JP7301545B2 - REAL-TIME COMMUNICATION SYSTEM, REAL-TIME COMMUNICATION METHOD AND PROGRAM - Google Patents

Description

The present invention relates to a real-time communication system, real-time communication method and program.

Patent Literature 1 describes a system that allows customers to receive consulting on custom-made life insurance without meeting directly with a salesperson. In the technique described in Patent Document 1, first information related to insurance design is input to a terminal device (first terminal device) of a person who desires insurance consulting, and the server device receives the input first information. second information relating to insurance design is obtained based on the first information, the obtained second information is transmitted to the first terminal device and the second terminal device relating to the insurance consultant; transmits to the first terminal a message relating to insurance consulting based on the first information and the second information.
By the way, in the technique described in Patent Document 1, human resources are used to realize consulting. As a result, the technique described in Patent Document 1 is costly.

As described above, the technology described in Patent Literature 1 implements consulting using human resources.
Therefore, when a plurality of human resources are used, uniformity of individual consulting cannot be sufficiently ensured. In addition, the time period during which consulting is performed is limited. Also, the number of people who can receive consulting at the same time is limited.
Furthermore, it may take time to create and send a message for consulting. As a result, the user may not be able to promptly receive messages related to consulting.

Furthermore, in the technique described in Patent Document 1, since consulting is realized using human resources, users with social phobia, for example, may hesitate to receive consulting.
Further, the technique described in Patent Document 1 does not have a function of assisting the user's input operation of the first information. Therefore, for example, users who are not good at inputting information may hesitate to receive consulting.

Japanese Patent Application Laid-Open No. 2001-222585

In view of the above-mentioned problems, the present invention provides a real-time communication system, real-time communication method, and program capable of responding to inquiries about infrastructure provision services from users of user terminals without using human resources. intended to

According to one aspect of the present invention, real-time communication is performed between an infrastructure provision service server unit that generates a web page related to an infrastructure provision service and a user terminal that is used to browse the web page, and the communication between the user terminal and the user terminal is performed. A real-time communication server unit that displays an input form used for real-time communication on the web page, a user residence database that stores information about the residence of the user of the user terminal, and a service that stores information about the infrastructure supply service a database, an AI engine unit that automatically generates answers to inquiries about the infrastructure supply service from the users, a first state in which the answers are automatically generated by the AI engine unit, and an operator via the real-time communication a manned switching determination unit that determines switching to either a second state in which a response is made or a third state in which an operator answers the telephone, and the information on the residence includes at least the state of the residence. The information on the infrastructure supply service includes at least the information on the area where the infrastructure supply service can be provided. Based on the information about the service and the information entered into the input form by the user, at least whether the user can use the infrastructure provision service and whether or not the plurality of infrastructure provision services included in the infrastructure provision service Service contents suitable for said user among service contents, fee simulation results when said user uses said infrastructure supply service, and information on an application page for accepting applications for use of said infrastructure supply service by said user. The manned switching determination unit automatically generates the answer containing the first It is determined whether or not to switch from the state to the second state, and based on the charge simulation result automatically generated by the AI engine unit, the state is changed from the first state or the second state to the third state. A real-time communication system that determines whether to perform a switch to a state .

In the real-time communication system according to one aspect of the present invention, the information on the mansion includes information on facilities provided in the mansion , and the AI engine unit is provided in the mansion included in the information on the mansion. Based on the information about the facilities provided in the input form, a substitute input may be made to the items regarding the facilities provided in the input form .

In the real-time communication system of one aspect of the present invention, the information about the mansion may include infrastructure information that is information about the infrastructure of an area including the mansion.

In the real-time communication system of one aspect of the present invention, the information on the infrastructure provision service may include information on preconditions necessary for providing the infrastructure provision service.

In the real-time communication system according to one aspect of the present invention, the information on the infrastructure supply service includes the details of the infrastructure supply service currently received by the residence and the accuracy of the rate simulation result automatically generated by the AI engine unit. may include information indicating the relationship between the height of the

In the real-time communication system according to one aspect of the present invention, the infrastructure supply service server section generates the application page for accepting the application for use of the infrastructure supply service, and the real-time communication server section receives the application for use of the infrastructure supply service. The application form to be used is displayed on the application page, and the AI engine unit performs proxy input to the application form based on the information on the residence and the information entered in the input form by the user. The real-time communication server unit may display the application form including the content input by proxy by the AI engine unit on the application page.

In the real-time communication system according to one aspect of the present invention, the AI engine unit determines the utilization rate based on the information on the residence, the information on the infrastructure provision service, and the information entered in the input form by the user. Recommendation information for users may be automatically generated, and the recommendation information may include the fee simulation result.

The real-time communication system of one aspect of the present invention further comprises a response rule database, wherein the AI engine unit performs learning at the time of introduction based on the response rules stored in the response rule database, and then the AI engine unit Post-introduction learning may be performed based on the result of automatic generation of the answer, and automatic generation of the answer may be performed based on the result of the post-introduction learning.

