JPH09139772A - System and method for communication question - Google Patents

Abstract

PROBLEM TO BE SOLVED: To allow the system to smoothly process a question and reception to an opposite party of question even in the case of redialing. SOLUTION: A script used for a question is made up of menus of cell numbers 1 to 16 and solid lines interconnecting the cell numbers 1 to 13 indicate the usual question processing branch destination and display sequence. Furthermore, dotted lines branched from the menu of cell number 4 or the like according to 'interrupt 1' depict a branch when the question processing is interrupted on the way of question processing by the menu of the cell number 4 or the like and indicate the transfer to a menu for information input at interruption via a menu for redial command of cell number 10. Furthermore, one-dash chain lines branched from the menu of a cell number 1 by 'concerned person at home' indicate a branch in the case of the concerned person at home for redialing and of skip processing of the menu, and indicate it that the menus of the cell numbers 4, 5, 6, 9, 10 interrupted at preceding dialing from the menu of the cell number 1 via the menus of the cell numbers 14, 15 connected by one-dash chain lines directly.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a communication question support for supporting various question texts stored in advance on a display in response to a question partner through the communication means to support question processing through the communication means. The present invention relates to a system and a communication question support method.

[0002]

2. Description of the Related Art In recent years, in a field such as a telemarketing system which is a product sales system of a store without a store or a store using a telephone or the like, a plurality of script composition screens including various question sentences stored in advance and answer candidates thereof are stored. There is used a communication question support system for supporting the question processing to the question partner via a telephone or the like by an operator, a communicator or the like by displaying on the display of the terminal.

In such a communication question support system, an operator or the like sequentially displays script composition screens on the display according to the response to the inquiry partner, and makes a question to the inquiry partner based on the script composition screen. I am trying to memorize the answers from the other party.

By the way, in such a communication question support system, the question may be interrupted on the way due to the reason of the other party of the question. In this case, the display of the script configuration screen is interrupted on the way and the operator Save the telephone number of the person you are asking the question, register the redial time, etc.,
A method has been proposed that enables automatic redialing.

When the automatic re-transmission makes it possible to reconnect to the question partner interrupted last time, the connection is distributed to the operator so that the question can be continued again. The distribution destination of the reconnection is It is possible to use the operator who asked the question last time, but since that operator is likely to be in a call with another question partner, it is usually set to be an operator who can accept the question.

[0006]

[Problems to be Solved by the Invention] However, when a question or the like with a question partner is interrupted midway and re-established by re-transmitting, the re-connection is automatically performed to the question partner who asked the previous question. Then, the operator did not know whether the connection was a reconnection in the first place, or to what stage the script had finished asking the question last time, and the reason why the call was made again.

Therefore, there is a problem that the operator does not smoothly proceed to the question and the response to the question partner at the time of the redial because the operator repeatedly asks the question during the redial or the question to the question partner is different from the previous question. there were.

[0008] In particular, when the reconnection is distributed to any operator who can accept the reconnection, the operator at the time of the previous question and the operator at the time of the redial usually become different. There is a possibility that the question and the response to the questioning person at the time of redial may not proceed smoothly because he does not have any information with the questioning person at the time.

Therefore, the present invention has been made in view of such a problem, and provides a communication question support system and a communication question support method capable of smoothly asking and responding to a question partner even during redialing. The purpose is to provide.

[0010]

In order to achieve the above-mentioned object, in the invention according to claim 1, a question sentence storage means for storing a plurality of question sentences, a question partner information storage means for storing question partner information, Communication means for communicating with the questioning partner based on the questioning partner information stored in the questioning partner information storing means; and each question sentence stored in the question sentence storing means in response to the questioning partner through the communication means. The question sentence display means for displaying sequentially, the question sentence display suspending means for suspending the question sentence display processing on the question sentence display means in the middle of responding to the question partner, and the question sentence display processing by the question sentence display suspending means. In the case of interruption, interruption information input means for inputting interruption information, interruption information storage means for storing interruption information input by the interruption information input means in association with question partner information of a question partner, and Re-communication means for re-communicating with the question partner asked previously based on the question partner information associated with the interruption information stored in the interruption information storage means, and re-communication with the question partner asked last time with the re-communication means And the interruption time information storage means for displaying the interruption time information stored in the interruption time information storage means.

According to the second aspect of the invention, in the communication question support system according to the first aspect, the question text display means further includes: After the question text, the question text whose display is interrupted by the question text display interrupting means is displayed, and the question texts which have not been displayed at the time of the previous communication are sequentially displayed.

According to the third aspect of the invention, in the communication question support system according to the first aspect, the question text display means is the first one when the re-communication means re-communicates the question partner who made the previous question. A special sentence is displayed after the question sentence at the time of redialing, then the question sentence whose display has been interrupted by the question sentence display interruption means is displayed, and the question sentence that has not been displayed at the time of the previous dial is displayed sequentially. And

According to the invention described in claim 4, in the communication question support system according to claim 1, claim 2 or claim 3, the question sentence storage means, together with the plurality of question sentences, provides answer candidates corresponding to each question sentence. The question text display means stores the question texts stored in the question text storage means sequentially,
It is characterized in that an answer candidate corresponding to each question sentence is displayed together with each question sentence.

According to a fifth aspect of the present invention, in the communication question support system according to the first, second, third or fourth aspect, the interruption information input means inputs the interruption reason as interruption information. The interruption information display means displays the interruption reason input by the interruption information input means as interruption information.

According to a sixth aspect of the invention, in the communication question support system according to the first, second, third or fourth aspect, the interruption information input means has a question sentence as the interruption information. Is input, and the interruption information display means displays the question text display step input by the interruption information input means as interruption information.

