JP3976500B2 - Reception support system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention also relates to the manufacturing system, accepted business support systems that are used in various accepted business of companies such as mail order system.
[0002]
[Prior art]
In general, companies such as manufacturing and mail-order sales companies have a reception consultation service department to receive various inquiries about product information and complaints about products from customers. This reception consultation service is mainly focused on consultation and complaints about the products handled, so when the operator in charge receives a product inquiry or complaint, it promptly searches for the target product and makes an appropriate response to the inquiry or complaint. An answer must be presented.
[0003]
Therefore, each company organizes a product group to be provided to the market from its own company, and when there is an inquiry (including complaints, the same applies hereinafter), a system that allows the target product to be easily selected from those product groups. I'm taking it.
[0004]
Conventionally, there are several methods for organizing and selecting a product group as follows.
[0005]
One of them is a method of hierarchically organizing a group of products handled by the company in advance and specifying a target product while sequentially tracing down the menu display.
[0006]
The other is a method in which target products are sequentially input directly from the keyboard, and various pieces of information about the product, for example, xx food, are branched. The image, characteristics, and ingredient table related to products are linked in a vertical relationship. When a specific product is selected, a specific product is searched from all the product groups, and thereafter, target information is specified by sequentially tracing in the lower direction according to the inquiry or complaint content.
[0007]
In addition, the contents of the proposals that are expected to be inquired by the customer are listed in advance, and when there is an inquiry from the customer, after the reply work for the inquiry / complaint is completed, the customer's voice that is the inquiry content is A method is adopted in which a blank area corresponding to the same or similar offer contents in the list is directly entered with a keyboard and saved.
[0008]
[Problems to be solved by the invention]
By the way, in the above product group arrangement / selection method, all products handled in the company are managed in a hierarchical (tree) structure or a list format. Has to be traced from a list of all products, which is time consuming and laborious.
[0009]
In addition, for conventional product analysis, the number of inquiries is counted in a predetermined period, for example, weekly or monthly, and is often used as a material for studying the product. Since it is impossible to grasp the transition and advertising effects, it is difficult to perform accurate product evaluation.
[0010]
In recent years, CS (Customer Service) has been improved, and the voice of consumers is recorded as much as possible. Based on this recorded information, it is moving in the direction to use for the development and improvement of the next product. . However, due to differences in the skill of the operator and how to grasp the offer contents, there is no uniformity in how the records are organized, and there is a problem that it takes a very long time to perform the necessary analysis.
[0011]
The present invention has been made in view of the above circumstances, and it is an object of the present invention to provide a reception work support system that quickly selects a product to be queried and retrieves product information of the product.
[0014]
[Means for Solving the Problems]
(1) In order to solve the above-described problem, the present invention receives at least one communication terminal for receiving an inquiry about a product from the user in a reception work support system that receives an inquiry about a product from a user and selects the product. Based on the advertising medium of the product specified from these communication terminals, with a business support device that takes out the corresponding product and displays on the communication terminal,
This business support apparatus refers to a database that stores at least data including a product name, an advertisement date, and an advertisement medium for each product, and creates and stores master data in which product identification codes are periodically added to the data. Based on the data storage means, and the advertisement medium of the product designated by the communication terminal responding to the inquiry, the advertisement medium display means for displaying a list of all advertisement media stored in the master data storage means on the corresponding communication terminal, A product that, when an arbitrary advertising medium is selected from all the advertising media displayed by the display means, extracts at least one product candidate related to the selected advertising medium from the master data storage means and displays it on the communication terminal For candidate display means and product candidates displayed by this display means, Serial advertising day to sort process based on a configuration in which the sorting means to be displayed on the communication terminal so as to be positioned on top of the more recent information on the latest advertising medium busy offer query.
[0015]
With this configuration, if there is an advertisement medium instruction regarding a product inquiry from the communication terminal, only the product related to the advertisement medium is taken out from the master data storage means and displayed on the terminal. It is possible to quickly grasp at what time the product is advertised. In addition, since the sorting process is performed based on the date of advertisement, the product to be queried can be quickly extracted from a large number of products, and the latest information on the product can be extracted more quickly.
