JP6113939B1 - User behavior analysis system - Google Patents

Abstract

Supports smooth exchange of information between users who browse websites and make inquiries by telephone, and service providers who accept website inquiries and telephone inquiries, and operate at low cost To provide an advertisement providing system that can The user behavior history management server device 1 records the identification number generation means 101 for generating an identification number included in the web page, the website provision means 102, and the website browsing history including the identification number in the behavior history storage unit 107. Website browsing history collection means 104, automatic voice response means 105 that accepts input of an identification number by automatic voice response to incoming calls from telephone device 3, and incoming call history including the identification number is recorded in action history storage unit 107 And an output unit 109 that associates and outputs the website browsing history and the incoming call history by collating the identification numbers.

Description

  The present invention relates to a user behavior analysis system related to browsing of a website, and more specifically, user behavior analysis capable of managing history information related to browsing of web pages by a user and history information of inquiries by telephone. About the system.

  In recent years, it has become possible to browse web pages via the Internet using various computer devices such as personal computers, mobile phones, smartphones, and game machines. Along with this, various websites have been released for the purpose of transmitting information from individuals, companies, stores, and government offices.

  In many cases, a website visitor is provided with a means for contacting the publisher. For example, there are various inquiry means such as an inquiry form installed on a website, receiving input for the inquiry form, receiving an inquiry by mail or chat. Among them, the method of posting telephone numbers on web pages and receiving inquiries by telephone is highly effective and can provide accurate information interactively, so it is a very effective means of providing information. I can say that.

  When making inquiries by using the inquiry form or chat provided on the website, information such as which web page the visitor browsed to make an inquiry is displayed along with the contents of the inquiry and the disclosure of the website that is the inquiry destination. The configuration provided to the person may be taken. Such a configuration is effective in grasping the intention of the inquiry by the viewer and examining information to be provided to the viewer. Further, if the content of the web page provided to the viewer is an advertisement, it can be effectively used for measuring the advertising effect.

  On the other hand, when a telephone inquiry is received, the browsing behavior of the website cannot be linked to the telephone inquiry behavior. Therefore, only limited information such as verbal confirmation of the web page that triggered the inquiry from the operator who received the call to the viewer who made the inquiry could be obtained.

  For such a problem, Patent Document 1 uses a user terminal capable of browsing the web and making a voice call via a telephone line, and when a telephone contact request is made by a link described in a web page, By issuing a unique telephone number corresponding to the contact request and making a call to the telephone number, it is possible to associate the access information to the website by the user with the access information by telephone. An access management system is described.

JP 2013-201783 A

  According to the invention described in Patent Document 1, as described above, by issuing a unique telephone number corresponding to a user's contact request, it is possible to link an access to a website and a telephone inquiry. However, in order to do so, it is necessary to secure a large number of telephone numbers. In particular, when receiving inquiries from users, toll-free telephone numbers are often prepared, and in order to maintain the system, a great deal of cost and complicated management are required.

  In addition, when the person in charge who responds varies depending on the contents of the inquiry, it is necessary to relay to each person in charge according to the contents of the inquiry after the inquiry telephone call is received.

  Therefore, in the present invention, smooth exchange of information between a user who solves the problems described above and browses the website and makes inquiries by telephone and a service provider who accepts inquiries by publishing the website and by telephone. It is an object of the present invention to provide an advertisement providing system that can assist the user and that can be operated at a low cost.

In order to solve the above problems, the user behavior history management system according to the present invention is:
The user including a website browsing device used by the user, a telephone device used by the user, a website browsing history that is an access history to a web page from the website browsing device, and an incoming call history from the telephone device A user behavior history management system comprising a user behavior history management server device for managing the behavior history of
The user behavior history management server device and the website browsing device are communicably connected via the Internet,
The user behavior history management server device and the telephone device are connected to be able to make a call via a telephone network and / or the Internet,
The user behavior history management server device
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
Output means for outputting the website browsing history and the incoming call history in association with the identification number.

  In this manner, by receiving an input of an identification number included in a web page by an automatic voice response, even if the phone number used for receiving a telephone inquiry is single, the website browsing history by the user and The incoming call history from the user can be associated with the identification number, and detailed management of the user's behavior history can be performed.

In a preferred embodiment of the present invention, an operator connected to the user behavior history management server device via the Internet and connected to the user behavior history management server device via a telephone network and / or the Internet. Further comprising an operator terminal device used by
The user behavior history management server device has an operator agency for connecting incoming calls from the telephone device to the operator terminal device,
The output means outputs the website browsing history to the operator terminal device.
Thereby, the user's information can be provided to the operator corresponding to the incoming call from the user, and the telephone correspondence by the operator can be made more efficient.