In the invention according to claim 7, in the communication question support system according to claim 1, claim 2, claim 3, claim 4, claim 5, or claim 6, when further communicating with a question partner In the case of re-communication with the question partner asked last time by the re-communication means, a transmission time detection means for detecting the transmission time of, a transmission time storage means for storing the transmission time detected by the transmission time detection means, Transmission time display means for displaying the transmission time stored in the transmission time storage means.

In the invention according to claim 8, in the communication question support system according to claim 1, claim 2, claim 3, claim 4, claim 5, claim 6 or claim 7, a plurality of question sentences are provided. Is a question sentence used at the time of telemarketing or questionnaire survey.

According to the ninth aspect of the present invention, a plurality of question sentences and question partner information are stored, the question partner information is communicated with based on the question partner information, and each stored in response to the question partner. When the question texts are displayed sequentially and the display processing of the question texts is interrupted during the response to the question partner, the interruption information is entered and stored in association with the question partner information of the question partner, and the interruption information When re-communicating with the questioning party who asked the question last time based on the questioning party information associated with, the stored interruption information is displayed.

According to the tenth aspect of the invention, in the communication question support method according to the ninth aspect, when re-communication is performed with respect to the question partner who asked the question last time, further, the question sentence display interruption means after the first question sentence. Display the question text whose display has been interrupted by, and display the question text that was not displayed during the previous communication in sequence.
It is characterized by the following.

According to the eleventh aspect of the invention, in the communication question support method according to the ninth aspect, when re-communication is performed with respect to the question partner who asked the question last time, further, a special sentence at the time of redial is given after the first question sentence. It is characterized in that the question texts are displayed, and then the question texts whose display is interrupted by the question text display interruption means are displayed, and the question texts which have not been displayed at the time of the previous dialing are sequentially displayed.

According to the twelfth aspect of the invention, in the communication question support method according to the ninth, tenth or eleventh aspect, a plurality of question sentences are stored together with answer candidates corresponding to each question sentence, and each question sentence is stored. When sequentially displaying, the answer candidates corresponding to each question sentence are displayed together with each question sentence.

In the invention described in claim 13, in the communication inquiry support method according to claim 9, claim 10, claim 11 or claim 12, the reason for interruption is input as interruption information and the reason for interruption is displayed. It is characterized by:

In the invention described in claim 14, in the communication question support method according to claim 9, claim 10, claim 11 or claim 12, a question indicating to what stage the question sentence is displayed as the interruption information. It is characterized in that the sentence display stage is input and the question sentence display stage is displayed.

According to a fifteenth aspect of the present invention, in the communication question support method according to the ninth, tenth, eleventh, twelfth, thirteenth, or thirteenth aspect, further comprising:
The calling time at the time of communicating with the question partner is detected and stored, and the stored calling time is displayed when re-communication is performed with the question partner previously asked.

In the invention described in claim 16, in the communication question support method according to claim 9, claim 10, claim 11, claim 12, claim 13, claim 14 or claim 15, a plurality of question sentences are provided. Is a question sentence used in telemarketing or a questionnaire survey by the telephone.

For this reason, in the present invention configured as described above, when a plurality of question sentences are sequentially displayed in response to a certain question partner, the question sentence display process is interrupted during the response. , The reason for interruption and the information about the time of interruption such as the stage of displaying the question text are entered and stored in association with the question partner information of the question partner, and when re-communication is performed to the question partner, the previous dial Display information about when the call was interrupted and the time the call was sent.

[0027]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of a communication inquiry support system and a call inquiry support method according to the present invention will be described below with reference to the drawings.

FIG. 1 shows the configuration of an embodiment of a communication inquiry support system according to the present invention.

This communication question support system is used for a telemarketing system, which is a product sales system for non-stored or existing stores such as a telephone, or a questionnaire survey by a telephone. It is composed of a main unit 3 and a customer information database 5, and is connected via a file network 7. The communication question support unit 1 and the telephone exchange main unit 3 are also connected via a telephone 2 used by an operator or a communicator. It is connected.

In this embodiment, a specific customer whose question information is stored in the customer information database 5 as a customer list will be described below as a question partner.

The telephone exchange main unit 3 selects, for example, a specific item selected based on the customer information, which is the inquiry partner information stored in the customer information database 5, for example, by classifying each item.
Alternatively, it automatically dials or redials a customer who is an arbitrary questioner via the public line 4. When the line is connected to the customer, the connection is distributed to each telephone 2 or connected. The customer identification number and the like are transmitted to the communication question support device 1 via the telephone 2.

The communication question support device 1 is connected to each corresponding telephone 2 via the RS-232C cable 6 for each telephone and has a CPU for executing a call question support program.
11, a system ROM 12, a RAM 13, and a floppy reading / writing section 14 into which a floppy desk 14a is inserted.
Via the hard disk 15, the keyboard 16, the mouse 17, the display 18, the printer 19, the telephone 2 and the RS-232C interface (I / F) 20 connected via the RS-232C, and the file network 7. A network I / F 21 to which the customer information database 5 is connected.

In this embodiment, a call question support program for supporting the display process of the script composition screen which is the display screen of each question sentence, the redial process, etc. is stored in advance in the floppy disk 14a as one of the application programs. When the floppy disk 14a is attached to the floppy reading / writing unit 14, the call question support program is read from the floppy disk 14a and installed in the RAM 13 or the like.
The CPU 11 is configured to execute the call question support program and sequentially display the script configuration screens to support the call question work.

Files such as a script configuration screen, which is a display screen for each question text, are created in advance in the ROM 12
It is also assumed that it is stored in the RAM 13, the floppy disk 14a, the hard disk 15, or the like.

The customer information database 5 is as described above.
It stores customer information such as customer name, address, telephone number, and zip code of a customer selected by classifying each item, and the information once question processing by the communication question support device 1 is also the customer. It is stored as one piece of information.

FIG. 2 shows an example of a script configuration screen or the like displayed on the display 18 of the communication question support device 1.

On the display 18 of the communication question support device 1, a script composition screen 81 and a customer information screen 82 are displayed as shown in the figure.

