JP2018036733A - Communication control device, communication control method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To allow for an appropriate approach to a customer.SOLUTION: A call server 130 as a communication control device connected to a plurality of operator terminals 150 and a call terminal 100 comprises a display control section 132 and an appointment control section 133. The display control section 132 comprises a first reception processing section for receiving first operation information based on screen information of a first application displayed on the call terminal 100. The appointment control section 133 comprises: a connection request prediction section for predicting a possibility of a connection request from the call terminal 100 to the call server 130 relating to the first operation information; and a connection schedule information setting section for setting connection schedule information indicating that connection between the call terminal 100 and at least one operator terminal 150 is scheduled in a customer information table 143 as a first storage section when the connection request to the call server 130 is predicted.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a communication control device, a communication control method, and a program.

  With the spread of the omni-channel concept, there is a growing demand for direct calls with call center operators from smartphones and other applications. Omni-channel is an idea and strategy to connect with customers everywhere, regardless of store, event, Internet, mobile, etc., and approach customers by linking multiple channels. .

  Conventionally, a call center reception method via the Internet has been proposed (for example, see Patent Document 1). In the technique described in Patent Document 1, an inquiry request is transmitted from a customer's call terminal to the monitoring server via text or voice via the Internet, and the monitoring server analyzes the inquiry request and assigns a respondent group. If there is no available responder terminal in the respondent group, a real-time video of waiting time prediction and response status is transmitted to the customer's call terminal. The customer selects whether to disconnect the access with reference to them, to use an automatic answer based on past answer example data, or to wait for an available respondent group as it is in the hold state. In the on-hold state, the monitoring server monitors the availability of the operator terminal and informs the customer of the current real-time situation. When the customer's call terminal and operator terminal are connected, an inquiry and an answer are made by video and voice.

JP 2003-077669 A

However, since the technique described in Patent Document 1 is not assumed to be used for an omni-channel, it is difficult to appropriately approach customers. Specifically, the technique described in Patent Document 1 has the following problems.
In the technique described in Patent Literature 1, in order to search for an empty operator terminal after an inquiry request from a customer's call terminal is made, a respondent group is allocated, and there is no corresponding operator terminal at the time of the inquiry request. The customer had to wait until an empty operator terminal was found.

In addition, since a respondent group is assigned after an inquiry request from a customer's call terminal is made and an empty operator terminal is searched, there is a problem that the corresponding operator is not known before making a call.
In addition, since the operator responds after an inquiry request from the customer's call terminal is made, there is a problem that the operation status of the customer up to that point cannot be grasped by the operator before making a call.
In addition, since the operator responds after an inquiry request is made from the customer's call terminal, there is a problem that the operator cannot transmit information to the customer's call terminal before making a call.

  The present invention has been made in view of the above problems, and provides a communication control device, a communication control method, and a program that can appropriately approach a customer.

  In order to solve the above problems, a communication control apparatus according to the present invention is an apparatus connected to a plurality of operator communication apparatuses, and is a communication control apparatus connected to a first communication apparatus. A first reception processing unit that receives first operation information based on screen information of a first application displayed on the communication device, and a connection from the first communication device to the communication control device related to the first operation information A connection request prediction unit that predicts the possibility of a request, and when a connection request to the communication control device is predicted, a connection between the first communication device and at least the first operator communication device is scheduled. A connection schedule information setting unit that sets the connection schedule information shown in the first storage unit.

  In order to solve the above problems, a communication control method according to the present invention is a communication control method for a communication control apparatus, which is an apparatus connected to a plurality of operator communication apparatuses, and is an apparatus connected to a first communication apparatus. The communication control device receives the first operation information based on the screen information of the first application displayed on the first communication device, the first reception processing step, and the first operation information related to the first operation information. A connection request prediction step for predicting the possibility of a connection request from the communication device to the communication control device; and when the connection request to the communication control device is predicted, the first communication device and at least the first operator communication device A connection schedule information setting step of setting, in the first storage unit, connection schedule information indicating that the connection with the network is scheduled.

  In order to solve the above problems, a program according to the present invention is a screen of a first application that is connected to a plurality of operator communication devices and displays a computer connected to the first communication device on the first communication device. A first reception processing unit that receives first operation information based on the information; a connection request prediction unit that predicts the possibility of a connection request from the first communication device to the computer related to the first operation information; and the computer The connection schedule information that sets connection schedule information indicating that a connection between the first communication device and at least the first operator communication device is planned in the first storage unit when a connection request to is predicted. It functions as a setting unit.

