JP6100326B2 - Automatic voice response system - Google Patents

Description

  The present invention relates to an automatic voice response system.

  2. Description of the Related Art Conventionally, in a call center, an automatic voice response (Interactive Voice Response, IVR) that automatically performs voice guidance is known in order to respond to many inquiries from customers while saving operator resources.

  In recent years, as portable terminals having not only a voice call function but also a browser function have become widespread, automatic voice corresponding to inquiries from customers by providing visual information such as Web page screens in addition to voice information by IVR A response system is used.

  For example, Patent Document 1 discloses a telephone system including a user terminal and an automatic voice response system. In this telephone system, the automatic voice response system outputs a guidance voice indicating the question and answer options to the user terminal, and the user terminal transmits a push button signal corresponding to the options to the automatic voice response system by the user's operation. , IVR progresses. When the information browsing control means of the user terminal detects the disconnection of the voice call, it inquires of the automatic voice response system about the address information of the Web content, acquires the address information, and uses the Web content based on the address information as the user. Display on the terminal.

Japanese Patent Laid-Open No. 2015-29334

  However, in the telephone system disclosed in Patent Document 1, the user must operate by relying only on the voice information of the guidance voice provided from the automatic voice response system until Web content is acquired. In this case, it is necessary to listen to the guidance voice to the end in order to grasp the question content and answer options, which takes time. In addition, while listening to the guidance voice, the user may miss the question content or answer options or may make a mistake.

  Accordingly, the present invention provides an automatic voice response system that makes it easy to grasp guidance contents and arrive at desired information more quickly by linking voice information based on IVR and a terminal support application that is visual information. The purpose is to provide.

  An automatic voice response system according to the present invention includes a storage unit that stores terminal information including whether or not a support application is used, and a support application in a terminal from terminal information stored in the storage unit when there is an incoming call from the terminal. If the support app is available, an auxiliary server that outputs a support app start signal and a voice prompting the support app to start when the support app start signal is input An auxiliary voice response server that outputs a voice instruction to the automatic voice response server when receiving a transition signal indicating that the screen of the support application displayed on the terminal has transitioned. The automatic voice response server outputs voice corresponding to the screen after transition to the terminal when a voice instruction is input from the auxiliary server. To.

  In the above automatic voice response system, the automatic voice response server determines the user's questions by performing voice recognition processing on the voice information of the user received from the terminal that has established a call with the automatic voice response server. The auxiliary server preferably transmits, to the terminal, a display instruction for causing the terminal to display a screen in accordance with the user's questions determined by the automatic voice response server among the screens of the support application.

  In the above automatic voice response system, the auxiliary server determines whether the support application is activated on the terminal, and displays a start instruction to activate the support application when the support application is not activated on the terminal. It is preferable to transmit to the terminal together.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to provide the automatic voice response system which is easy to grasp | ascertain the content of guidance, and can arrive at desired information in a short time.

It is a schematic diagram for demonstrating the outline of the process based on the audio | voice information from the user in the automatic voice response system 3. FIG. It is a schematic diagram for demonstrating the outline of the process by guidance voice guidance in the automatic voice response system. It is a figure which shows an example of schematic structure of the automatic voice response communication system. 2 is a diagram illustrating an example of a schematic configuration of a mobile terminal 2. FIG. It is a figure which shows an example of schematic structure of the IVR server. 2 is a diagram illustrating an example of a schematic configuration of a support server 5. FIG. 2 is a diagram illustrating an example of a schematic configuration of a notification server 10. FIG. It is a figure which shows an example of the hierarchical structure of a guidance screen. It is a figure which shows an example of a guidance screen. It is a figure which shows an example of the data structure of a terminal information table. It is a figure which shows an example of the operation | movement sequence of a call establishment process and an application utilization presence determination process. It is a figure which shows an example of the operation | movement sequence of the display process of a guidance screen. It is a figure which shows an example of the operation | movement sequence of the output process of a guidance audio | voice. (A) is the figure which showed an example of the output of the guidance audio | voice at the time of IVR start, (b) is the figure which showed an example of the audio | voice of a user's question, (c) is an application starting decision time (D) is a diagram showing an example of an activation selection screen, (e) is a diagram showing an example of a guidance screen, and (f) is a diagram showing an example of the guidance voice output of FIG. It is a figure which shows an example of the guidance screen after a transition. It is a figure which shows another example of a guidance screen. (A) is a figure which shows an example of the guidance screen which can select chat or a telephone call with an operator, (b) is a figure which shows an example of a chat screen, (c) is an example of a call reservation screen (D) is a figure which shows an example of a reservation acceptance screen.

  Hereinafter, various embodiments of the present invention will be described in detail with reference to the accompanying drawings. However, it should be noted that the technical scope of the present invention is not limited to these embodiments, and extends to the invention described in the claims and equivalents thereof.

  FIG. 1 is a schematic diagram for explaining an outline of processing based on voice information from a user in the automatic voice response system 3.

  The automatic voice response system 3 includes an IVR server 4, a support server 5, and a database 6. The automatic voice response system 3 is connected to the portable terminal 2 via a voice communication network and a data communication network.

  A support application for visually assisting automatic voice guidance provided by the IVR server 4 is installed in the mobile terminal 2. The support application is an application for selecting and browsing a desired guidance screen from a plurality of guidance screens indicating information on communication services and information on how to use the mobile terminal. The respective guidance screens form a hierarchical structure, and the user can change the displayed guidance screen along the hierarchical structure by operating the operation unit of the mobile terminal 2. The database 6 stores information indicating whether the support application is installed in the mobile terminal 2 in addition to the telephone number and the user ID in association with the terminal ID of the mobile terminal 2.

