JPH0438558A - Delivery schedule inquiry processing system - Google Patents

Abstract

PURPOSE:To reduce the number of the personnel of a carrier company by providing a customer link control means in a carrier system so as to automatically process the inquiry of a delivery schedule from customers. CONSTITUTION:A central processing unit 1 of a delivery station is equipped with a schedule control part 4a and a customer link control part 4b. When the telephone call of the inquiry is received from a customer, the customer link control part 4b identifies the telephone number of the customer by using the function of announcing the transmitter number of an ISDN network and informs the recall of the telephone by a sound synthesizer 5, and a link is cut. The link control part 4b makes the telephone call again from the above- mentioned telephone number to the customer by using the automatic dial function of a communication control equipment 6 and informs the date of delivery on registered in a schedule control file 3. Then, after getting a response showing whether the customer agrees to the data of delivery or not, and a processing is carried out corresponding to the response.

Description

DETAILED DESCRIPTION OF THE INVENTION [Field of Industrial Application] The present invention relates to a delivery system, and more particularly to an automatic processing system for delivery schedule inquiries suitable for automatically processing inquiries about delivery schedules.

[Conventional technology]

Japanese Patent Application Laid-Open No. 1-293465 states that the delivery schedule is automatically notified to the customer, and if there is a request for change at that time,
Is there any discussion about changing the delivery date and time?
No consideration was given to automatically responding to inquiries from customers.

[Problem to be solved by the invention]

The above-mentioned conventional technology does not take into account the processing of customer inquiries about delivery schedules, and the delivery company has to allocate personnel to respond to inquiries, which poses an economic problem. In addition, since inquiries were handled manually, it took a long time to respond, which caused problems in terms of customer service.

An object of the present invention is to provide a delivery system that solves these conventional problems and automatically processes inquiries regarding delivery schedules, thereby reducing the number of personnel at delivery companies and improving customer service.

[Means to solve the problem]

In order to solve the above problems, the delivery schedule inquiry and response system of the present invention provides a delivery system including a delivery vehicle, a customer terminal, and a delivery station having a communication means capable of transmitting and receiving information to and from the delivery vehicle and the customer terminal. ,
The delivery stage information includes the customer's contact information, one name, and the delivery date and time.

a file having an area for storing delivery vehicle information, customer delivery date and time agreement information, and delivery completion information from the delivery vehicle;
The customer link control means includes a customer link control means and a delivery schedule management means, and the customer link control means identifies a customer's telephone number based on a telephone call from the customer, searches the identified telephone number from the file, and once After disconnecting the link, call again and notify the delivery date and time corresponding to the phone number. If an agreement is reached, the agreement information will be stored in the file, and if an agreement cannot be reached, the delivery will be delivered by the delivery schedule control means. Reset the date and time, notify the customer of the reset delivery date and time, and repeat the process until an agreement is reached.
The delivery schedule control unit considers the desired delivery date and time of the customers, and sets the delivery date and time between customers whose information is not set in the agreement flag registered in the file or whose information is not set in the delivery completion flag. The present invention is characterized in that inquiry processing for one delivery schedule is executed by resetting the information and passing the information to the customer link control means.

[Effect]

In the present invention, in response to a telephone inquiry from a customer, the customer's telephone number is identified, and after the link is disconnected,
Please call back and let us know the delivery date and time. If the customer agrees on this delivery date and time, the agreement information is stored; if the customer cannot agree, the delivery date and time is reset, and the resetting process is executed until an agreement is reached. This allows delivery companies to reduce the number of personnel required to respond to inquiries, improving economic efficiency.

Additionally, since the processing time for inquiries is shortened, customer service can be improved.

Embodiment] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 1 is a configuration diagram of a delivery system showing one embodiment of the present invention. In the figure, dashed lines indicate delivery stations for automatically processing customer inquiries regarding delivery schedules.

In FIG. 1, ■ is a central processing unit, 2 is a disk device, 3 is a schedule management file, 4 is a schedule inquiry processing unit characteristic of the present invention, 4a is a schedule control unit that is a component thereof, and 4b is a customer link A control unit, 5 is a voice synthesizer, 6 is a communication control device with an automatic dialing function and a network control function, 7 is a wireless communication control device that converts digital data into radio waves and sends and receives them, and 8 is an l5DN network (
Comprehensive digital communications network), 9a, 9b, 9c are customer-owned butshuphone telephones, 10a, 10b, 1
0c is a delivery vehicle with the function of transmitting and receiving data wirelessly, 11 is a display device, and 12 is a key fob.

Figure 2 shows the schedule management file 3 in Figure 1.
It is a figure showing an example of composition. Schedule management file 3
is the customer's phone number 219 Moe (name and designation) 22
．． Delivery product 23. Delivery date and time 2/l, delivery vehicle number 25. Delivery order 26. An agreement flag indicating that the customer has agreed to the delivery date and time 27. Delivery completion flag 28 indicating that delivery has been completed. It consists of other customer information (for example, address, etc.) 29.

FIG. 3 is a processing flowchart of the delivery schedule inquiry processing section 4 in this embodiment.

The operation of this embodiment will be described below with reference to FIGS. 1 to 3.

First, upon receiving a delivery order, the operator takes into consideration the customer's desired date and time, inputs the information shown in FIG. 2 from the keyboard 12, and registers it in the schedule management file 3.

