JP7386590B1 - Program, method, information processing device, system - Google Patents

Abstract

A program for causing a computer including a processor and a storage unit to process information regarding interactions between users and customers, the processor comprising: an attribute storage step in which the processor associates and stores customer attributes regarding customer attributes for a plurality of customers; a rule storage step for storing a reception rule regarding reception in association with at least some of the plurality of customer attributes; a communication reception step for receiving communication from a predetermined customer; and a communication reception step for receiving communication from the predetermined customer received in the communication reception step. a rule specifying step of specifying a predetermined response rule stored in association with the predetermined customer attribute in the rule storage step based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step; A program that executes a communication processing step of processing a communication received from a predetermined customer based on a predetermined response rule specified in the rule specifying step.

Description

The present disclosure relates to a program, a method, an information processing device, and a system.

2. Description of the Related Art Information processing systems are known that make it more efficient for operators to respond to telephone inquiries from customers.
Patent Document 1 discloses a customer referral management system and a customer referral management server that can quickly select a sales person and improve customer satisfaction.

JP2021-099706A

There is a problem in that it is not possible to perform processing appropriate for customer attributes regarding incoming calls from customers.
Therefore, the present disclosure has been made to solve the above problems, and its purpose is to provide a technology for processing incoming calls from customers in a manner appropriate to the customer attributes of the customers.

A program for causing a computer comprising a processor and a storage unit to process information regarding interactions between users and customers, the processor comprising: an attribute storage step in which the processor associates and stores customer attributes regarding customer attributes for a plurality of customers; a rule storage step for storing a response rule related to reception in association with at least some of the plurality of customer attributes; a communication reception step for receiving communication from a predetermined customer; and a communication reception step for receiving communication from the predetermined customer received in the communication reception step. a rule specifying step of specifying a predetermined reception rule stored in association with the predetermined customer attribute in the rule storage step, based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step; A program that executes a communication processing step of processing a communication received from a predetermined customer based on a predetermined response rule specified in the rule specifying step.

According to the present disclosure, it is possible to perform processing appropriate for the customer attributes of the customer in response to an incoming call from the customer.

1 is a block diagram showing the functional configuration of system 1. FIG. 1 is a block diagram showing the functional configuration of a server 10. FIG. 2 is a block diagram showing the functional configuration of a first user terminal 20. FIG. 3 is a block diagram showing the functional configuration of a second user terminal 30. FIG. 3 is a diagram showing a data structure of a user table 1012. FIG. 3 is a diagram showing the data structure of a group table 1013. FIG. 3 is a diagram showing the data structure of a dialogue table 1014. FIG. 3 is a diagram showing a data structure of a label table 1015. FIG. 3 is a diagram showing a data structure of a voice section table 1016. FIG. 3 is a diagram showing the data structure of a customer table 1021. FIG. 3 is a diagram showing the data structure of a customer group table 1022. FIG. 3 is a diagram showing the data structure of a rule table 1023. FIG. 3 is a flowchart showing the operation of setting processing. It is a flowchart which shows operation|movement of an incoming call process. It is an example of a first screen showing the operation of setting processing. It is a second screen example showing the operation of the setting process. It is a third screen example showing the operation of the setting process. 2 is a block diagram showing the basic hardware configuration of a computer 90. FIG.

Embodiments of the present disclosure will be described below with reference to the drawings. In all the figures explaining the embodiments, common components are given the same reference numerals and repeated explanations will be omitted. Note that the following embodiments do not unduly limit the content of the present disclosure described in the claims. Furthermore, not all components shown in the embodiments are essential components of the present disclosure. Furthermore, each figure is a schematic diagram and is not necessarily strictly illustrated.

<System 1 configuration>
A system 1 in the present disclosure is an information processing system that provides an information processing service for efficiently managing inquiries from customers by telephone or the like.
The system 1 includes information processing devices such as a server 10, a first user terminal 20, a second user terminal 30, and a voice server (PBX) 50, which are connected via a network N.
FIG. 1 is a block diagram showing the functional configuration of the system 1. As shown in FIG.
FIG. 2 is a block diagram showing the functional configuration of the server 10.
FIG. 3 is a block diagram showing the functional configuration of the first user terminal 20. As shown in FIG.
FIG. 4 is a block diagram showing the functional configuration of the second user terminal 30.

Each information processing device is composed of a computer including an arithmetic unit and a storage device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by the hardware configuration will be described later. Regarding each of the server 10, the first user terminal 20, the second user terminal 30, and the audio server (PBX) 50, explanations that overlap with the basic hardware configuration of the computer and the basic functional configuration of the computer, which will be described later, will be omitted.

<Configuration of server 10>
The server 10 is an information processing device that provides an information processing service that executes predetermined information processing in response to inquiries from customers over the phone or the like.
The server 10 in the present disclosure is an information processing device that provides an online interaction service (online interaction service) between a first user who is an operator and a second user who is a customer. Note that the server 10 in the present disclosure may also be capable of providing online interaction services between three or more users, including multiple operators and multiple customers.
Note that the customer does not necessarily need to be a user of the information processing service according to the present disclosure.
The server 10 includes a storage section 101 and a control section 104.

<Configuration of storage unit 101 of server 10>
The storage unit 101 of the server 10 includes an application program 1011, a user table 1012, a group table 1013, a dialogue table 1014, a label table 1015, a voice section table 1016, a customer table 1021, a customer group table 1022, and a rule table 1023.

The application program 1011 is a program for causing the control unit 104 of the server 10 to function as each functional unit.
Application programs 1011 include applications such as web browser applications.

The user table 1012 is a table that stores and manages user information. When a user registers to use a service, the user's information is stored in a new record in the user table 1012. This allows the user to use the service according to the present disclosure. In this disclosure,
The user table 1012 is a table having user ID as a primary key and columns of user ID, group ID, user name, priority, available period, user attributes, and the like.
FIG. 5 is a diagram showing the data structure of the user table 1012.

The user ID is an item that stores user identification information for identifying a user. The user identification information is an item in which a unique value is set for each user.
Group ID is an item that stores group identification information for identifying a group. By storing one or more group identification information in association with each user, it is expressed that the user belongs to one or more groups.
The user name is an item that stores the user's name. The user name may be any character string such as a nickname instead of a full name.
Priority is an item that stores information that defines the user's priority. Specifically, character strings, numerical values, etc. indicating the user's priority are stored. For example, in a numerical value range of 0 to 100, a user with a higher priority is assigned a higher numerical value. Note that the same priority value may be assigned to different users.
The availability period stores information regarding the date and time, day of the week, period, and time zone during which the user can respond to inquiries from customers by telephone or the like. For example, information regarding periods such as "9:00 to 17:00 on weekdays" and "9:00 to 12:00 on weekends and holidays" is stored.
The user attribute is an item that stores attribute information regarding the attributes of the user specified by the user ID. For example, the user attributes include character strings for specifying attributes of users such as a user for good membership, a user for VIP, a user for malicious customers, and a system administrator. Furthermore, in the user table 1012, not only natural users but also virtual users (such as an automatic response program) that can reproduce automatic response voices may be included as users by assigning a user ID. do not have.

The group table 1013 is a table that stores and manages information regarding groups to which users belong (group information). Groups include any groups such as companies, corporations, corporate groups, circles, and various organizations. Groups may be defined by more detailed subgroups such as company departments (sales department, general affairs department, customer support department).
The group table 1013 is a table having columns of group ID, group name, group attribute, and priority, with group ID as the primary key.
FIG. 6 is a diagram showing the data structure of the group table 1013.

Group ID is an item that stores group identification information for identifying a group. Group identification information is an item in which a unique value is set for each group information.
Group name is an item that stores the name of the group. Any character string can be set for the group name.
Group attributes are items that store information regarding group attributes such as group type (company, corporate group, other organization, etc.), industry type (real estate, finance, etc.). Further, the group attribute includes a character string for specifying attributes of groups such as a group corresponding to VIPs and a group corresponding to malicious customers. In the present disclosure, by associating group IDs with users stored in the user table 1012, the group attributes of the group table 1013 can be applied to the user attributes of multiple users all at once.
Note that the user attribute of a user is handled as attribute information of either one of the user attribute associated with the user in the user table 1012, the group attribute associated via the group ID in the group table 1013, or both attribute information. It's okay.
Priority is an item that stores information that defines the priority of users belonging to a group. The priority is the same as the priority of the user table 1012, so a description thereof will be omitted.
In the present disclosure, priority can be assigned to each user in the user table 1012, and priority can be assigned to each group to which the user belongs in the group table 1013. Note that the priority may be assigned to only one of each user and each group to which the user belongs. Furthermore, if both the priority in the user table 1012 and the priority in the group table 1013 are assigned to a group to which the predetermined user belongs to a given user, only one of the priorities can be assigned. The priority of the predetermined user may be set as the priority, or a higher or lower priority may be set as the priority of the predetermined user.

The dialogue table 1014 is a table for storing and managing information (dialogue information) related to dialogue between users and customers.
The dialogue table 1014 is a table having dialogue ID as a primary key and columns of dialogue ID, user ID, customer ID, dialogue category, reception/call type, audio data, and video data.
FIG. 7 is a diagram showing the data structure of the dialogue table 1014.

The dialogue ID is an item that stores dialogue identification information for identifying a dialogue. The dialogue identification information is an item in which a unique value is set for each dialogue information.
The user ID is an item that stores user identification information for identifying the user in a dialog between the user and the customer. A plurality of user IDs may be associated with each piece of dialogue information.
The customer ID is an item that stores user identification information for identifying a customer in a dialogue between a user and a customer. User IDs of a plurality of customers may be associated with each piece of interaction information.
The interaction category is an item that stores the type (category) of interaction that took place between the user and the customer. Dialogue data is classified by dialogue category. The interaction category stores values such as telephone user, telemarketing, customer support, and technical support, depending on the purpose of the interaction between the user and the customer.
The incoming/outgoing type is an item that stores information for distinguishing whether the interaction between the user and the customer is initiated by the user (outbound) or received by the user (inbound). . Furthermore, when three or more users engage in dialogue, the type of call/receiver called room is stored.
Audio data is an item that stores audio data collected by a microphone. Reference information (paths) for audio data files located elsewhere may also be stored. The format of the audio data may be any data format such as AAC, ATRAC, mp3, mp4, etc.
The voice data may be in a format in which identifiers are set that allow the user's voice and the customer's voice to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's voice and the customer's voice. Furthermore, the user ID and customer ID can be specified based on the user's and customer's voice data.
In the present disclosure, video data including audio information may be used instead of audio data. Furthermore, audio data in the present disclosure also includes audio data included in video data.
The video data is an item that stores video data captured by a camera or the like. Reference information (path) to a video data file located at another location may also be stored. The format of the video data may be any data format such as MP4, MOV, WMV, AVI, AVCHD.
The video data may be in a format in which identifiers are set that allow each of the user's video and the customer's video to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's video and the customer's video. Furthermore, the user ID and customer ID can be specified based on the user's and customer's video data.

