JP2023173511A - Information processing device, information processing system, and program - Google Patents

Abstract

To provide information corresponding to a reception person as information for supporting the reception person who visits.SOLUTION: A management server 10 as an information processing device includes a control section 11. In the control section 11, a location information acquisition section 101 acquires location information indicating a location of a customer, a reception information acquisition section 103 acquires reception information on customer response record, a confidentiality degree setting section 104 sets a degree of confidentiality for each reception information according to an attribute of the reception information, and a support information generation section 107 generates support information for supporting a reception person who visits the location of the customer to deal with the customer on the basis of the location information and the reception information, the degree of confidentiality, and map data.SELECTED DRAWING: Figure 3

Description

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

2. Description of the Related Art A technique is known that supports customer service by providing information to a customer service person (for example, Patent Document 1).

Japanese Patent Application Publication No. 2005-293179

With such technology, information tailored to the customer, such as the customer's situation and words related to the customer, is provided to the customer. On the other hand, there are various types of people who respond to the call, such as sales personnel, call center operators, delivery personnel, billing personnel, etc., and their positions also vary. Additionally, some types of information may be shared across companies. For this reason, it is desirable to provide information tailored to the person responding. In particular, compared to non-visit responders (e.g. call center operators, billing personnel, etc.), on-site responders (e.g., sales representatives, delivery personnel, etc.) are more likely to have limited visiting time or to be away from home. Since there is a risk of information leakage, it is desirable to limit the information provided to what is needed at the time of response.

An object of the present invention is to provide information tailored to each person as information to support the person receiving the visit.

The invention described in claim 1 includes: a location information acquisition means for acquiring location information indicating the location of a customer; a reception information acquisition means for acquiring reception information regarding a record of reception for the customer; a setting means for setting a degree of confidentiality for each reception information according to the attributes of the information; the acquired location information and reception information; the degree of secrecy set for each reception information; and map data. The information processing apparatus is characterized in that it has a generating means for generating support information for supporting a customer who visits the customer's location and responds based on the customer's location.
The invention as set forth in claim 2 further includes a service person attribute information acquisition means for acquiring service person attribute information regarding the attributes of the service person, and the generating means is configured to generate the location information, the service information, and the confidential information. 2. The information processing apparatus according to claim 1, wherein the support information is generated based on the degree of response, the map data, and the responder attribute information.
In the invention set forth in claim 3, the customer attribute information acquisition means acquires, as the customer attribute information, information regarding the organization to which the customer belongs and information regarding the position of the customer, and The generating means includes the location information, the response information, the degree of confidentiality, the map data, the organization to which the responder belongs, which is specified by the responder attribute information, the job title of the responder, and the 3. The information processing apparatus according to claim 2, wherein the support information is generated based on a degree of secrecy.
In the invention described in claim 4, the setting means includes, as attributes of the response information, information that can be shared by a group of a plurality of companies, information that can be shared by each company that constitutes the group, and a department of the company. The degree of confidentiality is set depending on whether the information is shareable for each team, information that is shareable for each team in the department, or information that is shareable for each position. An information processing device according to claim 1.
In the invention set forth in claim 5, the setting means sets the degree of confidentiality to be lower as the size of the organization that can share the reception information becomes larger, and as the rank of the position that can share the reception information becomes higher. 5. The information processing apparatus according to claim 4, wherein the degree of secrecy is set high.
The invention set forth in claim 6 provides an input receiving means for receiving an operation for inputting location information indicating the location of a customer and response information regarding a record of service to the customer, and the inputted location information and the response information. A transmission control means for controlling the transmission of information to another information processing device, and the other information processing device set the degree of confidentiality for each response information according to the attribute of the response information, and When support information for supporting a customer visiting the customer's location is generated based on the customer's location information, the location information, and the customer service information, an acquisition means for acquiring the support information; The information processing apparatus is characterized in that it has a display control means that performs control to display the support information and map data in association with each other.
The invention described in claim 7 is characterized in that the display control means performs control to display the support information including at least the reception information of the customer in a superimposed manner on the location of the customer in the map data. The information processing device according to claim 6, wherein:
In the invention described in claim 8, the input receiving means further receives an input operation for specifying the location of the customer in the map data, and the display control means further receives the location of the customer specified by the input operation. 8. The information processing apparatus according to claim 7, wherein control is performed to display the support information including at least the reception information of the customer in a superimposed manner on the customer's location in map data.
In the invention described in claim 9, the display control means controls displaying the support information generated according to the degree of confidentiality of the reception information and the attribute of the reception person who performed the input operation. The information processing apparatus according to claim 8, characterized in that the information processing apparatus performs the following.
The invention set forth in claim 10 provides an input receiving means for receiving an operation for inputting location information indicating the location of a customer and service information regarding the record of service to the customer; and a setting means for setting a degree of confidentiality for each of the reception information, the inputted location information and the reception information, the degree of confidentiality set for each of the reception information, and map data, a generating means for generating support information for supporting a service person who visits the customer's location, and a display control means for controlling display of the generated support information and map data in association with each other; An information processing system characterized by having the following.
The invention described in claim 11 provides a computer with a function of acquiring location information indicating the location of a customer, a function of acquiring reception information regarding a record of reception to the customer, and an attribute of the acquired reception information. , based on the acquired location information and reception information, the degree of secrecy set for each reception information, and map data. This is a program for realizing the functions of generating support information for supporting a person who visits the customer's location and provides support.

