JP6568462B2 - Information presenting apparatus, information presenting method, and program - Google Patents

Description

  The present invention relates to an information presentation device, an information presentation method, and a program.

  The short message service distribution system disclosed in Patent Literature 1 includes the steps of “receiving utterance information transmitted from a mobile terminal, acquiring carrier information, terminal information, and destination information from the utterance information; Step of generating transmission information for the terminal from the carrier information, the terminal information, and the destination information ”.

JP2013-46180A

  In call center operations that accept inquiries from customers, a system that handles customers by automatic voice response is used. For inquiries that cannot be handled by automatic voice response, a call change to the operator is performed, but in order to respond to various inquiries, many operators must be on standby, which is inefficient.

  In addition, it is possible to send a short message corresponding to the inquiry to the caller telephone number by using a short message service that transmits a short message to the caller telephone number. May not support short message service.

  The present invention has been made in view of the above points, and an object of the present invention is to provide a technique that can more efficiently present information in response to an inquiry.

  The present application includes a plurality of means for solving at least a part of the above-described problems. Examples of the means are as follows.

  In order to solve the above-described problem, an information presentation apparatus according to an aspect of the present invention provides a call connection unit that specifies a telephone number of a calling customer terminal when a call is received, and references to a document indicating a response to a customer request. Response information associating information with input information acquired from the customer terminal, customer information including a plurality of transmission destinations to the customer, and using the response information when the input information is acquired A message generating unit for specifying the reference information and generating a message including the reference information; a transmission destination specifying unit for specifying a transmission destination of the message; and a communication unit for transmitting the message to the transmission destination. The transmission destination specifying unit determines whether or not the message can be transmitted to the customer terminal using the telephone number of the caller, and is included in the customer information when determining that transmission is impossible The sending of And identifies the first.

  The communication unit transmits the message to the telephone number of the transmission destination of the caller using a data transmission service that enables transmission of data to the telephone number, and the transmission destination specifying unit includes the telephone number It may be possible to determine whether or not the message can be transmitted to the customer terminal of the type specified by using.

  The information presentation device refers to the priority number guide condition stored in the storage unit using the telephone number of the caller, and the customer terminal related to the telephone number for a call established before the incoming call In the case where the priority number guide condition is satisfied, a priority guide unit that preferentially specifies a priority telephone number to be connected to the operator terminal is provided, and the storage unit has the priority number guide condition determined in advance according to the input information. The message generation unit may store the message including the priority telephone number.

  The call connection unit identifies the operator terminal corresponding to the priority telephone number included in the message transmitted by the communication unit, and the customer terminal and the operator terminal other than the customer terminal that transmitted the message It may be characterized by restricting the establishment of a call.

  The call connection unit stores the number of call establishments for each telephone number in the storage unit, and the priority guide unit sets the priority number for the customer terminal for which the call connection unit has established a call a predetermined number of times or more. It may be determined that the guide condition is satisfied.

  The call connection unit measures the waiting time of the customer in the established call and stores it in the storage unit, and the priority guide unit is configured such that the waiting time in the call established in the predetermined period is equal to or longer than a predetermined time. The customer terminal may be determined to satisfy the priority number guide condition.

  The information presentation device includes an automatic voice response unit that performs an automatic voice response to an established call, and the response information includes the input information and the reference information that are input from the customer terminal in response to the automatic voice response. The message generation unit may identify the reference information using the input information input to the automatic voice response.

  The customer information includes identification information used by the customer to use the software and the telephone number, and the transmission destination specifying unit enables data transmission to the telephone number for the customer terminal. When determining whether or not to transmit the message using, and determining that transmission is impossible, the identification information included in the customer information related to the telephone number of the caller is specified as the transmission destination, the communication unit is The message may be transmitted using the software corresponding to the identification information.

  Moreover, in order to solve the said subject, the information presentation method which concerns on the other aspect of this invention is an information presentation method using an information presentation apparatus, Comprising: The said information presentation apparatus is a call connection part, a message generation part, A destination identification unit and a communication unit, and the call connection unit executes a call connection procedure for identifying a telephone number of a customer terminal of a caller when a call is received, and the message generation unit When the input information acquired from the terminal is acquired, the reference information is identified using response information that associates the input information with reference information of a document that is stored in the storage unit and indicates a response to a customer request, and the reference information The transmission destination specifying unit executes a transmission destination specifying procedure for specifying the transmission destination of the message, and the communication unit transmits the message to the transmission destination. Communication hand And determining whether or not the message can be transmitted to one of the transmission destinations included in the customer terminal using the telephone number of the caller in the transmission destination specifying procedure. When it determines with being possible, the said other transmission destination contained in the said customer information is characterized.

  In order to solve the above problem, a program according to still another aspect of the present invention is a program that causes a computer to function as an information presentation device, and the information presentation device includes a call connection unit, a message generation unit, A transmission destination specifying unit; and a communication unit, wherein the call connection unit executes a call connection procedure for specifying a telephone number of a calling customer terminal when an incoming call is received, and the message generation unit is connected to the customer terminal When the input information acquired from the above is acquired, the reference information is identified using response information that associates the input information with reference information of a document that is stored in the storage unit and indicates a response to a customer request, and the reference information is A message generation procedure for generating a message containing the message, the transmission destination specifying unit executing a transmission destination specifying procedure for specifying a transmission destination of the message, and the communication unit A communication procedure for transmitting to a transmission destination; and in the transmission destination specifying procedure, whether or not the message can be transmitted to one of the transmission destinations included in the customer terminal is determined as the telephone of the caller The other transmission destination included in the customer information is characterized when it is determined using a number and it is determined that transmission is impossible.

  According to the present invention, information presentation for an inquiry can be performed more efficiently.

  Problems, configurations, and effects other than those described above will be clarified by the following description of embodiments.

It is a functional block diagram which shows an example of a function structure of an information presentation system. It is a figure which shows an example of the data structure of response log information. It is a figure which shows an example of the data structure of reference destination information. It is a figure which shows an example of the data structure of customer information. It is a figure which shows an example of the data structure of priority guidance information. It is a figure which shows the hardware structural example of an information presentation apparatus. It is a flowchart (the 1) which shows an example of the information presentation process in an information presentation apparatus. It is a flowchart (the 2) which shows an example of the information presentation process in an information presentation apparatus. It is a flowchart which shows an example of a transmission destination specific process. It is a flowchart which shows an example of a priority number guidance process.

