appropriate message for a terminal of a user who has contacted by telephone.

  The disclosed technology employs the following means in order to solve the above-described problems.

That is, the first aspect is
Receiving means for receiving a call transmitted from a terminal having identification information to another device, and acquiring the identification information;
Creating means for creating a message addressed to the terminal based on the identification information acquired by the receiving means and reservation information corresponding to the identification information;
Transmitting means for transmitting the message created by the creating means to the terminal based on the identification information;
An information processing apparatus comprising:

An aspect of the disclosure may be realized by executing a program by an information processing device. That is, the disclosed configuration can be specified as a program for causing the information processing apparatus to execute the processing executed by each unit in the above-described aspect, or a computer-readable recording medium on which the program is recorded. Further, the disclosed configuration may be specified by a method in which the information processing apparatus executes the process executed by each of the above-described units. The configuration of the disclosure may be specified as a system including an information processing apparatus that performs the processing executed by each of the above-described units.

  According to one embodiment of the present invention, it is possible to provide an information processing apparatus that creates an appropriate message for a terminal of a user who has contacted by telephone.

FIG. 1 is a diagram illustrating a configuration example of a system according to the first embodiment. FIG. 2 is a diagram illustrating a configuration example of the information processing apparatus. FIG. 3 is a diagram illustrating an example (1/3) of the operation flow of the information processing apparatus 100. FIG. 4 is a diagram illustrating an example (2/3) of the operation flow of the information processing apparatus 100. FIG. 5 is a diagram illustrating an example (3/3) of the operation flow of the information processing apparatus 100. FIG. 6 is a diagram illustrating an example of a customer information table. FIG. 7 is a diagram illustrating an example of a reservation information table. FIG. 8 is a diagram illustrating an example of a web page address table. FIG. 9 is a diagram illustrating an example of a reservation guidance message. FIG. 10 is a diagram illustrating an example of a reservation history information table. FIG. 11 is a diagram illustrating an example of a reservation guidance message based on the usage history. FIG. 12 is a diagram illustrating an example of a reservation guidance message based on the usage history. FIG. 13 is a diagram illustrating an example of a reservation change message. FIG. 14 is a diagram illustrating a configuration example of a system according to the second embodiment. FIG. 15 is a diagram illustrating an example of an operation flow of the first information processing apparatus. FIG. 16 is a diagram illustrating an example (1/2) of the operation flow of the second information processing apparatus. FIG. 17 is a diagram illustrating an example (2/2) of the operation flow of the second information processing apparatus.

  Hereinafter, embodiments will be described with reference to the drawings. The configuration of the embodiment is an exemplification, and the disclosed configuration is not limited to the specific configuration of the disclosed embodiment. In implementing the disclosed configuration, a specific configuration according to the embodiment may be appropriately employed.

Embodiment 1
(Configuration example)
FIG. 1 is a diagram illustrating a configuration example of a system according to the present embodiment. 1 includes an information processing apparatus 100, a terminal 200, a telephone 300, an information processing apparatus 350, a network 400, a public line network 500, and an exchange 800. The information processing apparatus 100 relays a call addressed to the telephone set 300 from the terminal 200. When the telephone set 300 does not answer the call from the terminal 200, the information processing apparatus 100 extracts the telephone number of the terminal 200 from the information included in the call. The information processing apparatus 100 confirms the reservation status of the user of the terminal 200 based on the extracted telephone number. The information processing apparatus 100 creates a message based on the reservation status. The information processing apparatus 100 transmits the created message to the terminal 200 based on the extracted telephone number.

The information processing apparatus 100 is connected to a network 400 such as the Internet and a public telephone line network 500. The information processing apparatus 100 can make a call (call) to any telephone connected to the public telephone network 500. Further, the information processing apparatus 100 can transfer a call received to the telephone number assigned to the information processing apparatus 100 to another telephone (for example, the telephone 300). The information processing apparatus 100 can acquire the caller telephone number of the incoming call by the caller telephone number notification function. The information processing apparatus 100 can transmit a message addressed to an arbitrary telephone number to a terminal in which the telephone number is set. The information processing apparatus 100 can transmit a message (short message) by, for example, SMS (Short Message Service). SMS is a service in which a message is delivered to a terminal to which the telephone number is set by transmitting a message with the telephone number as a destination. The telephone number is an example of identification information. The SMS is transmitted / received via the public telephone line network 500.

  The information processing apparatus 100 may be connected to the public telephone line network 500 via the network 400 and the exchange 800 that connects the network 400 and the public telephone line network 500 without being directly connected to the public telephone line network 500. .

