JP2022139366A - Information processing device, information processing method and program - Google Patents

Abstract

To provide a call center which is highly satisfactory to both a service provider and a user.SOLUTION: In a call center of a transaction support system 100, a control server of a call control system comprises: a call control part which has a sensing part that senses a call having a first telephone number as a destination, and a determining part that determines whether transfer of the call sensed by the sensing part to an operator terminal is possible or impossible; and a message managing part having a message transmitting part that transmits a message to a user terminal requesting the call. The message transmitting part, when the determining part determines that the transfer of the call to the operator terminal is impossible, transmits, to a user terminal 102 requesting the call, a first message including a first URL which is a URL of a Web page concerning a first commodity or first service associated with the first telephone number.SELECTED DRAWING: Figure 1

Description

The present invention relates to an information processing device, an information processing method, and a program.

Patent Literature 1 discloses television shopping in which products are sold using a call center. Patent Document 2 discloses a call control server used in a call center.
[Prior art documents]
[Patent Literature]
[Patent Document 1] JP 2015-015608 [Patent Document 2] JP 2018-007285

A first aspect of the present invention provides an information processing device. The above information processing apparatus includes, for example, a detection unit that detects a call addressed to the first telephone number. The above information processing apparatus includes, for example, a determination unit that determines whether or not the call detected by the detection unit can be transferred to the operator terminal. The information processing device described above includes, for example, a message transmission unit that transmits a message to a user terminal that originated a call. In the above information processing device, for example, when the determination unit determines that the call cannot be transferred to the operator terminal, the message transmission unit performs the first product or the first product associated with the first telephone number. A first message including a first URL, which is a URL of a web page relating to one service, is sent to the user terminal that originated the call.

The information processing device refers to a storage unit that stores (i) each of one or more telephone numbers and (ii) URLs of web pages related to one or more products or services in association with each other. A first URL acquisition unit that acquires the first URL associated with the number may be provided. In the information processing device described above, the storage unit has a message storage unit that associates and stores each of the one or more telephone numbers with message identification information for identifying each of the one or more products or services. You can In the information processing apparatus described above, the storage unit may have a URL storage unit that associates and stores each of the one or more item identification information with the URL of the web page related to one or more products or services. In the information processing device described above, the first URL acquisition unit refers to the item storage unit, and the item extraction unit extracts the item identification information of the first product or the first service associated with the first telephone number. may have In the information processing apparatus described above, the first URL acquisition unit may include a URL extraction unit that refers to the URL storage unit and extracts the first URL based on the matter identification information extracted by the matter extraction unit. In the above information processing device, the storage unit stores (i) each of one or more telephone numbers, (ii) one or more URLs of web pages related to products or services, and (iii) each telephone number and each URL. It may be stored in association with the validity period of the correspondence. In the information processing device described above, the message transmission unit may transmit the first message to the user terminal when the time at which the detection unit detects the call is included in the validity period.

The above information processing device may include an automatic response unit that automatically responds when the determination unit determines that the call cannot be transferred to the operator terminal. The above information processing apparatus may include a matter identifying unit that identifies the first product or first service from among one or more products or services associated with the first telephone number. In the information processing apparatus described above, the automatic response unit may have a guidance output unit that outputs guidance for inquiring about matters of the user using the user terminal. In the information processing device described above, the automatic response unit may have an answer acquisition unit that acquires an answer to the guidance from the user terminal. In the information processing apparatus described above, the matter specifying unit may specify the first product or the first service based on the answer acquired by the answer acquiring unit.

In the above information processing apparatus, the first message may be a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service). The information processing apparatus described above may include an arrival confirmation unit that confirms whether or not the first message has arrived at the user terminal. The above information processing device may include a disconnection unit that disconnects the call when the arrival confirmation unit confirms that the first message has arrived at the user terminal.

The information processing apparatus described above may include an authentication information determination unit that determines authentication information for a user using a user terminal to authenticate the first message. In the information processing device described above, the message transmission unit may transmit to the user terminal the first message further including the authentication information determined by the authentication information determination unit. In the information processing device described above, the message sending unit sends the message to the ULR notified by the first message when there is a change in the provision capability or specification of the first product or the first service after the first message is sent. A second message may be sent to prompt access to the The information processing apparatus described above may include a second URL acquisition unit that acquires a second URL, which is a URL of a web page related to a second product or second service related to the first product or first service. In the information processing device described above, the message transmission unit may transmit the first message further including the second URL to the user terminal. The above information processing apparatus may include a transfer control section that controls transfer of the call detected by the detection section to the operator terminal. In the information processing device described above, the transfer control unit may determine the order in which calls are transferred to the operator terminals based on the cumulative value of past waiting times of the user terminals.

A second aspect of the present invention provides an information processing method. The information processing method includes, for example, detecting a call destined for the first telephone number. The above information processing method, for example, has a decision step of deciding whether or not to allow the call detected in the detection step to be transferred to the operator terminal. The above information processing method, for example, when it is determined in the determination stage that the call cannot be transferred to the operator terminal, the web address associated with the first product or the first service associated with the first telephone number is displayed. There is a message sending step of sending a first message containing a first URL, which is the URL of the page, to the user terminal originating the call. The information processing method described above may be an information processing method executed by a computer. A computer may be the main agent of each step in the above information processing method.

In a third aspect of the invention, a program is provided. The program may be a program for causing a computer to function as the information processing apparatus according to the first aspect. The program may be a program for causing a computer to execute the information processing method according to the second aspect. A computer readable medium storing the above program may be provided. The computer-readable medium may be non-transitory computer-readable medium. The computer-readable medium may be a computer-readable recording medium.

It should be noted that the above summary of the invention does not list all the necessary features of the invention. Subcombinations of these feature groups can also be inventions.

An example of the system configuration of the transaction support system 100 is shown schematically. An example of the internal configuration of the call control system 120 is shown schematically. An example of the internal configuration of the control server 234 is shown schematically. An example of the internal configuration of the call control unit 320 is shown schematically. An example of the internal configuration of the message management unit 340 is shown schematically. An example of information stored in a storage unit 520 is schematically shown. Another example of information stored in the storage unit 520 is schematically shown. 3 schematically shows another example of the internal configuration of the waiting call management unit 434. FIG. An example of a data table 900 is shown schematically. An example of a data table 1000 is shown schematically. An example of information processing in the call control system 120 is shown schematically. An example of the system configuration of the computer 3000 is shown schematically.

Hereinafter, the present invention will be described through embodiments of the invention, but the following embodiments do not limit the invention according to the claims. Also, not all combinations of features described in the embodiments are essential for the solution of the invention. In addition, in the drawings, the same or similar parts may be denoted by the same reference numerals to omit redundant description.

[Overview of Transaction Support System 100]
FIG. 1 schematically shows an example of a system configuration of a transaction support system 100. As shown in FIG. In the present embodiment, a mail-order business (not shown) sells products or services (sometimes referred to as products, etc.), and the customer 20 purchases the products, etc., as an example. Details of an example of the transaction support system 100 will be described. However, it should be noted that the method of providing products and the like is not limited to this embodiment. In other embodiments, customer 20 may sign up for a free offer of goods or services.

In this embodiment, transaction support system 100 includes call center 110 , web server 140 , and broadcasting facility 160 . In this embodiment, the call center 110 has a call control system 120 and one or more operator terminals 132 . In this embodiment, the call control system 120 and each of the one or more operator terminals 132 are connected via the extension telephone network 122 of the call center 110 .

In this embodiment, the call center 110 can transmit and receive voice to and from the user terminal 102 used by the customer 20 via the public telephone network 12 . The call center 110 sends and receives messages based on SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service) with the user terminal 102 used by the customer 20 via the public telephone network 12. can do. Also, the call center 110 can send and receive various data to and from the user terminal 102 used by the customer 20 via the communication network 14 .

In this embodiment, the web server 140 can send and receive various data between the user terminal 102 and the call center 110 via the communication network 14 . In this embodiment, broadcast facility 160 broadcasts television programs to one or more televisions 104 . The broadcasting system of the broadcasting facility 160 may be a wireless broadcasting system, a cable broadcasting system, a satellite broadcasting system, or an Internet broadcasting system.

In this embodiment, customer 20 utilizes television 104 to view television programs broadcast by broadcast facility 160 . The television program introduces products and the like provided by the mail-order business. In addition, in the TV program, (i) the telephone number of the call center 110 that accepts the application for purchasing the product, etc., (ii) the URL of the web page that accepts the application for purchasing the product, etc., (iii) the application period or the application deadline. be notified. At least one of the above phone number and URL may be presented as an encoded code such as a QR code (registered trademark), or may be output as a sonic signal or an ultrasonic signal.

According to this embodiment, a specific telephone number is associated with a specific matter. An application for receiving provision of a specific product or the like is exemplified as the specific matter. Thereby, a specific telephone number can be associated with a specific product or the like. A correspondence relationship between a specific telephone number and a specific business may be defined for each period. For example, an incoming call addressed to phone number X between 10:00 and 11:00 is associated with an application for purchase of product A, and an incoming call addressed to phone number X between 11:00 and 12:00 is associated with It is associated with an application for receiving the provision of service B. The call center 110 may specify the business of the customer 20 by having the customer 20 select the business using automatic voice guidance.

By the way, in this embodiment, the customer 20 makes a call to the call center 110 using the user terminal 102, and sends the product, etc. tell that you wish to apply for the purchase of However, when the call center 110 is flooded with calls, calls made by the user terminal 102 of the customer 20 are managed as waiting calls. While the call originated by the user terminal 102 of the customer 20 is managed as a waiting call, for example, "We are very busy now. Please wait for a while." "We are very busy now. Please try again later." Automatic voice guidance such as is played.

Therefore, according to one embodiment, the call center 110 accepts an application for purchasing a product or the like associated with the telephone number called by the user terminal 102 of the customer 20 to the user terminal 102 of the customer 20 . Send a message containing the URL of the page. More specifically, call center 110 first detects a call addressed to a telephone number related to an application for purchase of a specific product or the like. The call center 110 determines whether or not to transfer the detected call to the operator terminal 132 . If it is determined that the call cannot be transferred to the operator terminal 132, the call center 110 sends a message containing the URL of the web page related to the specific product etc. associated with the telephone number. , to the user terminal 102 that originated the call.

Thereby, the customer 20 can apply for the purchase of a product or the like via the Web page without waiting for a long time until the call is connected. Moreover, even if the customer 20 is not accustomed to handling the user terminal 102, the customer 20 can easily access the Web page.

Also, in another embodiment, the call center 110 manages the cumulative value of past waiting times (sometimes referred to as cumulative waiting time) for each of one or more customers 20 . The call center 110 may manage the cumulative waiting time of each of the one or more customers 20 for each item handled by the call center 110 . The call center 110 utilizes the cumulative waiting time when transferring any one of the one or more waiting calls to the operator terminal 132 and establishing the call.

