JP5663994B2 - Telephone system, center device, and voice response control program - Google Patents

Description

The present invention relates to a telephone system, center apparatus and audio response control program. In the present invention, for example, in a voice guidance service provided by an automatic voice response device (IVR) or an operator, a voice guidance function and a function for displaying information related to the voice guidance content through the WEB are linked. It can be applied to other systems.

  Conventionally, voice guidance services using IVR or the like provide only voice information using a telephone. For example, visual guidance using text, images, video, or the like can provide information that is easy to understand for the user, rather than guidance using only voice. When providing visual guidance, it is necessary for a user to access a server and manually search and display it on a Web browser or the like.

  In recent years, with the spread of mobile terminals, landline telephone terminals, personal computers having cameras, and the like having a communication function, the importance of the visual call center as described above has increased. In view of such a situation, for example, as disclosed in Patent Document 1 and Patent Document 2, there is a technology that provides information to a user by linking voice guidance and a Web browser function.

  The technology described in Patent Document 1 is a technology in which a CTI server determines whether a Web browser function is installed in a customer's terminal device, and if it is installed, transmits image data and audio data to the terminal. .

  In the technology described in Patent Document 2, the Web server displays inquiry information on the Web browser screen of the telephone terminal in response to an inquiry from the telephone terminal with the Internet function. The user returns response information of the inquiry information displayed on the telephone terminal. This inquiry and response are repeated several times, and the Web server displays on the telephone terminal the reception telephone number that can be appropriately handled as desired by the user. Thereafter, the user makes a call to the reception telephone number, and the operator responds.

JP 2009-182836 A JP 2005-277970 A

  However, the conventional system using voice guidance may cause some problems as follows.

  (1) Conventionally, when a user reads out a menu by voice guidance and selects it, there is a problem that the user has to listen to the guidance silently until the target menu is read out. This is time consuming and troublesome for the user. Sometimes the user feels bothersome and cuts off.

  (2) In addition, when the user makes a wrong menu selection, there is a problem that the user cannot return to the state before the menu selection. In this case, since the process shifts to guidance or response of the selected menu, the user is considered to disconnect if the selection is incorrect.

  (3) There are cases where there is a large amount of information to be provided to the user, and there are cases where the information is difficult to convey by voice. In this case, there is a problem that it is difficult for the user to understand even if the voice guidance is read.

  (4) Furthermore, when the user operates the button after listening to the voice guidance, the user needs to release the ear from the mobile phone and operate the button. As described above, it is necessary to change the mobile phone when listening to the voice guidance and when operating the keys, which may be troublesome for the user.

  On the other hand, it is also possible to provide information using the WEB as described above. However, in this case, as described above, since the user performs a WEB search or the like, for example, it may be difficult for a person with low IT literacy to obtain sufficient information.

Accordingly, in view of the above problems, a telephone system, a center device, and a voice that are easy to use for the user and can provide information through the WEB that is difficult to convey to the user by voice alone, and can continue to respond to the guidance through the WEB after disconnecting the call. response control program has been demanded.

In order to solve this problem, a telephone system according to a first aspect of the present invention includes a user terminal and a center device, and content stored in a content server for a user terminal that establishes a call with the center device. When the (A) user terminal detects the disconnection state of the voice communication means that performs voice communication between (A-1) voice communication means and (A-2) the center apparatus, the center device Information browsing control means for querying the address information of the content with a message including the sender number and the destination number, and acquiring the address information; (A-3) address information acquired by the information browsing control means (B) the center side voice communication means, and (B-2) the center side voice communication means and the user. Address information storage means for storing, for each user, address information of content to be provided to the user in association with the caller number and the callee number in accordance with the content of the call proceeded with the terminal; 3) When receiving an inquiry from the information browsing control means, the address information storage means searches the address information of the content to be provided to the user, and has the address information management control means for giving the searched address information to the information browsing control means. The center side voice communication means receives the input signal from the guidance processing unit and the guidance processing unit that transmits the voice guidance to the user terminal and receives the input signal for the voice guidance from the user terminal. According to the scenario, the scenario control unit that instructs the guidance processing unit the guidance content to be transmitted next, and the scenario An address information registration unit that stores address information of content to be provided to the user in the address information storage unit according to the progress of the scenario that the control unit proceeds, and the scenario is provided to the user as the progress proceeds An address information setting unit capable of setting address information of content to be set, and the address information setting unit is set between a certain step and another step constituting the scenario. It is characterized by that.

The center device according to the second aspect of the present invention includes (1) a center side voice communication unit that performs voice communication with a user terminal, and (2) a call content advanced between the center side voice communication unit and the user terminal. Correspondingly, address information storage means for storing the address information of the content to be provided to the user for each user in association with the sender number and the destination number, and (3) from the user terminal, the sender number and the destination number The address information of the content to be provided to the user terminal is received by a message including the above, the address information of the content to be provided to the user is retrieved from the address information storage means, and the address information to which the retrieved address information is provided to the user terminal and an information management control unit, a center-side audio communication means, transmission and voice guidance to the user terminal, the voice guidance from the user terminal A guidance processing unit for receiving an input signal to be received, a scenario control unit for receiving an input signal from the guidance processing unit, and instructing the guidance processing unit of guidance contents to be transmitted next in accordance with a preset scenario, and a scenario control unit An address information registration unit for storing address information of contents to be provided to the user in the address information storage unit according to the progress of the scenario that the scenario is to be advanced, and the scenario should be provided to the user according to the progress are those having the address information setting unit capable of setting address information of the content, the address information setting unit, constituting the scenario, der Rukoto shall be set to between one step and another step It is characterized by.