The information processing apparatus 100 has a function as a CTI (Computer Telephony Integration) server. CTI is a technology that links computers and telephones. The CTI server is a server that provides a function that supports cooperation between a telephone and a computer. Call transfer, caller telephone number acquisition, and the like may be implemented by a CTI server.

  The information processing apparatus 100 may function as a web server having a reservation reception function. A web server having a reservation reception function receives a reservation for use of a store such as a restaurant. A web server having a reservation reception function acquires, for example, a customer ID, a telephone number, a use date and time, a use menu, and the like of a user who has accessed, and receives a reservation for use of a store such as a restaurant. Information acquired by a web server having a reservation reception function is stored in various tables, for example. The web server holds data accessible from the outside via the network 400. The data held by the web server is, for example, data specified by a URL of a web page or file. The data held by the web server may be a web page that accepts reservations for restaurants and the like, a web page that accepts changes to reservations, and the like. The function as a web server having a reservation reception function may be provided not by the information processing apparatus 100 but by another information processing apparatus connected to the network 400.

  A user can make a reservation for the use of a store such as a restaurant by connecting to a web server having a reservation receiving function from the information processing device, the terminal 200, or the like. In addition, even if a restaurant or the like accepts a reservation received from a user over the phone or in a store, a restaurant or the like (such as an employee) accesses a web server having a reservation acceptance function and registers it as a reservation. Good.

The information processing apparatus 100 can be realized using a general-purpose computer such as a personal computer (PC) or a dedicated computer such as a server machine, or an electronic device equipped with the computer.

  FIG. 2 is a diagram illustrating a hardware configuration example of the information processing apparatus. The information processing apparatus 100 in FIG. 2 includes a processor 102, a memory 104, a storage unit 106, an input unit 108, an output unit 110, and a communication unit 112. The memory 104 and the storage unit 106 are computer-readable recording media.

  In the information processing apparatus 100, the processor 102 loads the program stored in the recording medium into the work area of the memory 104 and executes the program, and the peripheral device is controlled through the execution of the program. Can be realized.

The processor 102 is, for example, a CPU (Central Processing Unit) or a DSP (Digital
Signal Processor).

  The memory 104 includes, for example, a RAM (Random Access Memory) and a ROM (Read Only Memory). The memory 104 is also called a main storage device.

The storage unit 106 is, for example, an EPROM (Erasable Programmable ROM) or a hard disk drive (HDD, Hard Disk Drive). The storage unit 106 may include a removable medium, that is, a portable recording medium. The removable media is, for example, a USB (Universal Serial Bus) memory or a disc recording medium such as a CD (Compact Disc) or a DVD (Digital Versatile Disc). The storage unit 106 is also called a secondary storage device.

  The storage unit 106 stores various programs, various data, and various tables in a recording medium in a readable and writable manner. The storage unit 106 stores an operating system (OS), various programs, various tables, and the like. Information stored in the storage unit 106 may be stored in the memory 104. Information stored in the memory 104 may be stored in the storage unit 106.

  The operating system is software that mediates software and hardware, manages memory space, manages files, manages processes and tasks, and the like. The operating system includes a communication interface. The communication interface is a program for exchanging data with other external devices connected via the communication unit. Examples of the external device include other information processing devices and external storage devices.

  The communication unit 112 is, for example, a LAN (Local Area Network) interface board or a wireless communication circuit for wireless communication. Communication unit 112 includes a communication circuit for telephone communication. The LAN interface board and the wireless communication circuit are connected to a network 400 such as the Internet. A communication circuit for telephone communication is connected to the public telephone line network 500. The communication unit 112 communicates with the terminal 200, the telephone 300, other information processing apparatuses, and the like via the network 400 and the public telephone line network 500.

The peripheral device includes an input unit 108 and an output unit 110 in addition to the storage unit 106 and the communication unit 112 described above. The input unit 108 includes a keyboard, a pointing device, a wireless remote controller, a touch panel, and the like. The input unit 108 may include a video / image input device such as a camera, and an audio input device such as a microphone. The output unit 110 includes a CRT (Cathode Ray Tube) display, an LCD (Liquid Crystal Display), and a PDP (Plasma
Display devices such as Display Panel) and EL (Electroluminescence) panels, printers and the like are included. The output unit 110 may include an audio output device such as a speaker.

