JP2020035007A - Information processing device, information processing method, and program - Google Patents

Abstract

To quickly get the payment of a reward corresponding to an operator performance.SOLUTION: A customer service system 1 pays a reward amount in a virtual currency to an operator when a prescribed achievement condition related to the reward is satisfied by that the operator at a call center 2 makes a chat or call with a customer. Hereby, the customer service system 1 can immediately pay a suitable reward for the operator who takes a high-quality service leading to the profit of a company 2 such as an increase in the sales amount of products and in customer satisfaction, and can be expected to lead to many benefits by increasing its motivation and improving customer service quality further.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an information processing apparatus, an information processing method, and a program, and is suitably applied to, for example, a call server installed in a call center.

  2. Description of the Related Art In recent years, in a call center, a plurality of operators perform a call, a chat, or a communication by e-mail with a customer, and the operator responds to the customer by explaining a product or responding to an inquiry. In some of such call centers, a call server is installed, and a chat or a call from a customer is sorted based on a correspondence situation of each operator.

  Such operator rewards include, for example, hourly and daily salaries, as well as, for example, those paid in accordance with the number of calls (telephone calls) and e-mails corresponding to each operator. It has been proposed (for example, see Patent Document 1).

JP 2016-14066 (FIG. 1 etc.)

  However, in the call center having such a configuration, regardless of whether or not the response of each operator has led to sales of the product or whether or not the customer satisfaction has increased, the call center according to the number of calls and chats that the operator has responded to Rewards are paid.

  For this reason, the call center pays more rewards to operators who have achieved profits, such as sales of products and increased customer satisfaction, that have a positive effect on the company that has established the call center. There is a problem that you can not pay a reward.

  The present invention has been made in view of the above points, and an object of the present invention is to propose an information processing apparatus, an information processing method, and a program capable of promptly paying a reward corresponding to the result of an operator.

  In order to solve the above problem, an information processing apparatus according to the present invention is an information processing apparatus connected to a first communication device, connected to a plurality of second communication devices, and connected to a virtual currency processing device. A communication is performed between the communication device and any of the second communication devices, and a determination processing unit that determines whether a predetermined achievement condition related to a reward is satisfied, and that the achievement condition is satisfied by the determination processing unit If it is determined, the virtual currency processing device is used for the second operator by using the currency address information of the second operator who has operated the second communication device that has executed the communication and the reward information for the second operator. And a payment processing unit for requesting a payment processing to be provided.

  Further, in the information processing method of the present invention, the information processing method of the information processing device connected to the first communication device, connected to the plurality of second communication devices, and connected to the virtual currency processing device, A determination step of determining whether communication is executed between the first communication device and any of the second communication devices and a predetermined achievement condition relating to a reward is satisfied; If it is determined that the payment has been made, the deposit processing unit uses the currency address information of the second operator who has operated the second communication device that has performed the communication and the reward information for the second operator to execute the virtual currency processing device. And a payment step for requesting the second operator to perform a payment process.

  Further, in the program according to the present invention, the information processing device connected to the first communication device, connected to the plurality of second communication devices, and connected to the virtual currency processing device is connected to any one of the first communication device and the second communication device. The communication is performed between the device and a determination processing unit that determines whether a predetermined achievement condition related to a reward is satisfied, and when the determination processing unit determines that the achievement condition is satisfied, the communication is performed. Payment processing for requesting the virtual currency processing device to perform payment processing for the second operator using the currency address information of the second operator who has operated the second communication device and the reward information for the second operator. Function as a part.

  ADVANTAGE OF THE INVENTION According to this invention, the information processing apparatus, information processing method, and program which can pay the reward according to the result of an operator quickly can be implement | achieved.

It is an approximate line figure showing the whole customer response system composition. FIG. 3 is a schematic diagram illustrating a configuration of various tables. It is a flowchart which shows the customer response processing procedure (1). It is a flowchart which shows the customer response processing procedure (2).

  Hereinafter, embodiments for carrying out the invention (hereinafter, referred to as embodiments) will be described with reference to the drawings.

[1. Configuration of Customer Response System]
As shown in a schematic configuration in FIG. 1, in a customer response system 1 according to the present embodiment, a company 2 that sells products operates a call center 3. The call center 3 is connected to a call terminal 4 operated by a customer via a public network 5 or an IP (Internet Protocol) network 6. In the customer response system 1, a plurality of virtual currency servers 7 are connected to the call center 3. These virtual currency servers 7 are connected to a virtual currency network 8.

  The public network 5 is a line network for relaying a public telephone line, and mainly performs processing such as connection and disconnection of voice communication or relaying. The IP network 6 is an information network using a protocol such as TCP / IP (Transmission Control Protocol / Internet Protocol), and relays various packetized information to reach respective destinations. Incidentally, a plurality of call terminals 4 are connected to the customer response system 1 via a public network 5 and an IP network 6, but for convenience of explanation, only one call terminal 4 is shown in FIG.

  In the call center 3, a plurality of operators (not shown) are working, and the operators respond to customers, that is, chat (interchange by character strings) with the customers and telephone calls (via telephone lines). Communication). The call center 3 is provided with a call server 11, a plurality of operator terminals 12, a control database 13, a public network gateway server 14, an IP network gateway server 15, and a web server 16, which are mutually connected via a network 17. It is connected.

