JP7494252B2 - program - Google Patents

Description

This disclosure relates to an information processing system, an information processing method, and a program.

In recent years, technology has been developed for customer support that uses chat to respond to inquiries from users. Patent Document 1 discloses a contact center system in which a user terminal makes an IP phone call or initiates a chat by sending a message including the inquiry content, and one of multiple operator terminals 7 responds to the call.

Patent Document 1 also states that the above configuration allows the contact center to immediately understand the specific content of the user's inquiry and reduces the user's workload.

JP 2016-082507 A

Here, in the contact center system described in Patent Document 1, the user must enter the details of the inquiry in advance as a message. However, some users are unsure of the details of their inquiry and would prefer to resolve it with the support of an operator. Also, in the contact center system described in Patent Document 1, if the user does not know the address of the contact center, they cannot send a message. In such cases, the user must first inquire at the contact center by phone.

However, customer support over the phone has the following problems: (1) the phone must be connected and on standby when the lines are busy, (2) even if you disconnect and call back, it is not possible to know when the lines are not busy, and (3) even if the call is prolonged, the call cannot be disconnected in the middle of the call in order to receive a prompt response to the inquiry.

The present disclosure has been made in consideration of the above problems, and aims to provide an information processing system, information processing method, and program that can respond to and notify users who make inquiries by phone via a chat system, thereby reducing the effort and waiting time of the users.

A program in one embodiment of the present disclosure causes a server device to function as: a memory unit that stores telephone numbers and user identification information of a message service in association with each terminal; a first receiving unit that receives a message transmission request from a processing device from a first terminal including the telephone number; a first transmitting unit that, if user identification information corresponding to the telephone number included in the message transmission request exists, transmits a message to the first terminal corresponding to the user identification information; and a second transmitting unit that, if user identification information corresponding to the telephone number included in the message transmission request does not exist, transmits information to the processing device indicating that a message cannot be transmitted to the first terminal .

According to the present disclosure, it is possible to provide an information processing system etc. that can respond to and notify users who make inquiries by telephone via an instant messaging system, thereby reducing the effort and waiting time of the users.

FIG. 1 is a diagram illustrating an example of a system configuration according to an embodiment of the present disclosure. FIG. 1 is a diagram illustrating an example of a system configuration according to a first embodiment of the present disclosure. FIG. 2 is a diagram illustrating a configuration example of a center server in the first embodiment of the present disclosure. FIG. 2 is a diagram illustrating a configuration example of a center terminal according to the first embodiment of the present disclosure. FIG. 2 is a diagram illustrating an operation example of the information processing system according to the first embodiment of the present disclosure. FIG. 2 is a diagram illustrating an example of the operation of a center server in the first embodiment of the present disclosure. FIG. 4 is a diagram illustrating an example of the operation of a server according to the first embodiment of the present disclosure. FIG. 2 is a diagram illustrating an example of display content on a display screen of a terminal according to the first embodiment of the present disclosure. 11 is a diagram showing another example of the display content on the display screen of the terminal according to the first embodiment of the present disclosure. FIG. 11 is a diagram showing another example of the display content on the display screen of the terminal according to the first embodiment of the present disclosure. FIG. FIG. 11 is a diagram illustrating an operation example of an information processing system according to a second embodiment of the present disclosure. FIG. 11 is a diagram illustrating an example of the operation of a center server in the second embodiment of the present disclosure. FIG. 13 is a diagram illustrating an example of the operation of a center server in the third embodiment of the present disclosure. FIG. 13 is a diagram illustrating a configuration example of a center terminal according to a third embodiment of the present disclosure.

<Maintenance of confidentiality of communications>
It should be noted that the disclosure herein may be practiced subject to compliance with laws governing communications secrecy.

Embodiments of the present disclosure will be described with reference to the drawings.

<System Configuration>
Fig. 1 is a diagram showing a configuration of a communication system according to an embodiment of the present disclosure. As shown in Fig. 1, in the communication system 1, a server 10 and terminals 20 (20A, 20B, 20C) are connected via a network 30. The server 10 provides a service to the terminals 20 owned by users via the network 30, which enables transmission and reception of messages between the terminals 20. The number of terminals 20 connected to the network 30 is not limited.

The network 30 serves to connect one or more terminals 20 and one or more servers 10. In other words, the network 30 refers to a communication network that provides a connection path so that the terminals 20 can transmit and receive data after connecting to the server 10.

For example, one or more portions of network 30 may be a wired network or a wireless network. Network 30 may be an ad hoc network, an intranet, an extranet, a virtual private network (VPN), a local area network (LAN), a wireless LAN (WLAN), a wide area network (WAN), a wireless WAN (WWAN), a metropolitan area network (MAN), a portion of the Internet, a portion of the Public Switched Telephone Network (PSTN), a mobile telephone network, integrated service digital networks (ISDNs), or the like. networks), wireless LANs, LTE (long term evolution), CDMA (code division multiple access), Bluetooth (registered trademark), satellite communication, or a combination of two or more of these. However, in this disclosure, the network 30 is not limited to these. Also, the network 30 can include one or more networks 30.

The terminal 20 (20A, 20B, 20C) may be any information processing terminal capable of implementing the functions described in the following embodiments. The terminal 20 is typically a smartphone, and may also be a mobile phone (e.g., a feature phone), a computer (e.g., a desktop, a laptop, a tablet, etc.), a media computer platform (e.g., a cable or satellite set-top box, a digital video recorder), a handheld computer device (e.g., a personal digital assistant (PDA), an email client, etc.), a wearable device (a glasses-type device, a watch-type device, etc.), or another type of computer or communication platform. However, in this disclosure, the terminal 20 is not limited to these. The terminal 20 may also be expressed as an information processing terminal 20.

Since the configurations of terminals 20A, 20B, and 20C are basically the same, in the following description, they will be referred to as terminal 20, and where necessary, terminal A will be referred to as terminal 20A, terminal 20B as other terminal 20B, and terminal 20C as other terminal 20C.

The server 10 has a function of providing a predetermined service to the terminal 20. The server 10 may be any information processing device capable of implementing the functions described in the following embodiments. The server 10 is typically a server device, and may also include computers (e.g., desktops, laptops, tablets, etc.), media computer platforms (e.g., cable, satellite set-top boxes, digital video recorders), handheld computer devices (e.g., PDAs, email clients, etc.), or other types of computers or communication platforms. However, in this disclosure, the server 10 is not limited to these. The server 10 may also be expressed as an information processing device 10.

<Hardware (HW) configuration>
The HW configuration of each device included in the communication system 1 will be described with reference to FIG.

(1) Device hardware configuration

The terminal 20 includes a control device (CPU: central processing unit) 11, a storage device 28, a communication I/F (interface) 22, an input/output device 23, a display device 24, a microphone 25, a speaker 26, and a camera 27. The various components of the HW of the terminal 20 are interconnected, for example, via a bus B.

The communication I/F 22 transmits and receives various data via the network 30. The communication may be performed either wired or wirelessly, and any communication protocol may be used as long as the communication between the devices is possible.

The input/output device 23 includes a device for inputting various operations to the terminal 20, and a device for outputting the results of processing performed by the terminal 20. The input/output device 23 may be an integrated input device and an output device, or may be separate input device and output device.

The input device is realized by any one or combination of all types of devices that can accept input from a user and transmit information related to the input to the control device 21. The input device is typically realized by a touch panel or the like, detects contact with a pointing tool such as a user's finger or a stylus and the contact position, and transmits the coordinates of the contact position to the control device 21. On the other hand, the input device may be realized by an input/output device 23 other than a touch panel. Examples of input devices include hardware keys such as a keyboard, pointing devices such as a mouse, cameras (operation input via moving images), and microphones (operation input by voice). However, in the present disclosure, the input device is not limited to these.

The output device is realized by any one of or a combination of all types of devices capable of outputting the processing results processed by the control device 21. The output device is typically realized by a touch panel or the like. On the other hand, the output device may be realized by an output device other than a touch panel. For example, it may include a speaker (audio output), a lens (e.g., 3D (three dimensions) output or hologram output), a printer, etc. However, in the present disclosure, the output device is not limited to these.