More specifically, call center 110 first detects a call addressed to a telephone number related to an application for purchase of a specific product or the like. Call center 110 also controls the transfer of detected calls to operator terminals 132 . At this time, the call center 110 determines the order in which the call is transferred to the operator terminal 132 based on the accumulated waiting time of the user terminal 102 that originated the call.

The order of one or more waiting calls is managed such that, for example, a call with a longer waiting time has a lower order. In this case, the order of the next waiting call to be transferred to the operator terminal 132 is the first.

Thereby, the waiting time of one or more customers 20 is leveled. In addition, it is possible to give the customer 20 a motivation to repeat the short waiting time multiple times.

[Overview of Each Part Related to Transaction Support System 100]
In this embodiment, the public telephone network 12 provides voice call services to fixed telephones, mobile phones, or smart phones. The public telephone network 12 may provide a circuit-switched voice call service. The public telephone network 12 is implemented by, for example, analog lines, digital lines, and combinations thereof. Public telephone network 12 may provide services such as SMS, MMS, and EMS.

In this embodiment, the communication network 14 may be a wired communication transmission line, a wireless communication transmission line, or a combination of a wireless communication transmission line and a wired communication transmission line. . Communication network 14 may include wireless packet communication networks, the Internet, P2P networks, leased lines, VPNs, power line communication lines, and the like.

The communication network 14 may include (i) a mobile communication network such as a mobile phone network, and (ii) a wireless MAN (eg, WiMAX®), a wireless LAN (eg, WiFi®). ), Bluetooth (registered trademark), Zigbee (registered trademark), NFC (Near Field Communication), and other wireless communication networks. Wireless LAN, Bluetooth (registered trademark), Zigbee (registered trademark), and NFC may be examples of short-range wireless communication.

In this embodiment, the user terminal 102 initiates a call via the public telephone network 12 to the telephone number of the call center 110 . User terminal 102 receives messages from call center 110 via public switched telephone network 12 or communication network 14 . Also, the user terminal 102 accesses the web server 140 via the communication network 14 .

Details of the user terminal 102 are not particularly limited. Examples of the user terminal 102 include a personal computer and a mobile terminal. Examples of mobile terminals include mobile phones, smart phones, PDAs, tablets, notebook or laptop computers, wearable computers, and the like.

In this embodiment, television 104 receives information transmitted by broadcast facility 160 and displays the information on its screen. The television 104 may be an example of a broadcast receiving device that receives broadcasts.

In this embodiment, the call center 110 handles calls from multiple customers 20 . Call center 110 may have multiple telephone lines.

In this embodiment, the call control system 120 controls call connections between each of the one or more user terminals 102 and each of the one or more operator terminals 132 . For example, when customer 20 uses user terminal 102 to place a call to call center 110 , call control system 120 establishes a call between user terminal 102 and one or more operator terminals 132 . Also, if there is no operator terminal 132 that can handle the call from the user terminal 102 of the customer 20, the call control system 120 puts the call on hold as a standby call. When the operator terminal 132 capable of handling the call is found, the call control system 120 establishes a call between the operator terminal 132 and the user terminal 102 . Details of the call control system 120 will be described later.

In this embodiment, operator terminal 132 is a telephone located on the premises of call center 110 . The operator terminal 132 may be any device capable of making and receiving calls via the call control system 120, and its details are not limited. The operator terminal 132 may be a landline phone, a mobile phone, or a smart phone. The operator terminal 132 may be an IP phone or smart phone having a VoIP (Voice over Internet Protocol) extension call function. Note that in other embodiments, at least a portion of the one or more operator terminals 132 may be located off-premises of the call center 110 .

In this embodiment, the web server 140 serves web pages. Web server 140 may provide one or more web pages relating to one or more products. In response to a request from the user terminal 102 , the web server 140 transmits the data of the web page indicated by the request to the user terminal 102 .

In this embodiment, the broadcasting facility 160 uses telecommunications technology to simultaneously transmit information such as video, audio, and text to specified or unspecified recipients. Broadcast facility 160 may broadcast television programming.

[Specific configuration of each part of transaction support system 100]
Each part of transaction support system 100 may be realized by hardware, may be realized by software, or may be realized by hardware and software. At least part of each part of transaction support system 100 may be realized by a single server or may be realized by a plurality of servers. At least a part of each part of transaction support system 100 may be realized on a virtual machine or on a cloud system. At least part of each part of the transaction support system 100 may be realized by a personal computer or a mobile terminal. Examples of mobile terminals include mobile phones, smart phones, PDAs, tablets, notebook computers or laptop computers, wearable computers, and the like. Each part of the transaction support system 100 may store information using a distributed ledger technology such as blockchain or a distributed network.

When at least part of the components that make up the transaction support system 100 are implemented by software, the components implemented by the software define operations related to the components in an information processing device with a general configuration. It may be implemented by activating the software or program that runs the The information processing apparatus having the above general configuration includes (i) a data processing apparatus having a processor such as a CPU and GPU, a ROM, a RAM, a communication interface, and the like; and (ii) a keyboard, pointing device, touch panel, camera, voice input Input devices such as devices, gesture input devices, various sensors, and GPS receivers, (iii) output devices such as display devices, audio output devices, and vibration devices, and (iv) storage devices such as memories, HDDs, and SSDs (external including a storage device).

In the information processing apparatus having the general configuration described above, the data processing apparatus or storage device may store the software or program described above. The software or program is executed by the processor to cause the information processing device to perform operations defined by the software or program. The above software or program may be stored in a non-transitory computer-readable recording medium. The above software or program may be a program for causing a computer to function as transaction support system 100 or a part thereof. The above software or program may be a program for causing a computer to execute an information processing method in transaction support system 100 or a part thereof.

In one embodiment, the information processing method includes detecting a call destined for, for example, the first telephone number. The above information processing method, for example, has a decision step of deciding whether or not to allow the call detected in the detection step to be transferred to the operator terminal. The above information processing method, for example, when it is determined in the determination stage that the call cannot be transferred to the operator terminal, the web address associated with the first product or the first service associated with the first telephone number is displayed. There is a message sending step of sending a first message containing a first URL, which is the URL of the page, to the user terminal originating the call.

In another embodiment, the information processing method includes detecting a call destined for, for example, the first telephone number. The information processing method described above comprises, for example, a transfer control step for controlling the transfer of calls detected in the detection step to an operator terminal. In the above information processing method, the transfer control step includes determining the order in which the calls are transferred to the operator terminals, for example, based on the accumulated past waiting times of the user terminals that originated the calls.

Customer 20 may be an example of a user. Transaction support system 100 may be an example of an information processing device. The information call control system 120 may be an example of an information processing device. Transaction support system 100 may be an example of a transfer control device. Information call control system 120 may be an example of a transfer control device.

A telephone number related to an application for purchase of a specific product or the like may be an example of the first telephone number. A specific product or the like may be an example of a first product or a first service. A URL of a web page relating to a specific product or the like may be an example of the first URL.

[An example of another embodiment]
In the present embodiment, the details of the transaction support system 100 will be described, taking as an example a case where the transaction support system 100 is used, for example, for applying for the purchase of a product at a call center of a mail-order business operating a TV shopping business. . However, the application of transaction support system 100 is not limited to call centers of mail-order business operators. In another embodiment, the transaction support system 100 can be used for various inquiries regarding the product or service at the call center of the product manufacturer or seller, or the service provider. In addition, the transaction support system 100 can be used for various inquiries regarding services for residents in public institutions.

FIG. 2 schematically shows an example of the internal configuration of the call control system 120. As shown in FIG. In this embodiment, call control system 120 includes, for example, network switch 220 , PBX 232 , control server 234 , customer relationship manager 236 , and one or more information terminals 238 . The call control system 120 includes, for example, a communication unit 242, a call recording unit 244, a call information management unit 246, and a storage unit 248.

In this embodiment, the network switch 220 is used to transfer information between parts of the call control system 120 . Network switch 220 performs network connection of each part of call control system 120 .

In this embodiment, the PBX 232 is, for example, a private branch exchange located at the call center 110 and accommodates a plurality of operator terminals 132 located within the premises of the call center 110 . PBX 232 may be an Internet Protocol private branch exchange (sometimes referred to as IP-PBX).

For example, PBX 232 accepts calls from user terminal 102 of customer 20 . When the PBX 232 accepts a call from the user terminal 102, the PBX 232 performs, for example, (i) protocol conversion between the public telephone network 12 and the extension telephone network 122, (ii) circuit switching, and (iii) call control of incoming and outgoing calls. etc. PBX 232 , for example, controls call connections between user terminals 102 and operator terminals 132 and between operator terminals 132 .

The PBX 232 may output to the call information management section 246 various types of information (sometimes referred to as call information) regarding calls made via the PBX 232 . The call information includes call identification information, information indicating the type of call, identification information of the originator, identification information of the destination, information indicating the time when the call started, information indicating the time when the call ended, etc. exemplified. Examples of call types include outgoing calls, incoming calls, transferred calls, non-transferred calls, external calls, extension calls, and waiting calls.

In this embodiment, the incoming call allocating unit 233 allocates an incoming call from an outside line to any one of the one or more operator terminals 132 . The incoming call allocation unit 233 may allocate incoming calls from outside lines to any one of the one or more operator terminals 132 based on instructions from the control server 234 .

In this embodiment, control server 234 controls the operation of call control system 120 . The control server 234 has, for example, a CTI (Computer Telephony Integration) function, an IVR (Interactive Voice Response) function, and an ACD (Automatic Call Distribution) function. Details of the control server 234 will be described later.

In this embodiment, the customer relationship management unit 236 manages various types of information (sometimes referred to as customer information) regarding each of one or more customers 20 . For example, the customer relationship manager 236 manages personal information for each of one or more customers 20 . The customer relationship management unit 236 manages the history of inquiries from each of one or more customers 20 . The customer relationship management unit 236 may manage the history of responses to the above inquiries. Customer relationship manager 236 may manage a history of transactions with each of one or more customers 20 . The customer relationship management unit 236 may associate a customer ID for identifying each of the one or more customers 20 with customer information of each customer, and store the information in the storage unit 248 .

In this embodiment, information terminal 238 serves as an input/output interface between each of one or more operators 32 and one or more supervisors 36 and call control system 120 . Information terminal 238 accepts input of instructions or information to call control system 120 from operator 32 or supervisor 36 . Information terminal 238 presents instructions or information from call control system 120 to operator 32 or supervisor 36 .

Examples of the information terminal 238 include a personal computer and a mobile terminal. Examples of mobile terminals include mobile phones, smart phones, PDAs, tablets, notebook or laptop computers, wearable computers, and the like.

The information terminal 238 includes, for example, a communication device, an input device, an output device, a self-position estimation device, a line-of-sight detection device, and the like. Examples of input devices include keyboards, pointing devices, voice input devices (for example, microphones), image input devices (for example, cameras), speech recognition devices, image recognition devices, and the like. The image input device may capture a still image or may capture a moving image. The image input device may record images and sounds. Examples of output devices include displays, projectors, speakers, ultrasonic output devices, vibration output devices, and printers.