According to the first aspect of the present invention, it is possible to provide an information processing device that can provide information tailored to the person who is visiting the customer as information to support the person who is visiting the customer.
According to the second aspect of the present invention, it is possible to provide information corresponding to the attributes of the person serving as information to support the person receiving the visit.
According to the third aspect of the present invention, it is possible to provide information corresponding to the organization and position of the person responding as information to support the person receiving the visit.
According to the fourth aspect of the present invention, it is possible to provide information corresponding to the organization and position of the person responding as information to support the person receiving the visit.
According to the fifth aspect of the present invention, it is possible to provide information that supports the person receiving the call based on the size of the organization and the level of the position of the person receiving the request.
According to the sixth aspect of the present invention, it is possible to provide an information processing device that can provide information tailored to the person who is visiting the customer as information to support the person who is visiting the customer.
According to the seventh aspect of the present invention, it is possible to provide information that supports the person who is visiting the site, in accordance with the person who is visiting the site, in association with the map data.
According to the eighth aspect of the present invention, it is possible to provide information that supports the person who is visiting the site, in accordance with the person who is responding to the visit, in association with the map data.
According to the ninth aspect of the present invention, it is possible to provide information corresponding to the degree of secrecy and the attributes of the person responding in correspondence with the map data as information to support the person visiting the site.
According to the tenth aspect of the present invention, it is possible to provide an information processing system that can provide information tailored to the person who is visiting the customer as information to support the person who is visiting the customer.
According to the eleventh aspect of the present invention, it is possible to provide a program that can provide information tailored to the person receiving the service as information to support the person receiving the visit.

1 is a diagram illustrating an example of the overall configuration of an information processing system to which this embodiment is applied. 1 is a diagram showing a hardware configuration of a management server as an information processing device to which this embodiment is applied. FIG. 3 is a diagram showing a functional configuration of a control unit of a management server. FIG. 3 is a diagram showing a functional configuration of a control unit of a responder terminal. FIG. 3 is a diagram showing the functional configuration of a control unit of a response person management terminal. It is a flowchart which shows the flow of processing of a management server. It is a flowchart which shows the flow of processing of the reception person terminal of the reception person who registers reception information. It is a flowchart which shows the flow of a process of a responder terminal of a responder who receives provision of response information. It is a flowchart which shows the flow of processing of a response person management terminal. It is a diagram showing a specific example of information stored in a customer DB of a storage unit of a management server. It is a figure which shows the specific example of the information memorize|stored in the response person DB of the memory|storage part of a management server. FIG. 7 is a diagram illustrating a specific example of a user interface displayed on a responder terminal operated by a responder who receives support information. FIG. 7 is a diagram illustrating a specific example of a user interface displayed on a responder terminal operated by a responder who receives support information.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.
(Configuration of information processing system)
FIG. 1 is a diagram showing an example of the overall configuration of an information processing system 1 to which this embodiment is applied.
The information processing system 1 is configured by connecting a management server 10, attendant terminals 30-1 to 30-n (n is an integer value of 2 or more), and an attendant management terminal 40 via a network 90. has been done. The network 90 is, for example, a LAN (Local Area Network), the Internet, or the like. Note that if there is no need to explain each of the attendant terminals 30-1 to 30-n individually, they will be collectively referred to as the attendant terminal 30.

The management server 10 is an information processing device that serves as a server that manages the entire information processing system 1. For example, the management server 10 acquires information indicating the location of the customer (hereinafter referred to as "location information") and information regarding the track record of customer service (hereinafter referred to as "response information"). Furthermore, the management server 10 sets a value indicating the degree of confidentiality of the information (hereinafter referred to as "confidentiality level") for each reception information, according to the attributes of the acquired reception information.

The management server 10 stores information (hereinafter referred to as (referred to as “support information”) is generated and transmitted to the responder terminal 30. In addition, the management server 10 acquires information regarding the attributes of the responder (hereinafter referred to as "responder attribute information"), and obtains location information, response information, the degree of confidentiality set for each response information, and map data. Support information can also be generated based on the information and the attribute information of the responder. The "person in charge" includes, for example, a sales person, a person in charge of work, a person in charge of delivery, and the like. Note that details of these processes by the management server 10 will be described later.

The attendant terminal 30 is an information processing device such as a personal computer, a smartphone, or a tablet terminal operated by the attendant. For example, the attendant terminal 30 displays a predetermined user interface on the display unit (see explanation in FIG. 2). Further, for example, the attendant terminal 30 acquires information transmitted and received from the management server 10 or the outside, and displays at least part of the information on the user interface. Here, "external" refers to, for example, an external server that is connected to the network 90 in FIG. 1 but does not belong to the information processing system 1. Furthermore, the information displayed on the user interface includes, for example, map data displaying the customer's location and support information.