The real-time communication system according to one aspect of the present invention further includes a real-time communication content database that stores information entered into the input form by the user during the real-time communication between the user terminal and the AI engine unit. may

One aspect of the present invention includes a web page generation step of generating a web page related to an infrastructure provision service, and a real-time communication execution step of performing real-time communication with a user terminal used for viewing the web page by a real-time communication server unit. an input form display step of displaying an input form used for said real-time communication with said user terminal on said web page; a residence information storage step of storing information relating to the residence of said user of said user terminal; a service information storage step of storing information about an infrastructure supply service; an answer generation step of automatically generating an answer to an inquiry from the user about the infrastructure supply service; A manned switching determination step of determining whether to switch to any one of a state, a second state in which an operator responds via the real-time communication, and a third state in which an operator responds by telephone;
wherein the information on the mansion stored in the step of storing information on the mansion includes at least the address and zip code of the mansion, and the information on the infrastructure provision service stored in the step of storing service information includes: At least information on the area where the infrastructure supply service can be provided is included, and in the answer generation step, the information on the mansion, the information on the infrastructure supply service, and the information entered in the input form by the user. based on at least whether the user can use the infrastructure provision service, service content suitable for the user among a plurality of service content included in the infrastructure provision service, and the user automatically generates the answer including the results of the charge simulation when using the infrastructure supply service and the information on the application page for accepting the application for use of the infrastructure supply service by the user;
The manned switching determination step determines switching from the first state to the second state based on at least the number of times negative responses to inquiries from the user are automatically generated in the response generation step. Determining whether to execute or not, and whether or not to execute switching from the first state or the second state to the third state based on the charge simulation result automatically generated in the answer generation step is a real-time communication method for determining

According to one aspect of the present invention, a computer performs a web page generation step of generating a web page related to an infrastructure provision service, a real-time communication execution step of executing real-time communication with a user terminal used for viewing the web page, and the user an input form display step of displaying an input form used for said real-time communication with said terminal on said web page; a residence information storage step of storing information relating to the residence of said user of said user terminal; and said infrastructure supply service a service information storage step of storing information about the infrastructure provision service; an answer generation step of automatically generating an answer to an inquiry about the infrastructure provision service from the user; a first state in which the answer is automatically generated in the answer generation step; A program for executing a manned switching determination step of determining switching to either the second state in which a response is made via real-time communication by the operator or the third state in which a telephone response is made by an operator wherein the information on the mansion stored in the step of storing information on the mansion includes at least the address and postal code of the mansion, and the information on the infrastructure supply service stored in the step of storing service information includes: At least information on the area where the infrastructure supply service can be provided is included, and in the answer generation step, the information on the mansion, the information on the infrastructure supply service, and the information entered in the input form by the user. based on at least whether the user can use the infrastructure provision service, service content suitable for the user among a plurality of service content included in the infrastructure provision service, and the user provides the answer including the result of the charge simulation when using the infrastructure supply service and the information on the application page for accepting the application for the infrastructure supply service by the user, and the manned switching determination step includes at least the answer Determining whether to switch from the first state to the second state based on the number of times negative responses to inquiries from the user are automatically generated in the generation step, The program determines whether or not to switch from the first state or the second state to the third state based on the charge simulation result automatically generated in the answer generation step.

According to the present invention, it is possible to provide a real-time communication system, a real-time communication method, and a program capable of responding to inquiries about infrastructure provision services from users of user terminals without using human resources.

It is a figure which shows an example of the real-time communication system of 1st Embodiment. It is a figure which shows an example of the web page regarding the infrastructure provision service produced|generated by the infrastructure provision service server part. FIG. 10 is a diagram showing an example of an input form for receiving input of information by the user of the user terminal during real-time communication between the user terminal and the AI engine unit; FIG. 10 is a diagram showing an example of an application form used for applying for use of the infrastructure supply service; It is a figure which shows the application example of the real-time communication system of 1st Embodiment. 4A and 4B are diagrams showing an example of the reaction of the user of the user terminal during browsing of the Web page shown in FIG. 2 and the reaction of the user of the user terminal during the input to the input form shown in FIG. 3; FIG. 4 is a sequence diagram for explaining an example of processing executed in the real-time communication system, etc. of the first embodiment; FIG. 4 is a diagram for explaining an example of processing executed in a manned switching determination unit of the real-time communication system of the first embodiment; FIG. FIG. 4 is a diagram for explaining an example of processing executed by a telephone switching determination unit of the real-time communication system of the first embodiment; FIG. It is a figure which shows an example of the real-time communication system of 2nd Embodiment.

Embodiments of a real-time communication system, a real-time communication method, and a program according to the present invention will be described below with reference to the accompanying drawings.

<First Embodiment>
FIG. 1 is a diagram showing an example of a real-time communication system 1 according to the first embodiment.
In the example shown in FIG. 1 , the real-time communication system 1 includes, for example, an infrastructure provision service server section 11 and a real-time communication server section 12 . The infrastructure supply service server unit 11 generates web pages related to infrastructure supply services (for example, power supply service, gas supply service, internet supply service, etc.).

FIG. 2 is a diagram showing an example of a web page relating to an infrastructure supply service (power supply service in the example shown in FIG. 2) generated by the infrastructure supply service server unit 11. As shown in FIG. For example, the user of the user terminal UT can browse the web page shown in FIG. 2 by using the user terminal UT.
In the example shown in FIG. 2, an infrastructure supply service (power supply service) is provided by ●●●●●●● under the name of "△△△△ Electricity". "Tokyo Electric Power Area", "Kansai Electric Power Area", and "Other Areas" are set as areas where the infrastructure supply service (power supply service) can be provided.