  The terminal 200 has a network connection function for browsing web pages and sending / receiving e-mails via a network 400 such as the Internet. The terminal 200 has a telephone communication function for performing a voice call, and can make a call to another telephone connected to the public telephone line network 500. The terminal 200 can make a telephone call with another telephone through the public telephone line network 500. Further, the terminal 200 can transmit and receive a short message whose destination is a telephone number. The terminal 200, the network 400, and the public telephone line network 500 may be wired or wirelessly connected.

  The terminal 200 has a function as a client terminal and a function as a telephone for performing a voice call via the public telephone line network 500. A device having a function as a client terminal and a device having a function as a telephone may exist separately.

The terminal 200 may be connected to the public telephone line network 500 via the network 400 and the exchange 800 that connects the network 400 and the public telephone line network 500 without being directly connected to the public telephone line network 500.

  The terminal 200 can be realized using a dedicated or general-purpose computer such as a PC, a smartphone, a mobile phone, a tablet terminal, or a car navigation device, or an electronic device equipped with a computer.

  The telephone 300 is connected to the public telephone line network 500 and can receive calls from other telephones (incoming calls). The telephone 300 can make telephone calls with other telephones via the public telephone line network 500. The telephone 300 is installed, for example, in a store such as a restaurant (hereinafter also simply referred to as a store). Stores such as restaurants include various facilities. Here, it is assumed that the telephone 300 can receive a call from the user terminal 200 via the information processing apparatus 100.

  The information processing device 350 is connected to the network 400. The information processing apparatus 350 is installed in a store such as a restaurant where the telephone 300 is installed, for example. The information processing apparatus 250 may be integrated with the telephone 300. The hardware configuration of the information processing device 350 is the same as the hardware configuration example of the information processing device of FIG.

  The public telephone line network 500 includes a plurality of telephone communication networks provided by different communication carriers. The public telephone line network 500 may include a mobile communication network.

  The exchange 800 connects the network 400 and the public telephone line network 500. The exchange 800 can transfer a call from a device or the like connected to the public telephone network 500 to a device or the like connected to the network 400. Further, the exchange 800 can transfer a call from a device connected to the network 400 to a device connected to the public telephone line network 500.

  Each unit of the information processing apparatus 100 can be realized as a hardware component, a software component, or a combination thereof.

The hardware component is a hardware circuit, for example, an FPGA (Field Programmable Gate Array), an application specific integrated circuit (ASIC), a gate array, a combination of logic gates, an analog circuit, or the like.

  The software component is a component that realizes predetermined processing as software. The components of software are not a concept that limits the language, development environment, etc. for realizing software.

  The step of describing the program includes processes that are executed in parallel or individually even if they are not necessarily processed in time series, as well as processes that are executed in time series in the described order.

(Operation example)
An operation example of the information processing apparatus 100 will be described. Here, it is assumed that the store is a restaurant store unless otherwise specified. In addition, it is assumed that the user of the terminal 200 can make a reservation for the use of the restaurant by using the reservation reception function of the website.

3, 4, and 5 are diagrams illustrating an example of an operation flow of the information processing apparatus 100. “A” and “B” in FIG. 3 are connected to “A” and “B” in FIG. 4, respectively. “C” in FIG.
Connect to "C" in FIG.

  In step S101, the information processing apparatus 100 receives a call addressed to the telephone 300 (addressed to the store) from the terminal 200 via the public telephone line network 500 and the communication unit 112. A user of the terminal 200 uses the terminal 200 to make a call to the telephone 300 in the store for the purpose of confirming reservations in the store, for example.

  When the user terminal 200 makes a call to the telephone 300, the user terminal 200 makes a call to the telephone number transferred from the information processing apparatus 100 to the telephone 300. In other words, it is assumed that the telephone number transferred from the information processing apparatus 100 to the telephone 300 is notified to the user or the like as the telephone 300 number. Therefore, here, it is assumed that a call to the telephone 300 passes through the information processing apparatus 100.

  In step S102, the information processing apparatus 100 receives a call addressed to the telephone 300 from the terminal 200, and then transfers the call to the telephone 300 in the store. As a result, a ringing tone sounds on the telephone 300 in the store.

  In step S103, the information processing apparatus 100 confirms whether or not the store telephone 300 has answered the call transferred to the store telephone 300. In the store, when no one answers the phone 300 of the store in response to the ringing tone due to busyness or outside business hours (S103; NO), the process proceeds to step S104. In the store, when an employee or the like responds to the phone 300 of the store (answers the phone) in response to the ringing tone (S103; YES), the process proceeds to step S121.

  In step S104, the information processing apparatus 100 extracts the caller telephone number (identification information) of the call transferred to the telephone 300 in step S102. The caller telephone number is the telephone number (identification information) of the terminal 200. The information processing apparatus 100 stores the extracted caller telephone number in the memory 104.

