JPWO2018056450A1 - Automatic voice response method and IVR system performed using IVR (Interactive Voice Response) system - Google Patents

Abstract

The IVR system is capable of making a call between a contact center operator and a person who calls with the operator, and controls the IVR (Interactive Voice Response) connected to the contact center through the first communication route, and the IVR. An IVR control unit connected to an operator terminal device of a contact center via a second communication route different from the first communication route, and the IVR control unit assigns an operator number corresponding to the operator through the second communication route. When the call return input operation is performed by the target person or when the call return condition is satisfied while the IVR is talking to the target person, the contact center performs a call with the target person through the first communication route. The IVR transferred the call to the IVR to the proxy operator who accepted the transfer. The operator number of the operator, tell.

Description

  The present invention relates to card settlement performed in a commercial transaction such as product purchase and service provision using a telephone, and more particularly, to a card settlement process performed in a commercial transaction via a contact center (call center).

  In the business transaction through the contact center, the customer calls the operator located in the contact center, and orders the desired product and desired service. When payment is made using a credit card or debit card, the operator asks and inputs the card number from the customer, and connects to a payment server of a payment agent company (card company) for payment. When card payment is performed through such a commercial transaction through a contact center, personal information such as a card number is known to the operator, and the risk of leakage of personal information cannot be eliminated.

  Therefore, in order to make secure card payments over the phone, calls with operators are limited to purchase details, and automatic voice responses using the IVR (Interactive Voice Response) system for subsequent payment procedures that handle personal information such as card numbers. Card payment systems that are compatible with are known.

  For example, when an operator receives an order from a customer, a card settlement start number is transmitted from the debit center to the customer via the contact center, and a call with the customer is transferred to the David center. The debit center receives the settlement start number from the customer, and confirms whether the settlement start number received from the customer matches the settlement start number previously transmitted to the contact center. If they match, information such as a card number is acquired and payment processing is performed (see Patent Document 1).

  There is also known a settlement authentication system in which a settlement extension number is assigned to each operator terminal of a contact center and authentication is performed by associating the settlement extension number with an operator ID (see Patent Document 2). In this case, when an operator accepts an order from a customer, a transfer request including an extension number is sent to the IVR server, and settlement information including its own extension number is transmitted to the IVR. When the IVR server receives a call from the contact center, it determines whether or not the extension number included in the transfer request matches the extension number included in the payment information. Settlement process by

Japanese Patent No. 49389930 Japanese Patent No. 5457498

  When a customer calls with IVR, card payment may not be completed normally, input operation for payment may not be successful, payment method may not be known, etc. Confirmation and change may be conceived. In this case, the customer needs to solve the situation by contacting the operator of the contact center. In particular, talking with the operator in charge who exchanged just before the call with the IVR provides a quick solution.

  However, many operators in the contact center handle telephone calls from customers. In many cases, each operator does not have a telephone number for receiving an outside line. Therefore, a call retransferred from the IVR to the contact center is sent to the representative number of the contact center (or one of its business departments). In this case, the operator who receives power is highly likely to be a person other than the operator in charge. Since the operator who has received the re-forwarding telephone does not know the transaction contents of the customer, it is difficult to smoothly talk with the customer and cope with the customer's request. Such a problem also occurs in an automatic response system that is not related to card payment.

  Therefore, when a trouble or the like occurs during a call between the customer and the IVR in a card payment authentication procedure using IVR, it is required to immediately connect the operator in charge.

  The present invention is an automatic voice response method that is performed using an IVR (Interactive Voice Response) system in a commercial transaction by a call with a caller via a contact center, through a second communication route (for example, a computer network). The operator number corresponding to the operator transmitted from the contact center is acquired, and when a transfer request is received from the contact center through the first communication route (telephone network or the like) that allows communication, unlike the second communication route, A call state is established between the caller and the IVR (Interactive Voice Response), and automatic voice guidance regarding card settlement processing is performed by the IVR. For example, when a plurality of operators handle calls within the contact center, an operator number assigned to each operator (or a telephone device used by the operator) may be acquired and recorded in a memory or the like. The operator number only needs to be a number that can identify the operator. For example, a number assigned to the telephone device assigned to the operator can be applied as the operator number. For example, an extension number is applicable.