A voice response control program according to a third aspect of the present invention includes: (1) a center side voice communication unit that performs voice communication with a user terminal; and (2) a center side voice communication unit and a user terminal. Address information storage means for storing the address information of the content to be provided to the user in association with the caller number and the callee number for each user according to the content of the call, (3) From the user terminal, the caller number and When an inquiry about the address information of the content to be provided to the user terminal is received by a message including the destination number, the address information of the content to be provided to the user is retrieved from the address information storage means, and the retrieved address information is retrieved from the user terminal. to function as the address information management control means for supplying, the center-side audio communication means, transmission and voice guidance to the user terminal, A guidance processing unit that receives an input signal for voice guidance from a user terminal, and scenario control that receives the input signal from the guidance processing unit and instructs the guidance processing unit on the guidance content to be transmitted next in accordance with a preset scenario And an address information registration unit for storing address information of content to be provided to the user in the address information storage unit according to the progress of the scenario that the scenario control unit proceeds, And an address information setting unit that can set address information of content to be provided to the user, and the address information setting unit is set between a certain step and another step constituting the scenario. and it is characterized in shall der Rukoto.

  According to the present invention, information that is convenient for the user and difficult to convey to the user by voice alone can be provided through the WEB, and the response to the guidance can be continued through the WEB after the call is disconnected.

1 is an overall configuration diagram illustrating an overall configuration of a call center system according to a first exemplary embodiment. It is an internal block diagram which shows the internal structure of each component of the call center system of 1st Embodiment. It is explanatory drawing explaining the structure of the scenario of 1st Embodiment. It is a sequence diagram which shows the process in the call center system system of embodiment (the 1). It is a sequence diagram which shows the process in the call center system system of embodiment (the 2). It is explanatory drawing explaining the structure of the management information of TEL-WEB management DB. It is a whole block diagram which shows the whole structure of the call center system of 2nd Embodiment. It is an internal block diagram which shows the internal structure of each component of the call center system of 2nd Embodiment. It is explanatory drawing explaining the structure of the scenario and scenario content of 2nd Embodiment. It is a whole block diagram which shows the whole call center system structure of 3rd Embodiment. It is an internal block diagram which shows the internal structure of each component of the call center system of 3rd Embodiment. It is a sequence diagram which shows the process in the call center system system of 3rd Embodiment.

(A) In the following first embodiment, the telephone system of the present invention will be described with reference to the drawings about the center apparatus and audio response control program.

  In the first embodiment, an embodiment in which the present invention is applied to a call center system that transmits voice guidance to a user terminal and captures user input is illustrated.

(A-1) Configuration of the First Embodiment (A-1-1) Overall Configuration FIG. 1 is an overall configuration diagram showing the overall configuration of the call center system of the first embodiment. In FIG. 1, a call center system 1A according to the first embodiment includes at least a center device 20, a 3G network / telephone network 300, a telecommunications carrier network / Internet network 301, and a user terminal 200.

  The user terminal 200 is a terminal device operated by a user. In the first embodiment, as an example of the user terminal 200, a case where a mobile phone 201 having a voice communication function, a data communication function, and a browser function is applied is illustrated. If the user terminal 200 has at least a voice communication function, a data communication function, and a browser function, it is a PDA terminal, an IP telephone, a personal computer having a so-called soft phone function (PC including notebook type, desktop type, etc.). A game terminal, an electronic book terminal, and the like can be widely applied.

  The 3G network / telephone network 300 is an example of a voice communication network. Here, as an example of a telephone network, a third generation (3G) mobile communication network and a telephone network are illustrated, but the present invention can be widely applied to any voice communication network that realizes a call.

  A telecommunications carrier network / Internet network 301 is an example of a data communication network. Here, as an example of the communication network, a telecommunications carrier network and the Internet network are exemplified, but the present invention can be widely applied if WEB communication can be realized.

  The center device 20 is a device or system that the center side has. The center device 20 includes at least a WEB-IVR control server 10, a TEL-Web management database (DB) 11, a content server 12, a guidance server 13, and a speech recognition / speech synthesis server 14. Explanation of each component which comprises the center apparatus 20 is mentioned later.

(A-1-2) Internal Configuration of Mobile Phone 201 FIG. 2 is an internal configuration diagram showing an internal configuration of each component constituting the call center system 1A. In FIG. 2, the mobile phone 201 includes at least a voice communication unit 210, a voice-WEB control unit 211, and a WEB display unit 212.

  The voice communication unit 210 is a processing unit or device that performs voice communication. When making a telephone call, the voice communication unit 210 is connected to the WEB-IVR control server 10 via a switch or the like, and performs voice communication with the guidance server 13. The voice communication unit 210 can apply a normal voice communication function preinstalled in the mobile phone 201.

  The voice-WEB control unit 211 controls operations of the voice communication unit 210 and the WEB display unit 212. The voice-WEB control unit 211 monitors the state of the voice communication unit 210 when an application of this service (IVR service and WEB service cooperation service) is started. Then, when detecting the disconnection of the voice communication of the voice communication unit 210, the voice-WEB control unit 211 inquires of the WEB-IVR control server 10 about address information (for example, URL) indicating the access destination of the WEB content. Is. When the URL of the access destination is acquired in this manner, the voice-WEB control unit 211 activates the WEB display unit 212 and notifies the WEB display unit 212 of the acquired address information (URL).

  The WEB display unit 212 is a display function such as a WEB browser. When the WEB display unit 212 is activated under the control of the voice-WEB control unit 211, the WEB display unit 212 displays address information indicating the access destination of the WEB content notified from the voice-WEB control unit 211. Note that the WEB display unit 212 can apply an existing browser function installed in the mobile phone 201.

  For example, an application that realizes cooperation between the IVR service and the WEB service is displayed on the screen of the WEB display unit 212 as, for example, a widget or a resident format. If the address information (URL) of the WEB content is acquired by the voice-WEB control unit 211 after the call is disconnected, for example, the address information of the WEB content is displayed on the WEB display unit 212. The user simply selects an icon on the WEB display unit 212, and the WEB display unit 212 connects to the telecommunications carrier network / Internet network 301, accesses the address information (URL) of the WEB content, and selects the WEB content. It can be displayed on the WEB display unit 212.

(A-1-3) Internal Configuration of Center Device 20 As shown in FIG. 2, the WEB-IVR control server 10 includes a call control unit 100, an IVR control unit 101, a scenario control unit 102, a URL registration function unit 103, and a scenario. Unit 104 and URL management control unit 106.