  The public network gateway server 14 is connected to the public network 5 and performs processing for relaying call data and call control procedures. The IP network gateway server 15 is connected to the IP network 6 and relays various data packets and also performs processing for relaying call data and call control procedures in a so-called IP call.

  The web server 16 has a control unit, a storage unit, a communication unit, and the like (not shown). This storage unit holds, for example, data on a web page that introduces products sold by the company 2. When receiving a request for a web page from the call terminal 4, the web server 16 can transmit data constituting the web page to the call terminal 4 in response to the request.

  The call server 11 as an information processing apparatus has a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and the like (not shown). The call server 11 also has a storage unit (not shown) formed of a hard disk drive, a flash memory, or the like, a communication interface (not shown) for connecting to the network 17, and the like.

  The call server 11 performs various processes by reading a predetermined program from a ROM, a storage unit, or the like by using a CPU and executing the program while using the RAM as a work area. For example, the call server 11 configures a plurality of functional blocks such as a communication unit 21, a call control unit 22, a chat processing unit 23, a determination processing unit 24, and a payment processing unit 25 by reading and executing a reward payment program from a storage unit. I do.

  The communication section 21 is a section that performs communication processing for transmitting and receiving various information to and from the call terminal 4 via the network 17 or the like, and has an automatic call distribution section (ACD: Automatic Call Distributer) 21A therein. are doing. When there is a chat connection request or a call connection request from the call terminal 4, the automatic call distribution unit 21 </ b> A as a communication distribution unit distributes the connection request to any one of the operator terminals 12 for connection. As a result, the operator who operates the assigned operator terminal 12 communicates (that is, communicates) with the customer who operates the call terminal 4 by chat or call. In this case, the communication connection between the communication unit 21 and the communication terminal 4 may be via any of the public network 5 and the IP network 6.

  The call control unit 22 controls connection processing of a telephone line when a call is made between the call terminal 4 and the operator terminal 12, that is, when a customer and an operator have a conversation via a telephone. The chat processing unit 23 exchanges a chat with a customer and controls chat exchange when an operator participates in the chat. The determination processing unit 24 determines whether or not an achievement condition described later is satisfied. The payment processing unit 25 as a payment processing unit and a notification processing unit executes processing related to payment (details will be described later).

  Each operator terminal 12 as a second communication device is a terminal device operated by each operator as a second operator. The operator terminal 12 has a configuration similar to, for example, a general personal computer, and includes a communication unit 31, an operation unit 32, a display unit 33, a voice processing unit 34, and the like. The communication unit 31 performs a communication process of transmitting and receiving various information to and from the call server 11 via the network 17. The operation unit 32 is, for example, a keyboard, a mouse, a touch panel, or the like, and receives an operation input by an operator. The display unit 33 is, for example, a liquid crystal display, and displays various information.

  The audio processing unit 34 has an A / D (Analog / Digital) conversion function, a D / A (Digital / Analog) conversion function, and the like, and mutually converts an analog audio signal and digital audio data. The audio processing unit 34 is connected to a headset having a speaker and a microphone. This headset is worn on the operator's head and used when talking with a customer.

  The control database 13 stores various data such as a call history table T1, an achievement condition table T2, a company account information table T3, and an operator account information table T4 shown in FIG.

  The call history table T1 stores various information related to a call made between the operator and the customer. Specifically, the call history table T1 includes a start date and time indicating the date and time when the call was started, a customer ID uniquely assigned to each customer, an operator ID uniquely assigned to each operator, and information on a product purchased by the customer. Each column is provided with a number of product sales representing the number and a customer satisfaction value obtained by quantifying the customer satisfaction. When a call is made between the operator and the customer, the call history table T1 stores values in the respective columns by the call server 11 and is updated as needed.

  The achievement condition table T2 stores achievement conditions that are conditions to be achieved in order to pay a reward to the operator (that is, predetermined achievement conditions related to the reward). Specifically, the achievement condition table T2 stores, as the achievement conditions, that the number of product sales is one or more and that the value of customer satisfaction has increased by 10. The customer satisfaction degree is a numerical value representing the degree to which the customer is satisfied based on the product, the correspondence of the operator, and the like. In addition, the achievement condition table T2 stores a virtual currency reward paid to the operator in association with each achievement condition. For convenience of explanation, the information stored in the remuneration amount column is hereinafter also referred to as remuneration information.

  The company account information table T3 stores information about virtual currency accounts held by the company 2 that operates the call center 3. Specifically, in the company account information table T3, a currency address indicating the address of a virtual currency wallet held by the company 2 in the virtual currency server 7, a secret key required for remitting virtual currency, and the company 2 possession Each column of the amount of possessed currency representing the amount of virtual currency is provided.

  The operator account information table T4 stores information relating to virtual currency accounts held by the operator. Specifically, the operator account information table T4 is provided with columns of an operator ID uniquely indicating an operator and a currency address indicating an address of a virtual currency wallet held in the virtual currency server 7 by the operator. For convenience of explanation, the information stored in the currency address column is hereinafter also referred to as currency address information.