  Then, during a call between the caller and the IVR, when the caller performs an input operation for transferring the call to the contact center (hereinafter referred to as call return) or when the call return condition is satisfied, the call is transferred to the contact center. The operator number of the operator (herein referred to as the operator in charge) who forwarded the call to the IVR is transmitted to the operator who received the transfer at the contact center (here, the proxy operator) by the IVR. .

  The IVR system may obtain the operator number of each operator before payment information is transmitted from the contact center through the second communication route. For example, for example, in the login authentication performed at the operator's terminal device before the transaction, the operator number input together with the operator ID can be acquired through the second communication route. In this case, the operator ID and the operator number may be associated with each other and stored in the memory. When settlement information including an operator ID and the like is sent to the IVR along with the transfer of the call, the operator number in charge (which has been exchanged by telephone with the caller) can be extracted from the settlement information.

Such a method of the present invention can be executed by an IVR system equipped with an IVR. For example, the IVR control transmits an identification code, determines whether an input code and an identification code match, and connects a caller and settlement information. Can be associated. Further, it can be realized by executing a program recorded in a computer-readable memory and having the above-described steps. And it is possible to perform card payment processing based on the card information input from the caller based on the card payment processing support method.

  As an authentication method, it is possible to determine whether the identification codes match using two routes. For example, when an identification code is transmitted to the terminal device of the operator involved in the payment information via the second communication route and an input code input to the telephone device of the operator involved in the payment information is received through the telephone network. Then, it is possible to determine the coincidence between the identification code and the input code, and to perform automatic voice guidance related to the card payment process by the IVR in accordance with the coincidence between the input code and the identification code. In this case, at least one of the operator ID and the identification code and the operator number can be associated with each other and stored in the memory.

  A call method according to another aspect of the present invention is a call method between an object person and an IVR (Interactive Voice Response) via a contact center, and in the IVR system, each operator in the contact center through a second communication route. If the operator number is obtained and a transfer request is received from the contact center through the first communication route capable of making a call, unlike the second communication route, and the communication state is established between the target person and the IVR, the IVR In the IVR, during the call between the target person and the IVR, when the call return input operation is performed by the target person or when the condition for the call return is satisfied, the caller communicates with the caller through the first communication route. Transferring the call to the contact center and accepting the transfer at the contact center The other hand, tell the operator the number of responsible operator who transfers the call to the IVR.

  Such a method of the present invention can be executed by an IVR system including an IVR and an IVR control unit. Further, it can be realized by executing a program recorded in a computer-readable memory and having the above-described steps.

  As described above, according to the present invention, when a problem or the like occurs during a call with the IVR, the operator can appropriately cope with the problem.

It is a network block diagram of the business transaction by card payment via a contact center. It is the figure which showed the flow of the login authentication process of an operator terminal. It is the figure which showed the flow from a commercial transaction to a card payment process. It is the figure which showed the content of the data for payment processes. It is the figure which showed the management screen of the operator terminal device. It is the figure which showed acquired talk ID. It is the figure which showed the flow from the commercial transaction in 2nd Embodiment to a card payment process. It is the figure which showed the management screen of the operator terminal device in 2nd Embodiment. It is the figure which showed the flow of the login authentication process of the operator terminal in 3rd Embodiment. It is the figure which showed the flow from the commercial transaction in 3rd Embodiment to a card payment process. It is the figure which showed the flow from the commercial transaction in 4th Embodiment to a card payment process. It is the figure which showed the card number length which changes with credit cards, and the input procedure in that case. It is the figure which showed the network of the commercial transaction by the card payment via the contact center which is 5th Embodiment. It is a network block diagram regarding the procedure in 6th Embodiment.