In a preferred embodiment of the present invention, the operator agency means connects incoming calls from the telephone device to the operator terminal device according to the identification number.
As a result, it is possible to use such as transferring to different operators depending on the web page that the user was browsing.

In a preferred embodiment of the present invention, the user behavior history management server device analyzes the request for the web page received from the website browsing device, and generates an advertisement text to be included in the web page. Means are provided.
Thereby, the call by the user can be efficiently promoted.

The user behavior history management server device according to the present invention is:
A user behavior history management server that manages the user's behavior history including a website browsing history that is an access history to a web page from a website browsing device used by the user and a power incoming history from the telephone device used by the user. A device,
The website browsing device is connected to be communicable via the Internet,
The telephone device is connected to the telephone network and / or the Internet so as to be able to make a call,
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
Output means for outputting the website browsing history and the incoming call history in association with the identification number.

The user behavior history management program according to the present invention is
A user behavior history management program for managing a user's behavior history including a website browsing history that is an access history to a web page from a website browsing device used by the user and a power incoming history from the telephone device used by the user Because
The website browsing device is connected to be communicable via the Internet,
A computer device connected to the telephone device via a telephone network and / or the Internet so as to be able to make a call;
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
It is operated as output means for outputting the website browsing history and the incoming call history in association with the identification number.

The management method of the user's action history according to the present invention is:
The user including a website browsing device used by the user, a telephone device used by the user, a website browsing history that is an access history to a web page from the website browsing device, and an incoming call history from the telephone device A user action history management server device that manages the action history of
The user behavior history management server device has at least a behavior history storage unit that holds the website browsing history and the incoming call history,
The user behavior history management server device and the website browsing device are communicably connected via the Internet,
The user behavior management method by the user behavior history management system, wherein the user behavior history management server device and the telephone device are connected so as to be able to make a call via a telephone network and / or the Internet,
The user behavior history management server device
An identification number generating step for generating an identification number to be included in the web page;
A website providing step of providing the web page to the website browsing device;
A website browsing history collecting step of recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response step for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection step of recording the incoming call history including the identification number into the action history storage unit;
An output step of linking and outputting the website browsing history and the incoming call history by collating the identification numbers.

  Supports smooth exchange of information between users who browse websites and make inquiries by telephone, and service providers who accept website inquiries and telephone inquiries, and can operate at low cost An advertisement providing system can be provided.

It is a lineblock diagram of a user action history management system concerning one embodiment of the present invention. It is a functional block diagram of the user action history management server device concerning one embodiment of the present invention. It is a flowchart which shows the flow of the acquisition process of the website browsing history in one Embodiment of this invention. It is a flowchart which shows the flow of the acquisition process of the incoming call history in one Embodiment of this invention. It is a figure which shows an example of the web page provided to a website browsing apparatus in one Embodiment of this invention. It is a figure which shows an example of the web page provided to a website browsing apparatus in one Embodiment of this invention. It is a figure which shows an example of the web page provided to a website browsing apparatus in one Embodiment of this invention. It is a figure which shows an example of the website browsing log | history collected in one Embodiment of this invention. It is a figure which shows an example of the incoming call log | history collected in one Embodiment of this invention. It is a figure which shows an example of the output by the output means which concerns on one Embodiment of this invention.

<Configuration of user behavior management system>
Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing a configuration of a user behavior history management system according to the present embodiment. As shown here, the user behavior history management system according to the present embodiment includes a user behavior history management server device 1, a website browsing device 2, a telephone device 3, and a user that are used by a plurality of users Ua to Ud, respectively. A terminal 4 and an operator terminal 5 used by the operator OP are provided. The web browsing devices 2a, 2b, and 2c are configured to be able to communicate with the user behavior history management server device 1 via the Internet network N. The telephone device 3a is connected to the user behavior history management server device 1 via the Internet N, and the telephone devices 3b and 3c are connected to the user behavior history management server device 1 via the public telephone network P, the IP-PBX device 6 and the Internet N, respectively. Configured to be possible. The user terminal 4d combines the functions of the website browsing device 2 and the telephone device 3, and browses the website by connecting to the user behavior history management server device 1 via the Internet N, the public telephone network P, IP A voice call by connecting to the user behavior history management server device 1 via the PBX device 6 and the Internet network N can be performed together.

