JP7057594B1 - Information processing equipment, online customer service system, online customer service method, scenario generation method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an online customer service system or the like for automatically performing customer service according to a customer's reaction. SOLUTION: The information processing device is set to synchronize the data of customer service content including video and audio that the staff is serving, the data of reference content referred to in customer service, and the customer service content and reference content, and the customer. When the customer terminal requests a connection with a storage unit that stores a customer service scenario in which an event that can be detected by the terminal is set, and response content data including video and audio of the response associated with the above event. A playback control unit that reads the customer service scenario, plays the customer service content on the customer terminal according to the customer service scenario, and displays the reference content set in synchronization with the customer service content on the customer terminal, and the customer terminal during playback of the customer service content. When an event is detected in, the response control unit that reproduces the response content associated with the event on the customer terminal is provided. [Selection diagram] FIG. 5

Description

The present invention relates to an information processing device for serving customers via a communication network, an online customer service system, an online customer service method, a scenario generation method, and a program.

In recent years, information for various transactions such as renting and buying and selling real estate properties, purchasing used cars, and applying for travel has been provided via communication networks. In detail, in addition to posting information on the website of the business operator, sales staff (operators) using the WEB conference system explain products and respond to inquiries, and simulated experiences by watching video and audio. ..

For example, Patent Document 1 discloses a customer response support method that supports an operator's response to an inquiry from a customer. In Patent Document 1, standard response information corresponding to the assumed inquiry information is stored, and when receiving an inquiry from a customer, the received inquiry information is classified, and the classified inquiry information is the above-mentioned assumption. If the inquiry information is applicable, the standard response information corresponding to the inquiry information is transmitted to respond, and if the operator is required to respond to the classified inquiry information, the operator side terminal. Inquiry information from the customer is transmitted to the customer, and the response information created by the operator-side terminal that has received the inquiry information from the customer is replied to the customer to respond.

Further, Patent Document 2 discloses a call center support system for supporting a call center that responds to a request by telephone from a client. In Patent Document 2, information on a plurality of contents consisting of voice or video is stored in advance in a content information storage means, and when a call is received from the requester, the request from the requester is immediately responded to. Until the requester receives the designation of the content desired to be used and the operator can immediately respond to the requester's request when there is no operator capable of doing so. The process for delivering the content according to the designation of the requester to the terminal device of the requester is performed.

Japanese Unexamined Patent Publication No. 2002-197260 Japanese Unexamined Patent Publication No. 2006-86902

When a customer inquires about the sales staff (operator) of the business operator, if the operator is absent or is in the process of serving other customers, the business operator has an opportunity to serve the customer, and thus a transaction opportunity. Will be lost. On the other hand, if the operator is to be permanently stationed, the burden on the operator is heavy. Therefore, an automatic customer service system is desired so that inquiries from customers can be dealt with at any time.

However, when there is an inquiry from a customer, for example, as in Patent Document 2, the content desired by the user (for example, video or audio content explaining how to operate or handle the product, etc., see paragraph 0017 of Cited Document 2. ) Will be delivered, and in such content, it will be a one-sided explanation from the business side to the customer. Therefore, the customer cannot solve the question that arises in the middle of the explanation, and may remain dissatisfied. In addition, there is a possibility that the customer may pass important information by only one-sided explanation.

The present invention has been made in view of the above, and provides an information processing device, an online customer service system, an online customer service method, a scenario generation method, and a program capable of automatically performing customer service according to a customer's reaction. The purpose.

In order to solve the above problems, the information processing device according to one aspect of the present invention is an online customer service system including a business terminal used by a business staff and a customer terminal used by a customer. An information processing device connected to the terminal and the customer terminal via a communication network, and data of customer service content including video and audio of the staff serving the customer, and a moving image or a moving image referred to in the customer service. It is a customer service scenario used when the data of the reference content including the still image and the customer service content are reproduced on the customer terminal, and the synchronization between the customer service content and the reference content is set and the customer terminal is set. A storage unit that stores a customer service scenario in which at least one event that can be detected by the user is set, and data of response content that is associated with the at least one event and includes video and audio of the response of the staff to the customer. When the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and the customer service content is set in synchronization with the customer service content. A playback control unit that displays the reference content on the customer terminal, and when an event is detected on the customer terminal during playback of the customer service content, the response content associated with the detected event is played on the customer terminal. It is provided with a response control unit for causing the data to be generated.

In the information processing apparatus, the at least one event may include a pointing operation for the reference content displayed on the customer terminal or a tag superimposed on the reference content.

In the information processing apparatus, when the event is detected in the customer terminal, the response control unit suspends the customer service content being played on the customer terminal, reproduces the response content, and causes the response. When the reproduction of the content is completed, the customer service content may be reproduced from the paused position.

In the information processing device, the reproduction control unit may display the scheduled end time of the customer service content on the business operator terminal when starting the reproduction of the customer service content on the customer terminal.

An information processing device according to another aspect of the present invention communicates with the business terminal and the customer terminal in an online customer service system including a business terminal used by the staff of the business and a customer terminal used by the customer. An information processing device connected via a network, which stores data of reference content including moving images or still images referred to in customer service, and video and audio in which the staff is serving the customer. By storing the data of the customer service content including the data in the storage unit and setting the synchronization between the reference content referred to in the customer service and the customer service content, the customer service scenario used when the customer service content is reproduced on the customer terminal can be obtained. The scenario generation unit includes a scenario generation unit for generating, and the scenario generation unit includes a video and audio of the staff's response to the customer made in response to the event when the customer terminal detects a predetermined event. The event is stored in the storage unit, and the event is stored in the response content so that the response content can be played when the event is detected while the customer service content is being played on the customer terminal. It is associated with.

When the information processing apparatus detects an operation of changing the display range of the reference content on the business operator terminal, the scenario generation unit associates the operation information related to the changing operation with the data of the customer service content. It may be stored and the display range of the reference content may be changed at the timing when the operation information is associated with the customer service content.

The online customer service system according to another aspect of the present invention is connected to the information processing device, the business terminal connected to the information processing device via a communication network, and the information processing device via a communication network. The customer terminal is provided with the above-mentioned customer terminal.