  Hereinafter, a network for card settlement commerce via a contact center according to the present embodiment will be described with reference to the drawings.

  FIG. 1 is a network configuration diagram of a commercial transaction by card settlement via a contact center.

  In the commercial transaction through the contact center, it is possible to conduct a commercial transaction such as a mail order company, and the IVR system 200 is constructed between the contact center 100 where the operator is located and the settlement server 300 operated by the settlement agency. Network configuration. Here, commercial transactions are performed by payment processing using a credit card, but payment processing using another card such as a David card, or processing using a number for payment that plays an equivalent role even if the card is not physically issued, Good.

  A telephone 10 owned by a customer who makes a call with an operator of the contact center 100 (hereinafter, the customer and the customer telephone are indicated by reference numeral 10 in some cases) is connected to the contact center 100 via a telephone network. The telephone network is constituted by a PSTN (public telephone network) or IP network, which is a fixed telephone line network here. A customer calls the contact center 100 from the telephone 10 which is a telephone device such as a fixed telephone, a mobile telephone, and a public telephone, and orders a purchased product. Thus, the contact center 100 functions as a response system. The customer's telephone 10 and the contact center 100 may be either PSTN or IP network, such as wireless / wired.

  The contact center 100 has a plurality of operators and accepts telephone orders from customers. Each operator is equipped with a computer (hereinafter also referred to as an operator terminal device) 110 and a telephone (operator telephone) 130. While listening to a telephone order from a customer, the operator operates the computer to input the order contents. Do. In FIG. 1, computers 110A and 110B and telephones 130A and 130B of operators OP1 and OP2 are shown.

  The contact center 100 is connected to the order receiving system 500 via a network. The order receiving system 500 is a server operated and managed by, for example, a mail-order dealer, and the operator of the contact center 100 exchanges with customers based on the commercial software provided by the order receiving system 500. For example, a commercial transaction can be performed on a Web site established by the order receiving system 500.

  An ACD (Automatic Call Distribution) device 120 of the contact center 100 selects and determines an operator who distributes an incoming call, and distributes the incoming call. In addition, the ACD device 120 sends an outside line from an operator telephone to the IVR (Interactive Voice Response) system 200 via the PSTN / IP network, controls the outside line transfer of the customer's incoming call, and between the operator and the IVR system. It is possible to function as a PBX or IP-PBX that performs control of voice data transfer.

  A CTI (Computer Telephony Integration) device 140 of the contact center 100 searches the order receiving system 500 to read customer information, searches a database based on the customer's outgoing telephone number, or displays past response history and the like. It can be displayed on the monitor screen of the operator terminal device 110. Further, the ACD device 120 can be controlled to control allocation of customer calls.

  The IVR system 200 includes an IVR server 220 and an IVR control server 240. The IVR server 220 is a device that makes a call to a customer and outputs a voice by an automatic voice response process. Here, the IVR server 220 can make a call based on voice data generated by a voice synthesis process. The IVR control server 240 can control the IVR server 220 to execute speech synthesis processing based on data sent from the contact center 100.

  The IVR server 220 of the IVR system 200 is connected to the ACD device 120 of the contact center 100 through a telephone network. The telephone network here is constituted by PSTN. The ACD device 120 can transfer the telephone line to the IVR system 200 when the customer's telephone 10 and the operator telephone 130 are connected.

  The IVR system 200 is capable of automatic voice response with the customer 10, provides voice guidance regarding card payment processing, card information (such as a credit card number) transmitted from the customer's telephone 10, and order contents received from the contact center 100. Is transmitted to the settlement server 300 via an IP network such as VPN. The payment server 300 performs card payment processing and transmits the payment result to the IVR system 200.