The script composition screen 81 is a screen in which the display content changes at any time in response to the customer who is the other party of the question, and a question message display area 81 in which each question message is displayed in a cell unit which is each script composition screen. -1, and the answer candidate display area 81-2 and the cell number of the script composition screen that has reached the current script composition screen (cell), the content of the question text of the cell, and the customer's selection of the question text. It is composed of a response history display area 81-3 for easily displaying the history of answer candidates and the like.

Since there is not always an answer candidate for each question sentence, when there is no answer candidate for a certain question sentence, "Next" is displayed in the answer candidate display area 81-2.
Only the text such as is displayed.

The script configuration screen 8 shown in this figure
1 shows the script composition screen for the first greeting of this script composition screen file, and in the question sentence display area 81-1 "I, XXX, ...
Excuse me, but would you like to enter ○○○○ (customer name)? The first cell number 1 in this script called "
The question text of the cell is displayed, and the answer candidate display area 81-2 is "present" as the answer candidate of this cell.
And "absence" and other fields are displayed in columns so that the operator can enter an arbitrary sentence. In the response history display area 81-3, this cell is the first cell number 1. Nothing is displayed as shown in the figure because it is a cell.

The customer information screen 82 is a screen whose display contents basically do not change depending on the customer's response, and the inquiry partner who is currently conducting telemarketing or questionnaire survey by the telephone 2 sent from the customer information database 5. The customer name of the customer is displayed, and the customer information such as the address, telephone number, and zip code is displayed.

Although the customer information screen 82 does not basically change depending on the customer's response as described above, in the case of a redial, in addition to the customer information, the last call time, as will be described later, And reason for redialing (reason for interruption)
Also, information at the time of interruption, such as the question sentence display stage, is displayed.

FIG. 3 shows an example of a script used in this system.

This script has cell numbers 1 to 1 described later.
It is composed of 16 script configuration screens and connection relations, and is stored in advance in the hard disk 15 or the like in the communication question support device 1 as a script file.

On the script composition screens of cell numbers 1 to 13, question sentences having the contents shown in the figure are displayed.
The script configuration screens of cell numbers 14 to 16 are not shown here.

The solid line connecting the script composition screens of cell numbers 1 to 13 is a branch based on the answer from the customer in the case of normal question processing in which interruption processing and script composition screen skip processing during redial are not performed. The destination and the connection order which is the display order are shown.

The dotted line branching from the script composition screen of cell number 4 or cell number 5 according to "interruption 1" indicates the case where the script composition screen of cell number 4 or cell number 5 is interrupted during the question process. Shows a branch. And the cell number 1 which is the branch destination of this dotted line
The script composition screen of 0 is a script composition screen of the redial instruction of the cell number 10 branching from the script composition screen of the cell number 8 with "busy", and then to the script composition screen for inputting the information at the time of interruption of the cell number 16. It shows a connection relationship that is migrated and terminated.

Similarly, the dotted line branched from the script configuration screen of cell number 9 according to "interruption 2" indicates the branch when the script configuration screen of cell number 9 is interrupted during the question process. , Cell number 1 branching from "busy" from script configuration screen of cell number 8
A connection relationship is shown in which the process is branched to the redial instruction script configuration screen of 0, and then the process proceeds to the script configuration screen for inputting information at the time of interruption of the cell number 16 and ends.

Further, the alternate long and short dash line branching from the script composition screen of cell number 1 with "at home" shows the branch when the script composition screen is skipped at the time of redialing and at home. On the other hand, the script configuration screens of cell numbers 14 and 15 connected by the one-dot chain line from the script configuration screen of cell number 1 are script configuration screens dedicated to skip processing at the time of redial in which a dedicated statement at redial is displayed. Shows.

Specifically, at the time of the previous connection, when the script configuration screen of the cell number 4 or cell number 5 which is the step 1 of the question is interrupted and redialed, that is, in the case of "interruption 1", the cell number It shows that the script configuration screen of cell number 14 dedicated to redial is shifted to the script configuration screen of cell number 4 or cell number 5 which is step 1 without going through the script configuration screen of 2 .

In addition, at the time of the previous connection, when the script composition screen of the cell number 9 which is the step 2 of the question is interrupted by "interrupt 2" and redialing is performed, the script composition screen of the cell numbers 2 to 10 is used. Instead, it shows that the script configuration screen of the cell number 15 dedicated to the skip processing at the time of redial is shifted to the script configuration screen of the cell number 11 which is step 2.

FIG. 4 shows the structure of the script shown in FIG. 3 in a simplified manner by connecting the cell numbers on the script structure screen.

That is, in the script shown in FIG.
As described in FIG. 3, the script configuration screens of cell numbers 1 to 13 connected by solid lines show the branch destination and display order of normal question processing when skip processing at the time of redial or interruption processing is not performed. Thus, the configuration is finally ended on the END screen via the script configuration screen of cell number 13.

For example, in the normal process indicated by the solid line, the script composition screen of cell number 1 is moved to the script composition screen of cell number 2 by "at home" and "(person)"
"Absent" indicates that the script configuration screen of cell number 3 is entered, and from the script configuration screen of cell number 2, "view" is entered to the script configuration screen of cell number 4 and "not seen". "" Indicates that the script configuration screen of cell number 5 is entered, and "not arrived" indicates that the script configuration screen of cell number 6 is entered.

As shown in FIG. 3, the one-dot chain line indicates the display order and the like when the script composition screen is skipped at the time of redialing. The script of cell number 4 or cell number 5 in step 1 is shown. When the configuration screen is interrupted, the script composition screen for greeting cell number 1 shifts to the script composition screen for cell number 4, cell number 5 or cell number 6 via the script composition screen for cell number 14 during redialing. It is shown that.