In this embodiment, the communication unit 242 transmits and receives information to and from at least one of the user terminal 102 and the web server 140 via the communication network 14 . The communication unit 242 may support one or more communication protocols.

In this embodiment, the call recorder 244 records at least part of the call between the user terminal 102 and operator terminal 132 . For example, the call recording unit 244 acquires a call packet addressed to a specific operator terminal 132, which is output by the PBX 232 to the extension telephone network 122, so that the call between the user terminal 102 and the specific operator terminal 132 can be recorded. Record at least part of it.

In this embodiment, the call information management unit 246 manages various information related to calls made via the PBX 232 . For example, the call information management unit 246 stores the call information output by the PBX 232 in the storage unit 248 . The call information management unit 246 may store the recording data of the call recorded by the call recording unit 244 in the storage unit 248 in association with the call identification information of the call.

In this embodiment, the storage unit 248 stores various information. The storage unit 248 may store information used for information processing in the call control system 120 . The storage unit 248 may store information generated by information processing in the call control system 120 .

The control server 234 may be an example of an information processing device. Control server 234 may be an example of a transfer controller.

FIG. 3 schematically shows an example of the internal configuration of the control server 234. As shown in FIG. In this embodiment, the control server 234 comprises a CTI controller 310 , a call controller 320 , an automatic answerer 330 , a message manager 340 and a balance manager 350 . In this embodiment, the automatic response unit 330 has a guidance output unit 332 and an answer acquisition unit 334 .

In this embodiment, the CTI controller 310 implements the CTI function. In other words, the CTI control unit 310 executes information processing for integrating a computer with telephone equipment such as a telephone, PBX, FAX, and modem.

For example, the CTI control unit 310 may include (i) operator terminals 132 used by each of the one or more operators 32 and one or more supervisors 36, and (ii) each of the one or more operators 32 and one or more supervisors 36. is associated with the information terminal 238 used by . Thereby, the operator 32 and the supervisor 36 can use the information terminal 238 to make and receive calls and make calls.

Also, the CTI control unit 310 searches the customer relationship management unit 236 to extract information about the specific customer 20 when the operator 32 or supervisor 36 is talking to the specific customer 20, for example. Also, the CTI control unit 310 transmits information about the specific customer to the information terminal 238 used by the operator 32 or supervisor 36 who is talking to the specific customer 20 .

In this embodiment, the call control unit 320 controls call connections between each of one or more user terminals 102 and each of one or more operator terminals 132 . The call control unit 320 may determine whether or not to transfer a call from the user terminal 102 of the customer 20 . For example, when an operator terminal 132 capable of handling the above call is detected among one or more operator terminals 132, the call control unit 320 transfers the call from the user terminal 102 of the customer 20 to the operator terminal 132. is possible. On the other hand, if no operator terminal 132 capable of handling the call is detected among the one or more operator terminals 132, the call control unit 320 directs the call from the user terminal 102 of the customer 20 to the operator terminal 132. Determine that the transfer is impossible. Details of the call control unit 320 will be described later.

In this embodiment, the automatic response unit 330 implements an IVR function. In other words, the automatic response unit 330 automatically responds to a telephone inquiry from the customer 20 by voice guidance. For example, when the call control unit 320 determines that the call from the user terminal 102 of the customer 20 cannot be transferred to the operator terminal 132, the automatic answering unit 330 may automatically answer.

In this embodiment, the guide output unit 332 outputs to the user terminal 102 a guide for inquiring about the business of the customer 20 who uses the user terminal 102 . The guidance output unit 332 may output voice guidance.

For example, when a call addressed to call center 110 is detected, guidance output unit 332 reproduces pre-recorded voice guidance. The voice guidance may include questions for the caller of the call (eg, customer 20). For example, the voice guidance includes questions asking about business. The questions to ask about the business include (i) the type of product that the customer 20 wishes to purchase, (ii) the type of product to be provided to the customer 20, and (iii) the product to be provided to the customer 20. The necessity of service and the like are exemplified. The service provided to the customer 20 is exemplified by a service of sending a message containing the URL of the web page related to the above-mentioned product etc. to the user terminal 102 of the customer 20 .

In this embodiment, the answer acquisition unit 334 acquires an answer to voice guidance. For example, the caller of the above call can respond to the question from the guidance output unit 332 by operating the user terminal 102 according to the voice guidance. For example, the caller can answer the above questions by entering the appropriate numbers or symbols into the user terminal 102 according to the voice guidance. The answer acquisition unit 334 may acquire the above-mentioned answer by acquiring information input to the user terminal 102 by the caller from the user terminal 102 of the caller.

In this embodiment, the message management unit 340 manages messages sent to the user terminal 102 used by the customer 20 . Details of the message management unit 340 will be described later.

In this embodiment, the balance management unit 350 manages the balance of electronic value for each of one or more customers 20 . Examples of electronic value include points, mileage, electronic money, cryptocurrency, and digital currency. The balance management unit 350 may execute payment processing for products and services purchased by the customer 20 . Payment processing may be performed for electronic value exchanged by customer 20 for currency. The balance management unit 350 may cooperate with an external information processing device (for example, a server of a credit card company, a financial institution, etc.) to perform the above settlement processing.

The balance management unit 350 may execute electronic value settlement processing in response to a request from the customer 20 . For example, the balance management unit 350 receives a request from the user terminal 102 used by the customer 20 to acquire a product, service, or right by using at least part of the electronic value balance of the customer 20 . The balance management unit 350 executes processing for transferring the electronic value of the customer 20 to the account of the transferor of the product, service or right.

The call control unit 320 may be an example of a detection unit, a message identification unit, or a transfer control unit. The call control unit 320 may be an example of a determination unit or a disconnection unit. The call control unit 320 may be an example of a transfer control device. The message management unit 340 may be an example of a message transmission unit, first URL acquisition unit, second URL acquisition unit, arrival confirmation unit, or authentication information determination unit.

FIG. 4 schematically shows an example of the internal configuration of the call control section 320. As shown in FIG. In this embodiment, the call control unit 320 includes a detection unit 410 , a message identification unit 420 and a transfer control unit 430 . In this embodiment, the transfer control unit 430 has a determination unit 432 , a waiting call management unit 434 , a transfer unit 436 and a disconnection unit 438 .

In this embodiment, the detection unit 410 detects a call addressed to a telephone number related to an application for purchase of a specific product or the like. For example, the detection unit 410 detects a call made by the user terminal 102 of the customer 20 with one of the one or more telephone numbers assigned to the call center 110 as the destination. Detection unit 410 outputs information regarding the detected call to CTI control unit 310 . Further, detection unit 410 outputs information indicating that a call has been detected to transfer control unit 430 .

In this embodiment, the matter identifying unit 420 identifies the matter of the customer 20 who uses the user terminal 102 that originated the call. As described above, the items include (i) the type of product that the customer 20 wishes to purchase, (ii) the type of product that is provided to the customer 20, and (iii) the product that is provided to the customer 20. and the necessity of services that

The matter identifying section 420 may output information indicating the identified matter to the transfer control section 430 . As a result, the transfer control unit 430 can control the call from the user terminal 102 used by the customer 20 in consideration of the customer's 20 needs. For example, the transfer control unit 430 can control transfer of the above call to the operator terminal 132 in consideration of the needs of the customer 20 .

In one embodiment, the matter identification unit 420 identifies the matter of the customer 20 based on the telephone number specified as the destination of the call. The matter identifying unit 420 may identify the matter of the customer 20 based on the telephone number designated as the destination of the call and the period during which the call was detected.

For example, in television shopping, products, etc., are associated with telephone numbers in advance, and telephone numbers used to apply for purchases, etc. of products, etc. introduced in the television program are displayed in the video of the television program. be done. Thereby, the matter identifying unit 420 can identify the matter of the customer 20 based on the telephone number. Also, in TV shopping, different types of products are introduced for each broadcast time. In this case, broadcast times, products, etc., and telephone numbers are associated in advance. Thereby, the matter identifying unit 420 can identify the matter of the customer 20 based on the telephone number and the period during which the call was detected.

In another embodiment, the matter identifying unit 420 identifies the matter of the customer 20 based on the answer acquired by the answer acquiring unit 334 . For example, the guidance output unit 332 outputs voice guidance in which numbers are associated with products and the like. The customer 20 inputs into the user terminal 102 a number corresponding to the customer's 20 business. According to this embodiment, since the correspondence relationship between the numbers input by the customer 20 and the matters is determined in advance, the matters specifying unit 420 may, for example, identify the products corresponding to the answers acquired by the answer acquiring unit 334. etc. can be specified as the business of the customer 20 . As a result, the matter identifying unit 420 can identify a single product or the like as a matter from among one or more products or the like associated with a single telephone number.

In this embodiment, the transfer control unit 430 controls call transfer. For example, the transfer control unit 430 controls transfer of calls detected by the detection unit 410 to the operator terminal 132 . The transfer control unit 430 may control the transfer of the call detected by the detection unit 410 to the operator terminal 132 by controlling the operation of the incoming call allocation unit 233 .

When the call allocation unit 233 transfers the call detected by the detection unit 410 to the operator terminal 132 , a call is established between the user terminal 102 that originated the call and the operator terminal 132 . The incoming call allocation unit 233 may hold the call detected by the detection unit 410 until the transfer control unit 430 determines the transfer destination of the call. The incoming call allocation unit 233 may disconnect the call detected by the detection unit 410 as necessary. For example, after the message management unit 340 transmits the message to the user terminal 102 that originated the call, the incoming call allocation unit 233 disconnects the call based on the instruction from the transfer control unit 430 .

In this embodiment, the transfer control unit 430 determines the order in which the call is transferred to the operator terminal 132 based on the cumulative waiting time of the user terminal 102 that originated the call. For example, the transfer control unit 430 determines the order such that the larger the value of the cumulative waiting time of the user terminal 102 that originated the call, the smaller the order in which the call is transferred to the operator terminal.

Thereby, the waiting time of one or more customers 20 is leveled. In addition, it is possible to give the customer 20 a motivation to repeat the short waiting time multiple times.

In this embodiment, the determination unit 432 determines whether or not the call detected by the detection unit 410 can be transferred to the operator terminal 132 . For example, the determination unit 432 monitors the operational status of each of one or more operator terminals 132 . Then, when the detection unit 410 detects a call, the determination unit 432 determines whether the call detected by the detection unit 410 is detected by one of the one or more operator terminals 132 based on the operation status of each of the one or more operator terminals 132 . Determines whether or not it can be transferred to another.

When the determination unit 432 determines that the call detected by the detection unit 410 can be transferred to any one of the one or more operator terminals 132, the determination unit 432 determines, for example, that (i) transfer is possible or (ii) the identification information of the transfer destination operator terminal 132 to the transfer unit 436 . On the other hand, when the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to any one of the one or more operator terminals 132, the determination unit 432 adds information indicating that the call cannot be transferred. is output to the waiting call management unit 434 . Also, the determination unit 432 may control the incoming call allocation unit 233 to put the call on hold.

