JP6038367B1 - Contact support system, contact support method, and contact support program - Google Patents

Abstract

A service provider and the like support a user to contact a user at an appropriate time. A contact support server according to an embodiment of the present invention has a function of supporting contact with a user who is a user of a service provided by a service providing server. The contact support server 10 includes an information management unit 111 that manages user information including usage information of services provided by the user, and a day of the week / time zone for contacting the user for each day of the week / time zone based on at least the usage information. An aptitude level setting unit 112 for setting the aptitude level of the evaluator and a support information output unit 113 for outputting support information for assisting contact with the user based at least on the aptitude level for each set day of the week / time period. [Selection] Figure 1

Description

  The present invention relates to a system, method, and program for supporting contact with a user who uses a service.

  Conventionally, a user has inquired of a call center about an uncertain point regarding a service. If inquiries to the call center are concentrated, the operator may not be able to respond. Therefore, for example, Patent Document 1 discloses a call center system that can adjust a call-back time or the like when an operator cannot respond. In this system, when there is no empty operator terminal, the user is requested to input a time zone for which a callback is desired.

JP 2012-028833 A

  However, in the above-described conventional system, the user needs to input a desired time zone and the like, and there may be a user who feels this point complicated. In addition, although the service provider may want to contact the user regardless of whether there is an inquiry from the user, the system described above can only handle a callback for the inquiry. Therefore, even if the service provider attempts to contact the user, if the service provider overlaps with a time zone such as a busy time, the conversation often does not occur. In particular, if the service to be provided is for a business, if the contact with the user overlaps with a busy time, the business of the business may be hindered. As a result, the impression of the service may be deteriorated.

  An object of the present invention is to support a service provider or the like to contact a user at an appropriate time. Other objects of the present invention will become apparent by referring to the entire specification.

  A contact support system according to an embodiment of the present invention is a contact support system that supports contact with a user who uses a service, the information management unit managing user information including service use information by the user, and the use A setting unit configured to set an aptitude degree as a time zone for contacting the user for each time zone based on at least the information.

  According to this configuration, since the suitability level as the time zone for contacting the user is set for each time zone based on the service usage information by the user, the service provider or the like can contact the user at an appropriate time zone. Can help. In the present specification, the “degree of suitability” includes various information that can indicate the degree of suitability as a time zone for contacting the user. For example, the degree of aptitude includes a numerical value indicating the degree of aptitude and Boolean information indicating whether or not the aptitude is appropriate.

  In the above system, the time zone may be configured to include a combination with a day of the week. In this way, it is possible to set the suitability of communication for each combination of day of the week and time zone.

  Further, in the above system, the usage information includes information that can identify a time zone in which the user has performed the initial setting of the service, and the setting unit is a time zone in which the user has performed the initial setting of the service. Depending on the situation, the suitability may be increased. In this way, it is assumed that the time zone in which the initial setting of the service is executed is a time zone that the user can easily tolerate as the examination time for the service, etc., so that the suitability of such a time zone can be increased. . Here, “initial setting of service” includes registering an account in order to start using the service.

  Further, in the system, the usage information includes information that can specify a time zone in which a user installs a program for using the service, and the setting unit is a program for the user to use the service. The suitability may be increased according to the time zone in which the software is installed. In this way, the time zone in which the program for using the service is installed is assumed to be a time zone that the user can easily tolerate as the time for studying the service, etc., so the suitability of such time zone is increased. be able to.

  In the above system, the usage information includes information that allows a user to specify a time zone during which the setting of the usage environment of the service is performed, and the setting unit executes the setting of the usage environment of the service. It is also possible to increase the suitability according to the time zone. In this way, it is assumed that the time zone in which the service usage environment is set is a time zone that is easy for a user to accept as a time for studying the service. Can do.

