JP2022121162A - Inquiry reception system - Google Patents

Abstract

To provide an inquiry reception system which can be smoothly corresponded by an operator, and has a rich redundancy.SOLUTION: A inquiry reception system includes: a CTI system having a telephone front-end part receiving a telephone conversation for a plurality of service clients; and an inquiry answer system that stores different telephone answer scenarios respectively for different reception telephone number, communicates with an operator communication terminal in which an operator application is installed, and supports a telephone answer by an operator. The CTI system connects a telephone conversation line to the telephone front-end part, to one of the telephone front-end lines of each operator contained in information stored in the inquiry answer system. The inquiry answer system displays the telephone answer scenario of each service client corresponding to the reception telephone number on the operator communication terminal corresponding to the telephone conversation line to which the CTI system is connected.SELECTED DRAWING: Figure 1

Description

The present invention relates to an inquiry reception system including telephone responses by operators.

2. Description of the Related Art A call center system is known for responding to telephone inquiries to organizations that provide various services, such as companies, hospitals, and restaurants. Conventional call center systems include those in which a person who is an operator responds to an inquirer by telephone, and in which a machine responds to an inquirer by means of recorded voices, conversation robots, or the like.

The conventional call center system, in which a person who is an operator responds to an inquirer, can respond flexibly, flexibly, and at a high level by trained operators, but the problem is that personnel costs, including operator training costs, are high. There is In addition, since the operator's response skill becomes specialized, it is difficult for one operator to take charge of response to a plurality of groups, and redundancy regarding the capacity of the number of responses is poor. On the other hand, when a machine responds to an inquirer by telephone, it is difficult for a human operator to respond flexibly and at a high level.

JP 2007-329765 A

SUMMARY OF THE INVENTION The present invention has been made to solve such problems. It is to provide a reception system.

An inquiry reception system according to the present invention includes:
a CTI system having a telephone front end for accepting telephone calls to a plurality of service clients;
an inquiry response system that stores different telephone response scenarios for each of the service requesters, communicates with an operator communication terminal in which an operator application is installed, and supports telephone responses by the operator;
the CTI system connects a telephone line to the telephone front end to one of the operator's telephone lines included in the information stored by the inquiry response system;
The inquiry response system displays, in a chat format, the telephone response scenario of the corresponding service requester among the plurality of service requesters on the operator communication terminal corresponding to the telephone call line to which the CTI system is connected. .

In the inquiry reception system according to the present invention, the CTI system connects the operator to the telephone line, and the inquiry reception system displays the telephone reception scenario on the operator's communication terminal in a chat format. Such an inquiry reception system allows the operator to respond flexibly, and since the operator can respond to the telephone while viewing a chat-style telephone response scenario, it simplifies the training of operators and reduces personnel costs compared to the conventional system. can be suppressed. In addition, since the operator can answer the phone while viewing the call response scenario, it is possible to easily handle a plurality of service requesters, and regarding the reception of calls for each service requester, there is redundancy in terms of the capacity of the number of calls received. rich in

Further, for example, in the telephone response scenario displayed in a chat format, a question script for displaying the contents of questions from the operator to the inquirer of the telephone call, and the inquirer's answers to the question contents of the question script are input. may include an input form for

According to such an inquiry reception system, the operator can easily answer the telephone simply by reading out the question script in the telephone answering scenario and entering the inquirer's answer in the input form.

Further, for example, the inquiry response system may have an editing unit that communicates with a client server of the service client and edits the telephone response scenario of the service client.

An inquiry reception system having such an editing unit allows a service requester to easily edit a telephone response scenario and modify or improve telephone response by an operator.

Further, for example, the inquiry response system may perform communication to the operator communication terminal to confirm whether or not the predetermined operator is capable of answering telephone calls at a predetermined time.

With such an inquiry response system, the operator can start and end telephone response work at his/her own free time while at home, so the required number of operators can be easily secured and labor costs can be reduced. In addition, it is relatively easy to secure operators during late night hours.

Further, for example, the inquiry response system may be capable of communicating with an inquiry user communication terminal in which an inquiry application is installed, and accepting an inquiry to a predetermined service requester,
At least part of a question script and an input form displayed on the user communication terminal via the inquiry application is included in the telephone response scenario and is displayed on the operator communication terminal via the operator application. and at least part of the input form.

Such an inquiry response system can reduce transition barriers when a telephone inquirer transitions to an inquiry application. Therefore, such an inquiry response system can reduce the ratio of telephone inquiries to the total number of contacts and reduce costs for service requesters. In addition, since at least a part of the telephone response scenario can be used for the display contents of the inquiry application, system development costs can be suppressed, and a complex inquiry reception system can be produced at low cost.