[0016]
According to another invention, at least one communication terminal that accepts an inquiry about a product from the user, and a business support for taking out the corresponding product and displaying it on the communication terminal based on an advertisement medium for the product designated by the communication terminal With the device,
This business support apparatus refers to a database that stores at least data including a product name, an advertisement date, and an advertisement medium for each product, and creates and stores master data in which product identification codes are periodically added to the data. Data storage means, product information storage means for storing product information of each product in response to the inquiry in advance, and all of the products stored in the master data storage means based on the advertising medium of the product designated by the communication terminal responding to the inquiry When an advertisement medium display means for displaying a list of advertisement media on the communication terminal and any advertisement medium selected from all advertisement media displayed by the display means is selected from the master data storage means to the selected advertisement medium. At least one related product candidate is extracted and displayed on the communication terminal And elegance candidate display means, with respect to product candidates displayed by the product candidate display means, performs the publicity date sorting based on the new information on the latest advertising medium with many offers of queries to be located at the top If any product is selected from the sort processing means displayed on the communication terminal and the product candidate of the sorting result displayed by the sort processing means, the product quality including the corresponding response content from the product information storage means It is a reception work support system provided with product information display means for displaying product information such as components and product image images on the communication terminal.
[0017]
Since the present invention is configured as described above, in addition to the same effect as the item (1), the corresponding product is selected from the displayed products, and product information is displayed on the terminal. It is possible to quickly grasp the product information of the corresponding product and promptly present an appropriate answer to the user .
[0020]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[0021]
(First embodiment)
FIG. 1 is a block diagram showing an embodiment of a reception work support system according to the present invention.
[0022]
This reception work support system includes an inquiry device (telephone) 2 mounted on a handset possessed by an inquiry, complaint (hereinafter referred to as inquiry) person 1 who is a user such as a consumer, a customer, and the inquiry network 2 from the inquiry network 2 3 is connected to the private branch exchange (PBX) 4 that provides various exchange supplementary services related to telephone home devices, and receives a telephone number as an inquiry destination output from the inquiry device side and performs terminal distribution control. A CTI (Computer Telephony Integration) device 5 to be implemented, a plurality of communication terminals 6a and 6b as clients serving as distribution control destinations, and a reception work support device 7 are configured.
[0023]
The inquiry device 2 is directly connected to the telephone network 3 as shown in the figure. For example, in the case of an inquiry device handled by a company or the like, the inquiry device 2 is connected to the telephone network 3 via a private branch exchange (not shown). In addition, the inquiry device 2 may be a personal computer with an inquiry device.
[0024]
The CTI device 5 has a role of a computer server on the data network and an interface function between the communication terminals 6a and 6b and the private branch exchange 4, and receives the inquiry telephone number output from the inquiry device 2. The terminal distribution control to the plurality of communication terminals 6a and 6b is performed, and a communication circuit between the inquiry device 2 and the required communication terminal 6a is formed. When the communication terminals 6a and 6b are assigned by individual lines, the CTI device 5 is not necessary.
[0025]
The communication terminals 6a, 6b,... Input the inquiry information sent from the inquiry device 2 to the reception work support apparatus 7, and receive an appropriate answer from the work support processing section 9 described later on the reception work support apparatus 7. Has function.
[0026]
The reception work support device 7 selects a target product while performing a narrowing selection using an advertising medium on the basis of instructions from the communication terminals 6a, 6b,... Specifically, an input / output port 8a, 8b corresponding to each communication terminal 6a, 6b,... And a business support processing unit 9 that performs a reception business support process constituted by a CPU are provided.
