JPH1125174A - System and method for automatically sending answer in help disk system and recording medium recording automatic answer sending program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a help disk system capable of quickly answering to a customer and enabling a clerk in charge of window operation to efficiently execute operation even when answer data corresponding to a customer's inquiry are not stored in a data base(DB). SOLUTION: When an answer corresponding to an inquiry from a customer 1 is not registered in a settled event DB 11, the answer is transmitted, in accordance with an answer request from a secondary answerer informing means 6 in the 1st computer 2 to be used for a clerk in charge of window operation from a settled event registering means 8 and an automatic answer sending means 12 in a 2nd computer 7 to be used for an expert directly to the customer 1 without passing through a 1st computer 2.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a help desk system, which is a system for allowing a person in charge of a window service to refer to a database storing answer data to inquiries from customers and assisting the person in charge of answering. The present invention relates to an automatic answering method, an automatic answering method, and a recording medium for recording an automatic answering program in a help desk system for automatically sending an answer to a customer.

[0002]

[Prior Art] "Help Desk Builder / CS User's Guide, PPU0-MAN-1660-B0600-00, NEC Corporation, 19
"Issued March 1997" discloses a configuration of a help desk system that allows a person in charge of a window service to refer to a database storing answer data to inquiries from customers and assists the person in charge of answering. .

[0003] In this conventional help desk system, when answer data to an inquiry from a customer is registered in a database, a person in charge of the counter business attaches a header or footer to the answer data and sends the answer data to the customer. FAX or e-mail of the answer was sent.

[0004]

However, in this conventional help desk system, if the response data to the inquiry from the customer is not registered in the database, the person in charge must answer the customer on the spot. I could not do it, and I had to reply to the customer after inquiring the expert separately and getting the answer.

[0005] For this reason, in the conventional help desk system, there is a problem that the customer cannot get an answer promptly, and as a result, the problem of the customer cannot be solved. There is a problem that work cannot be performed efficiently.

[0006] Further, since the person in charge of the counter business cannot complete the answer to the customer at the time of inquiry,
Since the task of inquiring the expert for the answer to the inquiry and the window service for the inquiry from another customer must be performed in parallel, there is a problem that the window service cannot be performed efficiently.

[0007] It is an object of the present invention to provide a method for responding to a customer in a short time even when response data to an inquiry from the customer is not stored in a database, and for a person in charge of a window operation to efficiently perform the task. The purpose of the present invention is to provide a help desk system.

[0008]

An automatic answering system in a first help desk system according to the present invention includes a solution case database in which answers to inquiries from customers are registered in advance, receives inquiries from customers, and When the answer to the inquiry is registered in the solution case database, in the help desk system including the first computer for replying the answer to the customer who made the inquiry, the answer to the inquiry from the customer is stored in the solution case database. If not registered, a second computer that creates an answer and registers it in the solution case database and transmits the answer to the inquiring customer is included.

According to a second automatic answering system in the help desk system of the present invention, in the automatic automatic answering system in the first help desk system, the first computer may be arranged so that an answer to an inquiry from a customer is stored in the solution case database. A second responder notifying means for transmitting a response request to the second computer when not registered in the second computer, wherein the second computer transmits the response request from the second responder notification means Solution case registration means for creating an answer, associating the answer with the customer inquiry and registering the answer in the solution case database, and transmitting the answer created by the solution case registration means to the customer who made the inquiry. And automatic response sending means.

In a third automatic help desk system according to the present invention, in the automatic answer system according to the second help desk system, the first computer may include an inquiry history database for registering a past inquiry history. , Receive customer inquiries,
It is determined whether or not the inquiry has already been registered in the inquiry history database. If the inquiry has been registered, the inquiry history search means for acquiring information of the inquiry and the inquiry history search means determine whether the inquiry has been received from the customer. When it is determined that is not registered in the inquiry history database, the inquiry registration means for registering the information of the inquiry in the inquiry history database, the information of the inquiry acquired by the inquiry history search means or the inquiry registration means It is determined whether an answer corresponding to the information of the inquiry registered in the inquiry history database is registered in the solution case database, and if registered, the answer is obtained from the solution case database and registered. If not, the second pair Characterized in that it contains the user notification and solve case retrieval means for requesting the acquisition of the answer to the means, and the answer reply means to reply to the customer having made the inquiry to say that the solution case retrieval means has acquired.