  Further, in the above system, the usage information includes information capable of specifying a time zone when the user browsed the help information of the service, and the setting unit is a time zone when the user browsed the help information of the service. Depending on the situation, the suitability may be increased. In this way, it is assumed that the time zone in which the help information of the service is browsed is a time zone that the user can easily tolerate as the time for considering the service, etc. Therefore, the suitability of such time zone can be increased. . Here, the help information includes a help page and FAQ.

  In the above system, the user information includes a contact record to the user, and the setting unit sets the suitability degree for each time zone based on the contact record in addition to the usage information. It can also be configured. In this way, the suitability degree for each time zone can be set based on the service usage information and the contact record with the user.

  Further, in the above system, the user information includes information that can specify a time zone in which the user browsed the message, and the setting unit determines the suitability level according to the time zone in which the user browsed the message. It can also be configured so as to increase. By doing so, it is assumed that the time zone in which the user has viewed the message is a time zone that the user can easily tolerate as the study time for the service, etc. Therefore, the suitability of such time zone can be increased.

  In the above system, the user information includes a user's business type, and the setting unit is configured to set the suitability degree for each time zone based on the business type in addition to the usage information. You can also. In this way, it is possible to set the suitability for each time zone based on the service usage information and the user's business type.

  In the above system, the user information includes a user's area, and the setting unit is configured to set the suitability degree for each time zone based on the area in addition to the usage information. You can also. In this way, it is possible to set suitability for each time zone based on service usage information and the user's area.

  In addition, the system may further include an output unit that outputs support information that supports contact with the user based at least on the suitability degree for each set time period. In this way, it is possible to provide support information based on the suitability level for each time zone to a service provider or the like. In this case, the information management unit manages, for each user, the suitability degree for each time zone, and the output unit performs a time zone corresponding to a specific time point based at least on the suitability degree for each time zone. It is also possible to configure so that information on a plurality of users is output as at least part of the support information so that a user with higher aptitude is given priority. By so doing, it is possible to preferentially provide information regarding a user who has a high degree of suitability for a time zone corresponding to a specific time point.

  A contact support method according to an embodiment of the present invention is a contact support method for supporting contact with a user who uses a service by one or a plurality of computers, and manages user information including service use information by the user. And a step of setting suitability as a time zone for contacting the user for each time zone based on at least the usage information.

  According to this configuration, since the suitability level as the time zone for contacting the user is set for each time zone based on the service usage information by the user, the service provider or the like can contact the user at an appropriate time zone. Can help.

  A contact support program according to an embodiment of the present invention is a contact support program that supports contact with a user who uses a service, and manages user information including service use information by a user in one or a plurality of computers. A process and a process of setting an appropriateness degree as a time zone for contacting the user for each time zone based on at least the usage information.

  According to this configuration, since the suitability level as the time zone for contacting the user is set for each time zone based on the service usage information by the user, the service provider or the like can contact the user at an appropriate time zone. Can help.

  Various embodiments of the present invention assist a service provider or the like to contact a user at an appropriate time.

It is a block diagram which shows schematically the structure of the network containing the contact assistance server which concerns on one Embodiment of this invention. It is a flowchart which illustrates an aptitude degree setting process. It is a figure which illustrates the registration content of an aptitude degree information table. It is a figure which illustrates the content of the addition point management table. It is a figure which illustrates the content of the adjustment coefficient management table. It is a figure which illustrates a contact assistance screen.

 Hereinafter, embodiments of the present invention will be described with reference to the drawings.

  FIG. 1 is a configuration diagram schematically showing a configuration of a network including a contact support server 10 according to an embodiment of the present invention. The contact support server 10 has a function of supporting contact with a user who is a user of a service provided by the service providing server 30 (hereinafter sometimes referred to as “provided service”). The contact support server 10 is communicably connected to an operator terminal 20 installed in a call center via a communication network NW2 such as an in-house LAN, and the service providing server 30 is connected via a communication network NW1 such as the Internet. Is communicably connected. The contact support server 10 is an example of a device that implements the contact support system of the present invention.

