JP2019028783A - Call center assisting apparatus, call center assisting system, call center assisting method, and call center assisting program - Google Patents

Abstract

To improve efficiency of operations of a call center.SOLUTION: A chat server 100 repeatedly transmits, to a client 101 of a user u, an automatic reply message preset so as to correspond to an inquiry from the client 101 of the user U, and transmits, to the client 101 of the user U, a next automatic reply message preset so as to correspond to a reply from the client 101 of the user U, thereby acquiring a plurality of pieces of information of replies replied by the client 101 of the user U. After acquiring the reply information replied by the user U in accordance with the automatic reply message, the chat server switches connection to the client 101 of the user U from that with the automatic reply message to that with a client 102 of an operator Op, and transmits, to the client 102 of the operator Op to which the connection is switched, progress information consisting of automatic reply message during a period bot 112 until the connection switch and the reply information.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a call center support apparatus, a call center support system, a call center support method, and a call center support program that support a call center operation.

  As a means of communication between users, telephone, FAX, e-mail, etc. are used, and in recent years, chat services that allow conversations with friends and groups using mobile devices such as smartphones such as LINE (registered trademark) have been provided. Therefore, simpler message transmission is possible (for example, see Patent Document 1 below).

JP 2014-146380 A

  However, the conventional chat service is for exchanging messages between users, and it is difficult to use it for work that requires immediacy. For example, it could not be effectively used for a call center that handles inquiries from users.

  For example, when a call center person (operator) receives inquiries such as forgotten items from a plurality of users over the phone, it is likely that it takes time to hear and reply to the inquiry contents due to different communication (conversation skills) for each user or operator. Even if the chat service is used between the user and the call center, there is a similar problem because the conversation is similarly performed by text input.

  In the call center, inquiries from a large number of users are processed, and when the number of inquiring users increases, one operator has to deal with a large number of users. It took some time from the start of the inquiry to the end. As a result, inquiries from users cannot be efficiently processed at the call center. Similarly, the user cannot efficiently make one inquiry.

  In view of the above problems, an object of the present invention is to improve the work efficiency of a call center that receives an inquiry from a user.

  In order to achieve the above object, a call center support apparatus according to the present invention is a call center support apparatus connected to a plurality of user clients and a plurality of operator clients interacting with the user client. Repeatedly transmitting a preset automatic response message to the user's client in response to the inquiry of the user and transmitting a preset next automatic response message corresponding to the response from the user's client to the user's client. Bot for acquiring a plurality of response information returned by the user's client, and after acquiring the response information returned by the user in response to the automatic response message of the bot, the user's client is automatically responded by the bot. The operation from the message A control unit that performs connection switching to the client of the network, and transmits progress information including the automatic response message of the bot and the response information during the period until the connection switching to the client of the switched operator. Features.

  In addition, the bot requests connection switching to the control unit when the transmission of the automatic response message set in advance and the response information corresponding to the automatic response message are obtained. Based on the connection switching request, connection switching is performed from the automatic response message by the bot to the operator's client.

  In addition, the bot sets a plurality of response messages that presuppose the user's response corresponding to the automatic response message together with the automatic response message and transmits the response message to the user's client. In response to the reply message selected from the above, selecting the next automatic response message to be transmitted is repeated.

  Further, the control unit holds the progress information in a message queue, and transmits the progress information from the message queue to the operator's client when the connection of the operator to the client is switched.

  The message queue processes the progress information by a first-in first-out method.

  In addition, when the connection is switched by the control unit, the control unit has a call center bot that switches connection to the operator's client that can handle a plurality of calls, and the call center bot transmits the message from the message queue to the operator's client to be connected. It is characterized by transmitting progress information.

  The call center support system according to the present invention includes a plurality of users' clients, a chat server that is communicatively connected to the user's client and transmits a conversation message to the user's client, and is communicatively connected to the chat server. In a call center support system including a plurality of operator clients interacting with a client, the chat server transmits an automatic response message set in advance in response to an inquiry from the user client to the user client, Bot for acquiring a plurality of response information replied by the user's client by repeatedly transmitting to the user's client a preset next automatic response message corresponding to a response from the user's client; After obtaining the response information returned by the user in response to the automatic response message, the user's client is switched from the automatic response message by the bot to the operator's client, and during the period until the connection is switched And a controller that transmits progress information including the automatic reply message of the bot and the reply information to the switched client of the operator.

  In addition, the bot requests connection switching to the control unit when the transmission of the automatic response message set in advance and the response information corresponding to the automatic response message are obtained. Based on the connection switching request, connection switching is performed from the automatic response message by the bot to the operator's client.

  In addition, the chat server has a call center bot that switches connection to the operator's client that can handle a plurality of connections when the control unit switches the connection, and the call center bot The progress information is transmitted from the message queue.

  The chat server includes a plurality of the call centers bot, and each of the plurality of call centers bots connects a plurality of clients of the user to a single client of the operator.

  Further, the operator client displays the progress information received from the chat server for each user and a message exchanged with a plurality of the user clients after connection switching in a chat area divided for each user. It is characterized by.

  The operator client receives a plurality of messages received from the user client selected from the talk list display area and a talk list display area indicating a state during a talk with a plurality of the user clients. And a display area to be displayed in each chat area divided by the number of users.

  The operator's client displays a plurality of areas divided by the number of users on the talk list display area, and the client's client message is displayed in the chat area corresponding to the selected position in the divided area. Is displayed.

  The call center support method of the present invention is a call center support method performed by a chat server connected to a plurality of users 'clients and a plurality of operators' clients that interact with the user's clients. A preset automatic response message corresponding to an inquiry from the user's client is transmitted to the user's client, and a next preset automatic response message corresponding to the response from the user's client is sent to the user's client. A plurality of response information returned by the user's client, and after acquiring the response information returned by the user in response to the automatic response message, the user's client is sent to the automatic response. Previous from message A process is performed in which connection switching is performed for an operator client, and progress information including the automatic response message and the response information during a period until the connection switching is transmitted to the switched operator client. .

