JP7443225B2 - Terminal-to-terminal connection system and terminal-to-terminal connection method - Google Patents

Description

The present invention relates to a terminal-to-terminal connection system and a terminal-to-terminal connection method.

2. Description of the Related Art In order to remotely connect one terminal to another terminal, there is a telecommunication system in which a list of connectable terminals is displayed and a connection is established by selecting an arbitrary terminal from the list. As such a system, a communication system described in Patent Document 1 has been proposed.

JP 2017-229044 Publication

Patent Document 1 describes a method in which a list of connectable terminals (bases) is displayed in advance and a terminal (base) to be connected to is arbitrarily selected from the list. This makes it possible to provide services such as remote consultation using the terminal, for example.

However, in Patent Document 1, a fixed connection destination can be selected, and a list of the same terminal (base) candidates is displayed regardless of the situation at the connection source terminal. In this case, even terminals that do not necessarily need to be connected to the source terminal will be displayed in the list. In addition, since the connected terminal (base) side does not know the status of other terminals before connection, if it is necessary to know the status, it will repeat the inquiry and understand the processing status so far after connection. There was a need. In particular, in situations where face-to-face communication is restricted due to the spread of infectious diseases or contagious diseases, the need for communication using multiple terminals (remote consultation, etc.) is expected to increase.

The present invention was made in view of the above circumstances, and its purpose is to provide a terminal-to-terminal connection system and a terminal-to-terminal connection method that can efficiently identify terminals that require connection and perform terminal-to-terminal connection. It's about doing.

One of the inventions that solves the above problems is a dialogue history sharing unit that has a processor and a memory and stores information transmitted and received between a first terminal and a second terminal, and a dialogue history sharing unit that stores information transmitted and received between a first terminal and a second terminal; a connection determination unit that determines whether or not to transmit takeover information, which is information associated with the stored information, to the third terminal that is connected to the third terminal; It is determined whether or not to share information between the two terminals and the third terminal, and if it is determined that the information will be shared from now on, either the first terminal, the second terminal, or the third terminal a three-way remote interaction unit that starts a three-way connection, which is a process of sharing information transmitted and received between the first terminal, the second terminal, and the third terminal; Interconnection system.

Another aspect of the present invention for solving the above problems is that the information processing apparatus performs a dialogue history sharing process in which information transmitted and received between a first terminal and a second terminal is stored. connection determination processing for determining whether or not to transmit handover information, which is information associated with the stored information, to a third terminal associated with the information; 1 terminal, the second terminal, and the third terminal, and if it is determined that the information will be shared from now on, the first terminal, the second terminal, or the third terminal A three-way remote interaction process for starting a three-way connection, which is a process for sharing information transmitted and received between any of the third terminals between the first terminal, the second terminal, and the third terminal. A terminal-to-terminal connection method that executes the following.

According to the present invention, it is possible to efficiently identify terminals that require connection and perform terminal-to-terminal connection.

Problems, configurations, and effects other than those described above will be made clear by the following description of the embodiments.

1 is a diagram showing an example of the configuration of a terminal-to-terminal connection system according to the present embodiment. FIG. 2 is a diagram illustrating an example of functions included in each terminal (device) in the terminal-to-terminal connection system. 1 is a diagram illustrating an example of a hardware configuration configuring a terminal or a device according to the present embodiment. It is a figure showing an example of a customer terminal management table. It is a figure which shows an example of a connection destination sales staff selection table. It is a diagram showing an example of a sales staff terminal management table. It is a figure showing an example of an expert terminal management table. FIG. 3 is a diagram showing an example of a connection destination switching table. It is a figure which shows an example of a connection destination specialized department table. FIG. 3 is a diagram illustrating an example of a handover matter information management table. It is a figure showing an example of an application information table. It is a figure showing an example of a content table. It is a flow diagram explaining an example of three-way connection processing. FIG. 2 is a flow diagram illustrating details of sales staff terminal connection request processing. FIG. 3 is a flow diagram illustrating details of shared content acquisition processing. FIG. 3 is a flow diagram illustrating details of connection destination switching information acquisition processing. FIG. 3 is a flow diagram illustrating details of a handover matter sharing process. FIG. 3 is a flow diagram illustrating details of three-way connection termination processing. FIG. 2 is a flow diagram illustrating details of application information generation processing. FIG. 3 is a flow diagram illustrating details of contract information registration processing. FIG. 7 is a sequence diagram illustrating an example of processing associated with actions of operators of each terminal in three-way connection processing. It is a figure showing an example of a customer terminal screen. It is a figure showing an example of a sales staff terminal screen. It is a figure showing an example of an expert terminal screen.

An embodiment of the present invention will be described below with reference to the drawings.

FIG. 1 is a diagram showing an example of the configuration of a terminal-to-terminal connection system 100 according to the present embodiment. This terminal-to-terminal connection system 100 is introduced in a company or the like that conducts contract conclusion work, and specifically, a sales staff in charge of a customer concludes a new contract for the customer in conjunction with a contract expert. .

That is, the terminal-to-terminal connection system 100 includes a customer terminal 1, which is a terminal operated by a customer, a sales staff terminal 2, which is a terminal operated by a sales staff in charge of the customer, and a specialized terminal 1, which is a terminal operated by a sales staff in charge of the customer. A connection for sharing information between the expert terminal 3, which is a terminal operated by the home, and these three terminals (customer terminal 1, sales staff terminal 2, and expert terminal 3) (hereinafter referred to as three-way connection) a connection management device 4 managed by a connection manager, a core processing device 5 which is a device that manages contracts and customer information in the company, and three terminals (customer terminal 1, sales staff terminal 2, and the expert terminal 3) each includes a material DB 6 (DB: database) that stores information on sharable materials (shared content).

Note that in this embodiment, each expert is categorized according to the specialized field related to the contract. That is, experts are placed in specialized departments corresponding to each item constituting the contract, and expert terminals 3 are installed for each of these items and for each specialized department.