In the example shown in FIG. 1, the infrastructure provision service server section 11 includes an interface section 11A, a user residence database 11B, and a real-time communication content database 11C.
The interface unit 11A is a circuit, a device, etc. that mediates data exchange between the infrastructure supply service server unit 11 and the real-time communication server unit 12, and is, for example, an API (Application Programming Interface).
The user residence database 11B stores information on the residences of the users of the user terminals UT connected to the real-time communication system 1. FIG. "User's mansion" includes not only the mansion in which the user resides, but also the mansion owned by the user and in which persons other than the user reside.
"Information about the mansion" includes the address and postal code of the mansion. Specifically, the "residential address and postal code" includes not only the address and postal code of the house where the user resides, but also the address and postal code of the construction site of the residence (user's building site). included.
"Information about a mansion" is acquired, for example, from a company or the like that has contracted to build a mansion for the user of the user terminal UT.
In the example shown in FIG. 1, the address and postal code of the building site of the mansion (user's building site) are included in the "mansion address and postal code". The address and postal code of the building site) may not be included in the "address and postal code of the mansion".

In the example shown in FIG. 1, the "mansion-related information" further includes information concerning facilities provided in the mansion. "Facilities provided in the mansion" include, for example, a gas water heater and a solar power generation system provided in the mansion.
In the example shown in FIG. 1, the "information about the mansion" includes information about the facilities provided in the mansion, but in another example, the "information about the mansion" includes information about the facilities provided in the mansion. May not be included.

In the example shown in FIG. 1, the "information about the mansion" includes information (infrastructure information) about the infrastructure of the region containing the mansion. The infrastructure information includes, for example, information on a system for supplying energy such as electricity and gas.
In the example shown in FIG. 1, the "mansion-related information" includes the infrastructure information of the area including the mansion, but in other examples, the "mansion-related information" does not include the infrastructure information of the region containing the mansion. good too.

In the example shown in FIG. 1, the real-time communication content database 11C stores information entered in an input form by the user of the user terminal UT during real-time communication between the user terminal UT and an AI (artificial intelligence) engine section 12A, which will be described later. memorize

FIG. 3 is a diagram showing an example of an input form for receiving information input by the user of the user terminal UT during real-time communication between the user terminal UT and the AI engine unit 12A. The input form shown in FIG. 3 is displayed on the display (not shown) of the user terminal UT.
In the example shown in FIG. 3, "ΔΔΔΔ electricity inquiry chat" is performed as real-time communication between the user terminal UT and the AI engine unit 12A.
In response to an input by the user of the user terminal UT, "Can I use the service?", the AI engine unit 12A generates a response of "Thank you. are doing.

In the example shown in FIG. 1, the infrastructure provision service server section 11 includes the real-time communication content database 11C, but in other examples, the infrastructure provision service server section 11 may not include the real-time communication content database 11C.

In the example shown in FIG. 1, the real-time communication server section 12 executes real-time communication with the user terminal UT. Real-time communication includes, for example, chat-type communication as shown in FIG. 3, as well as any method known as one-to-one communication type of P2P application (for example, LINE, Skype, MSN messenger, etc.).
The real-time communication server section 12 includes the aforementioned AI engine section 12A, response rule database 12B, service database 12C, manned switching determination section 12D, and telephone switching determination section 12E.
The AI engine unit 12A automatically generates an answer to an inquiry about the infrastructure provision service from the user of the user terminal UT. In the example shown in FIG. 3 described above, in response to an inquiry from the user of the user terminal UT, "Can you use the service?", the AI engine unit 12A responds, "Thank you. You can use it.” is automatically generated (i.e., the response is generated without the use of human resources).
The response rule database 12B stores response rules that are used as a basis when the AI engine unit 12A automatically generates an answer. For example, when the real-time communication system 1 is installed, the AI engine unit 12A performs installation-time learning based on response rules stored in the response rule database 12B.

In the example shown in FIG. 1, the service database 12C stores information regarding infrastructure provision services. "Information on infrastructure supply services" includes information on areas where infrastructure supply services can be provided. As described above, in the example shown in FIG. 2, "Tokyo Electric Power Area", "Kansai Electric Power Area", and "Other Areas" are set as areas where the infrastructure supply service (power supply service) can be provided. there is
The "information on infrastructure supply service" includes information on preconditions necessary for provision of infrastructure supply service (for example, information indicating that the customer's residence is not all-electric).
In addition, the "information on the infrastructure supply service" includes the details of the infrastructure supply service that the residence of the user of the user terminal UT is currently receiving, and the accuracy of the charge simulation result automatically generated by the AI engine unit 12A. (for example, information to the effect that the accuracy of the rate simulation results will be low if the residence of the user of the user terminal UT is receiving an infrastructure supply service of a predetermined plan from a predetermined business operator).
In the example shown in FIG. 1, the "information on the infrastructure supply service" includes information on areas where the infrastructure supply service can be provided, information on preconditions necessary for providing the infrastructure supply service, information on the residence of the user of the user terminal UT. is currently received by the AI engine unit 12A and information indicating the relationship between the accuracy of the rate simulation results automatically generated by the AI engine unit 12A. "Information" includes information on the preconditions necessary for providing the infrastructure provision service and/or the service content of the infrastructure provision service currently received by the user of the user terminal UT and automatically generated by the AI engine unit 12A. Information indicating the relationship between the accuracy of the price simulation result and the accuracy may not be included.

In the example shown in FIG. 1, the manned switching determination unit 12D changes from the first state in which the AI engine unit 12A automatically generates an answer as shown in FIG. For example, it is determined whether or not to switch to the second state in which a chat response is performed.
For example, the manned switching determination unit 12D receives a negative response from the AI engine unit 12A in response to an inquiry from the user of the user terminal UT (for example, "Mr. etc.) is automatically generated, it is determined whether or not to switch from the first state to the second state.
In the example shown in FIG. 1, the real-time communication server unit 12 includes the manned switching determination unit 12D, but in other examples, the real-time communication server unit 12 may not include the manned switching determination unit 12D.