Further, for example, the attendant terminal 30 receives input information input into the user interface and transmits it to the management server 10. The input information sent from the attendant terminal 30 to the management server 10 includes, for example, location information, reception information, and information input to display the location and support information of the customer to be visited on the map data. Examples include information for specifying a customer (hereinafter referred to as "destination specification information"). Further, for example, the attendant terminal 30 acquires support information transmitted from the management server 10 and displays it on the map data. Note that the details of these processes by the attendant terminal 30 will be described later.

The attendant management terminal 40 is an information processing device such as a personal computer, a smartphone, or a tablet terminal operated by an administrator who manages the attendants. For example, the responder management terminal 40 manages responder attribute information for each responder, and manages part (for example, only updated portions) or all of the responder attribute information at a predetermined timing. It is sent to the server 10. Thereby, the latest state of the responder attribute information stored in the management server 10 is maintained. Note that although only one attendant management terminal 40 is shown in FIG. 1, there may be a plurality of terminals. For example, when the information processing system 1 is shared by a group consisting of multiple companies, a responder management terminal 40 is arranged for each company, and the responder attribute information of each responder belonging to each company is managed. be done.

The above-described processes of each of the management server 10, the responder terminal 30, and the responder management terminal 40 that constitute the information processing system 1 are merely examples, and the information processing system 1 as a whole must be equipped with a function that realizes the above-described processing. Bye. For this reason, some or all of the functions for realizing the above-described processing may be shared within the information processing system 1 or may be performed in collaboration. That is, some or all of the functions of the management server 10 may be implemented as functions of the responder terminal 30 or the responder management terminal 40, or some or all of the functions of the responder terminal 30 or the responder management terminal 40 may be implemented as the functions of the responder terminal 30 or the responder management terminal 40. It is also possible to have 10 functions. Further, part or all of the functions of the management server 10, the attendant terminal 30, and the attendant management terminal 40 that constitute the information processing system 1 may be transferred to another server (not shown) or the like. This facilitates the processing of the information processing system 1 as a whole, and also makes it possible to complement each other in processing.

(Hardware configuration of management server)
FIG. 2 is a diagram showing the hardware configuration of the management server 10 as an information processing device to which this embodiment is applied.
The management server 10 includes a control section 11 , a memory 12 , a storage section 13 , a communication section 14 , an operation section 15 , and a display section 16 . These units are connected via a data bus, an address bus, a PCI (Peripheral Component Interconnect) bus, and the like.

The control unit 11 is a processor that controls the functions of the management server 10 through execution of various software such as an OS (basic software) and application software. The control unit 11 is composed of, for example, a CPU (Central Processing Unit). The memory 12 is a storage area that stores various software and data used for its execution, and is used as a work area during calculations. The memory 12 is composed of, for example, a RAM (Random Access Memory).

The storage unit 13 is a storage area that stores input data for various software, output data from various software, and the like. The storage unit 13 includes, for example, an HDD (Hard Disk Drive), an SSD (Solid State Drive), a semiconductor memory, etc. used for storing programs, various setting data, and the like. The storage unit 13 stores, as a database for storing various information, for example, a location DB 131 storing location information for each customer, a map DB 132 storing map data, location information for each customer, and reception information. A customer DB 133, a service person DB 134 in which service person attribute information for each service person is stored, and the like are stored.

The communication unit 14 transmits and receives data between the attendant terminal 30 and the outside via the network 90 . The operation unit 15 includes, for example, a keyboard, a mouse, mechanical buttons, and switches, and accepts input operations. The operation unit 15 also includes a touch sensor that integrally forms a touch panel with the display unit 16. The display unit 16 includes, for example, a liquid crystal display or an organic EL (Electro Luminescence) display used for displaying information, and displays images, text data, and the like.

(Hardware configuration of responder terminal and responder management terminal)
The hardware configurations of the responder terminal 30 and the responder management terminal 40 are both similar to the hardware configuration of the management server 10 shown in FIG. That is, the responder terminal 30 and the responder management terminal 40 include a control unit and a memory having the same functions as the control unit 11, memory 12, storage unit 13, communication unit 14, operation unit 15, and display unit 16 in FIG. , a storage section, a communication section, an operation section, and a display section, and their illustration and description will be omitted.

(Functional configuration of control unit of management server)
FIG. 3 is a diagram showing the functional configuration of the control unit 11 of the management server 10.
The control unit 11 of the management server 10 includes a location information acquisition unit 101, a map data acquisition unit 102, a response information acquisition unit 103, a confidentiality setting unit 104, a response person attribute information acquisition unit 105, and a designated information acquisition unit. 106, support information generation section 107, and transmission control section 108 function.