  The IVR control server of the IVR system 200 is connected to the operator terminal device 110 of the contact center 100 through a network different from the telephone network (PSTN / IP network) connected to the ACD device 120. In other words, the IVR system 200 includes a telephone network (first communication route) R1 for communicating with a customer and an IP network (second communication route) R2 constituting a computer network for data communication, which are independent from each other. The system is connected to the operator telephone 130 and the operator terminal device 110 of the contact center 100, respectively. In the IP network R <b> 2, data relating to commercial transactions is mutually communicated with the operator terminal device 110 or the order receiving system 500.

  As described above, in a system in which two networks are prepared between the IVR system 200 and the contact center 100, when the card payment processing is performed by switching from the order reception by the operator to the automatic voice response by the IVR system 200, A process of confirming that the received order content matches the customer (telephone) transferred to the IVR system 200 is performed before the card payment process is started.

  At this time, the IVR system 200 generates and issues an authentication identification code (hereinafter referred to as a “talk ID”), and transmits it to the operator terminal device 110 through the route of the data communication network (hereinafter also referred to as “route”) R2. On the other hand, between the operator telephone 130 and the IVR system 200, an input code is transmitted through a network (hereinafter also referred to as a route) R1 of a telephone line network. This will be described below.

  FIG. 2 is a diagram illustrating a flow of the login authentication process of the operator terminal device 110.

  The operator connects to the WEB site of the IVR control server 240 functioning as a WEB server by the browser of the operator terminal device 110, and inputs an operator ID, a password, and the like on the login screen (S101, S102). The IVR control server 240 performs an operator login authentication process, and when authenticated, allows the above-described talk ID issue screen to be displayed on the operator terminal device 110 (S103 to S106).

  Thus, by performing login authentication on the WEB screen of the IVR control server 240, the IVR control server 240 can transmit a talk ID to a specific operator from among a plurality of operators in the contact center 100. It becomes.

  FIG. 3 is a diagram showing a flow of card settlement processing from a series of order reception.

  When the customer calls the contact center 100 using the telephone 10, the operator corresponding to the operator telephone assigned by the ACD device 120 receives an order for goods or services. The operator inputs the order contents (quantity, amount, purchaser name, etc.) on the screen of the commercial transaction software of the order receiving system 500 linked by the CTI device 140 (S201, S202).

  When the input of the order details is completed, the order receiving system 500 calls an API (Application Programming Interface) linked with the credit card authentication data (S203). With the called API, payment processing data such as a purchase amount and an order ID is sent from the order receiving system 500 to the IVR control server 240.

  FIG. 4 is a diagram showing the contents of the payment processing data. The API creates payment processing data shown in FIG. 4 from information such as purchased products and amounts input by the operator on the screen of the operator terminal device 110. Note that the credit card information is not included in the payment processing data at this time. The settlement processing data is a part of the order data received by the IVR system 200, and the IVR system 200 receives the order data including other information (such as identification of the card settlement company).

  Upon receiving the payment processing data (payment information), the IVR control server 240 temporarily stores it in the memory and generates a talk ID (S204). The talk ID represents a code for identifying (identifying) a commercial transaction, and is composed of a four-digit number that can be input on the operator telephone 130 here. The upper 3 digits are configured as a code for individually identifying a transaction as a processing unit, and the lowest digit is configured as a check digit for detecting an input error. Note that the talk ID is not limited to a four-digit number, and may be determined within a range in which it is not difficult for the operator to input. Alternatively, the code may not include a check digit.

  FIG. 5 is a diagram showing a management screen of the operator terminal device. FIG. 6 is a diagram showing the acquired talk ID.

  The operator performs an operation for acquiring a talk ID (for example, clicking on an ID acquisition column) on the management screen (see FIG. 5). As a result, the IVR control server 240 transmits the talk ID to the operator terminal device 110 through the IP network (network route R1). At this time, the talk ID is transmitted as communication data transmitted on the Internet. As shown in FIG. 6, the generated talk ID is displayed on the screen (S205, S206). When the operator confirms the talk ID, the operator performs an operation of transferring the telephone line connected to the customer 10 to the IVR server 220 by outside line. At this time, the PBX function of the ACD device 120 switches the customer and the operator to the hold state, and the telephone is connected between the operator telephone 130 and the IVR server 220 (S207, S208).