FIG. 1 is a conceptual diagram showing a schematic configuration of an inquiry reception system according to one embodiment of the present invention. FIG. 2 is a conceptual diagram showing the hardware configuration of the main parts of the inquiry reception system shown in FIG. FIG. 3 is a conceptual diagram showing an example of a telephone response scenario displayed in a chat format on the operator communication terminal. FIG. 4 is a conceptual diagram for explaining the editing work of the telephone response scenario by the service requester. FIG. 5 is a conceptual diagram showing an example of main telephone connections and data communications in the inquiry receiving system shown in FIGS. 1 and 2. In FIG. FIG. 6 is a conceptual diagram showing operator score information in the inquiry reception system shown in FIGS. 1 and 2. FIG. FIG. 7 is a conceptual diagram showing a schematic configuration of an inquiry receiving system according to the second embodiment of the present invention.

FIG. 1 is a conceptual diagram showing a schematic configuration of an inquiry receiving system 10 according to the first embodiment of the invention. As shown in FIG. 1 , the inquiry receiving system 10 has a core system 20 . The core system 20 performs main arithmetic processing, communication control, data storage, etc. of the inquiry reception system 10 . The backbone system 20 is connected to a telephone 91 of an inquirer 90 via a public line network 92, and is also connected to an operator communication terminal 60 of an operator 69 and a service requester 71 via a telephone line, LAN, Internet, WAN, etc. It is connected to a server (client server 70, etc.) installed in a certain company or organization.

The inquiry reception system 10 implements the work of answering telephone inquiries to the service client 71 on behalf of the service client 71 based on the request from the service client 71 . Specifically, the core system 20 in the inquiry receiving system 10 connects the telephone call line from the inquirer 90 to the telephone call line of the operator 69, and also connects the operator communication terminal 60 of the operator 69 via the application server 32. A telephone response scenario 80 is displayed in a chat format on the display unit 68 of the . In addition, the core system 20 acquires, via the application server 32, the content of the reply from the inquirer 90, which the operator 69 has entered via the operator communication terminal 60, and stores it in the inquiry content storage unit 52 of the information management server 50. .

A core system 20 of the inquiry reception system 10 has a CTI system 21, an inquiry response system 30, and the like. Each part included in the core system 20 is concentrated in one place, and may be able to communicate with each other via a LAN or the like. They may be able to communicate with each other via the Internet, WAN, or the like. In addition, the servers (application server 32, information management server 50, etc.) included in the CTI system 21 and the inquiry response system 30 of the core system 20 may be realized by a predetermined physical server, and cloud computing may be used. It may be realized by a virtual server such as.

The CTI system 21 shown in FIG. 1 has a telephone front end 22 . The telephone front end unit 22 accepts telephone calls to a plurality of service clients 71 . The reception telephone number that the telephone front-end unit 22 receives may be one or more. The reception telephone number accepted by the telephone front-end unit 22 may be different for each service client, and some or all of a plurality of service clients may use a common reception telephone number. When a different reception telephone number is used for each service requester 71, the CTI system 21 receives the reception number called by the inquirer 90 (mainly the telephone number, but in the case of IP telephone, the IP address, etc.). In some cases), it is possible to identify which service requester 71 is the contact of the inquirer 90 .

On the other hand, if some of the plurality of service requesters 71 accepted by the CTI system 21 use a common reception telephone number, the operator 69, which will be described later, asks the inquirer 90 which service requester 71 to contact. phone. The plurality of service requesters 71 from which the telephone front-end unit 22 accepts telephone calls is not particularly limited, and may consist only of service requesters 71 of the same or similar business type, or may be composed of service requesters 71 of a completely different business type. person 71 may be included.

As shown in FIG. 1, in the inquiry receiving system 10, the telephone line of an inquirer 90 is connected to the telephone front end section 22 of the CTI system 21 through a public line network 92 (including the Internet). The telephone line connected to the telephone front end unit 22 may be an IP telephone line, an analog telephone line, or an IP line without a telephone number using VoIP technology.

FIG. 2 is a conceptual diagram showing the hardware configuration of the main parts of the inquiry receiving system 10 shown in FIG. The telephone front-end unit 22 shown in FIG. 2 has a switching device for switching telephone line connections. The telephone front-end unit 22 is composed of, for example, an IP-PBX (Internet Protocol Private Branch Exchange), a business phone, or the like, but is not particularly limited.

In the CTI (Computer Telephony Integration) system 21 shown in FIG. 1, the transfer destination of the telephone communication line 94 to the telephone front end unit 22 is determined by referring to the data of the information management server 50 . That is, the CTI system 21 connects the telephone call line 94 (indicated by the dotted line in FIG. 1) to the telephone front-end unit 22 to the telephone number of the operator 69 included in the information stored by the information management server 50 of the inquiry response system 30. Connect to one of the calling lines. That is, the CTI system 21 determines the operator 69 and its operator communication terminal 60 to which the telephone communication line 94 is to be transferred and connected, and transfers the telephone communication line 94 to the telephone front-end unit 22 to the determined operator 69's operator communication terminal. 60 is transferred and connected. Note that the CTI system 21 may select one communication terminal or a plurality of communication terminals as the transfer destination of the telephone call line 94 . That is, the CTI system 21 transfers the telephone call line 94 to the telephone call lines of the operator communication terminals 60 of a plurality of operators 69 to make a call, and transfers the telephone call line to the telephone call line of the operator communication terminal 60 that answered the call earliest. 94 can also be connected.