  Incidentally, in addition to the above-described tables, the control database 13 stores, for example, various information related to chats performed in the past, voices of calls performed in the past, and products sold in the past by various tables (not shown). Various kinds of information on the type and quantity of information, or information on rewards paid to each operator in the past are also stored.

  The call terminal 4 (FIG. 1) as the first communication device is an information communication device such as a smartphone or a tablet terminal, and includes a communication unit 41, a display operation unit 42, a voice processing unit 43, and the like. The communication unit 41 is connected to the call center 3 via the public network 5, the IP network 6, or the public network 5 and the IP network 6, and transmits and receives various data. The display operation unit 42 is, for example, a touch panel in which a touch sensor is combined with a liquid crystal display, and displays various information and receives an operation instruction from a customer.

  The voice processing unit 43 converts analog voice signals and digital voice data into and out of each other, similarly to the voice processing unit 34 of the operator terminal 12. A microphone and a speaker (not shown) are connected to the audio processing unit 43. Therefore, when the communication terminal 4 is connected to the call server 11 of the call center 3 via the public network 5 or the IP network 6, the communication between the operator of the operator terminal 12 allocated by the call server 11 and the customer is performed. Can be done.

  For example, the call terminal 4 connects to the web server 16 via the IP network 6 or the like by executing a web browser based on a customer operation as a first operator. Thereby, the call terminal 4 displays the web page supplied from the web server 16 on the display / operation unit 42 and transmits the operation instruction received via the display / operation unit 42 to the web server 16 to perform the operation. A new web page can be obtained based on the instruction.

  The virtual currency server 7 as a virtual currency processing device is a server that performs processing relating to virtual currency, and has a communication unit 51, a transaction processing unit 52, and a virtual currency database 53. The communication unit 51 performs a communication process with the call server 11 via the network 17 of the call center 3 and a communication process with the virtual currency network 8. The transaction processing unit 52 performs transaction processing relating to virtual currency, such as payment (remittance) of virtual currency. The virtual currency database 53 stores various data related to the virtual currency, such as data representing the virtual currency and a currency address.

  The virtual currency network 8 operates virtual currency through a network connecting the virtual currency server 7 and another server (not shown). In the virtual currency network 8, a plurality of servers form a decentralized network connected via the network, manage a plurality of transaction data in block units, and form a block chain connecting a plurality of blocks. are doing.

  A nonce value is inserted into each data block together with a plurality of transaction data for the purpose of making falsification difficult, and a hash value is calculated by a specific hash function. On the other hand, a plurality of nodes (for example, computer devices) called minors (miners) are connected to the virtual currency network 8. In the virtual currency network 8, each node performs a calculation process called mining, so that the nonce value of each data block is searched. If a valid nonce value that satisfies a predetermined condition is searched, this data block is searched. The block is sent to each node as valid and linked to the existing blockchain, and the transaction processing is approved.

  As described above, in the customer response system 1, the call center 3 is generally managed by the call server 11, and the chat and the call between the customer who operates the call terminal 4 and the operator who operates the operator terminal 12 in the call center 3 are performed. Can be performed. Further, in the customer response system 1, it is possible to perform a deposit process (remittance process) using virtual currency by using the virtual currency server 7 connected to the virtual currency network 8.

[2. Customer service processing]
Next, in the customer service system 1, a customer service process in which an operator performs communication (communication) with a customer by chat or telephone call will be described. The customer response process includes a process in which the call server 11 chats with the customer, a process in which the operator performs chat with the customer, a process in which the operator makes a call with the customer, and a process in which the operator talks with the customer. Includes a process for paying a reward.

  For the sake of explanation, here, the customer who operates the call terminal 4 is interested in the product of the company 2 and considers purchasing (that is, commercial transaction) the product while referring to a web page on which the product of the company 2 is posted. Suppose that That is, the call terminal 4 executes a web browser based on the operation of the customer, connects to the web server 16, acquires data of a web page on which products of the company 2 are posted, and displays the data on the display operation unit 42. I have.

  When transmitting the data of the web page on which the product of the company 2 is posted, the web server 16 sequentially notifies the call server 11 of information such as the content of the transmitted page, the status of the transition, and the time at which each page was requested. . In response to this, the chat processing unit 23 of the call server 11 uses the information notified from the web server 16 as the web page browsing status of the customer who operates the call terminal 4 and the time during which each web page is referred to. Ascertain the transition history of web pages.

  Then, if the chat processing unit 23 determines that the chat should be started with the customer, the chat processing unit 23 starts the customer handling procedure RT1 shown in FIGS. 3 and 4 and proceeds to step SP1. FIG. 3 shows each process executed by the call server 11. On the other hand, FIG. 4 illustrates a process executed by the call server 11 and the virtual currency server 7 while exchanging each other.

  In step SP1 (FIG. 3), the call server 11 executes an automatic chat process in which the chat processing unit 23 automatically advances the chat with the customer, and proceeds to the next step SP2. Specifically, the chat processing unit 23 cooperates with the web server 16 and, based on the web page browsing status, for example, “Do you have any problems?” Or “What kind of product are you looking for?” The most appropriate one is selected from the sentences prepared in advance, or an appropriate sentence is created and transmitted to the call terminal 4. Further, when a question or a request is transmitted from a customer by chat, the chat processing unit 23 analyzes the question and obtains the meaning of the question, generates an appropriate answer sentence, and replies. In response, the call terminal 4 displays the text of the chat on the display operation unit 42 by a display method such as displaying a sub window in the browser.