  The call center support program of the present invention is a chat server call center support program connected to a plurality of users 'clients and a plurality of operators' clients that interact with the user's clients. A preset automatic response message corresponding to an inquiry from the user's client is transmitted to the user's client, and a next preset automatic response message corresponding to a response from the user's client is sent to the user's client. A plurality of response information returned by the user's client by repeating the transmission, and after acquiring the response information returned by the user in response to the automatic response message, the client of the user is sent to the automatic response message. And switching the connection to the operator's client, and transmitting the progress information including the automatic response message and the reply information during the period until the connection switching to the switched operator's client. And

  According to the present invention, there is an effect that the business efficiency of the call center can be improved.

FIG. 1 is a schematic diagram of a call center support system according to an embodiment. FIG. 2 is a diagram illustrating a hardware configuration example of the chat server of the call center support system according to the embodiment. FIG. 3 is an explanatory diagram of an outline of processing at the time of an inquiry of the call center support system according to the embodiment. FIG. 4 is a diagram illustrating a display screen example of a user client of the call center support system according to the embodiment. (Part 1) FIG. 5 is a diagram illustrating an example of a display screen of a user client of the call center support system according to the embodiment. (Part 2) FIG. 6 is a diagram illustrating an example of a display screen of the user client of the call center support system according to the embodiment. (Part 3) FIG. 7 is a diagram illustrating an example of a display screen of the user client of the call center support system according to the embodiment. (Part 4) FIG. 8 is a diagram illustrating an example of a display screen of a user client of the call center support system according to the embodiment. (Part 5) FIG. 9 is a diagram illustrating a display screen example of the client of the operator of the call center support system according to the embodiment. (Part 1) FIG. 10 is a diagram illustrating a display screen example of the client of the operator of the call center support system according to the embodiment. (Part 2) FIG. 11 is a diagram illustrating a display screen example of the client of the operator of the call center support system according to the embodiment. (Part 3) FIG. 12 is a diagram illustrating an example of a log output by the call center support system according to the embodiment. FIG. 13 is a diagram illustrating operator correspondence to a plurality of users by the call center support system according to the embodiment. FIG. 14 is a diagram for explaining the effect of handling an operator to a plurality of users by the call center support system according to the embodiment. FIG. 15 is a diagram for explaining an example of extension of the call center support system according to the embodiment.

(Embodiment)
Exemplary embodiments of a call center support apparatus, a call center support system, a call center support method, and a call center support program according to the present invention will be explained below in detail with reference to the accompanying drawings.

(System outline configuration)
FIG. 1 is a schematic diagram of a call center support system according to an embodiment. The call center support system includes a chat server 100 managed by the call center, a client (terminal) 101 for each customer (user) U connected to the chat server 100 via a communication network such as the Internet including a wireless communication network, and communication. And a client (terminal) 102 for each person in charge (operator) Op of the call center that is communicatively connected to the chat server via the network.

  As the clients 101 and 102, a personal computer (PC), a smartphone, a tablet, or the like can be used.

  In the following description, the call center support system describes an example in which the user U who is a customer makes an inquiry to the call center.

  The chat server 100 generates a display screen for inquiry by the UI execution unit 111 such as a Web page or a Web widget, and chats with the client 101 of the user U, for example. The user U's client 101 displays the display screen generated by the chat server 100 and replies to the chat server 100 by a user operation. The chat server 100 manages chats between the clients 101.

  In response to the inquiry, the chat server 100 automatically uses a bot 112 to generate an inquiry word (text) for the user U that is assumed in advance and a word (text) that the user U responds to in response to the inquiry word. To process. “bot” means an automation program.

  The bot 112 can transmit a plurality of options to be answered by the user U, which are assumed for the wording of the inquiry, to the client 101 of the user U as a stamp, for example, and the user U can select the stamp.

  The FAQ database (DB) 113 stores in advance a combination of a query text, a query text for the user U assuming a query, and a response text of the user U for a frequently-occurring FAQ. The bot 112 refers to the DB 113 and sequentially executes inquiry processing.

  The distribution program 114 distributes processing related to the inquiry. When an inquiry is received from the client 101 of the user U, an automatic response is made by the chat server 100 (bot 112) at the beginning of the process, and if the inquiry by the automatic response of the bot 112 is completed, only the chat server 100 (bot 112) is processed. Thus, one inquiry process from the user U is terminated.

  The bot 112 repeats the number of inquiries set in advance, that is, the inquiries to the user U and the responses, and transmits all of the set inquiries to the client U of the user U to obtain responses from the user U. The automatic response is terminated. The bot 112 ends the automatic response by a user operation when the user U wants to directly interact with the operator Op during the automatic response.

  On the other hand, when the inquiry of the user U is not completed only by the automatic response of the chat server 100 (bot 112), the distribution program 114 sends the progress information (hearing summary) D of the inquiry content exchanged between the bot 112 and the client 101 to the connection queue. 116. Thereafter, the distribution program 114 activates the call center bot 117 and shifts to inquiry processing by the operator Op.

  The distribution program 114 holds, as a log 115, information related to a single inquiry from the user U, that is, the automatic response of the bot 112 and the content (text) of the chat between the user U and the operator Op. In addition, when a voice call is performed between the user U and the operator Op due to a request of the user U or the like, this voice can also be left in the log 115.

  When the inquiry from the user U is not completed only by the automatic response of the bot 112, the DB 113 newly stores information that sets the reply of the operator Op and the inquiry of the user U at that time based on the record of the log 115. Can also be stored. As a result, the DB 113 can be used as a knowledge DB, and the accuracy of the automatic response of the bot 112 can be improved.