In the example shown in FIG. 1, the telephone switching determination unit 12E changes from a first state in which an answer is automatically generated by the AI engine unit 12A, or from a second state in which an operator responds via the infrastructure supply service server unit 11. , determines whether or not to switch to the third state in which the operator answers the telephone.
The telephone switching determination unit 12E determines whether or not to switch from the first state or the second state to the third state, based on the charge simulation result automatically generated by the AI engine unit 12A, for example.
In the example shown in FIG. 1, the real-time communication server section 12 includes the telephone switching determination section 12E, but in other examples, the real-time communication server section 12 may not include the telephone switching determination section 12E.

In the example shown in FIGS. 1 and 3, the real-time communication server unit 12 shows an input form used for real-time communication (chat-style communication in the example shown in FIG. 3) between the user terminal UT and the AI engine unit 12A. 2 is displayed on the web page.
The AI engine unit 12A provides information on the mansion (for example, information on the address and zip code of the mansion where the user of the user terminal UT resides) and information on the infrastructure supply service (for example, information on the infrastructure supply service available to the user). automatically generates an answer to the effect that the user of the user terminal UT can use the infrastructure provision service, and displays the answer on the user terminal UT. Execute the process for
As a result, as shown in FIG. 3, the answer "Thank you. You can use △△△△ electricity at Mr. 〇〇's residence." is displayed on the user terminal UT.

In the example shown in FIGS. 1 and 3, the AI engine unit 12A receives information input in the input form by the user of the user terminal UT (in the example shown in FIG. 3, the simulation target month is "March", the user A service suitable for the user of the user terminal UT among the multiple service contents included in the infrastructure supply service, based on the current usage fee for the simulation target month of the residence of the user of the terminal UT ("13,200 yen"). A response is automatically generated as a charge simulation result when the content is used (in the example shown in FIG. 3, it will be reduced by 7,619 yen per year), and the processing for displaying the response on the user terminal UT is executed.
As a result, as shown in FIG. 3, the user terminal UT displays the answers "Yearly simulation result (reference)" and "You will save 7,619 yen in one year!".

In the example shown in FIGS. 1 and 3, the AI engine unit 12A receives application page information (in the example shown in FIG. 3, URL (Uniform Resource Locator ) link) is automatically generated, and a process for displaying the answer on the user terminal UT is executed.
As a result, as shown in FIG. 3, the guidance (response) "Click here for application/inquiry" is displayed on the user terminal UT.
In the example shown in FIG. 3, an application for a new contract is accepted as an application for use of the infrastructure provision service by the user of the user terminal UT. For example, applications other than new contracts, such as contract changes and cancellations, may be accepted.

FIG. 4 is a diagram showing an example of an application form used for applying for use of the infrastructure supply service (power supply service). The application form shown in FIG. 4 is displayed on the display (not shown) of the user terminal UT.
In the example shown in FIG. 4, items that need to be entered in the application form are "customer name (name of user of user terminal UT)", "address/zip code", "e-mail address", "telephone number ”, “currently used power supply service”, “currently used equipment”, “application plan (service content)”, etc. are set.

In the examples shown in FIGS. 1, 3, and 4, the infrastructure supply service server unit 11 generates an application page (not shown) for accepting applications for using the infrastructure supply service. For example, the application page is displayed on the user terminal UT when the user of the user terminal UT taps the "click here for application/inquiry" button shown in FIG.
In addition, the real-time communication server unit 12 executes processing for displaying an application form (see FIG. 4) used for applying for use of the infrastructure supply service on the application page, and as a result, the application form shown in FIG. displayed on the user terminal UT.
The AI engine unit 12A performs proxy input to the application form based on the information about the residence of the user of the user terminal UT and the information input to the input form (see FIG. 3) by the user of the user terminal UT. do.

Specifically, the AI engine unit 12A, based on the information on the residence address and postal code of the user terminal UT stored in the user residence database 11B, reads the "address and postal code" of the application form shown in FIG. Execute the substitute input of the item "number".
Also, the AI engine unit 12A, based on the information (“March”, “13,200 yen”) entered in the input form by the user of the user terminal UT, reads the “application plan (service content)” item is executed. Specifically, the AI engine unit 12A performs proxy input of a plan (service content) that is 7,619 yen cheaper per year than the current usage fee of the residence of the user of the user terminal UT.
The real-time communication server unit 12 executes processing for displaying on the application page the application form including the content entered by proxy by the AI engine unit 12A. As a result, the application form including the contents input by proxy by the AI engine unit 12A is displayed on the user terminal UT.

In the example shown in FIG. 3, only one fee simulation result is automatically generated by the AI engine unit 12A as the "annual simulation result (reference)". A charge simulation result of a plurality of plans (service contents) that are cheaper than the current usage charge of the residence of the user of the terminal UT may be generated as recommendation information. That is, in this example, the AI engine unit 12A receives information about the residence of the user of the user terminal UT, information about the infrastructure provision service, and information entered in the input form (see FIG. 4) by the user of the user terminal UT. Recommendation information for the user of the user terminal UT is automatically generated based on the above. The recommended information is useful information for the user of the user terminal UT, and the recommended information may include information other than the charge simulation results.