The location information acquisition unit 101 acquires location information. Examples of the location information include an address, coordinates indicating latitude and longitude, a facility name, a building name, and the like. The source of the location information is not particularly limited; for example, the location information may be provided by a sales person who has conducted a preliminary investigation, or it may be provided from an external source. The location information acquired by the location information acquisition unit 101 is stored in a database and managed for each customer. Specifically, location information is associated with identification information (for example, customer ID, etc.) that can uniquely identify a customer, and is stored and managed in the location DB 131.

The map data acquisition unit 102 acquires map data transmitted from the outside. The map data acquired by the map data acquisition unit 102 is stored and managed in a database. Specifically, the acquired map data is stored and managed in the map DB 132 of the storage unit 13. Note that the map data may be created uniquely by the management server 10, but commonly used map data may also be used. The map data is kept up-to-date by being updated at predetermined timing.

The reception information acquisition unit 103 acquires reception information for each customer. "Response information" includes, for example, matters to be noted when visiting the customer's location for customer service (for example, information regarding parking lots, etc.), matters agreed upon with the customer through the customer service, and requests from the customer. , complaints, etc. The service information is input by a service person who has provided service to customers in the past. The reception information acquired by the reception information acquisition unit 103 is stored in a database and managed for each customer. Specifically, reception information is associated with identification information that can uniquely identify a customer, and is stored and managed in the customer DB 133.

The confidentiality level setting unit 104 sets the confidentiality level for each reception information according to the attribute of the reception information acquired by the reception information acquisition unit 103. For example, the confidentiality level setting unit 104 determines whether the response information is information that can be shared by a group of multiple companies, information that can be shared by each company that makes up the group, information that can be shared by each department of a company, or information that can be shared by a group of companies. Confidentiality is set depending on whether the information can be shared by individual or by position. In this case, for example, the confidentiality level setting unit 104 sets the confidentiality level of the response information to be lower as the scale of the organization that can share the response information becomes larger, and the confidentiality of the response information becomes lower as the rank of the position that can share the response information increases. The density can be set high. The confidentiality level is stored and managed in the customer DB 133 in association with the reception information.

The attendant attribute information acquisition unit 105 acquires attendant attribute information of the attendant. Examples of the "responder attribute information" include information regarding the organization to which the responder belongs, information regarding the position of the responder, and the like. The responder attribute information is transmitted from the responder management terminal 40. The customer attribute information acquired by the customer attribute information acquisition unit 105 is stored in a database and managed for each customer. Specifically, the attendant attribute information is associated with identification information that can uniquely identify the attendant, and is stored and managed in the attendant DB 134.

The designation information acquisition unit 106 acquires the destination designation information transmitted from the attendant terminal 30.
The support information generation unit 107 generates support information. Specifically, the support information generation unit 107 generates support information based on the location information and reception information for each customer specified by the destination designation information, the confidentiality level set for each reception information, and map data. generate. Further, support information can also be generated based on location information, reception information, confidentiality level set for each reception information, map data, and response person attribute information. In this case, for example, the support information generation unit 107 generates support based on the organization to which the responder belongs and the responder's position specified by the responder attribute information, location information, response information, confidentiality level, and map data. Generate information.

The transmission control unit 108 controls the transmission of various information to the service person terminal 30, the service person management terminal 40, or the outside via the communication unit 14 (see FIG. 2). For example, the transmission control unit 108 performs control to transmit the support information generated by the support information generation unit 107 to the attendant terminal 30. Further, for example, the transmission control unit 108 performs control to transmit the map data acquired by the map data acquisition unit 102 and its update information to the attendant terminal 30.

(Functional configuration of control unit of attendant terminal)
FIG. 4 is a diagram showing the functional configuration of the control section of the attendant terminal 30. As shown in FIG.
In the control section of the attendant terminal 30, an information acquisition section 301, a display control section 302, an input operation reception section 303, and a transmission control section 304 function.

The information acquisition unit 301 acquires various information. For example, the information acquisition unit 301 acquires information transmitted from the management server 10 and the outside. Examples of the information transmitted from the management server 10 or the outside include map data and support information.

The display control unit 302 functions as a display unit and controls displaying various information on the display unit. For example, the display control unit 302 controls displaying a user interface on the display unit. The user interface can be displayed by starting application software for users installed in advance on the attendant terminal 30, or can be displayed by accessing a website for users. For example, map data displaying the customer's location, support information, etc. is displayed on the user interface. In this case, the display control unit 302 performs control to display support information superimposed on the customer's location in the map data.

The input operation accepting unit 303 serves as an input accepting means and accepts input operations from the receptionist. Examples of the input operations by the receptionist include finger touch operations and mouse operations. The input operation accepting unit 303 accepts an input operation for starting application software. In addition, the input operation accepting unit 303 accepts various information input via a user interface displayed on the display unit by starting the application software. Examples of the information input via the user interface include location information, reception information, destination designation information, and the like.

The transmission control unit 304 controls the transmission of various information to the management server 10, the responder management terminal 40, or the outside via the communication unit. For example, the transmission control unit 304 performs control to transmit location information, reception information, visiting destination designation information, etc. whose input is accepted by the input operation reception unit 303 to the management server 10 .