  At the time of processing of the operator Op, the distribution program 114 sends the progress information D of the inquiry contents exchanged with the customer so far to the client 102 of the operator Op that can respond. As a result, the operator Op performs a detailed inquiry operation after talking directly with the user U while referring to the progress information D of the inquiry content.

  The connection queue 116 sequentially stores inquiry progress information D to be handled through the operator Op. The call center bot 117 sequentially sends out the inquiry progress information D previously placed in the connection queue 116 in the form of FIFO to the client 102 of the operator Op that can handle the inquiry.

  The above-mentioned user U is distributed in various places in Japan and throughout the country, and operates the client 101 to make a communication connection for inquiry to, for example, one chat server 100. Further, the operator Op is disposed at one or a plurality of call centers in Japan, for example, and is connected to the chat server 100 by operating the client 102. The clients 101 and 102 and the chat server 100 can be arranged at arbitrary positions by mutual communication connection.

  FIG. 2 is a diagram illustrating a hardware configuration example of the chat server of the call center support system according to the embodiment. For example, the chat server 100 shown in FIG. 1 has the configuration shown in FIG. The chat server 100 includes a CPU 201, ROM 202, RAM 203, magnetic disk drive 204, magnetic disk 205, optical disk drive 206, optical disk 207, input device 208, video I / F 209, display 210, communication I / F 211, and the like. Each component 201-211 is connected by a bus 220.

  The CPU 201 has a function of a control unit that controls the entire chat server 100. The ROM 202 records a server boot program. The RAM 203 is used as a work area for the CPU 201. That is, the CPU 201 controls the entire chat server 100 by executing various programs recorded in the ROM 202 while using the RAM 203 as a work area.

  The magnetic disk drive 204 controls the reading / writing of the data with respect to the magnetic disk 205 according to control of CPU201. The magnetic disk 205 records data written under the control of the magnetic disk drive 204. For example, an HD (hard disk) can be used as the magnetic disk 205.

  The optical disk drive 206 controls reading / writing of data with respect to the optical disk 207 according to the control of the CPU 201. The optical disk 207 is a detachable recording medium from which data is read according to the control of the optical disk drive 206. As the optical disk 207, a writable recording medium can be used. In addition to the optical disk 207, an SSD, a memory card, or the like can be used as a removable recording medium.

  Examples of the input device 208 include a remote controller including a plurality of keys for inputting characters, numerical values, various instructions, a keyboard, a touch panel, and the like. The input device 208 may be realized by any one form of a remote controller, a keyboard, and a touch panel, but can also be realized by a plurality of forms.

  The video I / F 209 is connected to the display 210. Specifically, the video I / F 209 is output from, for example, a graphic controller that controls the entire display 210, a buffer memory such as a VRAM (Video RAM) that temporarily records image information that can be displayed immediately, and a graphic controller. And a control IC for controlling the display 210 based on the image data to be processed.

  The display 210 displays icons, cursors, menus, windows, or various data such as characters and images. As the display 210, for example, a TFT liquid crystal display, an organic EL display, or the like can be used.

  Communication I / F 211 is connected to a network and functions as an interface between chat server 100 and CPU 201. Communication networks that function as networks include the Internet, public line networks, mobile phone networks, LANs, and WANs.

  The chat server 100 shown in FIG. 1 is configured such that the CPU 201 executes a predetermined program using programs and data recorded in the ROM 202, the RAM 203, the magnetic disk 205, the optical disk 207, etc. shown in FIG. It is a control part which implement | achieves 100 functions.

  The functions of the bot 112, the distribution program 114, and the call center bot 117 illustrated in FIG. 1 can be realized by the CPU 201 illustrated in FIG. The bot 112, the distribution program 114, and the call center bot 117 may be executed by different CPUs 201 or may be executed by one CPU 201. Further, the function of the connection queue 116 described in FIG. 1 can be realized by using the RAM 203 or the like described in FIG.

  Also, the clients 101 and 102 shown in FIG. 1 have the same configuration as that shown in FIG. 2, and the CPU 201 functions as a control unit and controls the entire process. In portable devices such as smartphones and tablets used as the clients 101 and 102, for example, a flash memory may be used instead of the magnetic disk 205 and the optical disk 207.

(Inquiry processing overview)
FIG. 3 is an explanatory diagram of an outline of processing at the time of an inquiry of the call center support system according to the embodiment. Each component of FIG. 3 is the same as that of FIG. Processing performed mainly by the chat server 100 at the time of the inquiry described above will be sequentially described.

(1) The customer (user U) U communicates and connects the client 101 to the chat server 100 and performs a predetermined log-in process to notify that it is a predetermined inquiry. At this time, in the chat server 100, the distribution program 114 first activates the bot 112 when the UI execution unit 111 transmits a display screen for inquiry to the client 101 and replies that the client 101 is an inquiry.

(2) Thereby, the bot 112 refers to the DB 113 for the inquiry wording and transmits to the client 101 the automatic response wording until the inquiry is completed. At this time, the bot 112 transmits a plurality of response words assumed in response to the inquiry to the client 101. As a result, the user U can automatically execute the process up to the inquiry by the bot 112, for example, the identification of the forgotten item, by selecting the response corresponding to the inquiry of the bot 112.

  When the inquiry is completed in the bot 112, the distribution program 114 does not switch to the following processes (3) to (5), that is, a process mediated by the operator Op. Even if the inquiry is not completed only by the automatic response of the bot 112, the chat is automatically transmitted to the client 101 so as to collect as much information as possible for the completion of the inquiry. At this time, the bot 112 is not limited to whether or not the inquiry is completed only by an automatic response, but in the middle of the inquiry, the user U provides a text (text) input field for the user U to reply with an arbitrary word by manual input. It may be sent out.