The display device 24 is realized by any one of all types of devices or a combination thereof that can display according to the display data written to the frame buffer. The display device 24 is typically realized by a monitor (e.g., a liquid crystal display or an organic electroluminescence display (OELD)). The display device 24 may be a head mounted display (HDM). The display device 24 may also be realized by a device capable of displaying images, text information, etc., by projection mapping, holograms, or in air (which may be a vacuum). These display devices 24 may be capable of displaying display data in 3D. However, in the present disclosure, the display device 24 is not limited to these.

If the input/output device 23 is a touch panel, the input/output device 23 and the display device 24 may be arranged facing each other and have approximately the same size and shape.

The control device 21 has circuits that are physically structured to execute functions realized by the codes or instructions contained in the program, and is realized, for example, by a data processing device built into the hardware.

The control device 21 is typically a central processing unit (CPU), but may also be a microprocessor, a processor core, a multiprocessor, an application-specific integrated circuit (ASIC), or a field programmable gate array (FPGA). However, in this disclosure, the control device 21 is not limited to these.

The storage device 28 has a function of storing various programs and various data required for the operation of the terminal 20. The storage device 28 is realized by various storage media such as a hard disk drive (HDD), a solid state drive (SSD), a flash memory, a random access memory (RAM), and a read only memory (ROM). However, in this disclosure, the storage device 28 is not limited to these.

The terminal 20 stores the program P in the storage device 28, and by executing this program P, the control device 21 executes the processing of each part included in the control device 21. In other words, the program P stored in the storage device 28 causes the terminal 20 to realize each function executed by the control device 21.

The microphone 25 is used to input voice data. The speaker 26 is used to output voice data. The camera 27 is used to obtain video data.

(2) Hardware Configuration of Server The server 10 includes a control device (CPU) 11 , a storage device 15 , a communication I/F (interface) 14 , an input/output device 12 , and a display 13 .

The control device 11 has circuits that are physically structured to execute functions realized by the codes or instructions contained in the program, and is realized, for example, by a data processing device built into the hardware.

The control device 11 is typically a central processing unit (CPU), but may also be a microprocessor, a processor core, a multiprocessor, an ASIC, or an FPGA. However, in this disclosure, the control device 11 is not limited to these.

The storage device 15 has a function of storing various programs and various data required for the operation of the server 10. The storage device 15 is realized by various storage media such as a HDD, SSD, and flash memory. However, in this disclosure, the storage device 15 is not limited to these.

The communication I/F 14 transmits and receives various data via the network 30. The communication may be performed either wired or wirelessly, and any communication protocol may be used as long as the communication between the devices is possible.

The input/output device 12 is realized by a device that inputs various operations to the server 10. The input/output device 12 is realized by any of all types of devices or a combination of devices that can receive input from a user and transmit information related to the input to the control device 11. The input/output device 12 is typically realized by hardware keys such as a keyboard, or a pointing device such as a mouse. The input/output device 12 may include, for example, a touch panel, a camera (operation input via moving images), or a microphone (operation input by voice). However, in the present disclosure, the input/output device 12 is not limited to these.

The display 13 is typically realized by a monitor (e.g., a liquid crystal display or an organic electroluminescence display (OELD)). The display 13 may also be a head-mounted display (HDM) or the like. These displays 13 may be capable of displaying display data in 3D. However, in the present disclosure, the display 13 is not limited to these.

In this embodiment and in the embodiments described below, the CPU of the terminal 20 and/or the server 10 is assumed to execute the program P to achieve this.

In the terminal 20 and/or server 10, the control device 11 may realize each process not only by a CPU, but also by a logic circuit (hardware) formed in an integrated circuit (IC (Integrated Circuit) chip, LSI (Large Scale Integration)), or a dedicated circuit. These circuits may be realized by one or more integrated circuits, and the multiple processes shown in the above embodiment may be realized by one integrated circuit. Furthermore, LSIs may be called VLSIs, super LSIs, ultra LSIs, etc. depending on the degree of integration.

In addition, the program P (software program/computer program) of each embodiment of the present disclosure may be provided in a state stored in a computer-readable storage medium. The storage medium is a "non-transitory tangible medium" capable of storing the program.

The storage medium may include, where appropriate, one or more semiconductor-based or other integrated circuits (ICs) (e.g., field programmable gate arrays (FPGAs) or application specific ICs (ASICs)), hard disk drives (HDDs), hybrid hard drives (HHDs), optical disks, optical disk drives (ODDs), magneto-optical disks, magneto-optical drives, floppy diskettes, floppy disk drives (FDDs), magnetic tapes, solid state drives (SSDs), RAM drives, secure digital cards or drives, any other suitable storage media, or any suitable combination of two or more of these. The storage medium may be volatile, non-volatile, or a combination of volatile and non-volatile, where appropriate. It should be noted that the storage medium is not limited to these examples and may be any device or medium capable of storing the program P.

The terminal 20, for example, reads out a program P stored in a storage medium and executes the read out program P to realize the functions of the multiple functional units shown in the embodiment.

The program P of the present disclosure may be provided to the server 10 or the terminal 20 via any transmission medium capable of transmitting the program (such as a communication network or broadcast waves). The server 10 or the terminal 20 executes the program P downloaded, for example, via the Internet, to realize the functions of the multiple functional units described in the above embodiment.

This embodiment and the embodiments described below can also be realized in the form of a data signal embedded in a carrier wave, in which the program P is embodied by electronic transmission.

The programs disclosed herein can be implemented using, for example, scripting languages such as ActionScript and JavaScript (registered trademark), object-oriented programming languages such as Objective-C and Java (registered trademark), and markup languages such as HTML5. However, the present disclosure is not limited to these.

First Embodiment
In the first embodiment, when a center server 40 in a call center determines that it will take time to respond to an incoming call from a customer, it checks whether or not it is necessary to switch to responding via an instant messaging system. The contents described in the first embodiment are applicable to any of the embodiments described later.

Figure 2 is a diagram showing an example configuration of a communication system in the first embodiment of the present disclosure.

As shown in FIG. 2, the communication system includes a server 10, a terminal 20, a network 30, and a center server 40 and a center terminal 50 in a call center.

In FIG. 2, the server 10 is a device capable of providing an instant messenger service. The terminal 20 is a device owned by a customer. The center server 40 and the center terminal 50 are devices provided in, for example, a call center.

(Configuration example of center server 40)
The center server 40 is a device that accepts an incoming call from the terminal 20 and performs a predetermined process. The predetermined process is, for example, a process of automatically responding with a predetermined voice (automatic response process), a hold process, a process of transitioning to an instant messaging system, etc. The hold process is a process of connecting a line with the terminal 20 and waiting for a connection between the terminal 20 and the sensor terminal 50.

FIG. 3 is a diagram showing an example of the configuration of the center server 40. As shown in FIG. 3, the center server 40 includes an exchange 41 that receives incoming calls from the terminals 20, a control device 42, an input/output device 43, a display 44, a communication I/F 45, and a storage device 46. Note that in the example of FIG. 3, the exchange 41 is included in the center server 40, but the exchange 41 may be provided separately from the center server 40.

The exchange 41, for example, transfers the line to the terminal 20 to one of multiple transfer destinations. The transfer destination is, for example, the center terminal 50.

The exchange 41 is, for example, a Pbx (Private Branch exchange) or an UnPbx. The Pbx plays a role in connecting a line from the public telephone network to multiple on-premise telephones. The line from the public telephone network is, for example, a line from terminal 20. The multiple on-premise telephones are, for example, a center terminal 50 used by an operator in a call center, or multiple telephones owned by a company, etc. The Pbx transfers the line from the public telephone network to one of the multiple on-premise telephones.

UnPbx executes the functions of Pbx on a computer using software. UnPbx can flexibly and efficiently operate the functions of Pbx using software.

The exchange 41, for example, transfers the line with the terminal 20 to the center terminal 50 specified by the control device 42. The exchange 41 may also transfer the line with the terminal 20 to the center terminal 50 according to a predetermined rule. The predetermined rule may be, for example, to randomly transfer the call to one of the center terminals 50 that can respond to the incoming call.