(Functional configuration of control unit of responder management terminal)
FIG. 5 is a diagram showing the functional configuration of the control section of the attendant management terminal 40. As shown in FIG.
In the control unit of the responder management terminal 40, a responder attribute information management unit 401, a display control unit 402, an input operation reception unit 403, and a transmission control unit 404 function.

The responder attribute information management unit 401 stores and manages the responder attribute information of the responder in a database. Specifically, the responder attribute information management unit 401 manages information using responder management terminals 40 arranged for each corporate group, each company that constitutes a corporate group, each department that constitutes a company, and each team that belongs to a department. Attribute information of each of the one or more responders is stored and managed in a database provided in the storage unit (for example, a database corresponding to the responder DB 134 in FIG. 2).

The display control unit 402 has the same function as the display control unit 302 in FIG. 4, and controls displaying various information such as a user interface on the display unit. For example, an input field for inputting customer attribute information is displayed on the user interface.

The input operation accepting unit 403 accepts input operations from a manager who manages the responders. Examples of the administrator's input operations include finger touch operations and mouse operations. The input operation accepting unit 403 accepts an input operation for starting application software. In addition, the input operation accepting unit 403 accepts an input operation for registering customer attribute information via a user interface displayed on the display unit by starting the application software.

The transmission control unit 404 controls the transmission of various information to the management server 10, the responder terminal 30, or the outside via the communication unit. For example, the transmission control unit 404 performs control to transmit the responder attribute information whose input is accepted by the input operation reception unit 403 to the management server 10 .

(Management server processing flow)
FIG. 6 is a flowchart showing the process flow of the management server 10.
When the location information is transmitted (YES at step 601), the management server 10 acquires the transmitted location information (step 602). On the other hand, if the location information has not been transmitted (NO in step 601), the management server 10 repeats step 601 until the location information is transmitted.

When the management server 10 receives the map data (YES in step 603), it acquires the transmitted map data (step 604). On the other hand, if map data has not been transmitted (NO in step 603), the management server 10 repeats step 603 until map data is transmitted.

When the management server 10 receives the reception information for each customer (YES in step 605), it acquires the received reception information (step 606), and performs a function for each reception information according to the attribute of the reception information. The density is set (step 607). On the other hand, if the reception information has not been transmitted (NO in step 605), the management server 10 repeats step 605 until the reception information is transmitted.

When the attendant is determined and the attendant attribute information of the attendant is sent (YES at step 608), the management server 10 acquires the sent attendant attribute information (step 609). On the other hand, if the responder attribute information has not been transmitted (NO in step 608), the management server 10 repeats step 608 until the responder attribute information is transmitted. Note that the support information can also be generated based on the location information, the response information, the confidentiality level set for each response information, and map data without acquiring the response person attribute information. In this case, although not shown, step 608 is skipped and the process proceeds to step 610.

When the management server 10 receives the destination designation information (YES in step 610), it acquires the destination designation information (step 611), and stores the location information and reception information of the customer who is the designated destination, and Support information is generated based on the confidentiality level set for each response information, map data, and response person attribute information (step 612). Note that if step 608 is skipped, support information is generated based on the location information, reception information, confidentiality level, and map data. On the other hand, if the destination designation information has not been transmitted (NO in step 610), the management server 10 repeats step 610 until the destination designation information is transmitted. The management server 10 then transmits the support information generated in step 612 to the attendant terminal 30 (step 613).

(Flow of processing on the responder terminal)
7 and 8 are flowcharts showing the flow of processing of the attendant terminal 30. FIG. In FIGS. 7 and 8, it is assumed that the person operating the person terminal 30-1 registers the reception information, and the person operating the person terminal 30-2 receives the support information.
In FIG. 7, when an input operation is performed to start the application software (YES at step 701), the attendant terminal 30-1 accepts the input operation (step 702) and displays a user interface on the display unit. (Step 703). On the other hand, if the input operation for starting the application software is not performed (NO in step 701), the attendant terminal 30 repeats step 701 until the input operation for starting the application software is performed.

When an input operation for registering the customer's location information and reception information is performed via the user interface (YES at step 704), the attendant terminal 30-1 accepts the input operation (step 705) and The input information is transmitted to the management server 10 (step 706). On the other hand, if the input operation for registering the customer's location information and reception information is not performed (NO in step 704), the receptionist terminal 30-1 registers the customer's location information and reception information. Step 704 is repeated until an input operation is performed.

In FIG. 8, when an input operation is performed to start the application software (YES at step 801), the attendant terminal 30-2 accepts the input operation (step 802) and displays a user interface on the display unit. (Step 803). On the other hand, if the input operation for starting the application software has not been performed (NO at step 801), the attendant terminal 30-2 will continue to perform step 801 until the input operation for starting the application software is performed. repeat.

When the operator terminal 30-2 performs an operation to input destination designation information (YES in step 804), it accepts the input operation (step 805), and directs the input destination designation information to the management server 10. and transmits it (step 806). On the other hand, if the operation to input the destination designation information is not performed (NO in step 804), the attendant terminal 30-2 repeats step 804 until the operation to input the destination designation information is performed. .

