JP5116585B2 - Customer service system and customer service method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for supporting a customer and a method for supporting a customer, capable of properly supporting the customer according to a situation between a service provider and a customer when an inquiry is made from a customer about service interruption. <P>SOLUTION: There are provided a database server 12 in which a situation between a customer who receives a specified service and a service provider is stored, and operator terminals 14<SB>1</SB>-14<SB>n</SB>for determining whether the cause of service interruption exists on a customer side or not to respond to the inquiry from a customer about the service interruption by referring to the situation between the service provider and the customer which is read from the database server 12. <P>COPYRIGHT: (C)2010,JPO&amp;INPIT

Description

  The present invention relates to a customer service system and a customer service method for responding to a service stop inquiry from a customer who receives a service.

  There are various types of services. For example, power companies provide power supply services to customers. When there is a service stop inquiry such as a power failure from a customer who receives power supply, an operator of a customer center responds to the inquiry from the customer in the power company. For operators who accept power outages and failures, there are differences in the level of knowledge related to power supply services depending on the years of experience. On the other hand, it is necessary for the customer to explain the cause of the service stoppage with a certain level of answers.

Therefore, there is a system that performs failure repair work using a database that accumulates basic knowledge of failure repair, past trouble repair work, and the like (see, for example, Patent Document 1). The use of this system prevents the speed and quality of response depending on the individual experience of the person in charge when the power distribution facility fails.
JP 2006-113694 A

  By the way, the system described above has the following problems. For example, in the event of a power outage, a contract between the power company and the customer, such as the customer not paying the electricity charge, other than the failure of the power distribution equipment maintained by the power company, has been cut off. There is also a reason. In other words, since the previous system uses basic knowledge of fault repair and past fault repair work, the reason for the contract between the customer and the power company in the previous system when there is an inquiry from the customer It cannot be reflected until.

  SUMMARY OF THE INVENTION An object of the present invention is to solve the above-mentioned problems, and to provide a customer response system and a customer that enable an appropriate response according to the situation between the service provider and the customer when there is an inquiry from the customer about the service stop. It is to provide a response method.

The invention according to claim 1 is a customer response system used in a customer center of an electric power company, and the situation between the electric power company as a situation between a customer who is receiving a power supply service and the electric power company which is a service provider and customer data representing the data of customers who have a contract, and the abolition data representing the abolition of this contract, and the power transmission otherwise specified data representing the power transmission stop to the customer by the delinquent, and accident data recorded the accident, including a power failure, the transformer exchange A storage device that stores construction data including the data stored in the storage device for the customer specified by the customer data read from the storage device in order to respond to an inquiry from the customer about a power failure. The accident data, the construction data, the abolition data, and the transmission interruption data From the above, it is judged that the situation between the power company and the customer has changed, and if the change in the situation is construction, it is displayed that it is a power outage due to construction. And an operator terminal that displays a power outage due to a stop when the change in status is abolished or power transmission is cut off.

In the invention of claim 1, the storage device stores in advance the situation between the customer who is receiving the power supply service and the electric power company as the service provider. When these conditions, the operator terminal, in order to respond to customer inquiries about a power failure, read from the storage device, with reference to the situation between the service provider and the customer to determine the cause of the power failure.

The invention according to claim 2 is a customer service method used in a customer center of an electric power company, and the situation between the electric power company as a situation between a customer who is receiving a power supply service and the electric power company which is a service provider. and customer data representing the data of customers who have a contract, and the abolition data representing the abolition of this contract, and the power transmission otherwise specified data representing the power transmission stop to the customer by the delinquent, and accident data recorded the accident, including a power failure, the transformer exchange The storage device stores the construction data including the accident data stored in the storage device for the customer specified by the customer data read from the storage device in order to respond to an inquiry from the customer about a power failure, the construction From the data, the abolition data, and the transmission interruption data, changes in the situation between the power company and the customer are The operator terminal operated by the operator of the computer determines that the power change due to construction is displayed when the change in the situation is construction, and the power failure due to the accident occurs when the change in situation is an accident. The operator terminal displays this, and when the change in the situation is abolished or power transmission is cut off, the operator terminal displays a power failure due to a stop.

