JP4707524B2 - Customer-specific inquiry support system - Google Patents

Description

  The present invention relates to a customer-specific inquiry support system that supports a response to an inquiry for each customer by using menu information on a predetermined web screen viewed from a terminal held by the customer.

  In recent years, with the demand for various types of information communication devices, the collection of information using these information communication devices has increased rapidly. In particular, the spread of mobile phones is remarkable, and the opportunity to browse necessary information via a web screen displayed on the mobile phone is increasing due to the convenience of being always carried.

  On the other hand, the mobile phone has some restrictions on the screen size, and it has not always been possible to obtain information conveniently from the viewpoint of easy viewing and understanding of characters and images. That is, there is a limit to obtaining necessary information from content displayed on a mobile phone, and there are still many problems. In addition, web screens for special industries have problems such as industry terminology and terminology uniformity. Further, in view of the characteristics of the mobile phone, it is possible to make an inquiry to the operator easily by dialing the customer center, for example, by switching the screen. For this reason, when browsing information from a mobile phone, there is a high probability that inquiries will be made by customers through the mobile phone, and the burden on the side actually responding to the inquiries was large.

  Further, when making an inquiry, for example, the user side (for example, a customer) will explain the screen and the contents of the inquiry that have been browsed from the beginning, while the side receiving the inquiry (for example, an operator) In addition, since it is impossible to grasp what screen the user has inquired about, there is a problem that both sides need time and effort and cannot respond quickly.

  In addition, as a technique for improving the correspondence with customers and the like, for example, a voice call / data display cooperation system (see Patent Document 1) and a reception service proxy support system (see Patent Document 2) have been proposed. However, since these technologies are based on the premise of communication between the customer and the operator, for example, the inquiry information of the customer or the like cannot be automatically estimated and grasped to some extent in advance.

JP 2001-275160 A JP 2002-009953 A

  In view of such circumstances, it is an object of the present invention to provide a customer-specific inquiry response support system that can quickly and reliably grasp the contents of an inquiry from a customer and efficiently respond to an inquiry for each customer. And

The first aspect of the present invention that solves the above problem is a customer-specific inquiry that supports the response to an inquiry for each customer by utilizing menu information of a predetermined web screen on the management center side viewed from a terminal held by the customer a support system, and acquires from the terminal side by the communication between the screen transition information is a transition pattern of the customer identification information and web screen that each customer has used for identifying each customer and the management center said terminal said Customer information acquisition means on the management center side, customer information database for storing customer information including the customer identification information acquired by the customer information acquisition means, and inquiry contents assumed for each transition pattern of the web screen are stored in advance. transition pattern management database are, stores the transition pattern of the web screen the customer information acquisition unit acquires as the screen transition information Questions can be assumed on the screen transition information database and the screen transition pattern by which physical and said management center side management database containing Q & A database that manages and stores the answers, the customer identification information and screen the customer information acquisition unit acquires Corresponding to the transition pattern read from the screen transition information database for the association means for associating the transition information for each customer and the pair of customer identification information and screen transition information for each customer associated by the association means A query content assumption means for reading out and responding to the inquiry content from the transition pattern management database and displaying the response corresponding to the inquiry content from the Q & A database In the inquiry support system.

In the first aspect, referring to a management database in which various types of information necessary for dealing with each customer are managed, an inquiry content corresponding to each customer is assumed in advance from the screen transition pattern included in the screen transition information. . As a result, it is possible to automatically infer the contents of the inquiry in advance, so that it is possible to quickly and surely grasp the contents of the inquiry from the customer and efficiently deal with the inquiry for each customer.
Further, based on the screen transition information, a question that can be assumed and its answer are adjusted based on past inquiry results or actual inquiry contents. Thereby, for example, it is possible to efficiently respond to inquiries for each customer while adjusting answers in the order of the frequency and frequency of the past inquiries, priority, and probability.

According to a second aspect of the present invention, in the customer-specific inquiry response support system according to the first aspect, the predetermined information is that screen information is provided from a web server that provides the menu information to a customer terminal. At the same time, it is an application that extracts the screen transition log of the terminal, and the association means transmits the application to the terminal and extracts the screen transition log corresponding to the customer, so that the customer information acquisition means A customer-specific inquiry response support system is characterized in that a screen transition log corresponding to customer identification information is simultaneously acquired at the time of an inquiry from a terminal.