In another aspect of the present invention, the online customer service method is connected to the business terminal used by the staff of the business, the customer terminal used by the customer, the business terminal, and the customer terminal via a communication network. An online customer service method executed in an online customer service system including an information processing device, wherein the information processing device includes data of customer service content including video and audio of the staff serving the customer, and the customer service. This is a customer service scenario used when the data of the reference content including the moving image or the still image referred to in the above and the customer service content are reproduced on the customer terminal, and the synchronization between the customer service content and the reference content is set. In addition, the customer service scenario in which at least one event that can be detected by the customer terminal is set, and the data of the response content including the video and audio of the response of the staff to the customer, which is associated with the at least one event. , And when the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and is synchronized with the customer service content. When the step of displaying the set reference content on the customer terminal and the event being detected on the customer terminal during the reproduction of the customer service content, the response content associated with the detected event is displayed on the customer terminal. It includes steps to regenerate.

The scenario generation method, which is another aspect of the present invention, is connected to the business terminal used by the staff of the business, the customer terminal used by the customer, the business terminal, and the customer terminal via a communication network. A scenario generation method for generating a customer service scenario used in an online customer service system including an information processing device, wherein the information processing device stores data of reference contents including a moving image or a still image referred to in the customer service. A step of including a storage unit, storing data of customer service content including video and audio of the staff serving the customer in the storage unit, and setting synchronization between the reference content referred to in the customer service and the customer service content. When the customer terminal detects a predetermined event, the storage unit stores the data of the response content including the video and audio of the response of the staff to the customer in response to the event, and the customer terminal. Includes a step of associating the event with the response content so that the response content can be reproducible if the event is detected while the customer service content is being played.

A program according to another aspect of the present invention is information processing in which a business terminal used by a staff of a business, a customer terminal used by a customer, and the business terminal and the customer terminal are connected via a communication network. In an online customer service system including the device, the information processing device is a program to be executed by the information processing device, wherein the information processing device includes data of customer service content including video and audio in which the staff is serving the customer. It is a customer service scenario used when the data of the reference content including the moving image or the still image referred to in the customer service and the customer service content are reproduced on the customer terminal, and the synchronization between the customer service content and the reference content is set. Data of response content including video and audio of the response of the staff to the customer, which is associated with the customer service scenario in which at least one event that can be detected by the customer terminal is set and the at least one event. When the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and the customer service content is combined with the customer service content. When an event is detected in the customer terminal during the step of displaying the reference content set in synchronization on the customer terminal and the customer terminal during playback of the customer service content, the response content associated with the detected event is displayed in the customer terminal. It is to execute the step to be reproduced in.

A program according to another aspect of the present invention is information processing in which a business terminal used by a staff of a business, a customer terminal used by a customer, and the business terminal and the customer terminal are connected via a communication network. A program for generating a customer service scenario used in an online customer service system including the device, wherein the information processing device is a storage unit for storing data of reference contents including a moving image or a still image referred to in the customer service. The step of storing the data of the customer service content including the video and audio that the staff is serving the customer in the storage unit, and setting the synchronization between the reference content referred to in the customer service and the customer service content. When the customer terminal detects a predetermined event, the data of the response content including the video and audio of the response of the staff to the customer made in response to the event is stored in the storage unit, and the customer terminal stores the data. The information processing apparatus is made to execute a step of associating the event with the response content so that the response content can be played when the event is detected while the customer service content is being played. ..

According to the present invention, a scenario is read in response to a connection request from a customer terminal, customer service content is played back on the customer terminal and reference content is displayed according to the scenario, and an event is generated on the customer terminal while the customer service content is being played back. When it is detected, the response content associated with the detected event is played back, so that customer service can be automatically performed according to the customer's reaction.

It is a figure which shows the schematic structure of the online customer service system which concerns on embodiment of this invention. It is a block diagram which shows the schematic structure of the business terminal shown in FIG. It is a schematic diagram which illustrates the customer service screen displayed on the business terminal. It is a schematic diagram which illustrates the customer service screen displayed on a customer terminal. It is a block diagram which shows the schematic structure of the server shown in FIG. It is a schematic diagram which illustrates the panoramic image of a property. It is a schematic diagram which illustrates the panoramic image of a property. It is a schematic diagram for explaining the concept of a customer service scenario. It is a schematic diagram for demonstrating the information stored in the customer service information database shown in FIG. It is a sequence diagram which shows the generation process of a customer service scenario. It is a sequence diagram which shows the generation process of a customer service scenario. It is a sequence diagram which shows the generation process of a customer service scenario. It is a sequence diagram which shows the automatic customer service processing. It is a sequence diagram which shows the automatic customer service processing.

Hereinafter, the information processing apparatus, the online customer service system, the online customer service method, the scenario generation method, and the program according to the embodiment of the present invention will be described with reference to the drawings. The present invention is not limited to these embodiments. Further, in the description of each drawing, the same parts are indicated by the same reference numerals.

In the following, the case where the online customer service system according to the present embodiment is applied to the real estate leasing brokerage business will be described as an example, but the industry to which the present embodiment is applicable is not limited to this. For example, the online customer service system according to this embodiment can be applied to various industries such as a goods sales business, a used car sales business, a travel agency business, a wedding hall referral service business, and an insurance contract mediation business. ..

(Embodiment)
FIG. 1 is a diagram showing a schematic configuration of an online customer service system according to an embodiment of the present invention. As shown in FIG. 1, the online customer service system 1 is a system for a business operator who provides products and services to serve customers online, and is a server 10 and a business operator terminal used by the business operator. 20 and a customer terminal 30 used by the customer.

The online customer service system 1 establishes a customer service room, which is a place for video and audio communication between terminals connected to the server 10 via the communication network N, and the business terminal 20 and the customer terminal are in this customer service room. By connecting 30, it is a system that enables two-way communication between staff and customers. In addition, the online customer service system 1 also has a function of connecting a customer terminal 30 to a customer service room and automatically performing customer service using pre-recorded video and audio of staff.

Here, although only one server 10 is shown in FIG. 1, each function of the server 10 described later may be executed by a plurality of hardware connected to the communication network N. Further, although FIG. 1 shows one business terminal 20 and one customer terminal 30, a plurality of business terminals 20 and customer terminals 30 may be provided.

The server 10, the business terminal 20, and the customer terminal 30 are connected via the communication network N. The communication network N is composed of, for example, an internet line, a telephone line, a LAN, a dedicated line, a mobile communication network, a communication line such as WiFi (Wireless Fidelity), Bluetooth (registered trademark), or a combination thereof, and is wired or wireless. , Or any combination of these.

The business terminal 20 is a terminal device having a communication function, a shooting function, and a voice input / output function, and can be configured by using, for example, a general-purpose desktop or notebook personal computer, a tablet terminal, or the like. .. The shooting function and the audio input / output function may be built in the terminal device or may be realized by externally attaching an external device.