  In step S105, the information processing apparatus 100 searches for a customer ID corresponding to the telephone number from the customer information table T100 using the telephone number extracted in step S104 as a search key. When the customer ID corresponding to the telephone number exists in the customer information table T100 (S105; YES), the process proceeds to step S107. When the customer ID corresponding to the telephone number does not exist in the customer information table T100 (S105; NO), the process proceeds to step S106.

  FIG. 6 is a diagram illustrating an example of a customer information table. In the customer information table T100 of FIG. 6, the customer ID, name, and telephone number are stored in association with each customer. The customer information table T100 may include other information. The customer information table T100 is stored in the storage unit 106. Customer information table T100 may be stored in an external device. The customer information table T100 stores, for example, information on users who have used the store in the past and users who have reserved the use of the store.

In step S <b> 106, the information processing apparatus 100 creates a reservation guide message for the user who has called the store. When the customer ID corresponding to the telephone number does not exist in the customer information table T100 (S105; NO), the information processing apparatus 100 does not have information regarding the user of the terminal 200 except for the telephone number. Here, the information processing apparatus 100 predicts that the user of the terminal 200 was going to make a reservation for today's use, and the user of the terminal 200 including today's store availability and the URL of the reservation reception page. Create a reservation message for the destination. The availability of the store for today is created based on the reservation information table T200. The URL of the reservation reception page is the URL of the reservation reception page in a web server having a reservation reception function. The user who has received the message can make a reservation for the use of the store by accessing the reservation reception page of the URL. The URL of the reservation reception page is stored in the web page address table T300, for example. The created reservation guidance message is stored in the memory 104.

  FIG. 7 is a diagram illustrating an example of a reservation information table. In the reservation information table T200 of FIG. 7, for each reservation, a customer ID, a reservation date, the number of reservations, and a menu are stored in association with each other. The reservation information table T200 includes store reservation information. The reservation information table T200 may include other information. The reservation information table T200 is stored in the storage unit 106. The reservation information table T200 may be stored in an external device.

  FIG. 8 is a diagram illustrating an example of a web page address table. The web page address table T300 in FIG. 8 stores the address (URL) of the reservation acceptance page and the reservation change page. The web page address table T300 is stored in the storage unit 106, for example.

  FIG. 9 is a diagram illustrating an example of a reservation guidance message. The reservation guide message in FIG. 9 includes today's vacancy status in the restaurant XYZ (store name) and the address of the reservation reception page.

  In step S107, the information processing apparatus 100 extracts the customer ID corresponding to the telephone number searched in step S105 from the customer information table T100. The information processing apparatus 100 searches for reservation information corresponding to the customer ID from the reservation information table T200 using the extracted customer ID as a search key. When reservation information corresponding to the customer ID exists in the reservation information table T200 (S107; YES), the process proceeds to step S109. If there is no reservation information corresponding to the customer ID in the reservation information table T200 (S107; NO), the process proceeds to step S108. The reservation information corresponding to the customer ID is reservation information corresponding to the telephone number searched in step S105.

  In step S108, the information processing apparatus 100 searches the reservation history information table T400 using the customer ID extracted in step S106 as a search key. Here, the information processing apparatus 100 predicts that the user of the terminal 200 has made a call to make a reservation for the use of the store. The reservation history information table T400 includes past use history of stores for each customer. The information processing apparatus 100 creates a reservation guide message addressed to the user of the terminal 200 based on the customer usage history corresponding to the customer ID. The reservation guide message includes the URL of the reservation reception page. Further, since the customer ID is known, the URL may include information on the customer ID. In addition, the reservation guidance message includes information on the availability of the store according to the usage history.

  FIG. 10 is a diagram illustrating an example of a reservation history information table. In the reservation history information table T400 of FIG. 10, the use date and time, the number of reservations, and the menu are stored in association with each customer (customer ID). The reservation history information table T400 includes past reservation history (use history) information for each customer. The reservation history information table T400 may include other information. The reservation history information table T400 is stored in the storage unit 106. The reservation history information table T400 may be stored in an external device.

FIG. 11 is a diagram illustrating an example of a reservation guidance message based on the usage history. The reservation guidance message based on the usage history in FIG. 11 includes the availability of Fridays in the restaurant XYZ and the address of the reservation reception page. Here, the information processing apparatus 100 creates, for example, a reservation guidance message including a reservation status on Friday for a user who frequently uses Friday. A user who frequently uses a specific day of the week (for example, Friday) refers to, for example, a user whose ratio of a specific day of the week (for example, Friday) exceeds a predetermined value in the usage history of the user.