[0011] In a first automatic answering method of a help desk system according to the present invention, a first computer receives an inquiry from a customer, and the answer to the inquiry is a solution example in which the answer to the inquiry from the customer is registered in advance. If the answer is registered in the database, the answer is returned to the customer who made the inquiry, and the second computer creates an answer if the answer to the inquiry from the customer is not registered in the solution case database. And registering the answer in the solution case database, and transmitting the answer to the customer who made the inquiry.

According to a second automatic answering method in the help desk system of the present invention, in the first automatic answering method in the help desk system, the first computer may be configured so that an answer to an inquiry from a customer is stored in the solution case database. A second responder notifying step of transmitting an answer request to the second computer when not registered in the second computer, and the second computer receiving the answer request in the second responder notifying step And
A solution case registration step of creating an answer and associating the answer with the customer inquiry and registering the answer in the solution case database; and the second computer inquiring about the answer created in the solution case registration step. Automatically transmitting a response to the customer.

[0013] A third automatic answering method in the help desk system according to the present invention is the automatic answering method in the second help desk system, wherein the first computer receives an inquiry from a customer, and the first computer receives the inquiry. A query history search step of determining whether or not the inquiry history is registered in an inquiry history database for registering a past inquiry history, and if registered, acquiring information of the inquiry; In a history search step, when it is determined that the inquiry from the customer is not registered in the inquiry history database, an inquiry registration step of registering information of the inquiry in the inquiry history database; and Inquiry history search step In the inquiry registration step, it is determined whether or not an answer corresponding to the inquiry information registered in the inquiry history database in the inquiry registration step is registered in the solution case database. A solution case search step of obtaining an answer from the solution case database; and an answer reply step of returning the answer obtained in the solution case search step to a customer who inquired about the answer in the solution case search step. I do.

The first recording medium of the present invention receives an inquiry from a customer, and if the answer to the inquiry is registered in a solution case database in which the answer to the inquiry from the customer is registered in advance, And a program that causes the first computer to perform a process of replying to the customer who made the inquiry, and, when the answer to the inquiry from the customer is not registered in the solution case database, creates an answer and stores the answer in the solution case database. A program for causing the second computer to perform a process of registering and transmitting the answer to the inquiring customer is recorded.

[0015] The second recording medium of the present invention, when the answer to the inquiry from the customer is not registered in the solution case database in the first recording medium, requests the second computer for an answer. A program for causing the first computer to perform a second responder notification process to be transmitted and a response request in the second responder notification process are received, and a response is created and the response is responded to the customer inquiry. A program that causes the second computer to perform a solution case registration process for registering the solution case database with the solution case database and an answer automatic transmission process for sending the answer created in the solution case registration process to the customer who made the inquiry. It is recorded.

A third recording medium according to the present invention, in the second recording medium, receives an inquiry from a customer and determines whether or not the inquiry is registered in an inquiry history database for registering past inquiry history. In the case where the inquiry is registered, the inquiry history search process for acquiring the information of the inquiry, and the inquiry history search process, when it is determined that the inquiry from the customer is not registered in the inquiry history database, Inquiry registration processing for registering the information of the inquiry in the inquiry history database, and the answer corresponding to the information of the inquiry acquired in the inquiry history search processing or the information of the inquiry registered in the inquiry history database in the inquiry registration processing. Case database It is determined whether or not it is registered, and if it is registered, a solution case search process for obtaining the answer from the solution case database, and a reply obtained in the solution case search process is returned to the customer who made the inquiry. And a program for causing the first computer to perform an answer reply process.