FIG. 2 is a block diagram showing a schematic configuration of the operator terminal 20. As shown in FIG. 2, the operator terminal 20 includes a communication unit 21, an operation input unit 22, a display unit 23, an image pickup unit 24, a voice input / output unit 25, a storage unit 27, and a processor 28. Be prepared. Further, the business terminal 20 may further include a sensor unit 26.

The communication unit 21 is a communication interface that connects the operator terminal 20 to the communication Internet N and communicates with other devices connected to the communication network N. The communication unit 21 is configured by using, for example, a soft modem, a cable modem, a wireless modem, an ADSL modem, or the like.

The operation input unit 22 is, for example, a pointing device such as a mouse or a stylus pen, an input device such as a touch panel, an operation button, or a keyboard provided on the display unit 23, and receives an operation performed from the outside and signals according to the operation. Is input to the processor 28.

The display unit 23 is a display including a display panel and a drive unit formed of, for example, a liquid crystal display or an organic EL (electroluminescence).

The image pickup unit 24 is, for example, a webcam external to a computer or a camera built in the computer, and shoots a moving image of a staff member who operates a business terminal 20 to generate video data.

The voice input / output unit 25 is, for example, a general microphone and a sound player.
The sensor unit 26 includes various sensors such as a gyro sensor and an acceleration sensor, and outputs a detection signal indicating a change in the orientation or tilt of the operator terminal 20.

The storage unit 27 is configured by using a computer-readable storage medium such as a semiconductor memory such as a ROM or RAM. The storage unit 27 stores an operating system program, a driver program, an application program that executes various functions, various parameters used during execution of these programs, and the like. Specifically, the storage unit 27 establishes a communication state with the customer terminal 30 by connecting the business terminal 20 to the server 10, and performs various processes for allowing the staff of the business to serve customers online. Stores the program to be executed by the processor 28.

The processor 28 is configured by using, for example, a CPU, and by reading various programs stored in the storage unit 27, the processor 28 controls each part of the business terminal 20 in an integrated manner, and the staff is online using the business terminal 20. Perform various processes to serve customers. The functional unit realized by the processor 28 executing the program stored in the storage unit 27 includes a communication management unit 281, a display control unit 282, and a calculation unit 283.

The communication management unit 281 manages the operation of data transmission / reception in the communication unit 21. For example, the communication management unit 281 manages to receive the video or still image data to be displayed on the display unit 23 from the server 10, or transmit the video data captured by the image pickup unit 24 to the server 10. In addition, the communication management unit 281 manages the start and end of transmission / reception of video data and audio data to / from the customer terminal 30 connected to the customer service room.

The display control unit 282 controls the display of images and various information on the display unit 23. For example, the display control unit 282 causes the display unit 23 to display a predetermined screen based on the data received from the server 10. Further, the display control unit 282 displays a panoramic image or a VR image on the display unit 23 based on the data received from the server 10, and responds to an operation input from the operation input unit 22 or an operation detected by the sensor unit 26. Then, control such as changing the display range of these images is performed.

The calculation unit 283 executes image processing, audio data processing, and other calculation processing. Further, the calculation unit 283 may detect the direction, the moving direction, and the like of the operator terminal 20 based on the detection signal output from the sensor unit 26.

The customer terminal 30 is a terminal device having a communication function, a shooting function, and a voice input / output function, and can be configured by using, for example, a general-purpose desktop or notebook type personal computer, tablet terminal, smartphone, or the like. .. The shooting function and the audio input / output function may be built in the terminal device or may be realized by externally attaching an external device. The hardware configuration of the customer terminal 30 is basically the same as the configuration of the business terminal 20.

FIG. 3 is a schematic diagram illustrating a customer service screen displayed on the business operator terminal 20. FIG. 4 is a schematic diagram illustrating a customer service screen displayed on the customer terminal 30. Such a customer service screen can be displayed using a WEB browser based on the data transmitted from the server 10 described later.

As shown in FIG. 3, on the customer service screen M10 displayed on the business terminal 20, a customer display column M11 displaying an image of a customer who is a customer service partner and a staff display column M12 displaying an image of the staff themselves. And a reference content display column M13 on which the reference content referred to during customer service is displayed. For example, in the case of a real estate leasing brokerage business, a panoramic image of the property may be displayed in the reference content display field M13. In addition, detailed information about the property, a floor plan of the property, a thumbnail image, and the like may be displayed on the customer service screen M10.

As shown in FIG. 4, on the customer service screen M20 displayed on the customer terminal 30, a staff display column M21 in which a staff image is displayed, a customer display column M22 in which a customer's own image is displayed, and reference contents are displayed. A reference content display column M23 to be displayed is provided. Further, the customer service screen M20 may be provided with an enlargement button M24 for magnifying and displaying the reference content and an end button M25 for ending the customer service from the customer side.

FIG. 5 is a block diagram showing a schematic configuration of the server 10. The server 10 is composed of, for example, a host computer having a high arithmetic processing capacity, and has a communication unit 11, a storage unit 12, and a processor 13 as shown in FIG.

The communication unit 11 is a communication interface that connects the server 10 to the communication network N and communicates with other devices connected to the communication network N. The communication unit 11 is configured by using, for example, a soft modem, a cable modem, a wireless modem, an ADSL modem, or the like.

The storage unit 12 is configured by using a computer-readable storage medium such as a semiconductor memory such as ROM or RAM or a hard disk. The storage unit 12 stores, in addition to the operating system program and the driver program, an application program that executes various functions, various parameters used during the execution of these programs, and the like. Specifically, the storage unit 12 stores a program storage unit 121 for storing various programs and parameters, a web data storage unit 122, a user information database (DB) 123, a property information database (DB) 124, and reference content storage. A unit 125, a customer service information database (DB) 126, a customer service content storage unit 127, and a response content storage unit 128 are included.

The program storage unit 121 stores a program that connects the business terminal 20 and the customer terminal 30 and causes the processor 13 to execute various processes for allowing the staff of the business to serve customers online.

The web data storage unit 122 stores various data for constituting the website of the business operator. For example, the web data storage unit 122 stores data for configuring a site that introduces individual products and the like, and a site that searches for products and the like. Further, the web data storage unit 122 stores the data constituting the customer service screens M10 and M20 to be displayed on the business operator terminal 20 and the customer terminal 30 while the online customer service is being performed.