  The call control unit 100 establishes a call between the mobile phone 201 and the IVR server 21. When receiving a call request from the mobile phone 201, the call control unit 100 makes a call request to the IVR server 21 to establish a call between the IVR server 21 and the mobile phone 201. The call control method is not particularly limited, and for example, SIP (Session Initiation Protocol) or H.264 is used. A method using H.323 or the like can be widely applied.

  The IVR control unit 101 performs response control by voice guidance. When the IVR control unit 101 acquires the telephone number (caller number) of the mobile phone 201 that is the transmission source, the IVR control unit 101 notifies the scenario control unit 102 of the telephone number. Thereby, provision of voice guidance can be started with respect to the caller.

  In response to an instruction from the scenario control unit 102, the IVR control unit 101 controls the IVR server 21 to transmit voice guidance of the guidance instructed from the scenario control unit 102. That is, the IVR control unit 101 receives an instruction to send guidance according to the scenario 105 from the scenario control unit 102, and gives the instruction to the IVR server 21, thereby sending voice guidance to the mobile phone 201 that is the call source. be able to.

  Further, when the IVR control unit 101 receives a signal (for example, a push button (PB) signal or a voice recognition result) input by the user from the IVR server 21 according to the voice guidance, the IVR control unit 101 receives the input signal. 102.

  The scenario control unit 102 performs scenario control for voice guidance. The scenario control unit 102 receives the notification from the IVR control unit 101 and starts voice guidance. Further, the scenario control unit 102 determines the content of the scenario 105 based on the content of the scenario 105 stored in the scenario unit 104 and the user input signal acquired through the IVR control unit 101, and determines the processing content to be performed next. It instructs the IVR control unit 101.

  Further, the scenario control unit 102 has a URL registration function unit 103. The URL registration function unit 103 instructs the URL management control unit 106 to register, refer to, and delete a user identification number, a destination service identification number, and a service URL.

  Here, the user identification number is a number for identifying a user who requests guidance, and for example, the telephone number (sender number) of the caller mobile phone 201 can be used. As the destination service identification number, a telephone number for providing voice guidance in the IVR service can be used.

  In addition, address information indicating an access destination of content created by the service provider can be used as the service URL. The service URL that the URL registration function unit 103 instructs to register is set in the URL setting function unit S12 that constitutes a scenario 105 described later. Accordingly, the URL of the content provided to the user can be registered in association with the user identification information and the destination service number in accordance with the progress of the scenario related to the guidance provided to the user.

  The scenario unit 104 holds one or a plurality of scenarios 105.

  In the scenario 105, in order to provide an IVR service, a flow content indicating the progress of guidance is defined. The scenario 105 can be created by the service provider according to the system.

  FIG. 3 is a configuration diagram illustrating an example of the configuration of the scenario 105. In FIG. 3, the scenario 105 has a guidance description unit S10 in which guidance to be transmitted is described, such as <scene1>. In this guidance description section S10 (for example, <scene1>), for example, guidance data may be set, or guidance identification information indicating guidance to be sent may be set. In addition, when using guidance identification information, the guidance server 13 mentioned later also recognizes the guidance corresponding to guidance identification information.

  In the scenario 105, as shown in FIG. 3, guidance to be transmitted is determined according to user input. A hierarchical flow can be formed according to user input.

  Further, as shown in FIG. 3, the scenario 105 includes a URL setting function unit S12 that sets address information indicating an access destination of the WEB content according to the progress. For example, when creating the flow of the scenario 105, the service provider may set the access destination of the content provided to the user in the URL setting function unit S12. Note that the position of the URL setting function unit S12 is not particularly limited. For example, the URL setting function unit S12 can be arranged after determination of user input or can be arranged immediately before the guidance description unit S10.

  The URL management control unit 106 registers and manages information in which the user identification number, the destination service identification number, and the service URL are associated with each other in accordance with an instruction from the URL registration function unit 103. When the URL management control unit 106 receives an inquiry about the access destination of the content from the mobile phone 201, the URL management control unit 106 searches the TEL-WEB management DB 11 for a service URL corresponding to the user identification number (caller number), and the mobile phone 201. It is something to give to.

  The TEL-WEB management DB 11 is a database that manages user identification numbers, destination service identification numbers, and content URLs in association with each other. Thereby, the access destination of the content provided to the user according to the progress of the scenario 105 can be managed in association with the user identification number and the destination service number.

  If the access destination of the content provided to the user can be managed for each user, the access destination of the content is linked to identification information that can uniquely identify the user instead of the user identification number and the destination service number. May be managed.

  The IVR server 21 executes an IVR service. In this embodiment, a server including the guidance server 13 and the speech recognition / speech synthesis server 14 is referred to as an IVR server 21.

  The IVR server 21 transmits voice guidance to the user's mobile phone 201 in accordance with instructions from the WEB-IVR control server 10. The IVR server 21 receives a user input signal from the mobile phone 201, and gives the received user input signal to the WEB-IVR control server 10.

  The guidance server 13 transmits voice guidance instructed from the IVR control unit 101 to the mobile phone 201 or receives a push button (PB) signal selected by the user from the mobile phone 201.

  The voice recognition / speech synthesis server 14 receives a user's voice from the mobile phone 201, performs user voice recognition based on the received voice, and synthesizes voice guidance voice. It should be noted that existing speech recognition processing and speech synthesis processing can be applied to speech recognition processing and speech synthesis processing in the speech recognition / speech synthesis server 14. Further, when voice recognition or voice synthesis is unnecessary, it may not be provided.

  The content server 12 is a server that provides WEB content. The WEB content includes information provided to the user of the IVR service, and address information (for example, URL) is defined. This address information is set in the URL setting function unit S12 of the scenario 105. The content server 12 is a server having an address set in the URL setting function unit S12 of the scenario 105. Note that the content server 12 does not have to be a service provider server, and may be a WEB server operated by a third party such as a company, or may be distributed in a plurality.

(A-2) Operation of First Embodiment Next, processing in the call center system 1A of the first embodiment will be described with reference to the drawings. 4 and 5 are sequence diagrams illustrating the operation of the processing according to the first embodiment.