  The IVR server 220 makes a call for prompting the talk ID input by automatic voice (S209). The operator operates the same push button as the numerical value of the 4-digit talk ID on the operator telephone 130 while looking at the management screen, and inputs a code (hereinafter referred to as input talk ID) (S210). As a result, the signal of the input talk ID is sent from the operator telephone 130 to the IVR server 220 through the route R1 of the PSTN / IP network which is a telephone line network (S210 '). The input talk ID is sent to the IVR server 220 as an audio signal or the like.

  When receiving and detecting the input talk ID received by the IVR server 220, the IVR control server 240 determines whether or not it matches the talk ID generated in step S206 (S211). Here, when the talk ID is generated, processing for adding the talk ID to the settlement processing data is performed, and it is determined whether or not the talk ID input by the operator exists in the settlement processing data. .

  When the input talk ID by the operator matches the talk ID generated by the IVR control unit 240, the IVR server 220 repeats the input talk ID to the operator by automatic voice (S212). On the other hand, if the input talk ID does not match the talk ID, the IVR server 220 prompts the operator to input again by automatic voice. In addition, you may make it notify with an automatic audio | voice that it is wrong.

  When the operator listens to the return of the talk ID from the IVR server 220 and confirms that the code is the same as the code entered in the operator telephone 130 and that the input operation is correct, the operator disconnects the telephone line (releases the hold). ). In accordance with this, the ACD device 120 sets the customer 10 and the IVR server 220 in a connection state where communication is possible, and completes transfer of the telephone line (S213). As a result, the operator is disconnected from the conversation with the customer 10.

  After the IVR server 220 is connected to the customer, the IVR control server 240 matches the telephone line of the customer telephone 10 with the order contents included in the payment processing data based on the talk ID, and Associate (S214). That is, the customer and the order contents are matched when the IVR server 220 is in a call state with the customer or after that. It is sufficient that at least the purchase price is included as the order contents to be matched. However, since the talk ID is included in the settlement processing data, the settlement processing data used for the authentication processing (S211) of the input talk ID is used for matching as it is. Then, the IVR server 220 transmits a guidance voice that prompts input of a credit number (S215). At this time, the customer 10 is made to confirm the matched order contents such as the purchase amount. For example, automatic voice guidance such as “This is the purchase amount of this time. If you like, please enter the credit number after the tone.”

  When the customer 10 inputs a credit number (S216), all the data for payment processing are prepared, and the IVR control server 240 requests payment from the payment server 300 through the IP network (S217). The settlement server 300 performs settlement processing and notifies the settlement result to the IVR control server 240 (S218, S219). The IVR control server 240 stores the settlement result (S220), and the IVR server 220 notifies the customer 10 of the end of the settlement by automatic voice and cuts off the telephone line connection (S221, S222). Accordingly, the customer 10 also hangs up (S223).

  As described above, according to the present embodiment, in a commercial transaction in which goods are purchased between a customer and an operator via the contact center 100, contact is made through the telephone line network R1 (PSTN / IP network) and the network R2 (IP network). Equipped with an IVR system connected to the center 100 and making a call with the operator and customer of the contact center 100, data communication is performed with the operator terminal device 110 or the order receiving system 500 of the contact center 100.

  When the IVR control unit 240 receives the received order data including the settlement processing data, the IVR control unit 240 temporarily stores the received order data in a memory or the like and generates a talk ID, which is used on the Internet or the like and is suitable for communication between computers. The data is transmitted to the operator terminal device 110 through the network and displayed on the screen of the operator terminal device 110. When the operator confirms the displayed talk ID and inputs the talk ID by operating the push button of the operator telephone 130, the IVR 220 receives the input talk ID as a signal including information related to voice through the telephone network R1. Then, the IVR control unit 240 determines whether the talk ID input by the operator matches the automatically generated talk ID. When the operator completes the transfer of the customer's telephone line to the IVR system 200, the IVR control server 240 associates the order data with the transfer telephone line (customer) based on the talk ID, and the IVR server 220 displays the credit number input guidance. Provide automatic voice guidance.

