JPH11232327A - Customer window system for collecting customer information - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve a customer request processing and job efficiency by quickly updating activities of a customer dealing department or a job department by using the analyzed result of data which the customer dealing department collects. SOLUTION: This customer window system has a customer dealing department 10, a job department that executes a job in accordance with a customer request, and a whole company decision making department that decides the whole company activity. The system is also provided with a whole company activity rule database(DB) 21 for accumulating the whole company activity decision procedural rules, a customer interaction DB 22 for accumulating interaction data between an operator 31 and a customer 2, a customer interaction supporting sub system(SS) 25 for supporting the interaction, a departmental job cooperation SS 26 for instructing job execution to a department 51, a customer interaction data collection SS 27 for accumulating the interaction data in the DB 22, a whole company activity supporting SS 23 for deciding the whole company activity based on the data of the DB 22 and DB 21, and a departmental job control SS 28 and a customer interaction control SS 24 for controlling activities of the job department according to the whole company activity.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a system for supporting modification of an enterprise system by utilizing a customer's request. Related to feedback technology.

[0002]

2. Description of the Related Art Conventionally, customer service at a customer service desk is based on a manual and the skill of an operator who handles the customer. Recently, customer-facing equipment of a company called a call center is rapidly spreading. In call centers, operators can receive computer assistance,
For example, a script describing the language to be used for a customer is provided to each operator's PC (Personal Computer).
er). “Scopu
s Technology, Inc. "Sales
TEAM "provides a scenario that takes into account customer characteristics and stores customer responses in a database.

[0003]

In the customer contact system according to the prior art, the dialogue with the customer is used in a closed form in the system, and the direct relationship with the entire company, especially with the company information system, is sparse. . In today's era of prompt execution of corporate strategies, it is increasingly important to immediately utilize the real voice of customers obtained from customer dialogue in corporate management in order to enhance competitiveness. However, in the prior art, customer dialogue was not directly linked to the determination and execution of corporate strategy as an information system.

[0004] It is an object of the present invention to provide a mechanism for modifying a corporate information system in real time by utilizing various data acquired by a customer contact in response to a customer. Although there are various types of companies, a company organization is generally composed of the following: a customer service department that directly deals with customers, a business unit that performs business according to orders, and a company that formulates activity policies for the entire company. Decision making department. The main object of the present invention is to provide a system capable of quickly responding to ever-changing customer requests by passing data collected by the customer service department to the company-wide decision-making department and feeding back analysis results to the customer service activity of the customer service department. Is to build. The present invention also shows a method for reflecting the result of analyzing the data collected by the customer service department by the company-wide decision-making department in the business activities of the business department. Still another object of the present invention is to provide a technique for appropriately guiding a customer handling operation of a person in charge of a customer handling department using customer handling guidance information displayed on a PC display device.

[0005]

According to the present invention, there is provided a customer interaction database and a company-wide activity rule database. The customer interaction database stores data collected by the customer service department during customer service. The company-wide activity rule database stores rules for determining a policy on how to change the activities of the customer service department and the business department based on the data stored in the customer interaction database. In the system according to the present invention, the data stored in the customer interaction database is analyzed using the rules stored in the company-wide activity rule database, and a command for instructing the customer service department and the business department to change the operation according to the analysis result. Is issued. In order to control the operation of the customer service department, the content of the customer service guidance displayed on the PC display device of the operator is changed according to the operation change instruction.

[0006]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below in detail with reference to the drawings. FIG. 1 shows the position of a customer contact system 20 according to the present invention in a company 1. Company 1
Performs business activities through dialogue with customers 2 such as business talks and orders. The customer 2 is not limited to an individual but may be a company. Within the company 1, a customer service department 10 that directly contacts the customer 2, a company-wide decision-making department 41 that determines company-wide activity policies, and a business department 51 that performs a business generated from a dialogue with the customer 2 as an actual business. And exists.