  According to the present invention, it is possible to appropriately approach customers.

1 is a schematic configuration diagram of a call center system including a call server (communication control device) according to an embodiment of the present invention. It is a block diagram of a group information table. It is a block diagram of an AP page information table. It is a block diagram of a customer information table. It is a block diagram of AP page causal information table. It is an illustration of the flowchart which shows a process of a call center system provided with the call server (communication control apparatus) which concerns on embodiment of this invention. It is an illustration of an AP page. It is a figure for demonstrating the process of the call center system which concerns on a modification. It is a block diagram of the AP page information table which concerns on a modification. It is a block diagram of the customer information table which concerns on a modification. It is a block diagram of the AP page causal information table which concerns on a modification.

Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate. Here, in the form for implementing this invention, it demonstrates using the call center system containing a communication control apparatus, the communication control method, and a program as an example.
Each figure is only schematically shown so that the invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. In the present embodiment, descriptions of configurations not directly related to the present invention and known configurations may be omitted. In addition, in each figure, about the same component or the same component, the same code | symbol is attached | subjected and those overlapping description is abbreviate | omitted.

<< Configuration of Call Center System According to Embodiment >>
With reference to FIG. 1, the configuration of the call center system S according to the present embodiment will be described. FIG. 1 is a configuration diagram of a call center system S according to the present embodiment.

  The call center system S is a system for performing a telephone service for a customer, and includes one or a plurality of call terminals 100 operated by the customer and a call center 120 for performing a telephone service for the customer. Has been. Call terminal 100 and call center 120 are connected via public network 110 and IP (Internet Protocol) network 112. The public network 110 is a telephone network that connects the call terminal 100 and the call center 120, and the IP network 112 is a communication network that connects the call terminal 100 and the call center 120. The call terminal 100 is an example of a “first communication apparatus”, and the example of the “first communication apparatus” is not limited to the call terminal 100.

The call terminal 100 is a terminal on which a customer makes a call, and is, for example, a multi-function mobile phone (smart phone: Smartphone). The call terminal 100 includes a communication unit 101 and a display operation unit 102.
The communication unit 101 performs data communication and a call with the call server 130 and the operator terminal 150 in the call center 120 via either the public network 110 or the IP network 112. The call terminal 100 may make a call from either a public network or an IP network.
The display operation unit 102 is, for example, a touch display, and displays an application page (hereinafter referred to as “AP page”). The AP page is, for example, a web page or a page on an application. In addition, the display operation unit 102 receives an input operation to the AP page by the customer.

  The call center 120 is a device that receives and responds to incoming calls from the call terminal 100. The call center 120 and the public network 110 are connected via a public network gateway server 111. The call center 120 and the IP network 112 are connected via an IP network gateway server 113. The public network gateway server 111 and the IP network gateway server 113 are devices that perform processing for relaying call data and call control procedures.

In addition to the public network gateway server 111 and the IP network gateway server 113, the call center 120 is provided with a call server 130, a control database 140, and a plurality of operator terminals 150. Here, the call server 130 is an example of a “communication control device”, and the example of the “communication control device” is not limited to the call server 130. The operator terminal 150 is an example of an “operator communication device”, and the example of the “operator communication device” is not limited to the operator terminal 150.
These apparatuses are connected to each other so as to communicate with each other using a network 121 such as a LAN (Local Area Network). Although the call server 130 and the control database 140 are shown as separate devices here, the call server 130 and the control database 140 can be configured as an integrated device. The combination of the call server 130 and the control database 140 may be, for example, a “communication control device”.

  The call server 130 displays the AP page on the display operation unit 102 of the call terminal 100, and when a call connection request is received from the call terminal 100, the call server 130 distributes the call to an appropriate operator terminal 150. The call server 130 includes a communication unit 131, a display control unit 132, and a reservation control unit 133. Here, only the outline of each function provided in the call server 130 will be described, and the details of the function will be described in the process described later.

  The communication unit 131, the display control unit 132, and the reservation control unit 133 are realized by, for example, a program execution process by a CPU (Central Processing Unit), a dedicated circuit, or the like. When implemented by program execution processing, the call server 130 stores programs for realizing the communication unit 131, the display control unit 132, and the reservation control unit 133. A program for realizing the communication unit 131, the display control unit 132, and the reservation control unit 133 can be provided by storing the program in a computer-readable recording medium (eg, CD-ROM). The program can also be provided through a network such as the Internet.