  Hereinafter, examples of embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a functional block diagram illustrating an example of a functional configuration of the information presentation system 1. The information presentation system 1 responds to an inquiry issued from the customer terminal 30 using the information presentation device 10, the operator terminal 20, an IVR (interactive voice response) 50, and a PBX (private branch exchange) 60.

  The information presentation device 10 is a device such as a PC (Personal Computer) or a server computer. The information presentation device 10 is managed by, for example, a business provider of an information presentation service using the information presentation system 1.

  The operator terminal 20 is a device such as a PC or a telephone that is operated by an operator and has a call function. The PBX 60 is a device that performs call connection between the operator terminal 20, the customer terminal 30, and the IVR 50. The customer terminal 30 and the PBX 60 are connected to the public telephone network 40, and the PBX 60 switches a call establishment destination of the customer terminal 30 between the information presentation apparatus 10 and the operator terminal 20 under the control of the information presentation apparatus 10.

  The PBX 60 is a device that mediates voice communication by circuit switching. The PBX 60 may be a mobile gateway. In that case, for example, data communication can be performed between the customer terminal 30 and the PBX 60 by using an IP phone.

  The IVR 50 is a device that automatically makes a voice response to the customer terminal 30 and plays back recorded voices or synthesized voices and accepts voice input operations (for example, push button operations or voice recognition operations). It is a device to perform. Since a known device is used for the IVR 50, description thereof is omitted. In this figure, the IVR 50 and the information presentation device 10 are described as independent devices, but the IVR 50 may be included in the information presentation device 10. In the present embodiment, the IVR 50 exhibits a function under the control of the information presentation device 10. Therefore, it demonstrates as what establishes a call between the customer terminal 30 and the information presentation apparatus 10 for convenience.

  The customer terminal 30 is a device having a call function, such as a telephone or a smartphone. When the information presentation device 10 receives a call from the customer terminal 30, the call is established between the customer terminal 30 and the information presentation device 10 under the control of the information presentation device 10. The information presentation device 10 switches the call establishment destination to the operator terminal 20 as necessary. Thereby, the establishment destination of the call of the customer terminal 30 is switched from the information presentation device 10 to the operator terminal 20.

  The information presentation device 10 generates a message including document reference information indicating a response to the inquiry and transmits the message to the customer terminal 30. The customer terminal 30 and the information presentation apparatus 10 may be connected via a network 70 such as the Internet. When the customer terminal 30 is connected to the network 70, the customer terminal 30 acquires and displays a document provided by the information presentation apparatus 10 or another information processing apparatus via the network 70. When the customer terminal 30 is not connected to the network 70, the customer acquires and browses the document by inputting reference information to the information processing apparatus a connected to the network 70. Note that the operator terminal 20 may not be connected to the network 70.

  The information presentation device 10 includes a control unit 110, a storage unit 120, and a communication unit 130. The control unit 110 controls processing such as presentation of response information for call connection and inquiry in the information presentation apparatus 10. The storage unit 120 stores information used for presenting response information and determining an information presentation destination, and information used for guiding a priority telephone number. The communication unit 130 transmits and receives information to the customer terminal 30.

  The communication unit 130 uses a data transmission service that enables transmission of data to a telephone number, for example, a short message service (hereinafter referred to as “SMS” (short message service)). Send. In addition, the communication unit 130 may be capable of transmitting information using a social network service such as facebook (registered trademark).

  The control unit 110 includes an automatic voice response unit 111, a call connection unit 112, a message generation unit 113, a transmission destination specifying unit 114, and a priority guidance unit 115. The automatic voice response unit 111 transmits an automatic voice response to the customer terminal 30 using the IVR 50. Further, the automatic voice response unit 111 causes the storage unit 120 to store input information input from the customer terminal 30 in response to the automatic voice response.

  The call connection unit 112 identifies the telephone number of the calling customer terminal 30 and establishes a call between the customer terminal 30 and the information presentation device 10. In addition, the call connection unit 112 waits when switching to the operator terminal 20 or a waiting time that occurs after receiving a response from the customer terminal 30 to the automatic voice response until the next automatic voice response is transmitted. Time is measured.

  The call connection unit 112 also counts the number of call establishments for each customer terminal 30. Further, the call connection unit 112 determines whether or not the call is disconnected during the automatic voice response, and causes the storage unit 120 to store information indicating that when the call is disconnected. The call connection unit 112 restricts the establishment of a call to the operator terminal 20 corresponding to the priority telephone number when the priority number guidance is given to the customer.

  The message generation unit 113 detects that the inquiry content of the customer is confirmed using the input information from the customer. The message generation unit 113 uses the input information to identify document information indicating an answer to the query, and generates a message including reference information indicating a reference destination of the document information. The document information is, for example, a web page, and the reference information is a URL (uniform resource locator) of the web page. Further, the message generation unit 113 generates a message including the priority telephone number when the priority guidance unit 115 described later specifies the priority telephone number.

  The transmission destination specifying unit 114 specifies the transmission destination of the message. The transmission destination specifying unit 114 determines whether a message can be transmitted to the customer terminal 30 that is the caller of the established call. The transmission destination specifying unit 114 specifies the type of the customer terminal 30 with reference to a predetermined location of the telephone number of the customer terminal 30, for example. The transmission destination specifying unit 114 determines that the message can be transmitted when the customer terminal 30 is a mobile phone, and specifies the telephone number as the transmission destination.

  When determining that the message cannot be transmitted to the customer terminal 30, the transmission destination specifying unit 114 specifies another transmission destination of the customer with reference to customer information 123 described later. The transmission destination specifying unit 114 specifies the input transmission destination by prompting the customer to input when other transmission destinations are not included in the customer information 123. The transmission destination specifying unit 114 specifies software for transmitting a message to the transmission destination when information other than the telephone number is specified as the transmission destination. Details will be described later.

  The priority guidance unit 115 refers to priority guidance information (to be described later) and priority number guidance conditions (not shown) using the caller telephone number, and determines whether or not the priority telephone number is to be transmitted. For example, when the waiting time generated in a call established for a predetermined period with respect to the calling customer terminal 30 is a predetermined time (for example, 5 minutes) or more, the priority guidance unit 115 determines that the customer terminal 30 has a priority telephone number. Is determined to be a target to be transmitted.

  Further, for example, the priority guide unit 115 determines that the customer terminal 30 that has been recognized to establish a call more than a predetermined number of times (for example, 3 times per hour) within a predetermined time is a transmission target of the priority telephone number. Further, for example, the priority guidance unit 115 determines that the customer terminal 30 associated with the information indicating that the transmitted message has not been reached is the transmission target of the priority telephone number. Further, for example, the priority guidance unit 115 determines that the customer terminal 30 whose call was disconnected during the automatic voice response in the previously established call is a target for transmitting the priority telephone number.