  Further, the information processing apparatus 100 may create a message including a reservation status in the specific time zone for a user who frequently uses the specific time zone. A user who frequently uses a specific time zone refers to, for example, a user whose percentage of a specific time zone exceeds a predetermined value in the usage history of the user (customer).

  FIG. 12 is a diagram illustrating an example of a reservation guidance message based on the usage history. The reservation guidance message based on the usage history in FIG. 12 includes the availability at 18:00 in the restaurant XYZ and the address of the reservation reception page. Here, the information processing apparatus 100 creates, for example, a reservation guidance message including a reservation status at 18:00 for a user who frequently uses 18:00.

  The information processing apparatus 100 may create a message including guidance on a special plan, incentive, etc. for a user who uses a large number of times. A user who frequently uses the user means, for example, a user whose usage frequency in a predetermined period exceeds a predetermined value in the usage history of the user (customer). The information processing apparatus 100 can further promote the use of the store to the user by providing guidance on special plans, incentives, and the like. In addition, the customer information table T100 includes information such as customers with high sales contributions and special customers. Special plans and incentives are provided for customers corresponding to customers with high sales contributions and special customers. A message including guidance such as the above may be created.

  Further, the reservation history information table T400 may include information on the position of the seat (table) in the store. At this time, a message including the reservation status of the specific seat may be created for a user who frequently uses the specific seat. A user who frequently uses a specific seat means, for example, a user whose usage ratio of a specific seat exceeds a predetermined value in the usage history of the user.

  Further, for example, the store may be a beauty salon, and the reservation history information table T400 may include the name of the beautician in charge. At this time, a message including the reservation status of the specific beautician may be created for a user who uses the specific beautician frequently. A user who uses a specific hairdresser frequently means, for example, a user whose usage rate of a specific hairdresser exceeds a predetermined value in the usage history of the user. In addition, a message including information based on menus, plans, and the like that the user has used in the past may be created.

  Further, when creating the message including the availability, the information processing apparatus 100 calculates a past time slot (day of week or time zone) with a high vacancy rate from the reservation history information table T400, A message including the availability may be created giving priority to the band. It is possible to improve the turnover rate of a store by providing information on a time slot with a high vacancy rate and acquiring a reservation.

In step S109, the information processing apparatus 100 creates a reservation change guidance message. Here, the information processing apparatus 100 predicts that the user of the terminal 200 has called in order to change the reservation for use of the store. The information processing apparatus 100 extracts reservation information corresponding to the customer ID extracted in step S105 from the reservation information table T200. The information processing apparatus 100 creates a reservation change message addressed to the user of the terminal 200 based on the customer reservation information corresponding to the customer ID. The reservation change message includes reservation information and the URL of the reservation change page. Further, since the customer ID is known, the URL may include information on the customer ID. By including the customer ID information, when the URL is accessed, for example, the customer's reservation information page can be quickly displayed on a web server having a connection destination reservation reception function.

  FIG. 13 is a diagram illustrating an example of a reservation change message. The reservation change message in FIG. 13 includes the reservation status (reservation date and time) of the customer in the restaurant XYZ and the address of the reservation change page. Further, since the customer ID is known, the address may include the customer ID information. Here, for example, the information processing apparatus 100 may extract the customer's name from the customer information table T100 using the customer ID as a search key, and include the name in the reservation change message.

  When a store can be reserved using a website (reservation site) having a plurality of reservation reception functions, information on the website (reservation site information) may be stored in the reservation information table T200. At this time, the information processing apparatus 100 may use the URL of the reservation change page as the URL of the reservation site used by the user.

  In step S110, the information processing apparatus 100 transmits the message created in step S106, step S108, or step S109 as a message (short message) addressed to the telephone number of the user's terminal 200. The message is transmitted to the terminal 200 via the public telephone network 500.

  The user of the terminal 200 that has received the message can easily make a reservation or change the reservation by referring to the information included in the message and accessing the web page indicated by the URL included in the message. In addition, the user of the terminal 200 can make a reservation or not make a reservation by referring to the reservation status included in the message before the reservation.

  On the other hand, in step S121, the information processing apparatus 100 extracts the caller telephone number (identification information) of the call transferred to the telephone 300 in step S102. The caller telephone number is the telephone number (identification information) of the terminal 200. The information processing apparatus 100 stores the extracted caller telephone number in the memory 104.