In the terminal-to-terminal connection system 100, first, the sales staff terminal 2 connects to the customer terminal 1 in response to a connection request from the customer terminal 1, and allows remote interaction and information sharing between the sales staff terminal 2 and the customer terminal 1. conduct. Further, the sales staff terminal 2 acquires information (hereinafter referred to as trigger information) representing the attributes of the expert (in this embodiment, the contents of the customer's inquiry), and, upon acquiring this trigger information, uses the expert's terminal 3, a part of the shared information (hereinafter referred to as transfer information) is transmitted to the expert terminal 3. Upon receiving the handover information, the expert terminal 3 uses this as an opportunity to start a three-way connection with the sales staff terminal 2 and the customer terminal 1, thereby sharing various information among the three parties. This allows, for example, experts to share necessary information among the three parties as needed without having to deal with sales staff and customers individually, allowing customers to quickly and efficiently provide services. Can receive.

The customer terminal 1, the sales staff terminal 2, the expert terminal 3, the connection management device 4, the core processing device 5, and the data DB 6 are connected to, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, Alternatively, they are communicably connected via a wired or wireless communication network 7 such as a dedicated line.

Next, FIG. 2 is a diagram showing an example of functions provided in each terminal (device) in the terminal-to-terminal connection system 100.

The customer terminal 1 includes a terminal calling unit 101 that calls and connects to the sales staff terminal 2, and a screen sharing unit 102 that shares a screen between the customer terminal 1 and the sales staff terminal 2 when connected to the sales staff terminal 2. It includes functional units including an application data input unit 103 that receives input of information (application information) related to a contract application from a customer.

The sales staff terminal 2 receives customer and contract-related information from a customer request reception unit 201 that accepts connection requests from the customer terminal 1, a connection determination unit 202 that connects with the expert terminal 3, and a core system processing device 5. A related information calling unit 203 reads information related to this (hereinafter referred to as customer history information) and creates a report based on the contract completion information (information regarding the final conclusion of the contract) input into the sales staff terminal 2. The report generation unit 204 includes various functional units including a report creation unit 204. Note that the report creation unit 204 may be provided in a device external to the sales staff terminal 2.

The expert terminal 3 is a three-way connection unit that performs a three-way connection between the sales staff reception unit 301 that receives connection requests from the sales staff terminal 2, the expert terminal 3, the customer terminal 1, and the sales staff terminal 2. Each function includes a connection determination unit 302, a dialogue history calling unit 303 that calls information sent and received between the customer terminal 1 and the sales staff terminal 2, and a scheduler unit 304 that sets information regarding the work schedule of each expert. Department. Note that the scheduler unit 304 may be provided in an external device.

The connection management device 4 includes a sales staff terminal connection unit 401 that manages the connection between the sales staff terminal 2 and the customer terminal 1, and an expert terminal that manages the connection between the expert terminal 3 and the sales staff terminal 2. A connection unit 402, a dialogue history sharing unit 403 that shares information transmitted and received between the customer terminal 1 and the sales staff terminal 2, and a three-party connection between the customer terminal 1, the sales staff terminal 2, and the expert terminal 3. It is equipped with various functional units including a three-way remote dialogue unit 404 that manages connections between the three parties.

The connection management device 4 also includes a customer terminal management table 1000, a connection destination sales staff selection table 1100, a sales staff terminal management table 2000, an expert terminal management table 3000, a connection destination switching table 4000, a connection destination specialized department table 4100, and a takeover table. It stores an item information management table 4200 and an application information table 5000.

The core processing device 5 receives the data (contract conclusion information) input to the customer terminal 1 regarding the customer who has decided to conclude the contract based on the information transmitted and received through the three-party connection, etc. Each function includes a contract procedure section 501 that processes procedures, a contract management section 502 that manages contracts related to customers, and a contract/customer DB 503 that stores contract information and customer information (customer information) related to the contract. Department. The contract/customer DB 503 stores, for example, information transmitted and received in the past between the customer terminal 1, the sales staff terminal 2, and the expert terminal 3 regarding each customer's contract.

FIG. 3 is a diagram showing an example of the hardware configuration of the terminal or device of this embodiment.

The customer terminal 1 includes an arithmetic unit 11 including a processor such as a CPU (Central Processing Unit), an input device 12 such as a keyboard, a mouse, and a touch panel, a display device 13 such as a monitor (display), a RAM (Random Access Memory), It includes a storage device 14 such as a ROM (Read Only Memory), an HDD (Hard Disk Drive), and an SSD (Solid State Drive), and a communication device 15 for communicating with other terminals or devices. Similarly, the sales staff terminal 2 includes a calculation device 21, an input device 22, a display device 23, a storage device 24, and a communication device 25, and the expert terminal 3 includes a calculation device 31, an input device 32, a display device 33, The connection management device 4 includes a storage device 34 and a communication device 35, the connection management device 4 includes a calculation device 41, a storage device 42, and a communication device 43, and the core processing device 5 includes a calculation device 51, a storage device 52, and a communication device. 53, and the material DB 6 includes a storage device 61 and a communication device 62.

Next, details of the tables stored in each terminal or each device of the terminal-to-terminal connection system 100 will be explained.

<Customer terminal management table>
FIG. 4 is a diagram showing an example of the customer terminal management table 1000. The customer terminal management table 1000 manages information on terminals connected to the customer terminal 1.

The customer terminal management table 1000 includes a customer ID column 1010 that stores customer IDs, a customer name column 1020 that stores customer names linked to customer IDs, and a sales staff ID column 1030 that stores the terminal ID of the sales staff terminal 2 to which the connection destination is connected. , an expert ID column 1040 that stores the terminal ID of the expert terminal 3 that is the connection destination when performing a three-way connection, a content ID column 1050 that stores the ID of the shared content shared in the three-way connection, and , a content item ID column 1060 that stores the ID of the shared content item.

Note that the shared content items correspond to, for example, chapters, sections, sections, etc. that constitute the contract.