In the second aspect, the application for extracting the screen transition log of the terminal is transmitted to the terminal and the screen transition log corresponding to the customer is extracted, so that it corresponds to the customer identification information at the time of inquiry from the customer terminal. Screen transition log is acquired at the same time. As a result, the screen transition log can be sent at the same time as the phone number, for example, when the terminal is a mobile phone and the inquiry is dialed. It is possible to respond efficiently to this.

According to a third aspect of the present invention, in the customer-specific inquiry support support system according to the first aspect, when the customer makes an inquiry accompanying input of an identification number of a terminal as the customer identification information, the association means The web server that provides the menu information associates a unique number that manages the state of screen transition for a specific terminal as an identification number of the terminal, and the customer information acquisition means makes an inquiry based on the identification number This is a customer-specific inquiry support system characterized by acquiring screen transition information of a customer who has made an inquiry.

In the third aspect, when a customer makes an inquiry accompanying the input of a terminal identification number as customer identification information, the web server that provides menu information manages the screen transition state for a specific terminal. The number is associated as the terminal identification number, and the screen transition information of the customer who has made an inquiry based on the identification number is acquired. Thus, for example, when the identification number is a telephone number of a mobile phone, the mobile phone having the telephone number is associated with the unique number managing the screen transition state of the mobile phone and the telephone number. Since the screen transition information can be reliably acquired, it is possible to quickly and surely grasp the contents of the inquiry from the customer and efficiently respond to the inquiry for each customer.

According to a fourth aspect of the present invention, in the customer-specific inquiry support support system according to the first aspect, the associating means includes a unique number assigned in advance for each terminal and an identification number for identifying the terminal. The customer information acquisition means acquires a screen transition information of the customer by specifying a unique number from the identification number of the terminal when inquired from the terminal of the customer. This is a customer-specific inquiry support system characterized by

In such a fourth aspect, by registering a user with a unique number uniquely assigned to each terminal in advance and an identification number for identifying the terminal, when a customer terminal makes an inquiry, The screen transition information of the customer who has inquired by identifying the unique number from the terminal identification number is acquired. Thus, for example, the identification number is the phone number of the mobile phone, and the phone number and the unique number for managing the mobile phone are registered in advance. Therefore, it is possible to quickly and surely grasp the contents of the inquiry from the customer and efficiently deal with the inquiry for each customer.

According to a fifth aspect of the present invention, in the customer-specific inquiry support system according to any one of the first to fourth aspects, the customer terminal is a mobile phone, and is necessary for an inquiry from the customer terminal. The customer identification information or the identification number is a telephone number of the mobile phone, and the customer-specific inquiry support system is provided.

In the fifth aspect, the customer identification information or identification number required at the time of inquiry from the customer terminal is the telephone number of the mobile phone. As a result, it is possible to quickly and surely grasp the contents of inquiries from customers for the menu information on the web screen provided by the mobile phone by using the telephone number, and efficiently respond to inquiries from each customer. It becomes.

According to a sixth aspect of the present invention, in the customer-specific inquiry support system according to the first aspect, a unique number of a terminal for determining screen transition information of the terminal is registered in advance in a web server that provides the menu information. If the association means, the inquiry reference number corresponding to the unique number is issued before the inquiry from the customer terminal, and the inquiry reference number is associated with the screen transition information for each customer, The customer information acquisition means is in a customer-specific inquiry response support system that acquires screen transition information from an inquiry reference number corresponding to a unique number when an inquiry is made from the customer.

In the sixth aspect, when the terminal unique number for determining the screen transition information of the terminal is registered in advance in the web server that provides the menu information, the inquiry corresponding to the unique number is made before the inquiry from the customer terminal. By issuing a reference number and associating the inquiry reference number with the screen transition information for each customer, the screen transition information is obtained from the inquiry reference number corresponding to the unique number when the customer makes an inquiry. Is done. As a result, for example, the screen transition information can be acquired at the time of the inquiry, so that waste can be eliminated and the inquiry contents from the customer can be grasped quickly and surely for the inquiry for each customer. It becomes possible to respond efficiently.

  According to the present invention, screen transition information, which is a history of a web screen viewed by a customer, is acquired, and an inquiry content is assumed based on various parameters in advance, so that the inquiry content from the customer can be grasped quickly and reliably. Thus, it is possible to provide a customer-specific inquiry support system that can efficiently respond to inquiries for each customer.