As shown in FIG. 2, the CTI system 21 has a processing circuit 23, a communication section 24, etc. in addition to the telephone front end section 22. FIG. The telephone front-end unit 22 may be included in the CTI system 21 as shown in FIG. 1, but may be configured separately from the CTI system 21.

The inquiry response system 30 shown in FIG. 1 has an application server 32, an information management server 50, and a client side front end section . The application server 32 cooperates with the information management server 50 and the like, communicates with the operator communication terminal 60 in which the operator application is installed, and supports the telephone answering by the operator 69 . The application server 32 of the inquiry response system 30 has a chatbot section 36 capable of communicating with an operator 69 in a chat format via the operator communication terminal 60 .

As shown in FIG. 2, the application server 32 has a data communication unit 32b for data communication with an operator communication terminal 60 in which an operator application is installed. The data communication unit 32 b can cooperate with the chatbot unit 36 to transmit the telephone response scenario 80 to the operator communication terminal 60 and receive the operator's 69 input contents through the operator communication terminal 60 . The data communication unit 32b of the application server 32 also has a function of receiving, via the CTI system 21, information regarding the telephone call line 94 to which the telephone front end unit 22 is connected.

When the CTI system 21 connects the telephone call line 94 to the telephone front-end unit 22 to the operator communication terminal 60 of one of the operators 69, the data communication unit 32b connects to the operator communication terminal 60 of the same operator 69. data communication via the operator application. In other words, the core system 20 of the inquiry receiving system 10 transmits the telephone call line through the CTI system 21 and the data communication by the data communication unit 32b of the application server 32 to the operator communication terminal 60 of one of the operators 69. at the same time. In addition to the data communication unit 32b, the application server 32 has a processing circuit 32c that performs arithmetic processing, a storage circuit 32d that stores information, and the like.

The chatbot unit 36 of the inquiry response system 30 shown in FIG. 1 stores different telephone response scenarios 80 (see FIG. 3) for each service requester 71 . The chatbot unit 36 displays, in a chat format, a telephone response scenario 80 of the service requester 71 whom the inquirer 90 wishes to contact, on the operator communication terminal 60 corresponding to the telephone call line to which the CTI system 21 is connected (Fig. 3). The inquiry response system 30 selects one of a plurality of telephone response scenarios 80 stored by the chatbot unit 36 based on the reception telephone number received by the CTI system 21, the telephone number of the inquirer 90, and input information from the operator communication terminal 60. , determines which telephone response scenario 80 to display on the operator communication terminal 60 . The operator application installed in the operator communication terminal 60 and used in answering the telephone is preferably a dedicated application additionally installed to use the inquiry reception system 10. general-purpose applications.

As shown in FIG. 2, the chatbot section 36 of the application server 32 has a telephone response scenario storage section 36d and an editing section 36e. The telephone response scenario storage unit 36d stores a telephone response scenario to be displayed on the operator communication terminal 60 when the operator 69 responds to the inquirer 90 by telephone. When the operator 69 responds to the telephone, the chatbot unit 36 reads the telephone response scenario corresponding to the service requester 71 inquired by the inquirer 90 from the telephone response scenario storage unit 36d, and communicates with the operator through the data communication unit 32b and the like. It is transmitted to the terminal 60 and displayed on the display section 68 of the operator communication terminal 60 . In addition, the chatbot unit 36 has a processing circuit, a memory circuit, and the like (not shown).

The editing unit 36e of the application server 32 shown in FIG. 2 communicates with the client server 70 (see FIG. 1) of the service client 71 to generate a call response scenario 80 (see FIG. 3) stored in the call response scenario storage unit 36d. ). That is, the service client 71 operates the client server 70 to access the chatbot unit 36 via the client-side front-end unit 38 and operate the editing unit 36e to receive an inquiry. In this case, the operator can edit the call response scenario 80 to be displayed on the operator communication terminal 60 by himself/herself.

The information management server 50 shown in FIG. 1 manages information about the service requester 71 and the operator 69 regarding the inquiry receiving system 10, information obtained from the inquirer 90, and the like. As shown in FIG. 2, the information management server 50 has various storage units such as an operator information storage unit 51, an inquiry content storage unit 52, and a client information storage unit 53, a processing circuit 57, a communication unit 58, and the like.

Information stored in the operator information storage unit 51 includes information on the operator 69 who performs operator work (telephone answering work) in the inquiry receiving system 10 . For example, the operator information storage unit 51 stores the telephone call line number of the operator communication terminal 60 of the operator 69, the IP address of the operator communication terminal 60, and whether or not the predetermined operator 69 is in a state capable of answering telephone calls at a predetermined time. It stores information indicating whether or not.