  The storage unit 120 stores response log information 121, reference destination information 122, customer information 123, and priority guidance information 124. The response log information 121 is information related to the established call, and is generated by an information presentation process described later. The reference destination information 122 is information related to a reference destination of a document indicating a response to the customer inquiry, and is stored in the storage unit 120 before the information presentation process. The customer information 123 is information about the customer, includes one or more customer contacts, and is stored in the storage unit 120 before the information presentation process. The priority guidance information 124 is information related to the priority telephone number that has been guided to the customer by the priority number guidance process described later, and is generated by the priority number guidance process.

  In addition, the storage unit 120 stores priority number guide conditions in an area not shown. The priority number guidance condition is information input in advance to the information presentation device 10 and is information regarding a condition for guiding the priority telephone number to the customer. Priority number guidance conditions guide priority phone numbers such as “cumulative waiting time is 5 minutes or more”, “call established 3 times within 1 hour”, “transmission message not yet reached”, or “halfway disconnected” It is information that is a criterion for whether or not.

  Next, each piece of information included in the storage unit 120 will be described.

  FIG. 2 is a diagram illustrating an example of the data structure of the response log information 121. The response log information 121 is information relating to the established call, and includes, for example, a history relating to a predetermined number of calls. The response log information 121 includes a telephone number 121a, a customer identifier 121b, an incoming call date and time 121c, an operator connection flag 121d, a midway disconnect flag 121e, a priority number guide flag 121f, a message transmission flag 121g, and a message reception flag. 121h, inquiry content 121i, and accumulated waiting time 121j.

  The telephone number 121a is the telephone number of the calling customer terminal 30. The customer identifier 121b is identification information for specifying a customer having the customer terminal 30 specified by the telephone number 121a. The incoming call date and time 121c is information indicating the date and time when the call is established. A call can be specified by the telephone number 121a and the incoming call date and time 121c.

  The operator connection flag 121d is information indicating whether or not the customer terminal 30 is connected to the operator terminal 20. When the call connection unit 112 of the information presenting apparatus 10 switches the call connection from the information presenting apparatus 10 to the operator terminal 20, the operator connection flag 121d is information indicating that the operator terminal 20 is connected.

  The halfway disconnect flag 121e is information indicating whether the established call is disconnected by the customer terminal 30 during automatic voice guidance. The priority number guidance flag 121f is information indicating whether or not a priority telephone number has been guided to the customer terminal 30 for the call specified by the related telephone number 121a and the incoming call date and time 121c. The message transmission flag 121g is information indicating whether or not a message has been transmitted to the customer terminal 30 for the call specified by the related telephone number 121a and the incoming call date and time 121c.

  The message reception flag 121h is information indicating whether or not the transmitted message is received when the message transmission flag 121g is information indicating that the message has been transmitted. When a message is transmitted using the short message service, the message transmission source can specify whether or not the message has been received.

  The inquiry content 121i is input information for specifying an input operation received from the customer terminal 30 for the automatic voice response. When a plurality of inputs are accepted, the inquiry content 121i includes information indicating the transition of the input operation. The accumulated waiting time 121j is information indicating the accumulated waiting time that has occurred in the established call.

  FIG. 3 is a diagram illustrating an example of the data structure of the reference destination information 122. The reference destination information 122 includes inquiry content 122a and reference information 122b. The inquiry content 122a is information for specifying an input operation received from the customer terminal 30 in response to the automatic voice response, and includes a transition of input processing when a plurality of inputs are received. The inquiry contents 122a can identify the inquiry contents of the customer. The reference information 122b is information indicating a document reference destination indicating a response to the query content specified by the query content 122a. The reference information 122b is, for example, a URL of a web page that displays product information.

  FIG. 4 is a diagram illustrating an example of the data structure of the customer information 123. The customer information 123 includes a customer identifier 123a, a home phone number 123b, a mobile phone number 123c, a name 123d, a mail address 123e, a software A account 123f, and a software B account 123g.

  The customer identifier 123 a is identification information that identifies a customer, and corresponds to the customer identifier 121 b of the response log information 121. The home phone number 123b is information indicating the home phone number of the customer specified by the customer identifier 123a. The customer information 123 is information stored in the information presentation apparatus 10 in advance by some means, such as being input to the information presentation apparatus 10 based on information entered by the customer on the subscription form. When a telephone number is input regardless of whether it is home or a mobile phone, the telephone number determined not to be a mobile phone based on the station number included in the telephone number is associated with the customer information 123 as the home phone number 123b.

  The cellular phone number 123c is information indicating the cellular phone number of the customer. The name 123d is information indicating the name of the customer. The email address 123e is information indicating the customer's email address.

  The software A account 123f and the software B account 123g are identification information indicating contact information when the customer has contact information other than a telephone number and an e-mail address. For example, the software A account 123f is identification information for specifying an account when the customer has an account for a social network service. The software A account 123f includes information for identifying software (including social network services) for which the customer has an account.

  FIG. 5 is a diagram illustrating an example of the data structure of the priority guidance information 124. The priority guidance information 124 includes a reception telephone number 124a, a priority number 124b, a priority start time 124c, and a priority end time 124d. The received telephone number 124a is information indicating the telephone number of the calling customer terminal 30 when the priority telephone number is guided. The priority number 124b is a priority telephone number guided to a customer having the customer terminal 30 specified by the reception telephone number 124a.

  The priority start time 124c is the date and time when restriction of call control of the operator terminal 20 corresponding to the priority number 124b starts. The priority start time 124c is the date and time when information including the priority telephone number specified by the priority number 124b is transmitted to the customer terminal 30, for example. The priority end time 124d is the date and time when the restriction on call control of the operator terminal 20 is released. The priority end time 124d is, for example, the date and time after the elapse of a predetermined period from the priority start time 124c.

  In addition, about each information memorize | stored in the memory | storage part 120, it does not need to include all the information shown in figure. Moreover, the information which is not illustrated may be included.

  FIG. 6 is a diagram illustrating a hardware configuration example of the information presentation apparatus 10. The information presentation device 10 includes an arithmetic device 11, a memory 12, an external storage device 13, an input IF (Interface) 14, an output IF 15, a communication IF 16, and a storage medium driving device 17, each component being Connected by bus.