Stores user information database (DB) 123, information about business staff, and information about customers. The information about the staff includes, for example, an ID for identifying the group to which the staff belongs, a group name to which the staff belongs, an ID, a name, and a login account of the staff belonging to the group. The information about the customer includes, for example, information such as an ID for identifying the customer, a name, an e-mail address, a service usage history of online customer service, an ID of a staff member or a group in charge, a URL issued for online customer service, and the like.

The property information database 124 is a database that stores information about the property. Information about the property includes the ID for identifying the property (property ID), the name of the property, the address and area of the property, the category of the property (for singles, families, corporations, etc.), the ID of the staff in charge or the group in charge, It includes information such as the address of the storage area where the web data of the property is stored and the identification information (reference content ID) of the reference content referred to in the online customer service.

The reference content storage unit 125 stores the data of the reference content referred to during the online customer service. As the reference content, a panoramic image showing the exterior or interior of the property, a VR (Virtual Reality) image, or the like can be used. The reference content may be a moving image or a still image. An image ID is assigned to the image constituting the reference content, and the image is managed by the identification information (reference content ID) assigned to each property.

6 and 7 are schematic views illustrating a panoramic image of the property. In the business terminal 20 and the customer terminal 30, a part of the panoramic image is cut out and displayed according to the screen (see the reference content display column M13 in FIG. 3 and the reference content display column M23 in FIG. 4).

The user's field of view (that is, the display range in the panoramic image) for the panoramic image can be changed by operating the terminal device. For example, by a pointing operation (click operation, tap operation, drag operation, swipe operation, etc.) for a desired part of the panoramic image displayed on the screen, or by a pointing operation for selecting a tag on which the panoramic image is superimposed and displayed. , You can change the field of view for the panoramic image. Alternatively, if the terminal device is equipped with a gyro sensor or an acceleration sensor, the field of view can also be changed by tilting or moving the terminal device.

As a specific example, the tags M31 to M35 are superimposed and displayed on the panoramic image M30 shown in FIG. By performing an operation of selecting any of these tags M31 to M35, the display range of the panoramic image is changed so that the field of view is directed toward the selected tag. Further, the panoramic image M30 is provided with a "return" tag M36, and by performing an operation of selecting the tag M36, the display range of the panoramic image can be returned to the immediately preceding one.

Further, the tag M41 is superimposed and displayed on the panoramic image M40 shown in FIG. 7. By performing the operation of selecting the tag M41, the display range of the panoramic image is changed so that the field of view approaches the direction of the tag M41.

The customer service information database (DB) 126 stores information on a customer service scenario used when performing online automatic customer service. Here, the customer service scenario is a scenario that defines the configuration, order, and branch of the scene where the staff serves the customer, and is used when the customer service content including the video and audio of the staff is reproduced on the customer terminal 30. Specifically, the customer service content is a video and audio of a staff member played during automatic customer service on the customer service screen M20 illustrated in FIG.

FIG. 8 is a schematic diagram for explaining the concept of the customer service scenario. As shown in FIG. 8, in the customer service scenario, the panoramic image which is the reference content is set to be synchronized with the customer service content. In addition, the operation information for changing the field of view for the panoramic image is also set to be synchronized with the customer service content.

Further, in the customer service scenario, at least one event that can be detected by the customer terminal 30 is set. Here, the event is an operation performed on the customer terminal 30 during customer service. For example, a pointing operation on the panoramic image displayed on the customer service screen M20 or a pointing operation on the tag superimposed on the panoramic image. Etc. are included.

Each event is associated with response content stored separately from customer service content. The response content is content including video and audio recording of a scene in which a staff member responds to a customer in response to an event. In FIG. 8, the event is set for each scene, but the event does not necessarily have to be set for each scene. For example, a common event may be set across a plurality of scenes, or an event may be set only at a specific timing of a certain scene.

As illustrated in FIG. 8, while the customer service content is being reproduced according to the customer service scenario, the panoramic image changes when the scenes are switched, and the field of view of the panoramic image changes at a predetermined timing of each scene. Further, if an event occurs during the reproduction of the customer service content, the response content corresponding to the event is reproduced.

FIG. 9 is a schematic diagram for explaining the information stored in the customer service information database 126. As shown in FIG. 9, the customer service information database 126 includes a customer service type table T1, a customer service scenario table T2, an event table T3, a response pattern table T4, and a response operation table T5.

The customer service type table T1 stores information regarding the type of customer service. The types of customer service include customer service for customers looking for rental properties, customer service for customers looking for sales deals, customer service for remodeling consultation customers, customer service for new customers, customer service for repeaters, and contract flow. Explanation etc. are included. The information regarding the type of customer service includes the type of customer service, the identification information (staff ID) of the staff in charge of sales, and the identification information (customer service scenario ID) of the customer service scenario used in the automatic customer service. Even for the same property, the customer service method differs depending on the type of customer service, so a plurality of customer service scenarios may be generated for one property. Further, the staff in charge may be set for each staff, or may be set for each group to which a plurality of staff belong.

The customer service scenario table T2 stores information about the customer service scenario. The information related to the customer service scenario includes the customer service scenario ID, the property ID for specifying the property information, the customer service content identification information (customer service content ID), and the event identification information (event ID) set in the customer service scenario. And the customer service scenario ID of the customer service scenario to be reproduced next. Examples of the customer service scenario to be reproduced include a customer service scenario for a property whose price range is close to that of the property in the customer service and which the customer is likely to be interested in, and a customer service scenario for explaining the flow of the contract.

The event table T3 stores information about each event set in the customer service scenario. Information about the event includes the event ID, the image ID of the panoramic image (video or still image) in which the event is set, the field of view in the panoramic image that causes the event, or the content of the event, and the event. The identification information (response pattern ID) of the associated response pattern is included. Here, the field of view in the panoramic image that generates the event is set, for example, when the customer performs automatic customer service such that an explanation video by the staff in charge is played when the customer continues to watch a specific range in the panoramic image for a predetermined time or longer. Range. As an example, when the visual field range in the panoramic image is fixedly displayed in the reference content display field M23 (see FIG. 4) for a predetermined time or longer, an event that the customer keeps looking at the range can be generated. In addition, the contents of the event include an operation of pressing an arbitrary button provided on the screen (click or tap operation with a mouse), an operation of selecting a tag superimposed on a panoramic image (same as above), and the like. If the event is such that a predetermined button displayed on the screen is pressed, "null" may be stored instead of the image ID. Further, when the panoramic image in which the event is set is a moving image, the frame number in which the event is set in the moving image may be stored.