[0007] The customer service department 10 is a customer service system 2
0 and an operator 31 that includes a customer contact 30 and interacts 110 with the customer 2 in the customer service department 10 is supported by the customer contact system 20 according to the present invention (12).
0). The order received from the customer 2 by the operator 31 is transmitted to the business department 51 via the customer contact system 20 (130). The customer contact system 20 is interconnected with the company-wide decision-making department 41 (140).

[0008] The customer contact system 20 has two characteristic DBs, a company-wide activity rule DB 21 and a customer dialogue DB 22.
(Database). Company-wide activity rule DB2
1 stores a rule used when changing the operation of the customer contact system 20 or the business department 51 from the conversation record between the customer 2 and the operator 31. The customer dialogue DB 22 stores the customer 2
And data recording a dialog between the operator 31 and the user.

FIG. 2 shows a subsystem constituting the customer service department 10 and the customer service system 20 according to the present invention. The customer service department 10 has a customer contact system 20 and a customer contact 30, and is connected to the customer 2 via the telephone 3 and the public network 4, and has a decision support system 40;
It is connected to the department business system 50.

The customer contact system 20 includes a company-wide activity rule DB 21, a customer dialogue DB 22, a company-wide activity support subsystem 23, a customer dialogue control subsystem 24, a customer dialogue support subsystem 25, and a department business interconnection subsystem. 26, a customer interaction data collection subsystem 27, and a department operation control system 28.

The customer contact 30 is a PBX (Private Branch)
Exchange) 34 and a telephone 32 connected to the operator 31 and a PC 32 for more effectively supporting customer correspondence.
To provide. As will be described later, the PC 32 has a function of displaying various information on the customer 2 to the operator 31.

The company-wide activity rules DB 21 stores company-wide activity rules in which the company-wide decision-making department has made a company-wide activity decision procedure into a rule. The decision-making support system 40 supporting the decision-making department 41 creates appropriate rules for the company-wide activity rules, and stores the rules in the company-wide activity rule DB 21.

The customer conversation DB 22 stores conversation data between a company operator and a customer.

The company-wide activity support subsystem 23 determines company-wide activities based on the result of processing the data stored in the customer dialogue DB 22 in accordance with the rules stored in the company-wide activity rule DB 21, and The operation of the section operation system 50 is controlled. The control is performed through the customer interaction control subsystem 24 for controlling the customer contact system 20 and the department business control subsystem 28 for controlling the department business system 50, respectively.

The customer interaction control subsystem 24 controls the activities of the customer service department 10 according to the above-mentioned company-wide activities.

The customer dialogue support subsystem 25 is provided for the customer 2
And the operator 31 are supported. Typically, the customer 2 makes a customer contact system 20 by telephone 3 via the public network 4.
To access.

The department business interconnection subsystem 26 instructs the business department 51 to execute a business based on a customer request. The operator 31 drives an appropriate departmental section operation system 50 in accordance with a command instructed via the customer dialogue support subsystem 25.

The customer conversation data collection subsystem 27 includes:
The conversation data between the customer 2 and the operator 31 is collected, and the result is stored in the customer conversation DB 22.

The department business control system 28 controls the activities of the business department 51 in accordance with the above-mentioned company-wide activities.

The control of the customer window system 20 is realized by changing the movement of the customer dialogue support subsystem 25.

Although the customer contact system 20 of the present embodiment shown in FIGS. 1 and 2 is closely related to both the business department 51 and the company-wide decision making department 41, various implementation modes are used in implementing the present invention. Can be considered. For example, FIG.
As shown in FIG. 1, a form in which the customer contact system 20 does not have the cooperation with the business department 51 as shown in FIG. 1 is also possible. In that case, only the corporate decision-making department 41 interacts with the customer contact system 20. This configuration may be suitable for a company in which the operation of the business unit 51 is almost fixed.

Further, as another example, as shown in FIG.
Is not determined, but the operation of the customer contact system 20 itself may be determined. In particular, this configuration may be sufficient for a small company that does not need the independent company-wide decision-making department 41.

As still another example, as shown in FIG.
In some cases, the customer contact system 20 does not have a special cooperation relationship with the company-wide decision-making department 41 or the business department 51, and takes the form of a closed system dedicated to dealing with customers. According to this system, there is an advantage that it can be realized as a small-scale system when only operation control that can be handled by the customer service department 10, such as assignment of an operator and how to explain a product, is performed.