  In step S122, the information processing apparatus 100 searches for a customer ID corresponding to the telephone number from the customer information table T100 using the telephone number extracted in step S121 as a search key. When the customer ID corresponding to the telephone number exists in the customer information table T100 (S122; YES), the process proceeds to step S124. When the customer ID corresponding to the telephone number does not exist in the customer information table T100 (S122; NO), the process proceeds to step S123.

  In step S123, the information processing apparatus 100 creates a reservation guide message for the user who has called the store. When the customer ID corresponding to the telephone number does not exist in the customer information table T100 (S122; NO), the information processing apparatus 100 does not have information regarding the user of the terminal 200 except for the telephone number. Here, the information processing apparatus 100 creates a reservation guidance message for the user of the terminal 200, including the availability of the store of today, assuming that the user of the terminal 200 is going to make a reservation for today's use. To do. The availability of the store for today is created based on the reservation information table T200. The created reservation guidance message is stored in the memory 104.

In step S124, the information processing apparatus 100 extracts the customer ID corresponding to the telephone number searched in step S122 from the customer information table T100. The information processing apparatus 100 searches for reservation information corresponding to the customer ID from the reservation information table T200 using the extracted customer ID as a search key. When reservation information corresponding to the customer ID exists in the reservation information table T200 (S124; YES), the process proceeds to step S126. When the reservation information corresponding to the customer ID does not exist in the reservation information table T200 (S124; NO), the process proceeds to step S125.

  In step S125, the information processing apparatus 100 searches the reservation history information table T400 using the customer ID extracted in step S124 as a search key. Here, the information processing apparatus 100 predicts that the user of the terminal 200 has made a call to make a reservation for the use of the store. The reservation history information table T400 includes past use history of stores for each customer. The information processing apparatus 100 creates a reservation guide message addressed to the user of the terminal 200 based on the customer usage history corresponding to the customer ID. The reservation guidance message includes information on the availability of the store according to the usage history.

  In step S126, the information processing apparatus 100 creates a reservation change guidance message. Here, the information processing apparatus 100 predicts that the user of the terminal 200 has called in order to change the reservation for use of the store. The information processing apparatus 100 extracts reservation information corresponding to the customer ID extracted in step S124 from the reservation information table T200. The information processing apparatus 100 creates a reservation change message addressed to the user of the terminal 200 based on the customer reservation information corresponding to the customer ID. The reservation change message includes reservation information.

  In step S127, the information processing apparatus 100 transmits the message created in step S123, step S125, or step S126 to the information processing apparatus 350 in the store. The store information processing device 350 displays the message transmitted from the information processing device 100 on the display device. A store employee who responds to a telephone call from a customer can respond to the customer while viewing a message about a reservation displayed on the display device by the information processing device 350. The message displayed on the display device is a message according to the reservation status (state) of the customer.

  Here, it has been described that other information is extracted using the customer ID as a search key. However, information such as a user's name may be extracted using a telephone number as a search key. A telephone number may be used as a customer ID.

(Modification)
In the above example, the customer information table T100 includes a customer ID, a name, and a telephone number. However, the customer information table T100 may have user identification information of communication means by software or hardware. Further, when transmitting the message, the information processing apparatus 100 may acquire the user identification information of the communication means using software or hardware based on the customer ID and transmit the message using the communication means using software or hardware. Good. For example, the customer information table T100 may include an e-mail address, FAX number, and online service account information. Further, when the information processing apparatus 100 transmits a message, the information processing apparatus 100 obtains an e-mail address, a FAX number, and account information of an online service based on the customer ID, and sends the message using an e-mail, FAX, and online service message function. You may send it. Accordingly, if there is an e-mail address or the like associated with the customer ID (or telephone number), the information processing apparatus 100 can transmit a message by e-mail or the like.

(Operation and Effect of Embodiment 1)
When the information processing apparatus 100 receives a call addressed to the telephone set 300 from the terminal 200, the information processing apparatus 100 transfers the call to the telephone set 300. When the telephone set 300 does not answer the call from the terminal 200, the information processing apparatus 100 extracts the telephone number of the terminal 200 from the information included in the call. Based on the extracted telephone number, the information processing apparatus 100 confirms customer information of the user of the terminal 200, reservation status, and the like from various tables. The information processing apparatus 100 creates a message based on customer information, reservation status, and the like. The information processing apparatus 100 transmits the created message to the terminal 200 based on the extracted telephone number. If the information processing apparatus 100 acquires the telephone number of the user's terminal 200 by using SMS, the information processing apparatus 100 can transmit a message to the user's terminal 200.