  The best mode for carrying out the present invention will be described below with reference to the drawings. The description of the present embodiment is an exemplification, and the configuration of the present invention is not limited to the following description.

  In this embodiment, for example, when a customer, who is a user, browses a predetermined web screen that provides information, an inquiry is made to the information provider based on the inconvenience or time of display of menu information. In this case, a system that enables the side receiving the inquiry to quickly and surely understand the contents of the inquiry from the customer and efficiently respond to the inquiry for each customer is realized. As a result, the customer side can also save time and labor for explaining the inquiry.

  FIG. 1 is a schematic diagram showing a basic system configuration of a customer inquiry support system according to an embodiment of the present invention. In the example shown in FIG. 1, in particular, a web system system that provides information and a customer system system that receives an inquiry about the provided information are shown as one management center. In the present embodiment, a mobile phone is assumed as a terminal when a customer browses information.

  As shown in the figure, the customer inquiry support system 1 according to the present embodiment includes a management center 2 in which functions constituted by a web system system for providing information and a customer system system for receiving an inquiry for the provided information are integrated. The mobile phone 4 held by the customer 3 who is a user who browses the provided information is connected to each other via the network 10. Here, the network 10 is a wireless communication network capable of communicating in a wireless environment. Since the web system system and the customer system system will be described later, description of their specific configuration is omitted here.

  The management center 2 includes at least a customer information acquisition unit 21, an association unit 22, an inquiry content assumption unit 23, and a management database (shown as “DB”) 24.

  The customer information acquisition means 21 acquires customer identification information for identifying each customer 3 and a web screen transition pattern used by each customer 3 as screen transition information. That is, the information on the customer 3 side is received via the network 10 by various methods to be described later.

  The association means 22 associates the acquired customer identification information and screen transition information as customer-specific information for each customer 3 based on predetermined information. The predetermined information here is, for example, information such as a transfer application, user registration, a mobile phone 4 telephone number, a mobile phone 4 unique number, and an inquiry reference number, which will be described later.

  The inquiry content assumption means 23 presupposes the inquiry content corresponding to each customer 3 from the screen transition pattern included in the screen transition information while referring to the management database 24 described later.

  The management database 24 is acquired from a customer information database 25 that stores customer information including customer identification information, a transition pattern management database 26 that stores in advance the contents of a query that is assumed for each transition pattern of the web screen, and the customer 3. A screen transition information database 27 for storing and managing the transition pattern of the web screen as screen transition information is included.

  Furthermore, the management database 24 further includes a Q & A database 28 that stores and manages questions that can be assumed for each screen transition pattern and their answers. For this reason, the inquiry content assumption means 23 can adjust the question that can be assumed and the answer based on the screen transition information based on the past inquiry results or the actual inquiry content. The past inquiry record here is, for example, information managing the inquiry frequency and frequency of the customer 3. For example, as the management of the number of inquiries, it is conceivable to accumulate by counting with a counter. With this information, the inquiry content assumption means 23, for example, prepares answers in advance on the operator's operation screen, displays answers by priority, displays answers in order of high probability, The display order can be automatically changed by the operator's input operation on the inquiry content.

  Note that the management center 2 as described above may be configured by an information communication device including various general communication devices, for example, and may be configured by combining a plurality of servers, workstations, and the like. Conceivable.

  Here, a specific screen configuration example of the web screen will be described. FIG. 2 is a diagram illustrating an example of a screen configuration according to an embodiment of the present invention. In the example shown in FIG. 2, information related to the charge of the electric power company is shown as information provided on the web screen.

  In the example shown in FIG. 2, screen (1), screen (2), screen (3), and screen (4) are shown as examples of the screen transition pattern when information related to the charge of the electric power company is browsed. ing.

  First, as a first example of the screen transition pattern, there is a pattern for browsing the web screen in the order of screen (1) → screen (3) → screen (4). That is, this is a pattern when the electricity price menu is browsed without browsing the contract menu displayed on the screen (2). As the inquiry content assumed in this case, for example, it is possible to predict a content such as “I saw the unit price, but what can I see the contract type” or “Is my contract OK for the metered light A”?

  Next, as a second example of the screen transition pattern, there is a pattern for browsing the web screen in the order of screen (1) → screen (2) → screen (3) → screen (4). That is, this is a pattern when the contract menu displayed on the screen (2) is browsed and the electricity bill menu is browsed. Examples of the inquiry content assumed in this case include, for example, “I saw the meter reading notice, but can the menu be a contract type” or “the meter reading has an item of fuel cost adjustment amount, The contents such as “why is not in this unit price list” can be predicted.