Since the customer contact system 20 having the configuration shown in FIGS. 3 to 5 is a special case of the system described with reference to FIGS. 1 and 2, the following description will be made of the business department 51 and the company-wide decision making department 41. The embodiment is directed to the customer contact system 20 that cooperates closely with both.

Referring to FIG. 6, an example of a screen viewed on the PC 32 by the operator 31 of the customer service department 10 using the customer contact system 20 will be described. On the screen 320, a window for displaying the following various data appears. Each window supports a customer data window 330 for displaying data relating to a customer being served, an order reception window 340 for receiving an order from the customer, a product information window 350 for displaying product information, and handling of the customer. A guidance window 360.

This figure is an example of the screen configuration. In some cases, more types of data are presented to the operator depending on the type of business or company policy, and in other cases, less types of information are sufficient. Although various data are displayed in different windows in this figure, a design in which a smaller number of windows are collectively displayed is also possible.

The customer data window 330 includes a customer number 331 and its display field 332, and a customer name 3
33 and its display field 334 and the recent order 33
5 and its display field 336, and the total number of transactions 337
And its display field 338.

The customer number 331 displayed in the customer data window 330 is an identifier assigned by the company 1 to the customer 2 being handled by the operator 31.
From the user, input into the display field 332, or use the caller ID notification service or the like to automatically set the customer interaction support subsystem 25. As will be described later, the customer number 33 is displayed through the guidance window 360.
1 may be input.

The customer name 333 is the name of the customer 2 that the operator 31 is dealing with. The operator 31 hears from the customer 2 and inputs it into the display field 334, or the customer dialogue support subsystem 25 based on the customer number 331. May be set automatically. The recent order 335 is the name of the product that the customer 2 has recently ordered from the company 1, the cumulative transaction 337 is the total amount of the products that the customer 2 has ordered so far from the company 1, and the contents of each item are display fields 33
6, 338 are automatically set by the customer dialogue support subsystem 25. These data are used when the operator 31 interacts with the customer 2.

The order reception window 340 displays the product name 34
1 and its display field 342, specification 343 and its display field 344, delivery date 345 and its display field 346, payment method 347 and its display field 347.

Product name 341, specification 343, delivery date 345, payment method 347 displayed on order reception window 340
Are items that the operator 31 inputs when the customer 2 places an order.
Appear at 2,344,346,348. Of course, a configuration is also possible in which the above values are automatically set when the operator 31 specifies the corresponding product using another method. The contents of the order reception window 340 are used for confirming an order with respect to the customer 2 and for placing an order with the departmental department business system 50.

The product information window 350 has a product name 35
1 and display field 352, specification 353 and display field 354, delivery date 355 and display field 356, product search 357 and display field 35
8 and a “return” button 359 are displayed.

The product name 351, specification 353, and delivery date 355 displayed in the product information window 350 are product information that can be referred to by the operator 31 in the dialogue with the customer 2, and the respective contents are display fields 352, 354,
Appears at 350. Here, a product search 357 is also possible. When a key such as a product name or a product identifier is input to the display field 358, the search result is displayed in the display field 35.
2, 354, and 350. "Back" button 35
When 9 is pressed, the previous product information is also displayed in the display fields 352, 354 and 350 described above.

The guidance window 360 displays texts 361, 362, 367, a customer number 363 and its display field 364, a confirm button 365, an unknown button 366, an order button 368, and another consultation button 369. .

The guidance window 360 displays a scenario for supporting the dialogue between the operator 31 and the customer 2. Text 361, 362, 367
Is the content that the operator 31 should talk to the customer 2. Further, the guidance window 360 also provides a mechanism for dynamically controlling customer response. Text 3
62 causes the customer 31 to inquire the customer 31 of the “customer number” 363 which is the customer number 331. If customer 2 already has customer number 331, operator 31 enters customer number 331 in display field 364.