[0017]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a first embodiment of the present invention will be described in detail with reference to the drawings.

Referring to FIG. 1, in a first embodiment of the present invention, a customer 1 making an inquiry, a first computer 2 operated by a program used by a person in charge of a window service, and an expert A second computer 7 operating under control of a program to be used, and a first computer 2
And a solution history DB 12 that is shared by the first computer 2 and the second computer 7 and stores a solution to a customer inquiry.

The first computer 2 accesses an inquiry history DB 11 in response to an inquiry from the customer 1 and obtains an inquiry history search means 3 for acquiring the past inquiry history of the customer 1, and an inquiry from the customer 1 In response to the request, the inquiry history DB 11 is accessed. If the content of the inquiry is new, the inquiry registration means 4 for registering the content and the solution case DB 12 are accessed in response to the inquiry from the customer 1, If the answer to the inquiry is already registered, the solution case search means 5 for obtaining the answer, and if the answer is obtained by the solution case search means 5, the response If the answer is not obtained by the answer replying means 10 for replying to FAX 1 or e-mail and the solution case searching means 5, The and a secondary responder notifying means 6 for notifying the second computer 7.

In response to the notification from the second responder notification means 6, the second computer 7 creates a response to the inquiry from the customer 1 and registers it in the solution case DB 12; A response automatic replying means 13 for attaching a header or footer to the reply created by the case registering means 8 and replying to the customer 1 by facsimile or electronic mail.

Next, the operation of the first embodiment of the present invention will be described in detail with reference to FIGS.

First, the customer 1 sends an inquiry to the first computer 2 (step 21).

The person in charge of the window operation using the first computer 2 starts the inquiry history search means 3 in response to an inquiry from the customer 1.

The inquiry history search means 3 determines whether or not the contents of the inquiry from the customer 1 have already been registered in the inquiry history DB 10 (step 22). Obtain (step 23).

When the inquiry history search means 3 determines that the contents of the inquiry from the customer 1 are not registered in the inquiry history DB 10, the inquiry registration means 4
The content of the inquiry is registered in the inquiry history DB 10 (step 24).

The solution case search means 5 determines whether the contents of the inquiry acquired by the inquiry history search means 3 or the answer to the contents of the inquiry acquired by the inquiry registration means 4 are already registered in the solution case DB 11 ( Step 25), if registered, obtain the answer (Step 26).

The answer reply means 9 attaches a header or footer to the answer obtained by the solution case search means 5 and faxes the answer to the customer 1.
Alternatively, a reply is made by e-mail (step 27).

The second responder notifying means 6 stores the answer to the contents of the inquiry by the solution case searching means 5 in the solution case DB.
When it is determined that the answer is not registered in the second computer 11, the second computer 7 is notified of an answer request for the answer (step 28).

The expert using the second computer 7 creates a response to the inquiry from the customer 1 in response to the notification from the second responder notification means 6 and activates the solution case registration means 8.

The solution case registration means 8 stores the answer to the inquiry from the customer 1 created by the expert in the solution case DB 1
1 (step 29).

The reply automatic reply means 12 returns a reply to the inquiry from the customer 1 prepared by the expert by attaching a header or a footer to the customer 1 by facsimile or e-mail (step 2A).

With the above, the operation of the first embodiment of the present invention is completed.

According to the first embodiment of the present invention, even when the answer to the inquiry from the customer 1 is not registered in the solution case DB 11, the second computer of the In response to a response request from the next responder notification unit 6, the solution case registration unit 8 and the automatic response transmission unit 1 of the second computer 7 used by the expert
2 can send a reply directly to the customer 1 without going through the first computer 2, so that the reply to the customer can be made in a short time, and the person in charge of the counter business can efficiently carry out the work. It has the effect that can be.

[0034]

Next, an embodiment of the present invention will be described in detail with reference to FIGS.

