JP7223538B2 - Accident response device, accident response system, accident response method and accident response program - Google Patents

Description

Application of Article 30, Paragraph 2 of the Patent Law Date of publication May 30, 2018 Address of publication https://www. sjnk. co. jp/~/media/SJNK/files/news/2018/20180530_2. pdf

Application of Article 30, Paragraph 2 of the Patent Law Date of publication May 30, 2018 Address of publication http://www. Asahi. com/articles/ASL5X4V8RL5XULFA01C. html

Application of Article 30, Paragraph 2 of the Patent Law Date of publication May 30, 2018 Publications, etc. Asahi Shimbun Page 13

Application of Article 30, Paragraph 2 of the Patent Act Publication date: July 20, 2018 Publications, etc. Nikkin Page 5

The present invention relates to an accident response device, an accident response system, an accident response method, and an accident response program.

A system has been disclosed in which information necessary for responding to an accident is transmitted from an insurance company to a user, and a response is obtained from the user according to the accident item (see, for example, Patent Document 1).

JP-A-2004-86844

In recent years, with the spread of mobile terminals, chatting has come to be widely used. For example, by using chat, it becomes possible to easily confirm inquiries about accident response. That is, the chat enables smooth accident response. However, no technology has yet been disclosed that enables incident response through chat.

SUMMARY OF THE INVENTION It is an object of the present invention to provide an accident response device, an accident response system, an accident response method, and an accident response program that enable smooth accident response through chat.

In the accident response device according to the present invention, a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information; The available time of the first person in charge is obtained by referring to a chat providing unit that provides a chat room to participate in and an available time table that stores the available time in association with each person in charge, and the available time of the first person in charge is obtained. and an automatic response unit for automatically transmitting a response message to the chat room when a chat message is transmitted from the user's terminal to the chat room.

In the accident response device, a monitoring unit for monitoring whether or not the chat providing unit receives a chat message from the first person in charge; A transmission unit that transmits an alert message to the terminal of the first person in charge when the chat providing unit does not receive the chat message from the first person in charge before the time elapses.

In the accident response device, a monitoring unit for monitoring whether or not the first person in charge has started to participate in the chat room; and a transmission unit configured to transmit an alert message to the terminal of the first person in charge when the start of participation in the chat room by the first person in charge is not detected.

In the accident response device, the available time table stores a continuation identifier of the chat room in association with each person in charge, and the automatic response unit stores the continuation identifier associated with the first person in charge. If indicated, the response message may not be automatically sent to the chat room.

In the accident response device, the continuation identifier may be changeable according to input information from the terminal of the first person in charge.

In the accident response device, the person-in-charge searching unit searches for a second person-in-charge who is a person in charge of taking over the first person-in-charge from the person-in-charge table in response to a handover request, and the chat providing unit A second contact may be included in the chat room.

In the accident response device, the chat providing unit may transmit an authentication key to the user's terminal, and allow the user to participate in the chat room when receiving the authentication key from the user's terminal.

An accident response system according to the present invention includes a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to user accident information, and a chat in which the user and the person in charge searched by the person-in-charge search unit participate. By referring to a chat providing unit that provides a room and an available time table that stores available times in association with each person in charge, the available time of the person in charge is obtained, and the user's available time is obtained outside the available time. an accident response device that automatically transmits a response message to the chat room when a chat message is transmitted from a terminal to the chat room; and a second terminal that transmits chat messages from the person in charge and displays the history of chat messages in the chat room.

In the accident handling method according to the present invention, the person-in-charge search unit searches for a person-in-charge from a person-in-charge table according to the user's accident information, and the chat providing unit searches for the user and the person-in-charge search unit. A chat room is provided in which the person in charge participates, and the automatic response unit acquires the available time of the person in charge by referring to the available time table that stores the available time in association with each person in charge, and It is characterized by automatically transmitting a response message to the chat room when a chat message is transmitted from the terminal of the user to the chat room outside the available time.

An accident response program according to the present invention provides a computer with a process of searching for a person in charge from a person in charge table according to a user's accident information, and a chat room in which the user and the found person in charge participate. Acquire the available time of the person in charge by referring to the processing and the available time table that stores the available time in association with each person in charge, and call the chat room from the terminal of the user outside the available time and a process of automatically transmitting a response message to the chat room when a chat message is transmitted .
In the accident response device according to the present invention, a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information; a chat providing unit that provides a chat room to participate in, wherein the person in charge search unit searches for a second person in charge who is a person in charge of taking over the first person in charge from the person table in response to a handover request. and the chat providing unit allows the second person in charge to participate in the chat room.
An accident response system according to the present invention includes a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to user accident information, and the user and the first person-in-charge searched by the person-in-charge search unit. and a chat providing unit for providing a chat room for the first person in charge, wherein the person in charge search unit searches for a second person in charge who is a person in charge of taking over the first person in charge from the person in charge table in response to a handover request. , the chat providing unit includes an accident response device that allows the second person in charge to participate in the chat room, and a first terminal that transmits chat messages from the user and displays a history of chat messages in the chat room. , a second terminal for transmitting chat messages from the first person in charge and displaying a history of chat messages in the chat room; and a third terminal that displays a history of messages.
In the accident handling method according to the present invention, the person-in-charge search unit searches for a person-in-charge from a person-in-charge table according to the user's accident information, and the chat providing unit searches for the user and the person-in-charge search unit. providing a chat room in which the first person in charge participates, and the person-in-charge search unit searches the person-in-charge table for a second person-in-charge who is the successor person in charge of the first person-in-charge in response to a handover request; and the chat providing unit allows the second person in charge to participate in the chat room.
An accident response program according to the present invention provides a computer with a process of searching for a person in charge from a person in charge table according to a user's accident information, and a chat room in which the user and the searched first person in charge participate. a process of searching for a second person in charge who is a successor of the first person in charge from the person table in response to a handover request; and a process of allowing the second person in charge to participate in the chat room. and is characterized by executing

According to the present invention, it is possible to provide an accident response system, an accident response method, and an accident response program that enable smooth accident response through chat.