(3) Thereafter, when the inquiry is not completed in the bot 112, the distribution program 114 ends the automatic response by the bot 112 and switches to the process of connecting the user U to the operator Op. At this time, the bot 112 puts the progress information D1 of the inquiry content at the time of the automatic response exchanged with the client 101 of the user U into the connection queue 116. In the connection queue 116, the progress information D2 and D3 of the inquiry contents at the time of an automatic response exchanged with the client of another user U are sequentially entered.

(4) Thereafter, the call center bot 117 retrieves the inquiry content progress information D1, D2 and D3 from the connection queue 116 one by one. Then, the call center bot 117 calls the client 102 of the operator Op (Op1 to Op3) corresponding to the plurality of inquiry contents progress information D1 to D3. In the illustrated example, the progress information D1 of the inquiry content of the user U is assigned to the client of the operator Op2. Thereafter, the inquiry of the user U is handled by the operator Op2 using the client 102.

  The call center bot 117 sends the inquiry content progress information D1 created by the automatic response of the bot 112 to the client of the operator Op2 to the client of the operator Op2.

(5) Thereafter, the operator Op2 operates the client 102, asks the details of the inquiry by chat with the client 101 of the user U while referring to the progress information D1 of the inquiry content, and responds to the user U. Complete.

(6) The distribution program 114 holds information related to one inquiry from the user U, that is, the automatic response of the bot 112 and the content of the chat between the user U and the operator Op (text is stored as a log 115. In addition, when a voice call is made between the user U and the operator Op, this voice can also be left in the log 115. The distribution program 114 can be used at a predetermined time, for example, periodically. Alternatively, the log 115 is output for each inquiry from the user U.

(7) Thereafter, based on the log 115, information that sets a new inquiry and answer can be added to the DB 113. That is, when the inquiry from the user U is not completed only by the automatic response of the bot 112, the information that sets the reply of the operator Op and the inquiry of the user U at that time is newly stored in the DB 113 based on the record of the log 115. To store. Thereby, DB113 can be utilized as knowledge DB and the precision of the automatic response of bot112 can be improved.

(Display example when making an inquiry)
Next, an example of processing at the time of inquiry performed by the chat server 100 of the railway company's call center will be described.

  4 to 8 are examples of display screens of the client of the user of the call center support system according to the embodiment. The bot 112 of the chat server 100 sequentially transmits inquiries to the user U to the client 101 of the user U and displays them on the display screen 400 of the client 101 as illustrated. The display screen 400 is generated by the UI execution unit 111 of the chat server 100 and transmitted to the client 101 of the user U.

  The first inquiry text selected by the bot 112 of the chat server 100 is displayed in the selection display field 401 of the client 101. The UI execution unit 111 causes the uppermost part of the selection display column 401 to display the past, and causes new inquiries to be sequentially displayed below. On the side (left side) of the selection display column 401, a progress display column 402 is provided that indicates the status of the inquiry of the bot 112 and the response of the user U. In the progress display column 402, the selection result of the user U with respect to the selection display column 401 is shown, and the inquiry content used as the log 115 is displayed.

  The user U's client 101 may be configured not to display the progress display column 402 in the case of a small size such as a portable terminal, etc., but by displaying it, the user U himself can easily check the progress of the inquiry. .

  First, as shown in FIG. 4, when the user U communicates with the chat server 100, the chat server 100 (bot 112) starts an inquiry process and makes an initial inquiry d1. The inquiry d1 transmits a message “What kind of trouble do you have?” To the user U.

  At this time, the chat server 100 (bot 112) simultaneously transmits a selection button r1 for a response of the user U assumed in advance in response to the inquiry d1. The reply selection button r1 transmits a plurality of candidates “change of ticket, refund, overpass, stopover, forgotten items, etc.” as a stamp, and the user U selects the corresponding reply from the reply selection buttons r1. The selection button r1 is selected and returned to the chat server 100 (bot 112).

  Next, as shown in FIG. 5, when the user U selects “Forgotten Items” from the multiple response selection buttons r1, the user U selects the selection display field 401 below the inquiry d1. “Forgotten items” is displayed as the response R1.

  Thereafter, the chat server 100 (bot 112) transmits a next inquiry d2 corresponding to the response R1 to the user U. The inquiry d2 at this time corresponds to the response R1 “lost item”, and is a content for inquiring about the details of the “lost item”. Then, as shown in the drawing, “presence / absence of initial inquiry” is transmitted to the user U as an inquiry d2.

  Here, the chat server 100 (distribution program 114) continues the automatic response by the bot 112 if the response selection button r2 is “first inquiry”, and the response selection button r2 displays “the second and subsequent inquiries”. ”Is set in advance to end the automatic response of the bot 112 and switch to the chat of the operator Op.

  Here, it is assumed that the user U selects “initial inquiry” as the response selection button r2. In this case, the response R2 indicates “first inquiry”, and as shown in FIG. 6, the chat server 100 (bot 112) responds to the response R2 of the user U as the next inquiry d3 “Forgotten Things”. ? "And obtain multiple pieces of information to identify what the forgotten item is.

  At this time, the chat server 100 (bot 112) simultaneously transmits a selection button r3 for reply of the user U assumed in advance in response to the inquiry d1. As the selection button r3 for reply, a plurality of candidates “wallet, commuter pass, mobile phone, etc. (chatting with the operator or inquiring by telephone)” are transmitted as stamps. The user U selects a corresponding response selection button r3 from the response selection buttons r3, and responds to the chat server 100 (bot 112).

  As described above, as the plurality of candidates for the response selection button r3, a plurality of replies with a high frequency corresponding to an inquiry about forgotten items are prepared in advance as stamps. As a result, the user U can easily reply by simply selecting the stamp while saving the trouble of inputting characters.

  When the user U selects “wallet” from the plurality of candidate response selection buttons r3, the selection display field 401 displays “wallet” as the response R3 selected by the user U at the bottom of the inquiry d3. .