As described above, the AI engine unit 12A, for example, when the real-time communication system 1 is introduced, performs introduction-time learning based on the response rules stored in the response rule database 12B.
Next, the AI engine unit 12A performs improvement based on the response result (success/failure). Also, in the AI engine unit 12A, setting of responses to new questions is performed.
In other words, the AI engine unit 12A executes post-introduction learning based on the automatic generation result of the answer to the user of the user terminal UT by the AI engine unit 12A. Next, the AI engine unit 12A automatically generates an answer for the user of the user terminal UT based on the result of the post-introduction learning.

FIG. 5 is a diagram showing an application example of the real-time communication system 1 of the first embodiment.
In the example shown in FIG. 5, the user of the user terminal UT (not shown in FIG. 5) accesses a web page (ΔΔΔ △Electrical site) (see Figure 2).
Next, the user of the user terminal UT starts "△△△△ Electricity Inquiry Chat" (see FIG. 3) as real-time communication between the user terminal UT and the AI engine unit 12A, and the input shown in FIG. Chat inputs such as "Can I use the service?", "Is it cheaper than now?", "March", and "13,200 yen" (see FIG. 3) are executed in the form. The input information is transmitted to the real-time communication server section 12 via the infrastructure provision service server section 11 .
The AI engine unit 12A of the real-time communication server unit 12 responds to the chat input by the user of the user terminal UT by saying, "Thank you. Please select a month.”, “Please let me know the electricity bill for that month.”, “Click here for the simulation results! http://www.XXXXXXXXXX.com” Generate automatically. These responses are transmitted to the user terminal UT via the infrastructure provision service server section 11 as chat responses.
Information such as the address and postal code of the user of the user terminal UT stored in the user's residence database 11B is transmitted to the AI engine section 12A via the interface section 11A to automatically generate an answer to the user of the user terminal UT. used for
Further, in the AI engine unit 12A, the information of the area where the infrastructure supply service (power supply service) can be provided is used to automatically generate an answer to the user of the user terminal UT.
In other words, in the example shown in FIG. 5, attribute information such as information such as the address of the user of the user terminal UT, postal code, etc., and information on areas where the infrastructure supply service (power supply service) can be provided is linked. The information is used by the AI engine unit 12A to automatically generate an answer to the user of the user terminal UT.

FIG. 6 is a diagram showing an example of reaction of the user of the user terminal UT during browsing of the Web page shown in FIG. 2 and reaction of the user of the user terminal UT during inputting to the input form shown in FIG.
In the example shown in FIG. 6, while browsing the Web page shown in FIG. I am interested in whether or not the mansion of
In addition, the user of the user terminal UT is interested in whether or not the electricity usage fee for the residence of the user of the user terminal UT will become cheaper if the infrastructure supply service (power supply service) shown in FIG. 2 is used. have.
On the other hand, the user of the user terminal UT hesitates to make a phone call because it is late at night, and feels that it is troublesome to make a phone call.

In the example shown in FIG. 6, the user of the user terminal UT conducts "△△△△ electricity inquiry chat" as real-time communication between the user terminal UT and the AI engine unit 12A, thereby asking questions on the spot. and clears doubts.
Specifically, the user of the user terminal UT has feelings such as "It's so easy to understand" and "Let's apply!" are doing.

FIG. 7 is a sequence diagram for explaining an example of processing executed in the real-time communication system 1 etc. of the first embodiment.
In the example shown in FIG. 7, in step S11, the infrastructure supply service server unit 11 and the like of the real-time communication system 1 access the Web page shown in FIG. 2, the input form shown in FIG. not shown) and the application form shown in FIG.
Further, in step S12, the user residence database 11B of the real-time communication system 1 acquires information on the residence of the user of the user terminal UT from, for example, a company that has contracted the construction of the residence of the user of the user terminal UT, Remember.
Also, in step S13, the service database 12C of the real-time communication system 1 stores information on the infrastructure provision service.
Also, in step S14, the response rule is stored in the response rule database 12B of the real-time communication system 1, and the AI engine unit 12A executes learning at introduction based on the response rule.

Next, in step S21, the real-time communication server section 12 of the real-time communication system 1, in response to a request (S21A) from the user of the user terminal UT who is browsing the Web page shown in FIG. 12A to initiate and carry out real-time communications.
Specifically, in step S21B, the real-time communication system 1 executes processing for displaying the input form shown in FIG. 3 on the user terminal UT.
Next, in step S21C, the user terminal UT displays an input form.
Next, in step S21D, the user terminal UT transmits an inquiry regarding the infrastructure provision service to the real-time communication system 1. FIG.
Next, in step S21E, the AI engine unit 12A of the real-time communication system 1 automatically generates an answer to the inquiry regarding the infrastructure provision service from the user of the user terminal UT, and transmits it to the user terminal UT.
Also, in step S21F, the real-time communication content database 11C of the real-time communication system 1 stores the information entered in the input form by the user of the user terminal UT during the real-time communication between the user terminal UT and the AI engine unit 12A. do.

Next, in step S22B, the real-time communication system 1 executes processing for displaying an application page on the user terminal UT in response to a request (S22A) from the user of the user terminal UT who has decided to subscribe to the infrastructure provision service. do.
Next, in step S22C, the user terminal UT displays an application page.
Next, in step S23A, the real-time communication system 1 executes processing for displaying the application form shown in FIG. 4 on the user terminal UT.
Next, in step S23B, the user terminal UT displays an application form.