The label table 1015 is a table for storing and managing information regarding labels (label information).
The label table 1015 is a table having columns for conversation ID and label data.
FIG. 8 is a diagram showing the data structure of the label table 1015.

The dialogue ID is an item that stores dialogue identification information for identifying a dialogue.
Label data is an item that stores label information for managing dialogue. Label information is additional information such as a classification name, label, classification label, tag, etc. for managing interaction information.
The label data may be a character string indicating the name of label information, or may be a label ID or the like for referring to the name of label information stored in another table.
The label data includes classification information according to the emotional state of the speaker in a specific dialogue. The classification data includes classification information for classifying whether a speaker's response is good or bad in a specific conversation.

The voice section table 1016 is a table for storing and managing information regarding a plurality of voice sections (voice section information) included in dialogue information.
The audio section table 1016 is a table that uses the section ID as a main key and has columns of section ID, dialogue ID, speaker ID, start date and time, end date and time, section audio data, section video data, and section reading text.
FIG. 9 is a diagram showing the data structure of the voice section table 1016.

The section ID is an item that stores section identification information for identifying a voice section. The section identification information is an item in which a unique value is set for each voice section information.
The dialogue ID is an item that stores dialogue identification information for identifying the dialogue with which the voice section information is associated.
The speaker ID is an item that stores speaker identification information for identifying the speaker with which the voice segment information is associated. Specifically, the speaker ID is an item that stores multiple user IDs and customer IDs that participated in the conversation.
The start date and time is an item that stores the start date and time of the audio section and the video section.
The end date and time is an item that stores the end date and time of the audio section and video section.
The section audio data is an item that stores audio data included in the audio section. Reference information (paths) for audio data files located elsewhere may also be stored. Further, a reference to the audio data in the period from the start date and time of the audio data in the dialogue table 1014 to the end date and time may be stored based on the start date and time and the end date and time. Further, the section audio data may include audio data included in the section video data.
The format of the audio data may be any data format such as AAC, ATRAC, mp3, mp4, etc.
Section video data is an item that stores video data included in an audio section. Reference information (path) to a video data file located at another location may also be stored. Further, a reference to the video data in the dialog table 1014 for a period from the start date and time to the end date and time may be stored based on the start date and time and the end date and time.
The format of the video data may be any data format such as MP4, MOV, WMV, AVI, AVCHD.
The segment reading text is an item that stores text information of the content uttered by the speaker in the segment audio data included in the audio segment. Specifically, the segment reading text may be generated manually or by using a learning model such as arbitrary machine learning or deep learning based on the segment audio data and segment video data.

The customer table 1021 is a table for storing and managing information regarding customers (customer information).
The customer table 1021 is a table having customer ID as a primary key and columns of customer ID, customer name, telephone number, customer group ID, and customer attributes.
FIG. 10 is a diagram showing the data structure of the customer table 1021.

The customer ID is an item that stores customer identification information for identifying the customer. The customer identification information is an item in which a unique value is set for each customer information.
The customer name is an item that stores the customer's name. Any character string can be set for the customer name.
Telephone number is an item that stores the customer's telephone number.
The customer group ID is an item that stores customer group identification information for identifying a customer group. By storing one or more customer group identification information in association with each customer information, it is expressed that the customer belongs to one or more customer groups.
The customer attribute is an item that stores attribute information regarding the attributes of the customer specified by the customer ID. For example, the customer attributes include character strings for identifying individual customers such as good member customers, VIP customers, and malicious customers.

The customer group table 1022 is a table for storing and managing information regarding customer groups (customer group information).
The customer group table 1022 is a table having customer group ID as a primary key and columns of customer group ID, customer group name, and customer attribute.
FIG. 11 is a diagram showing the data structure of the customer group table 1022.

The customer group ID is an item that stores customer group identification information for identifying a customer group. The customer group identification information is an item in which a unique value is set for each customer group information.
The customer group name is an item that stores the name of the customer group. Any character string can be set for the customer group name.
The customer attribute is an item that stores customer attributes related to the attributes of the customer associated with the customer group ID. Specifically, customer attributes identify the attributes of the customers to which the user belongs, such as ``preferred customers,'' ``special treatment,''``complainers,'' and the area in which the customer resides. Contains a string to do. In the present disclosure, by associating a customer group ID with a customer stored in the customer table 1021, the customer attributes in the customer group table 1022 can be applied to the customer attributes of a plurality of customers all at once.
Note that the customer attribute of the customer is the attribute information of either one of the customer attributes associated with the customer in the customer table 1021, the customer attributes associated via the customer group ID in the customer group table 1022, or both attribute information. It can also be treated as

The rule table 1023 is a table for storing and managing information (rule information) regarding rules for responding to inquiries from customers by telephone or the like.
The rule table 1023 is a table having rule ID as a primary key and columns of rule ID, rule content, rule condition, and rule priority.
FIG. 12 is a diagram showing the data structure of the rule table 1023.

Rule ID is an item that stores rule identification information for identifying a rule. Rule identification information is an item in which a unique value is set for each piece of rule information.
The rule content is an item that stores the content of the reception rule.
The rule contents include rules regarding information included in the customer table 1021 and the user table 1012, such as whether or not to perform a process of connecting to a user (operator) stored in the user table 1012 in response to an incoming call from a customer. This includes processing details such as whether or not to play an automatic response voice etc. to the customer when the customer is absent. Note that the rule content may include rules such as the content of inquiries from customers and the destination of inquiries.
The rule content may include a response rule such as specifying a predetermined user in the user table 1012 to receive a call when executing the process of connecting the user, and the rule content may include a rule name corresponding to the rule ID. May include. Thereby, incoming calls from customers can be connected to a predetermined operator for each rule information. In addition, in the rule content, when specifying connection to any user, it may be possible to specify whether the priority is greater than or equal to a predetermined threshold, or specify a plurality of users by a range based on the user ID, user attributes, etc. Furthermore, instead of specifying the user ID of the destination in the rule content, settings may be made to play an automatic response voice that causes the computer to take a predetermined response.
The rule content may include, for example, a response rule such that only users having a predetermined user attribute or having a predetermined priority level receive an incoming call when executing a process for connecting a user. Thereby, for example, it is possible to prevent an opportunity loss caused by an inexperienced user responding to a good customer.
The rule condition is an item that stores the conditions for applying the reception rule. The rule condition stores the application period of the response rule regarding the date and time, day of the week, period, and time zone to which the rule is applied. For example, information regarding periods such as "9:00 to 17:00 on weekdays" and "9:00 to 12:00 on weekends and holidays" is stored. Further, the rule conditions may include conditions for arbitrary information such as customer ID, customer attribute, customer group ID, customer attribute, user attribute, priority, etc. included in the customer table 1021, customer group table 1022, and user table 1012. . For example, the rule conditions may include information for determining whether the inquiry is from a customer with predetermined attribute information and the priority of the customer in the customer table 1021. Further, in a case where a plurality of rules can be applied, the rule condition may include information regarding priority (rule priority) for specifying one or more predetermined rules to be applied.
Rule priority is an item that stores information regarding the priority for applying one rule with the highest priority or one or more rules with a predetermined priority or higher when multiple rules can be applied. It is.

<Configuration of control unit 104 of server 10>
The control unit 104 of the server 10 includes a user registration control unit 1041 and a setting unit 1042. The control unit 104 realizes each functional unit by executing the application program 1011 stored in the storage unit 101.

The user registration control unit 1041 performs a process of storing information of users who wish to use the service according to the present disclosure in the user table 1012.
Information stored in the user table 1012 is transmitted to the server 10 by a user opening a web page operated by a service provider from any information processing terminal, inputting information into a predetermined input form, and transmitting the information to the server 10 . The user registration control unit 1041 stores the received information in a new record of the user table 1012, and the user registration is completed. This allows the users stored in the user table 1012 to use the service.
Prior to the registration of user information in the user table 1012 by the user registration control unit 1041, the service provider may perform a predetermined examination to restrict whether or not the user can use the service.
The user ID may be any character string or number that can identify the user, and may be any character string or number desired by the user, or may be automatically set by the user registration control unit 1041. .

The setting unit 1042 executes setting processing. Details will be described later.

<Configuration of first user terminal 20>
The first user terminal 20 is an information processing device operated by a user who uses the service. The first user terminal 20 may be, for example, a stationary PC (Personal Computer), a laptop PC, or a mobile terminal such as a smartphone or a tablet. Further, it may be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch type terminal.
The first user terminal 20 includes a storage section 201, a control section 204, an input device 206, and an output device 208.

<Configuration of storage unit 201 of first user terminal 20>
The storage unit 201 of the first user terminal 20 includes a first user ID 2011 and an application program 2012.

The first user ID 2011 stores user identification information of the operator. The operator transmits the first user ID 2011 from the first user terminal 20 to the voice server (PBX) 60. The voice server (PBX) 60 identifies the operator based on the first user ID 2011 and provides the operator with the service according to the present disclosure. Note that the first user ID 2011 includes information such as a session ID temporarily given by the voice server (PBX) 60 to identify the operator using the first user terminal 20.

The application program 2012 may be stored in advance in the storage unit 201, or may be downloaded from a web server operated by a service provider via a communication IF.
Application programs 2012 include applications such as web browser applications.
Application program 2012 includes an interpreted programming language such as JavaScript® that is executed on a web browser application stored on first user terminal 20 .

<Configuration of control unit 204 of first user terminal 20>
The control unit 204 of the first user terminal 20 includes an input control unit 2041 and an output control unit 2042. The control unit 204 realizes each functional unit by executing the application program 2012 stored in the storage unit 201.

<Configuration of input device 206 of first user terminal 20>
The input device 206 of the first user terminal 20 includes a camera 2061, a microphone 2062, a position information sensor 2063, a motion sensor 2064, and a keyboard 2065.

<Configuration of output device 208 of first user terminal 20>
The output device 208 of the first user terminal 20 includes a display 2081 and a speaker 2082.