<Connection destination sales staff selection table>
FIG. 5 is a diagram showing an example of a connection destination sales staff selection table 1100. The connection destination sales staff selection table 1100 stores information for the customer to use the customer terminal 1 to select the connection destination sales staff terminal 2.

The connection destination sales staff selection table 1100 includes a sales staff ID column 1110 that stores the ID of the sales staff terminal 2, a sales staff name field 1120 that stores the name of the sales staff corresponding to the sales staff ID, and a sales staff name of the sales staff. Area in charge column 1130 that stores area information, career years column 1140 that stores the number of years of experience of the sales employee, and past service presence column 1150 that stores information indicating whether or not they have dealt with customers in the past. It is composed of:

<Sales staff terminal management table>
FIG. 6 is a diagram showing an example of a sales staff terminal management table 2000. The sales staff terminal management table 2000 stores information on other terminals connected to the sales staff terminal 2 and information on shared content shared with the other terminals.

The sales staff terminal management table 2000 includes a sales staff ID column 2010 that stores the ID of the sales staff terminal 2, and a customer ID column 2020 that stores the ID of the customer terminal 1 related to the customer that the sales staff corresponding to the sales staff terminal 2 is in charge of. , a contract ID column 2030 that stores the ID of the contract that the customer is about to conclude, an expert ID column 2040 that stores the ID of the expert terminal 3 associated with the expert regarding the contract, and the sales staff terminal 2 and customer terminal 1. It is configured to include a content ID column 2050 that stores the ID of the shared content shared with the expert terminal 3, and a content item ID column 2060 that stores the ID of the item in the shared content.

<Expert terminal management table>
FIG. 7 is a diagram showing an example of an expert terminal management table 3000. The expert terminal management table 3000 stores information on other terminals connected to the expert terminal 3 and handover information.

The expert terminal management table 3000 includes an expert A_ID column 3010 that stores the ID of the expert terminal 3 related to the first expert (expert A), and a sales employee ID column that stores the ID of the sales employee terminal 2 that is the connection source. column 3020, a customer ID column 3030 that stores the ID of the customer terminal 1 associated with the customer handled by the sales employee related to the sales employee terminal 2, a transfer information column 3040 that stores the transfer information sent to the expert terminal 3, and , an expert B_ID column 3050 and an expert C_ID column 3060 (in which there may be no information) that store the IDs of expert terminals 3 related to experts other than expert A.

<Connection destination switching table>
FIG. 8 is a diagram showing an example of a connection destination switching table 4000. The connection destination switching table 4000 stores trigger information associated with each item of shared content.

The connection destination switching table 4000 includes a content item ID column 4010 that stores the ID of the shared content item, connection destination specialized department information columns 4020, 4030, and 4040 that store information about each specialized department related to the shared content of that item, and content items. It consists of a connection trigger information column 4050 that stores trigger information linked to the ID column 4010, and a transfer matter information column 4060 that stores transfer information that is shared when performing the three-way connection.

<Connection destination specialized department table>
FIG. 9 is a diagram showing an example of a connection destination specialized department table 4100. The connection destination specialized department table 4100 is information in which the status of connection to each expert terminal 3 is managed for each specialized department.

The connection destination specialized department table 4100 includes a connection destination specialized department name column 4110 that stores the name of the specialized department, an expert ID column 4120 that stores the ID of the expert terminal 3 related to the expert who belongs to the specialized department, and the specialty Consists of an expert name column 4130 that stores the name of the expert corresponding to the home ID, and a connection availability column 4140 that stores information indicating whether or not it is possible to connect to the expert terminal 3 corresponding to the expert. has been done. Note that the connection availability column 4140 is updated at any time, for example, by the scheduler unit 304 according to the work schedule of each expert.

<Transfer information management table>
FIG. 10 is a diagram showing an example of the handover item information management table 4200. The handover matter information management table 4200 manages handover information.

The handover matter information management table 4200 includes a connection trigger information column 4210 that stores connection trigger information, a handover matter information column 4220 that stores handover information provided when a three-way connection is performed based on the connection trigger information, and subsequent A customer ID column 4230 stores the ID of the customer terminal 1 when a three-way connection is performed, a customer information column 4240 stores information about the customer related to the customer terminal 1, and stores the ID of the contract concluded by the customer. It is configured to include a contract ID field 4250 and a contract information field 4260 that stores information regarding the contract targeted by the handover information.

<Application information table>
FIG. 11 is a diagram showing an example of an application information table 5000.

The application information table 5000 stores contract application information input into the customer terminal 1. The application information table 5000 includes a contract ID column 5010 that stores the ID of a contract concluded by a customer, and a new contract ID column 5020 that stores the ID of a new contract (new contract) that is newly given to the input application information. , a customer ID column 5030 that stores the ID of the customer terminal 1 into which application information has been input, and input information columns 5040, 5050, and 5060 that store information on each item of application information related to a new contract. There is.

<Content table>
FIG. 12 is a diagram showing an example of a content table 6000 stored in the material DB 6. The content table 6000 is information on shared content.

The content table 6000 includes a content ID column 6010 that stores the ID of the shared content, a content information column 6020 that stores information about the shared content, a content item ID column 6030 that stores the ID of the item in the shared content, and a shared content column 6030 that stores the ID of the item in the shared content. It is configured to include a content item information field 6040 that stores content information, and a connection trigger information field 6050 that stores connection trigger information linked to the shared content of the item.

The functions of each terminal and each device explained above are realized by these computing devices 11, 21, 31, 41, 51 executing programs stored in storage devices 14, 24, 34, 52. Ru. These programs are stored in a storage device such as a secondary storage device, a nonvolatile semiconductor memory, a hard disk drive, or an SSD, or a non-transitory data storage medium readable by each node such as an IC card, SD card, or DVD. may be stored in

<Three-party connection processing>
Next, the processing performed in the terminal-to-terminal connection system 100 will be explained.