For example, upon receiving an inquiry from the customer 1 about the message "Network is not connected", the person in charge of the window service activates the inquiry history search means 3 in the first computer 2, and the past inquiry The history is searched from the inquiry history DB 10. If the same inquiry does not exist in the past, the inquiry registration unit 4 registers the inquiry from the customer 1 as a new inquiry in the inquiry history DB 10.

Next, the solution case search means 5 searches the solution case DB 11 for an answer to the inquiry "the network cannot be connected". If an answer exists, the answer is returned to the customer 1 by attaching a header and a footer to the answer by the answer replying means 9. If no answer exists, the second responder notifying means 6 sends the answer to the second computer 7. Notify the response request to.

The expert receives the response request from the first computer 2 at the second computer 7, and responds to the inquiry “the network cannot be connected” by the solution case registration means 8 “The SCSI board is properly installed. Please check if it is "in the solution case DB11. The answer registered at this time is sent to the customer 1 with the header and footer attached by the answer automatic sending means 12.

Thus, the operation of the embodiment of the present invention is completed.

Next, a second embodiment of the present invention will be described in detail with reference to the drawings.

Referring to FIG. 1, a second embodiment of the present invention relates to a first computer 2 and a second computer 7 according to the first embodiment in addition to the first embodiment. There is provided a recording medium 13 for recording a program for executing processing.

The program is read from the recording medium 14 by the first computer 2 and the second computer 7, and is read by the first computer 2 and the second computer 7.
Control the operation of. The first computer 2 controls the inquiry history search means 3, the inquiry registration means 4, the solution case search means 5, the answer reply means 9, and the second responder notification means 6 in the first embodiment under the control of the program. Execute the same processing as. Similarly, the second computer 7 includes a solution case registration unit 8 and a response automatic transmission unit 12
Execute the same processing as.

Thus, the processing of the second embodiment is completed.

[0043]

As described above, according to the present invention, even when answer data to an inquiry from a customer is not stored in the database, the answer to the customer can be made in a short time, and Has the effect of being able to provide a help desk system capable of efficiently performing business.

[Brief description of the drawings]

FIG. 1 is a block diagram showing first and second embodiments of the present invention.

FIG. 2 shows an inquiry history search unit 3, an inquiry registration unit 4, a solution case search unit 5, an answer reply unit 9, and a second responder notification unit in the first and second embodiments of the present invention. 6 is a flowchart showing the processing of the solution case registration means 8 and the automatic answer transmission means 13.

[Explanation of symbols]

 Reference Signs List 1 customer 2 first computer 3 inquiry history search means 4 inquiry registration means 5 solution case search means 6 secondary responder notification means 7 second computer 8 solution case registration means 9 reply reply means 10 inquiry history DB 11 solution case DB 12 Response automatic transmission means 13 Recording medium

Claims (9)

