JP7241136B1 - Service support device, service support method, and program - Google Patents

Abstract

A service support device, a service support method, and a program capable of providing a service user with a smoother answer than when only customer support is provided. A service support device (10) includes a reception section (101) for receiving questions from service users, a customer support section (102) for answering questions in order of reception, a community section (103) for members belonging to a community to answer questions, A determination unit 104 that determines allocation of the question to the customer support unit 102 or the community unit 103 according to the situation of the question. [Selection drawing] Fig. 1

Description

The present disclosure relates to a service support device, service support method, and program.

2. Description of the Related Art Conventionally, there has been known a mechanism of having an operator such as a customer support respond to a question asked by a user regarding a service used by the user (for example, Patent Document 1).

JP 2016-82507 A

However, the conventional technology has a problem that it is difficult to smoothly answer user's questions when there are many questions or when the number of customer support operators is small.

A service support device that solves the above problems comprises a reception section that receives questions from service users, a customer support section in which a dedicated operator answers the questions, and a community section in which members belonging to a community answer the questions. , a determination unit that determines allocation of the question to the customer support unit or the community unit according to the status of the question received by the reception unit; and a privilege according to an answer from a member belonging to the community. and an imparting unit for imparting.

According to this configuration, the service support device assigns the questions received from the service users to the members of the community, thereby smoothly providing answers to the service users as compared with the case where only the customer support handles the questions. be able to.

The service support device may further include a granting unit that grants a privilege according to an answer from a member belonging to the community.
According to this configuration, the granting unit can prompt the community member to answer the question, motivated by the granting of the privilege.

In the service support device described above, the granting unit may grant the benefit to the member who has answered the question.
According to this configuration, the granting unit can prompt the community member to answer the question, motivated by the granting of the privilege.

In the service support device described above, the granting unit may grant the privilege according to a degree of contribution to solving the question.
According to such a configuration, the granting unit can prompt the members of the community to give high-quality answers, motivated by the granting of the privilege.

In the service support device described above, the granting unit may grant the privilege according to the degree of contribution determined by the service user.
According to such a configuration, the granting unit can prompt the members of the community to give high-quality answers, motivated by the granting of the privilege.

In the service support device described above, the granting unit may determine the degree of contribution according to the content of the reply, and grant the privilege to the member according to the determined degree of contribution.
According to such a configuration, the granting unit can prompt the members of the community to respond appropriately to the service user, motivated by the granting of the privilege.

In the service support device described above, the decision unit may decide to assign the question to the community unit when the personal information of the service user is not used in answering the question.

According to this configuration, the determination unit assigns questions to members of the community only when information that should not be disclosed, such as personal information of service users, is not used for answers. Thereby, the decision unit can prevent the personal information of the service user from being known to others.

In the service support device described above, the determination unit may determine to assign the question to the community unit when the processing of the customer support unit is stagnant.
According to such a configuration, the service support device can maintain the quality of the response by basically providing the customer support response to the service user. In addition, when the processing is stagnant, the decision unit assigns the questions to the members of the community, thereby smoothly providing answers to the service users as compared with the case where only the customer support responds. can be done.

In the service support device described above, the community section may determine the member as the answerer of the question based on a record of the member's answer to the question.
According to such a configuration, the community section can enable community members who have a proven track record as question answerers to provide answers to service users.

The service support device further includes a determination unit that determines whether or not the question has been solved by the member's answer, and the community unit publishes the member's answer to the community, while disclosing the member's answer. is performed, if the determination unit determines that the question is unsolved, the member's answer may be accepted.

According to such a configuration, the community section can enable service users to obtain answers until the question is resolved.
The service support device further includes a determination unit that determines whether or not the question has been solved by the member's answer, and the community unit publishes the member's answer to the community, while the member's answer is After that, if the question is determined to be unsolved by the determination unit, another member different from the member who has already answered is determined as the answerer of the question based on the instruction of the member who has answered. You may

According to such a configuration, the community section can obtain answers from a wide range of members other than members of the community who have already answered, while allowing service users to obtain answers until the question is resolved.

In the above service support device, the determination unit assigns the question to the customer support unit when the determination unit determines that the question is unsolved and the member has answered the question a predetermined number of times or more. may decide.

According to such a configuration, the determination unit can enable the service user to obtain an answer from the customer support when the answer of the community member does not lead to the solution of the question.

In the service support device described above, the determination unit may acquire an instruction from the service user and determine to assign the question to the customer support unit based on the acquired instruction.

According to such a configuration, the determination unit can enable the service user to obtain an answer from the customer support if the service user desires.
In a service support method for solving the above problems, a computer receives a question from a service user, and depending on the status of the received question, a dedicated operator answers the question, or a member belonging to the community answers the question. It is characterized by determining allocation of question answering.

A program for solving the above problem causes a computer to receive questions from service users, and depending on the status of the received questions, have a dedicated operator answer the questions, or have members belonging to the community answer the questions. It is characterized by determining allocation of whether to make the answer of.

According to the present disclosure, it is possible to smoothly provide answers to service users as compared to the case where only customer support is available.

It is a figure which shows an example of a structure of a service support system. It is a figure which shows an example of the content of respondent information. It is a figure which shows an example of the content of question information. It is a figure which shows an example of the content of history information. 4 is a flow chart showing an example of the operation of the service support device according to the first embodiment; It is a figure which shows an example of a service screen. It is a figure which shows an example of a chat screen. It is a figure which shows an example of a chat screen. It is a figure which shows an example of an answer screen. It is a figure which shows an example of a chat screen. 9 is a flow chart showing an example of the operation of the service support device according to the second embodiment; It is a flow chart which shows an example of operation of a service support device concerning a 3rd embodiment. It is a figure which shows an example of a chat screen. It is a figure which shows an example of a chat screen.