  The arithmetic device 11 is an arithmetic device such as a CPU (Central Processing Unit) and executes processing according to a program recorded in the memory 12 or the external storage device 13. In the information presentation device 10, the processing is performed by the arithmetic device 11 that operates according to the program read out on the memory 12 or the external storage device 13. Each processing unit constituting the control unit 110 realizes each function by the arithmetic device 11 executing a program.

  The memory 12 is a storage device such as a RAM (Random Access Memory) or a flash memory, and functions as a storage area from which programs and data are temporarily read. The external storage device 13 writes and reads, for example, an HDD (Hard Disk Drive), a CD-R (Compact Disc-Recordable), a DVD-RAM (Digital Versatile Disk-Random Access Memory), and an SSD (solid state drive). Possible storage media and storage media driving devices. The function of the storage unit 120 is realized by the memory 12 or the external storage device 13. The function of the storage unit 120 may be realized by a storage device connected via the communication IF 16.

  The input IF 14 is an interface for accepting an input operation from an operator, and is connected to an input device such as a touch panel, a keyboard, a mouse, and a microphone. The output IF 15 is an interface for outputting information to a display device such as an LCD (Liquid Crystal Display) display built in the information presentation device 10.

  The communication IF 16 is an interface for connecting the information presentation device 10 to the IVR 50. For example, a communication device such as a LAN (Local Area Network) card is connected to the communication IF 16. The function of the communication unit 130 is realized by the communication IF 16. The storage medium driving device 17 is a device that inputs and outputs information from a portable medium 18 such as a CD (Compact Disk) or a DVD (Digital Versatile Disk).

  In addition, the process of each component of the information presentation apparatus 10 may be executed by one hardware, or may be executed by a plurality of hardware. Further, the processing of each component of the information presentation apparatus 10 may be realized by one program or a plurality of programs.

  FIG. 7 is a flowchart (part 1) illustrating an example of the information presentation process in the information presentation apparatus 10. This process is started, for example, when the information presentation apparatus 10 is activated.

  First, the call connection unit 112 accepts an incoming call (step S11). The call connection unit 112 identifies the telephone number of the calling customer terminal 30.

  Next, the call connection unit 112 determines whether or not the number is a priority target person (step S12). A priority target person is a person who is a target to be connected to the operator terminal 20 with priority over other customers, and who has previously provided a priority telephone number. The call connection unit 112 refers to the response log information 121 using the telephone number of the calling customer terminal 30, and identifies the record of the response log information 121 that corresponds to the telephone number 121a and has the latest incoming call date and time 121c. . When the call connection unit 112 refers to the priority number guide flag 121f of the specified record and is information indicating that the priority telephone number has been guided, the telephone number of the customer terminal 30 is the telephone number of the priority target person. judge.

  When it is determined that the call connection unit 112 is the number of the priority target person (in the case of “YES” in step S12), the call connection unit 112 determines whether it is within the priority response time (step S28). . The call connection unit 112 identifies the telephone number of the called party (information presentation system 1 side) and refers to the priority guide information 124. The call connection unit 112 identifies the record of the priority guidance information 124 that includes the destination telephone number in the priority number 124b and includes the telephone number of the customer terminal 30 identified in step S11 in the reception telephone number 124a.

  The call connection unit 112 determines that the current time is included in the time corresponding to the priority start time 124c and the priority end time 124d of the identified record within the priority response time. When the call connection unit 112 determines that it is not within the priority response time (in the case of “NO” in step S28), the call connection unit 112 advances the processing to step S13. The call connection unit 112 also proceeds to step S13 in the same manner even when the priority number 124b of the specified record does not correspond to the telephone number of the called party.

  When the call connection unit 112 determines that it is within the priority handling time (“YES” in step S28), the call connection unit 112 connects to the operator terminal 20 of the priority number handling operator (step S29). The automatic voice response unit 111 ends the automatic voice response. The call connection unit 112 refers to information (not shown) that associates the corresponding telephone number of the information presentation system 1 with the operator terminal 20, and between the operator terminal 20 and the customer terminal 30 associated with the priority telephone number. Establish a call.

  When the call connection unit 112 determines that the customer terminal 30 is not the priority target number (in the case of “NO” in step S12), or determines that it is not within the priority response time (in the case of “NO” in step S28) ), The priority guidance unit 115 determines whether or not the number is a priority guidance target person (step S13). The priority guidance target person is a person to whom a priority telephone number is transmitted.

  The priority guide unit 115 refers to the response log information 121 using the telephone number of the caller, and records the response log information 121 corresponding to the telephone number 121a when the incoming call date and time 121c is within a predetermined period from the current time. Extract. The priority guidance unit 115 compares the identified record of the response log information 121 with the priority number guidance conditions stored in the storage unit 120, and determines whether or not the customer terminal 30 is a target of priority number guidance. In other words, when the call connection unit 111 accepts an incoming call, the priority guide unit 115 determines whether the customer terminal 30 satisfies the priority number guide condition for a call established within a predetermined period before the incoming call. To do.

  As described above, the priority number guidance condition is information serving as a reference for determining whether or not to guide a priority telephone number to a customer. For example, the priority guidance unit 115 uses the priority number guidance conditions such as “cumulative waiting time is 5 minutes or more”, “call established three times within one hour”, “transmission message not yet reached”, or “halfway disconnected”. It is determined whether or not the customer terminal 30 is a priority number guidance target.

  More specifically, when the priority number guidance condition is set to pass a predetermined waiting time, the priority guidance unit 115 identifies the newest record of the incoming call date and time 121c among the extracted records. Whether the customer terminal 30 is the target of priority number guidance by determining whether or not the cumulative waiting time 121j included in the specified record passes the waiting time included in the condition, by the priority guiding unit 115. Determine whether or not.

  Note that the priority guide unit 115 further extracts the response log information 121 that the call has been established within a time that is a predetermined time before the current time among the extracted records, and adds up the accumulated waiting time 121j to obtain the priority number guide condition. The determination may be made by comparing with.

  When the priority number guide condition is set that the call has been established more than a predetermined number of times within a predetermined time, the priority guide unit 115 refers to the incoming call date and time 121c of the extracted response log information 121, Response log information 121 relating to a call established within a time that is a predetermined time after the current time is further extracted. When the number of records in the extracted response log information 121 is equal to or greater than a predetermined number, the priority guidance unit 115 determines whether or not the customer terminal 30 is a priority number guidance target.