[Claims] The system includes a solution case database in which answers to inquiries from customers are registered in advance, receives an inquiry from a customer, and, when an answer to the inquiry is registered in the solution case database, stores the answer in the solution case database. In a help desk system including a first computer for replying to an inquiring customer, if an answer to the inquiry from the customer is not registered in the solution case database, an answer is created and registered in the solution case database. And a second computer for transmitting the answer to the customer who made the inquiry. 2. A second responder notification for transmitting an answer request to the second computer when the answer to the inquiry from the customer is not registered in the solution case database. Means, the second computer receives an answer request from the second responder notification means, creates an answer, and registers the answer in the solution case database in association with the customer inquiry. 2. The automatic answering method in the help desk system according to claim 1, further comprising: a solution case registration unit; and an answer automatic transmission unit configured to send an answer created by the solution case registration unit to a customer who has made an inquiry. 3. The first computer receives an inquiry history database for registering a past inquiry history and an inquiry from a customer, and determines whether or not the inquiry has already been registered in the inquiry history database. An inquiry history search unit that acquires information of the inquiry when the inquiry is registered; and an inquiry history search unit that determines that the inquiry from the customer is not registered in the inquiry history database. Inquiry registration means for registering the information of the inquiry history database in the inquiry history database; and the answer corresponding to the information of the inquiry acquired by the inquiry history search means or the information of the inquiry registered in the inquiry history database by the inquiry registration means is the solution case. Database It is determined whether or not it is registered. If it is registered, the answer is obtained from the solution case database. If it is not registered, the answer is obtained to the second responder notification means. 3. The automatic answering method in the help desk system according to claim 2, further comprising: a solution case searching means for requesting; and a reply returning means for replying to the inquiring customer the answer obtained by the solution case searching means. . 4. When the first computer receives an inquiry from a customer and the answer to the inquiry is registered in a solution case database in which an answer to the inquiry from the customer is registered in advance, the first computer inquires the answer. When the answer to the inquiry from the customer is not registered in the solution case database, the second computer creates an answer, registers the answer in the solution case database, and stores the answer in the second computer. A method for automatically sending a reply in a help desk system, wherein the reply is sent to an inquiring customer. 5. A second responder notification, wherein the first computer transmits a response request to the second computer when a response to the inquiry from the customer is not registered in the solution case database. And a solution case in which the second computer receives the response request in the second responder notification step, creates a response and registers the response in the solution case database in association with the customer inquiry. 5. The help desk system according to claim 4, further comprising: a registration step; and an answer automatic transmission step in which the second computer sends the answer created in the solution case registration step to the customer who made the inquiry. Automatic reply sending method. 6. The first computer receives an inquiry from a customer, determines whether or not the inquiry is registered in an inquiry history database for registering a past inquiry history. Is a query history search step for acquiring information of the query; and if the first computer determines that the query from the customer is not registered in the query history database in the query history search step, And a query registered in the query history database by the first computer in the query information acquired in the query history search step or the query information registered in the query history database in the query registration step. A solution case search step of determining whether or not an answer corresponding to the foreseeing information is registered in the solution case database; and if the answer is registered, acquiring the answer from the solution case database; 6. A method according to claim 5, further comprising a step of replying to the customer who made the inquiry the answer obtained in the step of searching for a solution by the computer. 7. When an inquiry from a customer is received and the answer to the inquiry is registered in a solution case database in which an answer to the inquiry from the customer is registered in advance, the answer is returned to the customer who made the inquiry. And a program that causes the first computer to perform a process to perform the processing, if the answer to the inquiry from the customer is not registered in the solution case database, creates an answer, registers the answer in the solution case database, and inquires the answer. A program for causing a second computer to perform a process of transmitting to a customer who has performed the program. 8. A second responder notification process for transmitting an answer request to the second computer when an answer to an inquiry from a customer is not registered in the solution case database. Receiving a response request in the second responder notification process,
A solution case registration process of creating an answer and registering the answer in the solution case database in association with the customer's inquiry, and an automatic response transmission for sending the answer created in the solution case registration process to the customer who made the inquiry 8. A recording medium according to claim 7, wherein a program for causing the second computer to perform processing is recorded. 9. An inquiry from a customer is received, and it is determined whether or not the inquiry is registered in an inquiry history database for registering a past inquiry history. If the inquiry is registered, information of the inquiry is obtained. Query history search processing, and, when it is determined in the inquiry history search processing that the inquiry from the customer is not registered in the inquiry history database, an inquiry registration processing of registering information of the inquiry in the inquiry history database. Determining whether an answer corresponding to the information of the inquiry acquired in the inquiry history search process or the information of the inquiry registered in the inquiry history database in the inquiry registration process is registered in the solution case database,
If the answer is registered, the solution case search process of acquiring the answer from the solution case database and the answer reply process of returning the answer acquired in the solution case search process to the inquiring customer are performed in the first case. 9. A program for causing a computer to execute the program.
The recording medium according to the above.