  First, the service provider creates WEB content that the user wants to display. Further, the content server 12 is provided with address information (for example, URL) that is an access destination of the created WEB content.

  For example, in the case of a store guidance IVR service, store information guide content for guiding store information and store map information content for guiding store map information are created. Then, in the content server 12, store information guide content <http://www.abc.com/shop-info.html> and store map information content <http://www.abc.com/shop-map.html > Are prepared.

  Further, the service provider provides the URL setting function unit S12 in the step of providing guidance in the scenario 105, and sets the URL of the created WEB content.

  For example, in the scenario 105 illustrated in FIG. 3, <http://www.abc.com/shop-info.html> is used as the step for running the store information guidance guidance, and <http: // // in the store map information guidance step. Set www.abc.com/shop-map.html>.

  In FIG. 4, the application for this service is started on the mobile phone 201 (S101). The application may always be started as a widget or a resident format, for example. Of course, the user may manually start the application for this service.

  When the application is activated, the voice-WEB control unit 211 starts monitoring the state of the voice communication unit 210 (S102).

  In the mobile phone 201, the voice communication unit 210 transmits a call signal based on the telephone number of the IVR service input by the user operation via the 3G network / telephone network 300 telephone switching system 10 to the WEB-IVR control server 10. (S103).

  In the WEB-IVR control server 10, the call control unit 100 receives an incoming call and performs call connection with the guidance server 13 and the speech recognition / speech synthesis server 14. Thereby, a call is established between the mobile phone 201 and the IVR server 21 (S104).

  In the WEB-IVR control server 10, the call control unit 100 acquires the user's caller number when receiving a call, and notifies the caller number to the scenario control unit 102 through the IVR control unit 101 (S105).

  If the caller number can be given to the scenario control unit 102, a method in which the IVR control unit 101 acquires the caller number directly from the mobile phone 201 may be used.

  When the scenario control unit 102 is notified of the user's caller number, the URL registration function unit 103 gives the user identification number (caller number) and the destination service identification number to the URL management control unit 106, and the TEL- The URL registration of the user in the WEB management DB 11 is initialized (S106).

  When the mobile phone 201 establishes a call with the IVR server 21 (S104), the IVR control unit 101 receives an instruction from the scenario control unit 102, performs IVR control on the IVR server 21, and starts the IVR service. (S107, S108).

  Thereby, voice guidance flows to the mobile phone 201, an input signal input by the user is given to the IVR server 21, and voice guidance corresponding to the user input signal flows to the mobile phone 201 again.

  FIG. 4 shows an example of scenario execution processing of the IVR service in S109 to S117.

  First, the scenario control unit 102 gives an instruction such as reproduction of voice guidance or waiting for user input to the IVR control unit 101 according to the contents of the scenario 105 (S109).

  In response to an instruction from the scenario control unit 102, the IVR control unit 101 instructs the guidance server 13 to reproduce voice guidance, or receives a DTMF (Dual-Tone Multi-Frequency) given from the user to the speech recognition / speech synthesis server 14. ) Or an instruction for voice recognition processing (S110). Upon receiving an instruction from the IVR control unit 101, the guidance server 13 reproduces a guidance file for voice guidance or a voice synthesis synthesized by the voice recognition / speech synthesis server 14 (S111).

  The cellular phone 201 returns the DTMF or the input voice input by the user to the IVR server (S112).

  When the IVR server 21 acquires the user's DTMF or input speech from the mobile phone 201, the speech recognition / speech synthesis server 14 analyzes the user's input signal and notifies the IVR control unit 101 of the input result (S113). The IVR control unit 101 notifies the scenario control unit 102 of the user input result and inquires about the next processing content (S114).

  The scenario control unit 102 refers to the content of the scenario 105, determines the next processing content according to the user input result, and instructs the IVR control unit 101 of the scenario content (S115). Further, the IVR control unit 101 instructs the IVR server 21 of the scenario contents (S116), and performs a process in which the IVR server 21 transmits voice guidance (S117).

  By repeating these steps, the user advances the voice IVR service along the scenario content.

  FIG. 5 is a sequence diagram for explaining processing when the URL setting function unit S12 is reached in the scenario 105 while the IVR service progresses.

  S201 to S206 in FIG. 5 are processes corresponding to S109 to S114 in FIG.

  In S207, when the scenario control unit 102 determines the scenario contents along the flow of the scenario 105 and reaches the URL setting function unit S12, the URL registration function unit 103 of the scenario control unit 102 displays the URL setting function unit S12. Read the URL set in.

  Then, the URL registration function unit 103 instructs the URL management control unit 106 to register the URL in association with the user identification number and the destination service identification number (S207). In response, the URL management control unit 106 registers the instructed URL as a service URL in the TEL-WEB management DB 11 in association with the user identification number and the destination service identification number (S208).

  FIG. 6 is an explanatory diagram illustrating an example of management information in the TEL-WEB management DB 11. As shown in FIG. 6, the TEL-WEB management DB 11 manages a user identification number, a destination service identification number, and a service URL in association with each other.

  In FIG. 6, the first line is the access to the WEB content to be provided for the user who uses the IVR service whose caller number is “user identification number: 09011112222” and “destination service identification number: 0120123456”. The destination indicates “service URL: http://www.abc.com/shop-map.html”.

  Depending on the configuration of the scenario 105, the URL may be registered multiple times for the same user. In that case, the URL management control unit 106 overwrites the service URL. By overwriting the URL in this way, it is possible to register the URL of the web content provided according to the progress of the scenario 105. For example, when the voice guidance is long, the user may disconnect the call. In that case, the WEB contents to be provided are not provided in order from the beginning, but the WEB contents registered in the URL immediately before disconnection can be provided.

  Thereafter, the scenario control unit 102 instructs the IVR control unit 101 about the scenario contents (S209), and the IVR control unit 101 instructs the IVR server 21 to play back guidance according to the instruction from the scenario control unit 102 (S210). The IVR server 21 reproduces the voice guidance according to the instruction (S211).

  The voice IVR service ends when the telephone is disconnected (S212). For example, when the user disconnects the telephone, or when the scenario ends, the telephone is disconnected from the server side.