Embodiments in which a service support device, a service support method, and a program are embodied will be described below with reference to the drawings.
<First Embodiment>
[overall structure]
As shown in FIG. 1 , the service support system 1 of this embodiment includes a service support device 10 and one or more terminal devices 40 . Each device included in the service support system 1 communicates with each other via the network NW. The network NW includes, for example, the Internet, WAN (Wide Area Network), LAN (Local Area Network), provider terminal, wireless communication network, wireless base station, leased line, and the like. Note that not all combinations of the devices shown in FIG. 1 need to be able to communicate with each other, and the network NW may partially include a local network.

The service support device 10 is, for example, a device that is accessed by the terminal device 40 and provides information on services from a service site. Hereinafter, the service is a communication service, and the service site provides information on the communication service. Here, the "site" includes the original data of the application screen displayed by the application program as well as the website displayed by the browser. In the following description, a person who uses communication services is referred to as a "service user".

The terminal device 40 is, for example, any type of information processing device including client devices such as smart phones, desktop PCs (Personal Computers), notebook PCs, and tablet PCs. In the terminal device 40, a UA (User Agent) such as a browser or application is activated. The UA displays a screen provided by the service support device 10 and transmits a request to the service support device 10 according to the input operation performed by the user of the terminal device 40 . The service support device 10 provides various information regarding communication services in response to requests from UAs. The terminal device 40 is used, for example, by an operator who provides customer support to service users and by service users.

[About community members]
Here, service users include members of the community who answer questions that service users ask about the communication service. Service users can join and leave the community if they wish. The service support device 10 manages community members.

[Configuration of Service Support Device 10]
The service support device 10 includes a control unit 100, a storage unit 110, and a communication unit 120, for example. The control unit 100 is implemented, for example, by a hardware processor such as a CPU (Central Processing Unit) executing a program (software). Some or all of these components are hardware (circuits) such as LSI (Large Scale Integration), ASIC (Application Specific Integrated Circuit), FPGA (Field-Programmable Gate Array), and GPU (Graphics Processing Unit). (including circuitry), or by cooperation of software and hardware. The control unit 100 includes, for example, a reception unit 101, a customer support unit 102, a community unit 103, a determination unit 104, a determination unit 105, and a provision unit .

The storage unit 110 is realized by a non-transitory storage medium such as RAM (Random Access Memory), HDD (Hard Disk Drive), flash memory, ROM (Read Only Memory). The storage unit 110 stores respondent information 111 , question information 112 , and history information 113 in addition to a program that implements the control unit 100 . The respondent information 111 is information used by the service support device 10 to manage community members.

As shown in FIG. 2, the respondent information 111 is, for example, a record in which a member ID that can identify a member of the community, information indicating the member name, and information indicating the response record of the member are associated with each other. Included above. The member ID is assigned to each service user by the communication service provider, for example, when a community member starts using the communication service. The information indicating the member's response record is, for example, information indicating the points possessed by the member, the rank given to the member, the number of times the member answered the question, and the number of times the question was solved by the member's answer. be. Points are given, for example, when a community member answers a service user's question. Ranks are given according to, for example, the number of times community members have answered questions from service users, the quality of answers, and the reputation of service users. Points and ranks are examples of "privileges" given to members.

As shown in FIG. 3, the question information 112 is information indicating a service user's question. The question information 112 includes, for example, a question ID by which the question can be identified, a service user ID by which the service user can be identified, the date and time when the question was received from the service user, information indicating the content of the received question, One or more records in which information indicating the assignment destination of the question determined by and information indicating the answer flag are associated with each other are included. Information indicating the allocation destination is, for example, information indicating the customer support section 102 or information indicating the community section 103 . The answer flag is, for example, information indicating whether the corresponding question has been "answered" or "unanswered" by a member of the community or a dedicated operator who answers the service user's question. In the following description, the dedicated operator is referred to as "customer support operator".

As shown in FIG. 4, the history information 113 is information indicating the history of questions of service users. The history information 113 includes, for example, the question ID, the member ID of the member who responded, or the operator ID of the customer support operator who responded, information indicating the content of the question of the service user, and information indicating the content of the answer. One or more associated records are included.

Returning to FIG. 2, each unit included in the control unit 100 will be described. The reception unit 101 receives questions about communication services from service users. For example, the service user performs an operation of asking a question about the communication service to the terminal device 40 when a service screen about the communication service provided by the service support device 10 is displayed on the terminal device 40 . When the terminal device 40 receives an operation to ask a question, the accepting unit 101 executes a process of accepting a question from the service user.

For example, the reception unit 101 generates a record that associates the date and time when the question was received, identification information that can identify the service user, and information indicating the received question, and stores the question information 112 in the storage unit 110. generate a record of

The customer support section 102 makes a customer support operator answer the questions received by the reception section 101 . A customer support operator is, for example, a person who has undergone predetermined education and training regarding communication services and dealing with service users. For example, when the reception unit 101 receives a question, the customer support unit 102 instructs the terminal device 40 used by an operator capable of responding to the question to answer the question, and causes the terminal device 40 to answer the question. In addition, when the reception unit 101 receives a question, if there is no operator who can respond to the question, the customer support unit 102 first asks the terminal device 40 used by the operator as soon as the operator becomes available. Instruct the answer from the received question. The customer support unit 102 provides, for example, a chat screen on which the service user who asked the question and the operator can interact with the service user's terminal device 40 and the operator's terminal device 40, and has the operator answer.