Similarly, when the script composition screen of the cell number 9 which is the step 2 is interrupted, the cell is changed from the script composition screen for greeting of the cell number 1 to the cell composition screen of the cell number 15 at the time of redialing. The structure which transfers to the script composition screen of the number 9 or the cell number 10 is shown.

Further, as described with reference to FIG. 3, the dotted line indicates the case of shifting to the display of the script configuration screen of the cell number 10 instructing the redial process and the process after the screen is displayed. The script configuration screen of number 10 and the script configuration screen for inputting information at the time of interruption of cell number 16 are used to complete the END screen.

Next, each script composition screen 8 of cell numbers 1 to 16 which compose the script shown in FIGS.
1 and the customer information screen 82 will be described.

It should be noted that each of the script configuration screens shown below is the one at the time of redialing.

FIG. 5 shows a script configuration screen 81 of cell number 1 and a customer information screen 82 displayed simultaneously with the script configuration screen.

The script configuration screen 81 of this cell number 1
Is for the first greeting, and the question message display area 81-1
As shown in the figure, "(Would you like to enter at □□ 's house?) My name is ○○ of ○○ Co., Ltd. Excuse me, but do you have a △△ (name)? It means that the content for greeting "." Is displayed.

Further, in the answer candidate display area 81-2, as the answer candidate, "person at home" in the case of normal processing is displayed.
And "Absent", and "When the person is at home & saw (STEP 1)" when skip processing is performed during redial,
If the person is at home and the question is OK (STEP2), and if each answer candidate is selected, cell numbers 2, 3, 1
This shows that the screen shifts to the script configuration screens 4 and 15.

In the answer candidate display area 81-2, as described with reference to FIG. 2, a column which allows the operator to enter an arbitrary sentence is displayed as the fifth answer candidate. However, in the following description and the drawings, other columns are omitted for convenience.

Since this customer information screen 82 is for a redial, the customer's telephone number, zip code, address, and name, as well as the last call time and the reason for re-calling (interruption reason), etc. Information is displayed when the is interrupted. The content of the customer information screen 82 is the same as that of the other cell numbers 2 to 16.

FIG. 6 shows the script composition screen 81 of cell number 2 and the like. Although the display contents of the script composition screen 81 are different from those of FIG. 5, the question sentence display area 81- The question text of this cell is displayed in 1, and in the answer candidate display area 81-2, three answer candidates and the cell numbers 4, 5, and 6 of the script configuration screen that is the branch destination when the answer candidate is selected. Is displayed.

FIG. 7 shows the script configuration screen 81 of cell number 3 and the like. Since this script configuration screen shows the contents of the redial (recommunication) instruction, it is displayed in the answer candidate display area 81-2. Is 4 as the redial time
One answer candidate is displayed. Then, even if any of the four answer candidates is selected, the process is branched to the END screen.

FIG. 8 shows the script composition screen 81 of cell number 4 and the like. This script composition screen is for explaining the product displayed in the question text display area 81-1. At this time, since the customer may be interrupted, it is shown that the answer candidate “interruption 1” is set as one of the answer candidates. Since there is no answer from the customer corresponding to this question on this script configuration screen, there is only another answer candidate "Next", and the cell number 8 of the script configuration screen displayed next is displayed. Has been done.

Below, FIG. 9 shows the script configuration screen 81 with cell number 5, etc., FIG. 10 shows the script configuration screen 81 with cell number 6, etc., FIG. 11 shows the script configuration screen 81 with cell number 7, and FIG. Script configuration screen 8 for cell number 8
1 and the like, and FIG. 13 shows the script configuration screen 81 of the cell number 9.
FIG. 14 shows the script configuration screen 81 of the cell number 10.
FIG. 15 shows the script configuration screen 81 of the cell number 11
FIG. 16 shows the script configuration screen 81 of the cell number 12
FIG. 17 shows the script configuration screen 81 of the cell number 13
Etc. are shown respectively.

FIG. 18 shows the script configuration screen 81 and the like when the script configuration screen is skipped when the cell number 14 is redialed.
In addition, it is a script configuration screen displayed when the user is at home and interrupted at the step of question step 1 of cell number 4 or cell number 5 during the previous dial.

Therefore, in the question sentence display area 81-1,
A text message for redial that reflects what you dialed last time, for example, "When you called me last time, you said that you looked at the material, but ..." On the other hand, in the answer candidate display area 81-2, similar to the script composition screen of cell number 2 shown in FIG. 6, three answer candidates and a script composition screen to be a branch destination when the answer candidate is selected are displayed. Cell number 4, 5, 6
Is displayed.

Similar to FIG. 18, FIG. 19 shows a script composition screen 81 and the like when the script composition screen is skipped at the time of redialing the cell number 15. At the time of redialing and at home, the previous dialing is performed. On the script composition screen displayed when the process is interrupted at the question step 2 of the cell number 9, while the question message display area 81-1 displays the redial dedicated sentence reflecting the previous dial, In the answer candidate display area 81-2, similar to the script configuration screen of the cell number 8 shown in FIG. 12,
It is shown that two answer candidates and cell numbers 9 and 10 of the script configuration screen which is a branch destination when the answer candidate is selected are displayed.

FIG. 20 shows the script composition screen 81 or the like of the cell number 16, which is displayed when interrupted in the middle of a question in the script composition screen of the cell number 4 or the cell number 9 by the interruption 1 or the interruption 2. The interruption self-information that is displayed next to the script construction screen for the redial instruction of the cell number 10 shown in FIG. 14 and is configured so that the interruption information such as the reason for interruption can be input in the question text display area 81-1. It is for input.

It is to be noted that, next to the script composition screen of the cell number 16, as shown in the answer candidate display area 81-2, it is shown that the display is switched to the END screen.

Next, the call question support process in the communication question support system configured as described above, that is, the operation of the call question support method according to the present invention will be described with reference to the drawings.

FIG. 21 shows an operation procedure of a call question support method according to the present invention, which is a call question support process in this communication question support system.