  The contact support server 10 has a configuration as a general computer. Specifically, as shown in FIG. 1, the contact support server 10 exchanges information between a CPU 11, a main memory 12 configured by a DRAM or the like and temporarily storing data and programs, and a user. A user interface 13, a communication interface 14 that controls wired or wireless communication, and a storage 15 that is configured by a magnetic disk, a flash memory, or the like and stores data and programs. The CPU 11 reads a program stored in the storage 15 into the main memory 12 and executes instructions included in the program.

  The user interface 13 includes, for example, an information input device such as a keyboard, a mouse, and a touch panel, an audio input device such as a microphone, an image input device such as a camera, an information output device such as a display, and an audio output device such as a speaker. The communication I / F 14 is implemented as hardware such as a network adapter, various types of communication software, or a combination thereof.

  The storage 15 stores various data and programs for supporting contact with a user who uses a service provided by the service providing server 30. For example, the storage 15 contacts the user information table TA1 for managing user information related to the user of the provided service, and the combination of the day of the week and the time zone (hereinafter sometimes referred to as “day of the week / time zone”). A suitability level information table TA2 that manages the suitability level as a time zone for each of a plurality of users.

  The user information managed in the user information table TA1 includes usage information regarding use of the provided service. The usage information is provided by the user, for example, the day / time of the day when the user performed initial setting of the provided service (for example, account registration), the day / time of the installation of the application for the provided service by the user on the user terminal 40, and the user. Day of the week / time of day when the service itself was used, day of the week / time of day when the user set the usage environment for the service provided, day of week / time of day when the user browsed the help information (including help page and FAQ) for the provided service, including. Further, the usage information may include a day of the week and a time zone when a specific page other than the help information is browsed. In the present embodiment, the usage support information can be acquired by the contact support server 10 from the service providing server 30 and registered in the user information table TA1. Alternatively, the contact support server 10 may acquire the usage information from the user terminal 40 (for example, via a service providing application installed in the user terminal 40) and register it in the user information table TA1. it can.

  In addition to the usage information described above, the user information managed in the user information table TA1 is a result of contact with the user and a message (for example, an e-mail) transmitted to the user by the user (for example, opening). Day of the week / time zone, the user's type of business, and the user's area (for example, the area to which the user uses the service provided, for example, the area to which the base belongs). The contact result to the user includes, for example, a contact means (telephone, e-mail, visit, etc.), a contact day / time zone, and success / failure of the dialog with the user.

  As shown in FIG. 1, the contact support server 10 executes an instruction included in a program stored in the storage 15 or the like so that the information management unit 111, aptitude level setting unit 112, and support information output, as shown in FIG. 1. It functions as the unit 113. The information management unit 111 manages various pieces of information necessary to support contact with the user. For example, the information management unit 111 manages (registers, updates, and deletes) information in the user information table TA1 and the aptitude level information table TA2. The aptitude level setting unit 112 executes a process related to the setting of the aptitude level as a day of the week / time zone for contacting the user. For example, the aptitude degree setting unit 112 sets the aptitude degree for each day of the week / time zone based on the information in the user information table TA1, and registers the set aptitude degree in the aptitude degree information table TA2. The support information output unit 113 executes processing related to output of support information that supports contact with the user. For example, the support information output unit 113 transmits support information based on information in the aptitude degree information table TA2 to the operator terminal 20 or the like.

  The operator terminal 20 has a configuration as a general computer, like the contact support server 10. The operator terminal 20 is configured as, for example, a personal computer, a smartphone, a tablet terminal, or a wearable device. The operator terminal 20 displays various screens with communication with the contact support server 10 via an installed web browser or other application.

  Similar to the contact support server 10, the service providing server 30 has a configuration as a general computer. The service providing server 30 provides a providing service to the user of the user terminal 40 that is communicably connected via the communication network NW1. The service providing server 30 executes various processes in response to requests from the user terminal 40 and transmits data (including data for displaying a screen) according to the result of the process to the user terminal 40.