<Configuration of second user terminal 30>
The second user terminal 30 is an information processing device operated by a customer using the service. The second user terminal 30 may be, for example, a mobile terminal such as a smartphone or a tablet, a stationary PC (Personal Computer), or a laptop PC. Further, it may be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch type terminal.
The second user terminal 30 includes a storage section 301, a control section 304, an input device 306, and an output device 308.

<Configuration of storage unit 301 of second user terminal 30>
The storage unit 301 of the second user terminal 30 includes an application program 3012 and a telephone number 3013.

The application program 3012 may be stored in advance in the storage unit 301, or may be downloaded from a web server operated by a service provider via a communication IF.
Application programs 3012 include applications such as web browser applications.
Application program 3012 includes an interpreted programming language, such as JavaScript®, executed on a web browser application stored on second user terminal 30.

<Configuration of control unit 304 of second user terminal 30>
The control unit 304 of the second user terminal 30 includes an input control unit 3041 and an output control unit 3042. The control unit 304 realizes each functional unit by executing the application program 3012 stored in the storage unit 301.

<Configuration of input device 306 of second user terminal 30>
The input device 306 of the second user terminal 30 includes a camera 3061, a microphone 3062, a position information sensor 3063, a motion sensor 3064, and a touch device 3065.

<Configuration of output device 308 of second user terminal 30>
The output device 308 of the second user terminal 30 includes a display 3081, a speaker 3082, and a transmitter 6041.

The transmitting unit 6041 is a control unit that executes a process of transmitting the evaluation data received from the user at the external server 60 to the server 10.

<Configuration of voice server (PBX) 50>
The voice server (PBX) 50 is an information processing device that functions as an exchange that enables interaction between the first user terminal 20 and the second user terminal 30 by connecting the network N and the telephone network T to each other. .
The audio server (PBX) 50 includes a storage section 501.

<Configuration of storage unit 501 of audio server (PBX) 50>
The storage unit 501 of the audio server (PBX) 50 includes an application program 5011.

The application program 5011 is a program for causing the control unit 504 of the audio server (PBX) 50 to function as each functional unit.
Application programs 5011 include applications such as web browser applications.

<Operation of system 1>
Each process of the system 1 will be explained below.
FIG. 13 is a flowchart showing the operation of the setting process.
FIG. 14 is a flowchart showing the operation of incoming call processing.
FIG. 15 is an example of the first screen showing the operation of the setting process.
FIG. 16 is a second screen example showing the operation of the setting process.
FIG. 17 is a third screen example showing the operation of the setting process.

<Setting process>
The setting process is a process of inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information in the information processing service according to the present disclosure.
In this disclosure, a setting process using the first user terminal 20 by a first user (operator) is disclosed as an example, but the setting process can only be executed by a specific user (administrator) who has specific administrator authority. Good as a thing. Alternatively, any user stored in the user table 1012 may be able to execute the setting process. Furthermore, the settings may be performed using a terminal for setting processing, or the settings may be performed by transmitting a file containing predetermined setting information to the server 10.

<Overview of setting process>
The setting process is a series of processes for inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information.

<Details of setting process>
The details of the setting process will be explained below.

In step S101, the first user operates the input device 206 of the first user terminal 20 to input the URL of a page (setting processing page) for executing the setting process into a web browser or the like, and open. The control unit 204 of the first user terminal 20 transmits a request to open the setting processing page to the server 10. The control unit 104 of the server 10 generates a setting processing page based on the received request and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 displays the received setting processing page on the display 2081 of the first user terminal 20.

The first user inputs operator information included in the setting processing page by operating the input device 206 of the first user terminal 20, inputs operator information by pressing a button to display an editing screen, A request to display an editing screen (first screen D1) is sent to the server 10.
The setting unit 1042 of the server 10 searches the user table 1012 and obtains the user ID, user name, priority, etc. The setting unit 1042 of the server 10 generates a first screen D1 in which the acquired user ID, user name, priority, etc. are arranged, and transmits it to the first user terminal 20.
The control unit 204 of the first user terminal 20 displays the received first screen D1 on the display 2081 of the first user terminal 20.

FIG. 15 is an example of an operator information input/edit screen (first screen D1) showing the operation of the setting process. The first screen D1 includes user names D111, D112, D113, . . . for each of a plurality of users, priorities D121, D122, D123, . . . for each user, and a user registration button D13.
The first user can register as a new user by entering predetermined values in the input fields for group ID, user name, priority, and availability period included in the dialog that is displayed by pressing the user registration button D13. operators can be registered in the user table 1012.

In step S101, the setting unit 1042 of the server 10 executes a priority storage step of storing priorities in association with each of a plurality of users.
Specifically, by operating the input device 206 of the first user terminal 20, the first user inputs the priorities D121, D122, D123 for each user for each of the user names D111, D112, D113, . . . ... can be input and edited. In the present disclosure, as an example, a numerical value from 0 to 100 can be input as the priority.
The control unit 204 of the first user terminal 20 transmits the input priorities D121, D122, D123, . . . to the server 10 together with the user ID of the user corresponding to each input field. Based on the received user ID, the setting unit 1042 of the server 10 searches the user ID item of the user table 1012 and inputs priorities D121, D122, D123, etc. into the priority item of the record identified. Remember the value. Thereby, the priority is stored in association with each of the plurality of users.

In step S101, the priority storing step may include storing a priority group assigned to each priority in association with each of a plurality of users.
Specifically, by operating the input device 206 of the first user terminal 20, the first user assigns a predetermined priority to each of the user names D111, D112, D113, etc. It may also be configured to set groups. For example, if you set priority group A with a priority value of 80 for users with user names D111 and D112, and priority group B with a priority value of 60 for a user with user name D113, good.
In this case, the control unit 204 of the first user terminal 20 transmits a character string of priority group identification information that specifies the priority group set for each user to the server 10 together with the user ID of each corresponding user. . Based on the received user ID, the control unit 104 of the server 10 searches the user ID item of the user table 1012 and adds a character string of priority group identification information to the priority or user attribute item of the record identified. Remember. Note that in a table (not shown) or the like, a priority value is associated with each piece of priority group identification information.
Thereby, priority groups are stored in association with each of the plurality of users. Multiple users can be efficiently managed by grouping them into priority groups.

In step S101, the setting unit 1042 of the server 10 executes an available period output step of outputting the available period acquired in the available period acquisition step to a calendar service operated by a business other than the computer.
Specifically, by operating the input device 206 of the first user terminal 20, the first user inputs and edits an available period input field (not shown), thereby inputting user names D111, D112, D113, etc. A configuration may be adopted in which an available period can be set for each of the following. The control unit 204 of the first user terminal 20 transmits the input availability period for each user to the server 10 together with the user ID of the corresponding user.
Based on the received user ID, the setting unit 1042 of the server 10 searches the user ID field of the user table 1012 and stores the input value in the available period input field in the available period field of the record specified. .
The setting unit 1042 of the server 10 transmits the user ID and the available period data associated with the user ID to a predetermined calendar service. Based on the received user ID and the available period, the calendar service stores reservation information regarding the reception work in the period specified based on the available period in the calendar of the user specified by the user ID.
Thereby, the available response period registered by the user in the service according to the present disclosure can be reflected as reservation information in the calendar service. The user can omit the work of manually reflecting (transcribing) the available response period registered in the service of the present disclosure to the calendar service. Note that the calendar service may include, for example, external calendar services such as Google Calendar and Microsoft Outlook.
Further, in the present disclosure, an example of a configuration in which the first user inputs and edits the operator's available period has been described, but a configuration may also be adopted in which each operator can input and edit his or her own available period.

In step S102, the first user inputs customer information included in the setting processing page by operating the input device 206 of the first user terminal 20, and presses a button for displaying an editing screen. A request to display an information input/edit screen (second screen D2) is sent to the server 10.
The setting unit 1042 of the server 10 searches the customer table 1021 and obtains the customer ID, customer name, telephone number, customer group ID, and customer attributes. The setting unit 1042 of the server 10 searches the customer group ID item in the customer group table 1022 based on the acquired customer group ID, and acquires the customer group name. The setting unit 1042 of the server 10 generates a second screen D2 including the acquired customer ID, customer name, telephone number, and customer group name, and transmits it to the first user terminal 20.
The control unit 204 of the first user terminal 20 displays the received second screen D2 on the display 2081 of the first user terminal 20.

FIG. 16 is an example of a customer information input/edit screen (second screen D2) showing the operation of the setting process. The second screen D2 includes a customer name D211, a telephone number D221 for each customer, a customer group name D231, and a customer registration button D24 for each customer information. Note that the second screen D2 may include customer attributes and priorities instead of or in addition to the customer group name. Note that the customer attribute of the customer is the attribute information of either one of the customer attributes associated with the customer in the customer table 1021, the customer attributes associated via the customer group ID in the customer group table 1022, or both attribute information. It's good as well.

The first user can input and edit the customer name D211, telephone number D221, and customer group name D231 by operating the input device 206 of the first user terminal 20.
The first user presses the customer registration button D24 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the input customer name D211, telephone number D221, and customer group name D231 to the server 10. The setting unit 1042 of the server 10 stores the input values of the customer name D211, the phone number D221, and the customer group name D231 in the customer name, phone number, and customer group fields of the new record in the customer table 1021. The setting unit 1042 of the server 10 assigns a new number to the customer ID.
Furthermore, the first user may input and edit the customer name D211, telephone number D221, and customer group name D231 already stored in the customer table 1021 by operating the input device 206 of the first user terminal 20. good. This allows the first user to input and edit customer information. Furthermore, by operating the input device 206 of the first user terminal 20, the first user can input and edit customer attributes and priorities for each customer.

The setting unit 1042 of the server 10 executes an attribute storage step of associating and storing customer attributes regarding customer attributes for a plurality of customers.
Specifically, the first user edits the input field for the customer group name D231 by operating the input device 206 of the first user terminal 20, thereby inputting the customer group corresponding to the customer group name D231 for each customer. It is possible to associate and store an ID.
Each customer group ID is associated with a customer attribute via the customer group table 1022. Thereby, the customer group table 1022 stores customer attributes in association with each of a plurality of customers via the customer group ID.

In step S103, the first user inputs customer group information included in the setting processing page by operating the input device 206 of the first user terminal 20, and by pressing a button for displaying an editing screen, the first user A request to input group information and display an editing screen is sent to the server 10.
The setting unit 1042 of the server 10 searches the customer group table 1022 and obtains customer group information including customer group ID, customer group name, and customer attributes. The setting unit 1042 of the server 10 generates a screen in which the acquired customer group ID, customer group name, and customer attributes are arranged, and transmits it to the first user terminal 20.
The control unit 204 of the first user terminal 20 displays the received screen on the display 2081 of the first user terminal 20.