More specifically, the customer support unit 102 extracts, from among the records included in the question information 112, records in which the information indicating the allocation destination is "customer support" and the answer flag is "unanswered". Then, the customer support unit 102 causes the operator to answer the questions contained in the extracted records in order of the date and time when the question was received.

The community unit 103 allows members belonging to the community to answer questions received by the reception unit 101 . For example, when the accepting unit 101 accepts a question, the community unit 103 presents the question to the terminal device 40 used by the member who can respond to the question, and causes the question to be answered. The community unit 103 provides, for example, a chat screen on which the service user who asked the question and the member can interact with each other to the terminal device 40 of the service user and the terminal device 40 of the member, and makes the member answer.

Specifically, for example, the community unit 103 extracts, from among the records included in the question information 112, records in which the information indicating the allocation destination is “community” and the answer flag is “unanswered”. Then, the community unit 103 presents the question included in the extracted record to the terminal device 40 used by the member who can respond to the question, and allows the community member to answer the question.

The determination unit 104 determines allocation of questions to the customer support unit 102 or the community unit 103 according to the status of the questions received by the reception unit 101 . The details of the process of determining allocation by the determining unit 104 will be described later.

After the member answers, the determination unit 105 determines whether or not the member's answer has solved the service user's question. For example, on the provided chat screen, the community unit 103 prompts the service user to ask for an answer as to whether or not the question has been resolved after the answer is given. The determination unit 105 determines whether or not the service user's question has been solved by the member's answer, based on the operation on the screen provided by the community unit 103 .

The granting unit 106 grants a privilege to the member who answered the question as the respondent in accordance with the member's reply. The details of the process of determining the privilege to be given to the member by the giving unit 106 will be described later.

[Operation flow]
Details of the operation of the service support device 10 will be described below with reference to FIG. First, the reception unit 101 determines whether or not a question from the service user that is input using the questioner's terminal device 40 and received by the communication unit 120 via the network NW has been received (step S100). Details of the process of receiving questions from service users will be described below with reference to FIGS. 6 to 8. FIG. In addition, exchanges of questions and answers between the terminal devices 40 of the questioners, members, and operators and the service support device 10 are performed via the network NW and the communication unit 120 .

As shown in FIG. 6, the service support device 10 provides the terminal device 40 with a service screen A1 showing information related to communication services. The service screen A1 includes, for example, an icon GP1 for receiving questions about communication services from service users. The icon GP1 shows, for example, a message MS1 prompting the service user to ask a question. The service user taps or clicks the icon GP1 displayed on the screen of the terminal device 40 to ask a question about the communication service. For example, when the icon GP1 is operated on the terminal device 40, the service support device 10 provides a chat screen B1 to the terminal device 40 that operated the icon GP1, and acquires the details of the question.

As shown in FIGS. 7 and 8, the chat screen B1 includes, for example, an answer to the service user and a question from the service user. In this embodiment, on the chat screen B1, the answer display RGP is displayed like the utterance of the respondent, and the question display QGP is displayed like the utterance of the service user who asked the question.

First, as shown in FIG. 7, the chat screen B1 includes an answer display RGP1 showing a message MS2 prompting the service user to select a question from a plurality of question options. The chat screen B1 also includes an icon GP2 that allows the service user to select the type of question. The icon GP2 includes, for example, a message MS3 prompting selection of a question type (hereinafter referred to as question type QT) and images showing three question types QT1 to QT3. The question type QT1 is, for example, a “question about the price plan” of the communication service, the question type QT2 is, for example, a “question about the area where the communication service can be used”, and the question type QT3 is, for example, the “contract "Question about changing user information". Of the question types QT1 to QT3, the question type QT3 is a question type that requires the personal information of the service user who asked the question when answering the question. Note that the number and contents of question types QT included in icon GP2 are an example, and are not limited to these. The service user selects the question type QT of his/her own question by performing an operation of selecting one of the question types QT1 to QT3 from the icon GP2 displayed on the screen of the terminal device 40. FIG.

For example, when the icon GP2 is operated on the terminal device 40, the service support device 10 further includes an answer display RGP2 on the chat screen B1 and provides it to the terminal device 40 of the service user who asked the question. The answer display RGP2 shows a message MS4 prompting the service user to enter the contents of the question. The service user inputs the content of the question to the input unit of the terminal device 40 as the answer display RGP2 is displayed. The receiving unit 101 determines that the question has been received when the information indicating the content of the question of the service user is acquired from the terminal device 40 .

As shown in FIG. 8, the service support device 10 displays a question display QGP1 indicating the question content QTC received from the service user and an answer display RGP3 including a message MS5 prompting the service user to wait until the question is answered, on the chat screen B1. provided further included in

Next, the determination unit 104 determines allocation of questions to the customer support unit 102 or the community unit 103 according to the status of the questions received by the reception unit 101 (step S102). Specifically, for example, when the question type QT of the service user uses the personal information of the service user who asked the question when answering the question, the determination unit 104 assigns the question to the customer support unit 102 . In this case, the determination unit 104 allocates questions of question types QT1 to QT2 from the service user to the community unit 103 and allocates questions of type QT3 from the service user to the customer support unit 102 . The determination unit 104 updates the question information 112 by including information indicating the determined allocation destination in the record.