The response pattern table T4 stores information about the response pattern associated with the event. The information regarding the response pattern includes the response pattern ID and the identification information (moving image ID) of the response content including the video and audio reproduced in the response pattern. Further, the information regarding the response pattern may include identification information (response operation ID) of the response operation performed during the response of the staff in response to the event. The response operation ID is associated with the time (or the frame number of the moving image) in the response content.

The response operation table T5 stores information related to the response operation. The information about the response operation includes the response operation ID and the content of the response operation. The contents of the response operation include information representing an operation for changing the field of view of the panoramic image, display of text, display of explanatory material, and the like.

The customer service content storage unit 127 stores data of customer service content (video and audio) to be reproduced on the customer terminal 30 during automatic customer service.

The response content storage unit 128 stores data of response content (video and audio) to be played back when an event is detected in the customer terminal 30 during automatic customer service.

The processor 13 is configured by using, for example, a CPU (Central Processing Unit), and by reading a program stored in the program storage unit 121, it controls each unit of the server 10 in an integrated manner, and also controls the business terminal 20 and the customer terminal. By transmitting and receiving information to and from 30, various functions for online customer service are realized. The functional unit realized by the processor 13 reading the program stored in the program storage unit 121 includes an information management unit 14 that manages various information, and a communication control management unit 15 that manages communication control during online customer service. Is included.

The information management unit 14 includes a URL generation unit 141, a web management unit 142, and a scenario generation unit 143.
The URL generation unit 141 issues a URL for the customer terminal 30 to access the customer service site of the business operator and receive online customer service. This URL may include information that identifies the property (property ID or property name), information that identifies the staff in charge of customer service (staff ID or group ID), information such as the expiration date, and in this case, the customer. Can directly receive customer service related to the property simply by accessing the URL.

The web management unit 142 manages the website of the business operator by using the information stored in the web data storage unit 122. Further, the web management unit 142 may execute a process of embedding the URL generated by the URL generation unit 141 in the website related to a specific property. In this case, the customer can receive customer service without making a reservation in advance by accessing the URL embedded in the website.

The scenario generation unit 143 records the video and audio of the staff serving the customer as the customer service content, and generates the customer service scenario by setting the synchronization between the reference content referred to in the customer service and the customer service content. Further, when the customer terminal 30 detects an event, the scenario generation unit 143 records the video and audio of the staff's response to the customer made in response to the event as the response content, and the customer service content is recorded on the customer terminal 30. The event is associated with the response content and set in the customer service scenario so that the response content can be played if a similar event is detected during playback.

The communication control management unit 15 includes a URL analysis unit 151, a customer service room management unit 152, a call control unit 153, a communication control unit 154, a reproduction control unit 155, and a response control unit 156.
When the customer terminal 30 accesses the URL generated by the URL generation unit 141, the URL analysis unit 151 analyzes this URL and extracts information (for example, property ID or staff ID) included in the URL. ..

The customer service room management unit 152 creates a customer service room, which is a place for video and audio communication between terminals connected to the server 10 via the communication network N, and manages the connection between these terminals.

The call control unit 153 calls the business terminal 20 used by the staff in charge of customer service based on the information contained in the URL. When there are a plurality of staff members in charge of customer service, the call control unit 153 may call a plurality of business terminal 20s used by each of these staff members.

The communication control unit 154 performs communication control such as transmitting data for displaying a predetermined screen to the terminal accessing the server 10 and receiving data transmitted from the terminal.

When the customer terminal 30 requests a connection, the reproduction control unit 155 reads the customer service scenario from the customer service information database 126, reproduces the customer service content on the customer terminal 30 according to the customer service scenario, and synchronizes with the customer service content. Control is performed to display the set reference content on the customer terminal 30.

When an event is detected in the customer terminal 30 during the reproduction of the customer service content, the response control unit 156 controls the customer terminal 30 to reproduce the response content associated with the detected event.

Next, the operation of the online customer service system 1 will be described. 10 to 12 are sequence diagrams showing a process of generating a customer service scenario. In the following, a case where a staff member of a real estate property broker serves a customer while referring to a panoramic image of the property will be described.

The process of generating a customer service scenario can be executed in parallel while the staff is actually providing online customer service to the customer. However, the customer may be a dummy (for example, a staff member other than the staff member who serves the customer plays the role of the customer).

The business operator issues a URL for online customer service to a customer who has accessed through a website or the like in advance, and sends the URL to the customer via e-mail or short message service (SMS). In addition to the address for connecting to the customer service room, this URL includes information such as the ID of the property that the customer wants to guide and the ID of the staff in charge.

As shown in FIG. 10, when the customer terminal 30 detects an operation of accessing the URL for online customer service (step S101), the customer terminal 30 transmits a connection request to the server 10 (step S102). The server 10 analyzes the URL (step S103) and calls the corresponding business terminal 20 based on the ID of the staff in charge included in the URL (step S104).

When the business operator terminal 20 detects the response operation to the call (step S105), it responds to the server 10 and instructs the start of the customer service record (step S106). In response to this, the server 10 permits the customer terminal 30 to enter the customer service room (step S107). As a result, the business terminal 20 and the customer terminal 30 are connected, and bidirectional communication by video and audio is possible between the two. Further, the server 10 starts generating a customer service scenario (step S108).

The server 10 causes the business terminal 20 to download the panoramic image data of the property, which is the reference content, based on the ID of the property included in the analyzed URL (step S109). After that, customer service by the staff is started (steps S110, S111).

The business terminal 20 takes a picture of the staff, accepts voice input (step S120), and displays the staff's image on the customer service screen M10 (see staff display column M12) (step S121). Further, the operator terminal 20 transmits the video data and the audio data obtained by shooting to the server 10 (step S122).

The server 10 records video data and audio data received from the business operator terminal 20 and stores them in the customer service content storage unit 127 as customer service content data (step S123). Further, the server 10 transmits the video data and the audio data to the customer terminal 30 (step S124). The customer terminal 30 displays the staff's video on the customer service screen M20 (see the staff display column M21) based on the received video data, and outputs the voice based on the received voice data (step S125).

The customer terminal 30 takes a picture of the customer, accepts voice input (step S130), and displays the customer's image on the customer service screen M20 (see customer display column M22) (step S131). Further, the customer terminal 30 transmits the video data and the audio data obtained by shooting to the server 10 (step S132). The server 10 transmits the video data and the audio data received from the customer terminal 30 to the business terminal 20 (step S133). The business operator terminal 20 displays the customer's video on the customer service screen M10 (see the customer display column M11) based on the received video data, and outputs the voice based on the received voice data (step S134).