The first user inputs and edits the customer group name and customer attribute values by operating the input device 206 of the first user terminal 20 and editing the customer group name and customer attribute input fields. Can be done.
For example, the first user can register new customer group information in the customer group table 1022 by operating the input device 206 of the first user terminal 20 and pressing a customer group addition button or the like.
The control unit 204 of the first user terminal 20 transmits the input customer group name and customer attributes to the server 10 along with the customer group ID of the corresponding customer group. Based on the received customer group ID, the setting unit 1042 of the server 10 searches the customer group ID item of the customer group table 1022 and adds the customer group name and customer attribute to the customer group name and customer attribute items of the specified record. Store the input values for each attribute. This allows input and editing of customer group information.

In step S104, the first user operates the input device 206 of the first user terminal 20 to input the rule information included in the setting processing page, and by pressing a button to display the editing screen, the first user inputs the rule information included in the setting processing page. A request to display an information input/edit screen (third screen D3) is sent to the server 10.
The setting unit 1042 of the server 10 searches the rule table 1023 and obtains rule information including a rule ID, rule contents, and rule conditions. The setting unit 1042 of the server 10 searches the rule ID item of the customer group table 1022 based on the acquired rule ID, and acquires the customer group ID and customer group name. The setting unit 1042 of the server 10 generates, for each piece of acquired rule information, a third screen D3 that is displayed in association with the customer group name with which the rule information is associated, and transmits it to the first user terminal 20.
The control unit 204 of the first user terminal 20 displays the received third screen D3 on the display 2081 of the first user terminal 20.

FIG. 17 is an example screen for inputting and editing rule information (third screen D3) showing the operation of the setting process. The third screen D3 displays a plurality of rule information D301, D302, D303..., rule names D311, D312, D313... for each of the plurality of rule information, and customer group names D321, D322 associated with the respective rule information. , D323..., a calendar D33, applicable periods D331, D332, D333... of the reception rules included in the rule conditions for each rule information, and a rule registration button D34. Note that the rule information is preferably configured from information included in the rule content or rule conditions.
The first user enters a new reception rule in the rule table 1023 by inputting a predetermined value in the input field in which the rule content and rule conditions included in the dialog displayed by pressing the rule registration button D34 is pressed. can be registered.

In step S104, the setting unit 1042 of the server 10 executes a rule presentation step in which each of the plurality of reception rules stored in the rule storage step is presented in a manner in which the application period to which the reception rule is applied can be identified. For example, the applicable period during which incoming calls from customers can be connected to the user is presented in an identifiable manner.
Specifically, in the third screen D3, each applicable period D331, D332, D333, etc. of a plurality of rule information D301, D302, D303, etc., based on the date and time of the calendar, is a period D341 in which the rule information is not applied. , D342, D343, etc. are drawn in different colors. Thereby, application periods D331, D332, D333, . . . to which the reception rule is applied are presented to the first user in a visually discernible manner.

The rule presentation step includes a step of presenting each of the plurality of reception rules stored in the rule table 1023 in the rule storage step in association with the attributes and dates and times stored in association with the rules storage step, and presenting each of the plurality of reception rules such that the application period to which the reception rule is applied overlaps with the calendar.
Specifically, in the third screen D3, a plurality of pieces of rule information D301, D302, D303... are associated with attributes related to each rule such as customer group names D321, D322, D323... as axes for date and time. Presented. Note that instead of or in addition to the customer group names D321, D322, D323, etc., attributes such as customer attributes and user attributes, predetermined flags, etc. may be included.
Thereby, the first user can visually confirm what kind of customer attribute each of the plurality of rule information D301, D302, D303, . . . is associated with.
Further, the applicable periods D331, D332, D333, etc. of the plurality of rule information D301, D302, D303, etc. are presented to the first user in a display manner overlapping with the calendar D33.
As a result, the first user can visually recognize multiple reception rules that are applied to each management target such as a predetermined attribute, group, or flag based on the date and time, and the applicable period for each reception rule by superimposing them on the calendar. It can be confirmed in an easy manner. In addition, if there is a period in which none of the applicable periods D331, D332, D333, etc. are applied, or if the applicable periods D331, D332, D333, etc. are applied at the same time, the calendar will not be displayed. A warning may be displayed. For example, a rectangular display in a warning color such as red or orange may be performed during periods D341, D342, D343, etc., in which the rule information is not applied.

In step S104, the setting unit 1042 of the server 10 executes a rule storage step of storing a reception rule regarding reception in association with at least some of the plurality of customer attributes.
Specifically, by operating the input device 206 of the first user terminal 20, the first user enters the customer group information to be associated with the reception rule into the input fields of customer group names D321, D322, D323, etc. By inputting and editing the name, it is possible to input and edit the customer group information associated with the rule information. Note that the information associated with the response rule is not limited to the customer group name, but may be any one or more pieces of information that can specify the user who will respond to the date and time of incoming calls from the customer. For example, conditions for arbitrary information such as customer ID, customer attribute, customer group ID, customer attribute, user attribute, priority, etc. included in the customer table 1021, customer group table 1022, and user table 1012 can be included in the response rule. .
The control unit 204 of the first user terminal 20 transmits the customer group ID corresponding to the input and edited customer group name to the server 10 together with the rule ID of the rule information to be input and edited. The setting unit 1042 of the server 10 searches the rule ID item of the rule table 1023 based on the received rule ID, and stores the condition regarding customer group information in the rule condition item of the specified record. Thereby, the customer attribute of the customer group information specified by the customer group ID and the rule information are stored in association with each other.

In step S104, the rule storage step includes a step of storing each reception rule in association with an application period to which the reception rule is applied.
Specifically, the first user operates the input device 206 of the first user terminal 20 to input and edit the applicable periods D331, D332, D333, etc., thereby inputting the applicable period of the rule information, Can be edited. For example, by operating the input device 206 of the first user terminal 20, the first user selects and moves the right or left end of the applicable periods D331, D332, D333, etc., thereby changing the applicable period in the calendar D33. The applicable range of D331, D332, D333, etc. can be visually edited.
The control unit 204 of the first user terminal 20 transmits the input and edited application period to the server 10 together with the rule ID of the rule information to be edited. The setting unit 1042 of the server 10 searches the rule ID item of the rule table 1023 based on the received rule ID, and stores the received information regarding the application period in the rule condition item of the specified record. Thereby, the first user can edit the application period of each reception rule stored in the rule table 1023.

In step S104, the setting unit 1042 of the server 10 determines that if there is no available user in the application period stored in association with each of the reception rules stored in the rule storage step, there is no available user. Execute a notification step to issue a notification indicating that.
Specifically, the setting unit 1042 of the server 10 searches the available period item of the user table 1012 based on the applicable period D331, D332, D333, etc. for each rule information D301, D302, D303, and so on. , the application period D331, D332, D333, . . . includes an available period, and it is determined whether there is a user who can respond to an incoming call from a customer.
Note that when searching for the presence of available users, the setting unit 1042 of the server 10 checks that the rule information D301, D302, D303, etc. includes a rule that only users with a predetermined priority level or higher receive calls. If included, it is determined whether or not there is a user with a predetermined priority level or higher within the applicable period.
When it is determined that the user does not exist, the setting unit 1042 of the server 10 notifies the first user of a message indicating that there is no available user.
Further, on the third screen D3, application periods D3311, D3321, D3331, . Thereby, the application period in which there is no available user is presented to the first user in a visually discernible manner. Thereby, the first user can visually and intuitively confirm the period in which there are no available users. For example, the first user can adjust the rules or adjust the user's work shifts so that there is no application period in which no available users are available.

In step S104, the rule storing step includes a step of storing a reception rule for connecting an incoming call from a predetermined customer to a predetermined user, and a step of associating and storing conditions regarding the priority of the user to be connected to each of the reception rules. .
Specifically, the first user inputs the rule content for each piece of rule information by operating the input device 206 of the first user terminal 20 and selecting the rule information D301, D302, D303... A dialog for editing can be displayed. By operating the input device 206 of the first user terminal 20, the first user determines whether to execute a process for connecting an incoming call from a customer to a user stored in the user table 1012 for each rule information. It is possible to set the processing to be executed, such as whether or not to play an automatic response voice etc. to the customer when the customer is absent.
Also, by storing rule information for each rule information D301, D302, D303, etc., when an incoming call is received from a predetermined customer, the incoming call from that customer is connected based on the predetermined rule information or rule conditions. It is possible to set a response rule that specifies a predetermined user. In addition, if multiple rules can be applied to incoming calls from customers, one or more rules to be applied are specified based on predetermined rule priorities, and the rules are applied based on the specified rules. A predetermined user may be specified. Further, regarding the rules to be applied, the rules displayed at the top on the third screen D3 may be applied as rules with high rule priority.
Further, the rule content for each rule information may include a response rule such that when executing a process for connecting an incoming call from a customer to a user, only users with a predetermined priority level or higher receive the call. Thereby, for example, only users whose priority level is equal to or higher than a predetermined value can be connected to a good customer. Similarly, a response rule may be included such that only users in a predetermined priority group receive incoming calls from customers.

In step S104, the setting unit 1042 of the server 10 executes a priority presentation step of presenting each of the plurality of response rules stored in the rule storage step in an identifiable manner for each connected user's priority. .
Specifically, in the third screen D3, if there is a user who can respond to each of the applicable periods D331, D332, D333, etc. for a plurality of pieces of rule information D301, D302, D303... The applicable periods D331, D332, D333, etc. may be drawn in different colors in a visually distinguishable manner depending on the user's priority value. Note that if there are multiple users available for each applicable period D331, D332, D333...・It may be used as a priority.
For example, the transparency of the applicable periods D331, D332, D333, etc. may be set depending on the priority value. For example, the lower the priority, the higher the transparency of the applicable periods D331, D332, D333, etc. may be set. As a result, the application periods D331, D332, D333, . . . with low priority are visually drawn as drawing objects with light colors.
Furthermore, priority values D3312, D3322, D3332, etc. may be drawn overlapping the application periods D331, D332, D333, and so on. Thereby, the first user can confirm the priority values of the available users in a visually discernable manner in association with each other for each of the plurality of application periods D331, D332, D333, . . . .
Thereby, the first user can visually confirm what priority users are assigned for each response rule and application period. Note that if there are multiple available users, the first user selects the available user assigned to the customer by presenting the minimum priority of the multiple available users. You can check the minimum priority value.