  The information processing apparatus 100 transfers a call addressed to the telephone set 300 from the terminal 200, and if the telephone set 300 does not respond to the call from the terminal 200, the information processing apparatus 100 sends a message for guiding the terminal 200 to a reservation for using the store. Send.

  The information processing apparatus 100 includes, in a message, information appropriate for the customer based on the past usage history, and transmits the message to the customer who has used the store in the past but does not have a reservation at present. Can do. Thereby, the probability that the customer makes a reservation for the use of the store can be increased.

  When a call from a user who has already reserved the use of a store such as a restaurant is in the store, the user's requirement may be, for example, a reservation change inquiry. Therefore, the information processing terminal 100 transmits a message including the URL of the reservation change web page to the user terminal 200. At this time, the information processing terminal 100 may transmit a message including a URL indicating the location (location) of the store to the user terminal 200. This is because the user's requirement may be an inquiry about the location of the store.

  According to the system of the first embodiment, the store user can easily know the URL to be accessed even when the store user is not connected to the phone. The information processing apparatus 100 transmits a message according to the reservation status of the user to the user's terminal 200 even when a restaurant or other store cannot answer the call from the user (customer). Can do. The information processing apparatus 100 uses the telephone number (identification information) of the terminal 200 and information associated with the telephone number of the information processing apparatus 100 to provide appropriate information to the user of the terminal 200. Can be sent.

  In the system according to the first embodiment, when a store employee or the like makes a call, a message can be displayed on the display device of the information processing device 350 in the store according to the reservation status of the customer who made the call. . Thereby, the employee of a store etc. can grasp the reservation situation of the customer who made a call, and can appropriately respond to the customer.

[Embodiment 2]
Next, Embodiment 2 will be described. The second embodiment has common points with the first embodiment. Therefore, differences will be mainly described, and description of common points will be omitted.

  FIG. 14 is a diagram illustrating a configuration example of a system according to the present embodiment. 14 includes a first information processing device 600, a second information processing device 700, a terminal 200, a telephone 300, an information processing device 350, a network 400, a public telephone line network 500, and an exchange 800. The first information processing apparatus 600 relays a call addressed to the telephone set 300 from the terminal 200. When the telephone set 300 does not answer the call from the terminal 200, the first information processing apparatus 600 extracts the telephone number of the terminal 200 from the information included in the call and notifies the second information processing apparatus 700. The second information processing apparatus 700 confirms the reservation status of the user of the terminal 200 based on the notified telephone number. The second information processing device 700 creates a message based on the reservation status and transmits it to the first information processing device 600. The first information processing device 600 transmits the message created by the second information processing device 700 to the terminal 200 based on the extracted telephone number.

  In the second embodiment, the functions of the information processing apparatus 100 in the first embodiment are shared by the first information processing apparatus 600 and the second information processing apparatus 700. The configurations of the first information processing apparatus 600 and the second information processing apparatus 700 are the same as those of the information processing apparatus 100 in the first embodiment. However, since the second information processing apparatus 700 does not have to be connected to the public telephone line network 500, the second information processing apparatus 700 may not have a communication interface for connecting to the small public communication line network 500. The first information processing apparatus 600 and the second information processing apparatus 700 are communicably connected via the network 400.

  The first information processing apparatus 600 is not directly connected to the public telephone line network 500 but is connected to the public telephone line network 500 via the network 400 and the exchange 800 that connects the network 400 and the public telephone line network 500. May be.

(Operation example)
FIG. 15 is a diagram illustrating an example of an operation flow of the first information processing apparatus. The operation of the first information processing apparatus 600 has common points with the information processing apparatus 100 of the first embodiment. Here, the difference will be mainly described.

  In step S201, the first information processing apparatus 600 receives a call addressed to the telephone 300 (addressed to the store) from the terminal 200 via the public telephone network 500 and the communication unit 112. A user of the terminal 200 uses the terminal 200 to make a call to the telephone 300 in the store for the purpose of confirming reservations in the store, for example. This operation is the same as step S101 of the first embodiment.

  Steps S202 to S204 are the same as steps S102 to S104 of the first embodiment.

  In step S205, the first information processing apparatus 600 obtains information indicating that the caller telephone number (phone number of the terminal 200) extracted in step S204 and the telephone 300 of the store in step S203 did not respond to the second information processing apparatus. To 700. In the second information processing apparatus 700, a message addressed to the terminal 200 is created based on the telephone number.