According to the invention of claim 1 and claim 2 , when there is an inquiry from a customer regarding a power outage and an operator responds to this inquiry, referring to the situation between the power company as a service provider and the customer, Determine the cause of the service outage. Thereby, according to the situation between the service provider and the customer, it is possible to allow the operator on the service provider side to appropriately respond to the inquiry.

  Next, embodiments of the present invention will be described in detail with reference to the drawings.

(Embodiment 1)
As shown in FIGS. 1 and 2, the customer service system according to this embodiment is applied to a customer center 10 of an electric power company. The customer center 10 is a consultation service for customers who receive power supply services from electric power companies. The customer center 10 corresponds to, for example, a telephone inquiry from a customer home 30 managed by the sales office 20, and includes a response device 11, a database server 12, telephone terminals 13 _{1 to} 13 _n, and operator terminals 14 _{1 to} 14 _n . I have. The customer center 10 is connected to a communication network NW that enables data communication and voice communication. In the customer center 10, a response device 11, a database server 12, and operator terminals 14 _{1 to} 14 _n are connected to each other by a local area network 15.

  An electric power company usually provides a power supply service and a related service to a large number of customers. In this embodiment, a customer at a customer home 30 managed by a sales office 20 is used as a representative example. explain. Note that the customer's home 30 is supplied with electric power via an electric energy meter 31.

The response device 11 of the customer center 10 is a device that receives a call from the customer's home 30 and has various functions. For example, the response device 11 has a function of automatically responding to an incoming call from a customer, a function of connecting an outside line to an extension, a function of distributing the incoming call to the telephone terminals 13 _{1 to} 13 _n , and an operator terminal corresponding to the distributed telephone terminal On the other hand, it has a function of notifying the customer's calling number.

  The database server 12 of the customer center 10 is a storage device that stores and manages various data necessary for the customer center 10. These data are sent from the terminal 21 of the sales office 20 through the communication network NW. Data stored in the database server 12 includes customer data. Customer data is data representing a list of customers who have contracted to receive power supply services. An example of this customer data is shown in FIG. In this customer data, the contract number when the customer contracts with the electric power company is recorded. In the customer data, the customer's name, address, telephone number and the like are recorded as customer information.

  Data stored in the database server 12 includes contract data. The contract data is data representing the contract type of the customer, for example, the metered light B, etc. An example of the contract data is shown in FIG. In the contract data, the contract number and name of the customer are recorded. In the contract data, a contract type such as a metered electric lamp A, a measuring method of the amount of electric power used, such as the same measurement or separate measurement of the electric water heater and the electric lamp, and the like are recorded.

  The data stored in the database server 12 includes abolition data. The abolition data is data representing a list of customers who have discontinued the power supply service. An example of this abolition data is shown in FIG. In the abolition data, the contract number and name of the abandoned customer are recorded. In addition, the abolition data records the abolition date when the customer's contract was abolished as information related to the abolition.

  The data stored in the database server 12 includes power transmission interruption data. Transmission interruption data is data that represents a list of customers who have stopped transmission because of the contract between the power company and the customer, such as when the customer who has contracted with the power company does not pay the electricity bill. is there. An example of the power transmission interruption data is shown in FIG. In this transmission interruption data, the customer's contract number and name are recorded. In addition, the transmission interruption data includes the date of transmission interruption when the power company refuses the power supply service to the customer.

  The data stored in the database server 12 includes accident data. Accident data is data representing a list of accidents such as power outages, and accidents currently being restored are also recorded in this accident data. An example of this accident data is shown in FIG. In this accident data, the location of the accident, the content of the accident, the date of occurrence of the accident, the period of occurrence of the accident, etc. indicating the situation of the accident that has occurred are recorded.