  In step SP2, the call server 11 determines whether or not a response from the operator is necessary. For example, the call server 11 determines that the operator needs to respond when the chat processing unit 23 cannot appropriately answer a question or a request from the customer, or when the customer does not transition from a predetermined web page for a while. . If a negative result is obtained here, this means that no action by the operator is required and the automatic chat process by the chat processing unit 23 should be continued. At this time, the call server 11 returns to step SP1 and continues the automatic chat process.

  On the other hand, if a positive result is obtained in step SP2, the procedure moves to the next step SP3. In step SP3, the call server 11 distributes the response to the customer to one of the operators, and proceeds to the next step SP4. Specifically, the call server 11 selects one of the operators according to a predetermined distribution criterion in an automatic call distribution unit (ACD) 21 of the communication unit 21 and sends the selected operator to an operator terminal 12 (FIG. 1) used by the operator. Notice. For convenience of explanation, hereinafter, the operator selected at this time is referred to as a corresponding operator, and the operator terminal 12 operated by the corresponding operator is referred to as a corresponding operator terminal 12R.

  In step SP4, the call server 11 determines the status of the chat so far, that is, the content of the chat exchanged between the customer and the chat processing unit 23, the state of referring to the web page based on the operation of the customer, and the like. The data is transmitted to the terminal 12R, and the process proceeds to the next step SP5. In response, the corresponding operator terminal 12R causes the display unit 33 to display the received information. Thereby, the response operator can grasp the contents of the chats up to now, the reference status of the web page by the customer, and the like.

  In step SP5, the call server 11 transmits the question sentence to the customer generated by the chat processing unit 23 or the question sentence to the customer created by the response operator to the telephone terminal 4, and proceeds to the next step SP6. At this time, based on the situation of the chat with the customer, the response operator can choose to have the chat processing unit 23 generate the question text or to generate the question text by himself.

  When the call server 11 receives the answer sent from the telephone terminal 4 based on the operation of the customer in step SP6, the call server 11 notifies the corresponding operator terminal 12R and moves to the next step SP7. In response to this, the corresponding operator terminal 12R displays the notified answer sentence on the display unit 33 and allows the corresponding operator to visually recognize it. Also, at this time, the chat processing unit 23 analyzes the received answer sentence to grasp its meaning.

  In step SP7, the call server 11 causes the determination processing unit 24 to determine whether or not the corresponding operator has created the question sentence transmitted in step SP5. If a positive result is obtained here, the call server 11 proceeds to the next step SP8, records that the corresponding operator has created the question text in the control database 13, and proceeds to the next step SP9. On the other hand, if a negative result is obtained in step SP7, the call server 11 skips step SP8 and moves to the next step SP9.

  In step SP9, the call server 11 determines whether a predetermined achievement condition regarding a reward is satisfied based on a result of analyzing the content of the chat. Specifically, the call server 11 refers to the achievement condition table T2 (FIG. 2B) by the determination processing unit 24 (FIG. 1) and finds that the number of items sold is 1 for the specific contents of the registered achievement conditions. It is determined whether the above is true and whether the value of customer satisfaction has increased by 10 or more.

  For example, the determination processing unit 24 considers the number of product sales to be 1 when the customer indicates an intention to purchase one product based on the analysis result of the answer sentence obtained from the customer in the chat processing unit 23. In addition, the determination processing unit 24 regards the increase value of the customer satisfaction level as 10, for example, when the customer reports that the customer has been sufficiently satisfied with the corresponding content of the corresponding operator.

  If a negative result is obtained in step SP9, this means that the predetermined achievement condition regarding the reward has not been satisfied by the previous chat with the customer, and it is necessary to pay the corresponding operator at this stage. It means that there is not. At this time, the call server 11 moves to the next step SP10.

  In step SP10, the call server 11 determines whether or not to shift to a call. Specifically, the call server 11 analyzes the answer sent from the customer or the chat question created by the response operator by the determination processing unit 24, and consents to the call between the customer and the response operator. It is determined whether or not the condition is satisfied. If a negative result is obtained here, this indicates that the customer does not want to switch to the call and should continue chatting. At this time, the call server 11 moves to the next step SP11.

  In step SP11, the call server 11 uses the chat processing unit 23 to determine whether or not the chat with the customer has ended. If a negative result is obtained here, this indicates that the chat with the customer is continuing. At this time, the call server 11 returns to step SP5 again and repeats a series of processing. When a positive result is obtained in step SP11, the call server 11 proceeds to the next step SP20 (FIG. 4).

  As described above, the call server 11 determines whether or not a predetermined achievement condition regarding a reward is satisfied based on the content of the chat every time a chat is exchanged between the corresponding operator or the chat processing unit 23 and the customer; It is determined whether or not to shift to a call.

  On the other hand, if a positive result is obtained in step SP10, this means that the consent to shift to the call between the customer and the corresponding operator is formed, and the shift from the chat to the call is performed. At this time, the call server 11 moves to the next step SP12.