1 is a block diagram of an accident response system according to an embodiment; FIG. (a) is a functional block diagram of an accident response device, and (b) is a block diagram for explaining the hardware configuration of the accident response device. (a) is a functional block diagram of first to third terminals, and (b) is a block diagram for explaining the hardware configuration of a control unit. It is a figure for demonstrating the outline|summary of accident response. FIG. 4 is a diagram illustrating a flowchart representing the operation of the accident response system; FIG. 4 is a diagram illustrating a flowchart representing the operation of the accident response system; It is a figure which illustrates a user information table. It is a figure which illustrates a person-in-charge table. It is a figure which illustrates a transfer person-in-charge table. FIG. 10 is a diagram illustrating a flowchart executed when the chat providing unit receives a chat message from the first terminal in the main person-in-charge mode; (a) is a diagram showing an example of a monitoring table of a main person in charge, and (b) is a diagram showing an example of a monitoring table of a takeover person in charge. FIG. 12 is a diagram illustrating a flowchart executed when the chat providing unit receives a chat message from the first terminal in the takeover person-in-charge mode; (a) is a diagram exemplifying a time chart when an alert message is transmitted in the main person in charge mode, and (b) is a diagram exemplifying a time chart when an alert message is transmitted in a handover person in charge mode. and (c) is a diagram exemplifying a time chart in the case of shifting to the takeover person-in-charge mode when the main person-in-charge does not reply. FIG. 4 illustrates a flowchart that is executed when a chat room is created; FIG. 10 is a diagram illustrating a flowchart executed when the mode is shifted from the main person in charge mode to the takeover person in charge mode.

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

(embodiment)
FIG. 1 is a block diagram of an accident response system 100 according to an embodiment. As illustrated in FIG. 1, the accident response system 100 includes an accident response device 10, a network 30, a first base station 40a to a third base station 40c, a first terminal 50a to a third terminal 50c, and the like. Although only three base stations and three terminals are shown in FIG. 1, more base stations and terminals may be provided. Also, although each terminal is illustrated as communicating with a different base station, a plurality of terminals may be able to communicate with one base station.

The accident response device 10 is a computer such as a server. The network 30 is an electric communication line such as the Internet. The first base station 40a to the third base station 40c are base stations for radio communication with the first terminal 50a to the third terminal 50c. The accident response device 10 and the first terminal 50a to the third terminal 50c communicate via the network 30 and one of the base stations. Note that the first terminal 50a to the third terminal 50c may have a configuration in which they are connected to the network 30 by wire. The first terminal 50a to the third terminal 50c may be terminals such as desktop PCs and notebook PCs, or mobile terminals such as smartphones. These first terminal 50a to third terminal 50c may be restricted in access by IP address authentication.

FIG. 2(a) is a functional block diagram of the accident response device 10. FIG. As illustrated in FIG. 2A, the accident response device 10 includes a user information table storage unit 11, a person-in-charge search unit 12, a person-in-charge table storage unit 13, a chat providing unit 14, an email transmission unit 15, and a reply omission monitor. It functions as a unit 16, a monitoring table storage unit 17, an automatic response unit 18, and the like.

FIG. 2B is a block diagram for explaining the hardware configuration of the accident response device 10. As shown in FIG. As illustrated in FIG. 2B, the accident response device 10 includes a CPU 101, a RAM 102, a storage device 103, a communication device 104, an input device 105, and the like. Each of these devices is connected by a bus or the like. A CPU (Central Processing Unit) 101 is a central processing unit. A RAM (Random Access Memory) 102 is a volatile memory that temporarily stores programs executed by the CPU 101 and data processed by the CPU 101 . The storage device 103 is a non-volatile storage device. As the storage device 103, for example, a ROM (Read Only Memory), a solid state drive (SSD) such as a flash memory, a hard disk driven by a hard disk drive, or the like can be used. The functions of the units of the accident response device 10 are implemented by the CPU 101 executing the accident response program stored in the storage device 103 . The function of each part of the accident response device 10 may be configured by a dedicated circuit or the like. Communication device 104 is an interface to network 30 . The input device 105 is a device for inputting information, such as a keyboard and a mouse.

FIG. 3(a) is a functional block diagram of the first terminal 50a to the third terminal 50c. As illustrated in FIG. 3(a), the first terminal 50a to the third terminal 50c are provided with a communication device 51, a control section 52, a user interface 53, and the like.

The communication device 51 is a communication device for wireless communication between the first terminal 50a to the third terminal 50c and the first base station 40a to the third base station 40c. The control unit 52 controls each unit of the first terminal 50a to the third terminal 50c. The user interface 53 is a touch panel device or the like, and has a display function and an information input function.

The communication device 51 receives e-mails from the accident response device 10 . The control unit 52 causes the user interface 53 to display the e-mail received by the communication device 51 .

The communication device 51 also receives chat messages from the accident response device 10 . The control unit 52 causes the user interface 53 to display the chat message received by the communication device 51 . On the other hand, when the user inputs a chat message to the user interface 53 , the control unit 52 causes the communication device 51 to transmit the chat message to the accident response device 10 .

Further, by controlling the communication device 51 , the control unit 52 can transmit information input by the user by operating the user interface 53 to the website on the network 30 .