When a call is received from terminal 20, the control device 42 determines the center terminal 50 to which the line to terminal 20 should be transferred, and instructs the exchange 41 to transfer the call to the determined center terminal 50. In addition, when none of the multiple center terminals 50 can handle the call from terminal 20, the control device 42 instructs the exchange 41 to perform automatic response processing.

The control device 42 has circuitry that is physically structured to execute the functions realized by the codes or instructions contained in the program, and is realized, for example, by a data processing device built into the hardware.

The control device 42 is typically a central processing unit (CPU), but may also be a microprocessor, a processor core, a multiprocessor, an ASIC, or an FPGA. However, in this disclosure, the control device 42 is not limited to these.

The control device 42 includes a calculation unit 420, a determination unit 421, a request unit 422, and a display processing unit 423.

When an incoming call is received from a terminal 20, the calculation unit 420 calculates the time (waiting time) required to connect the terminal 20 and the center terminal 50. For example, the calculation unit 420 calculates the waiting time according to the number of other terminals 20 waiting for connection and the number of center terminals 50 in operation. Note that the calculation unit 420 may calculate the waiting time in any manner, and may calculate the waiting time from the average value of past waiting times during the time period when the incoming call was received from the terminal 20.

Note that if the center terminal 50 can be connected to immediately, the calculation unit 420 may not need to calculate the waiting time, or may calculate the waiting time to be "zero."

If the waiting time calculated by the calculation unit 420 is within a predetermined time, the determination unit 421 determines the center terminal 50 to connect to the terminal 20. The determination unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20.

When the waiting time calculated by the calculation unit 420 exceeds a predetermined time, the determination unit 421 determines to perform a process of automatically responding with a predetermined voice (automatic response process). The predetermined time is determined in advance and may be any length, such as three minutes. When the determination unit 421 determines to perform automatic response process, it plays the predetermined voice via the switchboard 41.

In the first embodiment of the present disclosure, the predetermined voice includes content for confirming whether or not to use the instant messaging system. The predetermined voice is, for example, "We are currently experiencing a high volume of phone calls, so it will take a little while for us to connect you. We can also provide support via our instant messaging system. If you would like to wait, please press "1." If you would like to inquire via the instant messaging system, please press "2." In the predetermined voice, the content for confirming whether or not to use the instant messaging system is, "We can also provide support via our instant messaging system. If you would like to wait, please press "1." If you would like to inquire via the instant messaging system, please press "2."

The predetermined voice is not limited to the above example, and may have any content as long as it includes content for confirming whether or not to use the instant messaging system. The predetermined voice may also include, for example, the waiting time calculated by the calculation unit 420.

The decision unit 421 receives a response from the terminal 20 in response to the predetermined response via the exchange 41. The decision unit 421 decides whether or not to use the instant messaging system based on the response result. If the response result from the terminal 20 is a negative response to the use of the instant messaging system, the decision unit 421 decides to perform a hold process for the line to the terminal 20. A negative response is, for example, when the user of the terminal 20 presses "1" in response to the above-mentioned predetermined voice.

On the other hand, if the answer to the question about the use of the instant messaging system is affirmative, the decision unit 421 makes a request to the server 10 to confirm whether the instant messaging system of the terminal 20 can be used. An affirmative answer is, for example, when the user of the terminal 20 presses "2" in response to the above-mentioned predetermined voice. The request to confirm whether the instant messaging system of the terminal 20 can be used is a request to confirm whether the terminal 20 can use the instant messaging system in the first place, and is determined, for example, by whether information about the terminal 20 has been registered in the instant messaging system.

After that, when the determination unit 421 receives a response from the server 10 that the instant messaging system is available, it determines, from among the multiple center terminals 50, a center terminal 50 that will send and receive messages with the terminal 20 via the instant messaging system. Then, the determination unit 421 executes transmission of a message to the terminal 20 using the instant messaging system via the communication I/F 45. In other words, the response that the instant messaging system is available is information that triggers the terminal 20 to send a message using the instant messaging system.

On the other hand, when the decision unit 421 receives a response from the server 10 that the instant messaging system is unavailable, it decides to perform a hold process for the line to the terminal 20. In this case, the decision unit 421 may play, via the exchange 41, a sound notifying the terminal 20 that the instant messaging system is unavailable. The decision unit 421 performs the hold process after playing the sound notifying the terminal 20 that the instant messaging system is unavailable. In other words, the response that the instant messaging system is unavailable is information that triggers the playback of the sound notifying the terminal 20 that the instant messaging system is unavailable, and is also information that triggers the hold process.

The audio notifying that the instant messaging system is unavailable includes, for example, content indicating that the instant messaging system is unavailable. The audio notifying that the instant messaging system is unavailable is, for example, "We have failed to connect to your instant messaging system. Please check the phone number settings in the instant messaging system and contact us again, or please wait a moment."

The audio notifying the user that the instant messaging system is unavailable is not limited to the above example, and may be of any content as long as it includes information indicating that the instant messaging system is unavailable.

Based on a request from the determination unit 421, the request unit 422 notifies the server 10 of a confirmation request including the telephone number of the terminal 20. The confirmation request may include the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc.

The display processing unit 423 displays the display data via the display 44. The display processing unit 423 has a function of converting the display data into pixel information and writing it to the frame buffer of the display 44.

The input/output device 43 is realized by a device that inputs various operations to the center server 40. The input/output device 43 is realized by any of all types of devices or a combination of devices that can accept input from a user and transmit information related to the input to the control device 42. The input/output device 43 is typically realized by hardware keys such as a keyboard, or a pointing device such as a mouse. The input/output device 43 may include, for example, a touch panel, a camera (operation input via moving images), or a microphone (operation input by voice). However, in the present disclosure, the input/output device 43 is not limited to these.

The display 44 is typically realized by a monitor (e.g., a liquid crystal display or an organic electroluminescence display (OELD)). The display 44 may also be a head-mounted display (HDM) or the like. These displays 44 may be capable of displaying display data in 3D. However, in the present disclosure, the display 44 is not limited to these.

The communication I/F 45 transmits and receives various data via the network 30. The communication may be performed either wired or wirelessly, and any communication protocol may be used as long as the communication between the devices is possible.

The storage device 46 has the function of storing various programs and data required for the operation of the center server 40. The storage device 46 is realized by various storage media such as HDD, SSD, and flash memory. However, in this disclosure, the storage device 46 is not limited to these.

(Configuration Example of Center Terminal 50)
Fig. 4 is a diagram showing an example of the configuration of the center terminal 50. As shown in Fig. 4, the center terminal 50 includes a control device 51, an input/output device 52, a display 53, a communication I/F 54, and a storage device 55.

As shown in FIG. 4, the control device 51 includes a display processing unit 510 and a response processing unit 511.

The display processing unit 510 displays the display data via the display 53. The display processing unit 510 has a function of converting the display data into pixel information and writing it to the frame buffer of the display 53.

The response processing unit 511 executes processing for responding to an incoming call from the terminal 20. The response processing unit 511 establishes a connection with the terminal 20 via a telephone line. As a result, a call can be made between the center terminal 50 and the terminal 20 via the telephone line. Furthermore, when sending and receiving messages with the terminal 20 via an instant messaging system, or when answering a phone call via the instant messaging system, the response processing unit 511 establishes a connection with the terminal 20 via a communication line. As a result, communication can be made between the center terminal 50 and the terminal 20 via the communication line.

The response processing unit 511 transmits voice data input from the input/output device 52, data input using a keyboard, and the like, to the terminal 20 via a telephone line or a communication line. For example, the response processing unit 511 transmits data input from the input/output device 52 by an operator at a call center or the like, to the terminal 20.

When the center server 40 instructs the response processing unit 511 to respond via a telephone line, it performs a call with the terminal 20 via the telephone line.

On the other hand, when the response processing unit 511 is instructed by the center server 40 to send or receive a message using an instant messaging system, it sends a message to the terminal 20 using the instant messaging system.