  The communication unit 131 performs information communication with the call terminal 100. Specifically, the communication unit 131 selects an appropriate operator terminal 150 from among a plurality of operator terminals 150 according to the operator's skill, operating time, availability, etc. (ACD: Automatic Call Distribution) processing Part (not shown). When the communication unit 131 accepts and responds to an incoming call from the call terminal 100, the communication unit 131 distributes the call based on the operation information received by the voice automatic response unit, and the selected operator terminal 150 and the call terminal 100 Connect so that information can be communicated between them. Here, the communication unit 131 is an example of a “communication processing unit”, and the example of the “communication processing unit” is not limited to the communication unit 131.

The display control unit 132 controls the display of the AP page on the call terminal 100 via the communication unit 131. In addition, the display control unit 132 receives various information regarding the AP page from the call terminal 100 via the communication unit 131. The information received by the display control unit 132 from the call terminal 100 is selected / superposed by the state of the customer operating the AP page (for example, which part of the AP page is displayed, a pointer / cursor such as a mouse). Etc.) is included. Details will be described later.
Here, the display control unit 132 includes the “first application processing unit”, “first reception processing unit”, “second application processing unit”, “second reception processing unit”, “operation information transmission processing unit”, “ These are examples of “third reception processing unit” and “third application processing unit”, and these examples are not limited to the display control unit 132.

The reservation control unit 133 predicts the possibility of receiving a telephone connection request from the call terminal 100 (possibility of telephone reception) based on information indicating the state of the customer who is operating the AP page. When the reservation control unit 133 predicts reception of a telephone connection request, the reservation control unit 133 performs call connection reservation between the call terminal 100 and the operator terminal 150 via the communication unit 131 before the telephone connection.
Here, the reservation control unit 133 is an example of a “connection request prediction unit” and a “connection schedule information setting unit”, and these examples are not limited to the reservation control unit 133.

  The operator terminal 150 is a terminal that is operated by an operator who performs a telephone service for a customer. The operator terminal 150 may be, for example, a combination of a fixed telephone or an IP telephone and a PC (Personal Computer), or a terminal having a headset connected to a PC having a call function. The operator terminal 150 includes a communication unit 151, a display unit 152, and an operation unit 153. Here, only the outline of each function provided in the operator terminal 150 will be described, and the details of the function will be described in the process described later.

  The communication unit 151 communicates with the call server 130. The display unit 152 displays a telop or the like for the operator. The operation unit 153 receives input such as information related to a telephone service. Note that the display unit 152 and the operation unit 153 may be configured as one device like a touch display.

  The control database 140 stores various information related to communication control. The control database 140 here stores a group information table 141, an AP page information table 142, a customer information table 143, and an AP page causal information table 144. Here, the customer information table 143 is an example of a “first storage unit”, and the example of the “first storage unit” is not limited to the customer information table 143.

With reference to FIG. 2, the structure of the group information table 141 stored in the control database 140 will be described. FIG. 2 is a configuration example of the group information table 141. The group information table 141 includes a group ID (Identification) and an operator ID.
The group ID is information for identifying a group in which operators are grouped. Here, “group A” and “group B” are exemplified. One operator may belong to a plurality of groups. The operator ID is information for uniquely identifying the operator, and here, “operator A” belonging to “group A” and “group B”, “operator B”, “operator C” belonging to “group B”. Is illustrated.

The configuration of the AP page information table 142 stored in the control database 140 will be described with reference to FIG. FIG. 3 is a configuration example of the AP page information table 142. The AP page information table 142 includes a group ID and a responsible AP page.
The group ID is information for identifying a group in which operators are grouped. The assigned AP page is information indicating an AP page on which an operator belonging to each group is in charge of responding to a customer inquiry, and is, for example, an address of the AP page. Here, it is shown that an operator belonging to “Group A” responds to an inquiry of a customer who has browsed “http://xxx.aaa”, and an operator belonging to “Group B” is “http: //xxx.bbb”. It shows that it corresponds to the inquiry of the customer who browsed. An operator belonging to one group may be in charge of a plurality of AP pages, or one AP page may be in charge of operators of a plurality of groups.

The configuration of the customer information table 143 stored in the control database 140 will be described with reference to FIG. FIG. 4 is a configuration example of the customer information table 143. The customer information table 143 includes a customer ID, a browsing AP page, and a response scheduled group ID.
The customer ID is information for uniquely identifying the customer. Here, “SSS”, “PPP”, “QQQ”, and “RRR” are exemplified as the customer ID. The browsing AP page is information indicating the AP page that the customer is browsing. Here, the customer with the customer ID “SSS” is browsing the AP page “http://xxx.aaa”, and the customer with the customer ID “PPP” is browsing the AP page “http: //xxx.bbb”. The case is shown as an example.