FIG. 8 is a diagram for explaining an example of processing executed in the manned switching determination unit 12D of the real-time communication system 1 of the first embodiment.
In the example shown in FIG. 8, in step S31, the manned switching determination unit 12D moves from the first state in which an answer is automatically generated by the AI engine unit 12A to the first state in which the operator responds via the infrastructure supply service server unit 11. It is determined whether or not to switch to the 2-state.
Specifically, in step S31, the manned switching determination unit 12D determines that the number of times the AI engine unit 12A has automatically generated a negative response to an inquiry from the user of the user terminal UT exceeds the first threshold. Determine whether or not. When the number of times that the AI engine unit 12A automatically generates negative answers is greater than or equal to the first threshold value, the process proceeds to step S32, and the number of times that the AI engine unit 12A automatically generates negative answers reaches the first threshold. If it is less than one threshold, the process proceeds to step S33.
In step S32, the real-time communication system 1 switches from the first state to the second state.
On the other hand, in step S33, the real-time communication system 1 maintains the first state.
In the example shown in FIG. 8, the real-time communication system 1 of the first embodiment can switch from the first state to the second state more appropriately than when the process of step S31 is not executed.

FIG. 9 is a diagram for explaining an example of processing executed in the telephone switching determination unit 12E of the real-time communication system 1 of the first embodiment.
In the example shown in FIG. 9, in step S41, the telephone switching determination unit 12E is placed in the first state in which an answer is automatically generated by the AI engine unit 12A, or a response is made by the operator via the infrastructure supply service server unit 11. It is determined whether or not to switch from the second state to the third state in which the operator answers the telephone.
Specifically, in step S41, the telephone switching determination unit 12E executes switching from the first state or the second state to the third state based on the amount of charge simulation result automatically generated by the AI engine unit 12A. Determine whether or not If the amount of charge simulation results automatically generated by the AI engine unit 12A is equal to or greater than the second threshold, the process proceeds to step S42, and the amount of charge simulation results automatically generated by the AI engine unit 12A is less than the second threshold. If so, the process proceeds to step S43.
In step S42, the real-time communication system 1 switches from the first state or the second state to the third state.
On the other hand, in step S43, the real-time communication system 1 maintains the first state or the second state.
In the example shown in FIG. 9, the real-time communication system 1 of the first embodiment can switch from the first state or the second state to the third state more appropriately than when the process of step S41 is not executed. can.

In the real-time communication system 1 of the first embodiment, as described above, the real-time communication server section 12 executes real-time communication between the user terminal UT and the AI engine section 12A, and the AI engine section 12A communicates with the user terminal UT. Automatically generate answers to inquiries about infrastructure provision services from users of
Therefore, in the real-time communication system 1 of the first embodiment, it is possible to respond to inquiries regarding infrastructure provision services from users of user terminals UT without using human resources.
In addition, it is possible to generate more uniform answers than when human resources are used for a plurality of inquiries about infrastructure provision services from users of user terminals UT.
In addition, it is possible to respond to inquiries about infrastructure provision services from users of user terminals UT while keeping costs lower than when human resources are used.
In addition, it is possible to expand the time zone in which it is possible to respond to an inquiry about the infrastructure provision service from the user of the user terminal UT, as compared with the case where a response is made by human resources.
In addition, it is possible to simultaneously respond to inquiries regarding infrastructure provision services from users of a large number of user terminals UT, compared to the case where human resources are used to respond.

In addition, in the real-time communication system 1 of the first embodiment, as described above, the AI engine unit 12A automatically generates responses to inquiries about infrastructure provision services from users of the user terminals UT. can improve sexuality.
In addition, the burden on the user of the user terminal UT can be reduced compared to the case where the user of the user terminal UT needs to make an inquiry about the infrastructure supply service by telephone, and the convenience of the inquiry about the infrastructure supply service is improved. can be made
In addition, in the real-time communication system 1 of the first embodiment, as described above, when the user of the user terminal UT makes an inquiry about the infrastructure provision service, the user of the user terminal UT inputs the information about the mansion into the input form. No need. Therefore, it is possible to reduce the amount of input work of the user of the user terminal UT and improve the convenience of inquiries about the infrastructure supply service, compared to the case where the information about the mansion needs to be input into the input form.
In addition, in the real-time communication system 1 of the first embodiment, as described above, the AI engine unit 12A automatically generates an answer based on the information about the mansion including the address of the mansion and the information on the area where the infrastructure supply service can be provided. Information about infrastructure provision services, including: Therefore, the user of the user terminal UT can quickly obtain an answer as to whether or not the residence can receive the infrastructure supply service.

Further, in the real-time communication system 1 of the first embodiment, as described above, the information regarding the residence of the user of the user terminal UT includes the information regarding the facilities provided in the residence of the user of the user terminal UT.
Therefore, in the real-time communication system 1 of the first embodiment, in response to an inquiry about the infrastructure provision service from the user of the user terminal UT, an answer is generated that takes into account the facilities provided in the residence of the user of the user terminal UT. be able to.

Further, in the real-time communication system 1 of the first embodiment, as described above, the information about the residence of the user of the user terminal UT includes the infrastructure information of the area including the residence of the user of the user terminal UT.
Therefore, in the real-time communication system 1 of the first embodiment, in response to an inquiry about the infrastructure provision service from the user of the user terminal UT, an answer is generated that takes into consideration the infrastructure of the area including the residence of the user of the user terminal UT. be able to.

Further, in the real-time communication system 1 of the first embodiment, as described above, the information regarding the infrastructure supply service includes the information regarding the preconditions necessary for providing the infrastructure supply service.
Therefore, in the real-time communication system 1 of the first embodiment, in response to an inquiry about the infrastructure provision service from the user of the user terminal UT, even though the residence of the user of the user terminal UT is not subject to provision of the infrastructure provision service, Therefore, it is possible to suppress the possibility of generating a charge simulation result or the like.

