JP2022059220A - Responding supporting device, method for supporting responding, and program - Google Patents

Abstract

To provide a system which responds to a user properly by using a plurality of responding means.SOLUTION: A responding supporting system includes a first responding device, a second responding device, and a responding supporting device. The responding supporting device includes: an action history integration unit for integrating a first action history acquired in a manner that the first responding device responded to a user and a second action history acquired in a manner that the second responding device responded to the user, and generating an integrated action history; and a recommending unit for generating recommend information for the user by using the integrated action history generated by the action history integration unit.SELECTED DRAWING: Figure 3

Description

The present invention relates to a technique for supporting an operator's response to a user in a call center or the like.

Currently, many call centers are in operation at mail-order companies and technical centers. Generally, in a call center, as a means for an operator to grasp information of a user who has made a telephone inquiry, a method of displaying user information, inquiry history, etc. to the operator on a pop-up screen when receiving a telephone call is used. This is realized by linking a telephone system for a call center (CTI: Computer Telephony Integration) and a database (CRM: Customer Relationship Management) that registers and manages user information.

When a user makes a telephone inquiry after browsing a website, the operator cannot know which web page the user was browsing when receiving a call, so it is necessary to conduct a hearing from the user. be. After that, the operator makes a decision as to what kind of response to the user by referring to the response manual or confirming with the person in charge.

In addition, by using the Web customer service tool, we can utilize the behavior history of the user's website to automatically display recommended products and services and automatically change the content displayed on the website, and make inquiries to the call center. A method of completing user correspondence only within the website without performing the above is also used.

Japanese Unexamined Patent Publication No. 2002-32453

There are the following problems in dealing with users in an organization that operates both a website and a call center.

As mentioned above, the operator who receives a telephone inquiry from the user does not know what kind of information the user was browsing on the website and what the user's needs are, so he / she will hear from the user. .. However, since the user needs to reiterate his / her behavior and needs for browsing the Web in words, he / she feels that it is troublesome twice.

The operator grasps the user's needs through hearings and makes proposals based on the knowledge acquired in the training and response manuals. However, if you cannot answer with your own knowledge, ask the user to wait by telephone or give a call back, then reconfirm the response manual or check with the supervisor who is in charge of the business, and then the user. Make a suggestion to. In either case, it takes time from the user's inquiry to the completion of the response.

Further, since the inquiry history to the call center is not utilized as the data referred to by the Web customer service tool, there is a high possibility that the products / services and contents proposed by the Web customer service tool to the user do not meet the needs of the user.

As a result of the above, user satisfaction may be reduced. That is, in a system that responds to a user by using a plurality of response means such as a website and a telephone system, the conventional technology cannot appropriately respond to the user, so that the user satisfaction may decrease.

The present invention has been made in view of the above points, and an object of the present invention is to provide a technique capable of appropriately responding to a user in a system for responding to a user by using a plurality of responding means. And.

According to the disclosed technique, the response support device in the response support system including the first response device, the second response device, and the response support device.
The first action history acquired by the first response device responding to the user and the second action history acquired by the second response device responding to the user are integrated to integrate the behavior. Behavior history integration unit that generates history,
A response support device including a recommendation unit that generates recommendation information for the user by using the integrated action history generated by the action history integration unit is provided.

According to the disclosed technology, in a system for responding to a user by using a plurality of responding means, a technique capable of appropriately responding to the user is provided.

It is an overall block diagram of the response support system in embodiment of this invention. It is a figure which shows the structural example of a user DB. It is a figure which shows the configuration example of the response support device. It is a sequence diagram for demonstrating the operation example of the response support system. It is a sequence diagram for demonstrating the operation example of the response support system. It is a figure for demonstrating an example of a user and an operator correspondence. It is a figure for demonstrating the example of utilization of the telephone answering history to the Web customer service. It is a figure which shows the hardware configuration example of the apparatus.

Hereinafter, embodiments of the present invention (the present embodiments) will be described with reference to the drawings. The embodiments described below are merely examples, and the embodiments to which the present invention is applied are not limited to the following embodiments.

In the response support system of the present embodiment, a Web server and a telephone response device (IVR (Interactive Voice Response) / CTI, etc.) for responding by telephone are used as the response device for responding to the user. , These are just examples. Devices other than these may be used as a response device.