  Inquiries such as those described above include, for example, when the terms used in the contract agreement are different from the commonly used terms, when the meaning of the terms differs between the industry (internal) and general consumers, and documents and screens When the terms used above are inconsistent, it is likely to occur when the user does not know what to browse. For this reason, based on the screen transition browsed by the customer 3, it is possible to predict the contents of the inquiry in advance or to infer from past cases.

  Next, a specific configuration example of the management database 24 and information for supporting the side receiving the inquiry will be described. FIG. 3 is a diagram for explaining an example of a support image based on the configuration of the management database according to the embodiment of the present invention. In the example shown in FIG. 3, it is assumed that a terminal that displays a support image is installed on the side that received the inquiry (in the management center 2).

  As shown in the figure, the screen 100 of the terminal installed on the side that received the inquiry (within the management center 2) first stores the screen transition information acquired from the mobile phone 4 held by the customer 3 The customer information database 25 in which the screen transition information of the customer 3 extracted from the transition information database 27 is displayed as “screen transition pattern history”, and the telephone number acquired from the mobile phone 4 held by the customer 3 is stored. The information of customer 3 extracted from is displayed as “customer basic information”. And based on these information, the question (supposed question) assumed with respect to the inquiry of the customer 3 is extracted from the transition pattern management database 26, and the assumed answer (assumed answer) with respect to the assumed question is Q & A. Extracted from the database 28, the assumed question and the assumed answer are displayed in pairs. At this time, the order of the assumed questions to be displayed may be, for example, displayed in order from the number or frequency of inquiries based on the past inquiry results of the customer 3.

  As described above, the operation of the customer inquiry support system 1 according to the present embodiment basically acquires customer identification information (for example, a telephone number) of the customer 3 as shown in FIG. (S1) The web screen transition pattern browsed by the customer 3 is acquired (S2), and the screen transition information of the customer 3 and the customer 3 is associated (S3). Assume (S4).

  At this time, it is necessary to reliably acquire the screen transition information of the customer 3 and to reliably associate the customer 3 with the screen transition information of the customer 3. That is, the procedure for associating the customer 3 corresponding to the screen transition information differs depending on the method by which the management center 2 acquires the screen transition information of the customer 3. A specific procedure in this case will be described for each pattern based on a method for acquiring information (for example, a telephone number) for identifying the customer 3 and screen transition information for each customer 3.

  In the above-described embodiment, the description is based on the premise of the management center 2 having a configuration in which the web system system that provides information and the customer system system that receives an inquiry about the provided information are integrated. For convenience of explanation, both systems will be individually illustrated and described.

(Pattern 1)
FIG. 5 is a diagram illustrating pattern 1 as an example of association between a customer and screen transition information according to an embodiment of the present invention. A mobile phone 4 will be described as an example of a terminal held by the customer 3.

  As shown in the figure, first, the web system system 2a includes a web server 201 that manages information provided on the web screen of the mobile phone 4 and an application server 202 that manages received information. On the other hand, the customer system 2b is a system that is used for the call center operator's work to answer the customer 3 by phone, and supports the inquiry while receiving the telephone number that has been inquired (dial) and cooperating with other systems etc. CTI (Computer Telephony Integration) 203, an application server 204 that receives a telephone number from the CTI 203 and manages it as information to be provided to the operator terminal 205, and an operator terminal that is operated by the operator by extracting necessary information from the application server 204 205 is comprised.

  In such system systems 2a and 2b in the management center 2, first, predetermined screen information is transmitted from the web server 201 to the mobile phone 4 via the network 10 (S1). In the transmitted screen information, for example, when inquiring by telephone about the information on the web screen provided by the electric power company, the web screen for inquiry is transmitted (S2).

  If it is accepted to make an inquiry on the web screen, an application (transfer application) for extracting a screen transition log on the web screen is transmitted together with the inquiry screen information (dial-only screen) (S3). That is, when the screen information is provided to the mobile phone 4 of the customer 3 from the web server 201 that provides menu information on the web screen as predetermined information for associating the acquired customer identification information and screen transition information as customer-specific information. At the same time, a transfer application that extracts the screen transition log of the mobile phone 4 is provided.