When questions are assigned by the determination unit 104, the community unit 103 provides an answer screen C1 to the terminal devices 40 of the community members in order to recruit members who wish to answer the questions (step S104). The community unit 103, for example, refers to the question information 112 and provides an answer screen C1 for a question whose allocation destination is "community".

As shown in FIG. 9, the answer screen C1 includes question content QTC and one or more question information images IQF indicating the answerer's decision status. The example shown in FIG. 9 includes two question information images IQF, question information images IQF1 to IQF2. The name of the questioner and the image representing the questioner are registered by the service user when making a contract for the communication service or when asking a question to the communication service.

The answer screen C1 also includes an operation button BT1 for performing an operation for requesting an answer to the question indicated by the question information image IQF. The community unit 103 provides an answer screen C1 to members of the community. A community member uses the terminal device 40 to refer to the answer screen C1 and confirms the question content QTC of the service user. When a member of the community wishes to answer a question for which an answerer has not yet been determined, the member selects and activates the question information image IQF to which the answer is desired, and selects the operation button BT1. The terminal device 40 transmits information indicating the question selected by the community member and the member ID of the community member to the service support device 10 in response to the operation of the operation button BT1.

The community section 103 determines a respondent from members who have received a request for a response within a predetermined time (step S106). The community unit 103 determines a member as a question answerer from among the members who desire an answer, based on, for example, the results of answers to the question by the members of the community. The community unit 103 searches the respondent information 111 using, for example, the member ID obtained from the terminal device 40 of the member who desires a reply as a search key, and identifies the record of the member. The community unit 103 determines the member as the answerer of the question when the answer record included in the specified record satisfies a predetermined criterion.

Predetermined criteria include, for example, having a predetermined number of points or more, having a predetermined rank or more, answering a predetermined number of times or more, and solving the problem a predetermined number of times or more. being, etc. The community section 103 determines members who satisfy some or all of the predetermined criteria as question answerers. For example, when there are a plurality of members who desire answers, the community section 103 determines the member with the best answer record as the answerer of the question. For example, the community unit 103 selects a member who satisfies at least one or all of the highest points, the highest rank, the highest number of answers, and the highest number of solutions among a plurality of members. is determined as the answerer of the question.

The community unit 103 provides the chat screen B1 to the terminal device 40 of the member determined as the respondent, and waits for an answer from this terminal device 40 (step S108). The member who is the answerer confirms the question content QTC included in the chat screen B1 provided on the terminal device 40 and inputs the answer content to the input section of the terminal device 40 . When the community section 103 determines that the answer of the member who is the respondent has been received, the community section 103 provides the answer of the member who is the respondent to the service user who asked the question (step S110).

As shown in FIG. 10, the community unit 103 adds an answer display RGP4 showing the reply content RPC of the respondent to the chat screen B1, and displays the terminal device 40 of the service user who asked the question and the terminal device of the member who is the respondent. device 40.

The community section 103 discloses the answer of the member who is the respondent to other members of the community (step S112). For example, when another member of the community selects the question information image IQF including information indicating that the answerer has already been determined, the community unit 103 displays the chat screen B1 related to the question to the other member. provided to the terminal device 40 of In addition, the community unit 103 generates a record in which the information indicating the content of the member's answer obtained via the chat screen B1, the question ID capable of identifying the question, and the member ID of the member determined as the answerer are associated with each other. and update the history information 113 .

When the answer is completed, the determination unit 105 determines whether or not the question of the service user has been solved by the answer received by the community unit 103 (step S114).
As shown in FIG. 10, when the community section 103 determines that the answer has been completed, the community section 103 further includes a confirmation display GP3 in the chat screen B1 and provides it to the terminal device 40 of the service user who asked the question. The community unit 103 determines that the answer has been completed when, for example, no additional answer or additional question is received within a predetermined period of time after receiving the answer from the respondent.

The confirmation display GP3 includes, for example, a message MS6 prompting the service user to select whether or not the question has been resolved, an operation button BT2 for selecting that the question has been resolved, and an operation button BT2 for selecting that the question has not been resolved. button BT3. The service user who asked the question refers to the chat screen B1, and operates the operation button BT2 or the operation button BT3 based on the result of confirming the response content RPC. The terminal device 40 transmits information indicating whether or not the question has been resolved to 10 according to the operation of the service user who asked the question. Based on the information acquired from the terminal device 40, the determination unit 105 determines whether or not the service user's question has been resolved.

When the determination unit 105 determines that the question has not been solved, the community unit 103 sets the answer flag of the record of the question information 112 related to the question to "unanswered" to update the question information 112, and proceeds to step S104. return. Then, the community unit 103 provides the community members with an answer screen C1 in which the question information image IQF indicating the question content QTC is updated to information indicating that the answerer has not yet been decided.

Here, the member who provided the answer as the answerer in step S110 may refer to the updated answer screen C1 and request the answer to the already answered question. As a result, even a member who has already provided an answer as an answerer can answer the same question again.

If the determining unit 105 determines that the question has been solved, the granting unit 106 grants a privilege to the member who answered the question as the answerer according to the answer from the member (step S116). The granting unit 106 grants one or both of points or a rank higher than the current rank as a privilege. The granting unit 106 grants a predetermined privilege to the member who answered the question as an answerer.