  The data stored in the database server 12 includes construction data. The construction data is data representing a list of constructions for the transmission system and the distribution system, for example, construction such as transformer replacement. In this construction data, construction currently in progress or construction that has already been completed is recorded. An example of the construction data is shown in FIG. In this construction data, the construction site, construction content, construction start date, construction end date, and the like of construction performed by the electric power company are recorded.

The telephone terminals 13 _{1 to} 13 _n and the operator terminals 14 _{1 to} 14 _n are dedicated telephones and computers operated by the operators of the customer center 10. Usually, a telephone terminal and an operator terminal are used as a set for one operator. In this embodiment, the telephone terminal 13 ₁ and the operator terminal 14 ₁ are used as a set, and the telephone terminal 13 _n and the operator terminal 14 _n are used as a set. Since the operator terminal ₁₄ 1 to 14 _n have the same function, the following description will the operator terminal 14 ₁ as a representative example.

Operator terminal 14 ₁ is provided as shown in previous FIG. 2, the processing unit 14A, a storage unit 14B, the input unit 14C, the display unit 14D and the communication unit 14E. The storage unit 14B, the input unit 14C, the display unit 14D, and the communication unit 14E are connected to the processing unit 14A by a bus 14F.

Input unit 14C of the operator terminal 14 _1, such as a keyboard and a mouse, an input device operated by the operator. The input unit 14C sends the input data to the processing unit 14A. The display unit 14D is a display device such as an LCD (Liquid Crystal Display) that displays data. The display unit 14 displays information related to failure acceptance under the control of the processing unit 14A. The communication unit 14E performs data communication with the response device 11 and the database server 12 via the local area network 15 under the control of the processing unit 14A.

The storage unit 14B is a storage device that stores various data. The data stored in the storage unit 14 </ b> B includes data read from the database server 12, customer call numbers received from the response device 11, and the like. The storage unit 14B stores in advance various programs necessary for operation of the operator terminal 14 _1. Furthermore, the storage unit 14B stores a failure acceptance program for performing failure acceptance processing.

The processing unit 14A executes a program stored in the storage unit 14B. The program executed by the processing unit 14A includes a failure acceptance program. When an instruction to start failure receiving program to the input unit 14C of the operator terminal 14 ₁ is input, the processing unit 14A executes the failure receiving program, the failure acceptance process shown in FIGS. 9 to 13. When the failure acceptance process shown in FIG. 9 is started, the processing unit 14A controls the display unit 14D to display an initial screen indicating the start of failure acceptance (step S1). An example of this initial screen is shown in FIG. The processing unit 14A represents the start of failure reception with the message “Guidance to failure reception sheet” on the initial screen 101 of FIG.

When step S1 ends, the processing unit 14A controls the display unit 14D to display an input screen for inputting the customer's power failure failure target (step S2). In this embodiment, as an object of a power failure,
a. In the case of electric light b. In case of power c. For electric water heaters d. The case of high pressure is assumed. Examples of the object of the power outage failure corresponding to the electric light include lighting and electrical appliances, and the targets of the power outage failure corresponding to the case of the power include a motor, a large refrigerator, and a commercial air conditioner. In addition, there are large-scale stores, hospitals, factories, inns, etc. as targets of power failure that fall under high voltage. An example of the input screen displayed in step S2 is shown in FIG. The processing unit 14A uses the input screen 102 in FIG. 15 to specify messages a to d described above, that is, “in the case of electric light”, “in the case of power”, “in the case of electric water heater”, and “in the case of high pressure” Is displayed.

  After step S2, when the processing unit 14A receives input data from the input unit 14C (step S3), the processing unit 14A determines the target of the customer's power failure from the received data (step S4).