  In step SP12, the call server 11 connects the communication line between the customer and the corresponding operator terminal by the call control unit 22, and proceeds to the next step SP13. In step SP13, the call server 11 records information related to the call in the call history table T1 (FIG. 2A), that is, the start date and time, the operator ID of the corresponding operator, and the like, and proceeds to the next step SP14.

  In step SP14, the call server 11 determines whether or not a predetermined achievement condition relating to a reward is satisfied based on a result of analyzing a voice uttered by the customer or the content of the conversation using a voice recognition technology or the like. Specifically, the call server 11 refers to the achievement condition table T2 (FIG. 2 (B)) by the determination processing unit 24 (FIG. 1) by using the determination processing unit 24 (FIG. 1), as in the case of step SP9. With respect to the contents, it is determined whether the number of sold products is 1 or more and whether or not the value of customer satisfaction has increased by 10 or more. Incidentally, the call server 11 repeatedly determines whether or not the achievement condition has been satisfied while the call between the customer and the corresponding operator is continued.

  If a negative result is obtained in this step SP14, this means that the predetermined achievement condition regarding the reward is not satisfied in the call with the customer, and it is not necessary to pay the corresponding operator for the call. ing. At this time, the call server 11 proceeds to the next step SP15, disconnects the call between the customer and the corresponding operator by the call control unit 22, and then proceeds to the next step SP20 (FIG. 4).

  On the other hand, if a positive result is obtained in step SP9 or a positive result is obtained in step SP14, that is, if a predetermined achievement condition relating to reward is satisfied in a chat or a call performed between the corresponding operator and the customer, This means that the corresponding operator should be paid. At this time, the call server 11 moves to the next step SP16 (FIG. 4).

  In step SP16, the call server 11 calculates a reward amount to be paid to the corresponding operator, and proceeds to the next step SP17. Specifically, the call server 11 refers to the achievement condition table T2 (FIG. 2 (B)) to read a reward amount corresponding to the satisfied achievement condition, and sets this as a reward amount to be paid to the corresponding operator.

  In step SP17, the call server 11 requests the virtual currency server 7 to deposit a reward amount from the currency address of the company 2 to the currency address of the corresponding operator by the deposit processing unit 25, and proceeds to the next step SP18. Specifically, the payment processing unit 25 first reads out information such as the currency address and the secret key of the company 2 from the company account information table T3 (FIG. 2C), and also reads the currency address of the corresponding operator from the operator account information table T4. read out. Subsequently, the payment processing unit 25 sets the currency address of the company 2 as a payment source (remittance source), sets the currency address of the corresponding operator as the payment destination (remittee), sets the reward amount as the deposit amount (remittance amount), and keeps them secret. By generating new transaction data encrypted with the key and transmitting the generated transaction data to the virtual currency server 7, a payment processing request is made.

  In step SP18, the call server 11 notifies the corresponding operator terminal 12R that the corresponding operator has been paid by the payment processing unit 25. In response to this, a pop-up window is generated on the display unit 33 of the corresponding operator terminal 12R, for example, so as to overlap another window, and the fact that the reward has been paid, the amount of the reward, and the like are displayed therein.

  On the other hand, the virtual currency server 7 (FIG. 1) has started the processing procedure RT2 shown in FIG. 4 in advance, and is ready to receive transaction data from another server or the like. Therefore, upon receiving new transaction data from the call server 11, the virtual currency server 7 proceeds to step SP31.

  In step SP31, the virtual currency server 7 starts remittance on the block chain, and proceeds to the next step SP32. Specifically, the virtual currency server 7 first attempts to decrypt the received transaction data using the public key of the call server 11 that is the transmission source, and if successful, regards this as authentic transaction data from the call server 11. . Subsequently, the virtual currency server 7 combines the transaction data and other new transaction data into a new data block, inserts a predetermined nonce value into the new data block, and calculates a hash value using a specific hash function. Then, the virtual currency server 7 transmits the new data block to the virtual currency network 8, and further transmits the data block to other virtual currency servers 7 and other minor nodes (not shown).

  In step SP32, the virtual currency server 7 acquires from the virtual currency network 8 a notification that the transaction data has been written and approved in the block chain, and proceeds to the next step SP33. Specifically, in the virtual currency network 8, each node performs mining processing, and when a correct nonce value is searched for by any node, a new data block is regarded as valid and other nodes or virtual currency The server 7 is notified.

  In response to this, each virtual currency server 7 records the notified new data block in the respective virtual currency database 53, so that the new data block is connected to the existing block chain and this new data block is The new transaction data contained in the block has been approved. That is, the remuneration amount is transferred (transmitted) from the account of the company 2 to the account of the corresponding operator.

  In step SP33, the virtual currency server 7 has transmitted to the call server 11 a notification that the settlement processing has been completed, that is, that the payment (remittance) processing of the reward amount from the account of the company 2 to the account of the corresponding operator has been completed. Thereafter, the process moves to the next step SP34 to complete the processing procedure RT2.

  When the call server 11 receives the notice of the settlement completion from the virtual currency server 7, the call server 11 proceeds to step SP19, records that the settlement is completed in the control database 13, and then proceeds to the next step SP20 to execute the customer handling procedure RT1. To end.

  In addition, when a positive result is obtained in step SP11 and when the process of step SP15 is completed, that is, when the chat and the call are ended without satisfying the predetermined achievement condition regarding the reward, the call server 11 gives the corresponding operator a reward. Without paying, the process moves to step SP20 and ends the customer handling procedure RT1.