[0027]
The reception work support device 7 is provided in a state independent from the communication terminals 6a and 6b as shown in the figure, but as another example, each communication terminal 6a and 6b itself has a separate work support processing unit. 9 may be provided. Therefore, in this case, the functions of the reception work support apparatus 7 are built in the communication terminals 6a and 6b. However, if the communication terminals 6a and 6b are individually provided, the cost is increased, the version needs to be individually upgraded, and the load on the communication terminals 6a and 6b may be increased.
[0028]
The reception work support apparatus 7 includes an advertising department database 11 necessary for creating a master data file of a product to be queried, and an NM (knowledge management: hereinafter referred to as knowledge management) for accumulating knowledge for data processing / analysis. The database 12 and the analysis processing database 13 are connected. This advertising department database 11 is created and stored by a personal computer 14 owned by the advertising department, for example, and has, for example, a product name, an advertising date, an advertising medium, and other various field configurations as shown in FIG. The knowledge database 12 is not particularly relevant in the present embodiment, so it is omitted here and will be described in detail in the corresponding embodiment. In the analysis processing database 13, a master data file 13 a is created using the data of the advertising department database 11, and an acceptance data file 13 b is created using the acceptance data, and product information for storing various information relating to the product. A file 13c is provided.
[0029]
The job support unit 9 functionally includes conductive Minamotoritsu or delete unwanted data when raised, other initialization process for setting the required data, communication terminal 6a, specifying which of the advertising medium from 6b Communication medium determining means 9A for determining whether or not a communication medium is determined, and candidate selection processing means 9B for narrowing down by sequentially selecting candidates for the advertisement medium when the determination means 9A determines that the medium is a specific advertising medium, and communication Sorting display means 9C for sequentially executing sort processing and displaying on the display unit of the communication terminals 6a and 6b using the advertisement date or release date input from the terminals 6a and 6b as key data, and display by this display means 9C It has been selected the inquiry products from the products based on the relevant advertising media, the relevant product information from the product information file 13c Product information display means 9D to be displayed out is provided.
[0030]
Next, the operation of the system as described above will be described with reference to FIGS.
[0031]
First, the business support processing unit 9 uses an appropriate time zone based on product advertisement information held in the advertisement department database 11 in the advertisement department shown in FIG. A master data file 13a is created above. The master data file 13a is created, for example, according to the order held in the advertising department database 11 with a product code added for each product name that is the first field.
[0032]
In the above-described state, the work support processing unit 9 of the reception work support apparatus 7 performs initialization processing to erase unnecessary data or set necessary data when the power is turned on as shown in FIG. After that (S1), the advertisement medium determination means 9A is executed.
[0033]
By the way, when receiving an inquiry from the consumer inquiry device 2 through the communication terminal 6a, for example, the reception desk operator confirms the advertisement medium of the inquired product to the consumer and displays the menu of the advertisement medium. Will be input.
[0034]
Therefore, the advertisement medium determination means 9A determines whether or not there is an instruction to display the advertisement medium from the communication terminal 6a (S2). If there is an instruction to display, the advertisement medium determination means 9A all from the master data file 13a and other medium-dedicated files (not shown). The necessary data including the advertising medium is taken out and all the advertising media as shown in FIG. 2 (a) are displayed on the display unit of the communication terminal 6a as a menu (S3), and it is determined which advertising media is selected and designated. (S4).
[0035]
Subsequently, the business support processing unit 9 executes candidate selection processing means 9B.
[0036]
The candidate selection processing means 9B narrows down by selecting candidates of the corresponding advertisement medium sequentially from the master data file 13a based on the advertisement medium designated in step S4, and temporarily stores it in the data buffer 16 or the like. All advertisement medium candidates are selected (S5, S6).
[0037]
Thereafter, the business support processing unit 9 executes the sort processing display means 9C.
[0038]
This sort processing display means 9C determines that there is a key input in step S7 when key data having the date of promotion or release date as a key is input from the communication terminal 6a. Based on the list of inserted products, sort processing is performed in descending order using the advertisement date or release date as the key data as a key (S8), and the display unit of the communication terminal 6a as shown in FIG. By displaying the screen (S9), newer information is displayed at the top level. The reason is that there are many cases where inquiries and complaints are made based on the latest information.