FIG. 3B is a block diagram for explaining the hardware configuration of the controller 52. As shown in FIG. As illustrated in FIG. 3B, the control unit 52 includes a CPU 201, a RAM 202, a storage device 203, and the like. Each of these devices is connected by a bus or the like. A CPU 201 is a central processing unit. A RAM 202 is a volatile memory that temporarily stores programs executed by the CPU 201 and data processed by the CPU 201 . Storage device 203 is a non-volatile storage device. As the storage device 203, for example, a ROM, a solid state drive (SSD) such as a flash memory, a hard disk driven by a hard disk drive, or the like can be used. Each function of the control unit 52 is realized by the CPU 201 executing the programs stored in the storage device 203 . Each function of the control unit 52 may be configured by a dedicated circuit or the like.

Next, before describing the details of the operation of each part of the accident response system 100, an outline of accident response will be described. FIG. 4 is a diagram illustrating an outline of accident response. First, a user who encounters an accident communicates information about the accident by contacting the insurance company. After that, a main person in charge of accident response is determined and a chat room is created. The user and main contact person participate in the chat room. The user sends a chat message to the chat room to inquire of the main person in charge about how to handle the accident. The main contact responds to the user by sending a chat message to the chat room.

The main person in charge has set available hours. For example, as exemplified in FIG. 4, the available time for the main person in charge is set from 9:00 (start time) to 17:00 (end time). If the user sends a chat message after the end time has passed and continuous mode is set to off, an auto-response message is sent to the chat room. The automatic response message includes options desired by the user. Options include, for example, (1) no need to reply, (2) requesting a reply to the chat message from the main person in charge the next day when available, (3) requesting a reply to the chat message from the transfer person in charge. are displayed on the user's terminal.

If (1) is selected, an automatic response message such as "I understand" is sent to the chat room. In this case, neither the main person in charge nor the transfer person in charge will reply to the chat message.

If (2) is selected, the user further sends a chat message regarding the inquiry to the chat room as necessary. The user waits for a reply chat message from the main contact the next day. The main contact is informed, such as by e-mail, that the user has sent a chat message. Accordingly, the main person in charge sends a chat message in response to the inquiry from the user to the chat room at the available time on the next day.

If (3) is selected, the person in charge of taking over participates in the chat room. By checking the history of messages exchanged in the chat room, the person in charge of taking over can grasp the flow of accident response. The transfer officer responds to the user by sending a chat message to the chat room. Note that the person in charge of taking over is notified by e-mail or the like that there is a takeover request from the user.

Note that if continuous mode is set to ON even if the primary contact's available hours have passed, the automatic response message will not be sent, and communication between the primary contact and the user will continue until continuous mode is set to OFF. Chat exchanges between the two will continue. Also, if the transfer manager takes over the accident response, if the transfer manager's continuation mode is set to ON, even if the main staff's available time comes, the chat between the transfer manager and the user will continue. is continued.

Next, details of the operation of the accident response device 10 will be described. 5 and 6 are diagrams illustrating flowcharts representing the operation of the accident response device 10. FIG. First, when a user encounters an accident, the user contacts the insurance company to request an accident response. For example, the user communicates user information such as user identification information and accident information to the insurance company. A means of contacting the insurance company is, but not limited to, a telephone or the like. For example, a user may access a website on the Internet and enter user information such as user identification information, accident information, and the like. User identification information is information for identifying a user, and includes a user name, user's telephone number, e-mail address, and the like. The accident information includes the type of accident, the location of the accident, and the like.

These pieces of user information are stored in the user information table of the user information table storage unit 11 via the input device 105, for example (step S1). FIG. 7 is a diagram illustrating a user information table. In the example of FIG. 7, the user name, telephone number, email address, accident type and location are stored in association with each other.

The person-in-charge search unit 12 refers to the person-in-charge table stored in the person-in-charge table storage unit 13, and searches for the person in charge as the main person in charge according to the accident information in the user information table (step S2). . FIG. 8 is a diagram illustrating a person-in-charge table. As illustrated in FIG. 8, in the person-in-charge table, the person-in-charge is associated with the accident type. In addition, each person in charge has a set available time. The available time is a period of time (from the start time to the end time) during which the main person in charge can send and receive messages with the user via the chat room. Among the persons in charge who match the accident information in the user information table, the persons in charge who are available for response are searched. If there are a plurality of relevant persons in charge, the person in charge may be searched according to the order of priority or the like.

Next, the chat provider 14 creates a chat room in which the user and the main person in charge can participate (step S3). This allows the user and main contact person to participate in the chat room. The mode from when the chat room is created until the transfer manager can participate in the chat room is hereinafter sometimes referred to as the main manager mode. In addition, the mode from when the person in charge of transfer becomes able to participate in the chat room to when the conditions are satisfied that the continuation mode of the person in charge of transfer is off within the available time of the main person in charge is hereinafter referred to as the mode of person in charge of transfer. sometimes referred to as

Next, the mail transmission unit 15 transmits an e-mail to the terminal of the user (step S4). In the example of FIG. 1, the user's terminal is assumed to be the first terminal 50a. For example, the mail sending unit 15 sends an e-mail to the first terminal 50a by sending the e-mail to the telephone number or e-mail address stored in the user information table. The e-mail includes an authentication key for entering the chat room generated by the chat providing unit 14, a URL, and the like. The authentication key and URL are generated by chat provider 14 .

Also, the mail transmission unit 15 transmits an e-mail to the terminal of the main person in charge (step S5). In the example of FIG. 1, it is assumed that the terminal of the main person in charge is the second terminal 50b. The e-mail contains information about the chat room generated by the chat providing unit 14 .