Further, in the response support system of the present embodiment, two response devices, a Web server and a telephone response device, are used, and the action history obtained by these is integrated, but three or more response devices are used. May be used to integrate the behavioral histories obtained from these. In the case of integrating the behavior history obtained by using three or more response devices, if attention is paid to each set of the two response devices, it can be obtained by using the two response devices described in the present embodiment. The same process as the process of integrating the action history is performed.

Further, the response support system in the present embodiment is assumed to be used in a call center operated by a company or the like that sells products or services. However, this is only an example, and the technique according to the present invention can be used in various fields.

(System configuration example)
FIG. 1 shows an example of the overall configuration of the response support system according to the present embodiment. As shown in FIG. 1, the response support system according to the present embodiment includes a response support device 100, a Web server 200, a user DB 300, and a response device 400. Each device is connected to a network (eg, Internet, LAN, etc.) and can communicate with each other. Each device constituting the response support system may be a physical device or a virtual machine on the cloud. Further, each device constituting the response support system may be one device or may be physically composed of a plurality of devices.

As shown in FIG. 1, an operator terminal 500 used by an operator is provided. The operator terminal 500 can communicate with both the response device 400 and the response support device 100. The operator terminal 500 is, for example, a terminal provided with a voice call function in a PC.

The user terminal 10 and the user telephone 20 shown in FIG. 1 are devices used by users (same users) who use the response support system. The user terminal 10 is, for example, a PC, and the user telephone 20 is, for example, a mobile phone. A device (eg, a smartphone) in which a user terminal 10 and a user telephone 20 are integrated may be used. Hereinafter, the functions of each device constituting the response support system will be described.

(Responsive device 400)
The response device 400 is a device that includes functions such as PBX (Private Branch eXchange), IVR, and CTI, which are generally used in call centers.

When the response device 400 receives an incoming call from the user telephone 20, for example, the response device 400 asks the user (user telephone 20) for the inquiry type by a number selection formula by voice automatic response. Upon receiving the input sound (eg, "3" (charge inquiry)) from the user telephone 20, the response device 400 identifies the inquiry type and transfers the call to the operator terminal 500 of the operator in charge. Further, the response device 400 can record a call voice between the operator terminal 500 and the user telephone 20.

Further, when the response device 400 identifies the inquiry type related to the incoming call from the user telephone 20, the telephone number of the caller (user telephone 20) and the inquiry type are transmitted to the response support device 100. "Inquiry type" is an example of action history.

The method of acquiring the action history in the response device 400 is not limited to the method of acquiring the inquiry type. For example, the response device 400 identifies and identifies the content of the call voice between the operator terminal 500 and the user telephone 20 (eg, purchases a product after making a charge inquiry) by voice recognition using deep learning. The contents may be acquired as an action history, and the telephone number and the action history may be transmitted to the response support device 100.

Further, the telephone number of the calling source is the user information used for linking the information, but the user information used for linking the information is not limited to the telephone number of the calling source. For example, on the premise that the user registers the personal identification number in the user DB 300, the user inputs the personal identification number to the user telephone 20 (or utters the personal identification number), thereby transmitting the personal identification number to the response device 400 and the personal identification number. And the action history may be transmitted to the response support device 100. In this case, the personal identification number is used to link the information.

(Web server 200)
The Web server 200, which is a device for providing a website, authenticates the user (user terminal 10) with a login ID transmitted from the user terminal 10, and if the authentication is successful, the user terminal 10 displays a Web page containing contents related to products and the like. To provide to. The Web server has a cookie function.

For example, the Web server 200 that has received an access (Web page request or the like) from the user terminal 10 includes an identifier that identifies the state (this is called a "cookie") in the HTTP header and transmits the identifier to the user terminal 10. The user terminal 10 stores the cookie.

The Web server 200 stores, for example, an action history (browsing history of a Web page, purchase history of a product, etc.) for a Web page by the user terminal 10 in association with a cookie.

The next time the user terminal 10 (browser) communicates with the Web server 200, the stored cookie is included in the HTTP header and transmitted to the Web server 200. The Web server 200 identifies that the access is made by the user terminal 10 based on the received cookie, and for example, the content of the Web page to be displayed on the user terminal 10 according to the action history of the user terminal 10 is used for the user terminal 10. Dynamically rewrite.