The inquiry response system 30 shown in FIG. 1 sends a communication to the operator communication terminal 60 via the data communication unit 32b shown in FIG. can be done against For example, the operator 69 can operate his/her own operator communication terminal 60 to switch whether or not telephone answering work is possible at present or at a predetermined time. The operator information storage unit 51 shown in FIG. 2 stores the information of the operator 69 regarding whether or not the telephone answering service can be performed, which is acquired via the data communication unit 32b.

Thereby, the information management server 50 can identify whether all the operators 69 registered in the inquiry response system 30 are currently in a state in which they can perform operator duties or are currently in a state in which they cannot perform operator duties. Also, the CTI system 21 refers to the information in the information management server 50 and transfers and connects the telephone call line 94 from the inquirer 90 to the operator communication terminal 60 of the operator 69 who is currently in the state of being able to perform operator work.

In addition, according to the inquiry reception system 10, the operator 69 can flexibly perform the operator work by using the spare time. Therefore, the inquiry receiving system 10 can easily secure an operator for answering the telephone, shorten the telephone waiting time, and improve convenience for the inquirer 90 .

The telephone line used by the operator 69 in operator work may be an analog line, an IP line provided by a telephone company, or an IP line without a telephone number using VoIP technology. , is not particularly limited.

The information stored in the operator information storage unit 51 shown in FIG. 2 may include operator score information 51a (see FIG. 6) regarding performance evaluation of the telephone answering work of the operator 69. FIG. The operator score information 51a may also include feedback information 51ab from the service requester 71 regarding the telephone answering work of the operator 69, in addition to the index indicating the quality of the operator work of the operator 69 and the contents of the work. The operator score information 51a will be described later with reference to FIG.

The inquiry content storage unit 52 of the information management server 50 shown in FIG. 2 stores information obtained by receiving an inquiry from the inquirer 90, information updated with information obtained by answering telephone calls to the inquirer 90, and the like. . For example, the inquiry content storage unit 52 stores information such as a reservation calendar indicating available time slots and availability, and an answer from an inquirer 90 input by an operator 69 using an operator application.

Part of the information stored in the inquiry content storage unit 52 (for example, a reservation calendar, etc.) is transmitted to the operator communication terminal 60 of the operator 69 via the application server 32, and is transmitted to the operator communication terminal 60 as part of the telephone response scenario 80. It is displayed on the display unit 68 . Furthermore, the information such as the reservation calendar stored in the inquiry content storage unit 52 is updated by the reply of the inquirer 90 that the operator 69 inputs using the operator application.

In addition, the reservation calendar stored in the inquiry content storage unit 52 and information about the reply of the inquirer 90 are transmitted to the requester server 70 via the requester-side front end unit 38 . Information such as a reservation calendar stored in the inquiry content storage unit 52 may be updated by information transmitted to the information management server 50 via the requester server 70 and the requester-side front end unit 38 .

The client information storage unit 53 of the information management server 50 shown in FIG. 2 stores information about the service client 71 who is the client of the telephone answering work by the inquiry reception system 10 . For example, the client information storage unit 53 stores information such as the inquiry reception number of each service client 71, the implementation time zone and implementation period of telephone response work by the inquiry reception system 10, and the like.

The client side front-end unit 38 of the inquiry response system 30 shown in FIG. 1 communicates with the client server 70 and the inquiry response system 30 . For example, the requester-side front-end unit 38 stores the information stored in the inquiry content storage unit 52 shown in FIG. It is transmitted to the server 70 or the like. In addition, when the service requester 71 edits the telephone response scenario 80 using the editing unit 36e of the chatbot unit shown in FIG. Establish communication with the chatbot unit 36 .

Although not shown in FIG. 2, the requester-side front end section 38 has a processing circuit, a storage circuit, a communication section, and the like.

The operator communication terminal 60 shown in FIG. 1 is a communication terminal used by an operator 69 who performs telephone answering work in the inquiry reception system 10 . The operator communication terminal 60 has a telephone call line for connecting the telephone call line 94 of the inquirer 90 to the telephone front end unit 22, and also communicates with the application server 32 of the core system 20 via the Internet, WAN, LAN, or the like. data communication. The operator communication terminal 60 may be a smart phone, a mobile phone, a tablet, a PC, etc., but is not particularly limited.

As shown in FIG. 2, the operator communication terminal 60 has a processing circuit 62, a memory circuit 64, a communication section 66, a display section 68, and the like. The communication unit 66 of the operator communication terminal 60 communicates with the chatbot unit 36 and the like via the data communication unit 32b of the application server 32 of the inquiry response system 30. FIG. The operator communication terminal 60 receives information about the telephone response scenario 80 from the chatbot unit 36 and transmits information about the answer of the inquirer 90 entered in the telephone response scenario 80 by the operator 69 to the application server 32 .

Also, the communication unit 66 of the operator communication terminal 60 can be connected to a telephone communication line 94 transferred from the telephone front end unit 22 via the CTI system 21 . By using the operator communication terminal 60 having such a communication unit 66, the operator 69 can perform operator work with only one operator communication terminal 60. FIG.