  In the mobile phone 201, when the telephone is disconnected, the voice-WEB control unit 211 detects a change from the call state to the disconnected state (S213).

  When the voice-WEB control unit 211 detects the disconnection state, the voice-WEB control unit 211 creates a message including its own telephone number and the telephone number of the IVR service, and inquires the URL management control unit 106 about the access destination of the WEB content. (S214, S215).

  Here, the disconnection state is detected by the voice-web control unit 211 by monitoring the voice communication unit 210. For example, when disconnection cannot be detected by a general third generation (3G) mobile phone or the like. The inquiry processing for the address information of the WEB content may be started when a telephone call is made from an application of the mobile phone 201. In this case, it can be realized by a method of periodically polling until the address information is acquired.

  In the method of the first embodiment, the voice-WEB control unit 211 detects the disconnection state of the voice communication unit 210. That is, address information is queried when all calls made during application activation are disconnected. However, the target service number list of this service is registered in advance in the application, and the voice-WEB control unit 211 can address only when the disconnected destination service number is a number registered in the target service number list. Information inquiry may be performed. At this time, the target service number may not always be constant. In that case, the service number list can be dealt with by periodically downloading the service number list from the WEB-IVR control server 10 and updating it.

  When the WEB-IVR control server 10 receives an inquiry of address information from the mobile phone 201, the URL management control unit 106 receives a caller number (user identification number) and a call included in the received message from the TEL-WEB management DB 11. The service URL associated with the destination service identification number is searched.

  At this time, in the data managed by the TEL-WEB management DB 11, it is confirmed whether the caller number and the callee service identification number match. If they match, the service URL associated with the combination is checked. Is sent to the voice-WEB control unit 211 of the mobile phone 201 as address information of the WEB content (S216).

  On the other hand, if there is no registration that matches the combination of the sender number and the destination service identification number, or if there is no registration of the service URL even if they match, a notification to that effect is returned to the mobile phone 201. In that case, the mobile phone 201 ends the service as it is.

  In the cellular phone 201, when the voice-WEB control unit 211 acquires the URL address of the WEB content from the WEB-IVR control server 10, the WEB display unit 212 is activated (S217), and the WEB display unit 212 sets the acquired URL address. Access is made (S218), and the WEB ideograph 212 displays the screen of the WEB content (S219).

(A-3) Effects of First Embodiment As described above, according to the first embodiment, the following effects can be obtained.

  According to the first embodiment, the URL address of the content is set according to the content of the voice guidance, the URL address is automatically obtained from the mobile phone at the end of the voice guidance, and displayed on the screen. This makes it possible to provide information that is difficult to communicate to the user using pictures and photos.

  In addition, according to the first embodiment, even if a person who is not good at a WEB search with low IT literacy or a person unfamiliar with a mobile phone, after making a telephone call and conveying a message, the WEB of the click operation is performed as it is. Since the screen is displayed, it can be used easily.

  On the other hand, the following effects can also be obtained on the side of companies that provide IVR services.

  When a company provides a service by toll-free, the communication cost may be a burden on the company side. According to the first embodiment, a call using the IVR service is possible by switching to the WEB. The time can be shortened, and the call charge burden on the company side can be reduced.

  Similarly, if the call time can be shortened, the number of simultaneous lines can be reduced, and capital investment for the number of channels can be considered.

  In addition, if IVR cannot handle it, an inquiry will eventually be made to a person (operator), but by guiding to the operation on WEB, the number of connections to the operator can be reduced, and the efficiency of the operator response This also leads to cost reduction on the part of the company.

(B) Second Embodiment Next, the telephone system, a second embodiment of the center apparatus and audio response control program is described with reference to the present invention.

  The first embodiment exemplifies an embodiment in the case of providing WEB content held by the content server 12. In contrast, the second embodiment exemplifies an embodiment that provides scenario content along the progress of the scenario 105.

(B-1) Configuration of Second Embodiment FIG. 7 is an overall configuration diagram showing an overall configuration of a call center system of the second embodiment. In FIG. 7, the call center system 1 </ b> B of the second embodiment includes at least a center device 20, a 3G network / telephone network 300, a communication carrier network / Internet network 301, and a user terminal 200.

  In FIG. 7, as an example of the user terminal 200, a soft phone / IP phone terminal 202 is included in addition to the mobile phone 201. Softphone / IP phone terminal 202 has the same function as mobile phone 201.

  The center apparatus 20 includes at least a WEB-IVR control server 10, a TEL-WEB management database (DB) 11, a content server 12, a guidance server 13, a speech recognition / speech synthesis server 14, and scenario content 15. Since the scenario content 15 is provided, the content server 12 may not be provided.

  FIG. 8 is an internal configuration diagram showing an internal configuration of each component constituting the call center system 1B. 8, the WEB-IVR control server 10 includes a call control unit 100, an IVR control unit 101, a scenario control unit 102, a URL registration function unit 103, a scenario unit 104, a URL management control unit 106, and a history information recording database (DB). 107 and at least a history information management unit 108.

  The second embodiment is different from the first embodiment in that the center device 20 further includes a scenario content server 15, the WEB-IVR control server 10 includes a history information storage database (DB) 107, and a voice IVR. The point is that the input result input by the user at the time of service can be given to the content as history information.

  Therefore, hereinafter, the configuration of the scenario content server 15 and the internal configuration of the WEB-IVR control server 10 will be described in detail.

  The scenario content server 15 is a server that provides content (scenario content) corresponding to the flow of the scenario 105. The scenario content server 15 provides the content equivalent to the guidance content provided to the user by the IVR service as the WEB content.

  By providing the scenario content server 15, user input by PB or voice recognition in the voice IVR service can be acquired by clicking from the WEB screen or text input, and the voice guidance part is a display of text, images, etc. By presenting to the user side, it is possible to realize that the user receives the same service as the voice IVR.

  The history information storage DB 107 stores the user input result for each guidance in the voice IVR service as history information for each user.

  The history information storage DB 107 can use various methods as long as the user input result of each guidance can be stored for each user. You may make it memorize | store by matching. The user input result is stored for each guidance. For example, guidance identification information for identifying the guidance may be provided, and the guidance identification information may be managed in association with the guidance identification information.