Further, the Web server 200 transmits the action history of the user identified by the cookie received from the user terminal 10 to the response support device 100 together with the login ID.

The login ID is user information used for linking information, but the user information used for linking information is not limited to the login ID. For example, the user's name, e-mail address, etc. may be used for linking information.

(User DB300)
The user DB 300 is a database that stores information about users. As an example, the user DB 300 stores user information at the time of registration of service use provided by the response support system. The user DB 300 may be a single device such as a database server, or may be a functional unit provided inside any one of the Web server 200, the response device 400, and the response support device 100.

FIG. 2 shows an example of the structure of the user DB 300. In the example shown in FIG. 2, the login ID, name, telephone number, and e-mail address are stored in the user DB 300 for each user (each user ID).

(Response support device 100)
Next, the response support device 100 will be described. FIG. 3 is a diagram showing a functional configuration example of the response support device 100.

As shown in FIG. 3, the response support device 100 has an action history integration unit 110, a recommendation unit 120, and a data storage unit 130. The functions of each part are as follows.

The action history integration unit 110 receives the login ID and the action history of the user logged in with the login ID from the Web server 200, and the telephone number and the user whose source is the telephone number are received from the response device 400. Receive the inquiry type. The action history integration unit 110 stores the information received from the Web server 200 and the response device 400 in a storage device such as a memory. Information received from the Web server 200 and the response device 400 may be stored in the data storage unit 130.

The situations assumed here are, for example, "a user calls an operator with a user telephone 20 while browsing a website from a user terminal 10" and "a user browses a website from a user terminal 10." It may be either "later call the operator with the user telephone 20" or "the user browses the website from the user terminal 10 after calling the operator with the user telephone 20".

"The user calls the operator with the user telephone 20 after browsing the website from the user terminal 10", or "the user calls the operator with the user telephone 20 and then the website from the user terminal 10". In the case of "viewing", the action history integration unit 110 has a period of holding only the login ID and the action history, or only the telephone number and the inquiry type for the user, but since the information is accumulated as described above. In this embodiment, both a "login ID and action history" and a corresponding "telephone number and inquiry type" can be obtained.

Hereinafter, "login ID and action history" will be referred to as Web history information, and "telephone number and inquiry type" will be referred to as telephone history information.

Although one user terminal 10 and one user telephone 20 are shown in FIG. 1, since there are actually a large number of user terminals and user telephones, the action history integration unit 110 has a large number of Web histories. Receive information and phone history information.

The action history integration unit 110 searches for the user DB 300 by using the login ID in the Web history information received from the Web server 200 and the telephone number in the telephone history information received from the response device 400 to obtain the Web history information. Link with phone history information. Linking means identifying a user common to the Web history information and the telephone history information.

For example, it is assumed that the action history integration unit 110 has received the telephone history information 1, the telephone history information 2, the Web history information 3, and the Web history information 4. The action history integration unit 110 searches the user DB 300, so that the telephone history information 1 is the telephone history information of the user (referred to as the user A) with the user ID = A, and the telephone history information 2 is the telephone history information of the user B. It is identified that the Web history information 3 is the Web history information of the user A and the Web history information 4 is the Web history information of the user B. As a result, the telephone history information 1 and the Web history information 3 are associated with each other as the information of the user A, and the telephone history information 2 and the Web history information 4 are associated with each other as the information of the user B.

Subsequently, the action history integration unit 110 generates an action history (integrated action history) for each user by integrating the associated information. For example, the Web history information of the user A includes an action history of "reference to page A, reference to page B, purchase of product A" (time-series information), and the telephone history information of user A includes an action of "charge inquiry". Suppose the history is included. In this case, the action history integration unit 110 integrates (for example, concatenates) these to generate an integrated action history of the user A, which is "see page A, refer to page B, purchase product A, and inquire about charges". It should be noted that which of "see page A, refer to page B, purchase product A" and "charge inquiry" is earlier (after) may be determined, for example, by the time when these information are acquired. , By attaching a time stamp to each action history, the time stamp may be used for judgment. In addition, it may be integrated without distinguishing before and after the time.