The user can participate in the chat room by operating the user interface 53 of the first terminal 50a to access the URL generated by the chat providing unit 14 and perform authentication using the authentication key. After participating in the chat room, the user can send a chat message to the chat room by operating the user interface 53 of the first terminal 50a. Also, the user can check the chat message sent to the chat room by the main person in charge by operating the user interface 53 of the second terminal 50b on the user interface 53 of the first terminal 50a. Further, the user can check the history of sent and received chat messages by scrolling the screen of the chat room displayed on the user interface 53 of the first terminal 50a.

The main person in charge is issued in advance the URL of the management site, an ID and a password for logging in to the URL. The main person in charge can participate in the chat room by searching for the corresponding chat room from the chat room list after logging in with his or her own ID and password. Participation in the chat room by the main person in charge in this manner means entering the chat room by logging in or the like. After participating in the chat room, the main person in charge can send a chat message to the chat room by operating the user interface 53 of the second terminal 50b. In addition, the main person in charge can check the chat message sent to the chat room by the user operating the user interface 53 of the first terminal 50a on the user interface 53 of the second terminal 50b. Also, the main person in charge can check the history of sent and received chat messages by scrolling the screen of the chat room displayed on the user interface 53 of the second terminal 50b.

Note that sending a chat message to the chat room means that the terminal sends the chat message, the chat providing unit 14 receives the chat message, and sends the chat message to the terminals of other participants. .

When the main person in charge participates in the chat room, the chat providing unit 14 acquires the available time of the main person in charge who has participated in the chat room from the person in charge table (step S6). As illustrated in FIG. 8, available times are stored in association with each person in charge. For example, it is assumed that the available hours of the main person in charge are set from 9:00 to 17:00.

Next, the chat provider 14 acquires the continuation mode stored in the person in charge table (step S7). The continuation mode is a continuation identifier for identifying whether the main person in charge continues the chat when the end time has passed and whether the main person in charge does not continue the chat when the end time has passed. The main person in charge can switch the continuation mode from "on" to "off" by inputting switching information to the user interface 53 as necessary.

Next, the chat providing unit 14 determines whether or not the current time is outside available hours (step S8). If "No" is determined in step S8, the process is executed again from step S6. If it is determined as "Yes" in step S8, the chat providing unit 14 determines whether or not the continuation mode of the main person in charge who participated in the chat room is "off" from the person in charge table (step S9). . If "No" is determined in step S9, the process is executed again from step S6.

When it is determined as "Yes" in step S9, the chat providing unit 14 determines whether or not the current time is within the available time (step S10). If the determination in step S10 is "Yes", the process is executed again from step S6. When it is determined "No" in step S10, the chat providing unit 14 determines whether or not a chat message has been received from the first terminal 50a (step S11). If "No" is determined in step S11, the process is executed again from step S6.

When it is determined as "Yes" in step S11, the chat providing unit 14 transmits the message created by the automatic response unit 18 to the first terminal 50a as a chat message (step S12). In the present embodiment, the automatic response unit 18 (1) does not require a reply, (2) wishes to reply to the chat message from the main person in charge at the available time on the next day, and (3) has a chat message from the transfer person in charge. Create 3 options for 'I would like a reply from'. The user can transmit any of the options to the chat providing unit 14 by operating the user interface 53 of the first terminal 50a.

The chat providing unit 14 waits until one of the options is received, and then determines whether or not (1) no reply is selected (step S13). When it is determined as "Yes" in step S13, the chat providing unit 14 transmits the chat message created by the automatic response unit 18 to the first terminal 50a (step S14). Specifically, the chat providing unit 14 transmits a chat message such as "I understand". After that, the process is executed again from step S10.

When it is determined as "No" in step S13, the chat providing unit 14 determines whether or not the reply request of (2) is selected (step S15). When it is determined as "Yes" in step S15, the mail transmitting unit 15 transmits an e-mail to the second terminal 50b (step S16). For example, the mail transmission unit 15 transmits an e-mail stating "Please reply to the user when the available time comes". After that, the process is executed again from step S6.

If "No" is determined in step S15, it means that the user has selected (3). In other words, the user has made a handover request. In this case, the person-in-charge searching unit 12 refers to the handover person-in-charge table in the person-in-charge table storage unit 13, and searches for the corresponding person in charge as the person in charge of taking over according to the accident information in the user information table (step S17). . FIG. 9 is a diagram exemplifying a handover person-in-charge table. As exemplified in FIG. 9, in the takeover person-in-charge table, a person-in-charge is associated with an accident type. If there are a plurality of relevant persons in charge, the person in charge may be searched according to the order of priority or the like.

Next, the mail transmission unit 15 transmits an e-mail to the terminal of the person in charge of taking over (step S18). In the example of FIG. 1, the terminal of the person in charge of taking over is the third terminal 50c. The e-mail contains information about the chat room generated by the chat providing unit 14 . The person in charge of taking over is issued in advance the URL of the management site, an ID for logging in to the URL, a password, and the like. After logging in with his/her own ID and password, the person in charge of taking over can join the chat room by searching for the corresponding chat room from the list of chat rooms. After participating in the chat room, the transfer manager can transmit a chat message to the chat room by operating the user interface 53 of the third terminal 50c. Also, the person in charge of taking over can check the chat message sent to the chat room by the user on the user interface 53 of the third terminal 50c. Further, since the chat room is used, the person in charge of taking over can easily check the message history by scrolling the chat screen displayed on the user interface 53 .