  As described above, between the IVR system 200 and the contact center 100, the operator (operator telephone 130) is connected to the IVR server through the telephone line network (first communication route) R1, which generally has higher security reliability than the IP network. The operator terminal device 130 and the IVR control unit 240 are connected through an IP network (second communication route) R2 that is connected to the network 2220 and can communicate with a wide variety of data and is compatible with the Internet. In this way, by using two different communication routes having different characteristics in terms of functionality and performing the talk ID authentication process, the matching of the order contents and the customer is correct, that is, the order sent from the operator is sent to the IVR. It can be confirmed that the order is by the transferred customer (telephone line). In particular, the security function is enhanced by using a fixed telephone line network on the return path. This cannot be realized by a configuration in which the identification code and the input code are mutually communicated between the operator terminal apparatus 110 and the IVR system 200 only through the network R1 which is a general computer network. Note that a telephone network such as an IP network having an excellent security function equivalent to that of the telephone line network may be used.

  The operator puts the call state with the customer on hold, performs a transfer request operation, and switches to the call state with the IVR system 200 based on the operator's own judgment. Although this timing differs for each operator depending on the call status with the customer, there is a possibility that the timing will be almost the same. In particular, in the case of a large-scale contact center, there is a high possibility that a plurality of operators simultaneously perform transfer request processing.

  Therefore, even if the same input code is received from the operator terminal device that sent the identification code, the operator connected to the IVR system via the telephone line is not necessarily the same as the operator who sent the input code. There is a possibility that another operator interrupts the telephone line connection with the IVR system 200. If the customer and the order information are matched in such a situation, the settlement process is advanced with different order contents.

  In the present embodiment, when the operator performs a transfer request operation and is connected to the IVR 220 through the telephone line network R1, an input code is input to the telephone 130 through the telephone line. As a result, the operator looking at the terminal screen of the operator terminal device 110 that has transmitted the order information can confirm on the IVR system side that the operator is in a call state with the IVR system 200. The customer who is connected to the telephone line by the operator's transfer completion operation is always a customer corresponding to the order information, and there is no mismatch between the customer and the order information.

  In this embodiment, the input code is read back by the IVR system 200, and after the operator confirms the input code, the customer's hold state is canceled and the transfer operation for connecting the IVR 220 to the customer's telephone line is performed. After the customer's telephone line is connected to the IVR system 200 by the ACD device 120, the customer is associated with the order information, and the process proceeds to a process for card settlement processing.

  By proceeding with the card settlement process following the transfer completion operation by the operator, it is possible not only to make a match between the order information and the customer by the IVR system 100 but also from the contact center 100 to confirm the match between the order information and the customer. Thus, the code match can be confirmed in both systems.

  In particular, when the business operator of the IVR system 200 is different from the business operator that conducts business transactions with the customer using the contact center 100, it is not decided to transfer the card payment processing by the IVR system 200 alone. Authenticating with the contact center 100 improves the reliability of the system. The configuration for performing the authentication procedure by both systems is a configuration that does not use the two network routes R1 and 2, for example, the configuration in which the identification code and the input code are transmitted / received by one network route, the customer and order information by the external line number etc. This is also effective in a configuration in which

  Even when the IVR 220 does not repeat the input code, it is configured that the process of performing automatic voice guidance is performed after associating the customer with the order information after the transfer operation of the operator, that is, at the timing when the telephone connection between the customer and the IVR 220 is established. be able to. For example, even if an operator suddenly wants to talk to a customer for some reason, the IVR 220 and the customer's telephone line are not connected, so that it can be dealt with. It is also possible to adopt a configuration in which the input code is transmitted to the operator by automatic voice without determining the coincidence between the input code and the identification code.