FIG. 13 is a flow diagram illustrating an example of a three-way connection process performed by the terminal-to-terminal connection system 100. This process is started, for example, when there is a predetermined input from the user on the customer terminal 1.

First, the customer terminal 1 requests connection to the sales staff terminal 2 selected by input from the customer (for example, the sales staff terminal 2 of the sales staff in charge of the customer) (s110). Details of this process s110 (sales staff terminal connection request process) will be described later.

The customer terminal 1 starts a connection with the sales staff terminal 2 (hereinafter referred to as the destination sales staff terminal) that has authorized the connection request (s120).

The connected sales staff terminal acquires content necessary for remote consultation with the customer, that is, shared content, from the data DB 6 (s130). Details of this process s130 (shared content acquisition process) will be described later.

The connected sales staff terminal shares the shared content acquired in s130 with the customer terminal 1 connected in s120 (hereinafter referred to as the connection source customer terminal) (s140).

Thereafter, the connection destination sales staff terminal obtains and displays information on experts who can respond to the shared content item (hereinafter referred to as connection destination switching information) (s150).

For example, the connected sales staff terminal displays an expert connection confirmation screen that displays connection switching information and shared content items, and receives a message from the sales staff who operates the connected sales staff terminal to the expert terminal 3. The terminal accepts inputs for determining whether or not to connect to the Internet and the specialized department of the connected expert (hereinafter referred to as the connected department). Details of this process s150 (connection destination switching information acquisition process) will be described later.

After displaying the connection destination switching information, the connection destination sales staff terminal determines the expert terminal 3 to connect to (hereinafter referred to as connection destination expert terminal) (s160).

When the connected sales staff terminal connects with the expert terminal 3 (s160: Yes), the process of s170 described below is performed, and when the connected sales staff terminal does not connect with the expert terminal 3 (s160: No). ), the process of s220, which will be described later, is performed.

Note that although the sales staff terminal 2 requests connection to the expert terminal 3 here, it is also possible for the expert terminal 3 to request connection to the sales staff terminal.

In s170, the connected sales staff terminal connects with the connected destination expert terminal 3 selected in s160, and shares handover information with the connected destination expert terminal (s170). Details of this process s170 (handover matter sharing process) will be described later.

Thereafter, data communication (dialogue between the expert and the sales staff) takes place between the connected expert terminal and the connected sales staff terminal. Note that this data communication is performed separately from the communication between the destination sales terminal and the connection source customer terminal.

The connection destination expert terminal then determines whether or not to perform a three-way connection between the connection source customer terminal, the connection destination sales staff terminal, and the connection destination expert terminal. For example, the destination expert terminal displays a three-way connection confirmation screen to confirm whether or not to perform a three-way connection, and the expert operating the destination expert terminal requests a three-way connection. Accepts input to confirm whether or not. At this time, the connected expert terminal may obtain and display past contract information of the customer from the contract/customer DB 503 of the core processing device 5 on the three-way connection confirmation screen.

If a three-way connection is to be made (s180: Yes), the process of s190 described below is performed; if a three-way connection is not to be made (s180: No), the process is performed by the connection source customer terminal and connection destination sales staff terminal. The connection is maintained, and the process of s220, which will be described later, is performed.

In s190, the destination expert terminal initiates a three-way connection between the source customer terminal, the destination sales staff terminal, and the destination expert terminal.

Thereby, data communication (remote dialogue between the customer, the expert, and the sales staff) is performed between the connection source customer terminal, the connection destination expert terminal, and the connection destination sales staff terminal.

Note that here, the configuration is such that the expert terminal 3 determines whether or not to perform a three-way terminal, but the configuration may also be such that the sales staff terminal 2 or the customer terminal 1 determines whether or not to conduct a three-way terminal. Good too.

Thereafter, the destination expert terminal terminates the three-way connection and returns to the connection between the source customer terminal and the destination sales staff terminal (s210). For example, the connection destination expert terminal displays a screen for confirming whether or not the dialogue between the three parties necessary for concluding a new contract has been completed, and receives input for confirmation from the expert. Details of this process s210 (three-way connection termination process) will be described later.

Note that here, the configuration is such that the expert terminal 3 determines whether or not to terminate the three-party terminal, but the sales staff terminal 2 or the customer terminal 1 determines whether or not to terminate the three-party terminal. It may also be a configuration.

Further, in s220, the connection source customer terminal generates application information. Details of this process s220 (application information generation process) will be described later.

The destination sales staff terminal checks the contents of the application information generated by the connection source customer terminal, and after completing the confirmation, sends the application information to the core processing device 5 (s230). Details of this process s230 (contract information registration process) will be described later. With this, the three-way connection process ends.

The details of each of the above processes will be explained below.

<Sales staff terminal connection request processing>
FIG. 14 is a flow diagram illustrating details of the sales staff terminal connection request process s110.

First, the connection source customer terminal displays a list screen (sales staff list screen) of information on sales staff who can serve the customer, which is read from the connection destination sales staff selection table 1100. Specifically, the terminal calling unit 101 obtains a record related to the connection source customer terminal from the customer terminal management table 1000 from the connection management device 4, and displays information related to the sales staff ID of the obtained record on the display device 13. .

Then, the terminal calling unit 101 of the connection source customer terminal receives a selection of a desired sales staff from among the sales staff displayed on the sales staff list screen from the customer (s112).

The terminal calling unit 101 requests connection to the sales staff terminal 2 (connection destination sales staff terminal) associated with the sales staff selected in s112 (s113). Specifically, the terminal calling unit 101 transmits a connection request to the connection management device 4, and the sales staff terminal connection unit 401 of the connection management device 4 transmits the received connection request to the sales staff terminal 2.

When the sales staff terminal 2 receives the connection request from the connection source customer terminal, it transmits connection permission to the connection source customer terminal (s114). Specifically, the customer request reception unit 201 of the sales staff terminal 2 transmits a connection permission to the connection management device 4, and the sales staff terminal connection unit 401 of the connection management device 4 transmits the received connection permission to the customer terminal 1. Send. This completes the sales staff terminal connection request process.