1 and 2 show an example in which the terminal that connects the telephone call line transferred from the telephone front-end unit 22 is the same as the terminal that displays the telephone response scenario via the operator application. However, the inquiry receiving system 10 is not limited to this. That is, the terminal to which the telephone call line transferred from the CTI system 21 and telephone front-end unit 22 is connected is different from the terminal (smartphone, tablet, PC, etc.) that displays the telephone response scenario via the operator application. It may be a terminal (eg, landline phone, mobile phone, smart phone, etc.).

A display unit 68 of the operator communication terminal 60 is composed of a liquid crystal display, an organic EL display, or the like. The display contents of the display unit 68 are controlled via software or the like installed in the operator communication terminal 60 . The display unit 68 of the operator communication terminal 60 shown in FIGS. 2 and 3 is a touch panel and also serves as an input unit. However, the operator communication terminal 60 is not limited to this, and the operator communication terminal 60 may have an input section such as a keyboard separately from the display section 68 .

The processing circuits 23, 32c, 57, and 62 shown in FIG. 2 are configured by, for example, microprocessors, and perform arithmetic processing necessary for controlling servers and terminals. The storage circuit 32d and the storage units 36d, 51, 52, and 53 include, but are not limited to, flash memories, solid state drives, and hard disk drives capable of storing and rewriting data. Also, the communication units 24, 58, 66 and the data communication unit 32b have, for example, modems.

FIG. 3 is a conceptual diagram showing an example of a telephone response scenario 80 displayed on the display unit 68 of the operator communication terminal 60 in the inquiry reception system 10 shown in FIG.

In the operator communication terminal 60 shown in FIGS. 1 and 2, when the telephone call line 94 via the CTI system 21 is connected, the telephone response scenario 80 of the service requester 71 corresponding to the reception telephone number called by the inquirer 90 is displayed. , is displayed on the display unit 68 of the operator communication terminal 60 .

In addition, when the reception telephone number called by the inquirer 90 corresponds to the telephone response scenario 80 of a plurality of service requesters 71, the application server 30 receives the input The screen is displayed on the display section 68 of the operator communication terminal 60 . In this case, the operator 69 asks the inquirer 90 who the service requester 71 to be inquired by the inquirer 90 is, and inputs what he/she hears to the operator communication terminal 60 . The application server 30 identifies the service requester 71 to be inquired by the inquirer 90 by receiving the input content by the operator 69 , and displays the telephone response scenario 80 of the corresponding service requester 71 on the display unit 68 of the operator communication terminal 60 . to display. FIG. 3A shows a display example of a telephone response scenario 80 displayed on the display unit 68 of the operator communication terminal 60. FIG.

As shown in FIG. 3(a), the telephone response scenario 80 includes question scripts 81a-81d that display the contents of questions from the operator 69 to the inquirer 90, and the answers of the inquirer 90 to the question scripts 81a-81d. Input forms 82a-82d for input are included. The telephone response scenario 80 is a chat format in which the next question scripts 81b to 81d and the input forms 82b to 82d are sequentially displayed every time the operator 69 inputs one answer. is designed to appear in

For example, as shown in FIG. 3(a), an inquirer 90 calls the reception telephone number of "Restaurant B", which is one of the service requesters 71, and is connected to the telephone line of the operator communication terminal 60. In this case, the display unit 68 displays the first question script 81a and the input form 82a of the telephone response scenario 80 of "Restaurant B". The operator 69 reads aloud the question script 81a, "Restaurant B. Is this a phone call for a reservation?"

Furthermore, the operator 69 inputs the reply of the inquirer 90 (for example, "Yes" or "I have a reservation" or "No" or "I do not have a reservation") in the input form 82a. In FIG. 3A, the answer of the inquirer 90 is "reservation", and the operator 69 taps the "reservation" button of the input form 82a to input the answer of the inquirer 90 to the question script 81a. is shown.

When the operator 69 inputs an answer to the input form 82a, the display unit 68 of the operator communication terminal 60 displays a question script asking the next question to the inquirer 90, "Have you decided on your desired date?" 81b and the reservation calendar which is the input form 82b are displayed. The operator 69 reads out the question script 81b, listens to the answer of the inquirer 90, and enters the content of the answer of the inquirer 90 into the input form 82b. The operator 69 repeats the same process for the question scripts 81a to 81d and the input forms 82a to 82d displayed on the display unit 68, thereby performing telephone answering work.

FIG. 3(b) shows a display state after the display state shown in FIG. 3(a). As can be understood from FIGS. 3(a) and 3(b), the display of the telephone answering scenario 80 on the display unit 68 automatically scrolls as answers are entered in the input forms 82a-82d. Thereby, the operator 69 can see the next question script 81d to the inquirer 90 and its input form 82d, as shown in FIG. 3(b).