  The response scheduled group ID indicates a group scheduled to respond to the customer. Here, it is assumed that the operator belonging to “Group A” is scheduled to respond to the inquiry of the customer with the customer ID “SSS” browsing the AP page “http://xxx.aaa”. Show. In addition, an operator belonging to “Group B” is scheduled to respond to an inquiry of a customer with a customer ID “PPP” browsing the AP page “http: //xxx.bbb”. ing.

The configuration of the AP page causal information table 144 stored in the control database 140 will be described with reference to FIG. FIG. 5 is a configuration example of the AP page causal information table 144. The AP page causal information table 144 includes AP page identification information, customer status, operation information, and the number of operations.
The AP page identification information is information for identifying the AP page, and is, for example, the address of the AP page.

The customer status is information indicating the status of the customer who is operating the AP page, and is expressed by, for example, a character string or XML. The customer status may be related to the operation on the browsing AP page.
The customer state is, for example, which part of the AP page is displayed on the call terminal 100 (which part is being viewed). Further, it may be how long the display time is. In addition, the customer state is, for example, which part of the AP page is selected / superimposed by an operation with a pointer / cursor such as a mouse in the call terminal 100 (described later (for example, description in step S231), Operation status and description). Further, it may be how long the selection / superimposition time is.
Here, “<pp (1)>, <pp (2)>,... <Pp (A)>,... <Uu (1)>, <uu described in the customer status column of FIG. Each information of “(2)>,... <Uu (F)>” describes the state of the customer who is operating the AP page as an identification symbol. Each piece of information described in the customer status column in FIG. 5 may be composed of a plurality of pieces as shown in FIG.

The operation information is information indicating an operation result caused by the AP page and the customer state. Here, three operation results of “call origination”, “transition to http: //xxx.bbb”, and “end AP” are associated with the AP page “http://xxx.aaa” according to each customer status. It has been. The AP page “http: //xxx.bbb” is associated with three operation results of “phone call”, “transition to http://xxx.aaa”, and “AP end” according to the customer status. Yes. The operation information set in the AP page causal information table 144 may be, for example, information with a high probability (mainly operation) among the operation results.
The number of operations is the number of times the operation result is obtained after the customer state. The number of operations may be, for example, the cumulative number of times in a predetermined time.

≪About the processing of the call center system according to the embodiment≫
With reference to FIG. 6, the process of the call center system S according to the embodiment will be described. FIG. 6 is a flowchart illustrating processing in the call center system S according to the embodiment.

  First, the customer accesses the AP page of the call server 130 using the call terminal 100 (step S201). As a result, the display control unit 132 of the call server 130 controls the display of the accessed AP page, and the corresponding AP page is displayed on the display operation unit 102 of the call terminal 100. For example, the display operation unit 102 displays an AP page 180 shown in FIG.

The AP page 180 shown in FIG. 7A corresponds to a Web browser or the like, and includes an address display area for displaying addresses and a content display area for displaying page contents. Note that the address may not be displayed on the AP page 180.
The content display area of the AP page 180 includes a plurality of items Mn (n is a natural number). When a “product purchase screen” is assumed as the AP page 180, the item Mn is, for example, a product screen, a product description display field, a price display field, an inventory status display field, or the like. Further, when the “Q & A screen” is assumed as the AP page 180, the item Mn is, for example, each question and an answer thereto.

The customer performs an operation (including browsing) on the displayed AP page 180, and the display control unit 132 of the call server 130 acquires the content (customer state) operated by the customer via the communication unit 131. To do.
Of the functions of the display control unit 132, the function related to the processing in step S201 corresponds to the “first application processing unit” and the “first reception processing unit”. The AP page 180 is an example of “screen information of the first application”, and the operation content (customer state) of the AP page by the customer is an example of “first operation information”.

Next, when the reservation control unit 133 of the call server 130 is notified from the display control unit 132 that the call terminal 100 has accessed the AP page 180 (particularly, an operation of the AP page 180), A transmission probability is calculated (step S202). The calculation of the telephone call probability may be performed at a predetermined interval.
Of the functions of the reservation control unit 133, the function related to the processing in step S202 corresponds to a “connection request prediction unit”. The call origination probability is an example of “possibility of connection request”.