  In the present embodiment, the user behavior history management server device 1 is connected to the Internet network N, and a voice call by IP telephone is shown. However, the present invention is not limited to this. For example, the user behavior history management server device 1 may have a function of the IP-PBX device 6 and may be connected to both the Internet network N and the public telephone network P. Alternatively, the user behavior history management server device 1 and the IP-PBX device 6 may be connected via a LAN (Local Area Network) without going through the Internet network N. That is, the telephone device 3 (or the user terminal 4) used by each user U by any route such as a voice call by an IP phone via the Internet network N or a voice call via the public telephone network P; The user action history management server device 1 and the operator terminal 5 may be configured to be capable of voice calls.

  FIG. 2 is a functional block diagram of the user behavior history management server device 1. As shown here, the user action history management server device 1 generates an identification number generating means for generating an identification number used for associating a website browsing history by the website browsing device 2 with a call history from the telephone device 3. 101, a website providing means 102 for providing a web page to the website browsing device 2, an advertisement text generating means 103 for generating an advertisement text to be included in the web page, and a website browsing history collecting means 104 for collecting a website browsing history Automatic voice response means 105 that accepts input of an identification number by automatic voice response to incoming calls from the telephone device 3, incoming call history collection means 106 that collects incoming call history from the telephone device 3, browsing history of the website and incoming call history Action history storage unit 107 that holds information about the action of user U including Having operator Intermediary means 108, output means 109 for outputting the website browsing history, and the incoming call history held by the action history storage unit 107 to connect the power to the operator terminal 5.

  The user behavior history management server device 1 includes various input / output devices including a computing device (CPU, etc.), a main storage device (RAM, etc.), an auxiliary storage device (HDD, SSD, etc.), and means for connecting to the Internet N. A general-purpose server device including a device or the like can be used. More specifically, a program for realizing each unit described with reference to FIG. 2 is arranged in the auxiliary storage device of the server device, and the program is developed on the main storage device and processed by the arithmetic device. , And can be operated as the user behavior history management server device 1. Further, the user action history management server device 1 is not necessarily a single server device. For example, a plurality of server devices such as the website providing means 102 and the action history storage unit 107 are configured by separate server devices. The user behavior history management server device 1 may be realized by the above. Further, as described above, the IP-PBX device 6 may have a function and means for connecting to the public telephone network P.

  As the website browsing device 2, an arbitrary computer device such as a personal computer, a mobile phone, a smartphone, etc. that operates a web browser program and can communicate with the user action history management server device 1 via the Internet N. Can be used. In addition, as the telephone device 3, an IP phone capable of voice communication with the user behavior history management server device 1 via the Internet network N, a public telephone network P, an IP-PBX device 6, and a user via the Internet network N A telephone or the like that can perform a voice call with the action history management server apparatus 1 can be used. Alternatively, as the user terminal 4, a terminal device that can perform both browsing of the website and calling to the user behavior history management server device 1 may be used instead of the website browsing device 2 and the telephone device 3. . For example, a terminal capable of browsing a website via the Internet network N and a voice call via the public telephone network P, the IP-PBX device 6 and the Internet network N, such as a mobile phone or a smartphone terminal, or the Internet A personal computer having a web browser program for browsing a website via the network N and a program for realizing an IP telephone function capable of performing a voice call with the user behavior history management server apparatus 1 via the internet network N Can be used as the user terminal 4.

  As the operator terminal 5, communication with the user action history management server device 1 via the Internet network N, voice call with the telephone device 3 via the Internet network N, Internet network N, IP-PBX device 6, public telephone A computer device capable of making a voice call with the telephone device 3 via the network P can be used. Further, a configuration that can be connected to the public telephone network P without using the IP-PBX device 6 may be adopted. Alternatively, a voice call between the computer device capable of communicating with the user action history management server device 1 via the Internet network N and the telephone device 3 via the Internet network N, the Internet network N, the IP-PBX device 6, and a public telephone. The operator terminal 5 may be configured using a plurality of devices, such as using together with a telephone capable of performing a voice call with the telephone device 3 via the network P. Although only one operator OP and one operator terminal 5 are shown in FIGS. 1 and 2, a plurality of operator terminals 5 respectively used by a plurality of operators OP may be provided.