In this embodiment, the waiting call manager 434 manages one or more waiting calls. For example, the waiting call manager 434 manages the order in which each of one or more waiting calls is transferred to the operator terminal 132 . The details of the waiting call management unit 434 will be described later.

In this embodiment, the transfer unit 436 transfers the call detected by the detection unit 410 to any one of the one or more operator terminals 132 . The transfer unit 436 , for example, controls the incoming call allocation unit 233 to transfer the call to the operator terminal 132 . The transfer unit 436 may transfer one or more waiting calls to the operator terminal 132 according to the order managed by the waiting call management unit 434 .

In this embodiment, the disconnecting unit 438 disconnects the call detected by the detecting unit 410 . The transfer unit 436 may, for example, control the incoming call allocation unit 233 to disconnect the call. For example, the message manager 340 may send a message to the user terminal 102 that originated the above call. If the message management unit 340 confirms that the message has been sent to the user terminal 102, the disconnect unit 438 disconnects the call. The disconnection unit 438 may determine whether to disconnect the call based on (i) the contents of the message or (ii) the customer's 20 response regarding whether or not the call can be disconnected after receiving the message.

FIG. 5 schematically shows an example of the internal configuration of the message manager 340. As shown in FIG. In this embodiment, the message management unit 340 includes a first URL acquisition unit 510, a storage unit 520, an authentication information determination unit 530, a second URL acquisition unit 540, a message transmission unit 552, and an arrival confirmation unit 554. . In this embodiment, the first URL acquisition unit 510 has a message extraction unit 512 and a URL extraction unit 514 . In this embodiment, the storage unit 520 has a message storage unit 522 and a URL storage unit 524 .

In this embodiment, the first URL acquisition unit 510 acquires the URL of the web page associated with the telephone number specified as the destination of the call detected by the detection unit 410 . The first URL acquisition unit 510 may acquire the above URL by referring to information stored in the URL storage unit 524 . The first URL acquisition unit 510 may refer to the information stored in the URL storage unit 524 and extract the above URL using the telephone number specified as the destination of the call detected by the detection unit 410 as a key.

In the present embodiment, the message extraction unit 512 refers to the information stored in the message storage unit 522, and retrieves the product or service associated with the telephone number designated as the destination of the call detected by the detection unit 410. identification information (sometimes referred to as matter identification information). The details of the information stored in the matter storage unit 522 will be described later.

For example, the message extraction unit 512 refers to the information stored in the message storage unit 522, uses the telephone number specified as the destination of the call detected by the detection unit 410 as a key, and associates it with the above-mentioned telephone number. Extract the identification information of the product etc. received. The message extraction unit 512 refers to the information stored in the message storage unit 522, and extracts (i) the telephone number specified as the destination of the call detected by the detection unit 410, and (ii) the and at least one of the information indicating the business of the customer 20 acquired by the answer acquisition unit 334 as a key, extracting the identification information of the product etc. associated with the above telephone number. good too. The information indicating the business of the customer 20 acquired by the answer acquisition unit 334 may be numbers or symbols assigned to each product or the like in voice guidance, or a combination thereof.

In this embodiment, the URL extraction unit 514 refers to the information stored in the URL storage unit 524 and extracts the above URL based on the information extracted by the message extraction unit 512 . Details of the information stored in the URL storage unit 524 will be described later.

In this embodiment, the storage unit 520 stores (i) one or more telephone numbers and (ii) one or more web page URLs relating to products or services in association with each other. For example, when the storage unit 520 stores data for telephone shopping, the storage unit 520 stores (i) the telephone number of the call center 110 that accepts applications for purchase of products, etc., and (ii) the above-mentioned products, etc. is stored in correspondence with the URL of the Web page for accepting applications for purchase of

The storage unit 520 stores (i) each of one or more telephone numbers, (ii) one or more URLs of web pages relating to products or services, and (iii) the validity period of the corresponding relationship between each telephone number and each URL. may be associated and stored. For example, when the storage unit 520 stores data for telephone shopping, the storage unit 520 stores (i) the telephone number of the call center 110 that accepts applications for purchase of products, etc., and (ii) the above-mentioned products, etc. and (iii) the acceptance period for the purchase of the product at the above telephone number are stored in association with each other.

In this embodiment, the message storage unit 522 stores (i) each of one or more telephone numbers, and (ii) identification information of a message that can be handled by each telephone number (sometimes referred to as message identification information). ) are associated with each other and stored. For example, the message storage unit 522 stores one or more telephone numbers and identification information of one or more products in association with each other. For each of the one or more telephone numbers, the matter storage unit 522 stores (i) a combination of each telephone number and information indicating the matter of the customer 20 acquired by the answer acquisition unit 334, and (ii) each telephone number. (or a combination of the above) may be stored in association with identification information of matters that can be dealt with. The details of the data stored in the matter storage unit 522 will be described later.

In this embodiment, the URL storage unit 524 stores one or more items of item identification information in association with URLs of web pages relating to one or more products or services. The URL storage unit 524 stores, for example, for each of one or more products etc., the identification information of each product etc. and the URL of the web page related to each product etc. in association with each other.

In this embodiment, the authentication information determination unit 530 determines authentication information used when sending a message from the message management unit 340 to the user terminal 102 . The authentication information determination unit 530 determines passwords, passwords, pass phrases, keywords, key phrases, etc. specified by the customer 20 as authentication information. The authentication information determination unit 530 may determine authentication information for each customer and business.

Authentication information determination section 530 outputs the above authentication information to message management section 340 . The message management unit 340 includes the authentication information determined by the authentication information determination unit 530 in part of the message to be transmitted to the user terminal 102 of the customer 20 . For example, the message manager 340 includes the above authentication information in the title of the message. The message manager 340 may include the above authentication information in the body of the message. Accordingly, the customer 20 who has received the message from the message management unit 340 can authenticate that the message is valid or that the sender of the message is the call center 110 .

In the present embodiment, the second URL acquisition unit 540 acquires products (sometimes referred to as related products) related to products associated with the telephone number designated as the destination of the call detected by the detection unit 410. .) to get the URL of the web page. The second URL acquisition unit 540 may determine related products and the like using known recommendation technology. The second URL acquisition unit 540, for example, refers to the URL storage unit 524 and acquires the URL of the web page related to the related product or the like using the identification information of the related product or the like as a key.

In this embodiment, the message sending unit 552 sends a message to the user terminal 102 that originated the call detected by the detecting unit 410 . The above messages may be SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service) based messages.

For example, when the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to the operator terminal 132, the message transmission unit 552 transmits the above message. In this case, the above message may include the URL of the web page related to the product or the like associated with the telephone number designated as the destination of the call detected by detection unit 410 . For example, the message transmission unit 552 transmits a message including the URL acquired by the first URL acquisition unit 510 to the user terminal 102 described above.

As described above, when the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to the operator terminal 132, the call detected by the detection unit 410 is managed as a waiting call.

During the period in which the call detected by the detection unit 410 is managed as a waiting call, the guidance output unit 332 may output voice guidance for asking the customer 20 whether or not the above message is necessary. When the reply obtaining unit 334 obtains a reply indicating that the above message is required, the message sending unit 552 may send the above message. On the other hand, when the answer acquiring unit 334 acquires an answer indicating that the above message is unnecessary, the message sending unit 552 does not have to send the above message.

In addition, during the period in which the call detected by the detection unit 410 is managed as a waiting call, the guidance output unit 332 sends the above message to the customer 20 and then asks the customer 20 whether or not the call may be disconnected. You may output voice guidance. When the response acquisition unit 334 acquires a response indicating that the call may be disconnected, when the message transmission unit 552 confirms that the message has arrived, the message transmission unit 552 confirms that the message has arrived at the user terminal 102. Information indicating this may be output to the transfer control unit 430 . When the transfer control unit 430 acquires the above information, the disconnection unit 438 disconnects the call.

In this embodiment, if the time at which the detection unit 410 detects the call is within the predetermined validity period, the message transmission unit 552 may transmit the above message to the user terminal 102 . On the other hand, if the time at which the detection unit 410 detects the call is not within the predetermined validity period, the message transmission unit 552 does not have to transmit the above message to the user terminal 102 . Examples of the effective period include a period during which an application for purchase of a product or the like associated with the telephone number designated as the destination of the call detected by the detection unit 410 is accepted.

The message sending section 552 may send a message further including the authentication information determined by the authentication information determining section 530 to the user terminal 102 . The message transmission unit 552 may transmit to the user terminal 102 a message further including the URL of the web page related to the related product acquired by the second URL acquisition unit 540 .

Message transmission unit 552 transmits the URL of the web page (that is, the URL acquired by first URL acquisition unit 510) associated with the telephone number designated as the destination of the call detected by detection unit 410. After sending the message containing the above to the user terminal 102, there may be a change in the provision capability or specification of the above products. For example, (i) the product is restocked, (ii) the television shopping is rebroadcast, and (iii) the new product or succeeding product is released.

In this case, the message transmitting unit 552 may transmit to the user terminal 102 of the customer 20 an additional message for prompting access to the URL notified to the customer 20 by the transmitted message. Said additional message may contain the authentication information signaled by said sent message. The additional message may or may not include the URL notified by the already-sent message. If the additional message does not include the URL notified by the sent message, the additional message may include information identifying the sent message. Examples of the information for specifying the transmitted message include the transmission date and time of the transmitted message.

In this embodiment, the arrival confirmation unit 554 confirms whether or not the message transmitted by the message transmission unit 552 has reached the user terminal 102 . For example, when the above message is transmitted using SMS or the like, the arrival confirmation unit 554 can confirm the arrival of the message. When the arrival confirmation unit 554 confirms that the message has arrived, the arrival confirmation unit 554 may output information indicating that the message has arrived to the transfer control unit 430 .

The phone number designated as the destination of the call detected by the detection unit 410 may be an example of the first phone number. The URL of the web page associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of the first URL. The product or the like associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of the first product or the first service. A product or the like related to a product or the like associated with a telephone number specified as a call destination detected by the detection unit 410 may be an example of a second product or a second service. The message including the URL acquired by first URL acquisition section 510 may be an example of the first message. The additional message may be an example of the second message. The product or service identification information associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of the matter identification information.

[An example of another embodiment]
In this embodiment, the storage unit 520 uses a plurality of databases to associate (i) each of one or more telephone numbers with (ii) one or more URLs of web pages related to products or services. As an example, the details of the message manager 340 will be described. However, the message manager 340 is not limited to this embodiment. In another embodiment, storage unit 520 uses a single database to associate (i) each of one or more telephone numbers with (ii) URLs of web pages relating to one or more products or services. Also, the first URL acquisition unit 510 may acquire the target URL using the above single database.