  When the target is an electric lamp in step S4, the processing unit 14A performs the electric lamp handling process shown in FIG. 10 (step S5). 14 A of processing parts will display the confirmation screen showing confirming various data with reference to the database server 12, if the response | compatibility process of an electric light is started (step S21). An example of this confirmation screen is shown in FIG. On the confirmation screen 103, the processing unit 14A displays the start of confirmation by a message “confirmation by the system whether it is abolished, power transmission refused, accident / construction power outage”. Then, the processing unit 14A displays “when abolished or refuses power transmission”, “when accidental power failure occurs”, “when construction power failure occurs”, and “when none of them apply” as confirmation items.

  After step S21, the processing unit 14A refers to various types of data in the database server 12, that is, accident data, construction data, abolition data, and transmission interruption data (step S22), and the contract status, accident status, construction status, etc. A change is determined (step S23). At this time, the processing unit 14A identifies the customer by referring to the customer data in the database server 12 by using the customer incoming number received from the response device 11. Then, the processing unit 14A refers to the abolition data and the power transmission interruption data using the identified customer contract number or the like. That is, the processing unit 14A refers to the contract status between the power company and the customer by referring to the abolition data and the power transmission interruption data in step S23.

  As a result of referring to the construction data of the database server 12 in step S23, when the change in the situation is construction, the processing unit 14A controls the display unit 14D to display a screen representing a power failure due to construction (step S24). Similarly, if the change in the situation is an accident as a result of referring to the accident data of the database server 12 in step S23, the processing unit 14A displays a screen representing a power failure due to the accident (step S25). Furthermore, as a result of referring to the abolition data of the database server 12 and the power transmission interruption data, when the change in the situation is a stop, the processing unit 14A displays a screen indicating a power failure due to the stop (step S26). In addition, the power failure by a stop includes the power failure by the power transmission interruption, and the power failure by abolition.

  On the other hand, as a result of referring to the database server 12 in step S23, if there is nothing corresponding to the change in the situation, the processing unit 14A determines the cause of the power failure according to the input data of the input unit 14C, that is, a response with the customer. (Step S27). Step S27 is composed of a plurality of steps for determining the cause based on the response with the customer. Thereafter, the processing unit 14A controls the display unit 14D to display a failure slip screen or a screen for explaining the cause according to the cause (step S28). A failure slip is issued when a failure is received, and the customer's name, failure details, etc. are recorded by the operator on the failure slip. This failure slip is transmitted to the terminal 21 of the sales office 20, and the failure response by the sales office 20 is performed.

  When any one of steps S24 to S26 and step S28 is completed, the processing unit 14A ends the electric lamp handling process in step S5.

  When the target is power in step S4, the processing unit 14A performs power handling processing (step S6). Since the power handling process in step S6 is the same as the lamp handling process in step S5, the description thereof is omitted. In this case, the processing unit 14A performs a process in which “electric light” is replaced with “power” in the flowchart of FIG.

  When an object is an electric water heater at Step S4, processing part 14A performs correspondence processing of an electric water heater shown in Drawing 11 (Step S7). Since steps S41 to S46 during the electric water heater handling process are the same as steps S21 to S26 during the electric lamp handling process, the description thereof is omitted.

  When the change in the situation is not applicable in step S43 of the electric water heater handling process, the processing unit 14A performs the discrimination process shown in FIGS. 12 and 13 (step S47). When the discrimination process is started, the processing unit 14A displays a screen for inquiring about the water supply status by the electric water heater (step S61). When the processing unit 14A receives input data from the input unit 14C (step S62), the processing unit 14A determines the water supply status based on the data (step S63). If it judges that it is the situation where warm water and water come out from an electric water heater, 14A of processing parts will display the screen which confirms the use condition of an electric water heater (step S64). When the processing unit 14A receives the input data from the input unit 14C (step S65), the processing unit 14A determines the usage status of the electric water heater based on the data (step S66).

  When the electric water heater is used in a normal state, the processing unit 14A refers to the contract data of the database server 12 to check the measuring method of the electric water heater (step S67), and determines whether the electric water heater and the electric lamp are connected. The measurement status is determined (step S68). If it is determined that the electric water heater and the electric light are measured separately, the processing unit 14A displays a failure slip screen (step S69).