When map data is transmitted from the management server 10 (YES at step 807), the attendant terminal 30-2 acquires the transmitted map data (step 808). On the other hand, if map data has not been transmitted (NO in step 807), the attendant terminal 30-2 repeats step 807 until map data is transmitted.

When the support information is sent from the management server 10 (YES in step 809), the attendant terminal 30-2 acquires the sent support information (step 810), and adds the support information to the customer's location in the map data. are displayed in a superimposed manner (step 811). On the other hand, if the support information has not been transmitted (NO in step 809), the responder terminal 30-2 repeats step 809 until the support information is transmitted.

(Process flow of responder management terminal)
FIG. 9 is a flowchart showing the process flow of the attendant management terminal 40. As shown in FIG.
The attendant management terminal 40 stores and manages the attendant attribute information of the attendant in a database (step 901). When the input operation for starting the application software is performed (YES at step 902), the attendant management terminal 40 accepts the input operation (step 903) and displays a user interface on the display unit (step 904). On the other hand, if the input operation for starting the application software is not performed (NO in step 902), the attendant management terminal 40 repeats step 902 until the input operation for starting the application software is performed. .

When an input operation for registering the attribute information of the attendant is performed via the user interface (YES in step 905), the attendant management terminal 40 accepts the input operation (step 906) and registers the input attendant. The attribute information is transmitted to the management server 10 (step 907). On the other hand, if the input operation for registering the responder attribute information is not performed (NO in step 905), the responder management terminal 40 performs the input operation for registering the responder attribute information. Step 905 is repeated until.

(Concrete example)
FIG. 10 is a diagram showing a specific example of information stored in the customer DB 133 of the storage unit 13 of the management server 10.
As shown in FIG. 10, the customer DB 133 stored in the storage unit 13 of the management server 10 includes "customer ID", "name", "location information", "information ID", "reception information", and "attribute ( Information on items such as "1)" to "attribute (3)" and "confidentiality level" is stored for each customer. Among these, "customer ID" stores identification information that can uniquely identify the customer, "name" stores the customer's name, and "location information" stores the customer's address, etc.

Further, the "information ID" stores identification information that can uniquely identify the reception information, and the "reception information" stores the specific content of the reception information. "Attribute (1)" to "Attribute (3)" store information indicating attributes of reception information, and any attributes can be set. For example, it is possible to set attributes such as whether the information corresponds to personal information or whether the information corresponds to information that is safe to disclose. Also, for example, whether the information corresponds to information that can be shared by a group of multiple companies, such as trade secrets, whether the information corresponds to information that can be shared by each company that makes up the group, and whether it can be shared by each company department. You can set attributes such as whether the information corresponds to information that can be shared by each department team, and whether the information corresponds to shareable information by position. Note that in the example in Figure 10, only three attributes, "attribute (1)" to "attribute (3)", are listed as items, but m attributes (m is an integer value of 2 or more) are listed as items. Can be set.

Further, in the "confidentiality level", a value indicating the confidentiality level set for each reception information is stored. In the example of FIG. 10, a confidentiality level of "5" indicates the highest level of confidentiality, and a level of confidentiality of "1" indicates the lowest level of confidentiality. In this case, for example, highly confidential information such as personal information is set to a confidentiality level of "5", and less confidential information such as information that can be disclosed is set to a confidentiality level of "1". Ru.

For example, in the example shown in Figure 10, "Attribute (1)" is "Whether it corresponds to personal information" as an attribute of the reception information, and "Attribute (2)" is "For each company that makes up the group." It is assumed that "attribute (3)" is "whether the information corresponds to information that can be shared by position."

In this case, for example, two pieces of customer service information for a customer whose customer ID is "5001-000001" are stored, and both have a confidentiality level of "5". Among these, the first information (the top information) falls under personal information, but it is information that does not fall under the category of information that can be shared by each company that makes up the group or information that can be shared by each position. It shows that. In addition, the second information (second information from the top) falls under personal information and information that can be shared by each company that makes up the group, but it is not information that can be shared by each position. It is shown that.

Further, for example, three pieces of customer service information for a customer whose customer ID is "5001-000002" are stored, and the confidentiality levels are "4", "2", and "3" in order from the top. Among these, the first information (third information from the top) does not fall under personal information, but falls under the categories of information that can be shared by each company that makes up the group and information that can be shared by position. It shows that. Additionally, the second information (fourth information from the top) indicates that it does not fall under personal information, information that can be shared by each company that makes up the group, or information that can be shared by position. ing. Additionally, the third piece of information (fifth information from the top) does not fall under personal information or information that can be shared by each company that makes up the group, but falls under information that can be shared by position. It shows.

FIG. 11 is a diagram showing a specific example of information stored in the attendant DB 134 of the storage unit 13 of the management server 10.
As shown in FIG. 11, the responder DB 134 stored in the storage unit 13 of the management server 10 includes "responder ID", "name", "group name", "company name", and "department name (1)". ”, “Department Name (2)”, “Position”, and other items are stored for each responder. Among these, "responder ID" is the identification information that can uniquely identify the responder, "name" is the responder's name, and "group name" is the information of multiple companies including the company to which the responder belongs. "Company name" is the name of the company to which the person responding, "Department name (1)" and "Department name (2)" are the name of the department to which the person responding, "``Position'' stores the position of the responder.