<Shared content acquisition process>
FIG. 15 is a flow diagram illustrating details of the shared content acquisition process.

First, the connection destination sales staff terminal displays customer information related to the connection source customer terminal on a screen (customer information display screen) (s131). Specifically, the related information calling unit 203 calls the core processing device 5, and the contract management unit 502 of the core processing device 5 acquires customer information and contract information of the customer related to the connection source customer terminal. The customer information and contract information are sent to the related information calling unit 203 of the connected sales staff terminal. The related information calling unit 203 of the sales staff terminal 2 displays the received customer information and contract information on the display device 23.

Furthermore, the connection destination sales staff terminal searches for content of the contract that the sales staff should explain regarding the customer contract related to the connection source customer terminal (s132). Specifically, the related information calling unit 203 searches for items of the customer's contract from the customer information and contract information, and transmits information on the searched items to the sales staff terminal connection unit 401 of the connection management device 4. The sales staff terminal connection unit 401 of the connection management device 4 acquires one record in which the information of the received item is set from the content table 6000 of the material DB 6. The sales staff terminal connection unit 401 transmits the acquired record to the related information calling unit 203 of the sales staff terminal 2.

The related information calling unit 203 determines whether all the information on the content to be explained by the sales staff has been acquired (s133). If there is content that the sales staff should explain but has not been acquired (s133: No), the related information calling unit 203 repeats the process of s132, and if all the content that the sales staff should explain has been acquired (s133: Yes), all the acquired contents (shared contents) are displayed on the customer information display screen (s134). With this, the shared content acquisition process ends.

<Connection destination switching information acquisition process>
FIG. 16 is a flow diagram illustrating details of the connection destination switching information acquisition process.

First, the connected sales staff terminal receives a selection by the sales staff from the list of shared content items displayed on the customer information display screen (s151). For example, the connection determination unit 202 reads the cursor position in the shared content list displayed on the customer information display screen.

The connected sales staff terminal acquires information on the shared content of the selected item (s152). For example, the connection determination unit 202 identifies the shared content item at the cursor position.

The connection destination sales staff terminal acquires information on the specialized department of the expert in charge of the shared content item acquired in s152 (that is, connection destination switching information) and displays the information in a list (s153). For example, the sales staff terminal connection unit 401 of the connection management device 4 receives the list display request sent by the connection determination unit 202, and from the connection destination switching table 4000, the information of the item acquired in s152 is entered in the content item ID field 4010. The information of the set record (connection destination specialized department information 4020, 4030, 4040) is acquired and sent to the connection destination sales staff terminal. The connection determination unit 202 displays a list of the received record information on the customer information display screen.

The connected sales staff terminal determines whether the content item has changed by acquiring the current cursor position (s154), and if it determines that the content item has changed (s154: Yes), repeats the process of s151. If it is determined that the content item has not changed (s154: No), the process of s160 described above is executed (the connection destination switching information acquisition process ends).

<Transfer matters sharing process>
FIG. 17 is a flowchart illustrating details of the transfer matter sharing process.

First, the sales staff terminal 2 acquires the connection trigger information of the connection destination switching information related to the connection destination department selected in s160, and displays a list of experts who belong to that specialized department and are currently available. (s171).

For example, the sales staff terminal connection unit 401 of the connection management device 4 stores a connection destination switching table in which the connection destination department selected in s160 is set based on a predetermined request sent by the connection determination unit 202 of the sales staff terminal 2. Get 4000 records. The sales staff terminal connection unit 401 acquires the connection trigger information column 4050 of the obtained record, and also selects each record from the connection destination specialized department table 4100 in which information about the connection destination department is set in the connection destination specialized department name column 4110. Check the value in the connection availability column 4140. The sales staff terminal connection unit 401 acquires the expert ID field 4120 and the expert name field 4130 of the record in which "possible" is set in the connection possibility field 4140, and transmits them to the sales staff terminal 2. The connection determination unit 202 displays a list of the received information on the sales staff terminal screen.

The sales staff terminal 2 identifies the expert terminal 3 related to the destination expert among the experts displayed in s171 (s172). For example, the connection determination unit 202 receives an input from the sales staff to select an expert (expert terminal 3) to be connected to while displaying the sales staff terminal screen.

The sales staff terminal 2 requests the expert terminal 3 to connect to the expert terminal 3 (connection destination expert terminal) specified in s172 (s173). For example, the expert terminal connection unit 402 of the connection management device 4 receives a connection request to the expert terminal 3 selected in s172 sent by the connection determination unit 202 of the sales staff terminal 2, and transmits the received connection request. , is transmitted to the expert terminal 3.

The sales staff reception unit 301 of the expert terminal 3 receives the connection request from the sales staff terminal 2, and permits the connection request (s174). For example, the sales staff reception unit 301 displays a screen asking whether or not to connect to the sales staff terminal 2 from an expert, and receives an input to confirm the connection.

When the expert terminal 3 approves the connection request, the connection management device 4 specifies the transfer information and shares the specified transfer information among the customer terminal 1, the sales staff terminal 2, and the expert terminal 3 (s175). .

For example, the dialogue history sharing unit 403 of the connection management device 4 acquires the contents of the connection trigger information column 4050 of the record of the connection destination switching table 4000 acquired in s171, and sets this acquired information in the connection trigger information column 4210. The contents of the records in the transfer matter information management table 4200 (for example, transfer matter information column 4220, customer ID column 4230, customer information column 4240, contract ID column 4250, contract information column 4260) are acquired. The dialogue history sharing unit 403 transmits the acquired information to the connected sales staff terminal and the connected destination expert terminal.

Thereafter, the sales staff terminal 2 determines whether to connect to the expert terminal 3 of an expert in a specialized department other than the connection destination department selected in s160 (s176). For example, the connection determination unit 202 acquires information on specialized departments that are not currently selected among the specialized departments registered in the connection destination switching information acquired in s150, and connects them to other specialized departments. (For example, a screen to confirm whether to switch the connection to specialized departments B and C in order other than the currently selected specialized department A in the connection destination switching table 4000) and ask the sales staff to Accepts input for selection of specialized department from.