  On the other hand, if it is determined in step S63 that the water supply state is a situation in which hot water / water does not come out, the processing unit 14A determines the cause of the water supply stop according to the input data of the input unit 14C, that is, in response to the customer. (Step S70). Note that step S70 includes a plurality of steps for determining the cause by a response with the customer, as in step S27. After step S70, the processing unit 14A controls the display unit 14D to display a screen representing a failure slip or a screen explaining the cause of the failure according to the cause (step S71).

  If it is determined in step S66 that the hot water in the electric water heater has been used excessively, the processing unit 14A refers to the contract data of the database server 12 to check the measuring method of the electric water heater (step S72). The measurement status with the electric light is determined (step S73). If it is determined that the electric water heater and the electric light are measured separately, the processing unit 14A controls the display unit 14D to display a screen for explaining the overuse of the electric water heater (step S74). On the other hand, if it is determined in step S73 that the electric water heater and the electric light are the same metering, the processing unit 14A determines the cause of the water supply stop based on the same metering according to the input data of the input unit 14C. (Step S75). Note that step S75 includes a plurality of steps for determining the cause by a response with the customer, as in step S27. When step S75 is completed, the processing unit 14A controls the display unit 14D to display a screen for explaining the cause or a screen for introducing to a manufacturer or the like according to the cause (step S76).

  Further, when it is determined in step S68 that the electric water heater and the electric light are the same metering, the processing unit 14A determines the cause of the water supply stop based on the same metering according to the input data of the input unit 14C. (Step S77). Note that step S77 includes a plurality of steps for determining the cause by a response with the customer, as in step S27. When step S77 ends, the processing unit 14A controls the display unit 14D to display a failure slip screen or a screen explaining the cause according to the cause (step S78).

  When step S69, step S71, step S74, step S76, or step S78 ends, the processing unit 14A ends the determination process of step S47 and ends the electric water heater handling process of step S7.

  When the target is a high pressure in step S4, the processing unit 14A performs a high-pressure handling process (step S8). Since the high-pressure handling process is the same as the lamp handling process in step S5, this description is omitted. In this case, the processing unit 14A performs a process in which “electric lamp” is replaced with “high pressure” in the flowchart of FIG.

  When steps S5 to S8 are finished, the processing unit 14A finishes the failure acceptance process.

Next, a customer service method using the customer service system according to this embodiment will be described. When a power failure occurs at the customer's home 30, the customer contacts the customer center 10 of the power company by telephone via the communication network NW. In Customer Center 10 responds response unit 11 to the incoming call from the customer, sorting the incoming example the telephone terminal 13 ₁ sends the telephone number, i.e. the telephone number of the customer's house 30 incoming to the operator terminal 14 _1.

Thus, the operator operates the operator terminal 14 _1, executes a failure receiving program. Operator terminal 14 ₁ starts the fault acceptance process, the input power failure fault of the subject, i.e., lamp, power, electric water heater, the action appropriate in the case of high pressure, by referring to the data in the database server 12 to obtain The cause of the power failure is determined by referring to the situation, the situation obtained from the customer, and the contract situation between the power company and the customer. The operator terminal 14 _1, depending on the situation of the failure, the screen representing the fault slip, the screen explaining the cause of the failure, or continue to display a screen that introduces the manufacturer.

Thus, the operator, while looking at the operator terminal 14 _1, corresponding to the client. In this case, the operator terminal 14 ₁ to display the screen of the fault slip, the operator operates the operator terminal 14 _1, to create a fault slip. Further, when a screen for the operator terminal 14 ₁ to explain the cause, the operator using the telephone terminal 13 _1, illustrating a displayed due to the customer. Further, even if the cause of the power failure fault is on the customer side, the operator terminal 14 ₁ to display this reason, the operator can respond appropriately.