[0039]
Further, the business support processing unit 9 executes product information display means 9D. The product information display means 9D needs to answer the product information of the target product according to the inquiry content based on the sorting result displayed on the display unit of the communication terminal 6a. Determination is made (S10), and if selected, the product information of the selected product is extracted from the product information file 13c and displayed on the display unit of the communication terminal 6a (S11, see (c) in FIG. 2). If the process is not completed after the display of the product information, the process returns to step S2 to enter a standby state for the next inquiry.
[0040]
Therefore, according to the embodiment as described above, after the product list is narrowed down from the advertising medium, the sorting process is performed and displayed, so that the inquiry target product can be quickly extracted from a large number of manufactured products. In addition, by specifying the product to be queried, for example, product information such as an image of the product, answer contents, composition table, etc. is extracted from the product information file 13c and displayed, so the operator can promptly provide accurate answer information. It can be obtained. In addition, it is only necessary to perform operations such as menu selection of advertising media, key input, etc., and required product information can be found by a very simple operation.
[0041]
(Second Embodiment)
FIG. 4 is a diagram for explaining an embodiment of a data processing / analysis apparatus according to the present invention.
[0042]
This embodiment has substantially the same configuration as that in FIG. 1, and is particularly different from the reception work support device 7 shown in FIG. 1 in that a data processing / analysis device 21 for processing the data in the reception data file 13b is provided. There is. The data processing / analysis device 21 is provided with a data processing unit 22 for creating an analysis data file 13d for inquiry and the like for product evaluation from data stored in the received data file 13. Therefore, since the other configuration is exactly the same as that of FIG. 1, the same parts are denoted by the same reference numerals, and detailed description thereof is omitted.
[0043]
Generally, as described in the first embodiment, when an operator receives an inquiry, the operator inputs an inquiry target product. Therefore, the reception number, the reception date, and the product automatically added to the reception data file 13b. The name is written (see the upper part of FIG. 5).
[0044]
Then, the consumer responds to the inquiry. After the answer is completed, the operator reads out the received data file 13b and displays it on the communication terminal 6a, and the type, systematized offer contents, live voice and other necessary The reception data file 13b is created by sequentially writing various contents.
[0045]
In the state as described above, the data processing unit 22 uses an appropriate time zone such as after the end of acceptance of the inquiry, for example, and the operator or a predetermined analyst creates the inquiry etc. analysis data file 13d (FIG. 5). See below).
[0046]
The operator or analyst calculates the number of days elapsed from the advertisement date and the reception date based on the promotion date of the target product stored in the reception data file 13b, and counts for each type of each product name. Are compiled and stored, and an analysis data file 13d such as an inquiry is created.
[0047]
Therefore, according to the embodiment as described above, the operator or the analyst determines the influence of the advertising effect on each product by viewing the status of each target product type from the number of days elapsed from the advertising date, starting from the advertising date. Can be easily grasped, and it is possible to easily judge what kind of evaluation the product has received from the aggregated result, and correct product evaluation can be made.
[0048]
Note that a new analysis data file 13d such as an inquiry has been created using the data processing unit 22, but the content of the analysis results requires long-term data collection, and past results are also very important. Alternatively, a new database of analysis results may be separately prepared, and an analysis data file 13d such as an inquiry may be created in the database.
[0049]
Next, an embodiment of a data processing analysis apparatus using the reception work support system will be described with reference to FIG.
[0050]
This embodiment has a configuration substantially similar to that of FIG. 1 as a whole, and in particular, the data processing / analysis apparatus has a configuration similar to that of FIG. The data processing unit 22 constituted by the CPU shown in FIG. 4 is a product that can grasp the evaluation transition for each attribute of the product from the “consumer voice of the customer and customer” stored in the reception data file 13b. An attribute analysis data file 13e is created. Therefore, the other configurations are exactly the same as those in FIGS. 1 and 4, so the same parts are denoted by the same reference numerals and detailed description thereof is omitted.