[3. Effects]
In the above-described configuration, in the customer response system 1 according to the present embodiment, when the operator of the call center 3 chats or talks with a customer and a predetermined achievement condition relating to the reward is satisfied, the reward amount is given to the operator. Was paid by virtual currency.

  That is, in the customer response system 1, since only the operator who has taken a high-quality response that leads to the profits of the company 2 such as an increase in the number of sold products and an increase in customer satisfaction is paid, the chat and the call corresponding to each operator are performed. It is possible to avoid paying a useless reward to an operator who has taken useless action, as compared with a case where a reward is paid according to the number. In other words, the customer response system 1 is configured to pay a reward according to satisfying a predetermined achievement condition regarding the reward, so that each operator is motivated to perform a high-quality response to each customer. To increase the quality of customer service and lead to more profits.

  In the customer response system 1, a reward is paid to the operator in virtual currency. That is, the call server 11 only generates transaction data in which information such as a currency address and a deposit amount is encrypted with a secret key and transmits the transaction data to the virtual currency server 7, and the deposit processing is approved in the virtual currency network 8. For this reason, the customer response system 1 can reduce the labor and cost required for management and procedures as compared with the case of paying in cash or performing a transfer process to a bank account, and there is no need to go through complicated procedures. In addition, it is not affected by business days and business hours of financial institutions.

  In particular, in the virtual currency network 8, for example, a plurality of transaction data are combined into new block data every 10 minutes and the mining process is sequentially performed, so that the payment process is approved in about 10 minutes at the earliest. In addition, when the call server 11 requests the virtual currency server 7 to perform the payment processing, the call server 11 immediately notifies the corresponding operator terminal 12R of the payment of the reward without waiting for the completion notification (FIG. 4, steps SP17 and SP18). .

  That is, in the customer response system 1, if a predetermined achievement condition relating to a reward is satisfied while the response operator is continuing chatting and talking with the customer, the request is immediately made to the virtual currency server 7 for payment. The operator can be notified of the payment of the reward even while the chat or call is ongoing. As a result, in the customer response system 1, it is possible to immediately notify the response operator who is responding to the customer by chat or telephone call that the reward has been paid, and it can be expected that the motivation will be immediately increased with this opportunity.

  From another viewpoint, in the virtual currency network 8 to which the virtual currency server 7 is connected, when appropriate transaction data is transmitted from the call server 11, the transaction data is eventually approved due to the blockchain configuration. Can be considered as certain. For this reason, in the customer response system 1, the payment server notifies the corresponding operator terminal 12R of the reward at a stage before the fact that the payment processing is actually approved is transmitted from the virtual currency server 7. However, there is no problem (FIG. 4, step SP18).

  In the customer response system 1, the achievement condition table T2 (FIG. 2B) stored in the control database 13 includes, as the achievement condition, the value of the customer satisfaction degree in addition to the fact that the number of product sales is one or more. Has increased by 10. For this reason, in the customer response system 1, although no direct profit was obtained from the sale of the product, even if the customer can expect to purchase the product from the next time onward due to the increase in the value of the customer satisfaction, the response operator is also notified to the response operator Rewards can be paid and their motivation can be increased.

  Further, the call server 11 does not read out the values of the call history table T1 (FIG. 2A) and the like stored in the control database 13 (FIG. 1), but analyzes the chat character string and the voice in the call. Based on the recognition result and the like, it is determined whether or not a predetermined achievement condition regarding the reward is satisfied (FIG. 3, steps SP9 and SP14). Thus, the customer response system 1 rewards the response operator at an earlier timing, such as during a chat or a call, rather than at a later timing, for example, after the completion of a chat or a call or the completion of a product purchase procedure by a customer. Can pay.

  In addition, the call server 11 performs a basic response by the chat processing unit 23 in a chat performed with the customer, but when a response message is prepared by the response operator, the call server 11 performs the process based on the question message generated at this time. It is determined whether or not a predetermined achievement condition regarding a reward is satisfied (FIG. 3, steps SP7 and SP9). Thereby, in the customer response system 1, the call server 11 allows the chat of the basic part to proceed with the customer to reduce the processing load of the operator, and the response operator creates a question sentence and achieves a predetermined achievement regarding the reward. When the condition is satisfied, it is possible to make the corresponding operator pay an appropriate reward at a high level.

  According to the above configuration, in the customer response system 1 according to the present embodiment, when a predetermined achievement condition relating to reward is satisfied by an operator of the call center 3 chatting or talking with a customer, the operator is notified to the operator. Reward amount is paid by virtual currency. As a result, the customer response system 1 can immediately pay an appropriate reward to an operator who has taken a high-quality response that leads to the profits of the company 2 such as an increase in the number of sold products and an increase in customer satisfaction. To increase the quality of customer service and lead to more profits.