  The history information management unit 108 manages the user history information stored in the history information storage DB 107 in association with the URL registration function unit 103 when the URL is registered. Thereby, the result inputted by the user with the voice IVR service can be given to the scenario content.

(B-2) Operation of Second Embodiment Next, processing in the call center system 1B of the second embodiment will be described with reference to the drawings.

  First, the service provider creates content displayed to the user. The scenario content server 15 is provided with address information (URL) of the content to be created.

  Here, FIG. 9 is an explanatory diagram illustrating the configuration of the scenario content. FIG. 9A shows the configuration of the scenario 105, and FIG. 9B shows the configuration of scenario content corresponding to the scenario 105.

  As shown in FIG. 9B, each content includes the content of each guidance in the scenario 105. Each content is given a URL indicating an access destination. This URL is set in the URL setting function unit S12 of the scenario 105.

  In FIG. 9A, in the scenario 105, the URL setting function unit S12 is positioned immediately before the guidance description unit S10 and the user input / input determination S11. That is, the URL setting function unit S12 is arranged between steps in the scenario 105.

  For example, “<URL1>” in FIG. 9B indicates address information of content. This “<URL1>” is set in the URL setting function unit S12 in FIG. 9A, and the content of the guidance described in “<Scene1>” immediately after that is “(URL1 content)”. included.

  The URL setting function unit S12 is located immediately before the guidance description unit S10 and the user input / input determination S11. It is possible to register a URL of content related to guidance when disconnected. That is, if the user accesses the URL, the web content related to the guidance at the time of disconnection can be displayed.

  Further, as shown in FIG. 9B, each content includes options corresponding to the user input requested by the voice IVR service. This option can be selected by clicking on the WEB screen. The URL of the next content is set in the option. Therefore, the user selects an option to link to the content including the next guidance content. That is, a service having the same content as the voice IVR service can be provided on the WEB screen.

  The processing operation of the second embodiment is basically the same procedure as the processing operation of the first embodiment illustrated in FIGS. 4 and 5. Therefore, the processing operation of the second embodiment will be described with reference to FIGS.

  In FIG. 4, the user activates an application on the mobile phone 201, calls the IVR server 21, and starts the IVR service in the same manner as in the first embodiment. As in the first embodiment, the WEB-IVR control server 10 also establishes a call between the IVR server 21 and the mobile phone 201, transmits voice guidance according to the scenario 105, and receives user input from the mobile phone 201. A signal is received (S101 to S117).

  In FIG. 5, in the WEB-IVR control server 10, the scenario control unit 102 determines the contents of the scenario 105 (S201 to S206).

  When the URL setting function unit S12 in the scenario 105 is reached, the URL registration function unit 103 of the scenario control unit 102 reads the URL set in the URL setting function unit S12, and the user identification number and the destination service identification number are read. The URL management control unit 106 is instructed to register the URL in association with the URL (S207).

  In accordance with the instruction from the URL registration function unit 103, the URL management control unit 106 associates the user identification number, the destination service identification number, and the URL (service URL) and registers them in the TEL-WEB management DB 11 (S208).

  Since there are a plurality of URL setting function units S12 in the scenario 105, when registering a plurality of URLs, the service URL is overwritten as in the first embodiment.

  The reproduced voice guidance is transmitted to the mobile phone 201 (S209 to S211), and a call disconnecting process is performed (S212).

  In 2nd Embodiment, the case where a user cuts in the middle state is not assumed, without implementing voice guidance to the last.

  In the mobile phone 201, when the user disconnects the call on the way, the voice-WEB control unit 211 detects the disconnection state of the voice communication unit 210 in the same manner as in the first embodiment (S213), and the URL management control unit An inquiry about the address information of the content is made to 106 (S214, S215).

  The URL management control unit 106 refers to the TEL-WEB management DB 11 to search for a service URL corresponding to the user identification number and the destination service identification number, and notifies the mobile phone 201 of the service URL as content address information. (S216).

  In the mobile phone 201, the voice-WEB control unit 211 activates the WEB display unit 212 (S217), accesses the acquired URL, acquires the WEB content, and displays the content on the WEB display unit 212 (S218). .

  Here, the “service URL” registered in the TEL-WEB management DB 11 is content address information related to the guidance when the user disconnects during the guidance. That is, the content of the step that has progressed to the point of disconnection by the user is displayed on the WEB display unit 212 of the mobile phone 201.

  For this reason, for example, a user who cannot wait for a long voice guidance and disconnects can continue the continuation on the WEB screen. In addition, for example, a user who has made a mistake in selecting a guidance does not start over from the beginning, but can return to the place where the selection was made on the WEB screen and start over.

  It should be noted that an input result input by the user with the voice IVR service can be given to the content of the system content server 15 as history information.

  For example, depending on the service content, the menu selection history result selected by the user with the voice IVR may be required.

  In such a case, for example, the WEB-IVR control server 10 records the history selected by the user during the voice IVR service, and the selection history result information is used as an option for the URL to be registered during the URL registration processing. By giving, it becomes possible to take over.

  The method is not particularly limited, and various methods can be widely applied.

For example, whenever the system control unit 102 receives a user input signal, the system control unit 102 stores the user input signal in the history information storage DB 107 for each user. When the URL registration function unit 103 registers the service URL, the history information management unit 108 assigns address information (URL) that is an access destination of the user's history information, and the address information of the history information is stored in the URL registration function. To part 103.

  Then, the URL registration function unit 103 instructs to register the service URL and the address information of the history information of the user in association with the user identification number and the destination service identification number. The TEL-WEB management DB 11 associates a user identification number, a destination service identification number, and a service URL, and assigns and manages address information of the user's history information as an option of the service URL.

(B-3) Effects of Second Embodiment As described above, according to the second embodiment, the following effects can be obtained in addition to the effects of the first embodiment.

  According to the second embodiment, a server capable of providing an IVR service on the WEB is prepared, and a URL address corresponding to each scene in the middle of the voice IVR service is set, so that the voice IVR service is disconnected halfway. Even then, it is possible to continue using the IVR service as the WEB service from the midway state.