When connecting to an expert terminal 3 related to an expert in another specialized department (s176: Yes), the sales staff terminal 2 sets the specialized department as the connection destination department (s177) and repeats the processing from s171 onwards. If it is not connected to the expert terminal 3 of an expert in another specialized department (s176: No), the handover matter sharing process ends.

Note that here, the sales staff terminal 2 allows the sales staff to select the connection destination department sequentially, but it is also possible to automatically change the connection destination department one after another, change the connection destination, and share the transfer information. Good too.

<Three-party connection termination process>
FIG. 18 is a flow diagram illustrating details of the three-way connection termination process.

The sales staff terminal 2 disconnects from the expert terminal 3 with which the three-way connection is being made (s211). For example, the connection determination unit 202 displays a screen for confirming whether to disconnect from the connected expert terminal, accepts input for confirmation, and if input for disconnection is received, connects the disconnection request. The information is sent to the management device 4. Upon receiving the disconnection request, the expert terminal connection unit 402 terminates the connection with the destination expert terminal.

In this case, the information shared between the expert terminal 3 and the sales staff terminal 2 in the three-way connection is retained, and the connection between the sales staff terminal 2 and the customer terminal 1 (the connection source customer terminal) is maintained (s212 ).

Note that in s211, the expert terminal 3 rather than the sales staff terminal 2 may determine whether to disconnect the connection.

Thereafter, the customer terminal 1 determines whether to start the application procedure for a new contract (s213). For example, the application data input unit 103 displays a screen asking whether to start the application procedure and receives an input from the customer as to whether or not to start the application procedure.

If the application procedure for a new contract is to be started (s213: Yes), the three-party connection termination process is terminated, and if the application procedure for a new contract is not to be started (s213: No), the customer terminal 1 executes the procedure in s212. Repeat the process.

<Application information generation process>
FIG. 19 is a flow diagram illustrating details of the application information generation process.

Sales staff terminal 2 (destination sales staff terminal) sends the information necessary to generate application information (for example, information on the input format of an application form for a new contract) to customer terminal 1 (source customer terminal). Send (s221).

Based on the information received from the sales staff terminal 2, the customer terminal 1 displays a screen for accepting application information input from the customer (s222), and accepts generation (input) of application information from the customer (s223). . For example, the application data input unit 103 displays a screen for inputting information such as the customer's name, age, and address.

The customer terminal 1 checks whether all the application information has been generated (input) (s224). For example, the application data input unit 103 displays a screen asking whether the customer has input all of the application information and accepts input for confirmation.

If the application information has not been generated yet (s224: No), the customer terminal 1 repeats the process from s223 onwards, and if the application information has been generated (s224: Yes), the customer terminal 1 repeats the process in s225 described below. Execute processing.

In s225, the sales staff terminal 2 acquires the application information generated by the customer terminal 1. Specifically, the connected sales staff terminal receives the application information transmitted by the customer terminal 1 via the connection management device 5.

The sales staff terminal 2 determines whether or not the received application information is to be definitive information (s226). For example, the sales staff terminal 2 transmits to the customer terminal 1 an input screen asking whether or not the customer accepts the generated application information, and the customer terminal 1 transmits information regarding whether or not the customer accepts the application information based on the input screen to the sales staff. Send to terminal 2.

If the received application information is to be definitive information (s226: Yes), the application information generation process ends; if the received application information is not to be definitive information (s226: No), the sales staff terminal 2 repeats the processing from s223 onwards.

<Contract information registration process>
FIG. 20 is a flow diagram illustrating details of the contract information registration process.

The sales staff terminal 2 finalizes the application information generated in the application information generation process (s231). For example, the destination sales staff terminal receives input of predetermined final information from the sales staff, and stores the final information in association with the input application information.

The sales staff terminal 2 transmits the application information determined in s231 to the core processing device 5 (s232). For example, the sales staff terminal 2 transmits the application information confirmed in s231 to the core processing device 5 via the connection management device 4, and the contract procedure section 501 of the core processing device 5 transmits the received application information. , are stored in each item of a new record in the application information table 5000.

The sales staff terminal 2 then registers the contract completion information (s233). For example, the report creation unit 204 stores the customer's name, date, time, information on the connected expert terminal, etc. in association with the application information determined in s231. This completes the contract information registration process.

<Sequence>
FIG. 21 is a sequence diagram illustrating an example of the processing associated with the actions of the operators of each terminal in the above three-way connection processing.

s110:
(1) The customer selects a salesperson from the salesperson list screen.

s120:
(2) The customer calls a connectable sales representative.

(3) The sales staff begins consultation with the customer.

(4) The customer tells the sales staff what they want to discuss.

s130:
(5) Sales staff requests information necessary for dealing with customers (including contract information).

(6) Sales staff terminal 2 displays necessary information on the screen.

s140:
(7) Sharing information (shared content) between sales staff and customers (bilateral).

(8) The customer makes further inquiries to the sales staff based on the shared content.

s140-s160:
(9) The sales staff decides to call an expert who can respond to the customer's consultation because of its advanced nature.

(10) The sales staff calls a connectable expert.

(11) The expert begins consultation with the sales staff.

s170:
(12) The sales staff will convey the details of the advanced consultation from the contractor to the expert.

(13) The expert obtains handover information related to the shared content.

(14) The expert requests information (shared content) necessary for the customer's (sales staff) response from the material DB 6 while referring to the handover information.

(15) The expert terminal displays the shared content necessary for the answer.

s180:
(16) Experts participate in consultation between customers and sales staff (three-way connection).

s190:
(17) The expert presents the answer to the advanced consultation content to the customer using the three-way connection.

s210:
(18) Terminate the three-way connection involving the expert.

s220:
(19) A customer requests a sales staff member to complete an application or other procedure.