The display of question scripts 81a-81d and input forms 82a-82d in the chat format displays the next question scripts 81b-81d and input forms 82b-82d after recognizing the input of answers to the previous input forms 82b-82d. However, it is not limited to this. For example, the display of question scripts 81a to 81d and input forms 82a to 82d in the chat format is such that the following question scripts 81b to 81d and input forms 82b to 82d may be displayed. However, in this case, the other input forms 82a-82d and question scripts 82a-82d and question scripts 81b-81d to be filled out by the operator 69 are highlighted, enlarged, etc., so that the operator 69 can identify the input forms 82a-82d and question scripts 81b-81d at a given time. It is preferable to display them separately from 81b to 81d.

The answer information of the inquirer 90 input by the operator 69 through the input forms 82a to 82d is transmitted to the application server 32 of the inquiry response system 30 by the communication unit 66 of the operator communication terminal 60, and stored in the information management server 50. be. The display of the telephone response scenario 80 on the operator communication terminal 60 may be controlled in real time by the chatbot unit 36, and the processing circuit 62 of the operator communication terminal 60 is controlled by the operator application that is sequentially updated by the application server 32. You may

FIG. 4 is a conceptual diagram illustrating how the service requester 71 creates and edits the telephone response scenario 80 using the editing unit 36e of the chatbot unit 36 shown in FIG. A service client 71 shown in FIG. 1 communicates with the application server 32 of the inquiry response system 30 using the client server 70 and can create and edit a telephone response scenario 80 stored in the chatbot section 36 .

When the service client 71 creates or changes the telephone response scenario 80, the service client 71 uses the client server 70 to communicate with the application server 32 of the inquiry response system 30 (arrows G, J). Communication from the client server 70 is transmitted to the editing section 36e of the chatbot section 36 shown in FIG.

The editing unit 36e shown in FIG. 2 reads the telephone response scenario 80 corresponding to the service requester 71 from the telephone response scenario storage unit 36d of the chatbot unit 36, and transmits it to the requester server 70 together with the information of the editing tool. FIG. 4 is an example of an editing screen of the telephone response scenario 80 displayed on the display unit of the client server 71. As shown in FIG. As shown in FIG. 4, the service requester 71 can edit the telephone response scenario 80 by himself using the editing tool provided by the editing unit 36e.

As shown in FIG. 4, the display unit of the client server 70 displays a telephone response scenario 80 in the form of a flow chart, and also displays a tool box 36ea for operating editing tools for the telephone response scenario 80. FIG. The service requester 71 can freely edit the telephone response scenario 80 by dropping and dragging editing tools in the tool box 36ea or by entering text.

Editing tools for telephone response scenario 80 are not limited to those shown in FIG. 4, but include tools for creating question scripts 81a-81d and input forms 82a-82d shown in FIG. Note that the telephone response scenario 80 may include a scenario in which display contents are updated sequentially according to input information or the like from the operator 69, such as the "reservation calendar" of the input form 82b shown in FIG.

1 to 3, the telephone answering service by the inquiry reception system 10 will be described in more detail, but the inquiry reception system 10 is not limited to these specific examples.

As indicated by dotted line arrow A in FIGS. 1 and 2, a telephone call line 94 to the service requester 71 of the inquirer 90 is connected to the telephone front end section 22 . At this time, the telephone front-end unit 22 converts the telephone call to the IP network and transfers it to the CTI system 21 .

The CTI system 21 reads information from the information management server 50 (arrow B) and transfers the telephone line 94 from the inquirer 90 to one of the telephone lines of the operator 69 who is currently available for operator work. The CTI system 21 connects the telephone line 94 of the inquirer 90 connected to the telephone front-end unit 22 to the telephone line of the predetermined operator 69 (dotted arrow C). At the same time, the CTI system 21 notifies the application server 32 of the inquiry response system 30 of the connection destination information of the telephone call line 94 (arrow D).

The application server 32 of the inquiry response system 30 communicates with the operator communication terminal 60 and causes the display unit 68 to display the telephone response scenario 80 via the operator application operating on the operator communication terminal 60 (arrow E). The operator 69 makes a telephone call with the inquirer 90 while viewing the telephone response scenario 80 displayed on the display unit 68 as shown in FIG.

The content of the reply from the inquirer 90 input at the operator communication terminal 60 is transmitted to the application server 32 (arrow E) and stored in the information management server 50 (arrow F). As shown in FIG. 1, the service requester 71 receives the response contents of the inquirer 90 stored in the information management server 50 through communication between the requester server 70 and the requester-side front end section 38 of the inquiry response system 30. It can be browsed (arrows H, J). In this way, in the telephone answering work performed by the inquiry reception system 10, the operator 69 reads out the telephone answering scenario 80 displayed on the operator communication terminal 60, and inputs the contents of the answer in the prepared input form. can perform telephone answering work.