The operator 31 sets the display field 364
Is confirmed to the customer 2 and the "confirm" button 365 is pressed, and the "customer number" 363 is automatically set as the customer number 331 in the customer data window 330.

If confirmed, the next text 367 is displayed to receive the order. On the other hand, when the “unknown” button 366 is pressed, a text for asking the customer 2 for various customer information such as a name appears. As for the text 367 in FIG. 6, depending on whether the customer 2 actually places an order or proceeds to another consultation or the like, the operator 31
By pressing the "order" button 368 or the "another consultation" button 369, the next scenario is determined.

FIG. 7 shows a flow of processing of the entire customer contact system 20. First, when the processing of the customer contact system is started (S1), an administrator of the customer contact system 20 activates the customer dialogue support subsystem 25 (S2), and the customer dialogue support subsystem 25 starts overall control. (S3).

FIG. 8 shows the customer dialogue support subsystem 2
5 shows a specific flow of the process (S3). Step S3
When the customer dialogue support subsystem 25 is activated, the departmental task interconnection subsystem is activated (S31), the departmental task control subsystem is activated (S32), the customer dialogue data collection subsystem is activated (S33), and the entire company is started. The activation of the activity support subsystem (S34) and the activation of the customer interaction control subsystem (S35) are sequentially executed.

The customer dialogue support subsystem 25 monitors the input (S36) and performs processing according to the input. It is monitored whether or not the input is made by the operator 31 (S37). When there is an input by the operator 31, it is analyzed whether or not the instruction is an end instruction of the customer window system 20 (S4).
0). As a result of the analysis in step S40, if the input is an instruction to end the customer service system 20, the subsystems are sequentially stopped (S46, S47, S48, S49, S5).
0), the process of the customer contact system 20 ends (S5).
1).

As a result of the analysis in step S40, if the input is not an instruction to end the customer service system 20, input data processing such as display of the customer number 331 described in FIG. 6 is performed (S41), and customer interaction data collection is performed. It is analyzed whether a customer conversation record message 70, which is data recording a conversation with a customer to be passed to the subsystem 27, has been generated (S42). As a result of the analysis in step S42, if the customer conversation record message 70 has been generated,
0 is sent to the customer conversation data collection subsystem 27 (S
43), it is analyzed whether or not a task instruction message 60, which is data describing a task generated from a dialogue with a customer to be passed to the department task interconnection subsystem 26, has been generated (S44). As a result of the analysis in step S42, if the customer dialogue record message 70 has not been generated, the job instruction message 60 which is data describing the job generated from the dialogue with the customer to be passed to the department business interconnection subsystem 26.
It is analyzed whether or not is generated (S44).

As a result of the analysis in step S44, if the task instruction message 60 has been generated, the message 60 is sent to the department task interconnection subsystem 26 (S45).
It returns to step S36. As a result of the analysis in step S44,
If the job instruction message 60 has not been generated, the process returns to step S36.

As a result of the analysis in step S37, when the input is not the input by the operator 31, the input passed to the customer dialogue support subsystem 25 is replaced by the guidance window 36 passed from the customer dialogue control subsystem 24.
It is analyzed whether it is data for notifying the update of the content of 0 (S38). As a result of the analysis in step S38, the input passed to the customer dialogue support subsystem 25 is changed to the guidance window 3 passed from the customer dialogue control subsystem 24.
If the data is a notification of the update of the content of 60, the content of the guidance window 360 is updated according to the instruction of the data (S39), and the process returns to step S36. As a result of the analysis in step S38, the customer dialogue support subsystem 25
Is not the data for notifying the update of the contents of the guidance window 360 passed from the customer interaction control subsystem 24, the process proceeds to step S36.
Return to

Referring to FIG. 9, the details of the processing of the department work interconnection subsystem 26 shown in step S31 will be described.
The department business interconnection subsystem 26 started in step S31 receives the business instruction message 60 from the customer interaction support subsystem 25 (S311), and instructs the department business system 50 to execute the business according to the described business instruction. (S312).