  When there is an incoming call from the mobile terminal 2, the IVR server 4 refers to the terminal information stored in the database 6 and determines whether a support application is installed in the mobile terminal 2. When the user's voice data is received from the portable terminal 2 with which a call has been established with the IVR server 4, the IVR server 4 performs a voice recognition process on the received user's voice data to determine the user's questions. .

  For example, when the user asks “How is the phone operation method?”, The IVR server 4 performs voice recognition processing on the received voice data of the user, and the user question is “the phone operation method”. judge. The IVR server 4 transmits the voice recognition processing result including the determined user questions to the support server 5.

  The support server 5 transmits to the portable terminal 2 via the notification server 10 a display instruction for causing the portable terminal 2 to display a guidance screen according to the user's questions. The portable terminal 2 displays a guidance screen according to the user's questions based on the received display instruction. For example, when the support application has a hierarchical structure as shown in FIG. 8, if the user's question is determined to be “00 phone operation method”, the mobile terminal 2 immediately below the “operation method” guidance screen. Display the guidance screen of “00 phone” belonging to the hierarchy.

  As described above, in the automatic voice response system 3, the IVR server 4 performs a voice recognition process on the user's voice data received from the portable terminal 2 with which a call has been established with the IVR server 4, thereby asking the user questions. Configured to determine. In the automatic voice response system 3, the support server 5 is configured to transmit to the portable terminal 2 a display instruction for causing the portable terminal 2 to display a guidance screen according to the user's questions.

  This frees the user from answering the guidance voice questions sequentially. In the case of IVR with only voice information, first of all, the question from the automated voice response system, such as “What is your business?” And “Confirm the contract details is 1, the operation method is 2, the options are A guidance voice of an answer option such as “3 ....” is output. In order to select the “operation method”, the user operates the terminal and transmits, for example, a push button signal “2” to the automatic voice response system. The steps of outputting the guidance voice and selecting the answer by the user as described above are repeated a predetermined number of times until the user reaches the target information.

  However, according to the above configuration of the automatic voice response system 3, the guidance screen corresponding to the user's questions is directly displayed on the portable terminal 2 without following the hierarchical structure according to the user's voice data. For example, in the case of the hierarchical structure shown in FIG. 8, the hierarchical structure is not sequentially traced as “top”, “operation method”, “00 phone”, but directly from “top” as indicated by arrow A. A transition is made to the “OO phone” hierarchy, and a guidance screen of “OO phone” is displayed on the mobile terminal 2. Therefore, the user can display desired information on the portable terminal 2 by a simple operation without sequentially answering the questions of the guidance voice.

  Second, the user is freed from sequentially changing the guidance screen of the support application. The user can display desired information on the portable terminal 2 by changing the guidance screen of the support application without using the guidance voice from the IVR server 4. However, in the case of only the visual information of the support application, it is necessary to sequentially shift the guidance screen in such a manner that “top” is followed by “operation method”, then “00 phone”, and so on.

  However, as described above, according to the configuration of the automatic voice response system 3, a guidance screen corresponding to the user's questions is directly displayed on the mobile terminal 2 by the user's voice data. Therefore, the user can display desired information on the portable terminal 2 by a simple operation without sequentially changing the guidance screen of the support application.

  FIG. 2 is a schematic diagram for explaining the outline of the guidance voice-driven process in the automatic voice response system 3.

  When the guidance screen displayed on the portable terminal 2 transitions, the portable terminal 2 outputs a transition signal indicating that the guidance screen has transitioned to the support server 5. For example, when the “operation method” guidance screen is displayed by selecting the “operation method” option on the “top” guidance screen, the mobile terminal 2 outputs a transition signal to the support server 5. .

  When the support server 5 receives the transition signal, the support server 5 transmits to the IVR server 4 a voice instruction for outputting a guidance voice corresponding to the guidance screen after the transition to the mobile terminal 2. When receiving the voice instruction, the IVR server 4 outputs the guidance voice corresponding to the guidance screen after the transition to the mobile terminal 2.

  For example, a plurality of model names are displayed as options on the “operation method” guidance screen. When the display of the portable terminal 2 transitions to the “operation method” guidance screen, a guidance voice prompting the user to select a model name is output as the guidance voice corresponding to the guidance screen after the transition. At this time, the model name as an option is displayed on the “operation method” guidance screen. Therefore, the user can check the model name as an option by browsing the “Operation Method” guidance screen, even if the option is not included in the guidance voice, or even if the user does not hear the option voiced by the guidance voice. Then, a desired model name can be selected.

  As described above, in the automatic voice response system 3, when the support server 5 receives a transition signal indicating that the guidance screen displayed on the mobile terminal 2 has changed from the mobile terminal 2, the support server 5 sends a voice instruction to the IVR server 4. Configured to output. In the automatic voice response system 3, the IVR server 4 is configured to output the guidance voice corresponding to the guidance screen after the transition to the portable terminal 2 when a voice instruction is input from the support server 5.

  As a result, the user is less likely to make a mistake in selecting an answer to the guidance voice. That is, in the case of IVR with only voice information, for example, when a guidance voice of an answer option “Confirm contract content is 1, operation method is 2, option is 3,... You may miss the part of the desired “operation method”. Alternatively, the user may mistaken “operation method” as “settlement method”. It is difficult for the user to correctly select a desired answer when such missed or missed hearing occurs.