(20) Sales staff will order documents such as application forms.

(21) Sales staff obtains documents such as application forms.

s230:
(22) Sales staff sends and shares documents such as application forms with customers.

(23) The customer creates an application form with the support of the sales staff, and the sales staff approves the application.

(24) End bilateral consultation between sales staff and customer.

Note that the procedure shown here is just an example, and any processing pattern may be possible depending on negotiations among the customer, sales staff, and experts, and each process may be repeated.

Next, the screens displayed by each of the customer terminal 1, sales staff terminal 2, and expert terminal 3 will be explained.

FIG. 22 is a diagram showing an example of a customer terminal screen 21000, which is a screen displayed by the customer terminal 1.

The customer terminal screen 21000 includes a sales staff image display area 21100 in which an image (a still image or a real-time image may be used; the same applies hereinafter) of the sales staff related to the connected sales staff terminal 2 is displayed; An expert image display area 21200 where images of experts related to the expert terminal 3 connected from the employee terminal 2 are displayed, and a list of sales staff other than the sales staff displayed in the sales staff image display area 21100 are displayed. The display area 21400 includes a sales staff list display area 21300 and a display area 21400 where shared content and application information shared with the sales staff terminal 2 are displayed. Note that the display between the sales staff image display area 21100 and the expert image display area 21200 can be switched.

FIG. 23 is a diagram showing an example of a sales staff terminal screen 22000, which is a screen displayed by the sales staff terminal 2. As shown in FIG.

The sales staff terminal screen 22000 includes a customer image display area 22100 where images of customers related to the customer terminal 1 connected to the sales staff terminal 2 are displayed, and a customer image display area 22100 related to the expert terminal 3 connected to the sales staff terminal 2. An expert image display area 22200 where images of experts are displayed, an expert list display area 22300 where a list of contents, a list of connected expert departments, a list of experts, etc. are displayed, and shared content or applications. It is configured to include a display area 22400 where information is displayed. Note that the display between the customer image display area 22100 and the expert image display area 22200 can be switched.

Note that the sales staff terminal screen 22000 displays an expert connection confirmation screen that displays connection destination switching information and shared content items, and accepts input from the sales staff to determine the connection destination department (s150, s160). ).

FIG. 24 is a diagram showing an example of an expert terminal screen 23000, which is a screen displayed by the expert terminal 3.

The expert terminal screen 23000 is connected to a sales staff image display area 23100 in which a real-time image of the sales staff associated with the sales staff terminal 2 connected to the expert terminal 3 is displayed, and a customer who is connected (three-way connection). It mainly consists of a customer image display area 23200 where images of customers related to terminal 1 are displayed, a content list display area 23300 where a list of shared contents is displayed, and a shared information display area 23400 where handover information etc. are displayed. ing. Note that the display of the sales staff image display area 23100 and the customer image display area 23200 can be replaced. Further, in the shared information display area 23400 of the expert terminal screen 23000, for example, past contract information of the customer corresponding to the handover information may be displayed when performing a three-way connection.

As described above, the terminal-to-terminal connection system 100 of the present embodiment transfers handover information associated with content information shared between the customer terminal 1 and the sales staff terminal 2 to the expert terminal 3. Based on the received handover information, the expert terminal 3 decides whether or not to share the information between the three terminals, and starts a three-way connection if it is decided to share the information.

That is, information for each content item is embedded in the content information shared between the customer terminal 1 and the sales staff terminal 2 (for example, the sales staff terminal management table 2000), and the sales staff terminal 2 stores the content information. By making it possible to specify items, candidates for the connection destination expert terminal 3 can be identified and displayed in a list, and the transfer information regarding the shared content can be sent to the selected connection destination terminal, and the transfer matters at the time of connection can be specified. Collaborate as

More specifically, in response to a call from the customer terminal 1, the sales staff terminal connects with the customer terminal 1, and the content stored in the data DB 6 is shared between both terminals. If a salesperson cannot answer a customer's inquiry among the shared content items (for example, if a high-level explanation is required for a certain item), the salesperson can access that item from the salesperson terminal 2. Select the currently connectable expert terminal 3 that is linked to (with that item as the field of expertise) (for example, display the expert selection list screen). Then, when connecting to the selected expert terminal 3, the handover information is linked, and the expert refers to this handover information. By connecting the expert terminal 3 to the customer terminal 1 and the sales staff terminal 2, remote consultation among the three parties begins.

By adopting such a configuration, first, the sales staff can reduce the work of searching for the expert terminal 3 to be connected. Further, since the handover information is provided to the expert terminal 3 in advance before establishing the three-way connection, there is no need to send and receive information redundantly during the three-way connection. As a result of the above, even if a situation arises in which sales staff are unable to respond to customer needs, it is possible to seamlessly transition to handling by experts.

The present invention is not limited to the embodiments described above, and includes various modifications. The embodiments described above are described in detail for better understanding of the present invention, and are not necessarily limited to those having all the configurations described.

For example, in this embodiment, the connection management device 4 stores the tables, but other devices (terminals) may store each table.

Further, a plurality of sales staff terminals 2 or expert terminals 3 may be connected to one customer terminal 1.

Furthermore, in this embodiment, the sales staff terminal 2 connects to the expert terminal 3 by displaying the expert connection confirmation screen and accepting input from the sales staff. The trigger may be something else. For example, if the information shared with the customer terminal 1 includes predetermined information (for example, information regarding a predetermined content item), the sales staff terminal 2 (For example, the expert terminal 3 of an expert regarding the item) may be automatically connected.

Similarly, the expert terminal 3 was configured to establish a three-way connection by displaying a three-way connection confirmation screen and accepting input from the expert, but the trigger for the three-way connection was other than that. It's okay. For example, when the handover information includes predetermined information (for example, information regarding a predetermined content item), the expert terminal 3 selects the predetermined expert terminal 3 (for example, an expert regarding the item) It may also be possible to automatically connect to the expert terminal 3).