  After that, the chat server 100 (bot 112) displays that it is “I want to hear details about the wallet” as the next inquiry d4 corresponding to the reply R3, and “Forgot date” as the inquiry d5. , An assumed response selection button r5 “Today, Yesterday, Ototoi (Yesterday)” is displayed.

  When the user U selects “today” from the plurality of candidate response selection buttons r5, the selection display column 401 displays “today” as the response R5 selected by the user U at the lower part of the inquiry d5. .

  After that, the chat server 100 (bot 112) may display “lost time” as the next inquiry d6 corresponding to the response R5, and may display a plurality of candidates as the response R6. As a response R6, a time input field by the operation of the user U is displayed. Assume that the user U operates the client 101 and inputs “10 am in the morning” to the time input field of the reply R6.

  As shown in FIG. 6, the UI execution unit 111 of the chat server 100 displays, in the progress display column 402, progress information D including a list of contents of inquiries by the bot 112 and contents of responses by the user U in time series. To do. The progress display column 402 is provided with an operator read button 601 so that a dialogue with the operator Op can be performed at any time.

  Hereinafter, although details are omitted, as shown in FIG. 7, it is assumed that the chat server 100 (bot 112) sequentially makes inquiries d7 to d9, and the user U makes corresponding responses R7 to R9. These responses R7 to R9 are all in a state where the user U operates the client 101 to input text. Then, as shown in the progress display column 402 in FIG. 7, the UI execution unit 111 of the chat server 100 sequentially displays a list of various inquiries for specifying a wallet that is a forgotten item and a list of responses by the user U. indicate.

  When the bot 112 of the chat server 100 finishes a series of inquiries, the bot 112 displays “notifying the operator (substitute)” as an inquiry d10. In the above example, the chat server 100 shows a case where as much information as possible about the wallet is obtained by an automatic response by the bot 112. Thereafter, the distribution program 114 of the chat server 100 switches to the response by the operator Op, and leaves the processing to search for the “wallet” that is the corresponding forgotten item to the operator Op.

  At this time, the distribution unit (distribution program) 114 of the chat server 100 switches the communication connection between the client 101 of the user U and the bot 112 to the client 102 of the operator Op. At this time, the bot 112 puts the progress information D exchanged with the user U so far into the connection queue 116.

  Then, the call center bot 117 of the chat server 100 connects the client 101 of the user U to the operator Op client 102 that can respond at the time of switching. At this time, the call center bot 117 reads the progress information D of the corresponding user U from the connection queue 116 and transmits it to the client 102 of the corresponding operator Op.

  Then, as shown in FIG. 8, thereafter, a chat dialogue is performed between the user U and the operator Op. At this time, the operator Op can know the inquiry contents of the user U from the progress information D transmitted from the chat server 100, and can immediately chat with the user U regarding the lost item “wallet”.

  In the example illustrated in FIG. 8, the operator Op transmits, to the user U, a notification d11 that is searching for the presence of a “wallet” that is a forgotten item and a notification d12 that indicates that there is a “wallet” as a result of the search. In response to the response R10 “going to pick up” from the user U, the user U is notified d13 of “greeting to end chat”, and the response to the operator Op is ended.

  Then, when the operator Op performs the chat end operation by operating the client 102, the chat server 100 performs a termination process by an automatic response of the bot 112. For example, a bot 112 for termination processing can be used. The bot 112 of the termination process inquires the user U about personal information (name, address, telephone number, etc.) of the user U.

  Further, the bot 112 of the end process performs a questionnaire for the current inquiry as shown in FIG. For example, an inquiry d14 of “opinions and impressions” is transmitted. For this inquiry d14, a user U's response selection button r14 “very good / not particularly” may be transmitted at the same time. For the convenience of drawing, the number of items of the selection button r14 is small, but the number of items may be increased, for example, “very good / good / somewhat other / not so good / bad”. In this example, the user U replies “It was very good”, and further responds with a response R14 that “I helped me quickly” by entering the text of the wording.

  Thereafter, the bot 112 of the end process performs a notification d15 indicating “end of inquiry”, and then performs a notification d16 of “end by selecting the end button”. In this notification d16, a selection button r16 of “end button (return to top)” operated by the user U may be displayed.

  9 to 11 are examples of display screens of the client of the operator of the call center support system according to the embodiment. The display screen of the multi view on the client 102 of the operator Op is shown. The call center bot 117 of the chat server 100 transmits the progress information D of the user U to the client 102 of the selected operator Op.

  As shown in FIG. 9, on the display screen 901, a talk list 910 of a plurality of users U (a, b, c) is provided on the left side. A chat area 911 is provided on the right side, and chats (messages) of a plurality of users U (a, b, c) selected from the users U displayed in the talk list 910 are displayed in the chat area 911.

  Thus, the operator Op can receive inquiries from a plurality of users U at the same time. Correspondingly, the call center bot 117 of the chat server 100 connects the clients 101 of the plurality of users U to the client 102 of one operator Op to perform chatting.

  Chat with one user U can be performed by the selection of the user designation part 901a on the screen. When the user U (a) of the talk list 910 is selected and operated, the chat contents (messages) 911a of the user U (a) on the display area 910a of the talk list 910 are displayed in time series in the chat area 911.

  A message input unit 912 is provided below the chat content 911a, and the operator Op can input the text and perform a transmission operation to transmit the input message to the user U (a).

  Further, when 3 users U (a, b, c) are selected from a plurality of users displayed in the talk list 910 by selecting an icon in the multi-user specifying unit 901b, the chat area 911 corresponds to the number of users 3. Is displayed in three divisions.

  Then, the position (position in the width direction) of the user U (a, b, c) displayed on the talk list 910 can be arbitrarily set. The chat area 911 of the user U in the talk list 910 is divided into three in the width direction of the screen corresponding to the number of users U. When the cursor is moved in the width direction, the display position of the chat area 911 is displayed in, for example, a color for each region.