  However, according to the above configuration of the automatic voice response system 3, when the guidance screen displayed on the mobile terminal 2 transitions, the user can first confirm the options displayed on the guidance screen after the transition as visual information. . For example, when a transition is made from the “top” guidance screen to the “operation method” guidance screen, a plurality of model names are displayed as options on the “operation method” guidance screen, and the user can use these model names as visual information. Can be recognized as. Next, the automatic voice response system 3 outputs a guidance voice prompting the user to select a model name. At this time, since options are displayed as visual information on the guidance screen, the user can select a desired answer without making a mistake.

  FIG. 3 is a diagram illustrating an example of a schematic configuration of the automatic voice response communication system 1.

  The automatic voice response communication system 1 includes a mobile terminal 2, an automatic voice response system 3, and a notification server 10. The automatic voice response system 3 includes an IVR server 4, a support server 5, and a database 6. The database 6 stores a terminal information table to be described later.

  In the automatic voice response communication system 1, the base station 7 is arranged so as to manage a radio zone covering the area, and the mobile terminal 2 in the area performs radio communication with the base station 7. The base station 7 is connected to a switching network (not shown) via a wireless network control device (not shown). The exchange network is connected to a voice communication network 8 such as a fixed telephone network and a data communication network 9 such as the Internet. The database 6, the IVR server 4 and the support server 5 are connected to each other by an intranet (not shown). The intranet is connected to the voice communication network 8 and the data communication network 9. The notification server 10 is connected to the data communication network 9.

  FIG. 4 is a diagram illustrating an example of a schematic configuration of the mobile terminal 2.

  The mobile terminal 2 is an example of a terminal, and is, for example, a multi-function mobile phone (so-called “smart phone”), which enables connection to the voice communication network 8 and the data communication network 9, execution of a predetermined application program, and the like. For this purpose, the mobile terminal 2 includes a terminal communication unit 201, a terminal storage unit 202, an operation unit 203, a display unit 204, a microphone 205, a speaker 206, and a terminal processing unit 210. The mobile terminal 2 may be a communication device having a communication function, and may be a mobile information terminal (Personal Digital Assistant, PDA), a mobile game machine, a mobile music player, a tablet PC, or the like.

  The terminal communication unit 201 includes a communication interface circuit including an antenna mainly having a sensitivity band of 2.1 GHz band, and connects the mobile terminal 2 to the voice communication network 8 and the data communication network 9. The terminal communication unit 201 establishes a radio signal line by a CDMA (Code Division Multiple Access) method or the like with the base station 7 via a channel assigned by the base station 7, and performs radio communication with the base station 7. I do. Then, the terminal communication unit 201 supplies the data received from the base station 7 to the terminal processing unit 210. In addition, the terminal communication unit 201 transmits the data supplied from the terminal processing unit 210 to the base station 7.

  The terminal storage unit 202 includes, for example, a semiconductor memory. The terminal storage unit 202 stores a driver program, an operating system program, an application program, data, and the like used for processing in the terminal processing unit 210. For example, the terminal storage unit 202 stores a mobile phone communication device driver program that controls the terminal communication unit 201 and an input device driver program that controls the operation unit 203 and the microphone 205 as driver programs. Further, the terminal storage unit 202 stores an output device driver program for controlling the display unit 204 and the speaker 206 as a driver program. The terminal storage unit 202 stores a mobile phone connection control program and the like as an operating system program. Further, the terminal storage unit 202 stores a web browser program or the like that acquires and displays a web page as an application program. The computer program may be installed in the terminal storage unit 202 from a computer-readable portable recording medium using a known setup program or the like. Examples of the computer-readable portable recording medium include a CD-ROM (compact disk read only memory) and a DVD-ROM (digital versatile disk read only memory).

  Further, the terminal storage unit 202 stores a support application as an application program. The support application is an application program for browsing a plurality of guidance screens corresponding to the guidance voice provided by the IVR server 4. The plurality of guidance screens form a hierarchical structure, and can be changed from one guidance screen to another guidance screen by a user operation. The configuration of the support application such as the content of the guidance screen and the hierarchical structure may be different depending on the version information described later. Further, the terminal storage unit 202 may temporarily store temporary data related to a predetermined process.

  The operation unit 203 may be any device as long as the operation of the mobile terminal 2 is possible, and is, for example, a touch panel type input device, a keypad, or the like. The user can input letters, numbers, and the like using this device. The operation unit 203 receives a user instruction, generates a signal corresponding to the received instruction, and outputs the signal to the terminal processing unit 210.

  The display unit 204 may be any device as long as it can output a moving image, a still image, and the like, such as a touch panel display device, a liquid crystal display, and an organic EL (Electro-Luminescence) display. The display unit 204 displays a moving image corresponding to the moving image data supplied from the terminal processing unit 210, a still image corresponding to the still image data, and the like.

  The microphone 205 converts the user's voice into an electrical signal as voice data. The speaker 206 converts an electrical signal as audio data and outputs audio.

  The terminal processing unit 210 includes one or a plurality of processors and their peripheral circuits. The terminal processing unit 210 controls the overall operation of the mobile terminal 2 and is, for example, a CPU (Central Processing Unit). The terminal processing unit 210 includes a terminal communication unit 201 and an operation unit 203 so that various processes of the mobile terminal 2 are executed in an appropriate procedure according to a program stored in the terminal storage unit 202, an operation of the operation unit 203, and the like. The operation of the display unit 204, the microphone 205, the speaker 206, and the like is controlled. The terminal processing unit 210 executes processing based on programs (driver program, operating system program, application program, etc.) stored in the terminal storage unit 202.