FIG. 5 is a conceptual diagram showing the relationship among the CTI system 21, the inquiry response system 30, and the operator communication terminal 60 in the inquiry reception system 10 shown in FIG. As shown in FIG. 5, in the inquiry reception system 10, the CTI system 21 transfers the telephone call line from the inquirer 90 to the operator 69 (arrow C), and the inquiry response system 30 responds to the operator communication terminal 60 by telephone. By displaying the scenario 80 in a chat format (arrow E), the operator 69 is assisted in answering telephone calls.

Such an inquiry reception system 10 enables the operator 69 to respond flexibly, quickly, and in a warm and human manner. personnel training can be simplified compared to the past, and labor costs can be suppressed. In addition, since the operator 69 can answer the telephone while viewing the telephone answering scenario 80, even if each service requester 71 does not have extensive technical knowledge, the operator 69 can answer the telephone smoothly. Furthermore, since the operator 69 does not need to have extensive technical knowledge of each service client 71 , it is possible for the operator 69 to take charge of answering telephone calls regarding a plurality of service clients 71 . Therefore, as shown in FIG. 5, the inquiry receiving system 10 is highly redundant in terms of the capacity of the number of lines that can handle calls simultaneously for each service client. Also, even if the operator 69 is not familiar with some or all of the plurality of call handling scenarios in advance or has not seen some of the call handling scenarios in advance, the operator communication terminal By responding as instructed while looking at the telephone response scenario 80 displayed in a chat format, smooth telephone response is possible.

In addition, according to the inquiry reception system 10, the operator 69 can start and end the telephone answering work at any time while the operator 69 is at home, if he/she has one operator communication terminal 60 such as a smart phone. Therefore, such an inquiry receiving system 10 can easily secure the required number of operators 69, and can suppress labor costs. In addition, it is relatively easy to secure an operator 69 during late night hours.

In addition, the service client 71 can easily edit the telephone response scenario 80 from the client server 70 (see FIG. 1). can be realized through In addition, by displaying the telephone response scenario 80 on the operator communication terminal 60 in a chat format, the inquiry reception system 10 is more complex and advanced than the conventional telephone reception agency that simply asks the name and contact information of the person making the inquiry. It is possible to deal with it. Further, the service client 71 can easily check the response record by the inquiry reception system 10 from the client server 70 (see FIG. 1).

FIG. 6 is a conceptual diagram explaining the operator score information 51a in the inquiry receiving system 10. As shown in FIG. As shown in FIG. 6, when the operators 69 (α, β) are in charge of answering telephone calls from the inquirers 90 (A, B), the backbone system 20 communicates with the operator communication terminal 60 to establish the information management server Inquiry records and reservation schedules in the inquiry content storage unit 52 of 50 are updated.

Furthermore, the core system 20 stores and updates operator score information 51a regarding the performance evaluation of the telephone answering work of the operator 69 . The operator score information 51a has an operator score, which is an evaluation value of the operator 69 based on whether information is entered in the input forms 82a-82d as prepared in the telephone answering scenario 80, and so on. The operator score information 51a may include feedback information 51ab from the service client 71 who requested the telephone answering service.

In addition, the inquiry reception system 10 and the CIT system 21 transfer the telephone call line from the inquirer 90 once transferred to the operator 69 to the telephone line of the service requester 71 who requested the telephone response work by the operation of the operator 69 via the application software. It may be possible to retransfer to the line. For example, when the content of an inquiry from an inquirer 90 is not within the scope of the prepared telephone answering scenario 80 and the inquirer 90 requires an immediate response, the operator 69 who is answering can transfer the telephone line from the inquirer 90 to the telephone line of the service requester 71 . In this case, the operator 69 taps a transfer button (not shown) displayed on the display unit 68 of the operator communication terminal 60 as shown in FIG. Calls can be forwarded to 71 telephone lines.

Second Embodiment FIG. 7 is a conceptual diagram showing a schematic configuration of an inquiry receiving system 110 according to a second embodiment of the present invention. The inquiry reception system 110 shown in FIG. 7 communicates with the inquiry user communication terminal 160 in which the application software for inquiry is installed, and can accept an inquiry to a predetermined service requester. Different from system 10 . However, the inquiry reception system 110 is the same as the inquiry reception system 10 according to the first embodiment in the rest. Therefore, regarding the inquiry receiving system 110 according to the second embodiment, only the differences from the inquiry receiving system 10 according to the first embodiment will be described, and the common points with the inquiry receiving system 10 will be omitted.

In the inquiry receiving system 110, the application inquirer 169 communicates with the application server 32 using the inquiry user communication terminal 160 in which application software for inquiry is installed. The user communication terminal 160 is composed of a smart phone, a PC, or the like, and is connected to the application server 32 via the Internet or the like.

For example, the application inquirer 169 can use the inquiry application software installed in the user communication terminal 160 to make a reservation for restaurant B, which is one of the service requesters 71 . In this case, at least part of the question script and input form displayed on the user communication terminal 160 via the inquiry application are included in the telephone response scenario 80 shown in FIG. At least a part of the question scripts 81a-81d and the input forms 82a-82b displayed in .