As a premise of this processing, an operator, a communicator or the like using the communication question support device 1 of the present system activates the call question support program in the communication question support device 1 and asks a question to the customer. The file of the corresponding script is read from the hard disk 15 or the like to the RAM 13 by designating its number, etc., and processed in advance so that a plurality of script configuration screens that configure the script can be displayed.

First, in this system, the telephone exchange main unit 3
However, while sequentially transmitting (dial) to a certain customer based on the customer information stored in the customer information database 5 through the public line 4 (step 100), the transmission time is detected and stored (step 100). Step 110). And
When it is possible to connect to the customer, the connection is sequentially distributed to the telephones 2 having an available operator (step 120), while the communication question support device 1 connected to the distributed telephones 2 is connected to the telephones 2. , Customer information of the customer who is the question partner is read from the customer information database 5 and transmitted via the file network 7 (step 130).

The customer information includes the customer name, address, telephone number, zip code, etc. of the customer. In addition, if this connection is due to redial, it will be described later. It is assumed that the last call time registered at the time of the redial setting process and the reason for interruption (reason for redialing) that resulted in redialing this time by interrupting questions etc. at the time of the previous dial are included.

On the other hand, in the communication question support device 1, the customer information transmitted by the telephone exchange main device 3 is transferred to the network I / O.
F21 receives (step 140) and once RAM1
Store in 3rd place. Then, the CPU 11 decodes the received information, and when the received information can be recognized as the customer information, the CPU 11 displays the customer information on the display 18 (step 150).

At this time, if the customer information is that of the first dial customer who dialed for the first time, the customer name of the customer who was able to connect as shown in the customer information screen 82 of FIG.
A customer information screen 82 including customer information such as an address, a telephone number, and a zip code will be displayed on the display 18.

On the other hand, if the customer information is that of the customer who redistributed by interrupting the question at the time of the previous dialing, as shown in the customer information screen 82 of FIGS. In addition to the address, telephone number, zip code, etc., information on interruption such as the last transmission time and the reason for redialing, which were registered in the redial setting process described later, will be displayed.

By the way, the CPU 11 controls the display 1
At about the same time that the customer information is displayed on 8, the script file stored in the RAM 13 or the like is read,
As shown in, the script composition screen in which the question sentence, the answer candidate, the response history, etc. are sequentially displayed in the question sentence display area 81-1, the answer candidate display area 81-2, and the response history display area 81-3, respectively. (Step 160).

At first, since the message is normally displayed from the script composition screen for greeting cell number 1 shown in FIG. 5, nothing is displayed in the response history display area 81-3 as shown in FIG. The script configuration screen 81 is displayed.

Then, the operator or the like using this communication question support device 1 refers to the script configuration screen 81 and the customer information screen 82 displayed on the display 18 of the communication question support device 1 to refer to FIG. As shown in, the customer name of the customer on the customer information screen 82 is substituted into the question text displayed in the question text display area 81-1 of the script configuration screen 81, and a question is asked to the customer via the telephone 2. If you do, and the customer answers the question,
Answer candidate display area 81 based on the answer from the customer
-Select and enter the answer candidate displayed in -2.

For example, in the case of the script configuration screen shown in FIG. 2, one of "answered" and "absent" answer candidates displayed in the answer candidate display area 81-2 is selected and input. .

Then, the communication question support device 1 accepts the answer candidates selected by the operator or the like (step 1
70) First, whether or not the selected answer candidate corresponds to the reason for interruption or the reason for redialing, for example, when the selected answer candidate is “(customer) is absent”, “busy”, or “thinking a little”. It is judged whether or not the reason for interruption such as "I want to do it" or "I want you to do it later" is applicable (step 180).

Here, when the selected answer candidate corresponds to the reason for interruption (step 180 "Yes"), the cell number 3 or the cell number 1 shown in FIG. 7 or 14 is first set.
A redial instruction script configuration screen of 0 is displayed (step 220), and subsequently, a script configuration screen for inputting information at interruption of cell number 16 shown in FIG. 20 is displayed (step 230).

Then, the operator inputs the interruption information such as the reason for interruption by the keyboard 16 or the like on the basis of the script configuration screen for inputting the interruption information of the cell number 16, so that the CPU 11 outputs the interruption information. RAM
13 and the like (step 240), the redial setting that has been conventionally performed by the operator, that is, the setting for registering the customer's telephone number, redial time, etc. and automatically redialing at the redial time, etc. Upon acceptance (step 250), the interruption information and the redial setting information are transmitted to the customer information database 5, and the interruption information and the redial setting information are added to the customer information stored so far in the customer information database 5. It is stored (step 260), and the display process of the script configuration screen for this customer is terminated.

Therefore, according to the present embodiment, if the processing from step 220 to step 260 is executed when the reason for interruption is generated, at the time of redialing to this customer, the customer information display processing of step 150 is performed. , Figure 5
As shown in FIG. 20, step 26 is displayed on the customer information screen 82.
By the redial setting processing of 0, the customer information in which the last transmission time and the interruption information such as the interruption reason (retransmission reason) are additionally stored are displayed.

Therefore, according to the present embodiment, at the time of redialing, by referring to the display of the customer information screen 82, the last transmission time and the reason for interruption can be known at a glance, and the interruption information can be combined with the reason for interruption. By writing the question sentence display stage that shows which cell number and which question step the script configuration screen displayed last time,
You can easily understand how far the script composition screen was displayed last time along with the reason for interruption, so even if the operator has changed from the time when you dialed last time, you can smoothly ask questions and respond to questions. become.

By the way, the answer candidate selected by the operator based on the reply from the customer does not correspond to the reason for interruption,
If no interruption occurs (step 180 "N
o ”), since the operator or the like selects an answer candidate in response to the answer from the customer, in the communication question support device 1, the CPU
1 stores the question sentence at that time and the selected answer candidate in the response history file in association with each other, and updates the response history file stored in the RAM 13 or the like (step 190).