Next, the chat providing unit 14 acquires the continuation mode stored in the handover staff table for the handover staff (step S19). Next, the chat providing unit 14 determines whether or not the current time is within the available time of the main person in charge (step S20). If it is determined "Yes" in step S20, it is determined whether or not the continuation mode of the person in charge of taking over is "off" (step S21). If it is determined "Yes" in step S21, the process is executed again from step S6. If "No" is determined in step S20 and if "No" is determined in step S21, the process is executed again from step S19. Note that the person in charge of taking over can switch the continuation mode from "on" to "off" by inputting switching information to the user interface 53 as necessary.

Next, monitoring of reply omission will be described. Omitting a reply means that when a user sends a chat message to a chat room, the main person in charge or the person in charge of taking over fails to reply. For example, even if a chat message is sent to the second terminal 50b, there are cases where the main person in charge is absent, or the main person in charge fails to reply. Therefore, in the present embodiment, an alert message is sent when it is confirmed that a reply has been omitted.

FIG. 10 is a diagram illustrating a flowchart executed when the chat provider 14 receives a chat message from the first terminal 50a in the main person-in-charge mode. As illustrated in FIG. 10, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the second terminal 50b (whether or not there is a reply) (step S31). If the determination in step S31 is "Yes", the flowchart ends.

If it is determined as "No" in step S31, the reply omission monitoring unit 16 refers to the monitoring table of the main person in charge stored in the monitoring table storage unit 17, and the chat providing unit 14 receives the chat from the first terminal 50a. It is determined whether or not the elapsed time after receiving the message has exceeded the elapsed time C2 (step S32).

FIG. 11A is a diagram exemplifying a main person in charge monitoring table. As illustrated in FIG. 11A, elapsed times C1 to C4 are set for each person in charge. Elapsed time C1 and elapsed time C2 are not set for the manager, and elapsed time C1 is not set for the follow-up person. The manager is, for example, the boss of the main person in charge. A follow-up person is a person who follows the main person in charge, and is predetermined for each main person in charge.

If "No" is determined in step S32, the process is executed again from step S31. If it is determined as "Yes" in step S32, the mail transmission unit 15 transmits an alert message to the person concerned (step S33). The applicable person in this case is the person for whom the elapsed time C2 is set. In the example of FIG. 11(a), they are the main person in charge and the follow-up person in charge. After that, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the second terminal 50b (whether or not there is a reply) (step S34). If the determination in step S34 is "Yes", the flowchart ends.

If it is determined as "No" in step S34, the reply omission monitoring unit 16 refers to the monitoring table, and sets the elapsed time C3 after the chat providing unit 14 received the chat message from the first terminal 50a. It is determined whether or not it has exceeded (step S35). If "No" is determined in step S35, the process is executed again from step S34. If it is determined as "Yes" in step S35, the mail transmission unit 15 transmits an alert message to the person concerned (step S36). The applicable person in this case is the person for whom the elapsed time C3 is set. In the example of FIG. 11(a), they are the main person in charge, the manager and the follow-up person in charge.

After that, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the second terminal 50b (whether or not there is a reply) (step S37). If the determination in step S37 is "Yes", the flowchart ends. If it is determined as "No" in step S37, the reply omission monitoring unit 16 refers to the monitoring table, and sets the elapsed time C4 after the chat providing unit 14 received the chat message from the first terminal 50a. It is determined whether or not it has exceeded (step S38). If "No" is determined in step S38, the process is executed again from step S37. If it is determined as "Yes" in step S38, the mail transmission unit 15 transmits an alert message to the person concerned (step S39). The relevant person in this case is the person for whom the elapsed time C4 is set. In the example of FIG. 11(a), they are the main person in charge, the manager and the follow-up person in charge. After that, the flowchart may end, and step S12 of FIG. 6 may be executed.

FIG. 12 is a diagram exemplifying a flowchart executed when the chat providing unit 14 receives a chat message from the first terminal 50a in the takeover person-in-charge mode. As illustrated in FIG. 12, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the third terminal 50c (whether or not there is a reply) (step S41). If the determination in step S41 is "Yes", the flowchart ends.

If it is determined as "No" in step S41, the reply omission monitoring unit 16 refers to the monitoring table of the person in charge of taking over stored in the monitoring table storage unit 17, and the chat providing unit 14 receives the chat from the first terminal 50a. It is determined whether or not the elapsed time after receiving the message has exceeded the elapsed time C2 (step S42).

FIG. 11(b) is a diagram exemplifying a monitoring table of the person in charge of taking over. As illustrated in FIG. 11B, elapsed times C1 to C4 are set for the person in charge of taking over. If "No" is determined in step S42, the process is executed again from step S41. If it is determined as "Yes" in step S42, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S43). After that, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the third terminal 50c (whether or not there is a reply) (step S44). If the determination in step S44 is "Yes", the flowchart ends.

If it is determined as "No" in step S44, the reply omission monitoring unit 16 refers to the monitoring table of the person in charge of taking over, and determines the elapsed time since the chat providing unit 14 received the chat message from the first terminal 50a. It is determined whether or not the elapsed time C3 has passed (step S45). If "No" is determined in step S45, the process is executed again from step S44. If it is determined as "Yes" in step S45, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S46).

After that, the reply omission monitoring unit 16 determines whether or not the chat providing unit 14 has received a chat message from the third terminal 50c (whether or not there is a reply) (step S47). If the determination in step S47 is "Yes", the flowchart ends. If it is determined as "No" in step S47, the reply omission monitoring unit 16 refers to the monitoring table of the person in charge of taking over, and determines the elapsed time since the chat providing unit 14 received the chat message from the first terminal 50a. It is determined whether or not the elapsed time C4 has passed (step S48). If "No" is determined in step S48, the process is executed again from step S47. If determined as "Yes" in step S48, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S49).