  The terminal processing unit 210 includes a call control unit 220 and a browsing control unit 230. The call control unit 220 includes a call control unit 221 and a voice processing unit 222. The browsing control unit 230 includes an application activation state transmission unit 231, an activation processing unit 232, a guidance screen display unit 233, and a transition signal transmission unit 234. Each of these units included in the terminal processing unit 210 is a functional module implemented by a program executed on a processor included in the terminal processing unit 210. Alternatively, these units included in the terminal processing unit 210 may be mounted on the portable terminal 2 as independent integrated circuits, microprocessors, or firmware.

  FIG. 5 is a diagram illustrating an example of a schematic configuration of the IVR server 4.

  The IVR server 4 is an example of a server, performs voice recognition processing of voice data received from the mobile terminal 2, and transmits guidance voice data and the like to the mobile terminal 2. For this purpose, the IVR server 4 includes an IVR server communication unit 401, an IVR server storage unit 402, and an IVR server processing unit 410.

  The IVR server communication unit 401 includes a wired communication interface circuit such as Ethernet (registered trademark). The IVR server communication unit 401 communicates with the mobile terminal 2, the support server 5, the database 6, and the like. Then, the IVR server communication unit 401 supplies data received from the mobile terminal 2, the support server 5, the database 6, and the like to the IVR server processing unit 410. Further, the IVR server communication unit 401 transmits the data supplied from the IVR server processing unit 410 to the mobile terminal 2, the support server 5, the database 6, and the like.

  The IVR server storage unit 402 includes, for example, at least one of a semiconductor memory, a magnetic disk device, and an optical disk device. The IVR server storage unit 402 stores a driver program, an operating system program, an application program, data, and the like used for processing by the IVR server processing unit 410. For example, the IVR server storage unit 402 stores a communication device driver program that controls the IVR server communication unit 401 as a driver program. In addition, the IVR server storage unit 402 stores a connection control program using a communication method such as TCP / IP (Transmission Control Protocol / Internet Protocol) as an operating system program. In addition, the IVR server storage unit 402 stores a data processing program that transmits and receives various data as an application program. The computer program may be installed in the IVR server storage unit 402 from a computer-readable portable recording medium such as a CD-ROM or DVD-ROM using a known setup program or the like.

  The IVR server storage unit 402 stores voice data of a plurality of guidance voices (guidance voice data) as data. Each guidance voice forms a scenario that is connected to each other while branching. Whether to shift from one guidance voice to the next guidance voice depends on the push button voice data or user voice data received from the mobile terminal 2 or the guidance voice instruction (described later) received from the support server 5. To be determined.

  Among the plurality of guidance voices, some are guidance voices corresponding to the guidance screen of the support application, and some others are guidance voices at the end of the guidance. For example, the guidance voice corresponding to the guidance screen located at the lowest layer of the hierarchical structure can be the guidance voice at the end of the guidance, but is not limited thereto.

  The IVR server processing unit 410 includes one or a plurality of processors and their peripheral circuits. The IVR server processing unit 410 is a processing unit, for example, a CPU that comprehensively controls the overall operation of the IVR server 4. In other words, the IVR server processing unit 410 is configured such that the various processes of the IVR server processing unit 410 are executed in an appropriate procedure according to the software stored in the IVR server storage unit 402. To control the operation. The IVR server processing unit 410 executes processing based on programs (operating system program, application program, etc.) stored in the IVR server storage unit 402. The IVR server processing unit 410 executes a plurality of programs (application programs, software, etc.) in parallel.

  The IVR server processing unit 410 includes a server call control unit 411, a call information transmission unit 412, a guidance voice determination unit 413, a guidance voice transmission unit 414, and a voice recognition processing unit 415. Each of these units included in the IVR server processing unit 410 is a functional module implemented by a program executed on a processor included in the IVR server processing unit 410. Alternatively, these units included in the IVR server processing unit 410 may be implemented in the IVR server 4 as independent integrated circuits, microprocessors, or firmware.

  FIG. 6 is a diagram illustrating an example of a schematic configuration of the support server 5.

  The support server 5 is an example of a server, and determines whether the support application is used, determines whether the support application is activated, transmits a voice instruction, and the like. For this purpose, the support server 5 includes a support server communication unit 501, a support server storage unit 502, and a support server processing unit 510.

  The support server communication unit 501 communicates with the mobile terminal 2, the IVR server 4, the database 6, the notification server 10, and the like. The support server processing unit 510 includes a terminal information request unit 511, an application use presence / absence determination unit 512, an application activation state request unit 513, an application activation determination unit 514, an application activation signal transmission unit 515, and an activation instruction request unit 516. And a guidance voice instruction unit 517. Since the other structure of the support server 5 has the same structure as the IVR server 4, the description thereof is omitted.

  FIG. 7 is a diagram illustrating an example of a schematic configuration of the notification server 10.

  The notification server 10 is an example of a server, for example, a server for transmitting an activation instruction for activating a support application, such as an APNS (Apple Push Notification Service) server, to the mobile terminal 2 as a push notification.

  The notification server 10 includes a notification server communication unit 1001, a notification server storage unit 1002, and a notification server processing unit 1010. The notification server communication unit 1001 communicates with the mobile terminal 2, the support server 5, and the like. The notification server processing unit 1010 includes an activation instruction transmission unit 1011. Since the other configuration of the notification server 10 has the same configuration as the IVR server 4, the description thereof is omitted.