The input/output device 52 is realized by a device that inputs various operations to the center terminal 50. The input/output device 52 is realized by any of all types of devices or a combination of devices that can receive input from a user and transmit information related to the input to the control device 51. The input/output device 52 is typically realized by hardware keys such as a keyboard, or a pointing device such as a mouse. The input/output device 52 may include, for example, a touch panel, a camera (operation input via moving images), or a microphone (operation input by voice). However, in the present disclosure, the input/output device 52 is not limited to these.

The display 53 is typically realized by a monitor (e.g., a liquid crystal display or an organic electroluminescence display (OELD)). The display 53 may also be a head-mounted display (HDM) or the like. These displays 53 may be capable of displaying display data in 3D. However, in the present disclosure, the display 53 is not limited to these.

The communication I/F 54 transmits and receives various data via the exchange 41 of the center server 40 and the network 30. The communication may be performed either wired or wirelessly, and any communication protocol may be used as long as the communication between the devices is possible.

The storage device 55 has a function of storing various programs and various data required for the operation of the center terminal 50. The storage device 55 is realized by various storage media such as a HDD, SSD, and flash memory. However, in this disclosure, the storage device 55 is not limited to these.

(Example of configuration of server 10)
1, the server 10 includes a storage device 15. The storage device 15 includes information about the terminal 20 registered in the instant messaging system provided by the server 10. The information about the terminal 20 is, for example, the telephone number of the terminal 20. The storage device 15 stores, for example, an identifier (user identifier) that can uniquely identify the user of the terminal 20 in the instant messaging system, in association with the telephone number of the terminal 20. Note that the information about the terminal 20 is not limited to the telephone number.

The information about the terminal 20 stored in the storage device 15 is information that the user inputs when registering with the instant messaging system. In addition, the information about the terminal 20 may be information that is automatically obtained from the terminal 20 of a user who is registered with the instant messaging system, with the permission of the user.

Also, as shown in FIG. 1, the control device 11 of the server 10 includes a search unit 110, a display processing unit 111, and a generation unit 112.

When the search unit 110 receives a request to confirm whether the instant messaging system is available, the search unit 110 searches whether information about the terminal 20 requested in the confirmation request is stored in the storage device 15. For example, the search unit 110 searches whether the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15 based on the telephone number of the terminal 20.

When the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, the search unit 110 notifies the center server 40 that the terminal 20 can use the instant messaging system. On the other hand, when the telephone number of the terminal 20 included in the confirmation request is not stored in the storage device 15, the search unit 110 notifies the center server 40 that the terminal 20 cannot use the instant messaging system.

The display processing unit 111 displays the display data via the display device 14. The display processing unit 111 has the function of converting the display data into pixel information and writing it to the frame buffer of the display device 14.

The generation unit 112 receives a message from the terminal 20 or the center terminal 50, and generates display data for displaying the contents of the message on the display device 24 of the terminal 20 and/or the display device 54 of the center terminal 50. The generation unit 112 notifies the terminal 20 and/or the center terminal 50 of the generated display data via the communication I/F 14.

(Example of operation)
FIG. 5 is a sequence diagram illustrating an example of the operation of the information processing system in the first embodiment of the present disclosure.

The terminal 20 makes a call to the call center (S1001) and connects to the center server 40.

The center server 40 calculates the time (waiting time) required to connect the terminal 20 to the center terminal 50 (S1002). If the calculated waiting time exceeds a predetermined time, the center server 40 then inquires whether the instant messaging system can be used (S1003).

When the terminal 20 receives an inquiry about availability, it notifies the user, for example, that it will use the instant messaging system (S1004).

The center server 40 notifies the server 10 of a confirmation request including the telephone number of the terminal 20 (S1005). The confirmation request may include the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc.

The server 10 searches for the existence of an account corresponding to the telephone number included in the confirmation request (S1006).

The server 10 may inquire whether or not to consent to the use of the instant messaging system (S1007). In this case, the terminal 20 notifies the user of the answer that the user consents to the use of the instant messaging system (S1008). The process of inquiring whether or not to consent to the use of the instant messaging system may be omitted.

Then, the server 10 transmits a message to the terminal 20 (S1009). The server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and transmits the message to the terminal 20 with the source being an instant messenger account associated with the center terminal 50 or the center server 40.

In response to the received message, the terminal 20 creates a message with the center server 40 as the destination (S1010) and sends it to the server 10 (S1011).

The server 10 notifies the center server 40 of the message received from the terminal 20 (S1012).

Figure 6 is a flowchart showing an example of the operation of the center server 40 in the first embodiment of the present disclosure.

The exchange 41 of the center server 40 receives an incoming call from the terminal 20 (S101).

When an incoming call is received from a terminal 20, the calculation unit 420 of the center server 40 calculates the time (waiting time) required to connect the terminal 20 to the center terminal 50 (S102).

The determination unit 421 determines whether the waiting time calculated by the calculation unit 420 is within a predetermined time (S103).

If it is within the predetermined time (YES in S103), the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S104). Then, the determination unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S105). As a result, the center terminal 50 makes a call with the terminal 20 over the telephone line.

On the other hand, if the predetermined time is exceeded (NO in S103), the decision unit 421 decides to perform a process of automatically responding with a predetermined voice (automatic response process) and plays the predetermined voice (S106). After that, the decision unit 421 receives a response to the predetermined response from the terminal 20 (S107), and decides whether or not to use the instant messaging system (S108).

If the response from the terminal 20 is a negative response to the use of the instant messaging system (NO in S108), the determination unit 421 determines to put the line to the terminal 20 on hold (S109). Then, when the center terminal 50 becomes available to respond, the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S105), and requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S106). Then, the center terminal 50 makes a call with the terminal 20 over the telephone line (S107).

If the answer is affirmative regarding the use of the instant messaging system (YES in S108), the decision unit 421 requests the server 10 to confirm whether the instant messaging system of the terminal 20 can be used (S110).

Then, a response as to whether the instant messaging system can be used is received from the server 10 (S111), and a decision is made as to whether the instant messaging system can be used (S112).

When the determination unit 421 of the center server 40 receives a response from the server 10 indicating that the instant messaging system is unavailable (NO in S112), it determines to put the line to the terminal 20 on hold (S109). Then, when the center terminal 50 becomes available to respond, the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S105), and requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S106). Then, the center terminal 50 makes a call with the terminal 20 over the telephone line (S107).

On the other hand, when the determination unit 421 receives a response from the server 10 indicating that the instant messaging system is available (YES in S112), it determines, from among the multiple center terminals 50, a center terminal 50 that will send and receive messages with the terminal 20 via the instant messaging system (S113). The determination unit 421 may instruct the determined sensor terminal 50 to send a message to the terminal 20 using the instant messaging system (S114). The center terminal 50 may then send a message to the terminal 20 using the instant messaging system (S115).

Figure 7 is a flowchart showing an example of the operation of the server 10 in the first embodiment of the present disclosure. The example in Figure 7 is an example of the operation when the server 10 receives a request from the center server 40 to confirm whether the instant messaging system is available.

The search unit 110 of the server 10 receives a request to confirm whether the instant messaging system is available (S201), and searches whether information about the terminal 20 requested in the confirmation request is stored in the storage device 15 (S202).

If the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15 (YES in S202), the search unit 110 transmits a message to the terminal 20 (S203). The server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and transmits the message to the terminal 20 with the instant messenger account associated with the center terminal 50 or the center server 40 as the source.

The server 10 may inquire whether or not to consent to the use of the instant messaging system prior to sending the message (S203). In this case, the terminal 20 notifies the user of the answer that the user consents to the use of the instant messaging system. The process of inquiring whether or not to consent to the use of the instant messaging system may be omitted.

Then, the server 10 notifies the center server 40 of the message received from the terminal 20 (S205).

On the other hand, if the telephone number of the terminal 20 included in the confirmation request is not stored in the storage device 15 (NO in S202), the search unit 110 notifies the center server 40 that the terminal 20 cannot use the instant messaging system (S204).