Such processes in steps S120 to S134 are executed while the business operator terminal 20 and the customer terminal 30 are connected to the customer service room.

As shown in FIG. 11, when the operator terminal 20 detects the operation of displaying the panoramic image (step S140), the panoramic image is displayed on the customer service screen M10 (reference content display) based on the panoramic image data downloaded in step S109. (See column M13) (step S141). Further, the business terminal 20 transmits the image ID of the displayed panoramic image to the server 10 (step S142).

The server 10 records the image ID of the panoramic image received from the business operator terminal 20 in the customer service information database 126 in association with the customer service content data (step S143). Further, the server 10 transmits the panoramic image data of the image ID to the customer terminal 30 (step S144). The customer terminal 30 displays a panoramic image based on the received panoramic image data (step S145). For example, on the customer service screen M20, a panoramic image of the same scene of the same property as that displayed on the business operator terminal 20 is displayed in the reference content display column M23.

For example, after the customer service starts, the staff finishes a series of greetings and explains, "Let's guide you immediately. First, we will enter from the entrance ...", and at that timing, a panoramic image of the entrance will be displayed. Suppose. In this case, the server 10 associates the image ID of the panoramic image showing the entrance with the customer service content data at the timing when the above dialogue is issued.

In the processes of steps S140 to S145, in addition to the case where a new panoramic image is displayed on the operator terminal 20, an operation of jumping to another scene of the same panoramic image or a display on another panoramic image is performed. It is also executed when the operation to switch is performed.

When the business operator terminal 20 detects an operation of changing the user's field of view with respect to the panoramic image (step S150), the business terminal 20 changes the display range of the panoramic image displayed on the customer service screen M10 according to the operation (step S151). ..

Further, the operator terminal 20 transmits the operation information to the server 10 (step S152). The server 10 records the received operation information in the customer service information database 126 in association with the customer service content data (step S153). Further, the server 10 transmits the operation information to the customer terminal 30 (step S154). The customer terminal 30 changes the display range of the panoramic image displayed on the customer service screen M20 based on the received operation information (step S155). As a result, the display range of the panoramic image changes in the customer terminal 30 as in the business terminal 20.

For example, when the panoramic image M30 shown in FIG. 6 is displayed on the business terminal 20, the staff clicks the tag M35 indicating the direction of the adjacent bedroom with the mouse, and "Let's go to the bedroom next time." . ”. In this case, in the business terminal 20 and the customer terminal 30, the display range of the panoramic image is changed so that the field of view is directed toward the bedroom. Further, in the server 10, the operation information for selecting the tag M35 is associated with the customer service content data at the timing when the staff issues the above line.

The processes of steps S150 to 155 are executed every time the operation for the panoramic image is detected in the operator terminal 20.

As shown in FIG. 12, when the customer terminal 30 detects an event that changes the user's field of view with respect to the panoramic image (step S160), the display range of the panoramic image displayed on the customer service screen M20 is changed according to the event. Change (step S161). Further, the customer terminal 30 transmits event information regarding the detected event to the server 10 (step S162). This event information includes information such as the content (operation) of the event, the image ID of the panoramic image, and the range of the changed field of view.

The server 10 assigns an event ID to the received event information and records it in the customer service information database 126 (step S163). Further, the server 10 transmits this event information to the operator terminal 20 (step S164).

The business terminal 20 changes the display range of the panoramic image displayed on the customer service screen M10 according to the received event information (step S165). Further, the business terminal 20 receives the shooting of the staff and the voice input (step S166), displays the video of the staff (step S167), and transmits the video data and the voice data to the server 10 (step S168). ..

At this time, the business terminal 20 may accept various operations by the staff. For example, the business terminal 20 may accept an operation of changing the user's field of view for the panoramic image. In this case, the display range of the panoramic image is changed according to the operation, and the operation information is transmitted to the server 10. Send to. Further, the business terminal 20 may accept an operation of displaying explanatory materials and text information different from the panoramic image on the customer service screen M10. In this case, the data and text data of the explanatory materials are sent to the server together with the operation information. Send.

After recording the event information, the server 10 records the video data and the audio data received from the operator terminal 20 as the response content data, and associates them with the event information recorded in step S163 (step S169). Further, the server 10 transmits video data and audio data to the customer terminal 30 (step S170), and causes the customer terminal 30 to execute video display and audio output (step S171).

Further, when the server 10 receives the operation information from the business terminal 20, the server 10 records the received operation information and related data in association with the event information, and records the operation information and the related data in the customer terminal 30. Send. As a result, on the customer terminal 30, a video of the staff's response to the event is displayed, and additional materials and the like are displayed.

For example, it is assumed that the customer taps the tag M41 while the panoramic image M40 shown in FIG. 7 is displayed on the customer terminal 30. In this case, in the business terminal 20 and the customer terminal 30, the display range of the panoramic image is changed so that the field of view approaches the direction of the tag M41. Also, with this change in the display range, the staff will explain, for example, "I'm curious about the view from this balcony. The view from here is very nice." The video data and the audio data are recorded as the response content data, and are associated with the event information of the event detected in the customer terminal 30.

The event detected on the customer terminal 30 does not necessarily have to be accompanied by a change in the display range of the image. For example, a question button may be arranged at a predetermined position on the panoramic image, the operation of selecting the question button may be detected as an event, and the video of the staff's answer to the question may be recorded as the response content.

When the business operator terminal 20 detects the customer service end operation (step S180), the business terminal 20 transmits an end instruction to the server 10 (step S181). The server 10 disconnects the business terminal 20 and the customer terminal 30 from the customer service room (step S182). As a result, the customer service between the business terminal 20 and the customer terminal 30 is completed (steps S183 and S184). After that, the server 10 ends the generation of the customer service scenario (step S185).

13 to 14 are sequence diagrams showing automatic customer service processing using a customer service scenario.
As shown in FIG. 13, when the customer terminal 30 detects an operation of accessing the URL for online customer service (step S201), the customer terminal 30 transmits a connection request to the server 10 (step S202). The server 10 analyzes the URL (step S203) and reads out the corresponding customer service scenario by searching the customer service information database 126 based on the ID of the property included in the analyzed URL (step S204).

Further, the server 10 calls the corresponding business terminal 20 based on the ID of the staff in charge of customer service included in the analyzed URL, and transmits the scheduled end time of automatic customer service to the business terminal 20 based on the customer service scenario. (Step S205). The business terminal 20 receives the automatic customer service end fixed time and displays it on the screen (step S206). As a result, the staff using the business operator terminal 20 can grasp the scheduled end time of the automatic customer service.