FIG. 6 schematically shows an example of information stored in the storage unit 520. As shown in FIG. In this embodiment, the storage unit 520 stores a data table 620 and a data table 640 . In this embodiment, the storage unit 520 uses the data table 620 and the data table 640 to store (i) one or more telephone numbers and (ii) one or more web page URLs related to products or services. Associate.

In this embodiment, the data table 620 stores a telephone number 622 , a job number 624 , a validity period 626 , and a product ID 628 in association with each other. Note that the data table 620 is not limited to this embodiment. In another embodiment, the data table 620 may store the telephone number 622 and the product etc. ID 628 in association with each other.

The telephone number 622 is, for example, the telephone number of the call center 110 that accepts applications for purchasing products and the like. Multiple telephone numbers may be assigned to a single call center 110 . The item number 624 indicates a number, a symbol, or a combination thereof assigned to each product or the like in the voice guidance. Validity period 626 indicates the validity period of the corresponding relationship between telephone number 622 and product ID 628 . The validity period 626 may be a period during which an application for purchasing a product or the like is accepted. The product ID 628 is information for identifying each of one or more products. The product etc. ID 628 may be a character string assigned to each product, or may be a product name.

In this embodiment, the data table 640 stores product IDs 642 and URLs 644 in association with each other. The URL 644 may be a URL of a web page related to the product identified by the product ID 642 . The URL 644 may be a URL of a web page that accepts an application for purchase of the product identified by the product ID 642 .

FIG. 7 schematically shows another example of information stored in the storage unit 520. As shown in FIG. In this embodiment, the storage unit 520 stores the data table 700. FIG. In this embodiment, the storage unit 520 uses the data table 700 to associate (i) each of one or more telephone numbers with (ii) one or more URLs of web pages relating to products or services.

In this embodiment, the data table 700 stores a telephone number 712, a matter number 714, a validity period 716, a product ID 718, and a URL 720 in association with each other. Note that the data table 700 is not limited to this embodiment. In another embodiment, the data table 700 stores telephone numbers 712 and URLs 720 in association with each other.

FIG. 8 schematically shows another example of the internal configuration of the waiting call management unit 434. As shown in FIG. In this embodiment, the waiting call management unit 434 includes a waiting time measuring unit 812, a waiting status storage unit 814, a waiting performance storage unit 816, a waiting performance extraction unit 822, an adjustment unit 824, and an adjustment number measurement unit 826. and

In this embodiment, the waiting time measurement unit 812 measures the waiting time for each of one or more waiting calls. The standby time measurement unit 812 outputs information indicating the measured standby time to the standby status storage unit 814 . The waiting time measurement unit 812 may output information indicating the measured waiting time to the waiting performance storage unit 816 .

In this embodiment, the waiting status storage unit 814 stores information indicating the current waiting status for each of one or more waiting calls that are currently on standby. For example, the waiting status storage unit 814 associates and stores the order, the telephone number for identifying each waiting call, and the waiting time measured by the waiting time measurement unit 812 for each of one or more waiting calls. . Details of the data stored in the standby status storage unit 814 will be described later.

In this embodiment, the standby record storage unit 816 stores information indicating the past standby record for each of one or more user terminals 102 . For example, when a waiting call is disconnected during waiting by an operation on the user terminal 102 side, the waiting record storage unit 816 adds the current waiting time to the cumulative value of the past waiting times, thereby calculating the accumulated waiting time. Update.

For example, the standby record storage unit 816 stores, for each of one or more user terminals 102, a telephone number assigned to the user terminal 102 and an accumulated value of past standby times in association with each other. When the user terminal 102 is connected to the operator terminal 132, the standby time accumulation process is reset. The cumulative value of the standby time after reset is set to 0, for example.

The standby record storage unit 816 may store the telephone number assigned to each of the one or more user terminals 102 and the cumulative value of the past standby time for each item in association with each other. When the call originated by the user terminal 102 is managed as a waiting call for a specific task, when the user terminal 102 is connected to the operator terminal 132, the waiting time accumulation process for the specific task is reset. be done. On the other hand, it is not necessary to reset waiting time accumulating processing for other matters. Details of the data stored in the standby record storage unit 816 will be described later.

In the present embodiment, the waiting record extracting unit 822 refers to the waiting record storing unit 816 and extracts the accumulated value of the past waiting time of the user terminal 102 that originated the call detected by the detecting unit 410 . The waiting record extracting unit 822 refers to the waiting record storing unit 816, and out of the cumulative value of the past waiting time of the user terminal 102 that originated the call detected by the detecting unit 410, the task identifying unit 420 specified A cumulative value associated with the task may be extracted.

In this embodiment, the adjuster 824 adjusts the order in which waiting calls are forwarded. For example, the adjusting unit 824 adjusts the above order based on the value of the cumulative waiting time extracted by the waiting record extracting unit 822 . The adjuster 824 may adjust the order based on the value of the cumulative waiting time for each item.

In this embodiment, the order of one or more waiting calls is managed such that, for example, a call with a longer waiting time has a lower order. In this case, the adjustment unit 824 determines that the order of the user terminals 102 that originated the calls detected by the detection unit 410 is determined by the cumulative value extracted by the waiting record extraction unit 822 among the one or more waiting calls that are currently on standby. Arrange the order so that at least one waiting call order is smaller than the order of the waiting call.

For example, when customer A, who has a past accumulated waiting time of 20 minutes, makes a new call, the number of waiting calls already waiting is 150, and the waiting time of the 99th waiting call is 21 minutes. and the waiting time for the 100th call is 19 minutes. If the adjustment unit 824 does not perform adjustment processing, the order of the call for customer A is the 151st.

When the reconciliation unit 824 performs reconciliation processing, the order of customer A's call may be less than the 151st. For example, in the above example, among the 150 waiting calls that are already waiting, the waiting time values of 51 waiting calls after the 100th call are smaller than the accumulated waiting time value of customer A. Therefore, the adjustment unit 824 decides to manage the call of customer A as the 100th waiting call, for example. This causes customer A's call order to be less than the order of 51 waiting calls with wait times less than 20 minutes.

Coordinator 824 may decide to manage Customer A's call as a waiting call in any order from 100th to 150th. This causes customer A's call order to be less than the order of at least one of the 101 waiting calls with a waiting time of less than 20 minutes.

The adjustment unit 824, for example, determines the order of the user terminals 102 according to the following procedure. First, the adjustment unit 824 compares the cumulative waiting time value of the user terminal 102 that originated the call detected by the detecting unit 410 with the current waiting time value of each of the one or more waiting calls that are currently waiting. do. The adjustment unit 824 extracts a waiting call whose waiting time value is smaller than the cumulative waiting time value of the user terminal 102 from among one or more waiting calls that are currently waiting. The adjustment unit 824 adjusts the order of the user terminals 102 that originated the calls detected by the detection unit 410 to be smaller than the order of at least one of the one or more waiting calls extracted by the above process. Determine the order of the terminals 102 .

The adjustment unit 824 adjusts the order of the user terminals 102 so that the order of the user terminals 102 originating the calls detected by the detection unit 410 is lower than the order of all waiting calls extracted by the above processing. may be determined. The adjustment unit 824 determines that the order of the user terminals 102 that originated the calls detected by the detection unit 410 is higher than the order of the waiting calls that satisfy a predetermined condition among the one or more waiting calls extracted by the above process. The above user terminals 102 may be ordered such that . The predetermined conditions include: (i) the number of times the call has been reordered during the current waiting period (e.g., the number of times the call has been overtaken by another waiting call) is less than a predetermined value; , (ii) the length of the current waiting time is less than a predetermined value, (iii) the attribute of the customer 20 matches a predetermined type, (iv) the customer 20 and the operator 32 (v) the condition that the statistical value of the past call time between the customer 20 and the operator 32 is smaller than a predetermined value, etc. are exemplified.

The attributes of the customer 20 are determined based on, for example, the purchase record of the product or service, the content of the inquiry, the degree of load placed on the operator 32 who responded, the degree of response or support by the supervisor 36, and the like. Examples of statistical values of call durations include an average value and a median value of call durations.

The adjustment unit 824 adjusts the number of calls detected by the detection unit 410 so that the order of the waiting calls satisfying the predetermined first condition for the number of times counted by the adjustment count measurement unit 826 among the one or more waiting calls does not change. may determine the order of the user terminals 102 that called the . Examples of the first condition include a condition that the number of times measured by the adjustment number measurement unit 826 is equal to or greater than a predetermined value, and a condition that the number of times measured by the adjustment number measurement unit 826 is greater than a predetermined value. be done.

For example, when customer A, who has a past accumulated waiting time of 20 minutes, makes a new call, the number of waiting calls already waiting is 150, and the waiting time of the 99th waiting call is 21 minutes. and the waiting time for the 100th call is 19 minutes. In this case, among the 150 waiting calls that are already waiting, the waiting time values of 51 waiting calls after the 100th call are smaller than the accumulated waiting time value of customer A.

When the customer A makes a new call, if the waiting call B, which is the 120th waiting call, has already been overtaken by five other calls due to the adjustment processing of the adjustment unit 824, the adjustment unit 824 resequences customer A's call so that even if customer A's call is resequenced, waiting call B will not be resequenced. Adjusting unit 824 adjusts the order of customer A's calls and the value of the accumulated waiting time of customer A so that the order of waiting call B does not change even if the order of customer A's calls is adjusted. The order of waiting calls with short waiting times may be adjusted.

In one embodiment, coordinator 824 determines to administer Customer A's call as the 121st call on hold. This puts customer A's call in order of less than 30 out of 101 calls waiting with a wait time of less than 20 minutes. In this case, the order of waiting call B does not change and remains 120th.

In another embodiment, the coordinator 824 decides to manage Customer A's call as a waiting call in any order from 100th to 120th. As a result, the order of waiting call B becomes the 121st. Therefore, the adjustment unit 824 adjusts the order of the 100th to 120th waiting calls so that the order of one of the waiting calls other than the customer A's call among the 100th to the 120th waiting calls is higher than the order of the waiting call B. Arrange the order of the calls and the order of the waiting call B. As a result, the order of waiting call B becomes 120th.

The adjustment unit 824 does not change the order of the one or more waiting calls that (i) satisfy the first condition and (ii) satisfy the second condition in which the waiting time is predetermined. As such, the order of the user terminals 102 that originated the calls detected by the detection unit 410 may be determined. Examples of the second condition include a condition that the current standby time is greater than or equal to a predetermined value, a condition that the current standby time is greater than a predetermined value, and the like.

The adjusting unit 824 obtains (i) the value of the cumulative waiting time extracted by the waiting performance extracting unit 822, (ii) the number of one or more waiting calls, and the current value or estimated value of the waiting time of each of the one or more waiting calls. , and an estimate of the wait time of the user terminal that originated the call. The estimated waiting time is the time from when the user terminal 102 originates the call until the user terminal 102 is connected to the operator terminal 132 if the user terminal 102 continues to wait without disconnecting the call. may be an estimate of

The adjusting unit 824, for example, uses (a) the value of the index for determining the order as the objective variable, (b) (i) the value of the cumulative waiting time extracted by the waiting performance extracting unit 822, and (ii) 1 or more Derived by a function with at least one explanatory variable of the number of waiting calls, the current value or estimated value of the waiting time of each of one or more waiting calls, and the estimated value of the waiting time of the user terminal that originated the call determines the order of the user terminals 102 above.