FIG. 13(a) is a diagram exemplifying a time chart when an alert message is transmitted in the main person in charge mode. As exemplified in FIG. 13A, when the chat providing unit 14 receives a chat message from the first terminal 50a at 13:00 and the chat message is not transmitted from the second terminal 50b, at 13:05 An alert message is sent to the main person in charge and the follow-up person, an alert message is sent to the main person in charge, the administrator and the follow-up person at 13:30, and an alert message is sent to the main person in charge, the administrator and the follow-up person at 14:00 An alert message is sent.

FIG. 13(b) is a diagram exemplifying a time chart when an alert message is transmitted in the takeover person-in-charge mode. As illustrated in FIG. 13(b), when the chat providing unit 14 receives a chat message from the first terminal 50a at 18:00, if no chat message is sent from the third terminal 50c, at 18:05 An alert message is sent to the person in charge of taking over, an alert message is sent to the person in charge of taking over at 18:30, and an alert message is sent to the person in charge of taking over at 19:00. It should be noted that the transmission of the alert message to the person in charge of taking over does not necessarily have to be repeated. For example, an alert message may be sent only once at 18:00 when a chat message is received.

FIG. 13C is a diagram exemplifying a time chart in the case of shifting to the takeover person-in-charge mode when the main person-in-charge does not reply. As exemplified in FIG. 13C, when the chat providing unit 14 receives a chat message from the first terminal 50a at 18:00, if the chat message is not sent from the second terminal 50b, at 18:05 An alert message is sent to the main person in charge and the follow-up person, an alert message is sent to the main person in charge, the administrator and the follow-up person at 18:30, and an alert message is sent to the main person in charge, the administrator and the follow-up person at 19:00 An alert message is sent. After that, if the user desires a reply from the person in charge of taking over, an e-mail is sent to the person in charge of taking over searched by the person in charge searching unit 12 .

Furthermore, the reply omission monitoring unit 16 may monitor the elapsed time from when the chat room is generated until when the main person in charge participates in the chat room. FIG. 14 is a diagram illustrating a flowchart executed when a chat room is created. As illustrated in FIG. 14, the reply omission monitoring unit 16 determines whether or not the main person in charge has participated in the chat room (step S51). If "Yes" is determined in step S51, the flowchart ends.

If the determination in step S51 is "No", the reply omission monitoring unit 16 refers to the monitoring table of the main person in charge stored in the monitoring table storage unit 17, and determines the elapsed time since the chat room was created. It is determined whether or not the elapsed time C2 has passed (step S52). If "No" is determined in step S52, the process is executed again from step S51.

If it is determined as "Yes" in step S52, the mail transmission unit 15 transmits an alert message to the person concerned (step S53). The applicable person in this case is the person for whom the elapsed time C2 is set. In the example of FIG. 11(a), they are the main person in charge and the follow-up person in charge. After that, the reply omission monitoring unit 16 determines whether or not the main person in charge has participated in the chat room (step S54). If the determination in step S54 is "Yes", the flowchart ends.

If it is determined "No" in step S54, the reply omission monitoring unit 16 refers to the monitoring table and determines whether or not the elapsed time since the chat room was created has exceeded the elapsed time C3 (step S55). ). If "No" is determined in step S55, the process is executed again from step S44. If it is determined as "Yes" in step S55, the mail transmission unit 15 transmits an alert message to the person concerned (step S56). The applicable person in this case is the person for whom the elapsed time C3 is set. In the example of FIG. 11(a), they are the main person in charge, the manager and the follow-up person in charge.

After that, the reply omission monitoring unit 16 determines whether or not the main person in charge has participated in the chat room (step S57). If "Yes" is determined in step S57, the flowchart ends. If "No" is determined in step S57, the reply omission monitoring unit 16 refers to the monitoring table and determines whether or not the elapsed time since the chat room was created has exceeded the elapsed time C4 (step S58). ). If "No" is determined in step S58, the process is executed again from step S57. If it is determined as "Yes" in step S58, the mail transmission unit 15 transmits an alert message to the person concerned (step S59). The relevant person in this case is the person for whom the elapsed time C4 is set. In the example of FIG. 11(a), they are the main person in charge, the manager and the follow-up person in charge. After that, the flowchart may end, and step S12 of FIG. 6 may be executed.

Furthermore, the reply omission monitoring unit 16 may monitor the elapsed time after the person in charge of taking over becomes able to participate in the chat room. FIG. 15 is a diagram illustrating a flowchart that is executed when the mode is shifted from the main person in charge mode to the takeover person in charge mode. As illustrated in FIG. 15, the reply omission monitoring unit 16 determines whether or not the person in charge of taking over has participated in the chat room (step S61). If the determination in step S61 is "Yes", the flowchart ends.

If the result of step S61 is "No", the reply omission monitoring unit 16 refers to the monitoring table of the person in charge of taking over stored in the monitoring table storage unit 17, and makes it possible for the person in charge of taking over to participate in the chat room. It is determined whether or not the elapsed time since has exceeded the elapsed time C2 (step S62).

If "No" is determined in step S62, the process is executed again from step S61. If determined as "Yes" in step S62, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S63). After that, the reply omission monitoring unit 16 determines whether or not the person in charge of taking over participates in the chat room (step S64). If the determination in step S64 is "Yes", the flowchart ends.

If the result of step S64 is "No", the omission of reply monitoring unit 16 refers to the monitoring table of the person in charge of taking over, and sets the elapsed time C3 after the person in charge of taking over has become able to participate in the chat room. It is determined whether or not it has exceeded (step S65). If "No" is determined in step S65, the process is executed again from step S64. If determined as "Yes" in step S65, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S66).