  Note that the priority number guide condition may be that a predetermined number of calls have been received within a predetermined time. In this case, the call connection unit 113 generates response log information 121 when an incoming call is accepted in step S11. Whether the customer terminal 30 is the target of priority number guidance by the priority guidance unit 115 identifying the number of incoming calls within a predetermined time after the current time from the response log information 121 and comparing it with the priority number guidance information. Determine whether or not.

  Further, when the priority number guide condition indicates that the transmitted message has not been reached, the priority guide unit 115 refers to the message reception flag 121h of the newest record of the incoming call date and time 121c among the extracted records. Thus, it is determined whether or not the customer terminal 30 is the target of priority number guidance. In addition, when it is set in the priority number guide condition that there has been a disconnection in the middle, the priority guide unit 115 refers to the midway disconnect flag 121d of the record so that the customer terminal 30 is the target of priority number guidance. It is determined whether or not there is.

  Note that the priority number guide condition is not limited to the above example. For example, a combination of the above examples may be used. Further, in addition to the above-described example, such as “There are three or more halfway cuts” may be provided.

  When the priority guidance unit 115 determines that the number is the priority guidance target person number (in the case of “YES” in step S13), the call connection unit 112 proceeds to the priority number guidance process (step S30). The priority number guidance process will be described later. Then, the control part 110 complete | finishes the process of this flowchart.

  When the call connection unit 112 determines that the number is not the priority guidance target person number (in the case of “NO” in step S13), the call connection unit 112 establishes a call between the customer terminal 30 and the information presentation device 10. Response log information is generated (step S14). The call connection unit 112 establishes a call, and uses the customer telephone number specified in step S11, the customer identifier corresponding to the telephone number and customer information 123, and the call establishment date and time, and the response log information 121. Is generated.

  Next, the automatic voice response unit 111 outputs an automatic voice response (step S15). The automatic voice response unit 111 outputs an automatic voice response using the IVR 50. When receiving an input process from the customer terminal 30 based on the output voice, the automatic voice response unit 111 stores the input information in the inquiry content 121 i of the response log information 121.

  Next, the call connection unit 112 determines whether a waiting time has occurred (step S16). The call connection unit 112 occurs during the time lag that occurs between the time when the input process is received from the customer terminal 30 and the time when the next automatic voice response is transmitted, or when the call is switched from the information presentation device 10 to the operator terminal 20. The time lag is determined as the waiting time. In addition, the call connection unit 112 determines a time lag that occurs when the call establishment destination is switched from the operator terminal 20 to another operator terminal 20 as a waiting time.

  If the call connection unit 112 determines that the waiting time does not occur (“NO” in step S16), the call connection unit 112 advances the process to step S18.

  When the call connection unit 112 determines that a waiting time has occurred (in the case of “YES” in step S16), the call connection unit 112 times the generated waiting time (step S17). The call connection unit 112 calculates the total accumulated waiting time and stores it in the accumulated waiting time 121j of the response log information 121 generated in step S14.

  When the call connection unit 112 detects that the call is disconnected by the customer terminal 30 before the automatic voice response unit 111 finishes the automatic voice response, the call connection unit 112 sets the halfway flag 121e in the response log information 121 in the middle. Information indicating that there has been a disconnection is stored. When the call connection unit 112 switches the call establishment destination from the information presentation device 10 to the operator terminal 20 based on the input information, the call connection unit 112 indicates that the operator connection flag 121d of the response log information 121 is connected to the operator terminal 20. The information shown is stored.

  Next, the message generation unit 113 specifies the inquiry content (step S18). The message generation unit 113 refers to the reference destination information 122 using the inquiry content 121i of the response log information 121, and treats the inquiry content as confirmed when there is a record that matches the inquiry content 122a.

  Next, the message generator 113 determines whether there is another inquiry in the call (step S19). The message generation unit 113 asks the automatic voice response unit 111 whether there is another inquiry, and obtains input information of the response from the customer terminal 30 to determine whether there is another inquiry. . When the message generator 113 determines that there is another inquiry (in the case of “YES” in step S19), the message generator 113 returns the process to step S18. Thereafter, the automatic voice response unit 111 receives an input of another inquiry.

  If the message generator 113 determines that there is no other inquiry (in the case of “NO” in step S19), the process proceeds to step S20.

  An upper limit may be set for the number of inquiries specified in step S18. In that case, if the same number of inquiry contents as the upper limit value are identified as a result of repeating the process of step S18, in the next step S19, it is handled that there is no other inquiry ("NO" in step S19), and the process is Proceed to step S20.

  FIG. 8 is a flowchart (part 2) illustrating an example of the information presenting process in the information presenting apparatus 10.

  Next, the automatic voice response unit 111 inquires whether SMS is desired (step S20). The automatic voice response unit 111 reproduces a voice indicating a question as to whether or not to send an answer to the inquiry content by SMS to the customer terminal 30 and prompts the user to input whether or not it is desired.

  Next, the automatic voice response unit 111 determines whether or not the customer wishes to send an answer by SMS (step S21). The automatic voice response unit 111 uses the input information of the customer terminal 30 in response to the inquiry in step S20 to determine whether or not the customer wishes to send a reply by SMS.

  When the automatic voice response unit 111 determines that an SMS response is desired (“YES” in step S21), the transmission destination specifying unit 114 executes a transmission destination specifying process (step S22). The transmission destination specifying process will be described later. As a result of executing the transmission destination specifying process, the transmission destination of the message and the transmission method used when transmitting the message are specified. The transmission method is information indicating software that generates a message. The software is, for example, software that generates and transmits a short message or software that uses a social network service.

  When the automatic voice response unit 111 determines that an SMS response is not desired ("NO" in step S21), the automatic voice response unit 111 continues the automatic voice response (step S31).

  Next, the call connection unit 112 disconnects the call based on the input from the customer terminal 30 or the information presentation device 10 (step S32). When the automatic voice response unit 111 finishes the automatic voice response, the call connection unit 112 disconnects the call based on the input from the customer terminal 30 or the information presentation device 10. Then, the control part 110 complete | finishes the process of this flowchart.

  In step S22, when the transmission destination specifying unit 114 performs the transmission destination specifying process, the message generation unit 113 specifies reference information corresponding to the inquiry content (step S23). The message generation unit 113 refers to the reference destination information 122 using the inquiry content 121i of the response log information 121, and specifies the reference information 122b related to the corresponding inquiry content 122a.

  Next, the call connection unit 112 disconnects the call (step S24). At that time, the automatic voice response unit 111 ends the automatic voice response.

  Next, the message generator 113 generates a message (step S25). The message generation unit 113 acquires a message template associated in advance with the software identified in step S22 from an area (not shown) of the storage unit 120, and pastes the reference information identified in step S23 on the template. Generate a message.