The search unit 110 may also notify the center server 40 of a response that the instant messaging system is available after the user using the terminal 20 gives consent to use of the instant messaging system at the terminal 20. More specifically, for example, if the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, a request is made to the terminal 20 for consent to use of the instant messaging system, and if consent is selected by the terminal 20, a response that the instant messaging system is available is notified to the center server 40 from the terminal 20 via the server 10. This makes it possible to prevent a message from being sent to the wrong user even if a user identifier and a telephone number are associated with different values.

In addition, if the confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc., the server 10 may set the identifier in the instant messaging system of the terminal 20 as the destination, and send a message to the terminal 20 with the instant messenger account associated with the center terminal 50 or the center server 40 as the sender.

<Modification 1>
A first modified example of the first embodiment of the present disclosure is a modified example in which the center terminal 50 allows the user of the terminal 20 to select the content of the inquiry in a message sent by the center terminal 50 to the terminal 20 via an instant messaging system. To this end, the center terminal 50 sends a message to the terminal 20 for allowing the user to select the content of the inquiry from a plurality of categories.

The user of the terminal 20 can select the content of the inquiry from the message displayed in the talk room, so the user does not need to enter the content of the inquiry as a message, which increases convenience.

When the center server 40 instructs the response processing unit 511 to send or receive a message using an instant messaging system, the response processing unit 511 sends a message to the terminal 20 using the instant messaging system.

The message sent to the terminal 20 includes content that allows the user to select the subject matter they wish to inquire about.

Figure 8 is an example of a display screen displayed on the display device 24 of the terminal 20 in variant example 1. As shown in Figure 8, the message from the center terminal 50 lists inquiry items in multiple categories and asks the user of the terminal 20 to select one of them.

For example, a message from the center terminal 50 may include four categories: (1) Payment of fees, (2) Equipment malfunction, (3) Contract details, and (4) Other. Note that the multiple categories included in the message are not limited to these, and may be any category or number of categories.

The user of terminal 20 uses input/output device 23 to input a message in response to the message from center terminal 50. For example, the user of terminal 20 uses input/output device 23 to input the message "(1)."

In addition, if the message contains a link (tag) that allows the user of terminal 20 to select multiple genres, the user may select that link (tag).

Then, the user (operator) of the center terminal 50 sends a detailed message to respond to the inquiry, according to the genre selected by the user of the terminal 20. The user (operator) of the center terminal 50 may create a message using a predetermined template and send the message. The predetermined template contains answers to frequently asked questions for each of a number of genres, and the user of the center terminal 50 can respond to the inquiry without having to enter a message by selecting the predetermined template. The predetermined template may also be provided as a recommendation for the contents of the document received from the user of the terminal 20, specifically for specific words.

In addition, it is desirable that the message sent by the center terminal 50 be written in a way that allows the user of the terminal 20 to answer by selecting from options, in order to reduce the need for the user to input long sentences.

As described above, in variant 1, the user of terminal 20 can select the content of the inquiry from the message displayed in the talk room, so the user does not need to enter the content of the inquiry as a message, which increases convenience and reduces the amount of communication data, thereby reducing the load on the server and terminal.

<Modification 2>
The second modification of the first embodiment of the present disclosure is a modification in which the user of the terminal 20 transmits the contents of the inquiry to the center terminal 50 in advance as a message via an instant messaging system.

Because the user of terminal 20 sends the inquiry in advance, the user (operator) of center terminal 50 can quickly understand the inquiry, shortening the time it takes to respond.

When the center server 40 instructs the response processing unit 511 of the center terminal 50 to send or receive a message using an instant messaging system, the response processing unit 511 sends a message to the terminal 20 using the instant messaging system. Alternatively, the center server 40, after determining the center terminal 50, sends a message to the terminal 20 using the instant messaging system.

The message sent to terminal 20 includes a request to the user of terminal 20 to enter the inquiry content.

Figure 9 is an example of a display screen displayed on the display device 24 of the terminal 20 in variant example 2. As shown in Figure 9, the message from the center terminal 50 includes content requesting that you enter the details of your inquiry. For example, the message from the center terminal 50 may state, "An operator will respond shortly, so please enter the details of your inquiry briefly." Note that the content written in the message is not limited to this example and may be anything.

The user of terminal 20 uses input/output device 23 to input the contents of an inquiry in response to a message from center terminal 50. For example, the user of terminal 20 uses input/output device 23 to input a message such as "The fee could not be debited. What should I do?"

Then, the user (operator) of the center terminal 50 sends a message with detailed content to respond to the inquiry, based on the inquiry content entered by the user of the terminal 20. The user (operator) of the center terminal 50 may create a message using a predetermined template and send the message.

In addition, it is desirable that the message sent by the center terminal 50 be written in a way that allows the user of the terminal 20 to answer by selecting from options, in order to reduce the need for the user to input long sentences.

As described above, the user of terminal 20 transmits the inquiry in advance, so the user (operator) of center terminal 50 can quickly understand the inquiry, shortening the time it takes to respond.

<Modification 3>
The third modification of the first embodiment of the present disclosure is a modification in which, when the response by the instant messaging system is completed, a message for requesting "adding as a friend" is transmitted to the terminal 20.

In an instant messaging system, when a user "adds" another user as a friend, an icon corresponding to that other user is displayed in the list of other users displayed on the user's terminal 20. As a result, the user can start an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in variant example 3 of the second embodiment of the present disclosure, the center server 40 or the center terminal 50 can request the user of the terminal 20 to "add as a friend," so that the next time the user can connect to the center server 40 or the center terminal 50 using an instant messaging system without making a phone call.

After completing the response via the instant messaging system, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to the terminal 20 requesting that the terminal 20 be added as a friend. The message may include, for example, a link (tag) that automatically executes the process of adding a friend when the user of the terminal 20 selects the link (tag).

The message sent by the center terminal 50 may also include content about benefits that can be obtained by "adding a friend." For example, benefits may include the free use of "stamps" (icons that can be displayed in a chat room) created by a company.

Figure 10 is an example of a display screen displayed on the display device 24 of the terminal 20 in variant example 3. As shown in Figure 10, the message from the center terminal 50 includes a message requesting "add as friend." For example, the message from the center terminal 50 may state, "Thank you for your inquiry today. If you would like, please add our call center as a friend. From next time, you will be able to make inquiries by message. Thank you." Note that the content written in the message is not limited to this example and may be anything.

The message from the center terminal 50 may also include information about the benefits, such as, "You can now use our original stamps for free."

The user of terminal 20 can add a company to their friends list by approving the "add as friend" request from the center terminal 50 based on a message requesting "add as friend" that is displayed in the chat room.

Therefore, the user of terminal 20 can select the company on the friend list and start talking to connect to the center terminal 50 without making a phone call and request assistance.

<Modification 4>
The fourth modified example of the first embodiment of the present disclosure is a modified example in which response is switched from an instant messaging system to response by telephone.

In an instant messaging system, when a user of terminal 20 selects telephone switching, a call request is sent based on the identifier of center terminal 50. The call request may be a call request via a telephone line or a call request via Voip (Voice over Internet Protocol).

Second Embodiment
The second embodiment is an embodiment in which, when the center server 40 or the center terminal 50 in the call center determines that it will take some time to respond to an incoming call from a terminal 20, the call is temporarily ended, and when the terminal 20 becomes available to respond, the center server 40 or the center terminal 50 notifies the terminal 20 of the availability of the call through an instant messaging system. The contents described in the second embodiment are also applicable to the first embodiment and the following embodiments.

The call center can end the call once, reducing the cost of the call by keeping the call on hold, while the user of the terminal 20 can receive a message when the call becomes available and can start talking to an operator, eliminating the need to keep waiting on hold.

(Configuration example)
In the second embodiment of the present disclosure, a configuration example of the center server 40 is similar to the configuration example of the center server 40 of the first embodiment shown in Fig. 3, so a detailed description thereof will be omitted. Also, in the second embodiment of the present disclosure, a configuration example of the center terminal 50 is similar to the configuration example of the center terminal 50 of the first embodiment shown in Fig. 3, so a detailed description thereof will be omitted.