  FIG. 8 is a diagram illustrating an example of a hierarchical structure of the guidance screen.

  As shown in FIG. 8, the guidance screen of the support application forms a hierarchical structure. For example, the “top” guidance screen is the top layer, and guidance screens such as “confirmation of contract contents”, “operation method”, “option”, etc. are arranged immediately below it. Further, guidance screens such as “00 phone” and “ΔΔ pad” are arranged immediately below the “operation method” guidance screen. As will be described later, at least one selection area is displayed on one guidance screen. When a selection area is selected, the guidance screen changes, and the guidance screen indicated by the selection area is displayed on the display unit 204 of the mobile terminal 2.

  FIG. 9 is a diagram illustrating an example of a guidance screen.

  The diagram shown in FIG. 9 is an example of a “top” guidance screen. On the “top” guidance screen 1600, the “contract details confirmation” selection area 1601 is large and displayed on the right side of the center of the screen. The “operation method” selection area 1602, the “option” selection area 1603, and the “plan” selection area 1604 are medium-sized and are displayed on the left side of the center of the screen. The “message list” selection area 1605, the “usage charge” selection area 1606, and the “free word search” selection area 1607 are small and displayed at the bottom of the screen.

  FIG. 10 is a diagram illustrating an example of a data structure of the terminal information table.

  As shown in FIG. 10, the terminal information table stored in the database 6 includes a terminal ID, a telephone number, a user ID, a name, a contract period, support application installation status, support application version information, and notification reception for each portable terminal. Methods are registered.

  The user ID is the ID of the user who is using the mobile terminal, and the name is the name of the user who is using the mobile terminal. The contract period is an elapsed period from the start of the contract for the call service using the mobile terminal used by the user.

  The support application installation status indicates whether a support application is installed in the mobile terminal. “Installed” indicates that the support application is installed on the mobile terminal, and “Not installed” indicates that the support application is not installed on the mobile terminal.

  The support application version information is information indicating the version of the support application installed in the mobile terminal. The notification receiving method is information indicating various notification methods transmitted from the support server 5 to the mobile terminal. The notification receiving method is, for example, SMS, mail, etc., but is not limited thereto.

  FIG. 11 is a diagram illustrating an example of an operation sequence of a call establishment process and an application use presence / absence determination process.

  The operation sequence described below is based on a program stored in advance in the storage unit of each device in the mobile terminal 2, IVR server 4, support server 5, and database 6. Performed in cooperation with the element.

  First, the call control unit 221 of the mobile terminal 2 transmits a call request including the telephone number of the mobile terminal 2 as a caller number to the IVR server 4 according to the operation of the operation unit 203 by the user (step S100). Next, the server call control unit 411 of the IVR server 4 responds to the call request received from the mobile terminal 2 (step S101), and a call is established between the mobile terminal 2 and the IVR server 4 (step S102).

  Next, the call information transmission unit 412 of the IVR server 4 transmits call information including the caller number to the support server 5 (step S103). Next, when receiving the call information, the terminal information request unit 511 of the support server 5 transmits a terminal information request including the caller number to the database 6 (step S104).

  Next, the database 6 refers to the terminal information table and inquires for terminal information corresponding to the caller number included in the received terminal information request (step S105). Next, the database 6 transmits the inquired terminal information to the support server 5 (step S106).

  Next, the application use presence / absence determination unit 512 of the support server 5 refers to the received terminal information to determine whether the application is used (step S107). That is, the application use presence / absence determination unit 512 indicates that “support application is used” if “support application installation status” (see FIG. 8) is “installed”, and “support application” if “not installed”. Is not used. " Thus, the call establishment process and the application use presence / absence determination process are completed.

  FIG. 12 is a diagram illustrating an example of an operation sequence of guidance screen display processing.

  The operation sequence described below is a continuation from the operation sequence of the call establishment process and the application use presence / absence determination process described with reference to FIG. In the mobile terminal 2, the IVR server 4, the support server 5, and the notification server 10, the operation sequence described below is based on a program stored in advance in the storage unit of each device. It is executed in cooperation with each element.

  First, the guidance voice determination unit 413 of the IVR server 4 determines guidance voice data at the start of IVR from the plurality of guidance voice data stored in the IVR server storage unit 402 (step S200). Next, the guidance voice transmission unit 414 of the IVR server 4 transmits guidance voice data at the start of IVR to the mobile terminal 2 (step S201).

  Next, the voice processing unit 222 of the portable terminal 2 outputs the guidance voice based on the received guidance voice data at the start of IVR from the speaker 206 (step S202).

  FIG. 14A is a diagram showing an example of the output of the guidance voice at the start of IVR. As shown in FIG. 14A, a guidance voice at the start of IVR “Thank you for calling.

  Next, the microphone 205 of the portable terminal 2 receives the voice of the user's question (step S203).

  FIG. 14B is a diagram showing an example of a user's question voice. As illustrated in FIG. 14B, the microphone 205 receives the voice of the question “I do not know the operation method” by the user.

  Next, the voice processing unit 222 of the mobile terminal 2 transmits voice data (user voice data) based on the user's question to the IVR server 4 (step S204). Next, the voice recognition processing unit 415 of the IVR server 4 performs voice recognition processing on the received user voice data (step S205).