  The display area 910a in FIG. 9 shows the position of the left side divided into three. When the leftmost (first) display area 910a is selected on the user U talk list 910, the leftmost side of the chat area 911 is the user U (a). Chat area 911a.

  If the center (second) display area 910b is selected in the talk list 910 of the user U, the chat area 911b in the center of the chat area 911 becomes the display area of the user U (b), and is the most in the talk list 910 of the user U. When the right (third) display area 910c is selected, the rightmost chat area 911c of the chat area 911 becomes the display area of the user U (c).

  FIG. 10 shows a state in which the display area of the chat area 911 for the three users U (a, b, c) is determined. The user U (a) selects the leftmost display area 910a on the talk list 910 so that the leftmost side of the chat area 911 becomes the chat area 911a of the user U (a).

  The user U (b) selects the central display area 910b in the talk list 910, so that the central chat area 911b of the chat area 911 becomes the display area of the user U (b). When the user U (c) selects the rightmost display area 910c in the talk list 910, the rightmost chat area 911c of the chat area 911 becomes the display area of the user U (c).

  In the above example, the example in which the contents of the talks of the three users are displayed in the chat area 911 in response to the selection of the three users on the display screen 901 has been described. However, the number of users depends on the number of users selected in the talk list 910. Can be changed to 1 to n, and more user U talks can be displayed in the chat area 911.

  As described above, the client 102 of the operator Op can display the talk contents of a plurality of users U at the same time and can easily confirm them. Further, the user U displayed in the chat area 911 can be easily changed by user selection in the talk list 910. Further, the display area of the user U displayed in the chat area 911 can be changed to an arbitrary position.

  In FIG. 10, the display state of the chat with the user U is shown. Hereinafter, the display content at the time of the chat on the operator Op side for one user U will be described. As described above, when the client 102 performs an operation of “acceptance start” for an inquiry to the user U, the call center bot 117 of the chat server 100 instructs the client 102 of the operator Op to start the extraction position in the connection queue 116. The user U's progress information D is transmitted.

  Then, the client 102 of the operator Op displays the progress information (hearing summary) D of the user U (a) transmitted from the chat server 100 in the chat area 911a according to the display setting described in FIG. Note that an item S (inquiry reception time, chat number unique to each inquiry) S received from the chat server 100 is displayed at the upper position of the progress information D in the chat area 911a.

  In the chat area 911a of FIG. 10, first, the progress information D of the exchange with the user U when the chat server 100 automatically responds with the bot 112 is displayed (contents corresponding to FIGS. 4 to 7).

  Thereafter, as shown in FIG. 11, when the chat server 100 connects the user U's client 101 to the operator Op's client 102, the exchange between the operator Op and the user U is added to the progress information D. (Contents corresponding to FIG. 8).

  As shown in FIG. 11, the operator Op confirms the contents of the progress information D and selects and operates the “confirm” button 1101 to start chatting by the operator Op. Note that, as a result of the operator Op confirming the progress information D, if the operator Op itself cannot start a dialogue with the user U, the operator Op (SV) button 1102 is operated to operate another operator Op (SV). Subsequent correspondence can be transferred to. In this case, the call center bot 117 of the chat server 100 switches the chat connection destination of the user U to the other (SV) client 102.

  On the right side of FIG. 11, the above-described selection display column 401 and corresponding progress information D are described for convenience of explanation of the exchange with the user. Then, the operator Op operates the client 102 and inputs a word of content to be notified to the user U in the message input unit 912 of the display screen 901.

  In the example of FIG. 11, as described above, the operator Op notifies the user U of the notification d11 that the operator Op is searching for the “wallet” that is left behind, and the notification d12 that the search result indicates that “there is a wallet”. Send by chat. Upon receiving the response R10 “going to pick up” from the user U, the operator Op sends a notice d13 of “greeting to end chat” to the user U, and ends the response of the operator Op.

  Here, the notification d11 or the like for searching for the presence or absence of the “wallet” of the lost item is often used as a notification to the user U. ) Labor can be saved in inputting.

  FIG. 12 is a diagram illustrating an example of a log output by the call center support system according to the embodiment. The chat server 100 outputs a log 115 that records the entire content of the inquiry from the user U. The log 115 is progress information (hearing summary) D, and includes the content D1 of the exchange at the time of automatic response of the bot 112 of the chat server 100, the content D2 of the exchange at the time of handling the operator Op, and the communication item S.

  The chat server 100 creates a log 115 for each inquiry from the user U, and stores and stores the log 115 in the memory. Thereby, it becomes possible to easily search past inquiry contents and the like for each user U. In addition, the log 115 is a text sentence, and since the contents of the automatic response of the bot 112 and the chat of the operator Op are all recorded, the contents of the inquiry itself can be easily confirmed.

  FIG. 13 is a diagram illustrating operator correspondence to a plurality of users by the call center support system according to the embodiment. Inquiries from the plurality of users U (a, b, c) described above can be handled by the client 102 of one operator Op by the chat server 100.

  Clients 101 of a plurality of users U (a, b, c) that are communicatively connected to chat server 100 are distributed to a plurality by distribution program 114. A call center bot 117 is provided at each distribution destination. Thereby, the clients 101 of a plurality of users U (a, b, c) can be connected to the client 102 of one operator Op.

  As a result, as described with reference to FIGS. 9 to 11 described above, one operator Op performs chat for a plurality of users U (a, b, c) in parallel on the display screen 901 of one client 102. It can be carried out.

  FIG. 14 is a diagram for explaining the effect of handling an operator to a plurality of users by the call center support system according to the embodiment. As shown in FIG. 14A, in the current (conventional) call center operation, it takes an average of 15 minutes for the operator Op to respond to one inquiry from one user U. As a breakdown, the situation hearing of the inquiry from the user U is 10 minutes, and the resolution after the hearing is 5 minutes.