Next, referring to the connection relationship between the script configuration screens that make up the script file as shown in FIG. 3 and FIG. 4, the script configuration screen to be displayed next to the currently displayed script configuration screen is displayed. If there is no script configuration screen to be displayed (step 200), it is determined whether or not (step 200 “No”),
While ending the script configuration screen display process for this customer, if there is still a script configuration screen to be displayed (step 200 “Yes”), update to the next script configuration screen described later (step 200). 21
0), the process returns to step 120, the updated script configuration screen 81 is displayed, and the same process as described above is performed.

FIG. 22 shows the updating process of the script configuration screen shown in step 200 of FIG.

In the updating process of the script composition screen in step 200, first, it is judged whether or not the current script composition screen is the script composition screen for greeting of cell number 1 (step 202). This is because, as shown in FIG. 3 and FIG. 4, from the script configuration screen of cell number 1, there is a redial branch that branches at the time of redial shown by a chain line in addition to the normal branch that branches at the time of the first dial shown by the solid line. Is.

Here, if the current script configuration screen is not the script configuration screen of cell number 1, for example, in FIGS. 3 and 4, cell numbers 2 to 12 (note that in the case of the script configuration screen of cell number 13, Since the script configuration screen does not exist, the process of step 200 is not performed.) (Step 202 “No”), the redial branch indicated by the alternate long and short dash line does not appear from the script configuration screen. Referring to the response history file updated in 190, one normal branch corresponding to the answer from the customer is selected (step 204).

On the other hand, if the current script configuration screen is the greeting script configuration screen of cell number 1 (step 202 "Yes"), the redial branch is output from the cell number 1 script configuration screen. Therefore, it is subsequently determined based on the customer information whether the current dial to the customer is a redial or a first dial (step 206). It should be noted that whether or not it is the redial time is determined based on the customer information. If it is the redial time, the reason for interruption, the redial setting information, etc. are registered in the customer information by the redial setting process in step 260. This is because it is easy to determine whether or not it is a redial.

If it is determined that this dial is the first dial and not the redial (step 206).
"No"), the normal branch is made from the script configuration screen of this cell number 1. Therefore, as in the case described above, the normal branch shown by the solid line in FIG. 3 and FIG. Choose one (Step 20)
4).

On the other hand, if it is judged that this dial is a redial (step 206 "Yes").
s "), and subsequently, it is judged whether or not the answer to the question on the script configuration screen of cell number 1 is" at home "(step 208), and if it is judged as" absent "(step 208" No ”), based on the answer
Then, the normal branch of the answer candidate "absent" shown by the solid line in FIG. 4 etc. is selected (step 204), and the screen is updated to the script configuration screen of the redial instruction of cell number 3.

On the other hand, when it is determined that this dial is a redial (step 206 "Yes"), and further, it is determined that the answer to the question on the script configuration screen of cell number 1 is "at home". (Step 208 “Yes”), the redial branch is made from the script configuration screen of the cell number 1. Therefore, select one of the redial branches corresponding to the step of the question interrupted at the previous dial (step 209), Instead of passing through the script configuration screen such as number 2, the script configuration screen for redialing cell number 14 or cell number 15 is updated to the script configuration screen corresponding to the step interrupted at the previous dialing.

Specifically, as shown in FIGS. 3 and 4, when the question at the time of the previous dialing is interrupted at step 1, that is, the script configuration screen of cell number 4 or cell number 5, cell number 1 The script configuration screen for cell number 2 is not updated from the script configuration screen for greetings, but the script configuration screen for cell number 14 is updated. Then, as shown in FIG. The script configuration screen of cell number 4, cell number 5, or cell number 6 corresponding to the response from the customer is updated.

Further, when the question at the time of the previous dialing is interrupted in step 2, that is, the script composition screen of cell number 9, the script composition screen for cell number 1 to the script composition of cell number 2 to cell number 8 The screen is not updated, but the script composition screen of cell number 15 is updated. Then, as shown in FIG. 4 or the like, cell number 9 or the cell corresponding to the answer from the customer in response to the question on the script composition screen of cell number 15 The script configuration screen of number 10 will be updated.

Therefore, according to this embodiment, at the time of redialing, when the customer who is the customer is at home, the script composition screen for greeting of cell number 1 is updated to the script composition screen for redial. During that time, the script configuration screen will be skipped and displayed.

Therefore, the operator who uses this device does not repeatedly ask a question at the time of redialing or the question to the customer does not conflict with the previous time, so that the processing at the time of the previous dialing can be effectively used and the redialing can be performed. It is possible to smoothly proceed with questions and responses to customers at times.

In this embodiment, as shown in FIG. 3 and FIG. 4, at the time of redialing, the cell number 14 or the cell number 15 in which the dedicated text for redialing is displayed is displayed from the script composition screen for greeting of the cell number 1. The script composition screen of the question message whose display processing was interrupted last time is displayed via the script composition screen of the above, and the undisplayed question message is sequentially displayed. However, in the present invention, at the time of redialing, the greeting of the cell number 1 is displayed. It is also possible to directly shift from the script composition screen for the question to the script composition screen of the question sentence for which the display process was interrupted last time, without going through the script composition screen of the cell number 14 or the like in which the dedicated statement at redial is displayed.

In the case of such a configuration, for example, as shown in FIG. 23, a redial is made in the answer candidate display area 81-2 of the greeting script composition screen 81 of the cell number 1 which is first displayed at the time of redial. The answer candidate when sometimes skip processing is "at home & watched (STEP 1)"
And one of the cell numbers “4, 5, 6” on the script configuration screen of step 1 in which the previous display processing is interrupted, which directly shifts when the answer candidate is selected, and “the person at home & question OK ( STEP 2) ", and the cell number of the script configuration screen of step 2 in which the previous display process, which directly shifts when the answer candidate is selected, is interrupted," 9, 1 "
By displaying one of the 0's and selecting the answer candidate, the step of which the display process was interrupted last time without going through the script configuration screen of the cell number 14 or the like in which the dedicated sentence at the time of redial is displayed is displayed. Directly move to the script configuration screen.