According to the above embodiments, the degree of moving up the order of user terminals 102 can be adjusted according to the current degree of congestion. For example, the above function is set so that even if the value of the cumulative waiting time extracted by the waiting record extraction unit 822 is the same, the larger the current congestion level, the smaller the value of the above index. .

As a result, if the waiting time is relatively long and the congestion is expected to be high, some of the customers 20 will give up the current connection and choose to call again at another time slot. As a result, waiting times can be leveled.

When the balance management unit 350 receives a request from the user terminal 102 that originated the call detected by the detection unit 410 to use at least part of the electronic value to advance the order, the adjustment unit 824 The order of the user terminals 102 may be determined based on (i) the value of the cumulative waiting time extracted by the waiting record extracting unit 822 and (ii) the amount of electronic value indicated by the request. This allows the customer 20 to use electronic value such as points, miles, etc. to reduce waiting time.

For example, the adjustment unit 824 calculates the total value of the cumulative waiting time extracted by the waiting record extraction unit 822 and the waiting time value determined according to the amount of electronic value, and determines the call detected by the detection unit 410. It is regarded as the value of the cumulative waiting time of the user terminal 102 that has made the call, and various adjustment processes described above are executed. This allows the adjustment unit 824 to determine the order of the user terminals 102 in consideration of the amount of electronic value indicated by the request. Also, the customer 20 can reduce the waiting time depending on the amount of electronic value indicated by the above request.

In one embodiment, customer 20 operates user terminal 102 to specify a waiting time or an upper limit for the waiting time before the customer's call is transferred to operator terminal 132, and sends the above request to the control server. 234. For example, if customer 20 wants to establish a call with operator 32 within 5 minutes, customer 20 operates user terminal 102 to tell control server 234 that customer 20's call is We request that the order in which waiting calls are transferred be adjusted so that the waiting time before being transferred is within 5 minutes. The request may contain information indicating that it applies only to the current call. The above requests may contain information indicating that they always apply to customer 20 .

When control server 234 receives the request, for example, reconciliation unit 824 determines the amount of electronic value required to fulfill the request. Coordinator 824 may determine the amount of electronic value in consideration of current line congestion. The number of waiting calls, the waiting time of the next waiting call to be transferred, and the like are examples of indicators indicating the state of line congestion. The adjuster 824 may send information indicating the determined amount of electronic value to the user terminal 102 that sent the above request.

When the user terminal 102 receives the information indicating the amount of the electronic value, the user terminal 102 presents the amount of the electronic value to the customer 20 and asks whether the user agrees to pay the amount of the electronic value. to the customer 20. The user terminal 102 executes the above presentation processing and/or inquiry processing by outputting audio or images, for example. The customer 20 operates the user terminal 102 to transmit to the control server 234 information indicating whether or not to agree to the payment of electronic value or information indicating permission or denial of execution of adjustment processing.

When the control server 234 receives the information indicating that the customer 20 agrees to pay the electronic value or the information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. do. As a result, the order of the user terminals 102 is determined based on (i) the value of the cumulative waiting time extracted by the waiting record extracting unit 822 and (ii) the amount of electronic value indicated by the above request. .

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value or information indicating that execution of the adjustment process is not permitted, the adjustment unit 824 performs the adjustment process. Abort execution. In this case, the order of the user terminals 102 is determined, for example, based on the value of the cumulative waiting time extracted by the waiting record extraction unit 822 .

In another embodiment, customer 20 operates user terminal 102 to send the above request to control server 234, specifying an upper limit on the order in which his or her call will be transferred to operator terminal 132. . For example, if customer 20 wants to establish a call with operator 32 within the fifth time, customer 20 operates user terminal 102 to tell control server 234 that customer 20's call is to operator terminal 132. Request to adjust the order in which waiting calls are transferred so that the order until transfer is within 5th. The request may contain information indicating that it applies only to the current call. The above requests may contain information indicating that they always apply to customer 20 .

When control server 234 receives the request, for example, reconciliation unit 824 determines the amount of electronic value required to fulfill the request. Coordinator 824 may determine the amount of electronic value in consideration of current line congestion. The number of waiting calls, the waiting time of the next waiting call to be transferred, and the like are examples of indicators indicating the state of line congestion. The adjuster 824 may send information indicating the determined amount of electronic value to the user terminal 102 that sent the above request.

When the user terminal 102 receives the information indicating the amount of the electronic value, it presents the amount of the electronic value to the customer 20 and asks the customer 20 whether or not to agree to pay the amount of the electronic value. . The user terminal 102 executes the above presentation processing and/or inquiry processing by outputting audio or images, for example. The customer 20 operates the user terminal 102 to transmit to the control server 234 information indicating whether or not to agree to the payment of electronic value or information indicating permission or denial of execution of adjustment processing.

When the control server 234 receives the information indicating that the customer 20 agrees to pay the electronic value or the information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. do. As a result, the order of the user terminals 102 is determined based on (i) the value of the cumulative waiting time extracted by the waiting record extracting unit 822 and (ii) the amount of electronic value indicated by the above request. .

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value or information indicating that execution of the adjustment process is not permitted, the adjustment unit 824 performs the adjustment process. Abort execution. In this case, the order of the user terminals 102 is determined, for example, based on the value of the cumulative waiting time extracted by the waiting record extraction unit 822 .

In another embodiment, the customer 20 operates the user terminal 102 to specify the upper limit of the amount of electronic value available for order adjustment, and sends the above request to the control server 234 . For example, if customer 20 is willing to pay 100 points to speed up the order or time to establish a call with operator 32, customer 20 operates user terminal 102 to control server 234. to adjust the order in which waiting calls are transferred so that the order or waiting time until the customer 20 call is transferred to the operator terminal 132 is shortened by 100 points. The request may contain information indicating that it applies only to the current call. The above requests may contain information indicating that they always apply to customer 20 .

When the control server 234 receives the above request, for example, the adjustment unit 824 extracts (i) the cumulative waiting time value of the customer 20 extracted by the waiting history extraction unit 822, and (ii) the electronic Determine the order of customers 20 based on the amount of value. The adjustment unit 824 may determine the degree of order or waiting time that can be reduced by the above amount of electronic value, taking into consideration the current line congestion. The number of waiting calls, the waiting time of the next waiting call to be transferred, and the like are examples of indicators indicating the state of line congestion. The coordinator 824 may send information indicating the determined order to the user terminal 102 that sent the above request. Coordinator 824 may send information indicative of the estimated waiting time corresponding to the determined order to the user terminal 102 that sent the above request.

When the user terminal 102 receives the information indicating the above order, the user terminal 102 presents the above order to the customer 20 and asks the customer 20 whether he agrees to pay the amount of electronic value. The user terminal 102 executes the above presentation processing and/or inquiry processing by outputting audio or images, for example. The customer 20 operates the user terminal 102 to transmit to the control server 234 information indicating whether or not to agree to the payment of electronic value or information indicating permission or denial of execution of adjustment processing.

When the control server 234 receives the information indicating that the customer 20 agrees to pay the electronic value or the information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. do. As a result, the order of the user terminals 102 is determined based on (i) the value of the cumulative waiting time extracted by the waiting record extracting unit 822 and (ii) the amount of electronic value indicated by the above request. .

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value or information indicating that execution of the adjustment process is not permitted, the adjustment unit 824 performs the adjustment process. Abort execution. In this case, the order of the user terminals 102 is determined, for example, based on the value of the cumulative waiting time extracted by the waiting record extraction unit 822 .

The transmission route of the above request is not particularly limited. In one embodiment, the above requests from user terminal 102 are sent to control server 234 via communication network 14 and communication unit 242 . In another embodiment, the above request from user terminal 102 is sent to control server 234 via public telephone network 12 and PBX 232 . For example, the customer 20 sends the above request to the control server 234 by using the user terminal 102 to reply to the voice guidance reproduced by the automatic response unit 330 .

In this embodiment, the adjustment count measurement unit 826 counts the number of times the adjustment unit 824 adjusts the order for each of one or more waiting calls. As a result, for each of one or more waiting calls, the number of times the call is skipped by another waiting call is counted. The adjustment count measurement unit 826 outputs information indicating the measurement result to the adjustment unit 824 .

FIG. 9 schematically shows an example of a data table 900. As shown in FIG. Each record included in the data table 900 may be an example of information stored in the standby status storage unit 814 . In this embodiment, the data table 900 indicates the waiting status of a waiting call destined for a particular telephone number. In this embodiment, the data table 900 includes an item number 912, an order 914, a telephone number 916 from which the waiting call originated, a current waiting time 918, and an order adjusted order during the current waiting. The number of times 920 is stored in association with the number of times 920 . The data table 900 may further store the product etc. ID 922 in association with it.

FIG. 10 schematically shows an example of the data table 1000. As shown in FIG. Each record of the data table 1000 may be an example of information stored in the standby record storage unit 816 . In this embodiment, the data table 1000 stores a telephone number 1012 assigned to each of one or more user terminals 102, a product ID 1014 that is an example of a business, and an accumulated waiting time 1016 in association with each other.

FIG. 11 schematically shows an example of information processing in call control system 120 . According to the present embodiment, first, in step 1110 (the step may be abbreviated as S), the detection unit 410 of the call control unit 320 is assigned to the call center 110 that accepts applications for purchasing products and the like. Detects calls destined for a specified phone number. Next, in S1112, the determination unit 432 of the call control unit 320 checks the operation status of one or more operator terminals 132 arranged in the call center 110, and determines whether the detected call is connected to one of the one or more operator terminals 132. Determine whether it can be transferred to one.

If it is determined that the call can be transferred (Yes in S1112), in S1120 the transfer unit 436 of the call control unit 320 controls the incoming call allocation unit 233 to transfer the call to the operator terminal. 132. On the other hand, if it is determined that the above call cannot be transferred (No in S1112), in S1130 the waiting call management unit 434 of the call control unit 320 manages the above call as a waiting call.

The waiting call manager 434 manages the order of one or more waiting calls that are currently waiting. The adjusting unit 824 of the waiting call management unit 434 considers the waiting status of one or more waiting calls that are currently waiting and the cumulative value of the past waiting times of the calls detected by the detecting unit 410, so that the detecting unit 410 Determine the order of detected calls.

For example, if the cumulative waiting time of the call detected by the detecting unit 410 is 17 minutes and 00 seconds, the adjusting unit 824 refers to the data table 900 to refer to the current waiting time of the other calls currently waiting and the detected It is compared with the cumulative wait time of the call detected by unit 410 . According to the embodiment described in connection with FIG. 9, the current waiting time for the 14th waiting call in the current sequence is 18 minutes and 40 seconds, and the current waiting time for the 15th waiting call in the current sequence is Since the time is 16 minutes and 30 seconds, for example, the adjustment unit 824 determines the order of the call detected by the detection unit 410 to be 15th.