  Specifically, the associating means 22 transmits the transfer application to the mobile phone 4 and extracts the screen transition log corresponding to the customer 3 (S4), so that the customer information acquiring means 21 is the mobile phone 4 of the customer 3. A screen transition log corresponding to the telephone number as customer identification information is transmitted at the time of inquiry (dial) from (S5). Through such processing, the customer information acquisition unit 21 can simultaneously acquire the telephone number and the screen transition log of the customer 3 in cooperation with the transfer application transmitted from the web system system 2a. Then, the information is transmitted to the customer system 2b, and the information shown in FIG. 3 is displayed on the screen of the operator terminal 205. In FIG. 5, the transfer application is transmitted at the time of the first access (inquiry). For example, when the transfer application exists in the mobile phone 4 at the second access or later, the transfer application is transmitted. Transmission may be omitted and an existing transfer application may be used.

(Pattern 2)
In the pattern 1 described above, the screen transition information of the customer 3 is surely acquired by transmitting the transfer application, and the screen transition information of the customer 3 and the customer 3 is reliably associated. For example, it is possible to reliably associate information without transmitting a transfer application.

  FIG. 6 is a diagram for explaining the pattern 2 as an example of the association between the customer and the screen transition information according to the embodiment of the present invention. Similarly, in FIG. 6, the mobile phone 4 is illustrated as an example of a terminal held by the customer 3, and the same components as those of the pattern 1 described above are denoted by the same reference numerals and redundant description is omitted.

  Similar to pattern 1, pattern 2 transmits screen information to mobile phone 4 of customer 3 in steps S1 and S2. Here, in the web system system 2a, the screen information provided from the web server 201 is monitored, recorded and managed as a screen transition state for each terminal. At this time, the recording of the screen transition of each terminal may be managed by assigning a unique number to each terminal.

  In step S2, when an inquiry web screen is transmitted, if it is accepted to make an inquiry on the web screen, only the inquiry screen information is transmitted (S3). At this time, immediately before the customer 3 makes an inquiry (dial), the telephone number is input as the identification number of the mobile phone 4 held by the customer 3 from the inquiry screen information and transmitted to the web system 2a (S6). After that, when the customer 3 inquires (dials) the customer system 2b (S7), the telephone 3 received by the CTI 203 and the telephone number obtained by the web system 2a are collated with each other as a key to make an inquiry. The screen transition log for the telephone number for the customer 3 is acquired.

  That is, in the web system system 2a, when the customer 3 makes an inquiry accompanying the input of the identification number (in this case, the telephone number) of the mobile phone 4 as the customer identification information, the association means 22 Is associated with the identification number of the mobile phone 4, and the customer information acquisition means 21 uses the identification number (here, The screen transition information of the customer 3 who has inquired based on the telephone number is acquired. The web system 2a transmits the result of acquiring the customer 3 and the screen transition information of the customer 3 to the customer system 2b, so that the operator has been transmitted from the web system 2a using the telephone number as a key. By collating with the received information, the screen transition information corresponding to the customer 3 who has inquired can be acquired, and the information shown in FIG. 3 and the like can be displayed on the screen of the operator terminal 205.

(Pattern 3)
FIG. 7 is a diagram for explaining the pattern 3 as an example of the association between the customer and the screen transition information according to the embodiment of the present invention. Similarly, in FIG. 7, the cellular phone 4 is illustrated as an example of a terminal held by the customer 3, and the same components as those of the pattern 1 described above are denoted by the same reference numerals and redundant description is omitted.

  In pattern 3, unlike in patterns 1 and 2, user registration is performed in advance (S11). The user registration here is, for example, registered in advance in the web server 201 in association with a pair of a mobile phone number and an identification number (here, a phone number) of the mobile phone 4 for each customer 3 such as member registration. It is what Then, similar to pattern 1, predetermined screen information is transmitted from the web server 201 to the mobile phone 4 (S12, S14). In the meantime, the mobile unique number of the mobile phone 4 is transmitted to the web server 201 (S13). By such processing, the web system system 2a can manage “which mobile phone 4 is browsing while changing what web screen”. Then, as in pattern 1, inquiry screen information (dial-only screen) is transmitted (S15), and when customer 3 makes an inquiry (dial) (S16), the telephone number is transmitted to CTI 203 of customer system 2b. Is done.