The details of the processing of the company-wide activity support subsystem 23 shown in step S34 will be described with reference to FIG. The company-wide activity support subsystem 23 started in step S34 checks the update status of the contents of the customer interaction DB 22 (S341), checks the update status of the contents of the company-wide activity rule DB 21 (S342), and one of them has been changed. If
Perform the following processing. That is, when it is determined that the content of the guidance window 360 provided to the operator 31 of the customer interaction support subsystem 25 needs to be updated (S343), new content is created (S344),
An update request is sent to the customer interaction control subsystem 24 (S345). Similarly, when it is determined that the operation of the departmental department business system 50 needs to be changed (S346), an instruction to change the operation of the departmental department business system 50 is issued to the departmental task control subsystem 28. (S
347).

Referring to FIG. 11, the details of the processing of the customer interaction data collection subsystem 27 shown in step S33 will be described. The customer conversation data collection subsystem 27 started in step S33 is a customer conversation support subsystem 25
Receives the customer conversation record message 70 from the server (S33).
1), the described contents are stored in the customer interaction DB 22 (S332).

Referring to FIG. 12, the details of the processing of the customer interaction control subsystem 24 shown in step S35 will be described. The customer interaction control subsystem 24 started in step S35 receives the update request for the guidance window 360 from the company-wide activity support subsystem 23 (S35).
1) Update the contents of the guidance window 360 provided by the customer interaction support subsystem 25 to the operator 31 according to the described contents (S352).

Referring to FIG. 13, the details of the processing of the departmental operation control subsystem 28 shown in step S32 will be described. The divisional operation control subsystem 28 started in step S32 receives the operation change request for the divisional divisional operation system 50 from the company-wide activity support subsystem 23 (S321), and changes the operation of the divisional division operation system 50 according to the described contents. (S322). Since the control interface for operation change provided by the departmental department operation system 50 is different, the departmental operation control subsystem 28
Uses control means according to the company information system to which the present invention is applied.

With reference to FIG. 14, an example of the data format of the job instruction message 60 passed from the customer dialogue support subsystem 25 to the department job cooperation subsystem 26 will be described. It goes without saying that the data formats described below differ depending on the type of business and the corporate information system management policy. Business instruction message 6
0 is composed of a number of sub-messages 61 which are units of business instructions according to the division of functions between the divisional business cooperation subsystem 26 and the departmental business system 50. Each sub message 61
Includes an operator identifier 611 indicating the operator 31 involved in the generation of the sub-message 61, a business identifier 612 indicating a business operation indicated by the sub-message 61,
It has data 613 necessary for performing the job operation.

With reference to FIG. 15, an example of the data format of the customer conversation record message 70 passed from the customer conversation support subsystem 25 to the customer conversation data collection subsystem 27 will be described. Similarly to the business instruction message 60, the data format described below changes according to the customer information management policy of the company. The customer conversation record message 70 includes a takeover source operator identifier 71 indicating the operator 31 who was in charge of the customer conversation immediately before, an operator identifier 72 indicating the operator 31 in charge of the customer conversation, and a customer 2 who is a target of the customer conversation. And several sub-messages 7 describing the actual customer dialogue in appropriate units
4 and a takeover destination operator identifier 75 indicating the operator 31 immediately responsible for the customer dialogue.

The takeover source operator identifier 71, the operator identifier 72, and the takeover destination operator identifier 75 are used to continuously record the response of the customer service department 10 to the customer 73 regardless of the change of the responsible operator 31. Data describing customer correspondence is stored in the sub-message 74, which includes a transaction identifier 741 indicating a type of transaction with the customer 73, a product identifier 742 indicating a traded product, and a transaction amount 743 indicating a transaction amount. And a start date and time 744 and an end date and time 745 indicating a period of customer correspondence,
Includes additional information 746 that conveys other information.

With reference to FIG. 16, an example of the data format of the customer conversation data 80 stored in the customer conversation DB 22 by the customer conversation data collection subsystem 27 will be described. The data format described below, like the customer conversation record message 70, varies depending on the customer information management policy of the company and the like.