The method for determining the order of calls detected by detection unit 410 is not limited to the above method. For example, the currently queued 15th call has already been overtaken by other calls five times and has a relatively long wait time. Therefore, the adjustment unit 824 determines the order of the calls detected by the detection unit 410 so that the current order does not change the order of the 15th waiting call. Specifically, the adjustment unit 824 determines the order of the call detected by the detection unit 410 to be 16th.

When the waiting call management unit 434 starts managing the call as a waiting call, the waiting time measurement unit 812 starts measuring the current waiting time. The waiting state storage unit 814 creates a record of the above call and records the measurement result of the waiting time measurement unit 812 .

Also, when the standby call management unit 434 starts management as a standby call, in S1132, the automatic response unit 330 reproduces voice guidance for inquiring about the necessity of a message including the URL of the web page related to the product etc. do. When the automatic response unit 330 obtains a reply indicating that the customer 20 requested the above message, the authentication information determination unit 530 of the message management unit 340 controls the automatic response unit 330 to authenticate the customer 20 message. Play back voice guidance to inquire about authentication information for

When the automatic response unit 330 acquires the reply from the customer 20, the authentication information determination unit 530 determines authentication information. When the answer from the customer 20 is voice, the authentication information determining section 530 may determine the authentication information by performing voice recognition processing. When the response from the customer 20 is a push notification, the authentication information determining section 530 may determine the number or symbol input by the customer 20 or a combination thereof as the authentication information.

The first URL acquisition unit 510 of the message management unit 340 acquires the URL of the web page related to the above products. The message transmission unit 552 of the message management unit 340 creates a message containing the URL of the web page related to the product etc. and the authentication information, and transmits the message to the user terminal 102 that originated the call. do. The arrival confirmation unit 554 of the message management unit 340 confirms whether or not the message has reached the user terminal 102 .

Next, in S1134, the waiting call management unit 434 determines whether or not the call has been disconnected by an operation on the user terminal 102 side while the call is being managed as a waiting call. For example, if it is not determined that the call has been disconnected by the user terminal 102 side operation (No in S1134), the waiting call management unit 434 repeats the operation of S1134.

On the other hand, if it is determined that the call has been disconnected by an operation on the user terminal 102 side (Yes in S1134), in S1136 the waiting record storage unit 816 of the waiting call management unit 434 stores the cumulative waiting time of the call. update the time. As a result, when the user terminal 102 that originated the above call calls the call center 110 again, the order of transfer to the operator terminal 132 is adjusted according to the current waiting time. As a result, waiting times can be leveled.

FIG. 12 illustrates an example computer 3000 upon which aspects of the present invention may be embodied, in whole or in part. At least part of transaction support system 100 may be realized by computer 3000 . For example, at least part of call control system 120 is implemented by computer 3000 . For example, at least part of control server 234 is implemented by computer 3000 .

Programs installed on the computer 3000 cause the computer 3000 to function as one or more "parts" of operations or one or more "parts" of an apparatus according to embodiments of the invention, or to and/or cause the computer 3000 to perform processes or steps of processes according to embodiments of the present invention. Such programs may be executed by CPU 3012 to cause computer 3000 to perform certain operations associated with some or all of the blocks in the flowcharts and block diagrams described herein.

Computer 3000 according to this embodiment includes CPU 3012 , RAM 3014 , GPU 3016 , and display device 3018 , which are interconnected by host controller 3010 . Computer 3000 also includes input/output units such as communication interface 3022 , hard disk drive 3024 , DVD-ROM drive 3026 and IC card drive, which are connected to host controller 3010 via input/output controller 3020 . The computer also includes legacy input/output units such as ROM 3030 and keyboard 3042 , which are connected to input/output controller 3020 via input/output chip 3040 .

The CPU 3012 operates according to programs stored in the ROM 3030 and RAM 3014, thereby controlling each unit. The GPU 3016 retrieves image data generated by the CPU 3012 into itself, such as a frame buffer provided in RAM 3014 , and causes the image data to be displayed on the display device 3018 .

Communication interface 3022 communicates with other electronic devices over a network. Hard disk drive 3024 stores programs and data used by CPU 3012 within computer 3000 . DVD-ROM drive 3026 reads programs or data from DVD-ROM 3001 and provides programs or data to hard disk drive 3024 via RAM 3014 . The IC card drive reads programs and data from IC cards and/or writes programs and data to IC cards.

ROM 3030 stores therein programs that are dependent on the hardware of computer 3000, such as a boot program that is executed by computer 3000 upon activation. Input/output chip 3040 may also connect various input/output units to input/output controller 3020 via parallel ports, serial ports, keyboard ports, mouse ports, and the like.

A program is provided by a computer-readable storage medium such as a DVD-ROM 3001 or an IC card. The program is read from a computer-readable storage medium, installed in hard disk drive 3024 , RAM 3014 , or ROM 3030 , which are also examples of computer-readable storage media, and executed by CPU 3012 . The information processing described within these programs is read by computer 3000 to provide coordination between the programs and the various types of hardware resources described above. An apparatus or method may be configured by implementing information operations or processing according to the use of computer 3000 .

For example, when communication is performed between the computer 3000 and an external device, the CPU 3012 executes a communication program loaded into the RAM 3014 and sends communication processing to the communication interface 3022 based on the processing described in the communication program. you can command. Under the control of the CPU 3012, the communication interface 3022 reads the transmission data stored in the transmission buffer area provided in the recording medium such as the RAM 3014, the hard disk drive 3024, the DVD-ROM 3001, or the IC card. Data is transmitted to the network, or received data received from the network is written in a receive buffer area or the like provided on the recording medium.

In addition, the CPU 3012 causes the RAM 3014 to read all or necessary portions of files or databases stored in external recording media such as a hard disk drive 3024, a DVD-ROM drive 3026 (DVD-ROM 3001), an IC card, etc. Various types of processing may be performed on the data in RAM 3014 . CPU 3012 may then write back the processed data to an external recording medium.

Various types of information, such as various types of programs, data, tables, and databases, may be stored on recording media and subjected to information processing. CPU 3012 performs various types of operations on data read from RAM 3014, information processing, conditional decisions, conditional branching, unconditional branching, and information retrieval as specified throughout this disclosure and by instruction sequences of programs. Various types of processing may be performed, including /replace, etc., and the results written back to RAM 3014 . Also, the CPU 3012 may search for information in a file in a recording medium, a database, or the like. For example, when a plurality of entries each having an attribute value of a first attribute associated with an attribute value of a second attribute are stored in the recording medium, the CPU 3012 selects the first attribute from among the plurality of entries. search for an entry that matches the specified condition of the attribute value of the attribute, read the attribute value of the second attribute stored in the entry, and thereby determine the first attribute that satisfies the predetermined condition An attribute value of the associated second attribute may be obtained.

The programs or software modules described above may be stored in a computer readable storage medium on or near computer 3000 . In addition, a recording medium such as a hard disk or RAM provided in a server system connected to a dedicated communication network or the Internet can be used as a computer-readable storage medium, whereby the above program can be transferred via a network. provided to the computer 3000;

Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments. It is obvious to those skilled in the art that various modifications and improvements can be made to the above embodiments. In addition, matters described with respect to a specific embodiment can be applied to other embodiments as long as they are not technically inconsistent. It is clear from the description of the scope of claims that forms with such modifications or improvements can also be included in the technical scope of the present invention.

The execution order of each process such as actions, procedures, steps, and stages in the devices, systems, programs, and methods shown in the claims, the specification, and the drawings is particularly "before", "before etc., and it should be noted that they can be implemented in any order unless the output of the previous process is used in the subsequent process. Regarding the operation flow in the claims, the specification, and the drawings, even if the description is made using "first," "next," etc. for the sake of convenience, it means that it is essential to carry out in this order. not a thing