When a schedule inquiry is received from a customer, the schedule inquiry processing section automatically communicates the scheduled delivery date and time and processes to change the scheduled delivery date and time. Regarding this process, below:
This will be explained using the flowchart shown in FIG.

Receive a telephone inquiry from a customer (step 301)
G, Customer link control 1i1 (4b C, l5DNi1
2J's caller ID notification function is used to identify the customer's telephone number (step 302), and searches for the telephone number registered in the schedule management file (step 303). As a result of the post-search determination (step 204), if the telephone number in question is not registered, it is determined that an exception is accepted, and calls are sent to the operator in succession, and the operator handles the call (step 306). If the telephone number is registered, the customer link control unit 4b uses the voice synthesizer 5 to notify the customer that he will call back immediately, and disconnects the link (step 305). This is a means to prevent inappropriate inquiries. The customer link control unit 4b uses the automatic dialing function of the communication control device 6 to call the customer again from the telephone number (step 307), and makes a delivery corresponding to the telephone number registered in the schedule management file 3. The date and time are notified (step 308). After that, the customer replies whether or not they agree to the delivery date and time (e.g., if they agree, then the number on the phone number 9)
Key. If you do not agree, press the button phone number 9 key followed by the numeric keys for the desired delivery date and time. ) (step 309
). If the agreement is reached, the agreement flag 27 for the telephone number in the schedule management file 3 is set, the link is disconnected (step 318), and the process ends.

If not agreed, request the desired delivery date and time (step 310),
The desired date and time for which there is a response is passed to the schedule system wholesaler section 4a. The schedule control unit 4a determines whether the desired date and time is today (step 311). If it is not today, the schedule control unit 4a determines the delivery date and time by considering the desired date and time among customers for whom the agreement flag 27 is not set. To reset the information (step 312), pass the information to the customer link control unit 4b,
Returning to the process of notifying delivery date and time (step 308), the process is repeated until an agreement is reached.

If the desired delivery address is today, the schedule control unit 4a re-sets the delivery time among today's incomplete customers so as not to affect other customers (Step 313), and in the schedule management file 3 Registered. The delivery vehicle number 25 corresponding to the telephone number notifies the delivery vehicle of the time using the wireless communication control device 7 (step 314).
. A determination is made as to whether or not there is an agreement from the delivery vehicle (step 315), and if there is no agreement, the process returns to time reset processing (step 313) and is repeated until agreement is reached.

When an agreement is reached, the time is passed to the customer link control unit 4b, and the customer link control unit 4b notifies the customer of the time (step 316). Thereafter, it is determined whether the customer agrees or not (step 317). If the customer agrees, the agreement flag 27 corresponding to the telephone number is set, the link is disconnected, and the process ends. If there is no agreement, the process returns to time reset (step 313) and is repeated until agreement is reached.

The above processing is executed for each inquiry.

Although the above-described embodiment uses the 15DN network, a general public telephone network can also be used instead. Furthermore, although the above-described embodiment uses a voice synthesizer and a button telephone, if character terminals become popular in the future, they can be used instead.

In this way, in this embodiment, the delivery company does not need to provide a person to respond to inquiries from customers, and can reduce the number of personnel, which is economical. In addition, the time required to respond to customer inquiries will be reduced, resulting in improved customer service. Furthermore, customer service can be improved by being able to immediately and flexibly respond to requests from customers to change delivery dates and times.

〔Effect of the invention〕

According to the present invention, since it is possible to automatically respond to inquiries and requests for changes to delivery dates and times from customers, it is possible to reduce the number of personnel at the delivery company, which is economically effective. It also has the effect of improving customer service, as it allows for answers to be provided in a short amount of time.

[Brief explanation of drawings]

Figure 1 is a configuration diagram of a delivery system showing an embodiment of the present invention, Figure 2 is a diagram showing the contents of a delivery schedule management file for managing delivery schedules, and Figures 3 (A) and (B) are 2 is a processing flowchart in an embodiment of a delivery schedule inquiry processing unit that is characteristic of the present invention. 1...Central processing unit, 2...Disk device, 3...
- Schedule management file, 4...Schedule inquiry processing unit, 5...Speech synthesis device, 6...Communication control device, 7...Wireless communication control device, 8...15DN network, 9a. 9b, 9C...butsuhon phone, 10a, 1
0b. 10c...Delivery vehicle, 11...Display device, 1
2...Keyboard.

Claims (1)

[Claims] 1. In a delivery system comprising a delivery vehicle, a customer terminal, and a delivery station having communication means capable of transmitting and receiving information to and from the delivery vehicle and customer terminal, the delivery station stores customer contact information, name and , a file having an area for storing delivery date and time, delivery vehicle information, customer delivery date and time agreement information, and delivery completion information from the delivery vehicle, customer link control means, and delivery schedule control means, The customer link control means identifies the customer's phone number based on a phone call from the customer, searches for the identified phone number from the file, and once disconnects the link,
Call again and notify the delivery date and time corresponding to the phone number. If an agreement is reached, the agreement information is stored in the file; if an agreement is not reached, the delivery date and time is reset by the delivery schedule control means. , contact the customer with the reset shipping information, repeat the process until an agreement is reached,
The delivery schedule control unit considers the desired delivery date and time of the customers and schedules deliveries among customers for whom information is not set in the agreement flag registered in the file or for whom information is not set in the delivery completion flag. Reset the date and time
A delivery schedule inquiry processing system, characterized in that a delivery schedule inquiry processing is performed by passing information to the customer link control means.