  That is, the associating means 22 associates a mobile unique number given in advance for each mobile phone 4 and an identification number (here, a telephone number) for identifying the mobile phone 4 so as to perform user registration. When receiving an inquiry from the mobile phone 4 of the customer 3, the customer information acquisition means 21 specifies the mobile unique number from the identification number of the mobile phone 4 and acquires the screen transition information of the corresponding customer 3. . In this way, in the pattern 3, when there is an inquiry (dial) from the customer 3, the information corresponding immediately from the web system system 2a is transmitted from the web system system 2a, and the operator terminal 205 is displayed on the screen. The information shown in FIG. 3 is displayed.

(Pattern 4)
FIG. 8 is a diagram for explaining the pattern 4 as an example of the association between the customer and the screen transition information according to the embodiment of the present invention. Similarly, in FIG. 8, the cellular phone 4 is illustrated as an example of a terminal held by the customer 3, and the same components as those of the pattern 1 described above are denoted by the same reference numerals and redundant description is omitted.

  In the pattern 4, each mobile phone 4 of the customer 3 is previously managed by the web system system 2a as a mobile unique number (S21), and screen information is transmitted to the mobile phone 4 having a certain mobile unique number (S22). , S23) When the inquiry screen information (dial-only screen) is transmitted, the reference number is issued at the same time, and the inquiry reference number is displayed on the screen (S24). When an inquiry (dial) is made from the mobile phone 4 (S25), the telephone number is received by the CTI 203 of the customer system 2b. Then, the inquiry reference number displayed on the mobile phone 4 is exchanged between the customer 3 and the operator of the customer system 2b (S26). Then, the inquiry reference number is notified from the customer system 2b to the web system 2a (S27).

  That is, when the unique number (here, the portable unique number) of the terminal that determines the screen transition information of each mobile phone 4 is registered in advance in the web server 201 that provides the menu information, the associating means 22 Before the inquiry from the mobile phone 4, an inquiry reference number corresponding to the unique number is issued, and the inquiry reference number is associated with the screen transition information for each customer 3, so that the customer information acquisition means 21 When there is an inquiry from, screen transition information is acquired from the inquiry reference number corresponding to the unique number. The unique number (mobile unique number) of the terminal here is temporarily used to bundle the screen history log of a predetermined mobile phone 4. In this way, in the pattern 4, even if the telephone number is not used, the inquiry number corresponding to the unique number of the mobile phone 4 is issued immediately before the customer 3 dials, so that the web system system 2 a can 3 and the screen transition information of the customer 3 can be associated and notified to the customer system 2b. Thereby, the operator collates the reference number received from the customer 3 with the reference number notified from the web system system 2a, and displays the information shown in FIG. 3 on the screen of the operator terminal 205. Can perform inquiries.

  As described above, in the present embodiment, for example, various association methods and information acquisition methods can be adopted according to the situation on the information providing side or the situation on the customer 3 side. In the patterns 1 to 3, the terminal of the customer 3 is the mobile phone 4, and the customer identification information or the identification number necessary when making an inquiry from the mobile phone 4 of the customer 3 is the phone number of the mobile phone 4. On the other hand, the pattern 4 reliably associates the customer 3 and the screen transition information of the customer 3 without using the telephone number of the customer 3.

  As described above, in the present embodiment, the screen information provided from the web system system 2a is acquired as information in which the customer 3 and the screen transition information viewed by the customer 3 are reliably associated with each other. In the system 2b, since the contents of the inquiry can be assumed in advance when making an inquiry from the customer 3, the operator who has received the inquiry can efficiently perform the work.

(Other embodiments)
In the above-described embodiment, the case where the electric power company provides information to the customer 3 who is a user using the web screen is exemplified, but the present invention is not particularly limited thereto, for example, a gas company, a water company, and You may make it apply to the customer service using networks, such as an industry which has other special facilities, such as a telephone company, and has a certain customer, or an industry using special industry terminology.

  In the above-described embodiment, the mobile phone 4 is exemplified as a terminal when the customer 3 browses. However, the present invention is not particularly limited to this, and other information such as a personal computer, a PDA (Personal Digital Assistance), for example. It may be a communication device. In this case, for example, the system may be realized by using a telephone network such as an IP telephone or other protocols.

  The present invention can be used in industries having various facilities such as electricity, gas, water, and telephone, or in various service industries that provide information through communication.