This telephone call probability is calculated using the AP page causal information table 144 and the following telephone call probability calculation formula (Formula 1).
-Phone call probability (%) = (Number of phone call operations / Total number of operations for each operation) (1)
Formula 1 above is a formula for calculating the call origination probability of the call terminal 100 displaying the AP page 180. The number of operations for telephone call is the number of operations when the operation specified by the corresponding AP page identification information and the corresponding customer state in the AP page causal information table 144 is a telephone call. The total number of operations in each operation is the total number of operations specified by the corresponding AP page identification information and the corresponding customer status.

The telephone call probability of the AP page will be specifically described with reference to FIG.
・ Calling probability of AP page “http://xxx.aaa” “Number of phone call operations (numerator on the right side in Equation 1)” of AP page “http://xxx.aaa” is the customer status “< pp (1)>, <pp (2)>,..., <pp (A)> ”. The “total number of operations (the denominator on the right side in Formula 1)” is “70 + 20 + 10 = 100 times”, which is the total value of the number of operations in all customer states on the AP page “http://xxx.aaa”. Then, “telephone call probability = 70/100 = 0.7 (70%)”.
・ Calling probability of AP page “http: //xxx.bbb” “Number of telephone call operations (numerator on the right side in Formula 1)” of AP page “http: //xxx.bbb” is the customer status “< ss (1)>, <ss (2)>,..., <ss (D)> ”. The “total number of operations (the denominator on the right side in Formula 1)” is “30 + 60 + 20 = 110 times”, which is the total number of operations in all customer states on the AP page “http: //xxx.bbb”. Then, “phone call probability = 30 / 110≈0.27 (27%)”.
In addition, when the customer status is not connected to a telephone call (for example, a customer status related to an operation other than the telephone call or a customer status related to an operation not set in the AP page causal information table 144), for example, a telephone call Set the transmission probability to “0%”.

Next, the reservation control unit 133 of the call server 130 determines whether or not the calculated telephone call probability is equal to or higher than a threshold value (step S203). The threshold value may be determined for each AP page, or may be a constant value through a plurality of AP pages.
When the telephone call probability is not equal to or higher than the threshold (“No” in step S203), the reservation control unit 133 of the call server 130 clears the response scheduled group ID corresponding to the customer in the customer information table 143 (step S221). This is based on the trend up to now, and predicts that the customer will not make a telephone inquiry in the current customer state. Subsequently, the customer performs a new operation on the AP page (step S222), and the display control unit 132 of the call server 130 acquires that the new operation has been performed by the customer via the communication unit 131. The display control unit 132 adds the number of operations of the AP page causal information table 144 according to the operation content of the customer (step S223). The number of operations in the AP page causal information table 144 is preferably updated by the operations of all customers. That is, it is desirable that the number of operations in the AP page causal information table 144 reflects the operation contents of all customers. Then, the reservation control unit 133 of the call server 130 calculates the customer's telephone call probability again (step S202).

On the other hand, when the telephone call probability is equal to or higher than the threshold (“Yes” in step S203), the reservation control unit 133 of the call server 130 sets a response scheduled group ID corresponding to the customer in the customer information table 143 (step S203). S204). At that time, the reservation control unit 133 refers to the AP page information table 142 using, for example, the AP page browsed by the customer as a key, and acquires the corresponding group ID. Then, the reservation control unit 133 sets the acquired group ID as a response scheduled group ID corresponding to the customer in the customer information table 143.
Of the functions of the reservation control unit 133, the functions related to the processing in step S203 and step S204 correspond to, for example, a “connection schedule information setting unit”. The response schedule group ID is an example of “connection schedule information”, and the customer information table 143 is an example of “first storage unit”.

Next, the display control unit 132 of the call server 130 receives the completion of setting of the scheduled response group and the notification of the set group ID from the reservation control unit 133 and displays them on the display operation unit 102 of the call terminal 100 via the communication unit 131. The operator list is displayed on the AP page (step S205). At that time, for example, the display control unit 132 refers to the group information table 141 using the notified group ID as a key, and acquires the corresponding operator ID. Then, the AP page 180x (see FIG. 7B) having the acquired operator ID information is displayed on the display operation unit 102 of the call terminal 100. The operator list 181 of the AP page 180x is an operator list in a group that is a call destination of the call terminal 100, from which a specific operator can be selected. The operator list 181 here includes an operator ID and information for identifying the operator (here, an operator's face image). The information for identifying the operator may be information that can be used as a judgment material when the customer selects the operator, and may be the gender, age group, etc. of the operator. The call button 183 of the AP page 180x is a button for making a call from the call terminal 100 to the operator.
Of the functions of the display control unit 132, the function related to the processing in step S205 corresponds to, for example, a “second application processing unit”. The AP page 180x is an example of “screen information of the second application”.