  On the other hand, instead of the operator's transfer operation (including transfer request operation and transfer completion operation), the IVR system 200 proceeds with the settlement information registration processing after determining the code match, that is, the IVR system 200 completes the transfer to the ACD device 120. May be connected to the customer's telephone line. Since an authentication method using two communication routes is employed, it is possible to assume that the customer connected to the telephone line and the order information correspond to each other unless an unexpected system malfunction occurs.

  In the present embodiment, a system can be constructed simply by connecting two independent networks between the IVR system 200 and the contact center 100, and the security function can be achieved without greatly changing the design of the conventional contact center system. It becomes possible to carry out card payment processing with improved. In particular, since it is possible to link the order receiving system 500 with the API, it is not necessary to greatly change the contents of the order receiving system such as the operator input operation screen, and only the necessary information such as the talk ID is displayed on the management screen. The card payment processing using the server 220 can be reliably transferred.

  Instead of including the generated talk ID in the payment processing data, the order contents including at least the purchase amount in the order data are created in association with the talk ID and connected to the telephone line from the customer. The line may be associated based on the talk ID.

  In this embodiment, the talk ID signal is transmitted from the telephone of the operator involved in the order data using the talk ID, and it is confirmed that the content of the signal matches the talk ID. It is determined that the call originates from the operator. As a method for generating a talk ID, for example, a random number device or the like can be used. Alternatively, instead of generating and generating a talk ID, it may be stored in advance in a memory or the like, and different numbers (serial numbers) may be sequentially read and transmitted. Since each number is unique, there is no fear of sending the same number as a random number machine. Further, it may be an identification code other than the talk ID and can be transmitted from the telephone, for example, it may be identified by a tone signal.

  The configuration of the IVR system 200 is not limited, and the IVR server 220 and the IVR control server 240 may be integrated. In addition, a processing unit other than the IVR control server 240 may transmit an identification code and determine whether the identification code and the input code match, or a processing unit that performs both of these, or a processing unit that performs both separately may be provided. . Alternatively, the IVR control server 240 may be arranged in a system different from the IVR server 220. In addition, the IVR system can be applied to a configuration in which the order receiving system 500 is not connected via a network. In some cases, the IVR system is also used in a commercial transaction using a ledger software or the like (not systemized). It is possible to apply.

  Note that the commercial transaction is not limited to the product purchase, and any transaction may be used. For example, when an initial payment is processed with a credit card in an insurance contract, by using the IVR system 220, the payment information can be definitely associated with a customer who is a contractor. You can make an insurance contract without asking for a credit card number.

  As a method for realizing the card payment processing using the IVR system as described above, it can be realized by the following method.

  For example, as an example, there is a method for supporting card settlement processing performed in a commercial transaction by a call with a customer via a contact center. When order information is received from a contact center via a network, an identification code is generated. Then, the identification code is transmitted to the terminal device of the operator involved in the order information via the network.

  As a method of receiving order information, for example, it is possible to receive order information received from an operator terminal device of a contact center or received by an order receiving system connected to the contact center. The identification code can be sent to the operator terminal device of the operator who created the order information or the operator who has started the settlement processing operation using IVR (Interactive Voice Response). Any code can be used as long as it can be input and transmitted.

  An operator who is involved in the order information can input the same code (hereinafter referred to as an input code) to the telephone while looking at the identification code transmitted to the operator terminal device. The code input to the telephone is transmitted to the IVR system or the like via the PSTN or IP network. In the present invention, when an input code is received through a telephone line network different from the network, the matching between the identification code and the input code is determined. When the telephone line is connected between the customer and the IVR through the telephone line network in accordance with the coincidence of the input code and the identification code, the automatic voice guidance for prompting the customer to input the card information is performed by the IVR.