In step S104, the setting unit 1042 of the server 10 stores each of the plurality of customer attributes stored in the attribute storage step as information regarding the priority of available users identified based on the customer service rules associated with the customer attributes. Execute the step of presenting attributes in association with each other.
On the third screen D3, by drawing priority values D3312, D3322, D3332, etc. for a plurality of rule information D301, D302, D303, etc., customer group names D321, D322, D323, etc. For each (customer attribute), the first user can visually confirm the priority value of the available users. Note that values other than the priority value may be displayed in the rule information. For example, part of the information on the rule conditions or notes regarding the rules may be displayed. Further, instead of displaying specific information, colors, figures, etc. may be used or a combination thereof may be used for display.
As a result, it is possible to visually confirm that only users whose priority level is below a predetermined value (for example, "priority level 60") are available to respond to customers whose customer attributes are good customers. By adjusting the availability period (work shift) of users (for example, "priority 80"), only suitable users whose priority is a predetermined value or higher are connected to incoming calls from good customers. be able to.

In step S104, the setting unit 1042 of the server 10 associates each of the plurality of customer attributes stored in the attribute storage step with a priority group of available users identified based on the response rule associated with the customer attribute. Execute the attribute presentation step to present the attributes.
Specifically, on the third screen D3, for the plural pieces of rule information D301, D302, D303..., priority groups of available users are presented instead of priority values D3312, D3322, D3332... You may do so. For example, if there are multiple available users for each application period D331, D332, D333, etc., the priority group with the highest or lowest priority among the multiple priority groups associated with the multiple users You may also adopt degree groups.
For example, by presenting the priority group with the lowest priority among multiple priority groups of available users, the first user can select the priority group with the lowest priority of available users for each customer attribute. You can check the group.
This makes it possible to visually confirm that only users in priority groups whose priority is below a predetermined value (for example, "Rank C") are available to respond to customers whose customer attributes are excellent customers. , by adjusting the availability periods (work shifts) of users associated with priority groups (for example, "Rank A") whose other priorities are higher than a predetermined value, the priority is set to a predetermined value for good customers. It is possible to allow only the above-mentioned suitable users to connect.

In addition, in this disclosure, setting processing is disclosed as an example of a configuration in which the processing is executed in the order of inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information. However, it is not limited to this. For example, inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information may be configured to be executed at any timing as separate and independent processes. . Further, the execution order of these processes may be changed.

<Interaction processing>
The first user and The process of enabling the second user to interact will be described below.
Other methods for enabling the first user and the second user to interact are not limited to these. For example, as a process in which a first user interacts with a second user, a process in which a plurality of users interact in a virtual interaction space called a room will be described as a room interaction process.
The invention according to the present disclosure is applicable to a method of enabling a first user and a second user to interact by using an arbitrary method such as incoming call processing or outgoing call processing.

<Incoming call processing>
The incoming call process is a process in which the user receives a call (receives a call) from a customer.

<Overview of incoming call processing>
Incoming call processing involves identifying a reception rule to be applied to a customer when a customer makes a call to the user when the user has launched an application on the first user terminal 20, and determining an incoming call based on the specified reception rule. This is a series of processes that execute a process and connect to a user according to the determination result.
Note that in the present disclosure, incoming call processing by telephone will be described as an example, but the present disclosure is also applicable to incoming call processing using any online conversation service or the like.

<Details of incoming call processing>
The incoming call processing of the system 1 when a user receives a call (receives a call) from a customer will be described.

When a user receives a call from a customer, the following process is executed in the system 1.

In step S301, the user operates the first user terminal 20 to start a web browser and access the CRM service website provided by the CRM system 50. At this time, it is assumed that the user is logged into the CRM system 50 using his or her own account on the web browser and is waiting. Note that the user only needs to be logged in to the CRM system 50, and may be performing other tasks related to the CRM service.

In step S302, the customer operates the second user terminal 30, inputs a predetermined telephone number assigned to the voice server (PBX) 50, and makes a call to the voice server (PBX) 50. The voice server (PBX) 50 receives the call from the second user terminal 30 as an incoming call event.
The voice server (PBX) 50 transmits an incoming call event to the server 10. Specifically, the voice server (PBX) 50 transmits an incoming call request including the customer's telephone number 3011 to the server 10 .

In step S303, the control unit 104 of the server 10 executes a communication reception step of accepting communication from a predetermined customer.
Specifically, the control unit 104 of the server 10 searches the telephone number item of the customer table 1021 based on the received customer's telephone number 3011, and obtains customer information including the customer ID, customer name, and customer group ID. .

In addition, in this disclosure, although the configuration in which the second user is identified based on the customer's telephone number 3011 has been disclosed as an example, the present disclosure is not limited thereto. For example, in any online dialogue service or the like, customer information in the customer table 1021 may be specified based on any identification information (second user ID 3011, etc.) received from the second user. In this case as well, steps S303 to S306 may be executed based on the specified customer information.
Online interaction services include Zoom, Google Meet, Microsoft Teams, LINE, WhatsApp, Skype, WeChat, Slack, Chatwork, Facebook Messenger, etc.

In step S303, the control unit 104 of the server 10 stores rules based on the predetermined customer attributes stored in association with the predetermined customer in the attribute storage step in response to the communication from the predetermined customer received in the communication reception step. In the step, a rule specifying step is executed to specify a predetermined response rule stored in association with a predetermined customer attribute.
Specifically, the control unit 104 of the server 10 searches the rule condition item in the rule table 1023 based on the acquired customer information and customer group information associated with the customer, and searches the rule condition item of the rule table 1023 and sets the customer information and customer group information. Obtain the rule ID of the rule information that the rule condition satisfies. The control unit 104 of the server 10 searches the rule ID item in the rule table 1023 based on the acquired rule ID, acquires and specifies rule information including rule contents and rule conditions.
When a plurality of pieces of rule information are specified, the control unit 104 of the server 10 may specify only the latest one of the plurality of pieces of rule information, or may specify the rule conditions and rule contents of the plurality of pieces of rule information. The logical product, logical sum, or the like may be specified as the rule condition or the rule content.

<Incoming call determination process (first embodiment)>
In step S304, the control unit 104 of the server 10 executes a communication processing step of processing a communication received from a predetermined customer based on the predetermined response rule specified in the rule specifying step.
Specifically, the control unit 104 of the server 10 determines whether the date and time when the incoming call from the customer was obtained, customer attributes, etc. satisfy the rule conditions. When the control unit 104 of the server 10 determines that the rule conditions are satisfied, it executes the process stored in the rule content. On the other hand, if the control unit 104 of the server 10 determines that the rule conditions are not satisfied, it does not execute the process stored in the rule content.

The communication processing step includes processing the communication based on a predetermined response rule when the date and time of communication from a predetermined customer is included in the applicable period, and when the date and time of communication from a predetermined customer is not included in the applicable period. The method further includes the step of performing processing different from processing for communication based on predetermined response rules.
Specifically, the control unit 104 of the server 10 determines that the rule condition is satisfied if the incoming date and time is included in the applicable period when the rule condition includes a condition regarding the applicable period in which the response rule is applied. . On the other hand, the control unit 104 of the server 10 determines that the rule condition is not satisfied if the incoming date and time is not included in the applicable period.

In step S304, the communication processing step includes a step of connecting the communication from the predetermined customer to a predetermined user when the date and time of the communication from the predetermined customer is included in the applicable period; If the date and time are not included in the applicable period, the method includes the step of performing a process different from a process of connecting communication from a predetermined customer to a predetermined user.
Specifically, in a case where the rule includes a process for connecting an incoming call from a customer to a user, the control unit 104 of the server 10 connects the incoming call from the customer to the user if it determines that the rule condition is satisfied. Execute the process to connect to. On the other hand, if the control unit 104 of the server 10 determines that the rule conditions are not satisfied, it executes a process of not allowing the user to connect the incoming call from the customer.
Note that when the control unit 104 of the server 10 determines that the rule conditions are not satisfied, it may play an automatic response voice or the like to the customer. Alternatively, the control unit 104 of the server 10 may not execute the process if it determines that the rule conditions are not satisfied. Processing that is different from processing for incoming calls includes any processing that does not connect incoming calls from a specified customer to a specified user. processing).

In step S304, the communication processing step includes a step of identifying a plurality of user candidates to which communication from a predetermined customer can be connected, and a date and time of communication from the predetermined customer among the plurality of user candidates is included in the available period. The method includes the steps of identifying one or more user candidates, and performing a process of connecting to a predetermined user based on the priority of the one or more user candidates.
Specifically, the control unit 104 of the server 10 searches the available period in the user table 1012 based on the date and time of communication from the customer, and selects one or more user candidates whose available period includes the date and time of the incoming call from the customer. Obtain user information including ID and priority.
When the control unit 104 of the server 10 obtains information on a plurality of users, the control unit 104 may specify the user with the highest priority as the predetermined user to which the incoming call from the customer is to be connected. Further, a predetermined user may be identified by excluding a user who is currently on the phone and cannot respond to an incoming call from a customer.

In step S304, the communication processing step includes performing a process of connecting to a predetermined user based on the priority stored in association with a predetermined response rule.
Specifically, if the acquired rule content includes a response rule such that only users with a predetermined priority or higher receive calls, the control unit 104 of the server 10 selects a predetermined priority among a plurality of user candidates. A predetermined user to whom an incoming call from a customer is to be connected may be specified from among more than one user candidates.

Note that the control unit 104 of the server 10 specifies a predetermined user to whom the incoming call from the customer is to be connected from among the plurality of acquired user candidates, either randomly or by taking into account indicators such as the degree of busyness of each user. I don't mind if you do.

<Incoming call determination process (second embodiment)>
In step S304, the control unit 104 of the server 10 executes an available period acquisition step of acquiring an available period during which a predetermined user can interact with customers from a calendar service operated by a business other than the computer. do.
Specifically, the control unit 104 of the server 10 searches the user table 1012 and obtains the user ID of the user candidate. Note that if the acquired rule content includes a response rule that allows only users with a predetermined priority level or higher to receive a call, the control unit 104 of the server 10 selects a user candidate with a predetermined priority level or higher from among the plurality of user candidates. A predetermined user to whom an incoming call from a customer is to be connected may be specified from among the user candidates.
The control unit 104 of the server 10 transmits a request for acquiring schedule information for each user ID to an external calendar service based on the acquired user ID of the user candidate. Note that the setting unit 1042 of the server 10 may be configured to transmit a request for acquiring the available period for each acquired user ID to an external calendar service.
Upon receiving the request, the external calendar service acquires schedule information stored in association with the user ID based on the received user ID and transmits it to the server 10 . The schedule information includes information such as title text, explanatory text, event period (start date and time, end date and time), participant information, event location, priority, and availability to the public.