<Website browsing history acquisition process>
FIG. 3 is a flowchart showing a flow of website browsing history acquisition processing by the user behavior history management system according to the present embodiment. First, in step S101, an HTTP (Hyper Text Transfer Protocol) request transmitted from the website browsing device 2 to the website providing unit 102 is received and analyzed. Here, the HTTP request is a request for transmission of a web page provided by the website browsing device 2, which is transmitted from the web browser program operating on the website browsing device 2 to the website providing means 102. This is caused by, for example, the operation of the user U who uses the website browsing device 2 such as a search result by a search portal, pressing a hyperlink pasted on another website, or directly inputting a URL (Uniform Resource Locator). Done. The HTTP request includes information related to the website browsing device 2 used by the user U in addition to the URL of the web page requesting transmission. In the present embodiment, various information included in the HTTP request is acquired by analyzing the HTTP request received by the website providing unit 102 by the website browsing history collecting unit 104.

  In step S102, based on the analysis result in step S101, it is determined whether or not a terminal identification code for identifying the website browsing device 2 is included in the HTTP request. The terminal identification code here is a value generated so as to be a unique value for each website browsing device 2 used for browsing the website, and determines whether or not the website is accessed from the same terminal. It is used for this purpose. In the present embodiment, an example in which the terminal identification code is held on the website browsing device 2 and is included in the Cookie in the HTTP request transmitted from the website browsing device 2 to the website providing unit 102. Show.

  Here, Cookie is a mechanism for storing data designated by a web server on a terminal that browses the website. In the present embodiment, as will be described later, a terminal identification code is generated at the first visit to the website by the telephone device 3 and an instruction is given to store it in the cookie. In the second and subsequent accesses from the same website browsing apparatus 2, since the Cookie including the terminal identification code is included in the HTTP request transmitted from the website browsing apparatus 2, the same website browsing apparatus 2 Can be determined.

  If it is determined in step S102 that Cookie is not included in the HTTP request, or that Cookie is included but no terminal identification code is included in the HTTP request, the process proceeds to step S103. An identification code is generated. What is necessary is just to produce | generate this by arbitrary methods so that it may become a unique value for every website browsing apparatus 2 as stated above. Here, when a terminal identification code is newly generated, an instruction to store the terminal identification code in Cookie is included when a web page is transmitted later to the website browsing device 2 in step S109.

  If Cookie is included in the HTTP request in step S102 and a terminal identification code is included in it, it is acquired in step S104. Thus, by including the terminal identification code in the cookie, it is possible to associate the access history from the same website browsing device 2 and manage it as the website browsing history for each user U.

  When the user U makes a search on a search portal or the like and then makes an HTTP request from a hyperlink of the search result, the keyword used for the search or the like in the HTTP request received by the website providing unit 102 May be included. In step S105, it is determined whether or not such a search word is included in the HTTP request from the analysis result in step S101.

  If it is determined in step S105 that a search word is included in the HTTP request, the process proceeds to step S106, and an advertisement text is generated based on the search word. The advertising text here is text or an image that is included in a web page and prompts the user U to make an inquiry by telephone. For example, it is preferable that the user U's interest is attracted, such as discounts and campaign guidance.

  In addition, although a search word may be directly used for the production | generation of an advertisement text, it is preferable to prepare a search word and the advertisement text corresponding to it beforehand, and to use it. For example, a configuration that generates an advertising sentence that includes a phrase that abstracts the search word, an advertising sentence that includes a phrase that more specifically specifies the search word, or an advertising sentence that uses a phrase that is closely related to the search word Is mentioned. By adopting such a configuration, it is possible to provide an advertising sentence that is not included in the same phrase as that used in the search but is considered to be highly relevant. It can also be expected to promote inquiries from the user U by telephone. Further, in addition to the search word or instead of the search word, other information included in the HTTP request may be used for generating the advertisement text.

  If it is determined in step S105 that no search word is included in the HTTP request, the process proceeds to step S107 to acquire a predetermined advertisement text. Or in such a case, it is good also as a structure which can use information other than a search word contained in an HTTP request for the production | generation of an advertising sentence.

  After preparing the advertisement text in step S106 or step S107, an identification number is generated in step S108. The identification number only needs to be generated so as to be unique for each website browsing device 2 that is a transmission target of the web page. From the configuration in which a random number is generated each time or a plurality of numbers prepared in advance, What is necessary is just to determine by arbitrary methods, such as the structure which selects a number so that the duplicate number may not be allocated with respect to the several website browsing apparatus 2 simultaneously. Note that the identification numbers here are not limited to numerals, and may include letters such as alphabets and Japanese. However, as will be described later, when receiving an input of an identification number by an automatic voice response when receiving a call from the user U, the identification number may be constituted by a number when receiving an input by a button operation of the telephone device 3. preferable. If the terminal identification code is acquired from the cookie in step S104, that is, if the website providing unit 102 has been accessed in the past from the same website browsing device 2, the same as that case. The identification number may be used.