Thereafter, the display control unit 132 of the call server 130 receives information about operator selection from the call terminal 100 and determines whether or not the operator has selected through the call terminal 100 (step S206). If nothing is selected as the operator selection here, a specific operator may be selected in advance by the call server 130.
Of the functions of the display control unit 132, the function related to the processing in step S206 corresponds to, for example, a “second reception processing unit”. Information about operator selection is an example of “first input information”.

When the customer selects the operator (“Yes” in step S206), the display control unit 132 of the call server 130 notifies the operator of the selection status via the communication unit 131 (step S231). Specifically, the selection of the operator by the customer on the display unit 152 of the operator terminal 150 operated by the selected operator, and the contents of the operation performed by the customer or the AP page being browsed by the customer (customer) (Including status). In the following description, if “Yes” in step S206, it is described that the operator C is selected by the customer.
Of the functions of the display control unit 132, the function related to the processing in step S231 corresponds to, for example, an “operation information transmission processing unit”.

  Subsequently, the display control unit 132 of the call server 130 determines whether or not an operation has been performed on the operator terminal 150 by the operator who has notified the selection status via the communication unit 131 (step S232). The determination of the operation by the operator may be confirmation of text input, confirmation of voice input, or selection of an image. When the operation is not performed by the operator (“No” in step S232), the call server 130 advances the process to step S207.

On the other hand, when the operation is performed by the operator (“Yes” in step S232), the display control unit 132 of the call server 130 sends the operation result of the operator to the display operation unit 102 of the call terminal 100 via the communication unit 131. Is displayed (step S233). For example, the display control unit 132 displays an AP page 180y (see FIG. 7C) having an operation result by the operator on the display operation unit 102 of the call terminal 100. This operation result is displayed in the advertising frame 182 of the AP page 180y, and may display text, an audio playback button, or an image. For example, the operator determines the content to be displayed in the advertising frame 182 from the AP page or the customer state that the customer is browsing.
Of the functions of the display control unit 132, the function related to the processing in step S233 corresponds to, for example, a “third reception processing unit” or a “third application processing unit”. The AP page 180y is an example of “screen information of the third application”, and the operation result by the operator is an example of “second input information”.

  When there is no selection of the operator by the customer (“No” in step S206), when there is no operation by the operator (“No” in step S232), or following the display of the operation result (step S233), the customer A new operation is performed on the AP page (step S207), and the display control unit 132 of the call server 130 acquires that a new operation has been performed by the customer via the communication unit 131.

Next, the display control unit 132 of the call server 130 adds the number of operations of the AP page causal information table 144 according to the operation content of the customer (step S208). In addition, the reservation control unit 133 of the call server 130 determines whether or not a telephone call operation has been performed by the customer (step S209).
When the customer does not perform a telephone call operation (“No” in step S209), the call server 130 returns the process to step S202 and recalculates the customer's telephone call probability (step S202). On the other hand, when the customer performs an operation for making a call (“Yes” in step S209), the ACD processing unit of the call server 130 makes one operator (in step S206) belonging to the scheduled response group B in the customer information table 143. When the operator C is selected by the customer in “Yes”, the operator C) is preferentially selected, and the customer's telephone is received at the operator terminal 150 operated by the selected operator. As a result, an incoming call from the customer enters the selected operator terminal 150 (step S210).

  The operator responds to the incoming call (step S211), and the call server 130 connects so that information communication can be performed between the call terminal 100 and the operator terminal 150. As a result, the operator and the customer start a call via the operator terminal 150 and the call terminal 100 (step S212).

  As described above, when the customer accesses or operates the AP page, the call server 130 according to the present embodiment calculates the customer's telephone call probability and performs control if the telephone call probability is equal to or greater than a threshold value. A response scheduled group is set in the customer information table 143 of the database 140. Then, the call server 130 can select an operator from the response schedule group in advance, and can connect to the corresponding operator without requiring time to select the operator when the customer makes a call.

  In addition, the call server 130 according to the present embodiment calculates the customer's telephone call probability at the time when the customer accesses or operates the AP page. A response scheduled group is set in the customer information table 143. Then, the call server 130 displays the operator of the scheduled response group on the call terminal 100 operated by the customer, so that the customer can know the corresponding operator before making the call. It is also possible to connect the telephone to the operator desired by the customer by displaying a plurality of operators side by side on the call terminal 100 operated by the customer and having the customer select them.