Further, in the real-time communication system 1 of the first embodiment, as described above, the information on the infrastructure provision service includes the service content of the infrastructure provision service currently received by the user of the user terminal UT, and the AI engine unit 12A. This includes information indicating the relationship between the accuracy of the toll simulation results automatically generated by
Therefore, in the real-time communication system 1 of the first embodiment, it is possible to grasp in advance that there is a possibility that a fee simulation result with low accuracy will be generated.

Further, in the real-time communication system 1 of the first embodiment, as described above, the AI engine unit 12A generates information about the residence of the user of the user terminal UT and information entered in the input form by the user of the user terminal UT. Execute proxy input to the application form based on and.
Therefore, in the real-time communication system 1 of the first embodiment, it is possible to improve the convenience of applying for the use of the infrastructure supply service, as compared with the case where the AI engine unit 12A does not execute proxy input to the application form.

Further, in the real-time communication system 1 of the first embodiment, as described above, the AI engine unit 12A generates information about the residence of the user of the user terminal UT, information about the infrastructure provision service, and Recommendation information for the user of the user terminal UT is automatically generated based on the information entered in the input form.
Therefore, in the real-time communication system 1 of the first embodiment, the user of the user terminal UT is more satisfied with real-time communication than when the AI engine unit 12A does not automatically generate recommendation information for the user of the user terminal UT. can be made

In addition, in the real-time communication system 1 of the first embodiment, as described above, the AI engine unit 12A performs introduction learning based on the response rules stored in the response rule database 12B, and then the AI engine unit 12A Perform post-introduction learning based on the results of auto-generated answers, and perform auto-generation of answers based on the results of post-introduction learning.
Therefore, in the real-time communication system 1 of the first embodiment, the quality of answers by the AI engine unit 12A can be improved more than when the AI engine unit 12A does not perform post-introduction learning.

Further, in the real-time communication system 1 of the first embodiment, as described above, the information input to the input form by the user of the user terminal UT during real-time communication between the user terminal UT and the AI engine unit 12A is stored. be done.
Therefore, in the real-time communication system 1 of the first embodiment, even the user of the user terminal UT who has not yet started using the infrastructure provision service can obtain the information entered in the input form, and customer satisfaction with the real-time communication system 1 can be obtained. degree can be improved.

<Second embodiment>
A second embodiment of the real-time communication system, real-time communication method, and program of the present invention will be described below.
The real-time communication system 1 of the second embodiment is configured in the same manner as the above-described real-time communication system 1 of the first embodiment, except for points described later. Therefore, according to the real-time communication system 1 of the second embodiment, the same effects as those of the above-described real-time communication system 1 of the first embodiment can be obtained except for the points described later.

FIG. 10 is a diagram showing an example of the real-time communication system 1 of the second embodiment.
In the example shown in FIG. 1, the infrastructure supply service server section 11 and the real-time communication server section 12 are provided separately, but in the example shown in FIG. The real-time communication system 1 of the second embodiment is configured by integrating the unit 12 .

As described above, the mode for carrying out the present invention has been described using the embodiments, but the present invention is not limited to such embodiments at all, and various modifications and replacements can be made without departing from the scope of the present invention. can be added. You may combine suitably the structure described in each embodiment and each example which were mentioned above.

All or part of the functions of the units provided in the real-time communication system 1 in the above-described embodiment are recorded on a computer-readable recording medium by recording a program for realizing these functions. It may be realized by loading the program into a computer system and executing it. It should be noted that the "computer system" referred to here includes hardware such as an OS and peripheral devices.
The term "computer-readable recording medium" refers to portable media such as flexible discs, magneto-optical discs, ROMs and CD-ROMs, and storage units such as hard discs incorporated in computer systems. Furthermore, "computer-readable recording medium" refers to a program that dynamically retains programs for a short period of time, like a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. It may also include a device that holds a program for a certain period of time, such as a volatile memory inside a computer system that serves as a server or client in that case. Further, the program may be for realizing part of the functions described above, or may be capable of realizing the functions described above in combination with a program already recorded in the computer system.

REFERENCE SIGNS LIST 1 real-time communication system 11 infrastructure supply service server unit 11A interface unit 11B user database 11C real-time communication content database 12 real-time communication server unit 12A AI engine unit 12B response rule database , 12C... service database, 12D... manned switching determination unit, 12E... telephone switching determination unit, UT... user terminal

Claims (11)