The action history integration unit 110 transmits the generated integrated action history to the recommendation unit 120 for each user. The recommendation unit 120 performs a recommendation process for each user using the integrated action history. The recommendation processing itself is an existing technology, and for example, using technologies such as collaborative filtering, machine learning, and deep learning, a product or the like to be recommended to the user is determined based on the user's integrated behavior history. In addition, the recommendation unit 120 can also generate an assumed question that will be asked by the user and an example of an answer to the question, based on the integrated behavior history of the user.

The recommendation unit 120 notifies the Web server 200 of the product or the like recommended to the user as the recommended product or the like to the user, and also notifies the operator terminal 500. Further, the recommendation unit 120 may notify the Web server 200 and the operator terminal 500 of a question expected from the user and an example of an answer to the question.

The action history integration unit 110 may store the generated integrated action history in the data storage unit 130 for each user. By reading the past integrated action history from the data storage unit 130, the recommendation unit 120 can perform the recommendation processing using both the latest integrated action history and the past integrated action history.

(Example of operation sequence)
Next, an operation sequence example focusing on each of Web browsing and telephone response is shown. Here, FIG. 4 shows an example of an operation sequence for Web browsing in a situation where both Web browsing and telephone answering are performed simultaneously or with a time lag by a specific user (user of user terminal 10 and user telephone 20). , An example of an operation sequence for answering a telephone is shown in FIG. A specific user is referred to as "user A".

<Web browsing>
First, with reference to FIG. 4, an operation sequence example for Web browsing will be described. In S101, the user accesses the Web server 200 from the user terminal 10. Here, login by a login ID, browsing of a Web page over a plurality of pages, and the like are performed. The Web server 200 identifies and holds the user's action history by the cookie received from the user terminal 10.

The Web server 200 responds to Web history information (login ID and action history) at predetermined time intervals while browsing the Web page from the user terminal 10 or when the browsing of the Web page from the user terminal 10 is completed. It is transmitted to the support device 100 (S102). The response support device 100 receives the Web history information as well as the telephone history information.

The action history integration unit 110 of the response support device 100 links the Web history information and the telephone history information by searching the user DB 300 based on the login ID and the telephone number (these are examples of user information) (S103). (S104).

In S105, the action history integration unit 110 of the response support device 100 integrates the action history in the Web history information associated with the information of the user A and the action history in the telephone history information, and generates the integrated action history. In S106, the recommendation unit 120 generates recommendation information for the user A based on the integrated action history. The generated recommendation information is, for example, recommended products, expected questions and answer examples. The expected questions and answer examples may be referred to as "support information", but here they are referred to as recommendation information.

In S107, the recommendation unit 120 notifies the Web server 200 of the recommendation information (recommended product, expected question and answer example, etc.). In S108, the Web server 200 generates a Web page in which the recommendation information is described as content, and displays it on the user terminal 10.

The Web page providing process in S108 may be a Web page providing process performed while the Web browsing in S101 is continuing, or the user terminal 10 may be performed after the Web browsing in S101 is completed. It may be the process of providing the Web page for the access received again from.

<Telephone answering>
Next, an operation sequence example for telephone answering will be described with reference to FIG. In S201, the user performs telephone access (calling) from the user telephone 20 to the response device 400. The response device 400 acquires the caller's telephone number and the inquiry type by the automatic voice response, and transfers the call to the operator terminal 500 in S202.

During a call between the user telephone 20 and the operator terminal 500, or when the call ends, the response device 400 transmits telephone history information (telephone number and action history) to the response support device 100 (S203). .. The response support device 100 receives the telephone history information as well as the Web history information.

The action history integration unit 110 of the response support device 100 searches the user DB 300 based on the login ID and the telephone number (S204), and associates the Web history information with the telephone history information (S205).

In S206, the action history integration unit 110 of the response support device 100 integrates the action history in the Web history information associated with the information of the user A and the action history in the telephone history information, and generates the integrated action history. In S207, the recommendation unit 120 generates recommendation information for the user A based on the integrated action history. The generated recommendation information is, for example, recommended products, expected questions and answer examples.

In S208, the recommendation unit 120 notifies the operator terminal 500 of the recommendation information (recommended product, expected question and answer example, etc.). The recommendation unit 120 may notify the recommendation device 400 of the recommendation information, and the response device 400 may notify the operator terminal 500 of the recommendation information.