Thus, according to this embodiment, the operator terminals 14 _{1 to} 14 _n display a screen representing a failure slip, a screen explaining the cause of the failure, or a screen introducing a manufacturer according to the failure status. . As a result, even if the inquiry from the customer is a power failure, the operator terminals 14 _{1 to} 14 _n can change the customer's situation based on the contract status between the power company and the customer, the usage status of the electric water heater, and the like. It is possible to respond appropriately. In addition, since the operator terminals 14 _{1 to} 14 _n display each screen according to the cause of the failure, it is possible to respond in an interactive manner.

(Embodiment 2)
In the first embodiment, the case where the customer service system is applied to the power supply service has been described. In this embodiment, the customer service system is applied to gas and water supply services. Also in this case, the customer service system used in the power supply service can be used as it is in the gas and water supply service.

  As mentioned above, although each embodiment of this invention has been described in detail, the specific configuration is not limited to each embodiment, and even if there is a design change or the like without departing from the gist of this invention, It is included in this invention. For example, in this embodiment, the power supply service and the gas / water supply service are taken as examples. However, the present invention can be applied to various services performed in financial institutions. .

It is a block diagram which shows the customer service system by Embodiment 1 of this invention. It is a block diagram which shows an example of an operator terminal. It is a figure which shows an example of customer data. It is a figure which shows an example of contract data. It is a figure which shows an example of abolition data. It is a figure which shows an example of the power transmission interruption data. It is a figure which shows an example of accident data. It is a figure which shows an example of construction data. It is a flowchart which shows a failure reception process. It is a flowchart which shows the response | compatibility process of an electric light. It is a flowchart which shows the corresponding | compatible process of an electric water heater. It is a flowchart which shows a discrimination | determination process. It is a flowchart which shows a discrimination | determination process. It is a figure which shows an example of an initial screen. It is a figure which shows an example of an input screen. It is a figure which shows an example of a confirmation screen.

Explanation of symbols

10 Customer Center 11 Response Device 12 Database Server (Storage Device)
13 _{1 to} 13 _n telephone terminal 14 _{1 to} 14 _n operator terminal (processing device)

Claims (2)

A customer service system used in a power company customer center,
As the situation between the customer receiving the power supply service and the electric power company that is the service provider, customer data representing the data of the customer contracted with the electric power company, abolition data representing the abolition of the contract, A storage device for storing transmission interruption data indicating suspension of transmission to customers due to unpaid charges, accident data recording accidents including power outages , and construction data including transformer replacement;
In order to respond to an inquiry from a customer about a power outage, operated by an operator of the customer center, for the customer specified by the customer data read from the storage device, the accident data stored in the storage device, the construction data, the When the status change between the power company and the customer is judged from the abolition data and the above-mentioned transmission interruption data, if the status change is construction, it is displayed that there is a power outage due to construction, and if the status change is an accident An operator terminal that displays a power outage due to an accident, and displays a power outage due to a stop when the change in situation is abolished or power transmission cut off,
A customer service system characterized by comprising: A customer service method used in a power company customer center,
As the situation between the customer receiving the power supply service and the electric power company that is the service provider, customer data representing the data of the customer contracted with the electric power company, abolition data representing the abolition of the contract, The storage device stores transmission interruption data indicating suspension of transmission to customers due to unpaid charges, accident data recording accidents including power outages , and construction data including transformer replacement,
From the accident data, the construction data, the abolition data, and the transmission interruption data stored in the storage device for the customer specified by the customer data read from the storage device in order to respond to an inquiry from the customer about the power failure The operator terminal operated by the operator of the customer center determines the change in the situation between the power company and the customer,
When the change in situation is construction, the operator terminal displays a power outage due to construction,
When the change in situation is an accident, the operator terminal displays a power outage due to the accident,
The operator terminal displays a power outage due to a stop when the change in situation is abolition or power transmission interruption,
A customer service method characterized by that.

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