  After the preparation of the advertisement text and the identification number is completed by the above processing, in step S109, a web page including the notice text, the identification number, and the telephone number of the inquiry destination is transmitted to the website browsing device 2, and step S110. Then, the browsing history of the website is recorded in the action history storage unit 107. Here, the information recorded in the action history storage unit 107 includes at least an identification number, the URL of the web page, the time when the web page was accessed from the website browsing device 2, the stay time on the web page, and the like. Recorded in association.

<Acquisition call history acquisition process>
As described above, after the website browsing history using the website browsing device 2 by the user U is recorded in the action history storage unit 107, the user U refers to the web page and makes a telephone inquiry by the telephone device 3. When the call is performed, the incoming call history is acquired. The flow of the process for acquiring the incoming call history from the user U will be described with reference to FIG.

  First, in step S201, an inquiry phone call from the user U using the telephone device 3 is input. Then, the process proceeds to step S202, and the input of the identification number included in the web page referred to by the user U is accepted by the automatic voice response by the automatic voice response unit 105. Here, the input of the identification number may be accepted by an arbitrary method such as an input using a button provided in the telephone device 3 or a method of requesting the user U to read out the identification number and acquiring the identification number by voice recognition.

  After receiving the input of the identification number in step S202, the process proceeds to step S203, and the incoming call history collection unit 106 records the incoming call history in the action history storage unit 107. The information to be recorded here includes at least an identification number, which is recorded in association with information such as the telephone number of the telephone device 3 and the incoming call time.

  As described above, after the incoming call history is recorded in the action history storage unit 107, the incoming call from the telephone device 3 is connected to the operator terminal 5 by the operator agency 108 in step S204. Here, the browsing means of the website including the same identification number as the identification number received by the automatic voice response means 105 is acquired from the action history storage unit 107 by the output means 109 and provided to the operator terminal 5 It is preferable that With such a configuration, the operator OP can refer to information that the user U has already browsed on the website and make the response by voice call more appropriate.

  Here, a configuration may be adopted in which incoming calls from the telephone device 3 are connected to the operator terminal 5 used by a different operator OP in accordance with the identification number input in step S202. This is because the web page in charge for each operator OP is determined in advance, and the identification number associated with the operator OP in charge when generating the identification number to be included in the web page in step S108 of the website browsing history acquisition process. Or when the identification number is input by the automatic voice response in step S202, the website browsing history related to the web page to which the identification number is assigned is referred to from the action history storage unit 107, and the URL included in the browsing history It can be realized by a method of determining the operator OP in charge from

  Further, a configuration may be adopted in which additional information is recorded in the action history storage unit 107 by the incoming call history collection unit 106 during a call between the telephone device 3 and the operator terminal 5 or after the call ends. Here, for example, there is a configuration in which the call time is recorded, the incoming call history collection unit 106 can accept input of information related to the inquiry content from the operator terminal 5, and the input is recorded in the action history storage unit 107.

  As described above, the browsing history of the website by the user U and the incoming call history from the user U recorded in the action history storage unit 107 are provided to the operator OP at the time of incoming call by the operator terminal 5 as described above. In addition, it is preferable that the output unit 109 can output to the operator terminal 5 or another computer device (not shown) at any time. With such a configuration, it is possible to confirm in detail the behavior of the user U who browsed the website or made an inquiry call later.

  Also, the result of totaling information held in the action history storage unit 107 such as whether or not a specific web page is browsed, the total browsing time of the website, the presence or absence of an inquiry call after browsing the website, and the call time Also, the output unit 109 may be configured to output. With such a configuration, it is possible to analyze the tendency of the behavior of the user U, and based on this, it can be used for improving the design and contents of the website, the response by the operator OP, and the like.

<Display example of ad text>
The example of the web page provided to the website browsing apparatus 2 in step S109 of the acquisition process of the browsing history of the website shown in FIG. 3 is shown. FIG. 5 shows a display example on the website browsing device 2 of the web page including the advertisement text generated in step S107, determined that the HTTP request is not included in the HTTP request in step S105 of FIG. It is.

  The advertisement text A included in this screen includes a telephone number for receiving an inquiry and the identification number generated in step S108. The user U makes an inquiry with reference to this, and the history is recorded by the process as shown in FIG.