[0051]
As the reception data file 13b, as shown in the upper part of FIG. 6, when the reception contents based on the inquiry are input from the communication terminals 6a and 6b, in addition to the reception number automatically assigned, the reception date, Information such as product date, promotional date or release date, type of inquiry / complaint, product design, capacity, color and other attribute contents (offered contents), customer's raw voice, etc. Is recorded.
[0052]
On the other hand, the knowledge database 12 includes terms that are predicted as product evaluation keywords, such as product evaluation terms such as bad, good, polite, accurate, and slow, and positive and negative evaluation values corresponding to these evaluation terms. Data is stored. The evaluation value data may be a numerical value instead of plus or minus, or may be a weight value corresponding to the quality / motivation level based on past experience in advance.
[0053]
Further, as the product attribute analysis data file 13e, positive and negative evaluation value data is stored in advance for each offer content that is a product attribute.
[0054]
In the above state, the data processing unit 22 uses the attribute determination means for determining the presence / absence of the offer content and the offer content for each product from the stored data of the reception data file 13b, and the offer content obtained by the determination result as a customer. Evaluation judgment means for taking in raw information and checking whether there is a match with the product evaluation term in the knowledge database 12, and if there is, evaluation judgment means for finding evaluation value data corresponding to the relevant evaluation term, and this evaluation judgment means There is provided an aggregation processing means for determining that the evaluation value data determined in step 1 is equivalent to the corresponding attribute and evaluation value of the product attribute analysis data file 13e and totaling.
[0055]
Next, the operation of the data processing unit 22 of the data processing analyzer 21 will be described with reference to FIG.
[0056]
First, the data processing unit 22 executes attribute determination means. This attribute determination means sets i = 1 (acceptance number 1 of the acceptance data file) in a counter (not shown) (S21), and then, regarding this product A, whether the proposal content expected in advance by the product is, for example, design , Capacity, color,... (S22 to S24).
[0057]
Thereafter, the data processing unit 22 executes evaluation determination means. When the evaluation judging means grasps one offer content by the attribute judging means, whether the evaluation term of the knowledge database 12 exists in the raw voice of the customer corresponding to the offer content, that is, whether there is a keyword or not. Is determined (S26), and positive or negative evaluation value data is found from the keyword.
[0058]
Subsequently, the data processing unit 22 executes a totalization processing unit. When the evaluation value is positive, this aggregation processing means increments +1 in the aggregation area corresponding to the corresponding offer content and the positive evaluation in the product attribute analysis data file 13e (S27), and applicable when the evaluation value is negative. +1 is incremented to the total area corresponding to the offer content and negative evaluation (S28). If all the reception numbers have not been processed yet, the counter is incremented by +1 and the next reception number is similarly processed repeatedly.
[0059]
Therefore, according to the embodiment as described above, a consumer's voice is taken out from the stored data of the registered reception data file 13b, and this evaluation voice is used as an evaluation term stored in the knowledge database 12. Since the evaluation value data is aggregated when it corresponds, it is possible to analyze the positive evaluation and the negative evaluation for each attribute of each product, and it is easy to grasp which of the products has a quality problem from the aggregation result.
[0060]
Note that the present invention is not limited to the above-described embodiment, and various modifications can be made without departing from the scope of the invention. For example, statistical methods other than multiple regression analysis may be used as a method for learning the comfort index.
[0061]
In addition, the embodiments can be implemented in combination as much as possible, and in that case, the effect of the combination can be obtained. Further, each of the above embodiments includes various higher-level and lower-level inventions, and various inventions can be extracted by appropriately combining a plurality of disclosed constituent elements. For example, when an invention is extracted because some constituent elements can be omitted from all the constituent elements described in the means for solving the problem, the omitted part is used when the extracted invention is implemented. Is appropriately supplemented by well-known conventional techniques.