  The voice recognition process is a process for determining the user's questions. The voice recognition process is performed, for example, by converting user voice data into text and determining whether a predetermined keyword is included in the converted text. For example, in the case of the question “I do not know the operation method”, the IVR server 4 converts the user voice data received from the mobile terminal 2 into text, and the converted keyword includes a predetermined keyword “operation method”. It is determined whether or not. In this case, since the predetermined keyword “operation method” is included in the question, the IVR server 4 determines that the user's question is “operation method”.

  Next, the voice recognition processing unit 415 transmits a voice recognition processing result including information on the user's questions to the support server 5 (step S206).

  Next, when receiving the voice recognition processing result, the application activation state request unit 513 of the support server 5 transmits an application activation state request to the mobile terminal 2 (step S207). Next, when receiving the application activation state request, the application activation state transmission unit 231 of the mobile terminal 2 transmits the application activation state to the support server 5 (step S208). The application activation state is information indicating whether or not the support application is activated in the mobile terminal 2.

  Next, when receiving the application activation state, the application activation determination unit 514 of the support server 5 performs an application activation determination process (step S209). The application activation determination unit 514 determines that “the application is being used” in step S107, the support application is not activated in the mobile terminal 2, and the user's question corresponds to one of the guidance screens. , Decide to launch the support app.

  Next, when the activation of the support application is determined, the application activation signal transmission unit 515 of the support server 5 transmits an application activation signal to the IVR server 4 (step S210).

  Next, when receiving the application activation signal, the guidance voice determining unit 413 of the IVR server 4 determines guidance voice data at the time of determining the application activation (step S211). The guidance voice data at the time of application activation determination is, for example, guidance voice data that prompts the user to activate the support application. Next, the guidance voice transmission unit 414 of the IVR server 4 transmits the guidance voice data when the application activation is determined to the mobile terminal 2 (step S212).

  Next, the voice processing unit 222 of the portable terminal 2 outputs the guidance voice based on the received guidance voice data when the application activation is determined from the speaker 206 (step S213).

  FIG. 14C is a diagram showing an example of the guidance voice output when the application activation is determined. As shown in FIG. 14C, a guidance sound “Sound of support app. Send notification of support app. Please start and use the app from the screen” is output from the speaker 206.

  On the other hand, when activation of the support application is determined in the application activation determination process (step S209), the activation instruction request unit 516 of the support server 5 transmits an activation instruction request to the notification server 10 (step S214). Next, when the activation instruction transmission unit 1011 of the notification server 10 receives the activation instruction request, the activation instruction transmission unit 1011 transmits an activation instruction to the mobile terminal 2 according to the notification reception method (see FIG. 10) (step S215).

  Next, the activation processing unit 232 of the mobile terminal 2 displays an activation selection screen on the display unit 204 based on the received activation instruction (step S216).

  FIG. 14D is a diagram illustrating an example of the activation selection screen. As shown in FIG. 13D, the activation selection screen 1500 has a question text 1501 “Do you want to activate the support application?”, An icon 1502 for selecting activation of the support application, and the activation of the support application. And an icon 1503 for selecting.

  Next, when the guidance screen display unit 233 of the portable terminal 2 receives the selection of activation of the support application by the user's operation, the guidance screen display unit 233 displays a guidance screen corresponding to the user's questions on the display unit 204 (step S217).

  FIG. 14E shows an example of the guidance screen. As shown in FIG. 14E, the guidance screen 1510 has a title text 1511 “Operation method” and a guidance text 1512 “Let's choose a model”. The guidance screen 1510 includes a selection area 1513 for selecting a transition to the “top” guidance screen, a selection area 1514 for selecting a transition to the “00 phone” screen, and a “△△ pad”. And a selection area 1515 for selecting transition to the screen. This is the end of the guidance screen display process.

  As described above, in the automatic voice response system 3, the IVR server 4 performs a voice recognition process on the user's voice data received from the portable terminal 2 with which a call has been established with the IVR server 4, thereby asking the user questions. Configured to determine. In the automatic voice response system 3, the support server 5 is configured to transmit to the portable terminal 2 a display instruction for causing the portable terminal 2 to display a screen according to the user's questions.

  Thereby, the user can display desired information on the portable terminal 2 by a simple operation without sequentially answering the question of the guidance voice and without sequentially changing the screen of the support application.

  Further, in the automatic voice response system 3, when the support application is not activated on the mobile terminal 2, the support server 5 includes a start instruction for starting the support application on the mobile terminal 2 in the display instruction, and the display instruction Is transmitted to the portable terminal 2.

  Thereby, the user can start a support application by simple operation. In addition, since it is automatically determined whether the guidance screen corresponding to the user's question is included in the support application, even if the user does not determine himself, the support application is automatically started, Improves.

  FIG. 13 is a diagram illustrating an example of an operation sequence of guidance voice output processing.

  The operation sequence described below is a continuation from the operation sequence of the guidance screen display processing described with reference to FIG. In the mobile terminal 2, the IVR server 4, and the support server 5, the operation sequence described below is based on a program stored in advance in the storage unit of each device. Performed in collaboration.

  First, when the guidance screen display unit 233 of the portable terminal 2 accepts selection of transition of the guidance screen by the user's operation, the display of the display unit 204 is transitioned to the selected guidance screen (step S300).

  FIG. 14F is a diagram illustrating an example of the guidance screen after transition. When the selection area 1514 is selected on the guidance screen 1510 shown in FIG. 14E, the guidance screen 1520 is displayed on the display unit 204 of the mobile terminal 2. As shown in FIG. 14 (f), the post-transition guidance screen 1520 has a title 1521 of “00 phone” and a guidance text 1522 of “What operation method do you want to know?”. The guidance screen 1520 includes a selection area 1523 for selecting transition to the “operation method” screen, a selection area 1524 for selecting transition to the “address change” screen, and “Wi-Fi”. And a selection area 1525 for selecting transition to the screen.