The available period obtaining step executes a step of obtaining an available period based on the contents of schedule information stored in association with the user in the calendar service.
Specifically, the control unit 104 of the server 10 uses reservation information that includes a predetermined character string such as "Available period" in the title text or explanation text included in the reservation information obtained from an external calendar service to respond to the user's response. Specify as reservation information regarding the available period. The control unit 104 of the server 10 specifies the event period of the specified reservation information as the available period of the reservation information. Thereby, the control unit 104 of the server 10 can specify the available period for each user based on the reservation information for each user. In addition, in this disclosure, as an example, a configuration has been disclosed in which reservation information regarding the availability period is specified based on the title text or explanatory text, but by analyzing arbitrary information included in the reservation information, it is possible to It may be configured to specify the available period.

Note that the external calendar service may be configured to directly transmit information regarding the available period for each user ID to the server 10 in response to a request to obtain the available period for each user ID. In this case, the control unit 104 of the server 10 can obtain the available period for each user ID of the user candidate without analyzing the reservation information.

The setting unit 1042 of the server 10 compares the date and time of communication from the customer with the available period for each user ID of the user candidate, and selects one of the user IDs of the user candidates whose available period includes the date and time of communication from the customer. Identifying a predetermined user to whom communications from the customer will be connected.
Similar to the incoming call determination process (first embodiment), a configuration may be adopted in which a predetermined user to whom communication from a customer is connected is specified in consideration of the priority of rule conditions and the priority of user candidates.

In this disclosure, a case where the first user is specified as a predetermined user to whom an incoming call from a customer is to be connected will be disclosed as an example. Note that the predetermined user to whom the incoming call from the customer is connected does not need to be the first user, and any user (operator) stored in the user table 1012 may be specified as the connection target.

The server 10 transmits an incoming call request to the first user terminal 20 via the CRM system 50.
Along with this, the first user terminal 20 controls the speaker 2082 and the like to make a sound indicating that the voice server (PBX) 50 is receiving a call. The display 2081 of the first user terminal 20 displays information indicating that there is an incoming call from a customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Incoming call."

If the control unit 104 of the server 10 determines that the rule conditions are not satisfied, or if the specified user to whom the incoming call from the customer is to be connected does not exist and cannot be identified, the process ends. In this case, the control unit 104 of the server 10 outputs, to the second user terminal 30 of the customer, an automatic response voice when the customer is absent and a message voice indicating the available period based on the application period of the rule condition. It's okay.

In step S305, the first user terminal 20 accepts a response operation by the user. The response operation is, for example, when the user lifts up the receiver (not shown) on the first user terminal 20 or presses a button displayed on the display 2081 of the first user terminal 20 that says "Answer the call" by operating the mouse 2066. This is achieved through operations such as
When the first user terminal 20 receives the response operation, it transmits a response request to the voice server (PBX) 50 via the CRM system 50 and the server 10 . The voice server (PBX) 50 receives the transmitted response request and establishes voice communication. As a result, the first user terminal 20 becomes able to interact with the second user terminal 30.
The display 2081 of the first user terminal 20 displays information indicating that an interaction is occurring. For example, the display 2081 of the first user terminal 20 may display the words "dialogue in progress".

<Dialogue memory processing>
Dialogue storage processing is executed in step S306. Dialogue storage processing is a process of storing data related to dialogue between a user and a customer.

<Overview of dialogue memory processing>
The dialogue storage process is a series of processes that stores data related to the dialogue in the dialogue table 1014 when a dialogue is started between the user and the customer.

<Details of dialogue memory processing>
When a conversation begins between a user and a customer, a voice server (PBX) 50 records voice data regarding the conversation between the user and the customer and sends it to the server 10 . When the control unit 104 of the server 10 receives the voice data, it creates a new record in the dialogue table 1014 and stores data regarding the dialogue between the user and the customer. Specifically, the control unit 104 of the server 10 stores the user ID, customer ID, conversation category, call type, and audio data content in a new record of the conversation table 1014.

The control unit 104 of the server 10 acquires the first user ID 2011 of the user from the first user terminal 20 in the outgoing process or the incoming call process, and stores it in the user ID field of a new record in the interaction table 1014.
The control unit 104 of the server 10 makes an inquiry to the CRM system 50 based on the telephone number during outgoing processing or incoming call processing. The CRM system 50 acquires a customer ID by searching the customer table 5012 by telephone number, and sends it to the server 10. The control unit 104 of the server 10 stores the acquired customer ID in the customer ID field of a new record in the interaction table 1014.
The control unit 104 of the server 10 stores the value of the dialogue category set in advance for each user or customer in the dialogue category item of the new record in the dialogue table 1014. Note that the dialogue category may be stored by the user selecting and inputting a value for each dialogue.
The control unit 104 of the server 10 identifies whether the conversation being conducted is initiated by the user or the customer, and enters outbound (user Stores the value of either inbound (originated by the customer) or inbound (originated by the customer).

The control unit 104 of the server 10 stores the audio data received from the audio server (PBX) 50 in the audio data item of a new record in the dialogue table 1014. Note that the audio data may be stored as an audio data file in another location, and reference information (path) to the audio data file may be stored after the dialogue ends. Furthermore, the control unit 104 of the server 10 may be configured to store the audio data after the dialogue ends.

In addition, in the video dialogue service, the control unit 104 of the server 10 stores video data received from the first user terminal 20 and the second user terminal 30 in the video data item of a new record in the dialogue table 1014. . Note that the video data may be stored as a video data file in another location, and reference information (path) to the video data file may be stored after the interaction is completed. Furthermore, the control unit 104 of the server 10 may be configured to store the video data after the interaction ends.

The control unit 104 of the server 10 executes a voice extraction step of extracting a plurality of section voice data for each utterance section from the voice data received in the reception step.
Specifically, the control unit 104 of the server 10 acquires (receives) the conversation ID, audio data, and video data stored in the conversation table 1014. The control unit 104 of the server 10 detects, from the acquired (accepted) audio data and video data, sections (speech sections) in which utterances are continuously present, and sends audio data and video data to each of the utterance sections. , are extracted as section audio data and section video data, respectively. For example, segment audio data and segment video data may be extracted by dividing audio data and video data into silent segments in which there is no uttered audio. Furthermore, regarding the utterance content included in audio data and video data, segment audio data and segment video data may be extracted by dividing the audio data and video data into text units such as segments, sentences, and paragraphs. The section audio data and the section video data are associated with the user ID of the speaker, the start date and time of the utterance section, and the end date and time of the utterance section for each utterance section.
The control unit 104 of the server 10 converts the segment audio data and segment video data into segment reading text that is characters (text) by performing text recognition on the utterance content of the extracted segment audio data and segment video data. Convert and transcribe. Note that the specific method of text recognition is not particularly limited. For example, conversion may be performed using signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.

The control unit 104 of the server 10 inputs the dialogue ID to be processed, the user ID of the speaker (first user ID 2011 or second user ID 3011), start date and time, end date and time, section audio data, section video data, and section reading text. , are stored in the dialog ID, speaker ID, start date and time, end date and time, section audio data, section video data, and section reading text of a new record in the audio section table 1016, respectively.

In the speech section table 1016, the section reading text for each utterance section of the audio data is stored as continuous time-series data in association with the start date and time and the speaker. By checking the segment reading text stored in the audio segment table 1016, the user can confirm the dialogue content as text information without confirming the content of the audio data.

In addition, during text recognition processing, information that is meaningless in understanding the dialogue between the user and the customer, such as filler included in the text, is removed from the text in advance, and the voice recognition information is divided into voice segments. It may also be configured to be stored in the table 1016.

<Outgoing processing>
The calling process is a process in which a user (first user) makes a call (calls) to a customer (second user).

<Outline of outgoing processing>
The outgoing call process is a series of processes in which the user selects the customer he or she wishes to make a call from among the multiple customers displayed on the screen of the first user terminal 20 and performs an outgoing call operation to make a call to the customer. . In this disclosure, a case where the second user is selected as the customer will be described as an example.

<Details of outgoing processing>
The calling process of the system 1 when a user makes a call to a customer will be described.

When a user makes a call to a customer, the following process is executed in the system 1.

By operating the first user terminal 20, the user starts a web browser and accesses the CRM service website provided by the CRM system 50. The user can display a list of his/her own customers on the display 2081 of the first user terminal 20 by opening the customer management screen provided by the CRM service.
Specifically, the first user terminal 20 transmits a request to display the CRM ID 2013 and a list of customers to the CRM system 50. Upon receiving the request, the CRM system 50 searches the customer table 5012 and sends information regarding the user's customer, such as customer ID, name, phone number, customer attributes, customer organization name, and customer organization attributes, to the first user terminal 20. do. The first user terminal 20 displays the received information regarding the customer on the display 2081 of the first user terminal 20 .

The user presses and selects a customer (second user) who wishes to make a call from the customers listed on the display 2081 of the first user terminal 20. With the customer selected, by pressing the "call" button or the telephone number button displayed on the display 2081 of the first user terminal 20, a request including the telephone number is sent to the CRM system 50. The CRM system 50 that has received the request transmits the request including the telephone number to the server 10. The server 10 that received the request transmits a call request to the voice server (PBX) 50. When the voice server (PBX) 50 receives the call request, it makes a call (calls) to the second user terminal 30 based on the received telephone number.

Along with this, the first user terminal 20 controls the speaker 2082 and the like to make a sound indicating that the voice server (PBX) 50 is making an outgoing call. Further, the display 2081 of the first user terminal 20 displays information indicating that a call is being made to the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Calling".

When the customer picks up the handset (not shown) on the second user terminal 30 or presses the "receive" button displayed on the input device 306 of the second user terminal 30 when a call arrives, the second user terminal 30 starts the conversation. It becomes possible. Accordingly, the voice server (PBX) 50 transmits information indicating that the second user terminal 30 has responded (hereinafter referred to as a "response event") to the first user terminal via the server 10, the CRM system 50, etc. It is transmitted to the user terminal 20.
This allows the user and the customer to interact using the first user terminal 20 and the second user terminal 30, respectively, so that the user and the customer can interact. Specifically, the user's voice collected by the microphone 2062 of the first user terminal 20 is output from the speaker 3082 of the second user terminal 30. Similarly, the customer's voice collected from the microphone 3062 of the second user terminal 30 is output from the speaker 2082 of the first user terminal 20.