  In addition, the call server 130 according to the present embodiment calculates the customer's telephone call probability at the time when the customer accesses or operates the AP page. A response scheduled group is set in the customer information table 143. Then, the call server 130 pre-selects an operator from the scheduled response group and notifies the selected operator of the operation status up to that time of the customer, so that the operator can make a call to the customer before receiving the call from the customer. It is possible to grasp the operation status of. Therefore, the operator can perform an appropriate response without obtaining all information from the customer.

  In addition, the call server 130 according to the present embodiment calculates the customer's telephone call probability at the time when the customer accesses or operates the AP page. A response scheduled group is set in the customer information table 143. Then, the call server 130 preselects an operator from the scheduled response group, and notifies the customer of information input by the selected operator, so that the operator can contact the customer before receiving a call from the customer. Can send information. Therefore, for example, if the information related to the inquiry is transmitted in advance by the operator, the customer can receive the information related to the inquiry before making a call.

[Modification]
As mentioned above, although embodiment of this invention was described, this invention is not limited to this, It can implement in the range which does not change the meaning of a claim. The modification of embodiment is shown below.

  A technique obtained by appropriately combining various techniques described in the present embodiment can also be realized. In addition, the software configuration described in the present embodiment can be realized as hardware. In addition, specific configurations of hardware, software, and the like can be changed as appropriate without departing from the spirit of the present invention.

  In the present embodiment, as shown in FIG. 1, the call server 130 has a configuration including a communication unit 131, a display control unit 132, and a reservation control unit 133. However, the call server 130 may not have all of these functions, and other devices (other servers) may have these functions. For example, the call server 130 may include only the communication unit 131, may include the communication unit 131 and the display control unit 132, or may include the communication unit 131 and the reservation control unit 133.

  In addition, the communication unit 101 of the call terminal 100 according to the present embodiment may have a function that realizes Web RTC (Web Real-Time Communications) technology. That is, the call terminal 100 may be a KIOSK terminal such as an ATM of a financial institution or a ticketing machine at an airport.

  Further, in the present embodiment, it is predicted that there is a telephone connection request from the call terminal 100 when the telephone call probability calculated by the above formula 1 is equal to or greater than a threshold value. However, the prediction of the possibility of a connection request by telephone is not limited to this. For example, when there is a high possibility that there is a connection request by telephone when the number of browsing of an AP page (including each item) per customer or the number of browsing of an overall AP page (including each item) exceeds a threshold value It may be predicted.

  In this embodiment, as the state of the customer who is operating the AP page, for example, which part of the AP page is displayed, whether it is selected / superposed by an operation with a pointer / cursor or the like such as a mouse And so on. However, the state of the customer is not limited to these operations, and things related to the AP page can be widely applied. The state of the customer may include, for example, a route to the AP page to be browsed (history of browsing of the AP page by the customer). Below, the case where the browsing history of AP page is included in the state of the customer will be described.

Here, it is assumed that there is an AP page for “Product A” and an AP page for “Product B”, and an operator in Group A will respond to inquiries from customers who viewed the AP page for “Product A”. The operator of the group B will respond to the inquiry of the customer who has browsed the AP page of “product B”. This will be described in detail with reference to FIG.
For example, the customer first browses the menu screen “http: // xxx”, and purchase screen “http://xxx.aaa” of “product A” and purchase screen “http: xxx” of “product B” from the menu screen. //xxx.bbb ". Then, the customer can purchase “product A” or “product B” on these product purchase screens.
In addition, the customer moves from the purchase screen of “Product A” or “Product B” to the Q & A screen “http: //xxx.ccc”, and asks questions and questions about “Product A” or “Product B”. You can view the answers to.

  In this case, the call server 130 responds to the customer (route A customer) who has transitioned from the purchase screen “http://xxx.aaa” of “product A” to the Q & A screen “http: //xxx.ccc”. When the telephone call probability is equal to or higher than the threshold, a screen displaying operators belonging to group A is displayed. On the other hand, the call server 130 calls the customer (route B customer) who has transitioned from the purchase screen “http: //xxx.bbb” of the “product B” to the Q & A screen “http: //xxx.ccc”. When the transmission probability is equal to or higher than the threshold, a screen displaying operators belonging to group B is displayed.