  Next, the communication unit 130 transmits a message (step S26). The communication unit 130 transmits the message generated in step S25 to the transmission destination specified in the transmission destination specifying process in step S22 by the transmission method specified in the same step. The communication unit 130 stores information indicating that the message has been transmitted in the message transmission flag 121g of the record of the response log information 121 generated in step S14.

  Next, the communication unit 130 determines whether the transmission of the message is successful (step S28). The communication unit 130 determines whether or not the message has been successfully transmitted using information transmitted from an SMS gateway server (not shown). The communication unit 130 receives information indicating that an email has not arrived from an email server (not shown) or receives information indicating that a message has not arrived from a server used by the social network service. In this case, it may be determined that the message transmission is not successful. When the communication unit 130 determines that the message transmission is successful (“YES” in step S28), the control unit 110 ends the process of this flowchart.

  When the communication unit 130 determines that the message transmission is not successful (“NO” in step S28), the communication unit 130 updates the response log information 121 (step S33). The communication unit 130 stores information indicating that no message has been received in the message reception flag 121h of the record of the response log information 121 generated in step S14. Then, the control part 110 complete | finishes the process of this flowchart.

  Note that the customer terminal 30 that has received the message can refer to the response to the inquiry by selecting the reference information included in the message. According to the present embodiment, since a response can be presented to the customer without going through the operator, the cost can be reduced as compared with the case where the response is presented through the operator, which contributes to an improvement in efficiency. In addition, when presenting a response via an operator, it was necessary to explain using voice, but in this embodiment, since a document can be presented using reference information, more information can be sent to the customer. The convenience can be improved.

  FIG. 9 is a flowchart illustrating an example of the transmission destination specifying process. This flowchart explains the transmission destination specifying process performed in step S22 of FIG. 8 in more detail.

  First, the transmission destination specifying unit 114 determines whether or not the telephone number of the customer terminal 30 specified in step S11 is a telephone number that can transmit SMS (step S221). The telephone number includes a number indicating a prefix and a station number indicating a switching center that is continuous with the number. The telephone type indicating whether the telephone is a fixed telephone or a mobile telephone can be specified by the station number indicating the exchange. In an area (not shown) of the storage unit 120, information indicating whether SMS reception is possible and a station number are associated in advance. For example, the area is associated with a station number assigned to the mobile terminal and information enabling SMS reception.

  The transmission destination specifying unit 114 refers to this area, and determines that it is a telephone number that can transmit SMS when the station number included in the telephone number of the customer terminal 30 is a station number assigned to the mobile terminal. Alternatively, the transmission destination specifying unit 114 refers to the customer information 123 using the telephone number of the customer terminal 30 and, when the telephone number is included in the mobile phone number 123c, determines that the telephone number is a telephone number that can transmit SMS. To do. When determining that the SMS is a telephone number that can be transmitted (if “YES” in step S221), the transmission destination specifying unit 114 advances the process to step S228.

  When the transmission destination specifying unit 114 determines that the number is not an SMS-transmittable number (“NO” in step S221), the transmission destination specifying unit 114 determines whether there is a corresponding mobile number (step S222). ). The transmission destination identifying unit 114 refers to the customer information 123 using the telephone number of the customer terminal 30 identified in step S11, and identifies one or more records of customer information 123 including the telephone number in the home telephone number 123b. To do. The transmission destination specifying unit 114 specifies the number of mobile phone numbers 123c included in the specified record.

  If the number of mobile phone numbers included in the specified record is zero, or if there is no customer information 123 that includes the phone number of the customer terminal 30 in the home phone number 123b, the transmission destination specifying unit 114 displays the corresponding mobile number. Judge that there is no.

  If the transmission destination specifying unit 114 determines that there is one corresponding mobile number, the transmission destination specifying unit 114 proceeds with the process to step S228.

  When the transmission destination specifying unit 114 determines that there are a plurality of corresponding mobile numbers (in the case of “multiple” in step S222), the transmission destination specifying unit 114 transmits the SMS from among the plurality of mobile numbers. Is selected (step S223). The transmission destination specifying unit 114 requests the customer to select a telephone number for transmitting the SMS, for example, by reading a plurality of mobile numbers by an automatic voice response. The transmission destination specifying unit 114 uses the input information from the customer terminal 30 to specify the telephone number for sending the SMS. Thereafter, the transmission destination specifying unit 114 proceeds with the process to step S228. This processing is advantageous when, for example, mobile numbers of a plurality of families are registered in the customer information 123 for the telephone number at home.

  In step S221, when the transmission destination specifying unit 114 determines that the telephone number can transmit SMS (in the case of “YES” in step S221), or in step S222, the transmission destination specifying unit 114 sets the corresponding telephone number. When it is determined that the number is one (in the case of “one” in step S222), or when selection of a telephone number is accepted in step S223, the transmission destination specifying unit 114 specifies the SMS transmission destination number ( Step S228). The transmission destination specifying unit 114 specifies the telephone number of the customer terminal 30 as the SMS transmission destination number, and specifies SMS as the transmission method. Then, the control part 110 advances a process to step S23.

  In step S222, when the transmission destination specifying unit 114 determines that there is no corresponding telephone number (in the case of “None” in step S222), the transmission destination specifying unit 114 determines whether there is another contact address. (Step S224). The transmission destination specifying unit 114 specifies one or more records of customer information 123 in which the telephone number of the customer terminal 30 is included in the home telephone number 123b. The transmission destination specifying unit 114 determines that there is another contact when the specified record includes the mail address 123e, the software A account 123f, or the software B account 123g.

  Note that the transmission destination specifying unit 114 has no other contact information when there is no other contact information in the specified customer information 123 record or when there is no customer information 123 including the telephone number of the customer terminal 30. Is determined.

  When the transmission destination specifying unit 114 determines that there is another contact (if “YES” in step S224), the transmission destination specifying unit 114 specifies the transmission destination and the transmission method (step S225). The transmission destination specifying unit 114 specifies another contact as a transmission destination, and specifies software corresponding to the transmission destination as a transmission method. When there are a plurality of other contacts, the transmission destination specifying unit 114 may request the customer terminal 30 to select a contact to send a response from the plurality of contacts by an automatic voice response. Alternatively, a contact with a high priority may be specified as a transmission destination based on a predetermined priority. Then, the control part 110 advances a process to step S23.