When the display 2081 of the first user terminal 20 enters the dialogue enabled state, it receives the response event and displays information indicating that dialogue is occurring. For example, the display 2081 of the first user terminal 20 may display the words "Responsing".

<Room dialogue processing>
A virtual dialogue space called a room for dialogue between a first user and a second user is created on the server 10, and the first user and the second user access the room from the first user terminal 20. There is a method of enabling interaction by accessing via a web browser or application program stored in the second user terminal 30. In this case, the audio server (PBX) 50 becomes unnecessary.
Specifically, the first user who will be the organizer of the dialogue operates the input device 206 of the first user terminal 20 and transmits a request regarding holding the dialogue to the server 10 . Upon receiving the request, the control unit 104 of the server 10 issues room identification information such as a unique room ID, and transmits a response to the first user terminal 20. The first user transmits the received room identification information to the second user, who is the conversation partner, by any communication means such as e-mail or chat. The first user can enter the room by operating the input device 206 of the first user terminal 20, using a web browser or the like to access the URL of the server 10 that provides a service related to the room, and inputting room identification information. Similarly, the second user can enter the room by operating the input device 306 of the second user terminal 30, accessing the URL that provides services related to the room on the server 10 using a web browser, etc., and entering the room identification information. . As a result, the first user and the second user can interact via the first user terminal 20 and the second user terminal 30, respectively, in a virtual interaction space called a room that is associated with room identification information. Can be done.
By inputting the room identification information, in addition to the first user and the second user, one or more other users can enter one room. Thereby, a plurality of three or more users can interact via their respective user terminals within a virtual interaction space called a room that is associated by room identification information.

In the room interaction process, an incoming call from the second user can be identified by the second user identification information or the like instead of the telephone number in the incoming call process. In the room interaction process, the second user is identified using the second user identification information, and the rule conditions are determined by executing the same process as steps S303 and S304 in the incoming call process, and the second user is identified based on the rule content. It is possible to execute processing to determine whether or not to enter a room and to permit or disallow entry.
Further, the information processing terminal of a predetermined user (operator) may be controlled to enter the room according to the content of the rule. Thereby, by having a predetermined operator enter the room in response to the second user's entry, it is possible to realize a dialogue between the customer and the operator.

<Video dialogue>
The system 1 according to the present disclosure may provide an online dialogue service (video dialogue service) including video data. For example, the control unit 204 of the first user terminal 20 and the control unit 304 of the second user terminal 30 transfer video data captured by the camera 2061 of the first user terminal 20 and the camera 3061 of the second user terminal 30 to the server. Send to 10.
Based on the received video data, the server 10 sends the video data shot by the camera 2061 of the first user terminal 20 to the second user terminal 30, and sends the video data shot by the camera 3061 of the second user terminal 30 to the first user terminal 30. It is transmitted to the user terminal 20. The control unit 204 of the first user terminal 20 displays the received video data captured by the camera 3061 of the second user terminal 30 on the display 2081. The control unit 304 of the second user terminal 30 displays the received video data captured by the camera 2061 of the first user terminal 20 on the display 3081.
The server 10 may transmit video data of some or all of the users participating in the online dialogue to the first user terminal 20 and the second user terminal 30. In this case, the control unit 204 of the first user terminal 20 arranges the received video data of some or all of the users participating in the online dialogue on one screen and displays them on the display 2081 of the first user terminal 20. . This makes it possible to check the dialogue status of multiple users participating in the online dialogue. Similar processing may be executed at the second user terminal 30 as well.

In the outgoing call process and the room dialogue process, when a dialogue is started between the user and the customer, the dialogue storage process is executed in the same way as in the incoming call process. The dialogue storage process is the same as step S306 of the incoming call process, so the explanation will be omitted.

Room interaction processing may be performed by an online conference service or the like operated by a different provider than the information processing service according to the present disclosure. Online conferencing services include Zoom, Google Meet, Microsoft Teams, etc.

<Basic hardware configuration of the computer>
FIG. 18 is a block diagram showing the basic hardware configuration of the computer 90. The computer 90 includes at least a processor 901, a main storage device 902, an auxiliary storage device 903, and a communication IF 991 (interface). These are electrically connected to each other by a communication bus 921.

The processor 901 is hardware for executing an instruction set written in a program. The processor 901 includes an arithmetic unit, registers, peripheral circuits, and the like.

The main storage device 902 is for temporarily storing programs, data processed by the programs, and the like. For example, it is a volatile memory such as DRAM (Dynamic Random Access Memory).

The auxiliary storage device 903 is a storage device for storing data and programs. Examples include flash memory, HDD (Hard Disc Drive), magneto-optical disk, CD-ROM, DVD-ROM, semiconductor memory, and the like.

The communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using a wired or wireless communication standard.
The network is composed of various mobile communication systems constructed using the Internet, LAN, wireless base stations, and the like. For example, the network includes 3G, 4G, 5G mobile communication systems, LTE (Long Term Evolution), a wireless network (for example, Wi-Fi (registered trademark)) that can be connected to the Internet through a predetermined access point, and the like. When connecting wirelessly, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), Bluetooth (registered trademark), and the like. In the case of a wired connection, the network includes a network that is directly connected using a USB (Universal Serial Bus) cable or the like.

Note that the computers 90 can be virtually realized by distributing all or part of each hardware configuration to a plurality of computers 90 and interconnecting them via a network. In this way, the concept of the computer 90 includes not only the computer 90 housed in a single housing or case, but also a virtualized computer system.

<Basic functional configuration of computer 90>
The functional configuration of the computer realized by the basic hardware configuration (FIG. 18) of the computer 90 will be explained. The computer includes at least functional units of a control section, a storage section, and a communication section.

Note that the functional units included in the computer 90 can also be implemented by distributing all or part of each functional unit to a plurality of computers 90 interconnected via a network. The computer 90 is a concept that includes not only a single computer 90 but also a virtualized computer system.

The control unit is realized by the processor 901 reading various programs stored in the auxiliary storage device 903, loading them into the main storage device 902, and executing processing according to the programs. The control unit can implement a functional unit that performs various information processing depending on the type of program. Thereby, the computer is realized as an information processing device that performs information processing.

The storage unit is realized by a main storage device 902 and an auxiliary storage device 903. The storage unit stores data, various programs, and various databases. Further, the processor 901 can secure a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 according to the program. Further, the control unit can cause the processor 901 to execute processing for adding, updating, and deleting data stored in the storage unit according to various programs.

A database refers to a relational database, which is used to manage a data set called a master, which is a tabular table whose structure is defined by rows and columns, in relation to each other. In a database, a table is called a table or a master, a table column is called a column, and a table row is called a record. In a relational database, you can set and associate relationships between tables and masters.
Usually, each table and each master is set with a column that serves as a primary key to uniquely identify a record, but it is not essential to set a primary key on a column. The control unit can cause the processor 901 to add, delete, or update records to a specific table or master stored in the storage unit according to various programs.
Further, by storing data, various programs, and various databases in the storage unit, the information processing device and the information processing system according to the present disclosure can be considered as manufactured.

Note that the database and master in the present disclosure may include any data structure (list, dictionary, associative array, object, etc.) in which information is structurally defined. Data structures include data that can be considered as a data structure by combining data with functions, classes, methods, etc. written in any programming language.

The communication unit is realized by a communication IF 991. The communication unit realizes a function of communicating with other computers 90 via a network. The communication unit can receive information transmitted from other computers 90 and input it to the control unit. The control unit can cause the processor 901 to execute information processing on the received information according to various programs. Further, the communication unit can transmit information output from the control unit to another computer 90.

<Additional notes>
The matters explained in each of the above embodiments are additionally described below.

(Additional note 1)
A program for causing a computer including a processor and a storage unit to process information regarding interactions between users and customers, the processor comprising: an attribute storage step in which the processor associates and stores customer attributes regarding attributes of the customers for a plurality of customers; (S102), a rule storage step (S104) for storing a reception rule related to reception in association with at least some of a plurality of customer attributes, a communication reception step (S303) for accepting communication from a predetermined customer, and a communication reception step Based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step, a predetermined response stored in association with the predetermined customer attribute in the rule storage step, in response to a communication from a predetermined customer received in the step. A program that executes a rule specifying step (S303) for specifying a rule, and a communication processing step (S304) for processing a communication received from a predetermined customer based on a predetermined response rule specified in the rule specifying step.
This makes it possible to assign service rules according to the customer attributes of the customers to a plurality of customers. Incoming calls from customers can be processed in a manner appropriate to the customer attributes of the customer.

(Additional note 2)
The rule storage step (S104) includes a step of storing each reception rule in association with an application period in which the reception rule is applied, and the communication processing step (S304) includes a step in which the application period for which the reception rule is applied is stored in association with the reception rule, and the communication processing step (S304) includes a step in which a communication date and time from a predetermined customer is included in the application period. a step of processing the communication based on a predetermined response rule when the communication is received from a predetermined customer; and performing a process different from the process for the communication based on the predetermined response rule when the date and time of communication from a predetermined customer is not included in the applicable period. The program according to Supplementary Note 1, comprising steps.
This makes it possible to allocate an applicable period for each response rule. Appropriate processing can be performed on incoming calls from customers according to the application period suitable for the customer attributes of the customer.

(Additional note 3)
The rule storing step (S104) is a step in which the processor stores a response rule for connecting communication from a predetermined customer to a predetermined user, and the communication processing step (S304) is a step in which the processor stores a response rule for connecting communication from a predetermined customer to a predetermined user. a step of connecting communication from a predetermined customer to a predetermined user if the communication from the predetermined customer is included in the applicable period; The program according to supplementary note 2, including a step of performing a process different from a process of connecting to a predetermined user.
This makes it possible to allocate a period during which a user can receive calls for each response rule. An incoming call from a customer can be connected to a user according to an application period suitable for the customer's customer attributes.

(Additional note 4)
Supplementary Note 2 or 3, wherein the processor executes a rule presenting step (S104) in which each of the plurality of reception rules stored in the rule storage step is presented in a manner in which the application period to which the reception rule is applied can be identified. Programs listed.
Thereby, the application period for each reception rule can be confirmed in a visible manner.

(Appendix 5)
The rule presentation step (S104) is a step of presenting each of the plurality of reception rules stored in the rule storage step in a manner in which the application period during which communication from the customer can be connected to the user can be identified, as described in appendix 4. program.
This makes it possible to visually check the period during which the user can receive calls for each response rule.