  Similar to the contact support server 10, the user terminal 40 has a configuration as a general computer. The user terminal 40 is configured as, for example, a personal computer, a smartphone, a tablet terminal, or a wearable device. The user terminal 40 displays a screen for the user to use the provided service, with communication with the service providing server 30 via a web browser or an application for the provided service. The user can make initial settings, use environment settings, browse help information, etc., in addition to using the provided service itself, via the screen.

  In the embodiment of the present invention, the type of service provided by the service providing server 30 is not particularly limited, and includes, for example, services for business operators (for example, POS cash register service, accounting software service, etc.).

  Next, the operation of the communication support server 10 of the present embodiment configured as described above will be described. FIG. 2 is a flowchart illustrating an aptitude level setting process that the contact support server 10 executes regularly (for example, every day). This aptitude level setting process is a process for setting the aptitude level for each day of the week / time period for each of a plurality of users. In the aptitude level setting process, first, as shown in FIG. 2, the aptitude level setting unit 112 acquires user information from the user information table TA1 (ST100).

  Based on the acquired user information, the aptitude level setting unit 112 sets aptitude levels for each of the plurality of users for each day of the week and time zone (ST102), and ends the aptitude level setting process. The set aptitude degree is registered in the aptitude degree information table TA2. FIG. 3 illustrates the registered contents of the aptitude level information table TA2. The example of FIG. 3 shows registration contents corresponding to one user. As shown in FIG. 3, in the aptitude level information table TA2, a value indicating the aptitude level is set for each combination of day of the week and time zone. In this example, the time zone is set in units of one hour, but the time zone setting unit is not limited to this, and the time zone can be set in an arbitrary length.

  The suitability degree of the present embodiment is configured as a point indicating that the suitability degree as a day of the week / time zone for contact is higher as the numerical value is larger. Therefore, in the example of FIG. 3, for example, the aptitude degree is set to 70 points on Monday, and the aptitude degree of Monday at 10:00 is the highest, followed by Tuesday at 10:00 hours (60 points), Wednesday The suitability of the 10:00 time zone (55 points) is high.

  In the present embodiment, the aptitude level is set by (1) adding points corresponding to the user's behavior and (2) multiplying the adjustment coefficient according to the user's business type and region. FIG. 4 illustrates (1) the contents of an addition point management table used for addition of points corresponding to user actions. The addition point management table is stored in the storage 15, for example.

  As illustrated in FIG. 4, the addition point management table manages the number of points to be added to the aptitude degree in association with the user's behavior. In the example of FIG. 4, 50 points are set for the action of executing the initial setting of the provided service, and 50 points are set for the action of installing the application for the provided service. 30 points are set for the action of browsing, 30 points are set for the action of setting the usage environment of the provided service, and 10 for the action of opening an e-mail from the service provider. Points are set. The aptitude level setting unit 112 identifies the day of the week / time zone in which the action managed in the point management table is performed based on the user information, and corresponds to the aptitude degree of the identified day of the week / time zone. Add the number of points.

  Here, the above-mentioned behavior managed in the addition point management table can also be said to be a prior behavior for using the service, and the day of the week and the time zone spent for such a behavior are examined by the user. It can be said that it is a day of the week / time zone that is easily tolerated as time. Therefore, increasing the aptitude of the day of the week / time when such an action is performed (adding points) improves the reliability of the aptitude. Further, the number of points to be subtracted may be set in the addition point management table. For example, it is assumed that the user is busy during the day and time of the day when the user uses the provided service itself (for example, the accounting process and the table reservation process in the POS cash register service are executed). For the day of the week / time zone, the number of corresponding points may be subtracted to reduce the suitability.