For example, a responder whose responder ID is "1001-020101" (top) is a member of a company (company name "A Co., Ltd.") that is part of a group made up of multiple companies (group name "AAA Group"). ) is the ``section manager'' of the ``sales department'' of the ``sales department.'' Also, for example, a person who responds with the person ID "1001-020102" (second from the top) is assigned to the "Sales Department" where the person who responds with the person ID "1001-020101" is the "section manager." Section staff”.

Also, for example, a responder whose responder ID is "1001-020201" (third from the top), a responder whose responder ID is "1001-020101" (top), and a responder whose responder ID is " 1001-020102'' (second from the top) is the ``Section Manager'' of the ``Operations Department'' of the same company (company name ``A Corporation''). Also, for example, for a responder whose responder ID is "1001-020202" (fourth from the top), a responder whose responder ID is "1001-020201" (third from the top) serves as the "section manager." He is a ``member'' of the ``Business Division.''

Also, for example, a person who responds with the person ID "1002-030502" (fifth from the top) is a member of a group (group name "AAA Group") made up of multiple companies (company name "Stock Company"). He is a ``delivery person'' in charge of the ``□□ area'' of the ``collection and delivery department'' of company ``b''. Furthermore, for example, a responder whose responder ID is "1002-040503" (sixth from the top) is from the same company (company name) as a responder whose responder ID is "1002-030502" (fifth from the top). He is a ``delivery person'' in charge of the ``□□ area'' of the ``repair construction department'' of ``Co., Ltd. B''. Also, for example, a person who responds with the person ID "1003-000001" (seventh from the top) is a company (company name "c He is the ``president'' of a construction company.

FIGS. 12 and 13 are diagrams showing specific examples of user interfaces displayed on the responder terminal 30-2 operated by the responder who receives the support information. In the examples of FIGS. 12 and 13, it is assumed that attribute information of a building existing at the customer's location is registered as the reception information.
When a responder who wishes to receive support information starts up the application software installed in advance on the responder terminal 30-2 and performs a predetermined login operation, a map is displayed on the user interface.

When the attendant performs an operation to specify the location of the customer to be visited, support information is displayed on the map. Specifically, for example, a symbol C as shown in FIG. 12 is displayed on the map. The symbol C has a different shape depending on the type of support information. For example, as in the example shown in FIG. , pin shape).

Here, when the receptionist performs an operation to select symbol C on the map, a user interface as shown in FIG. 13, for example, is displayed. As support information, a column for "building attribute display" and a column for "building attribute content" are arranged on the user interface. Among these, in the "Building Attribute Display" column, a button B1 labeled "Attribute Information Switch" is displayed below the "Building Attribute Information Display Method". By pressing button B1, the responder can switch support information (building attribute information) for each of multiple buildings (for example, office building, factory, warehouse, etc.) that exist within the area of symbol C. It can be displayed.

Further, support information for each building (building attribute information) is displayed in the "Building Attribute Contents" column. As an example, FIG. 13 shows that the area indicated by symbol C is a "no-parking area" together with a "related image." By checking such support information, the responder can take measures such as checking the parking lot in advance or refraining from using a car.

The support information displayed on the user interface is generated based on the location information and response information for each customer specified as a visit destination, the sensitivity level set for each response information, map data, and response person attribute information. This is the information given. Therefore, the support information (building attribute information) shown in FIG. It can be displayed in the user interface or it can be hidden. Additionally, depending on the confidentiality of the reception information and the attribute information of the receptionist, it is possible to prevent symbol C itself from being displayed on the map, or to make it impossible to select symbol C even if it is displayed on the map. You can also do that.

For example, there are three companies (for example, "Co., Ltd. a", "Co., Ltd. Response information that can be shared only by responders belonging to a company (for example, "Co., Ltd. a" in Figure 11) may be shared by those belonging to other companies (for example, "Co., Ltd. b" and "C construction company" in Figure 11). It is possible to prevent the responder from receiving support information. Also, for example, among the responders belonging to the same company (for example, "Co., Ltd. a" in Figure 11), only those whose title is section manager or higher (for example, the responder whose "title" is "section manager" in Figure 11) are Regarding response information that can be shared, it is possible to prevent responders whose title is lower than section manager (for example, responders whose "title" is "section member" in FIG. 11) from receiving support information. .

Although this embodiment has been described above, the present invention is not limited to this embodiment described above. Furthermore, the effects of the present invention are not limited to those described in the present embodiment described above. For example, the configuration of the information processing system 1 shown in FIG. 1 and the hardware configuration of the management server 10 shown in FIG. 2 are merely examples for achieving the object of the present invention, and are not particularly limited.