  When the transmission destination specifying unit 114 determines that there is no other contact (“NO” in step S224), the transmission destination specifying unit 114 inquires about the contact and the contact method (step S226). The transmission destination specifying unit 114 urges the customer to input the contact information and the contact method by transmitting to the customer terminal 30 a voice for inquiring about the contact information and the contact method by an automatic voice response.

  Next, the transmission destination specifying unit 114 specifies the transmission destination and the transmission method (step S227). The customer terminal 30 accepts input such as a telephone number for sending SMS, an e-mail address, or an account of a social network service. The transmission destination specifying unit 114 acquires input information of the customer terminal 30 and specifies a transmission destination and a transmission method. Then, the control part 110 advances a process to step S23.

  Note that, before starting the processing of this step, it may be determined whether or not the customer terminal 30 is a device that can input a transmission destination. For example, the transmission destination specifying unit 114 prompts the customer to press a predetermined button by an automatic voice response, and determines whether the transmission destination can be input using the input result.

  In this embodiment, the customer is prompted to input a contact by an automatic voice response. However, the operator may be prompted to input a contact by inputting a voice to the operator terminal 20. Even in that case, the transmission destination specifying unit 114 of the information presentation device 10 specifies the transmission destination using the input information of the customer terminal 30.

  In the present embodiment, if it is determined in step S221 that the telephone number corresponds to SMS, a message is transmitted using SMS. However, the transmission destination identifying unit 114 refers to the customer information 123 to determine the presence or absence of other contacts, and when other contacts are included, the transmission is performed so that a method other than SMS can be selected. The destination specifying unit 114 may prompt the customer to select a transmission destination and a transmission method.

  In this embodiment, even when an inquiry is received from a customer terminal 30 such as a fixed telephone that cannot receive SMS, a transmission destination to which a message is appropriately transmitted can be specified. Thereby, the document in which the response is disclosed can be browsed regardless of the type of the customer terminal 30 that has made the inquiry, and convenience is improved.

  In recent years, an increasing number of people have a plurality of kitchens that combine so-called feature phones with certain restrictions on web browsing and smartphones specialized for web browsing. For such a customer, for example, a response to an inquiry received from a feature phone can be sent to the smartphone.

  FIG. 10 is a flowchart illustrating an example of the priority number guidance process. This flowchart explains the priority number guidance process shown in step S30 of FIG. 7 in more detail.

  First, the priority guide unit 115 determines whether or not the customer desires SMS (step S301). Specifically, the priority guidance unit 115 transmits voice information for requesting selection of whether or not transmission by SMS is desired as a means for guiding a priority telephone number by an automatic voice response. The priority guide unit 115 determines whether or not the customer desires SMS by using input information indicating a response to the voice information.

  When the priority guidance unit 115 determines that the customer wants SMS (in the case of “YES” in step S301), the priority guidance unit 115 determines whether the telephone number of the customer terminal 30 is a telephone number capable of sending SMS. It is determined whether or not (step S302). The processing performed in this step is the same as the processing performed in step S221 shown in FIG.

  When the priority guide unit 115 determines that the customer does not want SMS (in the case of “NO” in step S301), or the priority guide unit 115 does not have the phone number of the customer terminal 30 that can be transmitted by SMS. (When “NO” in step S302), the control unit 110 advances the process to step S14 illustrated in FIG. Thereafter, a call is established between the customer terminal 30 and the information presentation device 10, and customer response is performed by an automatic voice response.

  If the priority guide unit 115 determines that the telephone number is a phone number that can transmit SMS (in the case of “YES” in step S302), the call connection unit 112 is established between the information presentation device 10 and the customer terminal 30. The call is disconnected (step S303). Before the call is disconnected, the automatic voice response unit 111 ends the automatic voice response.

  Next, the message generation unit 113 generates a message describing the priority telephone number (step S304). When the priority guidance unit 115 selects one priority telephone number from the priority telephone number candidates stored in an area (not shown) of the storage unit 120, the message generation unit 113 generates a message describing the priority telephone number.

  Next, the communication unit 130 transmits the generated message (step S305). The communication unit 130 transmits the message generated in step S304 to the telephone number of the customer terminal 30 specified in step S11 using SMS.

  Next, the communication unit 130 determines whether the transmission of the message is successful (step S306). The processing performed in this step is the same as the processing performed in step S27 shown in FIG. When the communication unit 130 determines that the message transmission has not been successful (“NO” in step S306), the control unit 110 ends the process of this flowchart.

  When the communication unit 130 determines that the message transmission is successful (“YES” in step S306), the priority guide unit 115 generates the priority guide information 124 (step S307). The priority guide unit 115 associates the priority telephone number selected in step S304 with the telephone number of the customer terminal 30 identified in step S11, and generates priority guidance information 124. Further, the priority guidance unit 115 sets the date and time when the message is transmitted in step S305 as the priority start time 124c, and the time when the predetermined time stored in the storage unit 120 as a start time has elapsed as the priority end time 124d. Associate.

  Next, the call connection unit 112 controls the call connection of the operator corresponding to the priority telephone number for a predetermined time (step S308). When the call connection unit 112 detects an incoming call to the priority telephone number, it refers to the priority guidance information 124, and the priority guidance information 124 includes a combination of the telephone number and the priority telephone number of the customer terminal 30 that is the calling source. In addition, it is determined whether or not the current time is included in a time period from the priority start time 124c to the priority end time 124d. When the combination of the caller telephone number and the priority telephone number is not included in the priority guide information 124 or the current time is not included in the time zone indicated by the priority guide information 124, the call connection unit 112 No call establishment with 20 is performed. Specifically, the call connection unit 112 refers to the above-described information in which the telephone number and the corresponding operator terminal 20 are associated with each other, and calls between the operator terminal 20 and the customer terminal 30 corresponding to the priority telephone number. Do not establish.

  In this case, the call connection unit 112 may continue the processing from step S14. That is, the call connection unit 112 may establish a call between the customer terminal 30 and the information presentation device 10. Then, the control part 110 complete | finishes the process of this flowchart.

  In the priority number guidance process, the priority telephone number is described as being transmitted by SMS. However, if it is determined in step S302 described above that the customer terminal 30 is not a telephone number capable of sending SMS, the priority call is made by other means such as e-mail or social network service in the same manner as the information presentation process described above. A number may be transmitted. In that case, as a process after step S302, referring to the customer information 123, the mobile phone number and other transmission destinations and transmission methods associated with the caller telephone number are specified, and the specified transmission method is executed. Use to send the preferred phone number.