  FIG. 5 illustrates the contents of an adjustment coefficient management table used for (2) multiplication of an adjustment coefficient according to the user's business type and region. As shown in FIG. 5, the adjustment coefficient management table manages adjustment coefficients for each combination of day of the week and time zone. This adjustment coefficient is a coefficient that (1) multiplies the aptitude obtained by adding points corresponding to the user's behavior. In the example of FIG. 5, for example, an adjustment coefficient 1.2 that adjusts the degree of aptitude is set in the time zone at 8-11 o'clock on Monday, and in the time zone at 15-18 o'clock on Tuesday, An adjustment coefficient of 0.9 is set for adjusting the aptitude degree to be lowered.

  Here, the adjustment coefficient management table is set for each specific industry and each specific region. In other words, the adjustment coefficient management table has an adjustment coefficient management table for each industry such as a restaurant table and a clothing store table, and an adjustment coefficient management table for each area such as a metropolitan area table and a central area table. To do. The aptitude level setting unit 112 identifies the user's business type and region based on the user information, and performs adjustment coefficient multiplication using an adjustment coefficient management table corresponding to the specified business type and region. As a result, it is possible to achieve the aptitude degree in consideration of the characteristics of the industry and the region.

  In the present embodiment, the suitability may be further adjusted based on the contact record with the user. For example, the aptitude degree corresponding to the day of the week / time of the contact is adjusted according to the success or failure of the dialogue with the user (for example, when the dialogue with the user is successful in the contact record, a predetermined number of points are set. It is also possible to add them and subtract a predetermined number of points if the dialogue with the user has failed. The aptitude degree setting method described above is an exemplification, and aptitude levels can be set by applying various setting methods in the embodiment of the present invention.

  FIG. 6 illustrates a contact support screen 50 displayed on the operator terminal 20. The contact support screen 50 is displayed based on information transmitted from the support information output unit 113 of the contact support server 10 in response to a request from the operator terminal 20. As shown in the figure, the contact support screen 50 has a user list display area 52 that displays a list of information related to the user. The current time is displayed in the upper left corner of the screen, and the user list display area 52 has an upper side. The time zone corresponding to the current time is displayed.

  The user list display area 52 is configured to preferentially display users who have a high suitability level for the day of the week / time corresponding to the combination of the current day of the week and time. Specifically, information related to a plurality of users is displayed in the user list display area 52, sorted in descending order using the aptitude degree of the day / time zone corresponding to the current date and time as a key. The displayed information about the user includes basic information of the user (for example, name, contact information, etc.) and aptitude level.

  An operator who operates the operator terminal 20 can know a user with high aptitude corresponding to the current time by referring to the user list display area 52 of the contact support screen 50. For example, the operator contacts the user specified by referring to the contact support screen 50 by using a telephone or the like in a time zone where there are few inquiries from the user. Note that the contact support screen 50 may be configured so that the reference time point can be changed from the current time point to another time point. For example, when the operator designates a specific time point (for example, a specific future time), it is possible to preferentially display a user having a high suitability level for the day of the week / time zone corresponding to the specific time point.

  Here, the contact support screen 50 illustrated in FIG. 6 can be displayed on a device other than the operator terminal 20, for example, can be displayed on a terminal device owned by a sales staff of a service provider. The information displayed on the contact support screen 50 is an example of support information according to the embodiment of the present invention, and various information based on the aptitude level information table TA2 can be included in the support information.

  The contact support server 10 according to the embodiment of the present invention described above includes an information management unit 111 that manages user information including use information of a service provided by a user, and at least based on the use information for each day of the week / time period. And a setting unit 112 that sets an aptitude degree as a day of the week / time zone for contacting the user. Therefore, the contact support server 10 supports the service provider and the like to contact the user at an appropriate day of the week / time zone based on the suitability set based on the usage information.

  In the embodiment described above, the aptitude level and the like are set in units of combinations of day of the week and time zone, but may be configured in units of time zone without considering the day of the week.