The recommendation information (recommended products, expected questions and answer examples, etc.) is displayed on the display of the operator terminal 500 that has received the recommendation information. At this point, if the telephone answering started in S201 continues, the operator conveys the recommendation information displayed on the display of the operator terminal 500 to the user in the conversation with the user (S209). The call between the user telephone 20 and the operator terminal 500 in S209 may be a call made later, in addition to the call started in S201.

At the time of a call made later as described above, the response support device 100 receives the recommendation information based on the action history obtained in the previous action history (S201 to S203) in the operator terminal before newly acquiring the action history by telephone. It may be displayed at 500.

(Example of operator response)
Next, a specific example of the case where the operator responds to the user by using the response support system in the present embodiment will be described with reference to FIG. Here, an example is shown when the Internet provider is equipped with a response support system.

In the example of FIG. 6, since the network used by the user is slow, the user first checks the service or the like on the provider's website (Web server 200). However, the user cannot decide what to do, so he calls the contact center of the provider. By these actions, Web history information and telephone history information are accumulated in the response support device 100. Further, as described above, the recommendation information is generated from the integrated action history.

In the example of FIG. 6, the recommendation information generated by the response support device 100 is displayed on the operator terminal 500 of the operator who received the inquiry together with the Web history information, and the operator responds to the user based on the recommendation information. conduct.

(Example of Web customer service)
Next, an example of Web customer service by the Web server 200 in the response support system according to the present embodiment will be described with reference to FIG. 7. Here, an example is shown when the telephone answering history is utilized. Further, here, an example is shown in which a mail-order company is equipped with a response support system.

In the example of FIG. 7, the user makes an inquiry to the contact center about the payment method, for example, after viewing the product of the mail-order company on the television. As a result, the telephone information history is accumulated in the response support device 100. The inquiry type and user information are displayed on the operator terminal 500, and the operator responds.

After the telephone response is completed, the user accesses the website of the mail-order company (Web server 200) and purchases the product. At this time, the response support device 100 notifies the Web server 200 of payment-related information as recommendation information (here, support information) based on the telephone history information (and Web history information). As a result, information regarding payment is displayed on the user terminal 10. Since the information that the user is interested in is automatically displayed on the user terminal 10, the user can shop without stress.

(Hardware configuration example)
The response support device 100, the Web server 200, the user DB 300, the response device 400, the user terminal 10, the user telephone 20, and the operator terminal 500 (collectively referred to as "devices") all execute a program on a computer, for example. It can be realized by letting it. This computer may be a physical computer or a virtual machine in the cloud.

That is, the device can be realized by executing a program corresponding to the processing performed by the device using hardware resources such as a CPU and a memory built in the computer. The above program can be recorded on a computer-readable recording medium (portable memory, etc.), stored, and distributed. It is also possible to provide the above program through a network such as the Internet or e-mail.

FIG. 8 is a diagram showing an example of the hardware configuration of the computer. The computer of FIG. 8 has a drive device 1000, an auxiliary storage device 1002, a memory device 1003, a CPU 1004, an interface device 1005, a display device 1006, an input device 1007, an output device 1008, and the like, which are connected to each other by a bus B, respectively. Of these, some devices may not be provided. For example, a device that does not display may not be provided with the display device 1006.

The program that realizes the processing in the computer is provided by, for example, a recording medium 1001 such as a CD-ROM or a memory card. When the recording medium 1001 storing the program is set in the drive device 1000, the program is installed in the auxiliary storage device 1002 from the recording medium 1001 via the drive device 1000. However, the program does not necessarily have to be installed from the recording medium 1001, and may be downloaded from another computer via the network. The auxiliary storage device 1002 stores the installed program and also stores necessary files, data, and the like.

The memory device 1003 reads and stores the program from the auxiliary storage device 1002 when the program is instructed to start. The CPU 1004 realizes the function related to the device according to the program stored in the memory device 1003. The interface device 1005 is used as an interface for connecting to a network. The display device 1006 displays a GUI (Graphical User Interface) or the like by a program. The input device 1007 is composed of a keyboard, a mouse, buttons, a touch panel, and the like, and is used for inputting various operation instructions. The output device 1008 outputs the calculation result.