The granting unit 106 refers to the history information and identifies the member ID of the member who responded as the respondent. The providing unit 106 searches the respondent information 111 using the specified member ID as a search key, and specifies the record of the member to whom the privilege is to be provided. The providing unit 106 causes the storage unit 110 to store the answerer information 111 that updates or generates the identified record based on the privilege determined to be provided. Thereby, the granting unit 106 grants the privilege to the member.

When questions are assigned by the determination unit 104, the customer support unit 102 determines whether there is an operator who can answer the questions (step S118). If there is no operator available to answer the question, the customer support section 102 waits until an operator becomes available. If there is an operator who can respond to the question, or if the operator becomes able to respond to the question, the customer support unit 102 instructs the operator to answer the received question in the order received by the reception unit 101 ( step S120).

For example, the customer support unit 102 extracts, from among the records included in the question information 112, records in which the information indicating the allocation destination is "customer support" and the answer flag is "unanswered". The customer support unit 102 presents the question contained in the extracted record to the terminal device 40 of the operator determined as the answerer, and allows the customer support operator to answer the question. The customer support unit 102 provides the chat screen B1 to the terminal device 40 used by the operator determined as the respondent, for example. The customer support unit 102 acquires information indicating the response content RPC from the terminal device 40 of the operator who is the respondent. The customer support section 102 provides the answer of the operator, who is the answerer, to the service user who asked the question (step S122). The customer support unit 102 further includes, for example, an answer display RGP indicating the answerer's answer content RPC in the chat screen B1, and provides it to the terminal device 40 of the service user who asked the question and the operator's terminal device 40 of the answerer. do. In addition, the customer support unit 102 generates a record in which the information indicating the content of the operator's answer acquired via the chat screen B1, the question ID by which the question can be identified, and the operator ID of the operator who is the answerer are associated with each other. and update the history information 113 .

[About the effects of the service support device 10 of the present embodiment]
(1-1) In the service support device 10 of the present embodiment, the determination unit 104 determines allocation of the question to the customer support unit 102 or the community unit 103 according to the status of the question received by the reception unit 101. do. A granting unit 106 grants a privilege according to an answer from a member belonging to the community.

Here, when there are many questions from service users, or when the number of operators for customer support is small, it is difficult to smoothly answer the questions of users. On the other hand, the service support device 10 assigns the questions received from the service users to the members of the community, so that the answers can be smoothly provided to the service users as compared with the case where only the customer support responds. .

(1-2) In the present embodiment, the decision unit 104 may decide to assign the question to the community unit 103 when the service user's personal information is not used in answering the question. According to such a configuration, the determination unit 104 assigns questions to members of the community only when information that should not be disclosed, such as personal information of service users, is not used for answers. Thereby, the determination unit 104 can prevent the personal information of the service user from being known to others.

(1-3) In the present embodiment, the community unit 103 may determine a member as a question answerer based on the question answering record of the community member. According to such a configuration, the service support device 10 can enable community members who have a proven track record as question answerers to provide answers to service users.

(1-4) In this embodiment, the determination unit 105 determines whether or not the member's answer has solved the question. The community unit 103 publishes the chat screen B1 including the member's answer to the community, and if the determination unit 105 determines that the question is unsolved after the member has answered, the community unit 103 displays the member's answer. accept. According to such a configuration, the community section 103 can allow the service user to obtain answers until the question is resolved.

(1-5) In the present embodiment, the granting unit 106 may grant a privilege to the member who has answered the question. According to such a configuration, the granting unit 106 can prompt the members of the community to answer the question, motivated by the granting of the privilege.

<Second embodiment>
A second embodiment of the present disclosure will be described below with reference to the drawings. 1st Embodiment demonstrated the case where the community part 103 receives the answer by the member of a community until a question is solved. In the second embodiment, a case will be described in which the determination unit 104 assigns questions to the customer support unit 102 when community members have answered a question a predetermined number of times or more. In addition, about the structure similar to embodiment mentioned above, the same code|symbol is attached|subjected and description is abbreviate|omitted.

[Operation flow]
Among the various processes shown in FIG. 11, the same reference numerals are assigned to the same processes as in FIG. As shown in FIG. 11, the service support apparatus 10 of the present embodiment performs the process of step S200 when the determining unit 105 determines that the question has not been resolved in step S114.

The determination unit 104 determines whether or not to assign the question determined by the determination unit 105 to be unsolved to the customer support unit 102 (step S200). In this embodiment, the determining unit 104 determines whether or not the question has been answered by the community members a predetermined number of times or more. Decide to allocate.

The determination unit 104 searches the history information 113 using, for example, the question ID of the question as a search key. Then, if a predetermined number or more of records associated with the question ID and in which the answerer ID is the member ID are included, the determination unit 104 determines that the community member has answered the question a predetermined number of times or more. determined to have been If the determining unit 104 determines that the community members have not responded the predetermined number of times or more, the process returns to step S104. Along with this, the community section 103 continues to receive answers to questions from community members. When determining that the question has been answered more than once, the decision unit 104 decides to assign (hand over) the question to the customer support unit 102, and returns to step S118. Along with this, the customer support section 102 assumes that the question was received at the timing when the question was assigned to the customer support section 102 in step S200, and executes the subsequent processes.

According to the above embodiment, in addition to the above effects (1-1) to (1-8), the following effects can be obtained.
(2-1) In the present embodiment, the determination unit 104 assigns the question to the customer support unit 102 when the determination unit 105 determines that the question is unsolved and the member has answered the question a predetermined number of times or more. decide. According to such a configuration, the determination unit 104 can enable the service user to obtain an answer from the customer support operator when the answer of the community member does not lead to the solution of the question.