Furthermore, the functional configuration of the management server 10 shown in FIG. 3, the functional configuration of the customer terminal 30 shown in FIG. 4, and the functional configuration of the customer management terminal 40 shown in FIG. 5 are merely examples, and are not particularly limited. It is sufficient that the information processing system 1 in FIG. 1 has a function that can execute the above-mentioned process as a whole, and what kind of functional configuration is used to realize this function is shown in FIGS. 3, 4, and 4. The present invention is not limited to the example of 5.

In addition, the order of steps in the processing of the management server 10 shown in FIG. 6, the order of steps in the processing of each of the attendant terminals 30-1 and 30-2 shown in FIGS. The order of the processing steps of the management terminal 40 is also merely an example, and is not particularly limited. The processing is not limited to being performed chronologically according to the illustrated order of steps, but may not necessarily be performed chronologically, but may be performed in parallel or individually. Moreover, the specific examples shown in FIGS. 10 to 13 are also only examples, and are not particularly limited.

DESCRIPTION OF SYMBOLS 1... Information processing system, 10... Service person terminal, 11... Control unit, 30... Management server, 90... Network, 101... Location information acquisition unit, 102... Map data acquisition unit, 103... Service information acquisition unit, 104... Machine Density setting section, 105... Attendee attribute information acquisition section, 106... Support information generation section, 107... Specification information acquisition section, 108... Transmission control section, 301... Information acquisition section, 302... Display control section, 303... Input operation reception 304...Transmission control unit, 401...Respondent attribute information management unit, 402...Display control unit, 403...Input operation reception unit, 404...Transmission control unit

Claims (11)

location information acquisition means for acquiring location information indicating the location of the customer;
reception information acquisition means for acquiring reception information regarding the track record of customer reception;
a setting means for setting a degree of confidentiality for each reception information according to an attribute of the acquired reception information;
Based on the obtained location information and the reception information, the degree of confidentiality set for each reception information, and map data, to support a receptionist who visits the customer's location and provides assistance. a generation means for generating support information;
characterized by having
Information processing device. further comprising a responder attribute information acquisition means for acquiring responder attribute information regarding the attributes of the responder,
The generation means generates the support information based on the location information, the response information, the degree of confidentiality, the map data, and the response person attribute information.
The information processing device according to claim 1. The responder attribute information acquisition means acquires, as the responder attribute information, information regarding the organization to which the responder belongs and information regarding the position of the responder,
The generation means includes the location information, the response information, the degree of confidentiality, the map data, and the organization to which the responder belongs, which is specified by the responder attribute information, and the job title of the responder; generating the support information based on the degree of secrecy;
The information processing device according to claim 2. The setting means sets, as attributes of the response information, information that can be shared by a group of multiple companies, information that can be shared by each company that makes up the group, information that can be shared by each department of the company, and information that can be shared by each department of the company. The degree of confidentiality is set depending on whether the information is shareable for each team or for each position,
The information processing device according to claim 1. The setting means sets the degree of confidentiality to be lower as the scale of the organization that can share the reception information increases, and sets the degree of confidentiality to be higher as the rank of the position that can share the reception information increases. Characterized by
The information processing device according to claim 4. an input receiving means for accepting an operation for inputting location information indicating the location of the customer and response information regarding the record of response to the customer;
a transmission control unit that controls transmitting the input location information and reception information to another information processing device;
The other information processing device sets a degree of confidentiality for each piece of reception information according to the attributes of the reception information, and based on the degree of confidentiality, the location information, and the reception information, the customer's When support information for supporting a responder visiting a location is generated, an acquisition means for acquiring the support information;
a display control means that performs control to display the acquired support information and map data in association with each other;
characterized by having
Information processing device. The display control means is characterized in that it performs control to display the support information including at least the reception information of the customer in a superimposed manner on the customer's location in the map data.
The information processing device according to claim 6. The input accepting means further accepts an input operation for specifying the location of the customer in the map data,
The display control means is characterized in that it performs control to superimpose and display the support information, which includes at least the reception information of the customer, on the customer's location in the map data specified by the input operation. ,
The information processing device according to claim 7. The display control means is characterized in that it performs control to display the support information generated according to the degree of confidentiality of the reception information and the attribute of the receptionist who performed the input operation.
The information processing device according to claim 8. an input receiving means for accepting an operation for inputting location information indicating the location of the customer and response information regarding the record of response to the customer;
Setting means for setting a degree of confidentiality for each reception information according to an attribute of the input reception information;
Based on the input location information and reception information, the degree of confidentiality set for each reception information, and map data, to support a receptionist who visits the customer's location and provides assistance. a generation means for generating support information;
a display control means for controlling display of the generated support information and map data in association with each other;
characterized by having
Information processing system. to the computer,
A function to obtain location information indicating the customer's location,
a function of acquiring response information regarding the track record of response to the customer;
a function of setting a degree of confidentiality for each reception information according to an attribute of the acquired reception information;
Based on the obtained location information and the reception information, the degree of confidentiality set for each reception information, and map data, to support a receptionist who visits the customer's location and provides assistance. A function to generate support information,
A program to make this happen.