In this case, for example, the contents of the control database 140 are as shown in FIGS. Here, only differences from the embodiment will be described.
“Related AP page” is added to the AP page information table 142z shown in FIG. The related AP page is an AP page related to the responsible AP page, for example, a screen before the transition to the responsible AP page.

  “AP page history” is added to the customer information table 143z shown in FIG. The history of the AP page is information on the AP page browsed by the customer in the past, and for example, information on the latest AP page is stored. The call server 130 refers to the AP page information table 142z using the browsing AP page and the history of the AP page as a key, and acquires the response scheduled group ID.

  The AP page causal information table 144z shown in FIG. 11 includes “customer status information” and “AP page history” in which “customer status” corresponds to “customer status” in FIG. Then, “operation information” and “number of operations” are set based on a combination of “AP page identification information”, “customer status information”, and “AP page history”.

DESCRIPTION OF SYMBOLS 100 Call terminal 120 Call center 130 Call server 131 Communication part 132 Display control part 133 Reservation control part 140 Control database 141 Group information table 142,142z AP page information table 143,143z Customer information table 144,144z AP page causal information table 150 Operator terminal 151 Communication Unit 152 Display Unit 153 Operation Unit 180, 180x, 180y AP Page S Call Center System

Claims (11)

A device connected to a plurality of operator communication devices, a communication control device being a device connected to the first communication device,
A first reception processing unit that receives first operation information based on screen information of a first application displayed on the first communication device;
A connection request prediction unit that predicts the possibility of a connection request from the first communication device to the communication control device, related to the first operation information;
When a connection request to the communication control device is predicted, connection schedule information indicating that a connection between the first communication device and at least the first operator communication device is scheduled is set in the first storage unit. , Connection schedule information setting section,
A communication control device comprising: A first application processing unit for transmitting screen information of the first application to the first communication device;
A second application processing unit for transmitting screen information of a second application having operator list information relating to at least the first operator communication device to the first communication device;
A second reception processing unit that receives first input information based on screen information of the second application from the first communication device;
The communication control device according to claim 1, comprising: If the first input information includes first operator selection information indicating that the first operator is selected,
An operation information transmission processing unit configured to transmit the screen information of the first application and the first operation information to the first operator communication device;
The communication control device according to claim 2, further comprising: A third reception processing unit for receiving second input information from the first operator communication device;
A third application processor that transmits screen information of a third application based on the second input information to the first communication device;
The communication control apparatus according to claim 3, further comprising: Selecting the first operator communication device from the plurality of operator communication devices;
A communication processing unit for processing communication between the first communication device and the first operator communication device;
5. The communication control device according to claim 1, wherein A communication control method of a communication control device, which is a device connected to a plurality of operator communication devices, and a device connected to a first communication device,
A first reception processing step of receiving first operation information based on screen information of a first application displayed on the first communication device;
A connection request prediction step for predicting the possibility of a connection request from the first communication device to the communication control device, related to the first operation information;
When a connection request to the communication control device is predicted, connection schedule information indicating that a connection between the first communication device and at least the first operator communication device is scheduled is set in the first storage unit. , Connection schedule information setting step,
A communication control method characterized by comprising: A computer connected to a plurality of operator communication devices and connected to the first communication device,
A first reception processing unit for receiving first operation information based on screen information of a first application displayed on the first communication device;
A connection request prediction unit that predicts the possibility of a connection request from the first communication device to the computer related to the first operation information;
Connection schedule information indicating that a connection between the first communication device and at least the first operator communication device is scheduled is set in the first storage unit when a connection request to the computer is predicted. Schedule information setting section,
Program to function as. The above computer
A first application processing unit for transmitting screen information of the first application to the first communication device;
A second application processing unit for transmitting screen information of a second application having operator list information relating to at least the first operator communication device to the first communication device;
A second reception processing unit for receiving first input information based on screen information of the second application from the first communication device;
The program according to claim 7, wherein the program is made to function as: The above computer
If the first input information includes first operator selection information indicating that the first operator is selected,
An operation information transmission processing unit configured to transmit the screen information of the first application and the first operation information to the first operator communication device;
9. The program according to claim 8, wherein the program is made to function as: The above computer
A third reception processing unit for receiving second input information from the first operator communication device;
A third application processing unit that transmits screen information of a third application based on the second input information to the first communication device;
The program according to claim 9, wherein the program is made to function as: Selecting the first operator communication device from the plurality of operator communication devices;
A communication processing unit for processing communication between the first communication device and the first operator communication device;
The program according to claim 10, wherein the program is made to function as:

Images