As shown in FIG. 24, in the answer candidate display area 81-2 of the greeting script composition screen of the cell number 1 at the time of redialing, the answer candidates for skip processing at the time of redialing are not displayed. , For example, by displaying the skip switch 81-4 on the upper right of the script configuration screen 81 and touching the skip switch 81-4, the cell number is changed from the greeting script configuration screen of the cell number 1. Instead of going through the script configuration screen such as 14 or the like, the script configuration screen of the step in which the display process was interrupted last time may be directly moved.

In the above-described case, in FIGS. 3 and 4, the greeting script composition screen of the cell number 1 is directly displayed in the previous time without the script composition screen dedicated to the skip processing of the cell numbers 14 and 15. Cell number 4, 5, 6, 9, 1 which is the script configuration screen of the step in which the processing is interrupted
It will be connected to the script composition screen of the 0 question sentence by a one-dot chain line.

Further, in this embodiment, the cell numbers 4, 5,
Although the reason for interruption occurred only on the script composition screen of 9, the script composition screen for inputting information at the time of interruption was displayed after the script composition screen for redial instruction was displayed. Alternatively, the reason for interruption may be generated in all script configuration screens. In this case, the cell number 10 from the script configuration screens of other cell numbers and all script configuration screens.
Updated to the script configuration screen for redial instructions of
After that, the script composition screen for inputting information at the time of interruption is updated, while at the time of redialing, the script composition screen for which the reason for interruption is generated is displayed via the script composition screen for redial.

In the present embodiment, as shown in FIG. 8, FIG. 9, and FIG. 13, it is explained that the interruption is selected as the answer candidate in the script composition screen in which the reason for interruption has occurred. It is also possible to return one from the script configuration screen and select interruption as the answer candidate from the script configuration screen that has returned one. For example, when an interruption occurs in the script configuration screen of cell number 4, the interruption 1 is selected as the answer candidate on the script configuration screen of the cell number 2 which is returned by one.

[0110]

As described above, according to the present invention, when a reason for interruption occurs when a question is asked with a question partner such as a customer, the interruption time information such as the transmission time and the reason for interruption is input. Remember, and when you redial to that question,
Since the information at the time of the interruption at the time of the last dial and the transmission time etc. are displayed, at the time of redialing, you can see at a glance the last transmission time and the reason for the interruption at the time of the previous dial, and the interruption information as the interruption reason. By describing the question display stage up to what stage the script configuration screen was displayed last time, it is possible to easily understand the reason why the previous script configuration screen has advanced along with the reason for interruption, even if the operator did not dial the last time. Even if the question has changed, it becomes possible to make the question and the response with the question partner smooth.

Further, according to the present invention, when the customer who is the customer is at home at the time of redialing, the script composition screen for greeting is passed through the script composition screen for redialing to the step interrupted at the previous dialing. By displaying the script configuration screen corresponding to it, and not displaying the script configuration screen in the meantime, the operator who uses this device repeatedly asks questions during redial, or the question to the question partner is different from the previous time. Things will disappear and you can effectively use the processing at the last dial,
It becomes possible to smoothly proceed with the question and the response to the question partner at the time of redial.

[Brief description of the drawings]

FIG. 1 is a configuration diagram showing an embodiment of a communication question support system according to the present invention.

FIG. 2 is an explanatory diagram showing an example of a script configuration screen and the like.

FIG. 3 is an explanatory diagram showing an example of a script used in this embodiment.

FIG. 4 is an explanatory diagram showing a connection relationship of script configuration screens that configure the script shown in FIG.

FIG. 5 is an explanatory diagram showing display contents of a script configuration screen of cell number 1 and the like.

FIG. 6 is an explanatory diagram showing display contents of a script configuration screen of cell number 2 and the like.

FIG. 7 is an explanatory diagram showing display contents of a script configuration screen of cell number 3 and the like.

FIG. 8 is an explanatory diagram showing display contents of a script configuration screen of cell number 4 and the like.

9 is an explanatory diagram showing display contents of a script configuration screen of cell number 5 and the like. FIG.

FIG. 10 is an explanatory diagram showing display contents of a script configuration screen of cell number 6 and the like.

FIG. 11 is an explanatory diagram showing display contents of a script configuration screen of cell number 7 and the like.

12 is an explanatory diagram showing display contents of a script configuration screen of cell number 8 and the like. FIG.

FIG. 13 is an explanatory diagram showing display contents of a script configuration screen of cell number 9 and the like.

FIG. 14 is an explanatory diagram showing display contents of a script configuration screen of cell number 10 and the like.

FIG. 15 is an explanatory diagram showing display contents of a script configuration screen of cell number 11 and the like.

16 is an explanatory diagram showing display contents of a script configuration screen of cell number 12 and the like. FIG.

FIG. 17 is an explanatory diagram showing display contents of a script configuration screen of cell number 13 and the like.

FIG. 18 is an explanatory diagram showing display contents of a script configuration screen of cell number 14 and the like.

FIG. 19 is an explanatory diagram showing display contents of a script configuration screen of cell number 15 and the like.

FIG. 20 is an explanatory diagram showing display contents of a script configuration screen of cell number 16 and the like.

FIG. 21 is a flowchart showing the operation procedure of the call question support method according to the present invention, which is the call question support process in the present embodiment.

FIG. 22 is a flowchart showing the update processing of the script configuration screen shown in step 200 of FIG. 21.

FIG. 23 is an explanatory diagram showing another example of display contents of the script configuration screen of cell number 1 and the like.

FIG. 24 is an explanatory diagram showing still another example of the display contents of the script configuration screen of cell number 1 and the like.