  DESCRIPTION OF SYMBOLS 10 ... Contact support server, 111 ... Information management part, 112 ... Aptitude degree setting part, 113 ... Support information output part, 20 ... Operator terminal, 30 ... Service provision server, 40 ... User terminal, 50 ... Contact support screen, TA1 ... User information table, TA2 ... Aptitude level information table.

Claims (10)

A contact support system for supporting contact with a user who uses a service,
An information management unit for managing user information including service usage information by a user;
A setting unit that sets an aptitude degree as a time zone for contacting the user for each time zone based on at least the usage information;
The usage information includes a time zone in which the user has performed initial setting of the service, a time zone in which the user has installed a program for using the service, a time zone in which the user has performed setting of the usage environment of the service, or , Including information that can identify at least one of the time zones when the user browsed the help information of the service,
The information management unit acquires the usage information from a service providing server that provides the service or a user terminal of a user that uses the service,
The setting unit is a time zone in which the user has performed an initial setting of the service, a time zone in which the user has installed a program for using the service, and the user uses an environment for the service. The degree of suitability is increased according to the time zone in which the setting was executed or the time zone in which the user browsed the help information of the service,
Contact support system. The time zone includes a combination with a day of the week,
The communication support system according to claim 1. The user information includes a contact record to the user,
In addition to the usage information, the setting unit sets the suitability degree for each time zone based on the contact record.
The communication support system according to claim 1 or 2 . The user information includes information that can specify a time zone when the user viewed the message,
The setting unit increases the suitability according to the time zone in which the user has viewed the message.
Claims 1 to 3 or contact support system. The user information includes a user's business type,
The setting unit sets the suitability degree for each time zone based on the business type in addition to the usage information.
Claims 1 to 4 either contact support system. The user information includes a user's area,
The setting unit sets the suitability degree for each time zone based on the region in addition to the usage information.
Claims 1 to 5 or contact support system. An output unit that outputs support information that supports contact with the user based at least on the suitability level for each set time period;
Either contact support system according to claim 1 to 6. The information management unit manages the suitability for each user for each time zone,
The output unit outputs information on a plurality of users to at least the support information so that priority is given to a user having a higher aptitude in a time zone corresponding to a specific time point based at least on the aptitude for each time zone. Output as part,
The communication support system according to claim 7 . A contact support method for supporting contact with a user who uses a service by one or a plurality of computers,
Managing user information including service usage information by the user;
Setting the suitability as a time zone to contact the user for each time zone based on at least the usage information,
The usage information includes a time zone in which the user has performed initial setting of the service, a time zone in which the user has installed a program for using the service, a time zone in which the user has performed setting of the usage environment of the service, or , Including information that can identify at least one of the time zones when the user browsed the help information of the service,
The managing step acquires the usage information from a service providing server that provides the service or a user terminal of a user that uses the service,
The setting step is a time zone in which the user has performed initial setting of the service, a time zone in which the user has installed a program for using the service, and the user uses the service. The degree of suitability is increased according to the time zone in which the environment setting is executed, or the time zone in which the user browses the help information of the service,
Contact support method. A contact support program for supporting contact with a user who uses a service,
On one or more computers,
A process for managing user information including service usage information by the user;
Based on at least the usage information, for each time zone, setting the suitability as a time zone to contact the user,
The usage information includes a time zone in which the user has performed initial setting of the service, a time zone in which the user has installed a program for using the service, a time zone in which the user has performed setting of the usage environment of the service, or , Including information that can identify at least one of the time zones when the user browsed the help information of the service,
The management process acquires the usage information from a service providing server that provides the service or a user terminal of a user that uses the service,
The setting process is a time zone in which the user has performed initial setting of the service, a time zone in which the user has installed a program for using the service, and the user uses the service. The degree of suitability is increased according to the time zone in which the environment setting is executed, or the time zone in which the user browses the help information of the service,
Contact support program.

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