When the waiting time calculated by the calculation unit 420 exceeds a predetermined time, the decision unit 421 of the center server 40 decides to perform a process of automatically responding with a predetermined voice (automatic response process). The predetermined time is determined in advance and may be any length, such as three minutes. When the decision unit 421 decides to perform automatic response process, it plays the predetermined voice via the switchboard 41.

In the second embodiment of the present disclosure, the predetermined voice includes content for confirming a desire to be notified of the waiting time via the instant messaging system. The predetermined voice is, for example, "We are currently experiencing a high volume of phone calls, and it will take some time before we connect you. If you would like to wait, press "1." If you would like to be notified via the instant messaging system as soon as an operator is available, press "2." In the predetermined voice, the content for confirming a desire to be notified of the waiting time via the instant messaging system is, "If you would like to wait, press "1." If you would like to be notified via the instant messaging system as soon as an operator is available, press "2."

The predetermined voice is not limited to the above example, and may have any content as long as it includes content for confirming a desire to be notified of the waiting time by the instant messaging system. The predetermined voice may also include, for example, the waiting time calculated by the calculation unit 420.

The decision unit 421 receives a response from the terminal 20 in response to the predetermined response via the switch 41. The decision unit 421 decides whether or not to notify the waiting time via the instant messaging system based on the response result. If the response result from the terminal 20 indicates that the user does not wish to be notified of the waiting time via the instant messaging system, the decision unit 421 decides to perform a hold process for the line to the terminal 20. An example of a response indicating that no notification is desired is when the user of the terminal 20 presses "1" in response to the above-mentioned predetermined voice.

On the other hand, if the answer indicates a desire to be notified of the waiting time via the instant messaging system, the decision unit 421 makes a request to the server 10 to confirm whether or not a specified notification using the instant messaging system is possible for the terminal 20. An answer indicating a desire to be notified is, for example, when the user of the terminal 20 presses "2" in response to the above-mentioned specified voice. The request to confirm whether or not a specified notification using the instant messaging system is possible for the terminal 20 is determined, for example, by whether or not information about the terminal 20 has been registered in the instant messaging system. It may also be a request to confirm whether or not the terminal 20 can use the instant messaging system in the first place.

When the determination unit 421 receives a response from the server 10 indicating that a specific notification using the instant messaging system is not possible, the determination unit 421 determines to perform a hold process for the line to the terminal 20. In this case, the determination unit 421 may play, via the exchange 41, a sound notifying that the instant messaging system is not available. The determination unit 421 performs the hold process after playing the sound notifying that the instant messaging system is not available.

The audio notifying that the instant messaging system is unavailable includes, for example, content indicating that the instant messaging system is unavailable. The audio notifying that the instant messaging system is unavailable is, for example, "We have failed to connect to your instant messaging system. Please check the phone number settings in the instant messaging system and contact us again, or please wait a moment."

The audio notifying the user that the instant messaging system is unavailable is not limited to the above example, and may be of any content as long as it includes information indicating that the instant messaging system is unavailable.

When the determination unit 421 receives a response from the server 10 indicating that a specified notification is possible using the instant messaging system, the determination unit 421 plays a voice response indicating that the notification will be made from the instant messaging system via the exchange 41. After playing the voice, the determination unit 421 terminates the connection of the terminal 20 via the telephone line.

The voice replying to the message that a notification will be sent via the instant messaging system might say, for example, "We have confirmed that you are registered with our instant messaging system. As soon as an operator is available to connect you, we will notify you via the instant messaging system, so please hang up and wait."

The voice replying that a notification will be sent from the instant messaging system is not limited to the above example, and may be of any content as long as it includes content indicating that a notification will be sent from the instant messaging system.

Then, when the center terminal 50 becomes available to respond, the determination unit 421 determines the center terminal 50 to connect to the terminal 20. The determination unit 421 executes transmission of a message to the terminal 20 using an instant messaging system via the communication I/F 45.

When the center server 40 instructs the response processing unit 511 of the center terminal 50 to respond via a telephone line, the response processing unit 511 makes a call via the telephone line with the terminal 20.

Meanwhile, the response processing unit 511 of the center terminal 50 transmits a message to the terminal 20 based on instructions from the center server 40. The message to the terminal 20 includes a content indicating that "connection to an operator is now possible." The message may also include a content indicating that "the center terminal 50 will make a call to the terminal 20." The message may also include a content for confirming "whether or not it is okay to call the terminal 20 back from the center terminal 50."

The message sent from the sensor terminal 50 to the terminal 20 may contain any content, for example, a request from the terminal 20 to call back.

(Example of operation)
FIG. 11 is a sequence diagram illustrating an example of the operation of the information processing system in the first embodiment of the present disclosure.

The terminal 20 makes a call to the call center (S2001) and connects to the center server 40.

The center server 40 calculates the time (waiting time) required to connect the terminal 20 to the center terminal 50 (S2002). If the calculated waiting time exceeds a predetermined time, the center server 40 then inquires whether the instant messaging system can be used (S2003).

When the terminal 20 receives an inquiry about availability, it notifies the user, for example, that the instant messaging system will be used (S2004).

The center server 40 notifies the server 10 of a confirmation request including the telephone number of the terminal 20 (S2005). The confirmation request may include the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc.

The server 10 searches for the existence of an account corresponding to the telephone number included in the confirmation request (S2006).

Then, the server 10 transmits a message to the terminal 20 (S2007). The server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and transmits the message to the terminal 20 with the source being an instant messenger account associated with the center terminal 50 or the center server 40.

When the center server 40 is able to respond to the terminal 20, it notifies the server 10 that it is able to respond (S2008).

When the server 10 receives a notification indicating that it is able to respond, it sends a message to the terminal 20. The message sent to the terminal 20 includes content indicating that it is now possible to connect to an operator.

When the terminal 20 receives the message, it calls the call center (S2010) and connects to the center server 40.

Figure 12 is a flowchart showing an example of the operation of the center server 40 in the second embodiment of the present disclosure.

The exchange 41 of the center server 40 receives an incoming call from the terminal 20 (S301).

When an incoming call is received from a terminal 20, the calculation unit 420 of the center server 40 calculates the time (waiting time) required to connect the terminal 20 to the center terminal 50 (S302).

The determination unit 421 determines whether the waiting time calculated by the calculation unit 420 is within a predetermined time (S303).

If it is within the predetermined time (YES in S303), the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S304). Then, the determination unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S305). As a result, the center terminal 50 makes a call with the terminal 20 over the telephone line.

On the other hand, if the predetermined time is exceeded (NO in S303), the decision unit 421 decides to perform a process of automatically responding with a predetermined voice (automatic response process) and plays the predetermined voice (S306). After that, the decision unit 421 receives a response to the predetermined response from the terminal 20 (S307), and decides whether or not to use the instant messaging system (S308).

If the response from the terminal 20 is a negative response to the use of the instant messaging system (NO in S308), the determination unit 421 determines to put the line to the terminal 20 on hold (S309). Then, when the center terminal 50 becomes available to respond, the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S305), and requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S306). Then, the center terminal 50 makes a call with the terminal 20 over the telephone line (S307).

If the answer is positive regarding the use of the instant messaging system (YES in S308), the decision unit 421 responds to the server 10 indicating that it will make a confirmation request as to whether or not a specified notification is possible using the instant messaging system (S310).

Thereafter, a response is received from the server 10 as to whether or not a specified notification is possible using the instant messaging system (S311), and a decision is made as to whether or not the specified notification is possible using the instant messaging system (S312).

When the determination unit 421 of the center server 40 receives a response from the server 10 indicating that a specified notification using the instant messaging system is not possible (NO in S312), it determines to put the line to the terminal 20 on hold (S309). Then, when the center terminal 50 becomes available to respond, the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S305), and requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S306). Then, the center terminal 50 makes a call with the terminal 20 over the telephone line (S307).

When the determination unit 421 receives a response from the server 10 indicating that a specified notification is possible using the instant messaging system (YES in S312), it plays a voice response indicating that the notification will be made from the instant messaging system via the exchange 41 (S313). After playing the voice, the determination unit 421 terminates the connection of the terminal 20 via the telephone line (S314).