(Appendix 6)
The rule presentation step (S104) includes a step of presenting each of the plurality of reception rules stored in the rule storage step in association with the customer attributes stored in association with the rule storage step; 4. The program according to appendix 4, comprising the step of presenting each of the reception rules in such a manner that the application period to which the reception rule is applied overlaps with a calendar.
Thereby, it is possible to check the reception rules applied to each customer attribute of the customer and the application period of each reception rule in a visually easy-to-understand manner by overlapping them with the calendar.
Service rules can be easily assigned to multiple customers.

(Appendix 7)
The rule storing step (S104) includes a step of associating and storing a condition regarding the priority of the user to be connected with each of the reception rules, and the communication processing step (S304) includes storing the condition related to the priority of the user to be connected, in association with each reception rule. The program according to supplementary note 3, including the step of performing a process of connecting to a predetermined user based on priority.
Thereby, incoming calls from customers are connected to users according to the priority assigned to each user.
Multiple customers can be connected to appropriate users according to their customer attributes.

(Appendix 8)
The processor performs a priority storage step (S101) in which priorities are stored in association with each of a plurality of users, and a processor stores each of the plurality of reception rules stored in the rule storage step according to the priority of the connected user. The program according to appendix 7, which executes the priority presenting step (S104) in which the priority is presented in an identifiable manner.
This makes it possible to check what priority users are assigned to each response rule.

(Appendix 9)
The communication processing step (S304) includes the step of identifying a plurality of user candidates to whom communication from a predetermined customer can be connected, and one of the plurality of user candidates whose date and time of communication from the predetermined customer is included in the available period. Alternatively, the program according to supplementary note 7, including the steps of identifying a plurality of user candidates, and performing a process of connecting to a predetermined user based on the priority of one or more user candidates.
As a result, an appropriate user can be assigned to an incoming call from a customer according to each user's availability period and priority.

(Appendix 10)
a notification step in which the processor issues a notification indicating that there is no available user when there is no available user in the applicable period stored in association with each of the response rules stored in the rule storage step; The program according to appendix 9, which executes S104).
Thereby, it is possible to confirm the reception rule in which there is no available user. Settings can be made to appropriately allocate available users for each response rule.

(Appendix 11)
an attribute presentation step in which the processor presents each of the plurality of customer attributes stored in the attribute storage step in association with information regarding the priority of available users identified based on the reception rules associated with the customer attributes; The program according to appendix 9, which executes S104).
Thereby, it is possible to confirm the priority of users who are available for each response rule. For example, it is possible to check whether users are assigned appropriate priorities according to customer attributes.

(Appendix 12)
Supplementary note 9, wherein the processor executes an available period acquisition step (S304) of acquiring an available period during which a predetermined user is available for interaction with a customer from a calendar service operated by a business other than the computer. Programs listed.
Thereby, the user's available response period can be automatically set based on the schedule information registered in the external calendar service regarding the user. The user can omit setting his/her own response available period.

(Appendix 13)
The program according to appendix 12, wherein the available period obtaining step (S304) is a step of obtaining the available period based on the contents of schedule information stored in association with the user in the calendar service.
This makes it possible to automatically set the user's available response period based on the title, description, and other contents of the schedule information registered in the external calendar service for the user. The user can omit setting his/her own response available period.

(Appendix 14)
The program according to appendix 12, wherein the processor executes an available period output step (S101) in which the processor outputs the available period acquired in the available period acquisition step to a calendar service operated by a business other than the computer.
Thereby, the available response period registered by the user in the service according to the present disclosure can be reflected in the external calendar service.
The user can omit the work of manually reflecting the registered response available period on an external calendar service.

(Additional note 15)
The program according to appendix 8, wherein the priority storage step (S101) is a step of storing priority groups assigned to each priority in association with each of a plurality of users.
Thereby, a plurality of users can be efficiently managed in groups according to priority.

(Appendix 16)
Attribute presentation step (S104) in which the processor presents each of the plurality of customer attributes stored in the attribute storage step in association with a priority group of available users identified based on the reception rule associated with the customer attribute. ) and, the program according to appendix 15.
This allows you to check what priority group is assigned to each customer attribute of the customer.

(Appendix 17)
An information processing device comprising a processor and a storage unit, wherein the processor executes a program according to any one of Supplementary Notes 1 to 16.
This makes it possible to assign service rules according to the customer attributes of the customers to a plurality of customers. Incoming calls from customers can be processed in a manner appropriate to the customer attributes of the customer.

(Appendix 18)
A method for manufacturing an information processing system including an information processing device including a processor and a storage unit, the method comprising providing the information processing device with the program according to any one of Supplementary Notes 1 to 16. Method.
This makes it possible to assign service rules according to the customer attributes of the customers to a plurality of customers. Incoming calls from customers can be processed in a manner appropriate to the customer attributes of the customer.

(Appendix 19)
An information processing method executed by a computer including a processor and a storage unit, wherein the computer executes a program according to any one of appendices 1 to 16.
This makes it possible to assign service rules according to the customer attributes of the customers to a plurality of customers. Incoming calls from customers can be processed in a manner appropriate to the customer attributes of the customer.

1 system, 10 server, 101 storage unit, 104 control unit, 106 input device, 108 output device, 20 first user terminal, 201 storage unit, 204 control unit, 206 input device, 208 output device, 30 second user terminal, 301 storage unit, 304 control unit, 306 input device, 308 output device, 50 audio server (PBX), 501 storage unit, 504 control unit, 506 input device, 508 output device

Claims (18)

A program that causes a computer including a processor and a storage unit to process information regarding an interaction between a user and a customer, the program comprising:
The processor,
a priority storage step for associating and storing priorities for each of the plurality of users;
an attribute storage step of associating and storing customer attributes regarding customer attributes for each of the plurality of customers;
a rule storage step of storing in association with at least some of the plurality of customer attributes a reception rule regarding reception including a condition regarding the priority of the user to be connected;
a communication reception step of receiving communication from a predetermined customer;
In response to the communication from the predetermined customer received in the communication reception step, based on the predetermined response rule stored in association with the customer attribute of the predetermined customer in the rule storage step, the communication received from the predetermined customer is a communication processing step for processing the communication;
an attribute presentation step of presenting each of the plurality of customer attributes stored in the attribute storage step in association with information regarding the priority of available users identified based on the reception rule associated with the customer attribute;
A program to run. The communication processing step is a step of connecting to a predetermined user based on conditions regarding the priority included in the predetermined response rule.
The program according to claim 1. The priority storage step is a step of storing priority groups assigned to each of the plurality of users in association with each other,
The attribute presentation step presents each of the plurality of customer attributes stored in the attribute storage step in association with a priority group of available users identified based on a reception rule associated with the customer attribute. is a step,
The program according to claim 1. A program that causes a computer including a processor and a storage unit to process information regarding an interaction between a user and a customer, the program comprising:
The processor,
a rule storage step of storing, for each of a plurality of customers, a reception rule regarding reception in association with an application period to which the reception rule is applied;
a communication reception step of receiving communication from a predetermined customer;
In response to the communication received from the predetermined customer in the communication reception step, based on the predetermined response rule stored in association with the predetermined customer in the rule storage step, the response to the communication received from the predetermined customer is a communication processing step for processing;
a rule presentation step of presenting the reception rule stored in the rule storage step in a manner that allows the application period to which the reception rule is applied to be identified;
A program to run. The communication processing step includes:
If the date and time of the communication from the predetermined customer is included in the applicable period, processing the communication based on the predetermined response rule;
If the date and time of the communication from the predetermined customer is not included in the application period, performing a process different from the process for the communication based on the predetermined response rule;
including,
The program according to claim 4. The rule storing step is a step of storing a response rule for connecting communication from the predetermined customer to a predetermined user,
The communication processing step includes:
performing a process of connecting the communication from the predetermined customer to the predetermined user when the date and time of the communication from the predetermined customer is included in the application period;
performing a process different from the process of connecting the communication from the predetermined customer to the predetermined user when the date and time of the communication from the predetermined customer is not included in the applicable period;
including,
The program according to claim 4. The rule presentation step is a step of presenting each of the plurality of reception rules stored in the rule storage step in a manner that allows identification of the application period during which communication from the customer can be connected to the user.
The program according to claim 6. The rule presenting step includes presenting each of the plurality of reception rules stored in the rule storage step so that the application period to which the reception rules are applied overlaps with a calendar.
The program according to claim 4. The processor,
an attribute storage step of associating and storing customer attributes regarding customer attributes for each of the plurality of customers;
Run
The rule storing step is a step of storing a reception rule regarding reception in association with at least some of a plurality of customer attributes,
The rule presentation step includes a step of presenting each of the plurality of reception rules stored in the rule storage step in association with the customer attributes stored in association with the rule storage step.
The program according to claim 4. A program that causes a computer including a processor and a storage unit to process information regarding an interaction between a user and a customer, the program comprising:
The processor,
a priority storage step for associating and storing priorities for each of the plurality of users;
a rule storing step of associating and storing, with each of the plurality of customers, a reception rule regarding reception including a condition regarding the priority of the user to be connected;
a communication reception step of receiving communication from a predetermined customer;
In response to the communication received from the predetermined customer in the communication reception step, based on the predetermined response rule stored in association with the predetermined customer in the rule storage step, the response to the communication received from the predetermined customer is a communication processing step for processing;
a priority presentation step of presenting each of the plurality of reception rules stored in the rule storage step in an identifiable manner according to the priority of the connected user;
execute,
program. The communication processing step includes:
identifying a plurality of user candidates to whom communications from the predetermined customer can be connected;
out of the plurality of user candidates, identifying one or more user candidates whose communication date and time from the predetermined customer is included in the available period;
performing a process of connecting to a predetermined user based on the priority of the one or more user candidates;
including,
The program according to claim 10. The processor,
a notification step of notifying that there is no available user when there is no available user in the application period stored in association with each of the service rules stored in the rule storage step;
execute,
The program according to claim 11. The processor,
an available period acquisition step of acquiring an available period during which the user can interact with customers from a calendar service operated by a business other than the computer;
execute,
The program according to claim 11. The available period obtaining step is a step of obtaining the available period based on the contents of schedule information stored in association with the user in the calendar service.
The program according to claim 13. The processor,
an available period output step of outputting the available period acquired in the available period acquisition step to a calendar service operated by a business different from the computer;
execute,
The program according to claim 13. A method implemented in a computer comprising a processor and a memory, wherein the processor performs all the steps performed in the invention according to any of claims 1 to 15. An information processing device comprising a control section and a storage section, wherein the control section executes all steps executed in the invention according to any one of claims 1 to 15. A system comprising means for performing all steps performed in the invention according to any of claims 1 to 15.