[0062]
【The invention's effect】
As described above, according to the present invention, since the product is sorted and displayed for each product name and date based on the advertising medium, it is possible to quickly retrieve the product to be inquired and to respond to the inquiry content of the product. It is possible to provide a reception work support system that can quickly retrieve product information and present an appropriate answer to the inquirer.
[Brief description of the drawings]
FIG. 1 is a configuration diagram showing an embodiment of a reception work support system according to the present invention.
FIG. 2 is an explanatory diagram for automatically selecting an inquiry product and obtaining product information based on an advertising medium stored in an advertising department database.
FIG. 3 is a flowchart for explaining the operation of the reception work support apparatus shown in FIG. 1;
FIG. 4 is a configuration diagram showing an embodiment of a data processing / analysis apparatus using a reception work support system according to the present invention.
FIG. 5 is a data processing explanatory diagram for calculating the elapsed days from the date of advertisement from the data in the received data file and analyzing the transition of product evaluation.
FIG. 6 is an explanatory diagram of data processing for explaining another embodiment of the data processing analysis apparatus using the reception work support system according to the present invention.
7 is a flowchart for explaining a series of processing operations in the apparatus shown in FIG.
[Explanation of symbols]
2 ... Inquiry equipment (telephone)
6a, 6b ... Communication terminal 7 ... Acceptance work support device 9 ... Work support processing unit 11 ... Advertising department database 12 ... Knowledge database 13 ... Analysis processing database 13a ... Master data file 13b ... Acceptance data file 13c ... Product information file 21 ... Data processing / analysis device 22 ... Data processing / processing section

Claims (2)

In the reception support system that accepts inquiries about products from users and selects the products,
At least one communication terminal for receiving an inquiry about the product from the user;
Based on the advertising medium of the product specified from these communication terminals, with a business support device that takes out the corresponding product and displays on the communication terminal,
This business support device
Master data storage means for referring to a database that stores data consisting of at least a product name, a promotion date, and a promotion medium for each product, and creating and storing master data in which a product identification code is periodically added to the data;
Based on the advertising medium of the product specified from the communication terminal in response to said inquiry, and advertising media display means for displaying a list of all the advertising medium to be stored in the master data storage unit to the relevant communication terminal,
When an arbitrary advertisement medium is selected from all advertisement media displayed by the display means, at least one product candidate related to the selected advertisement medium is extracted from the master data storage means and displayed on the communication terminal. Product candidate display means;
The product candidates displayed by this display means are sorted on the basis of the date of advertisement , and newer information on the latest advertisement medium with many inquiries is displayed on the communication terminal so as to be positioned at the top. A reception work support system comprising a sort processing means. In the reception support system that accepts inquiries about products from users and selects the products,
At least one communication terminal for receiving an inquiry about the product from the user;
Based on the advertising medium of the product specified from these communication terminals, with a business support device that takes out the corresponding product and displays on the communication terminal,
This business support device
Master data storage means for referring to a database that stores data consisting of at least a product name, a promotion date, and a promotion medium for each product, and creating and storing master data in which a product identification code is periodically added to the data;
Product information storage means for storing product information of each product in response to an inquiry in advance;
An advertisement medium display means for displaying a list of all advertisement media stored in the master data storage means on the communication terminal based on the advertisement medium of the product designated by the communication terminal responding to the inquiry ;
When an arbitrary advertisement medium is selected from all advertisement media displayed by the display means, at least one product candidate related to the selected advertisement medium is extracted from the master data storage means and displayed on the communication terminal. Product candidate display means;
The product candidates displayed by the product candidate display means are sorted on the basis of the date of advertisement, and new information on the latest advertising medium with many inquiries is displayed on the communication terminal so as to be positioned at the top. Sorting processing means to
When an arbitrary product is selected from the sorted product candidates displayed by the sort processing means, the product information such as product quality / components and product image images including the corresponding response contents is sent from the product information storage means to the communication. A reception work support system comprising product information display means for displaying on a terminal.

Images