  According to the present embodiment, a telephone number that can be preferentially dealt with can be guided to a customer who satisfies a predetermined priority number guidance condition in an automatic voice response. Thereby, since it can respond preferentially to the customer who felt stress in the previous call, it contributes to the improvement of customer satisfaction.

  As mentioned above, although each embodiment and modification which concern on this invention have been demonstrated, this invention is not limited to an example of above-described embodiment, Various modifications are included. For example, the above-described exemplary embodiment has been described in detail for easy understanding of the present invention, and the present invention is not limited to the one having all the configurations described here. A part of the configuration of an example of an embodiment can be replaced with the configuration of another example. Moreover, it is also possible to add the structure of another example to the structure of an example of a certain embodiment. In addition, for a part of the configuration of an example of each embodiment, another configuration can be added, deleted, or replaced. Each of the above-described configurations, functions, processing units, processing means, and the like may be realized by hardware by designing a part or all of them with, for example, an integrated circuit. In addition, the control lines and information lines in the figure indicate what is considered necessary for the description, and do not necessarily indicate all of them. It can be considered that almost all configurations are connected to each other.

  In addition, the functional configuration of the information presentation device 10 is classified according to main processing contents in order to facilitate understanding. The present invention is not limited by the way of classification and names of the constituent elements. As described above, the configuration of the information presentation device 10 can be classified into more components according to the processing content. Moreover, it can also classify | categorize so that one component may perform more processes.

  1: Information presentation system, 10: Information presentation device, 11: Computing device, 12: Memory, 13: External storage device, 14: Input IF, 15: Output IF, 16: Communication IF, 17: Storage medium drive device, 18 : Media, 20: Operator terminal, 30: Customer terminal, 40: Public telephone network, 50: IVR, 60: PBX, 70: Network, 110: Control unit, 111: Automatic voice response unit, 112: Call connection unit, 113 : Message generation unit, 114: transmission destination identification unit, 115: priority guidance unit, 120: storage unit, 121: response log information, 122: reference destination information, 123: customer information, 124: priority guidance information, 130: communication unit A: Information processing apparatus

Claims (10)

A call connection that identifies the telephone number of the calling customer terminal when an incoming call is received;
A storage unit for storing response information that associates reference information of a document indicating a response to a customer request with input information acquired from the customer terminal, and customer information including a plurality of transmission destinations to the customer;
When the input information is acquired, the reference information is identified using the response information, and a message generation unit that generates a message including the reference information;
A destination identifying unit for identifying a destination of the message;
A communication unit that transmits the message to the destination,
The transmission destination specifying unit determines whether or not the message can be transmitted to the customer terminal by using the telephone number of the caller, and when determining that transmission is not possible, An information presentation apparatus that identifies the transmission destination. The information presentation device according to claim 1,
The communication unit transmits the message to the destination telephone number using a data transmission service that enables data transmission to the telephone number;
The transmission destination specifying unit determines whether the message can be transmitted to the customer terminal of a type specified using the telephone number of the caller. The information presentation device according to claim 1,
When the caller's telephone number is used to refer to the priority number guidance conditions stored in the storage unit and the customer terminal associated with the telephone number for the call established in a predetermined period satisfies the priority number guidance conditions , With a priority guidance section that identifies the priority telephone number that is preferentially connected to the operator terminal,
The storage unit stores the priority number guide condition that is predetermined according to the input information,
The message generation unit generates the message including the priority telephone number. The information presentation device according to claim 3,
The call connection unit identifies the operator terminal corresponding to the priority telephone number included in the message transmitted by the communication unit, and the customer terminal and the operator terminal other than the customer terminal that transmitted the message An information presentation device that restricts the establishment of a call. The information presentation device according to claim 3,
The call connection unit stores the number of call establishments for each telephone number in the storage unit,
The information presenting apparatus, wherein the priority guide unit determines that the priority number guide condition is satisfied for the customer terminal for which the call connection unit has established a call a predetermined number of times or more. The information presentation device according to claim 3,
The call connection unit times the waiting time of the customer in the established call and stores it in the storage unit,
The information presentation device, wherein the priority guide unit determines that the priority number guide condition is satisfied for the customer terminal in which the waiting time in a call established during the predetermined period is equal to or longer than a predetermined time. The information presentation device according to claim 1,
It has an automatic voice response unit that performs an automatic voice response to an established call,
The response information associates the input information and the reference information input from the customer terminal with respect to the automatic voice response,
The message generation unit specifies the reference information by using the input information input in response to the automatic voice response. The information presentation device according to claim 1,
The customer information includes identification information used by the customer to use software and the telephone number,
The transmission destination specifying unit determines whether or not to transmit the message using a data transmission service that enables transmission of data with respect to a telephone number for the customer terminal. Identifying the identification information included in the customer information related to the telephone number as the transmission destination,
The communication unit transmits the message using the software corresponding to the identification information. An information presentation method using an information presentation device,
The information presentation device includes a call connection unit, a message generation unit, a transmission destination specifying unit, and a communication unit,
The call connection unit executes a call connection procedure for specifying a telephone number of a calling customer terminal when a call is received,
When the message generation unit acquires the input information acquired from the customer terminal, the reference is made using response information that associates the input information with reference information of a document that is stored in the storage unit and indicates a response to a customer request. Performing a message generation procedure for identifying information and generating a message including the reference information;
The transmission destination specifying unit executes a transmission destination specifying procedure for specifying a transmission destination of the message,
The communication unit executes a communication procedure for transmitting the message to the destination,
In the transmission destination specifying procedure, when determining whether or not the message can be transmitted to one of the transmission destinations included in the customer terminal using the telephone number of the caller and determining that transmission is impossible An information presentation method characterized by the other destination included in the customer information. A program that causes a computer to function as an information presentation device,
The information presentation device includes a call connection unit, a message generation unit, a transmission destination specifying unit, and a communication unit,
The call connection unit executes a call connection procedure for specifying a telephone number of a calling customer terminal when a call is received,
When the message generation unit acquires the input information acquired from the customer terminal, the reference is made using response information that associates the input information with reference information of a document that is stored in the storage unit and indicates a response to a customer request. Performing a message generation procedure for identifying information and generating a message including the reference information;
The transmission destination specifying unit executes a transmission destination specifying procedure for specifying a transmission destination of the message,
The communication unit causes a computer to execute a communication procedure for transmitting the message to the destination,
In the transmission destination specifying procedure, when determining whether or not the message can be transmitted to one of the transmission destinations included in the customer terminal using the telephone number of the caller and determining that transmission is impossible A program characterized by the other destination included in the customer information.

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