(Effect of embodiment)
As described above, in the present embodiment, the recommendation mechanism using the combination of the action history on the website and the history of the telephone inquiry is applied to the operator who responds to the user at the call center, thereby providing the operator. , The products and services that should be proposed to the user, the problem that the user expects to be solved and / or the answer plan for the problem are presented, and it is decided to realize the user response support of the operator.

Further, also in the case of Web customer service, by combining not only the Web behavior history but also the telephone inquiry history, it is possible to realize a recommendation that meets the needs of the user as compared with the case of using only the Web behavior history.

With the technology described above, it is possible to shorten the response time and improve the satisfaction level of the user who makes a telephone inquiry to the call center by making an appropriate proposal that meets the needs. In addition, the user's satisfaction is improved by making the recommendation in the Web customer service more suitable for the user's needs.

(Summary of embodiments)
This specification discloses at least the response support device, the response support method, and the program described in the following items.
(Section 1)
The response support device in a response support system including a first response device, a second response device, and a response support device.
The first action history acquired by the first response device responding to the user and the second action history acquired by the second response device responding to the user are integrated to integrate the behavior. Behavior history integration unit that generates history,
A response support device including a recommendation unit that generates recommendation information for the user by using the integrated action history generated by the action history integration unit.
(Section 2)
The action history integration unit is based on the first user information used when accessing the first response device and the second user information used when accessing the second response device. The response support device according to item 1, which links the first action history and the second action history by searching a database storing user information.
(Section 3)
The response device according to item 1 or 2, wherein the first response device is a Web server that provides a Web page to a user terminal, and the second response device is a telephone response device that performs voice communication with a user telephone. Support device.
(Section 4)
The recommendation part is
The recommendation information is transmitted to the Web server, and a Web page containing the recommendation information is displayed on the user terminal.
The response support device according to item 3, wherein the recommendation information is transmitted to an operator terminal connected to the telephone response device, and the recommendation information is displayed on the operator terminal.
(Section 5)
It is a response support method executed by the response support device in a response support system including a first response device, a second response device, and a response support device.
The first action history acquired by the first response device responding to the user and the second action history acquired by the second response device responding to the user are integrated to integrate the behavior. Behavior history integration steps to generate history, and
A response support method including a recommendation step that generates recommendation information for the user by using the integrated action history generated by the action history integration step.
(Section 6)
A program for making a computer function as each part in the response support device according to any one of the items 1 to 4.

Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and changes can be made within the scope of the gist of the present invention described in the claims. It is possible.

10 User terminal 20 User telephone 100 Response support device 110 Action history integration unit 120 Recommendation unit 130 Data storage unit 200 Web server 300 User DB
400 Response device 500 Operator terminal 1000 Drive device 1001 Recording medium 1002 Auxiliary storage device 1003 Memory device 1004 CPU
1005 Interface device 1006 Display device 1007 Input device 1008 Output device

Claims (6)

The response support device in a response support system including a first response device, a second response device, and a response support device.
The first action history acquired by the first response device responding to the user and the second action history acquired by the second response device responding to the user are integrated to integrate the behavior. Behavior history integration unit that generates history,
A response support device including a recommendation unit that generates recommendation information for the user by using the integrated action history generated by the action history integration unit. The action history integration unit is based on the first user information used when accessing the first response device and the second user information used when accessing the second response device. The response support device according to claim 1, wherein the first action history and the second action history are linked by searching a database storing user information. The response support device according to claim 1 or 2, wherein the first response device is a Web server that provides a Web page to a user terminal, and the second response device is a telephone response device that performs voice communication with a user telephone. .. The recommendation part is
The recommendation information is transmitted to the Web server, and a Web page containing the recommendation information is displayed on the user terminal.
The response support device according to claim 3, wherein the recommendation information is transmitted to an operator terminal connected to the telephone response device, and the recommendation information is displayed on the operator terminal. It is a response support method executed by the response support device in a response support system including a first response device, a second response device, and a response support device.
The first action history acquired by the first response device responding to the user and the second action history acquired by the second response device responding to the user are integrated to integrate the behavior. Behavior history integration steps to generate history, and
A response support method including a recommendation step that generates recommendation information for the user by using the integrated action history generated by the action history integration step. A program for making a computer function as each part in the response support device according to any one of claims 1 to 4.

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