[4. Other Embodiments]
In the above-described embodiment, based on the result of analyzing the character string transmitted from the customer in the chat and the result of analyzing the content of the customer's utterance in the call by voice recognition or the like, whether the predetermined achievement condition regarding the reward is satisfied is determined. This has been described (FIG. 3, steps SP9 and SP14). However, the present invention is not limited to this, and it may be determined whether or not a predetermined achievement condition regarding rewards is satisfied, based on values obtained by other various methods. For example, regarding the number of items sold, the number of items sold in the call history table T1 (FIG. 2 (A)) provided in the control database 13 and the number of items purchased on the web page by a customer operation during a chat or a call. The determination may be based on the number of sales or the like. Further, regarding the customer satisfaction, for example, the customer satisfaction is determined based on a result of a questionnaire on the satisfaction degree given to the customer after the chat is finished, a result of recognizing an emotion based on the voice of the customer in the call, and the like. May be.

  In the above-described embodiment, the achievement condition table T2 (FIG. 2B) previously stores the achievement condition that the number of products sold is 1 or more and the value of customer satisfaction is increased by 10 or more. I mentioned the case. However, the present invention is not limited to this. For example, when the company 2 provides various services (services), the number of new contracts for the services may be one or more, or the customer 2 The value of the favorable sensitivity may be increased by a predetermined value or more. Further, the reward amount to be paid to each operator may be changed according to, for example, the number of products sold, the sales amount, and the like. In short, when the company 2 has made a profit based on the response of the operator to the customer, various values representing the presence or absence of the profit, the size, and the like can be used as predetermined achievement conditions regarding the reward.

  Further, in the above-described embodiment, during a chat or a call between the customer and the corresponding operator, it is determined whether or not a predetermined achievement condition regarding a reward is satisfied, and further notification that the reward has been paid is given. The case has been described (FIG. 3, steps SP9 and SP14, and FIG. 4, step SP18). However, the present invention is not limited to this. For example, the determination may be made at predetermined intervals, such as once an hour or once a day, to notify that the reward has been paid. For example, when each operator finishes a day's work and performs an operation of logging out of the operator terminal 12, it is determined whether or not a predetermined achievement condition regarding a reward is satisfied based on the work content for one day, The reward amount for one day may be displayed on the display unit 33.

  Further, in the above-described embodiment, when a predetermined achievement condition relating to the reward is satisfied and the corresponding operator is paid, before the call server 11 receives the notification of the settlement completion from the virtual currency server 7, the corresponding operator terminal The case where the payment of the reward is notified to the 12R has been described (FIG. 4, step SP18). However, the present invention is not limited to this. For example, the call server 11 may notify the corresponding operator terminal 12R of the payment of the reward after receiving the notification of the payment completion from the virtual currency server 7.

  Further, in the above-described embodiment, a case has been described in which when a predetermined achievement condition relating to a reward is satisfied and the corresponding operator is paid, the corresponding operator terminal 12R is notified of this and displayed on the display unit 33. . However, the present invention is not limited to this. For example, the corresponding operator is notified of the payment of the reward by various methods, such as notifying the payment of the reward by an e-mail addressed to an e-mail address or the like used individually by the corresponding operator. Is also good.

  Further, in the above-described embodiment, a case has been described in which, when a reward is paid to the corresponding operator, only one payment is notified to the corresponding operator terminal 12R and displayed on the display unit 33. However, the present invention is not limited to this. For example, when a past remuneration amount is stored in a storage unit (not shown) of the operator terminal 12 and the call server 11 notifies that a new remuneration has been paid. Alternatively, the total value of the reward amount or the total value of the number of payments during a predetermined period, such as the current day, the current month, or the past week or the past month, may be displayed together. This can be expected to further increase the motivation of the corresponding operator.

  Furthermore, in the above-described embodiment, a case has been described in which, when a chat or a telephone call is performed between a customer and a corresponding operator, a reward is paid when predetermined achievement conditions regarding the reward are satisfied. However, the present invention is not limited to this. For example, when an exchange is made between a customer and a corresponding operator by e-mail or SNS (Social Networking Service), or when a video call with video is made, When an exchange is made between the customer and the corresponding operator via the media, the reward may be paid when predetermined achievement conditions regarding the reward are satisfied.

  Further, in the above-described embodiment, a case has been described in which the types of virtual currency to be paid as a reward amount are unified regardless of the achievement condition in the achievement condition table T2 (FIG. 2B). However, the present invention is not limited to this. For example, the type of virtual currency may be different for each achievement condition. Alternatively, for example, when each operator desires to pay a reward by a different kind of virtual currency, a reward amount by a plurality of kinds of virtual currencies is set in advance for one achievement condition, and according to the wishes of the operator. Rewards may be paid by the type of virtual currency.

  Further, in the above-described embodiment, when the call server 11 determines that the operator needs to respond to the customer during the execution of the automatic chat process, the automatic call distribution unit 21A of the communication unit 21 responds to the customer. Has been described above (FIG. 3, steps SP1 to SP3). However, the present invention is not limited to this. For example, by transmitting a notification from the call server 11 to each operator terminal 12, it is possible to inquire each operator as to whether or not it is possible to respond to the customer, and first reply that the response is possible. The correspondence to the customer may be distributed to each operator by various methods, such as distribution to the operator of the operator terminal 12 that has performed the operation.

  Further, in the above-described embodiment, the call server 11 reads and executes a predetermined program stored in advance in a ROM, a storage unit, or the like (not shown), thereby executing a customer response processing procedure RT1 (FIG. 3 and FIG. 3). The case where 4) is executed has been described. However, the present invention is not limited to this. A program may be acquired and executed.