Then, when the center terminal 50 becomes able to respond (S315), the determination unit 421 determines the center terminal 50 to connect to the terminal 20 (S316). The determination unit 421 instructs the determined sensor terminal 50 to send a message to the terminal 20 using the instant messaging system (S317).

An example of the operation of the server 10 is similar to that of embodiment 1 of the present disclosure shown in FIG. 7, and therefore a detailed description is omitted.

The search unit 110 of the server 10 may notify the center server 40 of a response that the instant messaging system is available after the user using the terminal 20 gives consent to use of the instant messaging system on the terminal 20. More specifically, for example, if the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, a request is made to the terminal 20 for consent to use of the instant messaging system, and if consent is selected by the terminal 20, a response that the instant messaging system is available is notified to the center server 40 from the terminal 20 via the server 10. This makes it possible to prevent a message from being sent to the wrong user even if a user identifier and a telephone number are associated with different values.

In addition, if the confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc., the server 10 may set the identifier in the instant messaging system of the terminal 20 as the destination, and send a message to the terminal 20 with the instant messenger account associated with the center terminal 50 or the center server 40 as the sender.

As described above, in the second embodiment, when the center server 40 determines that it will take some time to respond to an incoming call from a terminal 20, it notifies the terminal 20 that it is available to respond via an instant messaging system when it becomes available. This allows the user of the terminal 20 to receive a message when it becomes available and to start talking to an operator, eliminating the need to keep the call on hold. In addition, the call center can end the call once, reducing the cost of the call due to the call being kept on hold.

<Modification 1>
Variation example 1 of the second embodiment of the present disclosure is a variation example in which, when a center terminal 50 sends a message to a terminal 20, if the message is not marked as "read," the center terminal 50 repeatedly notifies the terminal 20 of the message until the message is marked as "read."

The center terminal 50 repeatedly resends the message until it receives read information, so that the user of the terminal 20 can be prompted to check the message, and the user can be reliably notified that they can connect to an operator.

The response processing unit 511 of the center terminal 50 sends a message to the terminal 20 based on instructions from the center server 40. The message to the terminal 20 includes content indicating that "connection to an operator is now possible."

Here, when the transmitted message is displayed on the screen (talk room) of the terminal 20, the communication I/F 54 of the center terminal 50 receives read information from the server 10. The read information is information indicating that the transmitted message is displayed on the screen (talk room) of the terminal 20. Here, "read" indicates that a specific message is displayed on the screen (talk room) of the terminal 20. On the other hand, "unread" indicates that the message has not yet been displayed on the screen (talk room).

In response to receiving the read information, the display processing unit 510 of the center terminal 50 generates display data for displaying the word "read" around the message corresponding to the read information among the messages displayed in the talk room. For example, the display processing unit 510 generates display data for displaying the word "read" to the left of the message corresponding to the read information, in a smaller font than the message.

When the word "read" is displayed in the message sent to the terminal 20, the center terminal 50 starts a connection to the terminal 20 via a telephone line.

If the word "read" is not displayed in the message sent to the terminal 20 even after a predetermined time has elapsed, the response processing unit 511 of the center terminal 50 resends the message to the terminal 20. The predetermined time is determined in advance and may be any length, for example, three minutes.

The response processing unit 511 of the center terminal 50 may repeatedly resend the message every time a predetermined time has elapsed.

The center terminal 50 repeatedly resends the message until it receives read information, so that the user of the terminal 20 can be prompted to check the message, and the user can be reliably notified that they can connect to an operator.

<Modification 2>
A second modification of the second embodiment of the present disclosure is a modification in which, when the response by the instant messaging system is completed, a message for requesting "adding as a friend" is transmitted to the terminal 20.

In an instant messaging system, when a user "adds" another user as a friend, an icon corresponding to that other user is displayed in the list of other users displayed on the user's terminal 20. As a result, the user can start an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in variant example 2 of the second embodiment of the present disclosure, the center server 40 or the center terminal 50 can request the user of the terminal 20 to "add as a friend," so that the next time the user can connect to the center server 40 or the center terminal 50 using an instant messaging system without making a phone call.

After completing the response via the instant messaging system, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to the terminal 20 requesting that the terminal 20 be added as a friend. The message may include, for example, a link (tag) that automatically executes the process of adding a friend when the user of the terminal 20 selects the link (tag).

The message sent by the center terminal 50 may also include content about benefits that can be obtained by "adding a friend." For example, benefits may include the free use of "stamps" (icons that can be displayed in a chat room) created by a company.

The user of terminal 20 can add a company to their friends list by approving the "add as friend" request from the center terminal 50 based on a message requesting "add as friend" that is displayed in the chat room.

Therefore, the user of terminal 20 can select the company on the friend list and start talking to connect to the center terminal 50 without making a phone call and request assistance.

Third Embodiment
The third embodiment is an embodiment in which the connection between the terminal 20 and the center terminal 50 is switched from a telephone line to a communication line. That is, the third embodiment is an embodiment in which a response to an inquiry is switched from a telephone call to an instant messaging system. The contents described in the third embodiment are also applicable to the first and second embodiments.

For example, if the user of terminal 20 is unable to continue the call while responding to an inquiry because they need to board a train or the like, the response to the inquiry can be switched to an instant messaging system to prevent interruption of the response to the inquiry.

(Configuration example)
In the third embodiment of the present disclosure, a configuration example of the center server 40 is similar to the configuration example of the center server 40 of the first embodiment shown in Fig. 3, so a detailed description thereof will be omitted. Also, in the third embodiment of the present disclosure, a configuration example of the center terminal 50 is similar to the configuration example of the center terminal 50 of the first embodiment shown in Fig. 3, so a detailed description thereof will be omitted.

The center server 40 instructs the center terminal 50 to respond via the telephone line.

Then, the center server 40 receives a request from the center terminal 50 to switch to sending and receiving messages using the instant messaging system.

When the decision unit 421 of the center server 40 receives a request from the center terminal 50, it requests the server 10 to confirm whether the instant messaging system of the terminal 20 can be used.

When the decision unit 421 receives a response from the server 10 indicating that the instant messaging system is unavailable, it instructs the center terminal 50 to continue the call. Specifically, the decision unit 421 transmits an instruction including display data for displaying that the instant messaging system is unavailable to the display device 54 of the center terminal 50. Note that the display data may be created by the display processing unit 510 of the center terminal 50.

On the other hand, when the decision unit 421 receives a response from the server 10 that the instant messaging system is available, it instructs the center terminal 50 to transition to the instant messaging system. Specifically, the decision unit 421 transmits an instruction to the display device 54 of the center terminal 50, the instruction including display data for displaying that transition to the instant messaging system is possible. Note that the display data may be created by the display processing unit 510 of the center terminal 50. In other words, the response that the instant messaging system is available is information that triggers the terminal 20 to send a message using the instant messaging system.

When the response processing unit 511 of the center terminal 50 receives a request from the user of terminal 20 to switch to the instant messaging system while in a call with the user of terminal 20, the response processing unit 511 transmits a request to the center server 40 to switch to sending and receiving messages using the instant messaging system. The request from the user of terminal 20 is accepted by voice (over the phone) during a call between the user (operator) of the center terminal 50 and the user of terminal 20. The user (operator) of the center terminal 50 uses the input/output device 53 to make a request to switch to sending and receiving messages using the instant messaging system.

When the response processing unit 511 of the center terminal 50 receives a response from the server 10 indicating that the instant messaging system is unavailable, it displays on the display device 54 display data indicating that the instant messaging system is unavailable. The user (operator) of the center terminal 50 then informs the user of the terminal 20 by voice (over the phone) that the instant messaging system is unavailable, and continues the call.

Furthermore, when the response processing unit 511 of the center terminal 50 receives a response indicating that the instant messaging system is available, it displays on the display device 54 display data indicating that transition to the instant messaging system is possible. Then, the user (operator) of the center terminal 50 verbally informs (over the phone) the user of terminal 20 of the transition to the instant messaging system, and ends the call. After that, the response processing unit 511 of the center terminal 50 sends a message to terminal 20 using the instant messaging system.