1 is a schematic diagram showing a basic system configuration of a customer inquiry support system according to an embodiment of the present invention. It is a figure explaining an example of the screen structure which concerns on one Embodiment of this invention. It is a figure explaining an example of the support image based on the structure of the management database which concerns on one Embodiment of this invention. It is a figure which shows the basic operation | movement of the inquiry correspondence assistance system classified by customer which concerns on one Embodiment of this invention. It is a figure explaining the pattern 1 as an example of correlation with the customer and screen transition information which concern on one Embodiment of this invention. It is a figure explaining the pattern 2 as an example of correlation with the customer and screen transition information which concern on one Embodiment of this invention. It is a figure explaining the pattern 3 as an example of the correlation of the customer and screen transition information which concern on one Embodiment of this invention. It is a figure explaining the pattern 4 as an example of correlation with the customer and screen transition information which concern on one Embodiment of this invention.

Explanation of symbols

2 Management Center 2a Web System 2b Customer System 3 Customer 4 Mobile Phone 10 Network 21 Customer Information Acquisition Means 22 Association Means 23 Query Content Assumption Means 24 Management Database 25 Customer Information Database 26 Transition Pattern Management Database 27 Screen Transition Information Database 28 Q & A Database 100 Screen 201 Web server 202, 204 Application server 203 CTI
205 operator terminal

Claims (6)

A customer-specific inquiry support system that supports the response to an inquiry for each customer by utilizing menu information on a predetermined web screen on the management center side viewed from a terminal held by the customer,
Customer information acquisition on the management center side that acquires customer identification information for identifying each customer and screen transition information that is a transition pattern of a web screen used by each customer from the terminal side by communication between the management center and the terminal Means,
A customer information database for storing customer information including the customer identification information acquired by the customer information acquisition means , a transition pattern management database in which inquired contents for each transition pattern of a web screen are stored in advance, and acquisition of the customer information The management center side includes a screen transition information database that stores and manages the transition pattern of the web screen acquired by the means as screen transition information, and a Q & A database that stores and manages questions that can be assumed for each screen transition pattern and their responses . A management database;
Association means for associating customer identification information and screen transition information acquired by the customer information acquisition means for each customer;
For the pair of customer identification information and screen transition information for each customer associated by the association means, the inquiry content corresponding to the transition pattern read from the screen transition information database is read from the transition pattern management database. A customer inquiry inquiry support system, comprising: an inquiry content assumption means for reading out an answer corresponding to the inquiry content from the Q & A database and displaying the response. In the customer-specific inquiry support system according to claim 1 ,
The predetermined information is an application that extracts the screen transition log of the terminal at the same time that the screen information is provided from the web server that provides the menu information to the terminal of the customer, and the association means By extracting the screen transition log corresponding to the customer by transmitting to the terminal, the customer information acquisition means simultaneously acquires the screen transition log corresponding to the customer identification information at the time of inquiry from the customer terminal Customer-specific inquiry support system. In the customer-specific inquiry support system according to claim 1 ,
When there is an inquiry accompanying the input of the terminal identification number as the customer identification information from the customer, the associating means manages the screen transition state for a specific terminal on the web server that provides the menu information A customer-specific inquiry support system characterized by associating a unique number as an identification number of the terminal and wherein the customer information acquisition means acquires screen transition information of a customer who has made an inquiry based on the identification number. In the customer-specific inquiry support system according to claim 1 ,
The associating means associates a unique number uniquely assigned to each terminal in advance with an identification number for identifying the terminal and registers the user, and the customer information acquiring means receives an inquiry from the customer terminal. A customer-specific inquiry support system, wherein a unique number is identified from the identification number of the terminal and the screen transition information of the customer is acquired. The customer-specific inquiry support system according to any one of claims 1 to 4 , wherein the customer terminal is a mobile phone, and customer identification information or an identification number required for an inquiry from the customer terminal is the mobile phone. A customer-specific inquiry support system characterized by a telephone number. In the customer-specific inquiry support system according to claim 1 ,
If the terminal unique number for determining the screen transition information of the terminal is registered in advance in the web server that provides the menu information, the associating means corresponds to the unique number before the inquiry from the customer terminal By issuing a reference number for inquiry and associating the reference number for inquiry with the screen transition information for each customer, the customer information acquisition means allows the inquiry corresponding to the unique number when there is an inquiry from the customer. A customer-specific inquiry support system characterized by acquiring screen transition information from a reference number.

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