  Furthermore, the present invention is not limited to the above-described embodiment and other embodiments. In other words, the present invention covers an embodiment in which some or all of the above-described embodiment and the above-described other embodiments are arbitrarily combined, and an embodiment in which a part is extracted. is there.

  Further, in the above-described embodiment, the case has been described in which the call server 11 as the information processing apparatus is configured by the determination processing unit 24 as the determination processing unit and the payment processing unit 25 as the payment processing unit. However, the present invention is not limited to this, and the information processing device may be configured by a determination processing unit having various other configurations and a payment processing unit.

[5. Appendix]
Regarding the embodiment described above, the following supplementary notes are further disclosed.
According to the present invention, while communication is performed only between the second communication device and the first communication device operated by the second operator, no reward is paid, and when the communication is executed, the predetermined If the achievement condition of is satisfied, the reward is immediately paid to the second operator by the virtual currency. For this reason, in the present invention, the reward can be appropriately and promptly paid to the second operator who has fulfilled the predetermined achievement condition regarding the reward and has truly achieved a result.
ADVANTAGE OF THE INVENTION According to this invention, the information processing apparatus, information processing method, and program which can pay the reward according to the result of an operator quickly can be implement | achieved.

  INDUSTRIAL APPLICABILITY The present invention can be used in a call server connected to an operator terminal operated by an operator, for example, in a call center where an operator responds to a customer by chat or telephone call.

  DESCRIPTION OF SYMBOLS 1 ... Customer response system, 2 ... Company, 3 ... Call center, 4 ... Call terminal, 7 ... Virtual currency server, 8 ... Virtual currency network, 11 ... Call server, 12 ... Operator terminal, 12R … Corresponding operator terminal, 13… Control database, 16… Web server, 21… Communication unit, 21A… Automatic call distribution unit, 23… Chat processing unit, 24… Determination processing unit, 25… Payment processing unit, 33 display unit, T1 call history table, T2 achievement condition table, T3 corporate account information table, T4 operator account information table.

Claims (11)

An information processing device connected to the first communication device, connected to the plurality of second communication devices, and connected to the virtual currency processing device,
A determination processing unit that determines whether communication is performed between the first communication device and any of the second communication devices and a predetermined achievement condition related to reward is satisfied,
When it is determined by the determination processing unit that the achievement condition is satisfied, the currency address information of the second operator who has operated the second communication device that has performed the communication and the reward information to the second operator are A payment processing unit that requests the virtual currency processing apparatus to perform a payment process on the second operator. The information according to claim 1, further comprising: a communication distribution unit that selects any one of the plurality of second communication devices and distributes the communication to execute the communication with the first communication device. Processing equipment. After requesting the virtual currency processing device to perform the deposit processing to the second operator by the deposit processing unit, before the virtual currency processing device completes the deposit process, the second operator is The information processing apparatus according to claim 1, further comprising a notification processing unit that notifies that the payment processing has been performed. The second communication device,
A communication unit that receives the notification;
The information processing apparatus according to claim 3, further comprising: a display unit that displays a content of the notification. The information processing apparatus according to claim 1, wherein the achievement condition is that a commercial transaction is established by the communication. The information processing apparatus according to claim 1, wherein the achievement condition is that a degree of satisfaction indicating a degree of satisfaction of a first operator who has operated the first communication apparatus has increased by the communication. The communication is a chat in which a character string is transmitted and received between the first communication device and the second communication device,
The information processing apparatus according to claim 1, wherein the determination processing unit determines whether the achievement condition is satisfied based on an analysis result of the character string transmitted and received in the chat. A chat processing unit that progresses the chat with the first communication device;
The determination processing unit, when the second operator creates and transmits the character string of the chat to the first communication device via the second communication device, based on the analysis result of the character string, The information processing apparatus according to claim 7, wherein it is determined whether the achievement condition is satisfied. The communication is a conversation in which a conversation is performed between a first operator operating the first communication device and the second operator operating the second communication device,
The information processing apparatus according to claim 1, wherein the determination processing unit determines whether the achievement condition is satisfied based on an analysis result of a voice uttered by the first operator in the call. apparatus. An information processing method for an information processing device connected to a first communication device, connected to a plurality of second communication devices, and connected to a virtual currency processing device,
The information processing device,
A determination step of determining whether communication is performed between the first communication device and any of the second communication devices and a predetermined achievement condition related to reward is satisfied;
If it is determined in the determination step that the achievement condition is satisfied, the currency information of the second operator who operated the second communication device that has performed the communication and the reward information to the second operator are used. A depositing step of requesting the virtual currency processing device to perform a depositing process for the second operator. An information processing device connected to the first communication device, connected to the plurality of second communication devices, and connected to the virtual currency processing device,
A determination processing unit that determines whether communication is performed between the first communication device and any of the second communication devices and a predetermined achievement condition related to reward is satisfied,
When it is determined by the determination processing unit that the achievement condition is satisfied, the currency address information of the second operator who has operated the second communication device that has performed the communication and the reward information to the second operator are A program for causing the virtual currency processing device to function as a deposit processing unit that requests the second operator to perform a deposit process.

Images