  Next, the transition signal transmission unit 234 of the mobile terminal 2 transmits the transition signal to the support server 5 via the terminal communication unit 201 (step S301).

  Next, when receiving the transition signal, the guidance voice instruction unit 517 of the support server 5 generates a guidance voice instruction (step S302). The guidance voice instruction is an instruction for causing the IVR server 4 to transmit the guidance voice data corresponding to the guidance screen after the transition to the portable terminal 2. Next, the guidance voice instruction unit 517 transmits the generated guidance voice instruction to the IVR server 4 (step S303).

  Next, when receiving the guidance voice instruction, the guidance voice determination unit 413 of the IVR server 4 determines guidance voice data corresponding to the guidance screen after the transition from the plurality of guidance voice data stored in the IVR server storage unit 402. (Step S304). Next, the guidance voice transmission unit 414 transmits the determined guidance voice data to the mobile terminal 2 via the IVR server communication unit 401 (step S305).

  Next, the voice processing unit 222 of the portable terminal 2 outputs a guidance voice based on the received guidance voice data from the speaker 206 (step S306).

  FIG. 14F is a diagram illustrating an example of the output of the guidance voice after the guidance screen transition. As shown in FIG. 14 (f), from the speaker 206, “It is a XX phone. Which operation method do you want to know?“ Change address ”,“ Wi-Fi ”, or“ Voice mail ”. Please tap "is output.

  If the guidance voice data transmitted in step S305 is guidance voice data at the end of the predetermined guidance, the guidance voice determination unit 413 of the IVR server 4 ends the call and ends the guidance voice output process. On the other hand, if the guidance voice data transmitted in step S305 is not the guidance voice data at the end of the predetermined guidance, the call is not finished and steps S300 to 307 are repeated.

  As described above, in the automatic voice response system 3, when the support server 5 receives a transition signal indicating that the guidance screen displayed on the mobile terminal 2 has changed from the mobile terminal 2, the support server 5 sends a voice instruction to the IVR server 4. Configured to output. In the automatic voice response system 3, the IVR server 4 is configured to output a guidance voice corresponding to the guidance screen after the transition to the portable terminal 2 when a voice instruction is input from the support server 5. Thus, by displaying a guidance screen linked to the guidance voice output from the mobile terminal 2, it is possible to easily grasp the guidance content and reach the desired information more quickly.

  In another embodiment according to the present invention, for example, the layout of the guidance screen may be changed according to various types of information in the terminal information table stored in the database 6.

  FIG. 15 is a diagram illustrating another example of the guidance screen.

  The guidance screen shown in FIG. 15 is an example of a “top” guidance screen provided to a user whose contract period is equal to or longer than a predetermined period. In the “top” guidance screen 1700, the size and position of each selection area are adjusted according to the frequency of viewing by a user whose contract period is a predetermined period or longer. For example, the “usage fee” selection area 1701 most frequently viewed is large and is displayed on the right side of the center of the screen. Similarly, selection areas 1702 to 1707 are displayed in descending order of browsing frequency.

  As described above, by changing the size and position of the selection area according to the length of the contract period, it is possible to make the selection area that is more frequently viewed by the user stand out and display a guidance screen that makes it easier to find desired information Is possible.

  Further, the layout of the guidance screen is not limited to the length of the contract period, and may be changed according to various types of information in the terminal information table stored in the database 6. Such various types of information can also be obtained from the user's age group, the user's usage period of the terminal, the user's rank (whether it is a free member and a paid member, whether it is a good customer, etc.) Good.

  In another embodiment according to the present invention, the support server 5 transmits to the portable terminal 2 a display instruction for causing the portable terminal 2 to display a guidance screen on which a selection area corresponding to the user's question is displayed. May be. For example, when the user's question is “usage fee”, the support server 5 gives a display instruction for causing the portable terminal 2 to display a “top” guidance screen on which the “usage fee” selection area is displayed. You may transmit to the portable terminal 2. FIG. At that time, as shown in FIG. 15, the “use fee” selection area corresponding to the user's questions may be displayed conspicuously on the “top” guidance screen.

  As a result, the user first browses the displayed guidance screen, and searches for a selection area corresponding to the user's questions from the selection areas displayed on the guidance screen. At that time, since the user also visually recognizes the selection area other than the selection area corresponding to the user's question, it is necessary to grasp where the guidance screen corresponding to the user's question is arranged in the hierarchical structure. Can do. Furthermore, as the user continues to use the support application together with the guidance voice provided by the automatic voice response system 3, the user can quickly master the overall image of the hierarchical structure of the guidance screen. As the proficiency of the overall picture of the guidance screen hierarchy progresses, users will be able to reach the desired information on their own using only the support application without having to listen to the guidance voice. User convenience is improved. Furthermore, this leads to a reduction in the number of calls to the automatic voice response system 3 by the user, and it is possible to save operator resources in the call center.

  In still another embodiment of the present invention, the automatic voice response system may include an operator terminal used by the operator so that the user can select chat or call with the operator in the support application. Good.

  FIG. 16A is a diagram illustrating an example of a guidance screen on which a chat or a call with an operator can be selected.