The server 10 permits the customer terminal 30 to enter the customer service room (step S207). Subsequently, the server 10 reads the customer service content data from the storage unit 12 (step S208). After that, the automatic customer service to the customer terminal 30 by the server 10 is started (steps S209 and S210). That is, the server 10 transmits the read customer service content data to the customer terminal 30 (step S211). The customer terminal 30 reproduces the customer service content based on the received customer service content data (step S212). Further, the server 10 reads out the panoramic image data at a predetermined timing (step S213) and transmits it to the customer terminal 30 (step S214) according to the customer service scenario. On the customer terminal 30, a panoramic image is displayed in synchronization with video and audio, which are customer service contents (step S215). The display range of the panoramic image is changed or replaced with a different scene as the response content progresses according to the customer service scenario.

As shown in FIG. 14, when the customer terminal 30 detects an event (step S220), the display range of the panoramic image displayed on the customer service screen M20 is changed according to the event (step S221). Further, the customer terminal 30 transmits event information regarding the detected event to the server 10 (step S222). For example, when the image is operated so that the door in the panoramic image falls within the display range, and further, when an operation such as clicking the vicinity of the door with the mouse is performed, event information indicating that the door is touched is transmitted.

The server 10 searches the customer service information database based on the received event information (step S223). When the event information corresponding to the received event information is recorded in the customer service information database 126, the server 10 suspends the transmission of the customer service content data to the customer terminal 30 (step S224). As a result, the reproduction of the customer service content is temporarily stopped at the customer terminal 30 (step S225).

Further, the server 10 reads the response content data associated with the event information from the storage unit 12 (step S226) based on the event ID of the extracted event information, and transmits the response content data to the customer terminal 30 (step S227). The customer terminal 30 reproduces the response content based on the received response content data (step S228).

When the response content is completed (step S229), the server 10 resumes transmission of customer service content data (step S230). As a result, in the customer terminal 30, the reproduction of the customer service content is restarted from the place where the customer service content was paused in step S225 (step S231).

For example, it is assumed that the customer taps the tag M41 while the panoramic image M40 shown in FIG. 7 is displayed on the customer terminal 30. In this case, in the customer terminal 30, the display range of the panoramic image M40 is changed so that the field of view approaches the direction of the tag M41. Along with that, on the customer terminal 30, a video explaining "I'm curious about the view from this balcony. The view from here is very nice." Is played.

When the reproduction of the customer service content based on the customer service scenario is completed, the server 10 ends the automatic customer service (step S240) and notifies the business terminal 20 of the end of the automatic customer service (step S241).

When the business operator terminal 20 detects the connection operation to the customer service room (step S242), the business terminal 20 transmits a connection request to the server 10 (step S243). In response to this, the server 10 connects the business terminal 20 to the customer service room (step S244). As a result, transmission / reception of video data and audio data is started between the business terminal 20 and the customer terminal 30 (step S245), and customer service by the staff is disclosed (steps S246 and S247).

As described above, in the present embodiment, since the response content recorded according to the event is further associated with the customer service scenario in which the panoramic image is set synchronously with the customer service content, the customer service content is stored in the customer terminal 30. Even during the automatic customer service to be reproduced, the response content can be reproduced according to the event detected by the customer terminal 30. Therefore, it is possible to automatically provide customer service according to the reaction of the customer. As a result, the customer service can be provided to the customer even when the staff is away from the desk, and the business operator can prevent the loss of the customer service opportunity. Moreover, even if the number of staff is small, it is possible to provide sufficient customer service to the customer.

Further, according to the present embodiment, when the automatic customer service is started, the scheduled end time of the automatic customer service is displayed on the business terminal 20, so that the staff can inform the customer until the automatic customer service is completed. Can prepare for customer service.

Further, according to the present embodiment, since the video and audio of the staff serving the customer for the actual property are recorded as the customer service content and the response content, the content for the customer's reaction unexpected to the staff can be recorded. Can be accumulated.

Further, according to the present embodiment, the panoramic image can be operated from the customer terminal 30 side even during automatic customer service, so that the situation is close to the case where the staff and the customer are communicating in both directions. , Customers can receive customer service.

The present invention is not limited to the above embodiment, and various inventions can be formed by appropriately combining a plurality of components disclosed in the above embodiment. For example, some components may be excluded from all the components shown in the above embodiment, or another component may be combined with the component shown in the above embodiment.

1 ... Online customer service system, 10 ... Server, 11 ... Communication unit, 12, 27 ... Storage unit, 13, 28 ... Processor, 14 ... Information management department, 15 ... Communication control management unit, 20 ... Business terminal, 21 ... Communication Unit, 22 ... Operation input unit, 23 ... Display unit, 24 ... Imaging unit, 25 ... Audio input / output unit, 26 ... Sensor unit, 30 ... Customer terminal, 121 ... Program storage unit, 122 ... Web data storage unit, 123 ... User information database (DB), 124 ... Property information database (DB), 125 ... Reference content storage unit, 126 ... Customer service information database (DB), 127 ... Customer service content storage unit, 128 ... Response content storage unit, 141 ... URL generation Unit, 142 ... Web management unit, 143 ... Scenario generation unit, 151 ... URL analysis unit, 152 ... Customer service room management unit, 153 ... Call control unit, 154 ... Communication control unit, 155 ... Playback control unit, 156 ... Response control unit , 281 ... Communication management unit, 282 ... Display control unit, 283 ... Calculation unit

Claims (9)