  FIG. 6 shows an example of display on the website browsing device 2 of the web page including the advertisement text generated in step S106 when it is determined that the HTTP request is included in step S105 of FIG. is there.

  The user U first inputs a keyword or the like on a website that provides search means such as an external portal site. FIG. 6A shows an example of a search screen. Here, a screen including a search word input box B and a search button C is illustrated.

  Here, when the user U inputs two keywords “Itabashi Ward” and “Reform” in the search box B and performs a search by pressing the search button C, the search is performed as shown in FIG. A list of results is displayed. Each search result here is a hyperlink, and the user U can transition to the linked website by selecting these search results.

  When the link to the web page provided by the website providing means 102 is selected from the search result as shown in FIG. 6B, the advertisement text A as shown in FIG. 6C is included. A web page is provided to the website browsing device 2. The advertisement text A here includes information on a campaign for residents in Tokyo based on the keyword “Itabashi Ward” used for the search by the user U. This can be done by, for example, storing in advance in the user action history management server device 1 that the target area of the campaign is Tokyo and the name of the municipality included in Tokyo, by the user U. It provides campaign information that can be used by the user U when a search is made by the name of a town or village.

  Similarly, an article used by the user U for a search and considered to be interested, such as providing campaign information about a personal computer in general when the word “notebook computer” is included as a search word. It is also possible to provide information related to etc.

  FIG. 7 shows another example of the web page including the advertisement text that is determined in step S105 of FIG. 3 to include a search word in the HTTP request and generated in step S106.

  Here, it is assumed that two keywords “toilet” and “reform” are input to the search box B and the search button C is pressed on the search screen shown in FIG. When a list of search results as shown in FIG. 7B is displayed and a link to a web page provided by the website providing means 102 is selected from the list, the web as shown in FIG. The page is provided to the website browsing device 2.

  In the advertisement text A of the web page illustrated in FIG. 7C, campaign information related to a toilet made by a specific manufacturer is displayed from the word “toilet” used for the search by the user U.

  As shown in FIG. 6 and FIG. 7, based on the phrase used by the user U for the search, the advertisement sentence A including information that is abstracted or embodied is generated and included in the web page. Even if the words and phrases used by the user U for the search are not included, it is possible to provide the user U with information regarding goods or services that the user U is considered to be interested in.

<Example of information held in action history storage unit>
An example of the website browsing history, incoming call history, and information included when the output unit 109 outputs the website browsing history stored in the behavior history storage unit 107 is shown. FIG. 8 is a diagram illustrating an example of information included in the website browsing history held by the action history storage unit 107.

  Here, the “visit date / time” is the date / time when the website was accessed. The date and time when the website providing unit 102 receives the HTTP request transmitted from the website browsing device 2 can be used. “Visit URL” indicates the URL of the web page accessed by the website browsing device 2. This is the URL of the web page requested by the HTTP request transmitted from the website browsing device 2.

  “Advertisement type” is information related to a web advertisement that is the starting point of the inflow to the website. For example, if it is an advertising service provided by a company that operates a search portal, the advertisement is displayed on the search result screen of the search portal provided by the company, and other companies that are affiliated with the company There are cases where a plurality of advertisement plans are prepared, such as displaying an advertisement on a web page to be provided and displaying an advertisement in an application for another web page or a mobile phone / smart phone. The “advertising type” here indicates which of the advertising plans such as these is based on which web advertisement displayed is the inflow source. This can be determined by a parameter or the like given to the URL at the time of transition from the web advertisement.

  “Search query” and “match type” are the keywords used for the search and the matching conditions (partial match or complete match) when the user U searches the search portal etc. and flows into the website from the search result. Match, forward match, etc.). This can be determined by referring to information (referrer) or the like indicating the URL of the web page of the transition source included in the HTTP request.

  The “reference source URL” indicates the URL of the web page that is the transition source to the website. For example, if it is an inflow from a search result by a search portal, the URL of the search portal is set, and if it is a transition from another web page, the URL of the web page is set. The “advertising keyword” is a keyword set in the web advertisement that has started to flow into the website. These can also be acquired by referring to the referrer in the HTTP request. Note that the advertisement keyword and the search query do not always match completely, and even when there is some fluctuation in expression, the keyword is often set in the web advertisement so as to match the advertisement keyword.