As described above with reference to FIG. 3, the application inquirer 169 enters an answer to the question script in the input form in the same manner as the operator 69 entered using the operator application, and makes a reservation for Restaurant B. be able to. In addition, a reply to the input form input to the user communication terminal 160 is transmitted to the application server 32 and stored in the information management server 50, as in the case of the operator application.

Such an inquiry reception system 110 can reduce the migration barrier when the telephone inquirer 90 shifts to the application inquirer 169 using the inquiry application. Therefore, the inquiry reception system 110 can reduce the ratio of the telephone inquirer 90 to the total contact, and reduce the labor cost of the operator 69 . In addition, since at least a part of the telephone response scenario 80 can be used for the display contents of the inquiry application, the system development cost can be suppressed, and the composite inquiry reception system 110 can be produced at low cost.

As shown in FIG. 7, the inquirer 90 or the application user 69 may directly visit the service requester 71 (hospital C or restaurant B) after making a reservation or the like via the inquiry response system 30. be. In this case, in the inquiry reception systems 10 and 110, the inquirer 90 and the application user 169 who visited the service requester 71 are the same person who made the reservation via the inquiry response system 30 before that. may be collated via the client server 70 .

For example, the client server 70 receives information proving that the visitor is the same person who made the reservation from the inquirer 90 or the application user 69 who visited the service client 71, It may be possible to verify that the person is the same. The information to be provided to the client server 80 to prove that the visitor is the same person who made the reservation includes a card or information that identifies the individual, such as driver's license, My Number card, or insurance card information. A medium, a reservation number transmitted at the time of reservation, ID information issued by the inquiry reception systems 10 and 110, and the like can be considered, but are not particularly limited. Further, the client server 70 may have a device for inputting a reservation number, an IC chip, magnetic card or bar code reader as a terminal for receiving information from a visitor. The client server 70 acquires personal information (name, age, date of birth, address, telephone number, etc.) of the inquirer 90 and the application user 69, which is acquired via the inquiry response system 30 and stored in the information management server 50. and the information of the visitor acquired from the terminal of the client server 70 to check whether the reservation person and the visitor are the same.

Although the inquiry receiving system 10 has been described above while showing the embodiments, the technical scope of the present invention is not limited to the above-described embodiments, and may include various other embodiments. In the embodiments, the technical content of the present invention has been explained by taking as an example the telephone answering work of organizations and companies that make appointments, such as hospitals, restaurants, and companies, but the technology of the present invention is different from these. It is possible to receive inquiries from service clients in various different industries.

DESCRIPTION OF SYMBOLS 10, 110... Inquiry reception system 20... Backbone system 21... CTI system 22... Telephone front-end part 23, 32c, 57, 62... Processing circuit 24, 58, 66... Communication part 30... Inquiry response system 32... Application server 32b Data communication unit 32d, 64 Storage circuit 36 Chatbot unit 36d Telephone response scenario storage unit 36e Editing unit 38 Requester side front end unit 50 Information management server 51 Operator information storage unit 51a Operator score information 51ab... Feedback information 52... Inquiry content storage unit 53... Client information storage unit 60... Operator communication terminal 68... Display unit 69... Operator 70... Client server 71... Service client 80... Telephone response scenario 81a to 81e... Question script 82a to 82e Input form 90 Inquirer 91 Telephone 92 Public line network 94 Telephone communication line 160 User communication terminal 169 Application inquirer

Claims (5)

a CTI system having a telephone front end for accepting telephone calls to a plurality of service clients;
an inquiry response system that stores different telephone response scenarios for each of the service requesters, communicates with an operator communication terminal in which an operator application is installed, and supports telephone responses by the operator;
the CTI system connects a telephone line to the telephone front end to one of the operator's telephone lines included in the information stored by the inquiry response system;
The inquiry response system displays, in a chat format, the telephone response scenario of the corresponding service requester among the plurality of service requesters on the operator communication terminal corresponding to the telephone call line to which the CTI system is connected. Inquiry reception system. The telephone response scenario displayed in a chat format includes a question script for displaying the contents of questions from the operator to the inquirer of the telephone call, and an input form for inputting the inquirer's answers to the question contents of the question script. 2. The inquiry reception system according to claim 1, wherein . 3. The inquiry reception system according to claim 1, further comprising an editing unit that communicates with a client server of the service client and edits the telephone-handling scenario of the service client. 4. The inquiry response system according to any one of claims 1 to 3, wherein the operator communication terminal communicates with the operator communication terminal to confirm whether or not the predetermined operator is capable of answering telephone calls at a predetermined time. inquiry reception system. The inquiry response system is capable of communicating with an inquiry user communication terminal in which an inquiry application is installed, and accepting an inquiry to a predetermined service requester,
At least part of a question script and an input form displayed on the user communication terminal via the inquiry application is included in the telephone response scenario and is displayed on the operator communication terminal via the operator application. and at least part of the input form.

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