An information processing device connected to the business terminal and the customer terminal via a communication network in an online customer service system including a business terminal used by a business staff and a customer terminal used by a customer. ,
Data of customer service content including video and audio of the staff serving the customer, and
Data of reference content including moving images or still images referred to in the customer service, and
A customer service scenario used when the customer service content is reproduced on the customer terminal, in which synchronization between the customer service content and the reference content is set, and at least one event that can be detected by the customer terminal is set. The customer service scenario that has been done,
Response content data associated with the at least one event, including video and audio of the staff response to the customer.
A memory unit that memorizes
When the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and the reference content set in synchronization with the customer service content is set. With a playback control unit that displays the above on the customer terminal,
When an event is detected in the customer terminal during the reproduction of the customer service content, a response control unit that reproduces the response content associated with the detected event in the customer terminal.
Equipped with
The at least one event is a pointing operation for the reference content displayed on the customer terminal or a tag superimposed on the reference content, or when the reference content is composed of a panoramic image, the event is included in the panoramic image. Including that a specific range is fixedly displayed for a predetermined time or longer
When the event is detected in the customer terminal, the response control unit suspends the customer service content being played on the customer terminal, reproduces the response content, and ends the reproduction of the response content. An information processing device that reproduces the customer service content from the paused location . The information processing device according to claim 1 , wherein the reproduction control unit causes the business operator terminal to display the scheduled end time of the customer service content when the customer terminal starts reproducing the customer service content. An information processing device connected to the business terminal and the customer terminal via a communication network in an online customer service system including a business terminal used by a business staff and a customer terminal used by a customer. ,
A storage unit that stores data of reference content including moving images or still images referred to in customer service, and a storage unit.
By storing the data of the customer service content including the video and audio that the staff is serving the customer in the storage unit and setting the synchronization between the reference content referred to in the customer service and the customer service content, the customer service content. A scenario generation unit that generates a customer service scenario used when reproducing the above on the customer terminal, and a scenario generation unit.
Equipped with
When the customer terminal detects a predetermined event, the scenario generation unit stores the data of the response content including the video and audio of the response of the staff to the customer in response to the event in the storage unit. The event is associated with the response content so that the response content can be played when the event is detected while the customer service content is being played on the customer terminal.
The predetermined event is a pointing operation for an image displayed on the customer terminal or a tag superimposed on the image, or a specific range in the panoramic image when the image is composed of a panoramic image. An information processing device that includes a fixed display for a predetermined time or longer . When an operation for changing the display range of the reference content is detected on the business operator terminal, the scenario generation unit stores the operation information related to the operation to be changed in association with the data of the customer service content, and stores the customer service content. The information processing apparatus according to claim 3 , wherein the display range of the reference content is changed at the timing when the operation information is associated with the information processing device. The information processing apparatus according to any one of claims 1 to 4 .
The operator terminal connected to the information processing device via a communication network,
The customer terminal connected to the information processing device via a communication network,
Online customer service system with. It is executed in an online customer service system including a business terminal used by business staff, a customer terminal used by a customer, and an information processing device connected to the business terminal and the customer terminal via a communication network. It is an online customer service method
The information processing device is
Data of customer service content including video and audio of the staff serving the customer, and
Data of reference content including moving images or still images referred to in the customer service, and
A customer service scenario used when the customer service content is reproduced on the customer terminal, in which synchronization between the customer service content and the reference content is set, and at least one event that can be detected by the customer terminal is set. The customer service scenario that has been done,
Response content data associated with the at least one event, including video and audio of the staff response to the customer.
Remember,
When the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and the reference content set in synchronization with the customer service content is set. And the step of displaying on the customer terminal
When an event is detected on the customer terminal during the reproduction of the customer service content, the step of reproducing the response content associated with the detected event on the customer terminal, and the step.
Including
The at least one event is a pointing operation for the reference content displayed on the customer terminal or a tag superimposed on the reference content, or when the reference content is composed of a panoramic image, the event is included in the panoramic image. Including that a specific range is fixedly displayed for a predetermined time or longer
In the step of playing back, when the event is detected in the customer terminal, the customer service content being played on the customer terminal is paused, the response content is played back, and the playback of the response content is completed. An online customer service method in which the customer service content is played back from the paused location . Used in an online customer service system including a business terminal used by business staff, a customer terminal used by a customer, and an information processing device connected to the business terminal and the customer terminal via a communication network. It is a scenario generation method to generate a customer service scenario.
The information processing device includes a storage unit that stores data of reference content including a moving image or a still image referred to in customer service.
A step of storing data of customer service content including video and audio of the staff serving the customer in the storage unit, and setting synchronization between the reference content referenced in the customer service and the customer service content.
When the customer terminal detects a predetermined event, the data of the response content including the video and audio of the response of the staff to the customer made in response to the event is stored in the storage unit, and the customer terminal stores the data. A step of associating the event with the response content so that the response content can be played if the event is detected while the customer service content is being played.
Including
The predetermined event is a pointing operation for an image displayed on the customer terminal or a tag superimposed on the image, or a specific range in the panoramic image when the image is composed of a panoramic image. A scenario generation method that includes displaying a fixed image for a specified period of time or longer . In an online customer service system including a business terminal used by business staff, a customer terminal used by a customer, and an information processing device connected to the business terminal and the customer terminal via a communication network, the above-mentioned A program that is executed by an information processing device
The information processing device is
Data of customer service content including video and audio of the staff serving the customer, and
Data of reference content including moving images or still images referred to in the customer service, and
A customer service scenario used when the customer service content is reproduced on the customer terminal, in which synchronization between the customer service content and the reference content is set, and at least one event that can be detected by the customer terminal is set. The customer service scenario that has been done,
Response content data associated with the at least one event, including video and audio of the staff response to the customer.
Remember,
When the customer terminal requests a connection, the customer service scenario is read from the storage unit, the customer service content is reproduced on the customer terminal according to the customer service scenario, and the reference content set in synchronization with the customer service content is set. And the step of displaying on the customer terminal
When an event is detected on the customer terminal during the reproduction of the customer service content, the step of reproducing the response content associated with the detected event on the customer terminal, and the step.
To execute ,
The at least one event is a pointing operation for the reference content displayed on the customer terminal or a tag superimposed on the reference content, or when the reference content is composed of a panoramic image, the event is included in the panoramic image. Including that a specific range is fixedly displayed for a predetermined time or longer
In the step of playing back, when the event is detected in the customer terminal, the customer service content being played on the customer terminal is paused, the response content is played back, and the playback of the response content is completed. At that time, a program for playing back the customer service content from the place where the customer service content was paused . Used in an online customer service system including a business terminal used by business staff, a customer terminal used by a customer, and an information processing device connected to the business terminal and the customer terminal via a communication network. It is a program to generate a customer service scenario.
The information processing device includes a storage unit that stores data of reference content including a moving image or a still image referred to in customer service.
A step of storing data of customer service content including video and audio of the staff serving the customer in the storage unit, and setting synchronization between the reference content referenced in the customer service and the customer service content.
When the customer terminal detects a predetermined event, the data of the response content including the video and audio of the response of the staff to the customer made in response to the event is stored in the storage unit, and the customer terminal stores the data. A step of associating the event with the response content so that the response content can be played if the event is detected while the customer service content is being played.
Is executed by the information processing apparatus.
The predetermined event is a pointing operation for an image displayed on the customer terminal or a tag superimposed on the image, or a specific range in the panoramic image when the image is composed of a panoramic image. A program that includes a fixed display for a specified period of time or longer .

Images