  In addition, even when there are many selection menus or a long voice guidance, a list can be displayed on the screen, and for example, it is possible to convey information in an easy-to-understand manner using pictures and photos.

  Furthermore, with regard to the operation, the IVR service can be performed on the WEB by simply clicking on it from the WEB display unit (browser), and even if an incorrect selection is made, it is possible to easily return to the previous page. realizable.

(C) Third Embodiment Next, the telephone system, a third embodiment of the center apparatus and audio response control program is described with reference to the present invention.

  The third embodiment exemplifies an embodiment when the present invention is applied to a call center system in which an operator and a user make a call.

(C-1) Configuration of Third Embodiment FIG. 10 is an overall configuration diagram showing an overall configuration of a call center system of the third embodiment. FIG. 11 shows the internal configuration of each component of the call center system 1C of the third embodiment.

  In FIG. 10, the call center system 1 </ b> C of the third embodiment includes at least a center device 20, an operator terminal 400, a 3G network / telephone network 300, a telecommunications carrier network / Internet network 301, and a user terminal 200. . The 3G network / telephone network 300, the carrier network / Internet network 301, and the user terminal 200 are the same as those in the first embodiment.

  The center device 20 includes at least a WEB-IVR control server 16, a TEL-WEB management DB 11, and a content server 12. The TEL-WEB management DB 11 and the content server 12 are the same as those in the first embodiment.

  When receiving an incoming call from the mobile phone 201, the WEB-IVR control server 16 establishes a call between the operator terminal 400 and the mobile phone 201. The WEB-IVR control server 16 registers the address information of the content instructed from the operator terminal 400 in the TEL-WEB management DB 11 in association with the user identification number and the destination service identification number.

  As shown in FIG. 11, the WEB-IVR control server 16 includes at least a call control unit 100 and a URL management control unit 106.

  As in the first embodiment, the call control unit 100 establishes a call between the mobile phone 201 and the operator terminal 400 to realize a call.

  The URL management control unit 106 has an operator terminal interface 109 connected to the operator PC 401 of the operator terminal 400. The URL management control unit 106 receives address information of content input by an operator operation via the operator terminal interface 109. The URL management control unit 106 registers content address information in the TEL-WEB management DB 11 in association with the user identification number and the destination service identification number.

  The operator terminal 400 is a device operated by an operator. The operator terminal 400 has at least an operator PC 401 and an operator telephone device 402.

  The operator PC 401 is an operator operation terminal, and for example, a personal computer can be applied. The operator PC 401 is connected to the WEB-IVR control server 16 and has a user management operation function unit 403.

  The user management operation function unit 403 is a processing unit related to an operation service provided to the user by the operation of the operator. The user management operation function unit 403 is a function unit that enables an operation operation corresponding to each service.

  Further, the user management operation function unit 403 receives the operator's operation, inputs content address information, and notifies the WEB-IVR control server 16 of the content address information. Thereby, in the conversation with the user, the content that the operator should present to the user can be determined, and the address information of the content can be registered.

  The operator telephone device 402 is used by an operator for voice communication. For example, a fixed telephone, a mobile phone, an IP telephone, or the like can be applied. If voice communication is possible, the operator PC 401 may have a so-called softphone function.

(C-2) Operation of the Third Embodiment FIG. 12 is a sequence diagram showing processing in the call center system 1C of the third embodiment.

  First, an application is activated on the mobile phone 201 (S301). When the application is activated, the voice-WEB control unit 211 starts monitoring the state of the voice communication unit 210 (S302).

  The voice communication unit 210 makes a telephone call with the operator terminal 400 to the WEB-IVR control server 16 (S303). In the WEB-IVR control server 16, the call control unit 100 controls a call with the operator telephone device 402 to establish a call (S304).

  Note that as long as a call with the operator can be established, the present invention is not limited to a call request from the mobile phone 201. For example, a call request from the operator phone device 402 to the mobile phone 201 may be used. Good. Further, for example, it may be a transfer request (connection from voice guidance to an operator) from a voice IVR control unit (not shown).

  In the operator terminal 400, the operator PC 401 activates the user management operation function unit 403 in response to the operation of the operator who has established a call with the user. When the user management operation function unit 403 is activated, a user management operation screen is displayed on the screen of the operator PC 401 (S306). The operator performs operations by inputting information such as data obtained from the user who is talking while looking at the user management operation screen.

  The operator PC 401 acquires the user caller number acquired by the call control unit 100 in conjunction with the WEB-IVR control server 16 (S305, S307). The operator PC 401 holds the caller number of the user who is currently talking.

  When the operator wants to display WEB content on the user's mobile phone 201 during a call with the user, the operator selects the URL of the WEB content on the user management operation screen.

  Various methods can be applied to the method of selecting the URL of the WEB content. For example, a database storing various URLs of the WEB content is held in the operator PC 401 or a server (not shown) connected thereto. For example, a method in which the operator selects the URL of the WEB content retrieved from the database can be used. The URL of the WEB content is address information of various contents held in the content server 12.

  When the user selects a URL of the WEB content, the user management operation function unit 403 accesses the operator terminal interface 109 of the URL management control unit 106 and issues a registration instruction (S308).

  At this time, the user management operation function unit 403 gives a registration instruction by giving the URL management control unit 106 the sender number and destination service identification number of the user and the URL of the selected WEB content.

  The URL management control unit 106 registers the URL of the web content instructed for registration in the TEL-WEB management DB 11 in association with the sender number and the destination service identification number acquired from the user management operation function unit 403 (S309). ).

  The subsequent processing of S310 to S317 is the same as the processing of S212 to S219 of FIG. That is, when the call between the user and the operator ends, the voice-WEB control unit 210 of the mobile phone 201 detects the disconnection of the call, and the URL management control unit 106 of the WEB-IVR control server 16 sets the URL address of the WEB content. Acquire. When the mobile phone 201 acquires the URL address, the WEB display unit 212 accesses the URL and displays the WEB content.