After that, the reply omission monitoring unit 16 determines whether or not the person in charge of taking over participates in the chat room (step S67). If the determination in step S67 is "Yes", the flowchart ends. If "No" is determined in step S67, the omission of reply monitoring unit 16 refers to the monitoring table of the person in charge of taking over, and sets the elapsed time C4 as the elapsed time since the person in charge of taking over became able to participate in the chat room. It is determined whether or not it has exceeded (step S68). If "No" is determined in step S68, the process is executed again from step S67. If determined as "Yes" in step S68, the mail transmission unit 15 transmits an alert message to the person in charge of taking over (step S69).

In the examples of FIGS. 10, 12, 14 and 15, the values of the elapsed times C1 to C4 are common, but they may be different in each example. Further, the reply omission monitoring unit 16 may be configured to monitor only omissions of replies by the main person in charge, and not to monitor omissions of replies by the takeover person in charge.

In this embodiment, the main person in charge is searched from the person in charge table according to the user's accident information, and a chat room in which the user and the main person in charge participate is provided. Thereby, the user can chat with the main person in charge searched according to the accident information. In this case, the user and the main person in charge can send and receive messages in the same chat room. As a result, the user can obtain accident response information from the main person in charge. In addition, since the chat room is used, the message history can be easily checked by scrolling the chat screen displayed on the user interface of the terminal. As described above, the accident response device 10 enables smooth accident response through chat.

Further, in the present embodiment, whether or not the chat providing unit 14 receives a chat message from the person in charge is monitored, and the chat providing unit 14 receives the chat message from the user before a predetermined time elapses. , an alert message is sent to the terminal of the person in charge when the chat providing unit 14 does not receive the chat message from the person in charge. According to this configuration, it is possible to suppress omission of replies. The person in charge in this case may be either the main person in charge or the person in charge of taking over.

Further, in this embodiment, it is monitored whether or not the person in charge has started to participate in the chat room. If not detected, an alert message is sent to the terminal of the person in charge. According to this configuration, it is possible to suppress omission of replies. The person in charge in this case may be either the main person in charge or the person in charge of taking over.

Further, in this embodiment, when a chat message is sent from the user's terminal to the chat room outside the available hours of the main person in charge, a response message is automatically sent to the chat room. According to this configuration, the user can request an accident response even outside the available hours of the main person in charge.

In addition, in this embodiment, even if the main person in charge is out of the available time, if the continuous mode is turned on, the response message will not be automatically sent, and the main person in charge can continue the chat. . According to this configuration, it is possible to respond flexibly.

Further, in the present embodiment, it is possible to turn on/off the continuation mode according to input information from the terminal of the person in charge. According to this configuration, it is possible to respond flexibly. The person in charge in this case may be either the main person in charge or the person in charge of taking over.

In addition, in this embodiment, the takeover person in charge is searched from the person in charge table in response to the takeover request, and the takeover person in charge can participate in the chat room. According to this configuration, it is possible to respond flexibly. Note that the takeover request in this case may include a takeover request from another person in addition to the takeover request from the user.

Further, in the present embodiment, an authentication key is sent to the user's terminal, and the user is made to participate in the chat room when the authentication key is received from the user's terminal. According to this configuration, identity verification can be performed.

In this embodiment, e-mail such as SMS (Short Message Service) is used as notification means other than chat messages, but other notification means may be used. For example, other notification means such as Webpush notification may be used as notification means other than chat messages.

Also, in this embodiment, one person in charge is searched for as the main person in charge and one person in charge as the takeover person in charge, but the present invention is not limited to this. For example, a plurality of persons in charge may be searched as main persons in charge, and a plurality of persons in charge may be searched as successor persons in charge. In this case, for example, a plurality of main persons in charge may participate in the chat room, and a plurality of transfer persons in charge may participate in the chat room. Alternatively, only the person in charge who joined the chat room earliest among the plurality of persons in charge may use the chat room.

Also, in this embodiment, the main person in charge is determined according to the type of accident, but the present invention is not limited to this. For example, the location of the accident may be further reflected. For example, depending on the location of the accident, a search may be made for a person in charge at a base near the location.

Further, in the present embodiment, even if the main person in charge mode and the transfer person in charge mode are switched, the person in charge participating in the chat room is not allowed to leave, but the present invention is not limited to this. For example, when the mode is switched from the main person in charge mode to the transfer person in charge mode, the main person in charge may leave the chat room so that chat messages are not sent to the main person in charge. Further, when the mode is switched from the takeover person in charge mode to the main person in charge mode, the takeover person in charge may leave the chat room so that the chat message is not sent to the takeover person in charge.

In each of the above examples, the person-in-charge search unit 12 functions as an example of a person-in-charge search unit that searches for a person-in-charge from the person-in-charge table according to the user's accident information. The chat providing unit 14 functions as an example of a chat providing unit that provides a chat room in which the user and the first person in charge searched by the person in charge searching unit participate. A reply omission monitoring unit 16 monitors whether the chat providing unit receives a chat message from the first person in charge or whether the first person in charge has started to participate in the chat room. It functions as an example of a monitoring unit that monitors whether or not If the chat providing unit does not receive the chat message from the first person in charge within a predetermined time after the chat providing unit receives the chat message from the user, the mail sending unit 15 Participation in the chat room by the first person in charge starts before a predetermined time elapses after the chat room is generated by the transmission unit that transmits an alert message to the terminal of the first person in charge or by the chat providing unit. It functions as an example of a transmission unit that transmits an alert message to the terminal of the first person in charge when it is not detected. The automatic response unit 18 acquires the available time of the first person in charge by referring to the available time table that stores the available time in association with each person in charge, and the terminal of the user outside the available time. function as an example of an automatic response unit that automatically transmits a response message to the chat room when a chat message is transmitted to the chat room from .