  In step S206, the first information processing apparatus 600 receives a message addressed to the terminal 200 and a message transmission instruction from the second information processing apparatus 700.

  In step S207, the first information processing apparatus 600 transmits the message created by the second information processing apparatus 700 as a message (short message) addressed to the telephone number of the user's terminal 200. The message is transmitted to the terminal 200 via the public telephone network 500.

  Step S211 is the same as step S104 of the first embodiment.

  In step S212, the first information processing apparatus 600 obtains information indicating that the caller telephone number (the telephone number of the terminal 200) extracted in step S204 and the store telephone 300 in step S203 responded, and the second information processing apparatus 700. Send to. In the second information processing device 700, a message displayed by the information processing device 350 is created based on the telephone number.

  16 and 17 are diagrams illustrating an example of an operation flow of the second information processing apparatus. The operation of the second information processing apparatus 700 has common points with the information processing apparatus 100 of the first embodiment. Here, the difference will be mainly described. “D” in FIG. 16 is connected to “D” in FIG.

  In step S <b> 301, the second information processing apparatus 700 acquires information about whether the telephone number (identification information) of the terminal 200 and the telephone 300 in the store have responded from the first information processing apparatus 600. The acquired identification information is stored in the memory of the second information processing apparatus, for example.

  In step S <b> 302, the second information processing apparatus 700 determines whether the store telephone 300 has responded based on information from the first information processing apparatus 600. When the store telephone 300 responds (S302; YES), the process proceeds to step S321. If the store telephone does not respond (S302; NO), the process proceeds to step S303.

  Steps S303 to S307 are the same as steps S105 to S109 of the first embodiment.

  In step S308, the second information processing apparatus 700 transmits the message created in step S304, step S306, or step S307 as a message (short message) addressed to the telephone number of the user's terminal 200. The first information processing apparatus 600 is instructed.

  Steps S321 to S327 are the same as steps S121 to S127 of the first embodiment.

  The store information processing device 350 displays the message transmitted from the second information processing device 700 on the display device. A store employee who responds to a telephone call from a customer can respond to the customer while viewing a message about a reservation displayed on the display device by the information processing device 350. The message displayed on the display device is a message according to the reservation status (state) of the customer.

(Operation and Effect of Embodiment 2)
In the second embodiment, by creating a message in the second information processing apparatus 700, the load on the first information processing apparatus 600 can be reduced. Further, the first information processing apparatus 600 does not handle the information of the user of the terminal 200 except for the telephone number of the terminal 200. Accordingly, since the first information processing apparatus 600 does not handle the information of the user of the terminal 200, the safety of information management is improved.

  The second information processing apparatus 200 may operate as a web server having a reservation reception function. Since the second information processing apparatus 200 operates as a web server having a reservation receiving function, information related to the reservation can be concentrated on the second information processing apparatus 200.

  The above embodiments can be implemented by combining them as much as possible.

10 system
20 System 100 Information processing apparatus 102 Processor 104 Memory 106 Storage section 108 Input section 110 Output section 112 Communication section 200 Terminal 300 Telephone 350 Information processing apparatus 400 Network 500 Public telephone line network 600 First information processing apparatus 700 Second information processing apparatus 800 Exchange T100 Customer information table T200 Reservation information table T300 Web page address table T400 Reservation history information table

Claims (6)

Receiving means for receiving a call transmitted from a terminal having identification information to another device, and acquiring the identification information;
Creating means for creating a message addressed to the terminal based on the identification information acquired by the receiving means and reservation information corresponding to the identification information;
Transmitting means for transmitting the message created by the creating means to the terminal based on the identification information;
An information processing apparatus comprising: The creating means creates the message including at least a part of the reservation information;
The information processing apparatus according to claim 1. The creating means creates the message including a reservation change guide for the reservation information;
The information processing apparatus according to claim 1 or 2. The creation means creates the message including a reservation acceptance guide based on the reservation history information corresponding to the identification information when there is no reservation information corresponding to the identification information.
The information processing apparatus according to any one of claims 1 to 3. Information processing device
Receiving a call originating from a terminal having identification information to another device, obtaining the identification information;
Based on the acquired identification information and reservation information corresponding to the identification information, create a message addressed to the terminal,
Transmitting the created message to the terminal based on the identification information;
Information processing method. Obtaining means for obtaining identification information of a terminal that sends a call to another device;
Creating means for creating a message addressed to the terminal based on the identification information acquired by the receiving means and reservation information corresponding to the identification information;
Transmission instruction means for instructing transmission of the message created by the creation means to the terminal based on the identification information;
An information processing apparatus comprising:

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