<Third Embodiment>
A third embodiment of the present disclosure will be described below with reference to the drawings. In the above-described embodiments, a case has been described in which community members may wish to receive answers to questions that have already been answered. In the third embodiment, a case will be described in which the community section 103 determines another member, who is different from the member who has already answered, as the answerer of the question. In addition, about the structure similar to embodiment mentioned above, the same code|symbol is attached|subjected and description is abbreviate|omitted.

[Operation flow]
Among the various processes shown in FIG. 12, the processes similar to those in FIG. 5 are denoted by the same reference numerals. As shown in FIG. 12, the service support apparatus 10 of the present embodiment performs the process of step S300 when the determining unit 105 determines that the question has not been resolved in step S114.

When the determination unit 105 determines that the question has not been resolved, the community unit 103 excludes community members who have already answered the question from the question respondents (step S300). For example, in the subsequent processing of step S104, when providing the answer screen C1 to the community members, the community unit 103 displays the question information image IQF related to the question on the answer screen to the community members who have already answered. Does not include C1. In this case, members of the community who have already answered cannot confirm the question information image IQF related to the question for which they have answered on the answer screen C1, and are excluded from the answerers of the question. As a result, the community unit 103 does not accept a request for an answer from a member of the community who has already answered in the subsequent processing of step S106. decide.

If the determination unit 105 determines that the question has not been resolved and information indicating an instruction to stop answering the question has been received from a community member who has already answered the question, the community unit 103 Members of the community who have already answered the question are excluded from the answerers of the question (step S300).

According to the above embodiment, in addition to the above effects (1-1) to (1-8), the following effects can be obtained.
(3-1) In the present embodiment, if the determination unit 105 determines that the question is unsolved after a member has answered, the community unit 103 selects another member different from the member who has already answered. Decide as a question answerer. Here, there is a possibility that the member who has already answered but could not solve the question cannot solve the question. According to such a configuration, the community section 103 can allow service users to obtain answers from members of other communities by excluding members who cannot answer questions.

The above embodiment may be modified as follows. Note that the above-described embodiment and each of the following examples may be combined with each other within a technically consistent range.
○ The customer support section 102 may provide a bulletin board screen instead of providing the chat screen B1. In this case, a question input screen is provided to the service user who asks a question instead of the chat screen B1. A service user submits a question using the question entry screen. When questions are assigned by the determination unit 104, the community unit 103 provides the terminal devices 40 of the members of the community with an answer screen C1 including the question content QTC acquired using the question input screen.

The community unit 103 provides an answer input screen to the terminal device 40 of the community member determined as the answerer. A member of the community who is the respondent provides an answer using an answer input screen. Instead of the chat screen B1, the community unit 103 provides a bulletin board screen including the question content QTC obtained using the question input screen and the answer content RPC obtained using the answer input screen to the service user who asked the question. while making it available to other community members.

According to such a configuration, the community section 103 provides a bulletin board screen so that service users and members of the community as respondents can communicate in the form of a bulletin board. The community unit 103 may decide which of the chat screen B1 and the bulletin board screen to provide according to an instruction from a service user or a member of the community as an answerer.

○ If there is only one member who wishes to answer and the member does not meet the prescribed criteria, the community section 103 determines the respondent until another member who meets the prescribed criteria wishes to answer. You don't have to.

○ The community section 103 may determine a respondent from among the members regardless of the wishes of the members of the community. In this case, the community unit 103 may, for example, refer to history information or the like, identify a community member who has a history of answering a similar question, and determine the identified member as an answerer. In this case, the community section 103 does not have to provide the answer screen C1 to the members of the community.

○ The community section 103 may determine the member who requested the answer earliest among the members who want the answer to the question as the answerer.
○ The community unit 103 may automatically exclude members of the community who have already responded from the respondent in step S300, and exclude the member from the respondent based on the instruction of the member who has responded. You may

As shown in FIG. 13, in this embodiment, the community section 103 provides a chat screen B1-1 to the terminal device 40 of the member who is the respondent. The chat screen B1-1 includes an icon GP4. The icon GP4 includes, for example, a message MS8 that asks the member who is the respondent whether or not to stop responding. When the answerer member stops answering the question, he or she operates the icon GP4. The terminal device 40 transmits to the service support device 10 information indicating an instruction for the member, who is the answerer, to stop answering the question, according to the operation of the member, who is the answerer.

According to such a configuration, when it is determined by the determination unit 105 that the question is unsolved after the member has answered, the community unit 103 determines whether or not the member who has already answered based on the instruction of the member who has answered. Determine a different other member as the answerer of the question. Here, even if a member of the community wishes to answer a question, he or she may not be able to answer the question himself after actually responding to the question. According to such a configuration, the community section 103 can allow the service user to obtain answers from other community members by excluding members who have been instructed to stop answering questions.

O The community section 103 may disclose the ranks and points of members of the community to themselves and others. In this case, the community section 103 may provide a site for disclosing the ranks and points of community members to others based on the respondent information 111. You may include an image showing a member's rank or points. Further, the community section 103 may change the display mode of the answer display RGP and the answer information image IRF according to the rank and points of the member who is the respondent. For example, the community unit 103 may display the answer display RGP and the answer information image IRF of members with a high rank or a large number of points so as to stand out compared to members with a low rank or a low number of points.