  On the other hand, according to the embodiment, the situation hearing is performed by the automatic response of the bot 112 instead of the operator Op, so that the solution time corresponding to the operator Op per user U can be reduced to 5 minutes.

  As described above, a plurality of users U can be handled by one operator Op. In this case, in the example shown in FIG. 14B, the situation hearing for the three users U (a, b, c) is performed in parallel by the bot 112, so that it does not take time for the operator Op. The work time performed by one operator Op is 5 minutes per user U (one case), so even if the correspondence for three persons is switched sequentially, only 15 minutes are required.

  As described above, the time required for the response on the operator Op side is 15 minutes per person, whereas in the embodiment, only 5 minutes is required. In the same 15 minutes, one operator Op has been able to deal with only one user U in the past, but according to the embodiment, it can deal with three people (three cases), and the call center operation is three times more efficient. It will be possible.

  FIG. 15 is a diagram for explaining an example of extension of the call center support system according to the embodiment. An example of expansion of each part of the call center support system will be described. The client 101 of the user U is not limited to the configuration 101a that displays the Web with the Web widget as described above, but can be applied to the application of the chat service 101b or the messenger application 101c. In addition, the user U can answer the inquiry by voice, and the chat server 100 can recognize the voice.

  Moreover, the bot 112 of the chat server 100 can improve the accuracy and efficiency of an automatic response with the user U by installing the AI engine. The bot 112 does not make an inquiry in a question-and-answer format, but can improve efficiency by inquiring only the missing parameter (question) according to the state of the previous inquiry and the answer. For example, when the user U answers a plurality of parameters at a time (today, forgetfulness, umbrella), only the missing parameters (color, shape) are inquired once or a plurality of times.

  In addition, by making the bot 112 multilingual compatible, it is possible to support the language used by the user U. At this time, it is not limited to recognizing and responding to the texts of each country, but it is also possible to make inquiries with the speech of the corresponding language by the user U's speech recognition. Further, the DB 113 can make an inquiry to the user U in an easy-to-understand manner by using not only text and voice but also images and moving images for chat with the user U.

  Further, the call center bot 117 increases the number of bots as xn, so that one operator Op can simultaneously interact with a plurality of users U as described above. Further, by performing AI analysis on the contents of the log 115, it becomes possible to find problems and improvement problems, and to improve the accuracy of response to inquiries.

  Further, the client 102 of the operator Op can efficiently perform chat with respect to the plurality of users U by one operator Op by the multi-view function for displaying the plurality of users U on the display screen described above.

  According to the embodiment described above, the chat server automatically responds to inquiries from the user by first automatically responding to the inquiries from the bot, and then switching from the bot to the operator. As a result, it is possible to reduce the work load on the operator who responds to the inquiry from the user, and to shorten the inquiry time per user. As a result, inquiries from a plurality of users can be handled and processed smoothly, and the efficiency of call center operations can be improved.

  In addition, the chat server can equally allocate inquiries from a plurality of users to the operators in accordance with the increase or decrease in the number of operators. In addition, it is possible to level the work of the entire call center business by assigning many users to skilled workers and assigning few users to beginners according to the level of proficiency for each operator. For example, each operator can complete the work within the reception time set by the call center, and it becomes possible to cope with a change in the number of operators and a shortage of personnel.

  In addition, when the chat server makes an automatic response using a bot and sends an inquiry to the user, the chat server transmits a plurality of response selection buttons assumed in advance to the user so that the user can simplify operations such as text input as much as possible. You will be able to respond by simply selecting. Thereby, a plurality of inquiries at the time of using the bot can be smoothly and sequentially advanced, and the number of exchanges can be reduced. At the same time, text input operations and voice conversations can be omitted as much as possible on the user side, and the time required for inquiries from the user side can be shortened.

  In the above embodiment, an example has been described in which an operator responds by chat (or voice conversation) after an automatic response by bot. However, in some cases, the inquiry from the user can be completed with only bot. In this case, the operator's response can be made unnecessary, and the inquiry work can be made more efficient.

  The call center can perform only automatic response by bot for 24 hours. In this case, the chat server may hold the progress information (hearing summary) of the matter that needs to be handled by the operator in the connection queue. The chat server can read out the progress information from the connection queue when the operator is working. In this case, a response from the call center to the user is required, and there may be a case where chat or other exchanges with the operator cannot be immediately performed due to circumstances on the user side. As this correspondence, for example, the inquiry time and the inquiry destination may be designated and input from the user in advance. Moreover, what is necessary is just to make it make the inquiry including the last chat number from a user again.

  In addition, the operator's client can simultaneously display a plurality of chats exchanged with a plurality of users, and can efficiently exchange chats with a plurality of users. In addition, a list of a plurality of users who are chatting can be displayed in the talk list, and details of a user's talk selected in the talk list can be displayed in a chat area divided by the number of divisions according to the number of users. Even if the number is large, it is possible to chat efficiently.

  Furthermore, the user's talk displayed in the chat area can be easily changed by changing the user's selection displayed in the talk list. That is, simultaneous parallel processing can be performed while switching multiple user queries. For example, when it takes time to wait for an answer from a certain user, it becomes possible to chat with other users using the waiting time.

  In addition, since the display area of users in the talk list is divided according to the number of users, users who want to display detailed messages in the chat area can be arbitrarily selected, and multiple users can be efficiently displayed on a limited display area. Will be able to view the chat.

  In the above-described embodiment, the call center business that receives an inquiry from a customer of a certain company has been described as an example. However, the present invention relates to information management such as voices (opinions) and notice points of visitors from multiple stores such as apparel. , Inquiries from dispatching applicants to companies dispatched to apparel stores, reports from each company's site, business reports from multiple users (rounders) who go out during patrols, etc., regular quality at restaurants in the restaurant industry Various inquiries such as quality management by management inquiries and responses, shift work management by regular shift requests and responses to part-time job managers, daily diary management of taxi and other driving diaries and vehicle information, advance payments, etc. Can be applied to.