Although the embodiments of the present invention have been described in detail above, the present invention is not limited to such specific embodiments, and various modifications and variations can be made within the scope of the gist of the present invention described in the claims. Change is possible.

10 accident response device 11 user information table storage unit 12 person in charge search unit 13 person in charge table storage unit 14 chat providing unit 15 mail transmission unit 16 reply omission monitoring unit 17 monitoring table storage unit 18 automatic response unit 30 network 40a to 40c base pole 50a-50c Terminal 100 Accident response system

Claims (14)

a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information;
a chat providing unit for providing a chat room in which the user and the first person in charge searched by the person in charge searching unit participate;
Acquire the available time of the first person in charge by referring to a available time table that stores the available time in association with each person in charge, and chat from the user's terminal to the chat room outside the available time an automatic response unit that automatically transmits a response message to the chat room when a message is transmitted;
An accident response device comprising: a monitoring unit for monitoring whether the chat providing unit receives a chat message from the first person in charge;
If the chat providing unit does not receive the chat message from the first person in charge within a predetermined time after the chat providing unit receives the chat message from the user, the terminal of the first person in charge 2. The accident response device according to claim 1, further comprising a transmission unit for transmitting an alert message to. a monitoring unit that monitors whether the first person in charge has started to participate in the chat room;
an alert message to the terminal of the first person in charge when the start of participation in the chat room by the first person in charge is not detected within a predetermined time after the chat providing unit generates the chat room; 2. The accident response device according to claim 1, further comprising: a transmission unit for transmitting the . The available time table stores a continuation identifier of the chat room in association with each person in charge,
2. The accident response according to claim 1 , wherein the automatic response unit does not automatically transmit the response message to the chat room when the continuation identifier associated with the first person in charge indicates continuation. Device. 5. The accident response device according to claim 4 , wherein the continuation identifier can be changed according to input information from the terminal of the first person in charge. The person-in-charge searching unit searches for a second person-in-charge who is a person in charge of taking over the first person-in-charge from the person-in-charge table in response to the handover request,
6. The accident response device according to any one of claims 1 to 5 , wherein the chat providing unit allows the second person in charge to participate in the chat room. The chat providing unit transmits an authentication key to the user's terminal, and allows the user to participate in the chat room when the authentication key is received from the user's terminal . An accident response device according to any one of the preceding paragraphs. a person-in-charge searching unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information; a chat providing unit that provides a chat room in which the user and the person in charge searched by the person-in-charge searching unit participate; The available time of the person in charge is obtained by referring to a available time table that stores the available time in association with each person in charge, and a chat message is sent from the terminal of the user to the chat room outside the available time. an accident response device comprising an automatic response unit that automatically transmits a response message to the chat room when the response message is sent ;
a first terminal that transmits chat messages from the user and displays a history of chat messages in the chat room;
and a second terminal that transmits chat messages from the person in charge and displays a history of chat messages in the chat room. a person-in-charge search unit searches for a person-in-charge from a person-in-charge table according to the user's accident information;
a chat providing unit providing a chat room in which the user and the person in charge searched by the person in charge searching unit participate ;
The automatic response unit acquires the available time of the person in charge by referring to an available time table that stores the available time in association with each person in charge, and chats from the terminal of the user outside the available time. An accident handling method characterized by automatically transmitting a response message to a chat room when a chat message is transmitted to the room . to the computer,
a process of searching for a person in charge from the person in charge table according to the user's accident information;
a process of providing a chat room in which the user and the searched representative participate;
The available time of the person in charge is obtained by referring to a available time table that stores the available time in association with each person in charge, and a chat message is sent from the terminal of the user to the chat room outside the available time. a process of automatically sending a response message to the chat room when sent;
An accident response program characterized by executing a person-in-charge search unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information;
a chat providing unit that provides a chat room in which the user and the first person in charge searched by the person in charge searching unit participate,
The person-in-charge searching unit searches for a second person-in-charge who is a person in charge of taking over the first person-in-charge from the person-in-charge table in response to the handover request,
The accident response device, wherein the chat providing unit allows the second person in charge to participate in the chat room. A person-in-charge searching unit that searches for a person-in-charge from a person-in-charge table according to the user's accident information, and a chat providing unit that provides a chat room in which the user and the first person in charge searched by the person-in-charge searching unit participate. and, in response to a handover request, the person-in-charge search unit searches for a second person-in-charge who is a person in charge of taking over the first person-in-charge from the person-in-charge table; 2 an accident response device that allows the person in charge to participate in the chat room;
a first terminal that transmits chat messages from the user and displays a history of chat messages in the chat room;
a second terminal that transmits chat messages from the first person in charge and displays a history of chat messages in the chat room;
a third terminal that transmits chat messages from the second person in charge and displays a history of chat messages in the chat room;
An accident response system comprising: a person-in-charge search unit searches for a person-in-charge from a person-in-charge table according to the user's accident information;
A chat providing unit provides a chat room in which the user and the first person in charge searched by the person in charge searching unit participate,
The person-in-charge searching unit searches for a second person-in-charge who is a person in charge of taking over the first person-in-charge from the person-in-charge table in response to the handover request,
The chat providing unit allows the second person in charge to participate in the chat room.
An accident response method characterized by: to the computer,
a process of searching for a person in charge from the person in charge table according to the user's accident information;
a process of providing a chat room in which the user and the found first contact person participate;
a process of searching for a second person in charge who is a person in charge of taking over the first person in charge from the person in charge table in response to a handover request;
a process of allowing the second person in charge to participate in the chat room;
An accident response program characterized by executing

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