O The decision unit 104 may decide to assign the question to the community unit 103 when, for example, the processing of the customer support unit 102 is stagnant. In this case, the determining unit 104 updates the record of the question information 112 by further including, for example, information indicating the timing of determining the allocation destination. The determining unit 104 refers to the question information 112 at predetermined time intervals, and extracts records whose answer flag is "unanswered" and whose allocation destination is "customer support." If the number of records (questions) among the extracted records for which the time elapsed from the timing at which the allocation destination was determined is equal to or greater than a predetermined number, the determination unit 104 causes the processing of the customer support unit 102 to stagnate. It is determined that Further, the determination unit 104 determines that the processing of the customer support unit 102 is stagnant when the time elapsed from the timing of determining the allocation destination for the extracted record is equal to or longer than the stagnation determination time.

As noted above, customer support operators have undergone certain education and training regarding communication services and dealing with service users. According to such a configuration, the determination unit 104 can basically maintain the quality of the response at a predetermined level by determining to provide the customer support response to the service user. In addition, when the processing of the customer support unit 102 is stagnant, the decision unit 104 assigns questions to members of the community, so that the service user can be provided with a smoother response than when only the customer support responds. can provide an answer to Further, the determination unit 104 allocates to the customer support unit 102 when an answer using personal information is clearly expected, and allocates to the community unit 103 only when an answer using no personal information is expected. As a result, the service support device 10 secures a certain amount of probability that the user can obtain a high-quality additional answer using personal information even if it is assumed that personal information is not used from the question type, and promotes the community. By using it, you will be able to provide smooth answers.

○ The decision unit 104 may decide to allocate (hand over) the question to the customer support unit 102 in step S200 when the service user who asked the question instructs to request an answer from the customer support.

As shown in FIG. 14, the community section 103 provides a chat screen B1-2 to the terminal device 40 of the service user who asked the question. The chat screen B1-2 includes an icon GP5. The icon GP5 includes, for example, a message MS8 prompting the service user to select whether or not to request an answer from customer support, an operation button BT4 for selecting an instruction to request an answer from customer support, and a customer support message. and an operation button BT5 for selecting not to issue an instruction to request an answer from. For example, when the operation button BT3 for selecting that the problem has not been solved is operated on the confirmation display GP3, the community section 103 provides the service user with a chat screen B1-2 including the icon GP5.

The service user who asked the question operates the operation button BT6 when requesting an answer from the customer support, and operates the operation button BT5 when not requesting an answer from the customer support. The terminal device 40 transmits to the service support device 10 information indicating whether or not to request an answer from the customer support according to the operation of the service user.

If the determination unit 104 determines that the information acquired from the terminal device 40 of the service user who asked the question indicates that an instruction is given to request an answer from customer support (step S200), the record of the question information 112 related to the question is While updating the allocation destination to "customer support", the process returns to step S118. If the determination unit 104 determines that the information acquired from the terminal device 40 of the service user who asked the question indicates that the customer support is not to request an answer (step S200), the process returns to step S104.

According to such a configuration, the determination unit 104 acquires the service user's instruction and determines to assign the question to the customer support unit 102 based on the acquired instruction. The decision unit 104 can allow the service user to obtain an answer from customer support if the service user so desires.

O The decision unit 104 also selects the response from the community unit 103 to the customer support unit 102, in addition to when a predetermined number of responses have been received or when the service user has performed an operation for selecting an instruction to request an answer from the customer support. may decide to assign (hand over) the question to The decision unit 104 may decide to assign the question to the customer support unit 102, for example, when the processing of the community unit 103 is stagnant. The process by which the determination unit 104 determines that the processing of the community unit 103 is stagnant is the same as the case where the method of determining that the processing of the customer support unit 102 is stagnant is applied to the community unit 103. Therefore, the description is omitted. In addition, the decision unit 104 determines that a customer support operator who is highly skilled in answering questions checks the answer content RPC and the answer screen C1, and determines that the quality of the answer is low or that the service user is dissatisfied with the response. If so, it may be decided to assign the question to the customer support section 102 . Further, the determination unit 104 may perform morphological analysis or the like on the question content QTC to identify the dissatisfaction level of the service user, and determine to assign the question to the customer support unit 102 according to the identified dissatisfaction level.

○ When there are a plurality of members who have answered questions as respondents, the granting unit 106 may uniformly grant a predetermined privilege to each of the plurality of members, or may grant the privilege with a difference. . The granting unit 106 may grant a benefit to a member who has answered a question to solve the question, among the members who answered the question as an answerer. In this case, at the timing when the determination unit 105 determines that the problem has been solved, the provision unit 106 treats the member who gave the last answer as the member who gave the answer leading to the solution of the question, and gives the benefit to the member. Give. The granting unit 106 may grant the privilege only to the member, or may grant the privilege to at least the member.

(circle) grant part 106 may grant a privilege according to the contribution of the solution of a question. Contribution may, for example, be determined by the questioning service user. In this case, based on the decision of the service user, the granting unit 106 gives more benefits to members who have provided reply content RPCs with a high degree of contribution compared to members who have provided reply content RPCs with a low degree of contribution. Give. Also, the degree of contribution may be determined, for example, according to the reply content RPC. In this case, the degree of contribution may be determined by a customer support operator who is highly proficient in answering questions, checking the answer content RPC and whether or not the question has been solved. and the degree of contribution as teacher data. According to such a configuration, the granting unit 106 can prompt the members of the community to give high-quality answers, motivated by the granting of the privilege. Moreover, according to such a configuration, the granting unit 106 can urge the members of the community to respond appropriately to the service user, motivated by the granting of the privilege.