(Example of operation)
FIG. 13 is a flowchart showing an example of the operation of the center server 40 in the third embodiment of the present disclosure.

The center server 40 instructs the center terminal 50 to respond via the telephone line (S401).

The center server 40 receives a request from the center terminal 50 to switch to sending and receiving messages using the instant messaging system (S402).

When the decision unit 421 of the center server 40 receives a request from the center terminal 50, it requests the server 10 to confirm whether the instant messaging system of the terminal 20 can be used (S403).

Then, the decision unit 421 of the center server 40 receives a response from the server 10 as to whether or not the instant messaging system can be used (S404), and decides whether or not the instant messaging system can be used (S405).

When the decision unit 421 receives a response from the server 10 indicating that the instant messaging system is unavailable, it instructs the center terminal 50 to continue the call (S406).

When the decision unit 421 receives a response from the server 10 indicating that the instant messaging system is available, it instructs the center terminal 50 to transition to the instant messaging system (S407).

In the third embodiment of the present disclosure, an example of the operation of the server 10 is similar to the example of the operation of the server 10 in the first embodiment shown in FIG. 6, and therefore a detailed description thereof will be omitted.

The search unit 110 of the server 10 may notify the center server 40 of a response that the instant messaging system is available after the user using the terminal 20 gives consent to use of the instant messaging system on the terminal 20. More specifically, for example, if the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, a request is made to the terminal 20 for consent to use of the instant messaging system, and if consent is selected by the terminal 20, a response that the instant messaging system is available is notified to the center server 40 from the terminal 20 via the server 10. This makes it possible to prevent a message from being sent to the wrong user even if a user identifier and a telephone number are associated with different values.

In addition, if the confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify an instant messenger account associated with the center terminal 50 or the center server 40, the text of the message to be sent to the terminal 20, etc., the server 10 may set the identifier in the instant messaging system of the terminal 20 as the destination, and send a message to the terminal 20 with the instant messenger account associated with the center terminal 50 or the center server 40 as the sender.

As described above, in the third embodiment of the present disclosure, the center terminal 50 checks with the center server 40 whether or not it is possible to switch to the instant messaging system. This makes it possible to reliably switch from a connection via a telephone line to a connection via a communication line, and if switching is not possible, it is possible to continue the connection via the telephone line, thereby preventing the response to an inquiry from being interrupted midway.

<Modification 1>
Variation example 1 of the third embodiment of the present disclosure is a variation example in which, when switching to an instant messaging system midway through a telephone conversation, terminal 20 can automatically receive the content exchanged during the call as a message.

The user of terminal 20 can receive the contents of the conversation that was taking place during the call as a message, allowing them to check the responses received so far and smoothly transition to responses via the instant messaging system.

FIG. 14 is a diagram illustrating a configuration example of a center terminal 50 in a first modified example of the third embodiment of the present disclosure. As shown in FIG. 14, the center terminal 50 includes a generation unit 512. Note that other configurations of the center terminal 50 are similar to the configuration example of the center terminal 50 of the first embodiment shown in FIG. 4, and therefore detailed description will be omitted.

The generation unit 512 of the center terminal 50 generates text data that converts the contents of the response made during the call with the terminal 20 into text. The generation unit 512 generates data that converts the contents of the response made during the call with the terminal 20 into text, for example, by using voice recognition.

The generation unit 512 of the center terminal 50 also stores the generated text data in the storage device 55.

When the response processing unit 511 of the center terminal 50 switches the response to the terminal 20 from a telephone call to the instant messaging system, it transmits the text data stored in the storage device 55 to the server 10 as a message in the instant messaging system.

The generation unit 112 of the server 10 creates display data for displaying the text data received from the center terminal 50 in the talk room and transmits it to the terminal 20.

The display device 24 of the terminal 20 displays the display data received from the server 10. As a result, the user of the terminal 20 can check the response content between the user (operator) of the center terminal 50 and the terminal 20 as text data before switching to the instant messaging system.

The user of terminal 20 can receive the contents of the conversation that was taking place during the call as a message, allowing them to check the responses received so far and smoothly transition to responses via the instant messaging system.

<Modification 2>
A second modification of the third embodiment of the present disclosure is a modification in which, when the response by the instant messaging system is completed, a message for requesting "adding as a friend" is transmitted to the terminal 20.

In an instant messaging system, when a user "adds" another user as a friend, an icon corresponding to that other user is displayed in the list of other users displayed on the user's terminal 20. As a result, the user can start an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in variant example 2 of the third embodiment of the present disclosure, the center server 40 or the center terminal 50 can request the user of the terminal 20 to "add as a friend," so that the next time the user can connect to the center server 40 or the center terminal 50 using an instant messaging system without making a phone call.

After completing the response via the instant messaging system, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to the terminal 20 requesting that the terminal 20 be added as a friend. The message may include, for example, a link (tag) that automatically executes the process of adding a friend when the user of the terminal 20 selects the link (tag).

The message sent by the center terminal 50 may also include content about benefits that can be obtained by "adding a friend." For example, benefits may include the free use of "stamps" (icons that can be displayed in a chat room) created by a company.

The user of terminal 20 can add a company to their friends list by approving the "add as friend" request from the center terminal 50 based on a message requesting "add as friend" that is displayed in the chat room.

Therefore, the user of terminal 20 can select the company on the friend list and start talking to connect to the center terminal 50 without making a phone call and request assistance.

Although the embodiments of the present disclosure have been described based on the drawings and examples, it should be noted that a person skilled in the art would easily be able to make various modifications and corrections based on the present disclosure. Therefore, it should be noted that these modifications and corrections are included in the scope of the present disclosure. For example, the functions included in each means, step, etc. can be rearranged so as not to cause logical contradictions, and multiple means, steps, etc. can be combined into one or divided. In addition, the configurations shown in the above embodiments may be combined as appropriate.

10 Server (information processing device)
11 Control device 12 Input/output device 13 Display 14 Communication I/F
15 Storage device 20 Terminal (information processing terminal)
21 Control device 22 Communication I/F
23 Input/Output Device 24 Display Device 25 Microphone 26 Speaker 27 Camera 28 Storage Device 30 Network 40 Center Server 41 Switchboard 42 Control Device 43 Input/Output Device 44 Display 45 Communication I/F
46 Storage device 50 Center terminal 51 Control device 52 Input/output device 53 Display 54 Communication I/F
55 Storage device

Claims (4)

The server device,
a storage unit that stores a telephone number and user identification information of a message service in association with each terminal;
a first receiving unit that receives a message transmission request from the first terminal including the telephone number from the processing device;
a first transmission unit that transmits a message originating from the processing device to the first terminal corresponding to the user identification information included in the message transmission request when the user identification information corresponding to the phone number included in the message transmission request exists;
a second transmission unit that transmits, when there is no user identification information corresponding to the telephone number included in the message transmission request, information indicating that a message cannot be transmitted to the first terminal to the processing device;
a second receiving unit that receives a message for the processing device from the first terminal that has received the message;
A program to make it function as such. The server device,
a storage unit that stores a telephone number and user identification information of a message service in association with each terminal;
a first receiving unit for receiving a message transmission request from the processing device, the message transmission request including a telephone number from the first terminal that has selected to terminate the telephone connection with the processing device;
a first transmission unit that transmits a message to the first terminal corresponding to the user identification information when the user identification information corresponding to the telephone number included in the message transmission request exists;
a second transmission unit that transmits, to the processing device, information indicating that a message cannot be transmitted to the first terminal when there is no user identification information corresponding to the telephone number included in the message transmission request;
a third transmission unit that transmits a message regarding a telephone connection with the processing device to the first terminal when the processing device becomes available to answer a telephone call;
A program to make it function as such. 3. The program according to claim 1 or 2,
The first transmission unit transmits a message to the first terminal when the user identification information of the first terminal and consent to use of the message service obtained from the first terminal are present. The program according to claim 3,
The first transmission unit, when the user identification information of the first terminal exists, obtains consent to use the message service from the first terminal by sending information to the first terminal inquiring about consent to use the message service.

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