an infrastructure supply service server unit that generates a web page related to the infrastructure supply service;
a real-time communication server unit that performs real-time communication with a user terminal used for browsing the web page and displays an input form used for the real-time communication with the user terminal on the web page;
a user residence database that stores information about the residence of the user of the user terminal;
a service database that stores information about the infrastructure provision service;
an AI engine unit that automatically generates an answer to an inquiry about the infrastructure supply service from the user;
To any of the first state in which the answer is automatically generated by the AI engine unit, the second state in which the operator responds via the real-time communication, and the third state in which the operator responds by telephone. A manned switching determination unit that determines switching of
the information about the mansion includes at least the address and postal code of the mansion;
the information on the infrastructure supply service includes at least information on areas where the infrastructure supply service can be provided;
The AI engine section
Based on the information on the mansion, the information on the infrastructure provision service, and the information entered in the input form by the user, at least:
whether the user can use the infrastructure provision service;
a service content suitable for the user among a plurality of service content included in the infrastructure provision service;
A fee simulation result when the user uses the infrastructure provision service;
automatically generating the answer including information on an application page for accepting an application for use of the infrastructure provision service by the user;
The manned switching determination unit performs switching from the first state to the second state based at least on the number of times the AI engine unit automatically generates negative responses to inquiries from the user. Determining whether or not to execute, and whether or not to execute switching from the first state or the second state to the third state based on the result of the rate simulation automatically generated by the AI engine unit determine a real-time communication system. The information about the mansion includes information about facilities provided in the mansion,
The AI engine section
2. The real-time communication system according to claim 1, wherein, based on the information relating to the facilities provided in the mansion contained in the information relating to the mansion, a substitute input is made to the items relating to the facilities provided in the mansion in the input form. The information about the mansion includes infrastructure information that is information about the infrastructure of the area containing the mansion,
The real-time communication system according to claim 1 or 2. The information on the infrastructure provision service includes information on preconditions necessary for providing the infrastructure provision service,
A real-time communication system according to any one of claims 1 to 3. The information on the infrastructure supply service includes information indicating the relationship between the content of the infrastructure supply service currently received by the residence and the accuracy of the price simulation result automatically generated by the AI engine unit. ,
A real-time communication system according to any one of claims 1 to 4. The infrastructure supply service server unit generates the application page for accepting applications for use of the infrastructure supply service,
The real-time communication server unit displays an application form used for applying for use of the infrastructure supply service on the application page,
The AI engine unit executes proxy input to the application form based on the information about the residence and the information entered in the input form by the user,
The real-time communication server unit displays the application form including the content input by the AI engine unit on the application page.
A real-time communication system according to any one of claims 1 to 5. The AI engine unit automatically generates recommendation information for the user based on the information on the mansion, the information on the infrastructure supply service, and the information entered in the input form by the user,
The recommendation information includes the price simulation result,
A real-time communication system according to any one of claims 1 to 6. further comprising a response rules database;
The AI engine section
perform onboarding learning based on response rules stored in the response rule database;
Next, performing post-introduction learning based on the result of automatic generation of the answer by the AI engine unit, and performing automatic generation of the answer based on the result of the post-introduction learning,
A real-time communication system according to any one of claims 1 to 7. Further comprising a real-time communication content database that stores information entered into the input form by the user during the real-time communication between the user terminal and the AI engine unit,
A real-time communication system according to any one of claims 1 to 8. a web page generating step of generating a web page about infrastructure provisioning services;
a real-time communication executing step in which the real-time communication server unit executes real-time communication with a user terminal used for browsing the web page;
an input form display step of displaying on the web page an input form used for the real-time communication with the user terminal;
a residence information storing step of storing information about the residence of the user of the user terminal;
a service information storage step of storing information about the infrastructure provision service;
an answer generation step of automatically generating an answer to an inquiry about the infrastructure provision service from the user;
In the answer generating step, any one of a first state in which the answer is automatically generated, a second state in which the operator responds via the real-time communication, and a third state in which the operator responds by telephone A manned switching determination step for determining switching of
with
the information about the mansion stored in the step of storing the mansion information includes at least the address and postal code of the mansion;
the information on the infrastructure provision service stored in the service information storage step includes at least information on areas where the infrastructure provision service can be provided;
In the answer generation step,
Based on the information on the mansion, the information on the infrastructure provision service, and the information entered in the input form by the user, at least:
whether the user can use the infrastructure provision service;
a service content suitable for the user among a plurality of service content included in the infrastructure provision service;
A fee simulation result when the user uses the infrastructure provision service;
automatically generating the answer including information on an application page for accepting an application for use of the infrastructure provision service by the user ;
The manned switching determination step includes at least
Determining whether to switch from the first state to the second state based on the number of times negative responses to inquiries from the user are automatically generated in the response generation step and determining whether to switch from the first state or the second state to the third state based on the charge simulation result automatically generated in the answer generating step.
real-time communication method. to the computer,
a web page generating step of generating a web page about infrastructure provisioning services;
a real-time communication executing step of executing real-time communication with a user terminal used for browsing the web page;
an input form display step of displaying on the web page an input form used for the real-time communication with the user terminal;
a residence information storing step of storing information about the residence of the user of the user terminal;
a service information storage step of storing information about the infrastructure provision service; an answer generation step of automatically generating an answer to an inquiry about the infrastructure provision service from the user;
In the answer generating step, any one of a first state in which the answer is automatically generated, a second state in which the operator responds via the real-time communication, and a third state in which the operator responds by telephone A manned switching determination step for determining switching of
A program for executing
the information about the mansion stored in the step of storing the mansion information includes at least the address and postal code of the mansion;
the information on the infrastructure provision service stored in the service information storage step includes at least information on areas where the infrastructure provision service can be provided;
In the answer generation step,
Based on the information on the mansion, the information on the infrastructure provision service, and the information entered in the input form by the user, at least:
whether the user can use the infrastructure provision service;
a service content suitable for the user among a plurality of service content included in the infrastructure provision service;
A fee simulation result when the user uses the infrastructure provision service;
automatically generating the answer including information on an application page for accepting an application for use of the infrastructure provision service by the user ;
The manned switching determination step includes at least
Determining whether to switch from the first state to the second state based on the number of times negative responses to inquiries from the user are automatically generated in the response generation step and determining whether to switch from the first state or the second state to the third state based on the charge simulation result automatically generated in the answer generating step.
program.

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