  Note that the program related to call center support described in this embodiment can be realized by executing a program prepared in advance by a computer. The program is recorded on a computer-readable recording medium such as a semiconductor memory, a hard disk, a flexible disk, a CD-ROM, or a DVD, and is executed by being read from the recording medium by the computer. Further, this program may be distributed through a network such as the Internet.

  As described above, the present invention is useful when applied to a call center support apparatus or system using a chat service.

100 Chat server 101, 102 Client 111 UI execution unit 113 DB
114 Sorting part (sorting program)
115 log 116 connection queue 117 call center bot
201 CPU
202 ROM
203 RAM
401 Selection display field 402 Progress display field 901a User designation part 901b Multi-user designation part 910 Talk list 911 Chat area 911a-911c Chat content 912 Message input part D (D1, D2, D3) Progress information U user

Claims (15)

In a call center support apparatus connected to a plurality of user clients and a plurality of operator clients interacting with the user clients,
A preset automatic response message corresponding to an inquiry from the user's client is transmitted to the user's client, and a next preset automatic response message corresponding to a response from the user's client is sent to the user's client. Bot which repeatedly transmits and acquires a plurality of response information returned by the client of the user;
After acquiring the response information returned by the user in response to the automatic response message of the bot, the user's client is switched from the automatic response message by the bot to the operator's client, and the period until the connection is switched A control unit that transmits progress information including the automatic response message of the bot and the response information to the client of the switched operator;
A call center support apparatus comprising: When the bot transmits the automatic response message set in advance and the response information corresponding to the automatic response message is obtained, the bot requests connection switching to the control unit,
The control unit is based on the connection switching request,
The call center support apparatus according to claim 1, wherein connection switching is performed to the operator's client from the automatic response message by the bot. The bot is
Along with the automatic response message, a plurality of response messages that presuppose the user's response corresponding to the automatic response message are set and transmitted to the user's client,
The call center support apparatus according to claim 1, wherein the user client repeatedly selects an automatic response message to be transmitted next in response to a reply message selected from a plurality of response messages. The controller is
The said progress information is hold | maintained in a message queue, The said progress information is transmitted from the said message queue to the said operator's client at the time of the connection switch to the said operator's client, The Claim 2 or 3 characterized by the above-mentioned. Call center support device.   5. The call center support apparatus according to claim 4, wherein the message queue processes the progress information in a first-in first-out manner. A call center bot for switching connection to the operator's client that can handle a plurality of connections when switching by the control unit;
6. The call center support apparatus according to claim 5, wherein the call center bot transmits the progress information from the message queue to a client of the operator to be connected. A plurality of users 'clients, a chat server that is communicatively connected to the user's client and sends an interactive message to the user's client, and a plurality of operators' clients that are communicatively connected to the chat server and interact with the user's client In a call center support system including
The chat server
A preset automatic response message corresponding to an inquiry from the user's client is transmitted to the user's client, and a next preset automatic response message corresponding to a response from the user's client is sent to the user's client. Bot which repeatedly transmits and acquires a plurality of response information returned by the client of the user;
After acquiring the response information returned by the user in response to the automatic response message of the bot, the user's client is switched from the automatic response message by the bot to the operator's client, and the period until the connection is switched A control unit that transmits progress information including the automatic response message of the bot and the response information to the client of the switched operator;
A call center support system comprising: When the bot transmits the automatic response message set in advance and the response information corresponding to the automatic response message is obtained, the bot requests connection switching to the control unit,
The control unit is based on the connection switching request,
8. The call center support system according to claim 7, wherein the connection is switched to the operator's client from the automatic response message by the bot. The chat server
A call center bot for switching connection to the operator's client that can handle a plurality of connections when switching by the control unit;
The call center support system according to claim 7 or 8, wherein the call center bot transmits the progress information from the message queue to a client of the operator to be connected. The chat server has a plurality of the call centers bot,
The call center support system according to claim 9, wherein a plurality of call center bots respectively connect a plurality of users' clients to one operator's client. The operator's client is
The progress information for each user received from the chat server and messages exchanged with a plurality of users' clients after connection switching are displayed in a chat area divided for each user. The call center support system according to any one of 10. The operator's client is
A display area of a talk list showing a state during a talk with a plurality of users'clients;
12. The display area according to claim 11, further comprising: a display area for displaying a plurality of messages received from the client of the user selected from the display area of the talk list in each chat area divided by the number of users. The described call center support system. The operator's client is
A plurality of areas divided by the number of users are displayed on a display area of the talk list, and a message of the user's client is displayed in the chat area corresponding to a selected position in the divided area. The call center support system according to claim 12. In a call center support method performed by a chat server connected to a client of a plurality of users and a client of a plurality of operators interacting with the client of the user,
The chat server computer is:
Sending a preset automatic response message to the user's client in response to an inquiry from the user's client;
Repeatedly sending the next automatic response message corresponding to the response from the user's client to the user's client to obtain a plurality of response information returned by the user's client;
After obtaining the response information returned by the user in response to the automatic response message, the user's client is switched from the automatic response message to the operator's client, and the automatic operation during the period until the connection is switched. Sending progress information composed of a response message and the reply information to the switched client of the operator;
A call center support method characterized by executing processing. In a call center support program of a chat server connected to a client of a plurality of users and a client of a plurality of operators interacting with the client of the user,
In the chat server computer,
Sending a preset automatic response message to the user's client in response to an inquiry from the user's client;
Repeatedly sending the next automatic response message corresponding to the response from the user's client to the user's client to obtain a plurality of response information returned by the user's client;
After obtaining the response information returned by the user in response to the automatic response message, the user's client is switched from the automatic response message to the operator's client, and the automatic operation during the period until the connection is switched. Sending progress information composed of a response message and the reply information to the switched client of the operator;
A call center support program characterized by causing processing to be executed.

Images