The customer interaction data 80 includes a customer identifier 801 indicating the target customer 2, a transaction identifier 802 indicating the type of transaction performed in the customer interaction, and a corresponding operator 3
1, a product identifier 804 indicating a product handled, a transaction amount 805 indicating a transaction amount in the transaction, and a start date and time 8 indicating a period corresponding to the customer.
06, an end date and time 807, additional information 808 conveying other information, a transaction preceding the customer dialogue and a previous transaction identifier 809 indicating the operator 31 at that time, a takeover source operator identifier 810, The transaction identifier includes a post-transaction identifier 811 indicating the transaction to be performed and the operator 31 at that time, and a takeover destination operator identifier 812.

Pre-transaction identifier 809 and post-transaction identifier 810
Is set if they and the current transaction 802 are deemed to have occurred during a series of customer interactions.

Referring to FIG. 17, company-wide decision-making department 41 stores company-wide activity decision procedure 9 stored in company-wide activity rule DB 21.
An example of a data format of 0 will be described. Customer conversation data 80
Similarly to the above, the data format described below changes depending on the decision-making policy of the company.

The company-wide activity determination procedure 90 includes a procedure identifier 91.
And an application destination type 92 for discriminating whether the application result of the procedure 90 is an operation change instruction of the department operation system 50 or a display content change instruction of the guidance window 360 to the department operation control subsystem 28, and the application of the procedure 90 An application condition 93 describes a condition to be performed, and an application result 94 describes a result of applying the procedure 90.

The company-wide activity determination procedure will be described using two examples of an application condition 93 and an application result 94. “If the number of handled specific products during a certain period exceeds a certain number, the handling priority of the product is increased.” The first example is to detect a hot selling product and change the movement of the department business system 50. Things. "If the number of complaints for a specific product exceeds a certain number, provide guidance to the operator so as to offer the customer a replacement of the product for the complaint for the product." When the complaints occur frequently, first, the response of the operator 31 is changed through the guidance window 360 so as to directly alleviate the customer's dissatisfaction.

Referring to FIG. 18, an example of display data of a new guidance window 360 sent from the company-wide activity support subsystem 23 to the customer interaction control subsystem 24 will be described.
Here, description will be made based on the second example shown in FIG. FIG. 18A is a flow of a guidance text generally corresponding to a complaint before starting the complaint handling of the second example. When a complaint is received from the customer 2, a text 201 for recording the complaint is displayed. For example, a question is asked for a product name 202 and a complaint content 204, and the result is input to the display fields 203 and 205. When the complaint receiving work is completed, the operator 31 presses a “completion” button 206.
In the guidance window 360, a text 210 for ending the customer service is displayed.

FIG. 18B shows the flow of the guidance text after the complaint handling in the second example is started. First, when a complaint is received from the customer 2, the operator 31 records the details of the complaint (201, 201) as in FIG.
202, 203, 204, 205), when the complaint receiving work is completed, the "Complete" button 206 is pressed. In the guidance window 360, a text 220 that offers the customer 2 to exchange goods is displayed. If the customer 2 requests a product exchange (221), a text 222 for confirming the product exchange
However, if the customer 2 does not request a product exchange (223), a text 224 for confirming the receipt of the complaint is displayed.

Referring to FIG. 19, a description will be given of the flow of processing in which the customer dialogue support subsystem 25 creates the customer dialogue record message 70. This processing is performed in the input processing S41 in the processing S3 of the customer interaction support subsystem 25 shown in FIG. First, it is determined whether or not the customer dialogue is an operation taken over from the immediately preceding operator 31 (S
61). If the customer dialogue is an operation taken over from the immediately preceding operator 31, the identifier of the immediately preceding operator 31 is set as the takeover source operator identifier 71 (S63), and if not, the takeover source operator identifier 71 is set to "NULL". Is set to that effect (S62). Next, the identifier of the operator 31 who is currently dealing with the customer is set as the operator identifier 72 (S64), and the identifier of the customer 2 to be treated with the customer is set as the customer identifier 73 (S65).