  “Visitor type” is information about the route of inflow to the website. In the example shown here, “PPC” is an inflow from a PPC (Pay Per Click) advertisement, “ORG” is an inflow from an organic search (natural search) result, and “DIRECT” is an inflow by direct URL input or the like. Is shown. This can also be obtained by referring to the referrer in the HTTP request. For example, if the referrer is included in the HTTP request and the keyword set at the time of transition from the web advertisement is included, “PPC” is included, and the referrer is included in the HTTP request. If the keyword set at the time of the transition is not assigned, it is “ORG”, otherwise, that is, there is no transition source web page, the referrer is not set, or the referrer is set for some reason If it is not set, it can be set by a method of setting “DIRECT”.

  As described above, the “identification number” is generated by the identification number generation unit 101, and is linked to the web page in order to link the website browsing history by the website browsing device 2 and the incoming call history from the telephone device 3. The number to include.

  “Page view” is a value indicating the number of browsing web pages in the website. This can be counted by using session management or the like. In addition, the access history of each web page in the website is recorded separately including the session ID and the like, and when outputting by the output means 109, the records are added together and output as a single record with the number of page views added. It is good also as a structure which does.

  “Mobile” is information indicating whether or not access to a website is made from a portable terminal device such as a smartphone. This can be determined by referring to the value of the information (user agent header) indicating the type of the client that requested the web page included in the HTTP request transmitted from the website browsing device 2. .

  “Site stay time” indicates the time during which the user U was displaying the web page. This can be acquired by, for example, a method of including JavaScript (registered trademark) or the like that periodically communicates with the website providing unit 102 in a web page and measuring the communication history.

  “Region” is information indicating the location of the website browsing device 2, and “IP address” is information indicating the IP address used by the website browsing device 2. This can be set by, for example, a method of setting the IP address of the HTTP request transmission source as the value of “IP address” and determining the region from the IP address.

  It should be noted that all website browsing histories do not have to include all information. For example, if “visit type” is set to “DIRECT”, a referrer is set in the HTTP request. In this state, items such as “advertisement type”, “search query”, “match type”, “reference source URL”, and “advertisement keyword” are blank.

  Further, when acquiring a website browsing history, when a terminal identification code for identifying the website browsing apparatus 2 is issued or a cookie including the terminal identification code is received from the website browsing apparatus 2, It is preferable to record it together. Thus, if it is set as the structure which records a terminal identification code together, the browsing history of the website by the same website browsing apparatus 2 can be managed for a long term.

  FIG. 9 is a diagram illustrating an example of an incoming call history from the telephone device 3 held in the action history storage unit 107. Here, “date and time of incoming call” indicates the date and time of incoming call from the telephone device 3.

  The “power incoming status” indicates a result of a response to power incoming from the telephone device 3. Here, when the intermediary to the operator terminal 5 is normally performed and a voice call is performed between the operator OP and the user U, “ANSWERED” is performed. However, the intermediary to the operator terminal 5 is performed. When a voice call is not performed between the operator OP and the user U due to the situation that the OP cannot be handled, “NO ANSWER”, the transfer setting to the operator terminal 5 is inadequate, or some sort of failure causes the intermediary. In case of failure, values such as “FAILED” are set.

  As described above, the “identification number” is a number that is generated by the identification number generation unit 101 and links the website browsing history by the website browsing device 2 and the incoming call history from the telephone device 3. Here, the value received by the automatic voice response means 105 is set.

  The “caller number” indicates the telephone number of the telephone device 3 used by the user U, and the “calling time” indicates the time when the telephone call is performed between the telephone device 3 and the operator terminal 5. The “call ID” is an ID that is uniquely set to be used when it is necessary to track the incoming call history later.

  FIG. 10 is a diagram showing an example of information included in the case where the output unit 109 outputs the website browsing history as shown in FIG. 8 and the incoming call history as shown in FIG. 9 in association with each other. It is.

  Here, the website browsing history and the incoming call history held in the action history storage unit 107 are collated by identification numbers, and the website browsing history and the incoming call history including the same identification number are linked and output.

  In this example, a plurality of website browsing histories set with the same identification number, that is, a plurality of website browsing histories from the same website browsing device 2 are collected into one record, "Indicates the number of times the website has been viewed. Similarly, the incoming call history in which the same identification number is set, that is, the incoming call history of a plurality of times from the same telephone device 3 are also combined into one record, and the number of incoming calls is indicated by “number of incoming calls”. .

  Each of the information shown in FIGS. 8 to 10 is merely an example, and the user is given an automatic voice response to the incoming call history, which gives further information obtained from an HTTP request or the like to the website browsing history. Arbitrary additional information regarding the contents of the voice call between the user U and the operator OP is given by a method such as receiving further information input from the U or receiving additional information input from the operator OP. The information may be further added.