[Explanation of symbols]

1 Communication Question Support Device 2 Telephone (Communication Means) 3 Telephone Exchange Main Device (Communication Means, Re-communication Means, Calling Time Detection Means, Calling Time Storage Means) 4 Public Line 5 Customer Information Database (Question Partner Information Storage Means) 7 Files Network 11 CPU (question sentence display means, question sentence display interruption means, interruption time information display means, transmission time display means) 12 ROM (question statement storage means) 13 RAM (interruption information storage means, question text storage means) 14 Floppy Reading / writing section 14a Floppy disk (question statement storage means) 15 Hard disk (question statement storage means) 16 Keyboard (interruption information input means) 17 Mouse 18 Display 19 Printer

Claims (16)

[Claims] 1. A question sentence storage unit that stores a plurality of question sentences, a question partner information storage unit that stores question partner information, and a question partner based on the question partner information stored in the question partner information storage unit. Communication means for communicating, question text display means for sequentially displaying each question text stored in the question text storage means in response to the question partner via the communication means, and the question text in the middle of answering with the question partner A question sentence display suspending means for suspending the display processing of the question sentence on the display means; and an interruption information input means for inputting interruption information when the question sentence display processing is suspended by the question sentence display suspending means, and the suspension. The interruption time information storage means for storing the interruption time information inputted by the interruption time information input means in association with the question partner information of the question partner, and the interruption time information stored in the interruption time information storage means. Re-communication means for re-communicating with the previously asked question partner based on the question partner information, and re-communication with the previously asked question partner by the re-communication means, the interruption stored in the interruption information storage means A communication question support system, comprising: interruption information display means for displaying time information. 2. The question text display means further includes a question whose display is interrupted by the question text display interruption means after the first question text when the re-communication means re-communicates with the question partner who asked the question last time. The communication question support system according to claim 1, wherein sentences are displayed and question sentences that have not been displayed at the time of the previous communication are sequentially displayed. 3. The question text display means further displays a redial-only text after the first question text when the re-communication means re-communicates with the question partner who asked the question last time, and then the question text is displayed next. 2. The communication question support system according to claim 1, wherein the question texts whose display has been suspended by the sentence display suspending means are displayed, and the unsent question texts are sequentially displayed at the time of the previous dialing. 4. The question sentence storage means stores a plurality of question sentences and answer candidates corresponding to each question sentence, and the question sentence display means sequentially displays each question sentence stored in the question sentence storage means. At this time, an answer candidate corresponding to each question text is displayed together with each question text. The communication question support system according to claim 1, claim 2 or claim 3, wherein: 5. The interruption information input means inputs the interruption reason as the interruption information, and the interruption information display means displays the interruption reason input by the interruption information input means as the interruption information. The communication question support system according to claim 1, claim 2, claim 3, or claim 4. 6. The interruption information input means inputs a question sentence display step indicating to what stage the question text is displayed as interruption information, and the interruption information display means inputs the interruption information as interruption information. The communication question support system according to claim 1, claim 2, claim 3 or claim 4, wherein the question sentence display step input by the means is displayed. 7. A calling time detection means for detecting a calling time at the time of communicating with the question partner, a calling time storage means for storing the calling time detected by the calling time detecting means, and a previous time by a re-communication means. 3. When re-communication is performed with a question partner who made a question, a transmission time display means for displaying the transmission time stored in the transmission time storage means, and a transmission time display means. The communication question support system according to claim 3, claim 4, claim 5, or claim 6. 8. The plurality of question texts are question texts used for telemarketing or questionnaire survey, claim 1, claim 2, claim 3, claim 4, claim 4. 5, the communication question support system according to claim 6 or claim 7. 9. A plurality of question sentences and question partner information are stored, and communication is performed with the question partner based on the question partner information, and the stored question sentences are sequentially displayed in response to the question partner. , If the display process of the question text is interrupted while answering the question partner, the information at the time of interruption is entered and stored in association with the question partner information of the question partner, and the question associated with the interruption information is entered. A communication question support method, characterized in that, when re-communication is made to the question partner who asked the question based on the partner information, the stored information at the time of interruption is displayed. 10. When re-communication is performed to a question partner who asked the question last time, the question text whose display is interrupted by the question message display interrupting means is displayed next to the first question message, and the question message not displayed during the previous communication is displayed. The communication question support method according to claim 9, wherein the displayed question sentences are sequentially displayed. 11. When re-communication is performed to a question partner who asked the question last time, a special sentence at the time of redialing is further displayed after the first question text, and then the display is interrupted by the question text display interruption means. 10. The communication question support method according to claim 9, wherein the question texts are displayed, and the question texts that have not been displayed at the previous dialing are displayed sequentially. 12. An answer candidate corresponding to each question sentence is stored together with a plurality of question sentences, and when each question sentence is sequentially displayed, an answer candidate corresponding to each question sentence is displayed together with each question sentence. Claim 9, claim 10 or claim 1
The communication question support method described in 1. 13. The communication question support method according to claim 9, claim 10, claim 11 or claim 12, wherein the reason for interruption is input as interruption information and the reason for interruption is displayed. 14. The method according to claim 9, further comprising inputting a question sentence display stage indicating to what stage the question sentence is displayed as the interruption information, and displaying the question sentence display stage. The communication inquiry support method according to claim 11 or 12. 15. The calling time at the time of communicating with the question partner is detected and stored, and the stored calling time is displayed when re-communication is performed with the question partner who asked the question last time. , Claim 9, Claim 10, Claim 11,
The communication inquiry support method according to claim 12, claim 13 or claim 14. 16. The question texts as claimed in claim 9, claim 10, claim 11, claim 11, wherein the plurality of question texts are used in telemarketing or in a questionnaire survey by the telephone. 12. The communication question support method according to claim 12, claim 13, claim 14, or claim 15.