○ The information indicating the response record included in the respondent information 111 is an example, and is not limited to this. The answerer information 111 includes some or all of the points possessed by the member, the rank assigned to the member, the number of times the member answered the question, and the number of times the question was resolved by the member's answer. may be included. In addition, the respondent information 111 may include information indicating response results other than the examples described above.

○ The granting unit 106 may grant a privilege to the member who answered the question regardless of the determination result of the determination unit 105 . In this case, the granting unit 106 grants a predetermined benefit to the member in response to the reply provided by the member.

(circle) the provision part 106 may provide a uniform privilege for every question. If there are a plurality of members who have answered the question as answerers, the granting unit 106 distributes a uniform privilege related to the question to the plurality of members. For example, the granting unit 106 may evenly distribute the benefits to a plurality of members, or may distribute the benefits with a difference based on the degree of contribution or the like. According to this configuration, the granting unit 106 can prompt the members of the community to give a good answer, motivated by the granting of the privilege.

○ When the question is assigned to the customer support section 102 in step S200, the customer support section 102 assumes that the question has been received at the timing at which the question was received by the reception section 101, and the following processing can be executed. good. As a result, an answer can be obtained from the service user who asked the question the earliest.

○ Although the case where the service is a communication service has been described, it is not limited to this. The service may be any service as long as the service user asks a question about the service and customer support answers the question.

○ Although the case where service users can join and leave the community if desired has been described, the present invention is not limited to this. Service users may be able to join the community if they have undergone certain education and training in communication services and service user behavior. Also, service users may be allowed to join the community if they pass a predetermined test regarding communication services and service user behavior. Also, service users may be able to withdraw from the community upon receiving permission from the business that provides the communication service or customer support.

○Points may be used to pay for communication services or other services affiliated with communication services. In this case, the service support device 10 updates the respondent information 111 according to the use of points by members of the community. In addition to the points that can be used for payment, the granting unit 106 may grant performance points that continue to increase according to the performance of responses. In this case, the granting unit 106 may grant a rank according to the number of performance points granted to the members of the community.

O The service support device 10 does not have to give points to the members of the community. In this case, the control unit 100 of the service support device 10 does not have to include the granting unit 106 .

DESCRIPTION OF SYMBOLS 1... Service support system 10... Service support apparatus 40... Terminal device 100... Control part 101... Reception part 102... Customer support part 103... Community part 104... Decision part 105... Judgment part 106... Granting unit 110 Storage unit 111 Respondent information 120 Communication unit A1 Service screen B1 Chat screen C1 Answer screen IQF, IQF1, IQF2 Question information image IRF Answer information image QGP, QGP1 --- Question display, QT, QT1, QT2, QT3 --- Question type, QTC --- Question content, RGP, RGP1, RGP2, RGP3, RGP4 --- Answer display, RPC --- Answer content.

Claims (14)

a reception unit that receives questions from service users;
a customer support department in which a dedicated operator answers the questions;
a community department in which members belonging to the community answer the questions;
a determination unit that determines allocation of the question to the customer support unit or the community unit according to the status of the question received by the reception unit ;
The service support device, wherein the determining unit determines to assign the question to the community unit when the personal information of the service user is not used in answering the question. a granting unit that grants a privilege according to an answer from a member belonging to the community;
The service support device according to claim 1. The granting unit grants the benefit to the member who has answered the question to solve the question.
3. The service support device according to claim 2. The granting unit grants the privilege according to the degree of contribution to solving the question,
4. The service support device according to claim 2 or 3. The granting unit grants the privilege according to the contribution determined by the service user.
5. The service support device according to claim 4. The granting unit determines the degree of contribution according to the content of the answer, and grants the privilege according to the determined degree of contribution.
6. The service support device according to claim 4 or 5. The determination unit determines to allocate the question to the community unit when the processing of the customer support unit is stagnant.
The service support device according to any one of claims 1 to 6 . The community department determines the member as the answerer of the question based on the member's answer to the question.
The service support device according to any one of claims 1 to 7 . Further comprising a determination unit for determining whether the question has been resolved by the member's answer,
The community unit publishes the member's answer to the community, and accepts the member's answer when the determination unit determines that the question is unsolved after the member has answered. ,
The service support device according to any one of claims 1 to 8 . Further comprising a determination unit for determining whether the question has been resolved by the member's answer,
The community unit publishes the member's answer to the community, and if the determination unit determines that the question is unsolved after the member has answered, the community unit instructs the member who answered the question. Based on, another member different from the member who has already answered is determined as the answerer of the question,
The service support device according to any one of claims 1 to 9 . The determination unit determines that the question is to be assigned to the customer support unit when the determination unit determines that the question is unsolved and the member has answered a predetermined number of times or more.
The service support device according to claim 9 or 10 . The determination unit acquires an instruction from the service user and determines to assign the question to the customer support unit based on the acquired instruction.
A service support device according to any one of claims 1 to 11 . the computer
reception processing for receiving questions from service users;
A decision to decide to assign the question to a customer support department having a dedicated operator answer the question or to a community department having the member belonging to the community answer the question, depending on the status of the received question. and execute the
The service support method, wherein, in the determination processing, when the personal information of the service user is not used in answering the question, it is determined that the question is assigned to the community section. the computer ,
a reception unit that receives questions from service users;
A decision to decide to assign the question to a customer support department having a dedicated operator answer the question or to a community department having the member belonging to the community answer the question, depending on the status of the received question. function as a department ,
The program, wherein the determination unit determines to assign the question to the community unit when the personal information of the service user is not used in answering the question.

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