It is monitored whether or not the unit transaction determined by the customer contact system 10 has been completed (S66).
Is created (S67). Next, it is monitored whether or not the customer response by the operator 31 is completed (S68). When the customer response by the operator 31 is completed, it is determined whether or not the work is taken over to the next operator 31 (S6).
9). When handing over the work to the next operator 31,
The identifier of the immediately succeeding operator 31 is set as the takeover destination operator identifier 75 (S71), and if there is no handover, the fact is set (S70).

In this way, the customer conversation record message 7
When 0 is created, it is sent to the customer interaction data collection subsystem 27 by the processing of the customer interaction support subsystem 25.

Referring to FIG. 20, the flow of processing of the task instruction message 60 by the section task cooperation subsystem 26 will be described. The divisional work cooperation subsystem 26 monitors whether there is a sub-message 61 of the business instruction message 60 to be processed (S81), and if there is a sub-message 61 of the business instruction message 60 to be processed, The messages 61 are sequentially extracted and the business identifier 61
One or a plurality of department business systems 50 corresponding to 2 are selected (S83), and converted into parameters suitable for calling the control interface provided by each department business system 50 using the data 613 of the sub-message 61. Then, the purpose of the task instruction message 60 is achieved by calling an appropriate function of each task system 50 (S85).

[0064]

According to the present invention, the activities of the customer service department and the business department are quickly updated using the analysis result of the data collected by the customer service department, and the customer request processing and business efficiency can be improved without missing an opportunity. Can be improved.

[Brief description of the drawings]

FIG. 1 is a diagram showing the positioning of a customer contact system in a company.

FIG. 2 is a view for explaining a subsystem constituting the customer contact system.

FIG. 3 is a diagram illustrating a customer contact system that cooperates only with a company-wide decision-making department.

FIG. 4 is a diagram illustrating a customer contact system that cooperates only with a business department.

FIG. 5 is a diagram illustrating a customer contact system that operates independently.

FIG. 6 is a view exemplifying a screen provided by the customer contact system.

FIG. 7 is a diagram showing a flow of processing of the entire customer contact system.

FIG. 8 is a diagram showing a processing flow of a customer dialogue support subsystem.

FIG. 9 is a diagram showing a processing flow of a department work interconnection subsystem.

FIG. 10 is a diagram showing a processing flow of a company-wide activity support subsystem.

FIG. 11 is a diagram showing a processing flow of a customer conversation data collection subsystem.

FIG. 12 is a diagram showing a processing flow of a customer interaction control subsystem.

FIG. 13 is a diagram showing a processing flow of a department operation control subsystem.

FIG. 14 is a view for explaining an example of the data format of a task instruction message.

FIG. 15 is a view for explaining an example of the data format of a customer conversation record message.

FIG. 16 is a view for explaining an example of the data format of customer interaction data.

FIG. 17 is a diagram illustrating an example of a data format of a company-wide activity determination procedure.

FIG. 18 is a diagram illustrating an updated guidance window.

FIG. 19 is a diagram showing a flow of a process in which a customer conversation support subsystem creates a customer conversation record message.

FIG. 20 is a diagram showing the flow of processing of a task instruction message by a department task cooperation subsystem.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 company 2 customer 3 telephone 4 public network 10 customer service department 20 customer contact system 21 company-wide activity rule DB 22 customer dialogue DB 23 company-wide activity support subsystem 24 customer dialogue control subsystem 25 customer dialogue support subsystem 26 departmental business cooperation subsystem 27 Customer Interaction Data Collection Subsystem 28 Department Operation Control Subsystem 30 Customer Service 31 Operator 32 Terminal Device 33 Telephone 34 PBX 40 Decision Support System 41 Company-wide Decision Making Department 50 Department Business System 51 Business Department 60 Business Instruction Message 70 Customer Interaction Record Message 80 Customer conversation message 90 Company-wide activity decision procedure

Continued on the front page (72) Inventor Shigeki Kinoshita 216 Totsuka-cho, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture, Hitachi, Ltd. Information and Communication Division

Claims (8)