  As shown in FIG. 16A, the guidance screen 1700 displays a selection area 1701 for selecting a chat with the operator and a selection area 1702 for selecting a call with the operator. When selection area 1701 is selected by a user operation on guidance screen 1700, a request to start chatting is transmitted from portable terminal 2 to the operator terminal. When selection area 1702 is selected by a user operation on guidance screen 1700, a call request is transmitted from portable terminal 2 to the operator terminal.

  By enabling a chat or a call between the user and the operator via the guidance screen 1700, the automatic voice response system according to the embodiment provides a qualified answer to the question by the operator while confirming the reaction of the user. It becomes possible to do.

  FIG. 16B is a diagram illustrating an example of a chat screen.

  As shown in FIG. 16B, the chat screen 1800 displays text 1801 indicating the user's question and text 1802 indicating the operator's answer. The text 1802 indicating the operator's answer may include a link 1803 for transitioning the URL of the Web content or the display of the mobile terminal 2 to a specific guidance screen of the support application.

  Thereby, the operator can guide the user to the guidance screen of the Web content or the support application corresponding to the user's question item after grasping the user's question point.

  In still another embodiment according to the present invention, when the operator cannot respond to the call request from the user, the user may be able to reserve a call back.

  FIG. 16C is a diagram illustrating an example of a call reservation screen.

  As shown in FIG. 16C, on the call reservation screen 1900, a text 1901 is displayed for asking whether the operator wishes to make a return call through a call or chat. On the call reservation screen 1900, a “wait” icon 1902 and a “reservation” icon 1903 are displayed. When the “wait” icon 1902 is selected, the portable terminal 2 continues to transmit a call request to the operator terminal until there is a response from the operator terminal. When the “reservation” icon 1903 is selected, the portable terminal 2 transmits a signal indicating that the operator wishes to make a return call to the operator terminal.

  FIG. 16D is a diagram showing an example of a reservation acceptance screen.

  The reservation acceptance screen 2000 is displayed on the mobile terminal 2 when the “reservation” icon 1902 is selected on the call reservation screen 1900. On the reservation acceptance screen 2000, a text 2001 indicating that the reservation for the return contact is completed and the date and time of the return contact is displayed.

  This allows the operator to reserve a time to return to the user, thereby reducing the number of times the user requests a call with the operator and allowing the operator to efficiently respond to the user. become.

  On the reservation acceptance screen 2000, it may be possible to select whether or not to display the guidance screen of the support application when there is a call back from the operator. Further, when the display of the guidance screen is selected, when the chat start request or the call request is transmitted from the operator to the portable terminal 2 for the return call, the support server 5 displays the guidance screen display instruction. 2 may be transmitted. The guidance screen display instruction may be an instruction for causing the portable terminal 2 to display the guidance screen displayed immediately before the user selects chat with the operator (FIG. 16A). In addition, an activation instruction for causing the mobile terminal 2 to activate the support application may be included in the display instruction.

  As a result, the guidance screen is displayed again on the mobile terminal 2 when there is a return contact, so the user can either end browsing the support application without hesitation or make a display on the mobile terminal 2 after reserving the return contact. Transition to another guidance screen.

  In still another embodiment according to the present invention, the automatic voice response system 3 may record voice data transmitted and received between the mobile terminal 2 and the IVR server 4 as a call history. Further, the automatic voice response system 3 may receive the browsing history of the support application by the user from the portable terminal 2 and record this. The automatic voice response system 3 transmits the call history and / or browsing history to the operator terminal, and the operator terminal displays the call history and / or browsing history received from the IVR server 4 on the display unit of the operator terminal. Also good.

  Thereby, the operator can confirm the call history and / or browsing history displayed on the operator terminal in the chat or call with the user. Can be provided to the user.

  It should be understood by those skilled in the art that various changes, substitutions and modifications can be made thereto without departing from the spirit and scope of the present invention.

DESCRIPTION OF SYMBOLS 1 Automatic voice response communication system 2 Portable terminal 3 Automatic voice response system 4 IVR server 5 Support server 6 Database 10 Notification server

Claims (2)

A support application for displaying on a terminal one screen included in a screen group having a plurality of screens associated with a predetermined keyword, wherein at least two screens of the screen group are connected to other screens of the screen group. A storage unit for storing terminal information including use / non-use of a support application including a selection area for selecting a transition ;
When there is an incoming call from the terminal, it is determined whether or not the support application is used in the terminal from the terminal information stored in the storage unit, and when it is determined that the support application can be used, a support application activation signal An auxiliary server that outputs
An automatic voice response server that outputs, to the terminal, a voice prompting activation of a support application when the support application activation signal is input;
The auxiliary server outputs a voice instruction to the automatic voice response server when receiving a transition signal indicating that the screen of the support application displayed on the terminal has transitioned from the terminal,
The interactive voice response server, the when the voice instruction from the auxiliary server is input, and outputs a sound corresponding to the screen after the transition to the terminal,
The automatic voice response server converts the voice information of the user received from the terminal into text by voice recognition processing, and determines whether any of the predetermined keyword is included in the text,
The auxiliary server associates with the keyword included in the text regardless of whether or not a selection area for selecting transition to the screen associated with the keyword included in the text is displayed on the terminal. A display instruction for displaying the displayed screen on the terminal is transmitted to the terminal,
An automatic voice response system characterized by that. The auxiliary server determines whether a support application is activated on the terminal and, when the support application is not activated on the terminal, an activation instruction for activating the support application together with the display instruction The automatic voice response system according to claim 1 , wherein

Images