  In this way, by associating and outputting the website browsing history and the incoming call history, information such as what inflow route the user U has visited the website, how long the user browsed, and reached the inquiry Can be recorded in detail. In particular, when a web ad has been used as a starting point, the web ad type and keywords that have been set are recorded in detail, and even when multiple web ads are set. , Measuring the advertising effectiveness for each of them.

  Further, when an inquiry telephone call from the user U is received, the operator OP 5 is provided with information relating to the website browsing history and the incoming call history related to the user U at the time of relay to the operator OP. The user can refer to the browsing state of the website of the user U and the history of past inquiries and take a more appropriate action.

1 user action history management server apparatus 101 identification number generating means 102 website providing means 103 advertising sentence generating means 104 website browsing history collecting means 105 automatic voice response means 106 incoming call history collecting means 107 action history storage section 108 operator agency means 109 output Means 2 Website browsing device 3 Telephone device 4 User terminal 5 Operator terminal 6 IP-PBX device N Internet network P Public telephone network U User OP Operator

Claims (7)

The user including a website browsing device used by the user, a telephone device used by the user, a website browsing history that is an access history to a web page from the website browsing device, and an incoming call history from the telephone device A user behavior history management system comprising a user behavior history management server device for managing the behavior history of
The user behavior history management server device and the website browsing device are communicably connected via the Internet,
The user behavior history management server device and the telephone device are connected to be able to make a call via a telephone network and / or the Internet,
The user behavior history management server device
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
An output means for linking and outputting the website browsing history and the incoming call history by collating the identification numbers, and a user behavior history management system. An operator terminal device used by an operator connected to the user behavior history management server device via the Internet and connected to the user behavior history management server device via a telephone network and / or the Internet. In addition,
The user behavior history management server device has an operator agency for connecting incoming calls from the telephone device to the operator terminal device,
The user behavior history management system according to claim 1, wherein the output means outputs the website browsing history to the operator terminal device.   3. The user behavior history management system according to claim 2, wherein the operator agency unit connects incoming calls from the telephone device to the operator terminal device according to the identification number. 4.   The user behavior history management server device includes an advertisement sentence generation unit that analyzes the request for the web page received from the website browsing apparatus and generates an advertisement sentence to be included in the web page. The user behavior history management system according to any one of claims 1 to 3. A user behavior history management server that manages the user's behavior history including a website browsing history that is an access history to a web page from a website browsing device used by the user and a power incoming history from the telephone device used by the user. A device,
The website browsing device is connected to be communicable via the Internet,
The telephone device is connected to the telephone network and / or the Internet so as to be able to make a call,
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
An output unit that outputs the website browsing history and the incoming call history in association with each other by collating the identification number, and a user behavior history management server device. A user behavior history management program for managing a user's behavior history including a website browsing history that is an access history to a web page from a website browsing device used by the user and a power incoming history from the telephone device used by the user Because
The website browsing device is connected to be communicable via the Internet,
A computer device connected to the telephone device via a telephone network and / or the Internet so as to be able to make a call;
At least an action history storage unit that holds the website browsing history and the incoming call history,
Identification number generating means for generating an identification number to be included in the web page;
Website providing means for providing the web page to the website browsing device;
Website browsing history collection means for recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response means for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection means for recording the incoming call history including the identification number into the action history storage unit;
A user behavior history management program that operates as an output unit that links and outputs the website browsing history and the incoming call history by collating the identification numbers. The user including a website browsing device used by the user, a telephone device used by the user, a website browsing history that is an access history to a web page from the website browsing device, and an incoming call history from the telephone device A user action history management server device that manages the action history of
The user behavior history management server device has at least a behavior history storage unit that holds the website browsing history and the incoming call history,
The user behavior history management server device and the website browsing device are communicably connected via the Internet,
The user behavior management method by the user behavior history management system, wherein the user behavior history management server device and the telephone device are connected so as to be able to make a call via a telephone network and / or the Internet,
The user behavior history management server device
An identification number generating step for generating an identification number to be included in the web page;
A website providing step of providing the web page to the website browsing device;
A website browsing history collecting step of recording the website browsing history including the identification number in the action history storage unit;
An automatic voice response step for receiving an input of the identification number by an automatic voice response to incoming calls from the telephone device;
An incoming call history collection step of recording the incoming call history including the identification number into the action history storage unit;
And a step of outputting the website browsing history and the incoming call history in association with each other by collating the identification number.

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