Further, in this embodiment, the specialized department is set as the category of the connected expert terminal 3, but it may be based on any other category.

The above description of this specification clarifies at least the following matters. That is, the connection determination unit of the terminal-to-terminal connection system 100 of the present embodiment displays the items of the transmitted and received information, and inputs a decision as to whether or not to transmit the handover information to the third terminal. It may be accepted from the user.

In this way, the information on the items of the shared content shared between the two terminals is presented to the sales staff, and the user is allowed to decide whether to send the handover information to the expert terminal 3 for a three-way connection. This allows sales staff to share handover information with experts at the appropriate time as needed.

Further, the terminal-to-terminal connection system 100 of the present embodiment stores a connection destination switching table that associates each category of the stored information with a terminal corresponding to the category, and the connection determination unit The third terminal to which the handover information is to be transmitted may be determined based on the destination switching table.

In this way, the connection destination expert terminal 3 is selected based on the connection destination switching table 4000 that associates items in the shared content between the customer terminal 1 and the sales staff terminal 2 with the expert terminals 3 corresponding to the items. By making this determination, it is possible to connect to an appropriate expert terminal 3 according to the content of the dialogue between the customer and the sales staff for a three-way connection.

Further, in the terminal-to-terminal connection system 100 of the present embodiment, information transmitted and received in the past between the first terminal and the second terminal is stored, and the connection determination unit transfers the handover information to the third terminal. When determining whether to transmit, the previously transmitted/received information associated with the handover information may be displayed.

In this way, when deciding whether or not to send handover information to the expert terminal 3, information that has been shared in the past between the customer terminal 1 and the sales staff terminal 2 ( By displaying information on contracts concluded by customers in the past), parties such as experts can accurately determine whether or not to send handover information to the expert terminal 3 for three-party connection. can be judged.

Furthermore, in the terminal-to-terminal connection system 100 of the present embodiment, the connection destination switching table further stores the category and connection trigger information, which is information representing attributes of the third terminal, in association with each other, The connection determination unit may determine whether or not to transmit the takeover information to the third terminal based on the connection trigger information.

In this way, content items and connection trigger information (for example, customer inquiry details) are associated in the connection destination switching table 4000, and it is determined whether or not to send the handover information to the expert terminal 3 based on this connection trigger information. This decision will enable the involvement of the appropriate experts according to the customer's needs for the three-way connection.

Further, the terminal-to-terminal connection system 100 of the present embodiment stores schedule information regarding whether or not the third terminal can be connected to the first terminal or the second terminal, and the connection determination unit, based on the schedule information, It may also be determined whether or not to transmit the handover information to the third terminal.

In this way, when deciding whether or not to send handover information to the expert terminal 3, the expert terminal 3 is determined based on the current connection availability schedule of the expert terminal 3, so that it can be handled now. You can quickly start a dialogue with relevant experts.

Further, the connection determination unit of the terminal-to-terminal connection system 100 of the present embodiment identifies a plurality of third terminals to which the handover information can be transmitted based on the schedule information, and transmits the handover information to each of the identified third terminals. The handover information may be sequentially transmitted.

In this way, by identifying a plurality of expert terminals 3 capable of transmitting handover information and sequentially transmitting handover information to them, it is possible to have a dialogue with all the experts who need to have a dialogue.

100 terminal-to-terminal connection system, 1 customer terminal, 2 sales staff terminal, 3 expert terminal, 4 connection management device, 5 core system processing device

Claims (8)

has a processor and memory,
a dialogue history sharing unit that stores information transmitted and received between the first terminal and the second terminal;
a connection determination unit that determines whether to transmit handover information, which is information associated with the stored information, to a third terminal associated with the stored information;
Based on the handover information, it is determined whether or not to share information between the first terminal, the second terminal, and the third terminal, and if it is determined that the information will be shared from now on, the first terminal , a three-way connection that is a process of sharing information transmitted and received between either the second terminal or the third terminal among the first terminal, the second terminal, and the third terminal. a three-way remote dialogue unit for initiating;
Terminal connection system. The connection determining unit displays items of the transmitted and received information, and receives an input from the user to determine whether or not to transmit the handover information to the third terminal.
The terminal-to-terminal connection system according to claim 1. storing a connection destination switching table in which each category of the stored information is associated with a terminal corresponding to the category;
The connection determination unit determines a third terminal to which the handover information is to be transmitted based on the connection destination switching table.
The terminal-to-terminal connection system according to claim 1. storing information transmitted and received in the past between the first terminal and the second terminal;
The connection determining unit displays the previously transmitted and received information that is associated with the handover information when determining whether to transmit the handover information to the third terminal.
The terminal-to-terminal connection system according to claim 1. The connection destination switching table further stores the category and connection trigger information, which is information representing an attribute of the third terminal, in association with each other,
The connection determination unit determines whether or not to transmit the handover information to the third terminal based on the connection trigger information.
The terminal-to-terminal connection system according to claim 3. storing schedule information regarding whether or not the third terminal can be connected to the first terminal or the second terminal;
The connection determination unit determines whether or not to transmit the handover information to the third terminal based on the schedule information.
The terminal-to-terminal connection system according to claim 1. The connection determining unit identifies a plurality of third terminals to which the handover information can be transmitted based on the schedule information, and sequentially transmits the handover information to each of the identified third terminals.
The terminal-to-terminal connection system according to claim 6. The information processing device
a dialogue history sharing process that stores information sent and received between the first terminal and the second terminal;
connection determination processing for determining whether to transmit handover information, which is information associated with the stored information, to a third terminal associated with the stored information;
Based on the handover information, it is determined whether or not to share information between the first terminal, the second terminal, and the third terminal, and if it is determined that the information will be shared from now on, the first terminal , a three-way connection that is a process of sharing information transmitted and received between either the second terminal or the third terminal among the first terminal, the second terminal, and the third terminal. initiating a three-way remote interaction process;
Connection method between terminals.

Images