[Claims] 1. A customer service department for receiving a customer request,
In a customer contact system that collects customer information in a corporate information system consisting of a business department that executes business in response to customer requests and a company-wide decision-making department that determines company-wide activities, the company-wide decision-making department determines company-wide activities. A company-wide activity rule database that stores company-wide activity rules with rules, a customer dialogue database that stores dialogue data between a company-side operator and a customer, and a customer who supports a dialogue between a company-side operator and a customer A dialogue support subsystem, a departmental work cooperation subsystem that instructs the above-mentioned business units to execute business based on customer requests, and a customer dialogue that collects dialogue data between a company-side operator and a customer and stores it in a customer dialogue database The data collection subsystem and the data accumulated in the customer dialogue database are used for the company-wide activity rules. A company-wide activity support subsystem that determines company-wide activities based on the results of processing according to the rules accumulated in the database, a department business control subsystem that controls the activities of business units in accordance with the above-mentioned company-wide activities, and a customer service department that follows the above-mentioned company-wide activities. And a customer interaction control subsystem for controlling activities of the customer. 2. The customer window for collecting customer information according to claim 1, wherein the customer dialogue support subsystem includes a step of providing a customer-facing instruction displayed on a computer display device to the company-side operator. system. 3. The customer contact system for collecting customer information according to claim 2, wherein the customer interaction control subsystem has a step of controlling the activity of the customer service department by updating the customer service instruction sheet. . 4. The customer interaction data collection subsystem according to claim 2, further comprising a step of collecting data input by a company-side operator into an information collection input field displayed on the customer correspondence instruction sheet. A customer contact system that collects customer information. 5. The customer dialogue control subsystem controls the activity of the customer service department by executing creation / discarding / content updating / relocation in the customer service instructions, especially for the input field for information collection. The customer contact system according to claim 4, wherein the customer information is collected. 6. A customer service department for receiving a customer request,
In a customer contact system that collects customer information in a corporate information system composed of a company-wide decision-making department that decides company-wide activities, company-wide activities in which the company-wide decision-making department has accumulated company-wide activity rules in which the company-wide decision-making procedure is ruled A rule database, a customer interaction database storing interaction data between the company operator and the customer, a customer interaction support subsystem for supporting the interaction between the company operator and the customer, and a A customer interaction data collection subsystem that collects interaction data between and stores it in a customer interaction database, and a company-wide activity based on a result of processing the data stored in the customer interaction database in accordance with the rules stored in the company-wide activity rule database. A company-wide activity support subsystem that determines
A customer interaction control subsystem for controlling activities of the customer service department in accordance with the company-wide activities. 7. A customer service department for receiving a customer request,
In a customer contact system that collects customer information in a corporate information system composed of a business department that performs business in response to a customer request, the customer handling department defines a customer handling and business processing rule in which a customer handling decision procedure is ruled. A customer interaction and business processing rule database that has been accumulated, a customer interaction database that has accumulated and accumulated interaction data between a company operator and a customer, and a customer interaction support subsystem that supports interaction between the company operator and the customer. A department business cooperation subsystem that instructs the business department to execute a business based on a customer request, and a customer interaction data collection subsystem that collects interaction data between a company-side operator and a customer and stores the data in a customer interaction database. The data stored in the customer interaction database to the customer response and business processing A customer response and business processing support subsystem that determines customer response and business processing based on the result of processing according to the rules stored in the database, a department business control subsystem that controls the activities of the business department according to the business processing, A customer interaction control subsystem for controlling activities of a customer service department in accordance with the customer service. 8. A customer service system for collecting customer information in a corporate information system comprising a customer service department for receiving a customer request, a customer service rule database storing customer service rules in which a customer service decision procedure is ruled, A customer interaction database storing interaction data between a company operator and a customer, a customer interaction support subsystem that supports interaction between the company operator and the customer, and interaction data between the company operator and the customer Customer interaction data collection subsystem that collects and stores the customer interaction database in a customer interaction database, and a customer that determines customer interaction based on the result of processing the data stored in the customer interaction database in accordance with the rules stored in the customer interaction rule database Response support subsystem, the customer response department And a customer interaction control subsystem for controlling activities. A customer contact system for collecting customer information.