The specification of the present application discloses, for example, the following matters.
[Item A-1]
a detection unit that detects a call addressed to the first telephone number;
a determination unit that determines whether the call detected by the detection unit can be transferred to an operator terminal;
When the determining unit determines that the call cannot be transferred to the operator terminal, the first telephone number is the URL of the web page related to the first product or first service associated with the first telephone number. a message transmitting unit that transmits a first message including one URL to the user terminal that originated the call;
An information processing device.
[Item A-2]
(i) each of the one or more telephone numbers and (ii) the URL of the web page relating to one or more products or services are referenced and stored in association with the first telephone number; Further comprising a first URL acquisition unit that acquires the first URL,
The information processing device according to item A-1.
[Item A-3]
The storage unit is
a message storage unit that stores each of the one or more telephone numbers and the message identification information for identifying each of the one or more products or services in association with each other;
a URL storage unit that associates and stores each of the one or more item identification information with the URL of the web page related to one or more products or services;
has
The first URL acquisition unit is
a matter extracting unit that refers to the matter storage unit and extracts matter identification information of the first product or the first service associated with the first telephone number;
a URL extraction unit that refers to the URL storage unit and extracts the first URL based on the matter identification information extracted by the matter extraction unit;
having
The information processing device according to item A-2.
[Item A-4]
The storage unit stores (i) each of one or more telephone numbers, (ii) one or more URLs of web pages related to products or services, and (iii) validity period of correspondence between each telephone number and each URL. and store the
The message transmission unit transmits the first message to the user terminal when the time at which the detection unit detects the call is included in the valid period.
The information processing device according to item A-2 or item A-3.
[Item A-5]
an automatic response unit that automatically responds when the determination unit determines that the call cannot be transferred to the operator terminal;
a matter identifying unit that identifies the first product or first service from among one or more products or services associated with the first telephone number;
with
The above automatic response part is
a guidance output unit that outputs guidance for inquiring about matters of the user using the user terminal;
an answer acquisition unit that acquires an answer to the guidance from the user terminal;
has
The matter specifying unit specifies the first product or the first service based on the answer acquired by the answer acquiring unit;
The information processing device according to item A-1.
[Item A-6]
The first message is a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service),
The information processing device is
an arrival confirmation unit that confirms whether or not the first message has reached the user terminal;
a disconnection unit that disconnects the call when the arrival confirmation unit confirms that the first message has arrived at the user terminal;
further comprising
The information processing apparatus according to any one of items A-1 to A-5.
[Item A-7]
further comprising an authentication information determining unit that determines authentication information for a user using the user terminal to authenticate the first message;
wherein the message transmission unit transmits the first message further including the authentication information determined by the authentication information determination unit to the user terminal;
The information processing apparatus according to any one of items A-1 to A-6.
[Item A-8]
The above message sending unit
If there is a change in the ability or specification of the first product or the first service after the first message is sent,
Sending a second message to prompt access to the ULR notified by the first message;
The information processing apparatus according to any one of items A-1 to A-7.
[Item A-9]
further comprising a second URL acquisition unit that acquires a second URL that is a URL of a web page relating to a second product or second service related to the first product or first service;
wherein the message transmission unit transmits the first message further including the second URL to the user terminal;
The information processing apparatus according to any one of items A-1 to A-8.
[Item A-10]
further comprising a transfer control unit for controlling transfer of the call detected by the detection unit to an operator terminal;
The transfer control unit determines the order in which the call is transferred to the operator terminal based on the cumulative value of past waiting times of the user terminal.
The information processing apparatus according to any one of items A-1 to A-9.
[Item A-11]
A program for causing a computer to function as the information processing apparatus according to any one of items A-1 to A-10.
[Item A-12]
a detection step of detecting a call destined for the first telephone number;
a determination step of determining whether the call detected in the detection step can be transferred to an operator terminal;
URL of a web page relating to the first product or first service associated with the first telephone number when it is determined in the determination step that the call cannot be transferred to the operator terminal; a message sending step of sending a first message including a first URL to the user terminal originating the call;
An information processing method comprising:
[Item B-1]
a detection unit that detects a call addressed to the first telephone number;
a transfer control unit for controlling transfer of the call detected by the detection unit to an operator terminal;
with
The transfer control unit determines the order in which the call is transferred to the operator terminal based on the cumulative value of past waiting times of the user terminal that originated the call.
Transfer controller.
[Item B-2]
The transfer control unit determines the order such that the order in which the call is transferred to the operator terminal decreases as the cumulative value of past waiting times of the user terminal that originated the call increases.
The transfer control device according to item B-1.
[Item B-3]
The transfer control unit is
a waiting call management unit that manages the order in which each of the one or more waiting calls is transferred to the operator terminal;
a transfer unit that transfers the one or more waiting calls to the operator terminal according to the order managed by the waiting call management unit;
having
The transfer control device according to item B-1 or item B-2.
[Item B-4]
The above waiting call management unit
a waiting time measurement unit that measures a waiting time for each of the one or more waiting calls;
a waiting status storage unit for storing the order, the telephone number for identifying each waiting call, and the waiting time measured by the measuring unit in association with each other for each of the one or more waiting calls;
For each of the one or more user terminals, referring to the standby record storage unit that stores the telephone number assigned to each user terminal and the cumulative value of the past standby time in association with each other, the above-mentioned call originating user is referred to. a standby record extraction unit that extracts the cumulative value of the past standby time of the user terminal;
an adjustment unit that adjusts the order based on the cumulative value extracted by the standby performance extraction unit;
including,
The transfer device according to item B-3.
[Item B-5]
The adjusting unit selects at least one of the one or more waiting calls in which the order of the user terminal originating the call is smaller than the cumulative value extracted by the waiting performance extracting unit. adjusting the order so that it is less than the call order;
The transfer device according to item B-4.
[Item B-6]
(i) the cumulative value extracted by the waiting performance extracting unit; (ii) the number of the one or more waiting calls; and determining the order of the user terminals that originated the call based on at least one of an estimated waiting time of the user terminals that originated the call.
The transfer device according to item B-4 or item B-5.
[Item B-7]
The waiting call management unit further has an adjustment count measurement unit that measures the number of times the adjustment unit adjusts the order for each of the one or more waiting calls,
The adjusting unit makes the calls so that the order of waiting calls satisfying a predetermined first condition for the number of times measured by the adjustment number measuring unit among the one or more waiting calls does not change. determine the order of the user terminals that
The transfer device according to any one of items B-4 to B-6.
[Item B-8]
The adjusting unit, among the one or more waiting calls, does not change the order of the waiting calls that (i) satisfy the first condition and (ii) satisfy the second condition in which the waiting time is predetermined. to determine the order of the user terminals that originated the call,
The transfer device according to item B-7.
[Item B-9]
further comprising a matter identifying unit that identifies a matter of the user who uses the user terminal that originated the call;
The standby record storage unit stores, for each of the one or more user terminals, a telephone number assigned to each user terminal and an accumulated value of past standby times for each task in association with each other, and
The waiting record extracting unit refers to the waiting record storing unit, and corresponds to the task specified by the task specifying unit, among the cumulative value of the past waiting time of the user terminal that originated the call. Extract the cumulative value attached,
The adjustment unit adjusts the order based on the cumulative value associated with the task extracted by the standby performance extraction unit.
The transfer device according to any one of items B-4 to B-8.
[Item B-10]
further comprising a balance management unit that manages the balance of the electronic value for each of the one or more users,
The above adjustment unit
When the balance management unit receives a request to move up the order by using at least part of the electronic value from the user terminal that originated the call,
(i) determining the order of the user terminals that made the call based on the cumulative value extracted by the waiting performance extracting unit and (ii) the amount of the electronic value indicated by the request;
The transfer device according to any one of items B-4 to B-9.
[Item B-11]
A program for causing a computer to function as the transfer device according to any one of items B-1 to B-10.
[Item B-12]
a detection step of detecting a call destined for the first telephone number;
a transfer control stage for controlling transfer of said call detected in said detection stage to an operator terminal;
has
The transfer control step includes determining the order in which the call is transferred to the operator terminal based on the accumulated past waiting time of the user terminal originating the call.
Transfer control method.

12 public telephone network, 14 communication network, 20 customer, 32 operator, 36 supervisor, 100 transaction support system, 102 user terminal, 104 television, 110 call center, 120 call control system, 122 extension telephone network, 132 operator terminal, 140 Web Server 160 Broadcast equipment 220 Network switch 232 PBX 233 Incoming call allocation unit 234 Control server 236 Customer relationship management unit 238 Information terminal 242 Communication unit 244 Call recording unit 246 Call information management unit 248 Storage unit , 310 CTI control unit, 320 call control unit, 330 automatic response unit, 332 guidance output unit, 334 answer acquisition unit, 340 message management unit, 350 balance management unit, 410 detection unit, 420 matter identification unit, 430 transfer control unit , 432 determination unit, 434 waiting call management unit, 436 transfer unit, 438 disconnection unit, 510 first URL acquisition unit, 512 message extraction unit, 514 URL extraction unit, 520 storage unit, 522 message storage unit, 524 URL storage unit , 530 authentication information determination unit, 540 second URL acquisition unit, 552 message transmission unit, 554 arrival confirmation unit, 620 data table, 622 telephone number, 624 matter number, 626 validity period, 628 product ID, 640 data table, 642 Product etc. ID, 644 URL, 700 Data table, 712 Telephone number, 714 Matter number, 716 Effective period, 718 Product etc. ID, 720 URL, 812 Waiting time measurement unit, 814 Waiting status storage unit, 816 Waiting result storage unit, 822 Waiting performance extracting unit 824 Adjusting unit 826 Adjustment count measuring unit 900 Data table 912 Matter number 914 Order 916 Telephone number 918 Waiting time 920 Adjustment count 922 Product etc. ID 1000 Data table 1012 Telephone number, 1014 Product ID, 1016 Cumulative waiting time, 3000 Computer, 3001 DVD-ROM, 3010 Host controller, 3012 CPU, 3014 RAM, 3016 GPU, 3018 Display device, 3020 Input/output controller, 3022 Communication communication interface, 3024 hard disk drive, 3026 DVD-ROM drive, 3030 ROM, 3040 input/output chip, 3042 keyboard

Claims (12)

a detection unit that detects a call addressed to the first telephone number;
a determination unit that determines whether the call detected by the detection unit can be transferred to an operator terminal;
When the determining unit determines that the call cannot be transferred to the operator terminal, the first telephone number is the URL of the web page related to the first product or first service associated with the first telephone number. a message sending unit that sends a first message including one URL to the user terminal that originated the call;
An information processing device. (i) Each of the one or more telephone numbers and (ii) the URL of the web page relating to the one or more products or services are referenced and stored in correspondence with the first telephone number. Further comprising a first URL acquisition unit that acquires the first URL,
The information processing device according to claim 1 . The storage unit is
a message storage unit that stores each of the one or more telephone numbers and the message identification information for identifying each of the one or more products or services in association with each other;
a URL storage unit that associates and stores each of the one or more item identification information with the URL of the web page related to one or more products or services;
has
The first URL acquisition unit,
a matter extraction unit that refers to the matter storage unit and extracts matter identification information of the first product or the first service associated with the first telephone number;
a URL extraction unit that refers to the URL storage unit and extracts the first URL based on the matter identification information extracted by the matter extraction unit;
having
The information processing apparatus according to claim 2. The storage unit stores (i) each of one or more telephone numbers, (ii) one or more URLs of web pages relating to products or services, and (iii) a validity period of correspondence between each telephone number and each URL. and store the
The message transmission unit transmits the first message to the user terminal when the time at which the detection unit detects the call is included in the validity period.
The information processing apparatus according to claim 2 or 3. an automatic response unit that automatically responds when the determination unit determines that the call cannot be transferred to the operator terminal;
a matter identifying unit that identifies the first product or the first service from among one or more products or services associated with the first telephone number;
with
The automatic response unit
a guidance output unit for outputting guidance for inquiring about matters of the user using the user terminal;
an answer acquisition unit that acquires an answer to the guidance from the user terminal;
has
The matter specifying unit specifies the first product or the first service based on the answer acquired by the answer acquiring unit;
The information processing device according to claim 1 . The first message is a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service),
The information processing device is
an arrival confirmation unit that confirms whether or not the first message has arrived at the user terminal;
a disconnection unit that disconnects the call when the arrival confirmation unit confirms that the first message has arrived at the user terminal;
further comprising
The information processing apparatus according to any one of claims 1 to 5. further comprising an authentication information determining unit that determines authentication information for a user using the user terminal to authenticate the first message;
wherein the message transmission unit transmits the first message further including the authentication information determined by the authentication information determination unit to the user terminal;
The information processing apparatus according to any one of claims 1 to 6. The message sending unit
If there is a change in the provision capability or specification of the first product or the first service after the first message is sent,
Sending a second message to prompt access to the ULR notified by the first message;
The information processing apparatus according to any one of claims 1 to 7. further comprising a second URL acquisition unit that acquires a second URL, which is a URL of a web page related to a second product or second service related to the first product or first service,
wherein the message transmission unit transmits the first message further including the second URL to the user terminal;
The information processing apparatus according to any one of claims 1 to 8. Further comprising a transfer control unit for controlling transfer of the call detected by the detection unit to an operator terminal,
The transfer control unit determines an order in which the call is transferred to the operator terminal based on an accumulated value of past waiting times of the user terminal.
The information processing apparatus according to any one of claims 1 to 9. A program for causing a computer to function as the information processing apparatus according to any one of claims 1 to 10. a detection step of detecting a call destined for the first telephone number;
a determination step of determining whether or not to transfer the call detected in the detection step to an operator terminal;
URL of a web page relating to the first product or first service associated with the first telephone number when it is determined in the determination step that the call cannot be transferred to the operator terminal; a message sending step of sending a first message including a first URL to the user terminal originating the call;
An information processing method comprising:

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