(C-3) Effects of the Third Embodiment As described above, according to the third embodiment, the operator displays not only automatic voice guidance but also an inquiry to the operator. By specifying the desired WEB content, an image can be displayed on the user's mobile phone. As a result, it is possible to visually provide the user with information that is difficult to convey only by voice. In addition, guidance from the operator to web contents such as video and images can be provided in an easy-to-understand manner, and improvement of corporate services can be expected.

  Further, according to the third embodiment, for users who are not good at WEB search with low IT literacy, the user sets the URL address to be accessed by the operator without inputting the URL address. Thus, it is possible to use the WEB service without complicated operations.

(D) Other Embodiments (D-1) In the first to third embodiments described above, the case where the present invention is applied to a system in which information is provided by voice guidance or an operator is exemplified. However, the system to which the present invention can be applied is not limited to this.

  For example, a service for conducting a questionnaire by telephone is used for a TV program or the like, but the present invention can also be applied to this telephone questionnaire service. In this case, the content server can be operated as a questionnaire totaling server, and a questionnaire screen can be displayed on a WEB browser that is started after the end of the telephone call, and can be easily guided from the telephone to the WEB screen.

(D-2) Also, in the first to third embodiments, the case where a mobile phone is applied as a user terminal is exemplified, but other than that, it is used by an individual having a WEB browser function such as an IP phone or a so-called soft phone. It is also possible to apply a wide range of terminals. Furthermore, for example, by applying an automated device for a KIOSK terminal installed in a bank ATM or public facility in place of a user terminal, it can be used for various industries and services.

(D-3) In the first to third embodiments described above, the WEB-IVR server and the guidance server are described as separate systems, but the functions on the WEB-IVR server are realized on the guidance server. A system configuration in which a guidance server and a WEB-IVR server are integrated is also possible.

(D-4) The components of the center device and the user terminal can be realized by so-called software processing. For example, various functions of the center device and the user terminal can be realized by the CPU executing a processing program stored in the ROM.

1A, 1B, 1C ... call center system, 10 ... WEB-IVR control server,
11 ... TEL-WEB management database (DB), 12 ... Content server,
13 ... Guidance server, 14 ... Speech recognition / speech synthesis server,
15 ... Scenario content server, 200 ... User terminal, 201 ... Mobile phone,
300: 3G network / telephone network, 301: carrier network / Internet.

Claims (5)

In a telephone system that includes a user terminal and a center device and provides content stored in a content server to the user terminal that establishes a call with the center device.
The user terminal is
Voice communication means;
When the disconnection state of the voice communication means that performs voice communication with the center device is detected, the center device is inquired of the address information of the content with a message including a caller ID and a destination number. Information browsing control means for acquiring the address information;
Information browsing means for displaying the content based on the address information acquired by the information browsing control means,
The center device is
Center side voice communication means;
The address information of the content to be provided to the user is stored for each user in association with the sender number and the destination number in accordance with the content of the call proceeded between the center side voice communication means and the user terminal. Address information storage means;
When receiving an inquiry from the information browsing control means, the address information management control means searches the address information storage means for the address information of the content to be provided to the user and gives the searched address information to the information browsing control means. It has a door,
The center side voice communication means is
A guidance processing unit that transmits voice guidance to the user terminal and receives an input signal for the voice guidance from the user terminal;
A scenario control unit for receiving the input signal from the guidance processing unit and instructing the guidance processing unit the guidance content to be transmitted in accordance with a preset scenario;
An address information registration unit for storing address information of the content to be provided to a user in the address information storage unit according to the progress of the scenario that the scenario control unit proceeds;
Have
The scenario includes an address information setting unit that can set address information of the content to be provided to the user according to progress,
The telephone system , wherein the address information setting unit is set between a certain step and another step constituting the scenario . The center side voice communication means is an operator's operation terminal,
The telephone system according to claim 1, wherein the operation terminal stores address information of the content to be provided to a user in the address information storage unit in response to an operation of an operator. The information browsing means is configured to continuously perform processing after disconnection of the voice communication with the center device with the content server in response to a user operation. Item 3. The telephone system according to Item 1 or 2 . Center side voice communication means for performing voice communication with the user terminal;
An address that stores address information of content to be provided to the user in association with the caller number and the destination number for each user according to the content of the call proceeded between the center side voice communication means and the user terminal Information storage means;
When an inquiry about the address information of the content to be provided to the user terminal is received from the user terminal by a message including a sender number and a destination number, the address information of the content to be provided to the user from the address information storage means And address information management control means for giving the searched address information to the user terminal ,
The center side voice communication means is
A guidance processing unit that transmits voice guidance to the user terminal and receives an input signal for the voice guidance from the user terminal;
A scenario control unit for receiving the input signal from the guidance processing unit and instructing the guidance processing unit the guidance content to be transmitted in accordance with a preset scenario;
An address information registration unit for storing address information of the content to be provided to a user in the address information storage unit according to the progress of the scenario that the scenario control unit proceeds;
Have
The scenario includes an address information setting unit that can set address information of the content to be provided to the user according to progress,
The center apparatus , wherein the address information setting unit is set between a certain step and another step constituting the scenario . Computer
Center side voice communication means for performing voice communication with the user terminal,
An address that stores address information of content to be provided to the user in association with the caller number and the destination number for each user according to the content of the call proceeded between the center side voice communication means and the user terminal Information storage means,
When an inquiry about the address information of the content to be provided to the user terminal is received from the user terminal by a message including a sender number and a destination number, the address information of the content to be provided to the user from the address information storage means And function as address information management control means for giving the searched address information to the user terminal ,
The center side voice communication means is
A guidance processing unit that transmits voice guidance to the user terminal and receives an input signal for the voice guidance from the user terminal;
A scenario control unit for receiving the input signal from the guidance processing unit and instructing the guidance processing unit the guidance content to be transmitted in accordance with a preset scenario;
An address information registration unit for storing address information of the content to be provided to a user in the address information storage unit according to the progress of the scenario that the scenario control unit proceeds;
Have
The scenario includes an address information setting unit that can set address information of the content to be provided to the user according to progress,
The address information setting unit is set between a certain step and another step constituting the scenario.
A voice response control program.

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