  In addition, the IVR system as an example includes an IVR that can communicate with an operator of a contact center and a customer who orders a telephone call to the contact center, and an IVR control unit that controls the IVR. The IVR is connected to the contact center via a telephone line network, and the IVR control unit is connected to an operator terminal device of the contact center via a network different from the telephone line network. When the IVR control unit receives the order information from the contact center, it transmits the identification code to the operator terminal device via the network, and when the IVR receives the input code input to the operator telephone via the telephone line network, Judge the consistency with the input code. When the telephone line is connected between the customer and the IVR (Interactive Voice Response) through the telephone line network in accordance with the coincidence of the input code and the identification code, the IVR is an automatic voice that prompts the customer to input card information through the IVR. Give guidance.

  FIG. 7 is a diagram showing a flow from the commercial transaction to the card settlement process in the second embodiment. The execution of steps S301 to S314 is the same as the execution of steps S201 to S214 shown in FIG. 3, and after the commercial transaction is performed between the customer 10 and the contact center 100, the customer 10 automatically connects with the IVR server 220 for card settlement. Start a voice call.

  When the customer's 10 telephone is in a connected state, the IVR server 220 prompts the customer 10 to input card information, and explains by voice that the call can be returned during the conversation (S315). For example, voice guidance such as “You can connect to the operator by pressing“ # ”even during the conversation.”

  When the “#” button is pressed by the customer 10 during the automatic voice guidance (S316), the IVR server 220 transfers the call with the customer 10 to the contact center 100 via the route R1 (S317). The IVR control server 240 makes a call to the contact center 100 using a predetermined call return number. During this time, the connection state of the telephone line is maintained between the customer 10 and the IVR server 220.

  When the ACD device 120 of the contact center 100 receives a transfer telephone from the IVR system 200, the ACD apparatus 120 connects to a telephone of an operator who can accept a call in the call center 100 (waiting). Since the operator knows the caller number from the IVR system 200 in advance, the operator recognizes that the call is from the IVR system 200 by looking at the caller number (S318). As a result, the customer 10 and the IVR system 200 are put on hold, and the telephone line is connected between the IVR system 200 and the operator. The operator may make a call using the call return number.

  FIG. 8 is a diagram showing a management screen of the operator terminal device 110 in the second embodiment. The management screen MT is a screen that displays the status of the telephone being processed by the IVR system 200, payment information of the telephone, and the like, and the IVR control server 240 functions as a WEB server to generate the management screen MT. The management screen MT can be displayed on the terminal device 110 of the operator when the operator accesses the URL of the management screen via a password.

  The management screen MT displays the status of the telephone being processed between the contact center 100 and the IVR system 200, and displays a list of the talk ID, settlement status, settlement request category, amount, etc. of each telephone. ing.

  For example, “Waiting for power reception” is displayed in a state where the customer 10 is waiting for a call transfer from the contact center 100. In addition, when the IVR server 220 is talking to a customer, “calling” is displayed. In the state where the call is transferred from the IVR system 200 by the call return, “Transferring” is displayed.

  When an operator who can respond to a call return call receives a call from the IVR system 200, the IVR server 220 notifies the operator of the talk ID given to the call with an automatic voice (S319). The operator confirms the telephone being “transferring” while looking at the management screen MT, and confirms the telephone in which the talk ID that has been automatically voice guided matches the displayed talk ID. When there are a plurality of telephones being transferred on the management screen MT, it is only necessary to confirm a telephone having a talk ID that matches the voice guidance talk ID.

  If the talk ID of the voice guidance and the displayed talk ID match, the operator operates the “#” button of his / her telephone in order to notify the talk ID confirmation (S320). The IVR system 200 detects a response (signal) by operating the “#” button, ends the call with the contact center 100, and disconnects the telephone line (S321). In step S320, voice guidance such as “Please press 1 to connect and press 2 to listen again” may be given to the operator.

  Until then, the telephone line (holding state) between the IVR system 200 and the customer and the telephone line coexisted between the IVR system 200 and the contact center 100, but the telephone line connection becomes one by the end of the call. . The operator has a conversation with the customer while watching the payment procedure displayed on the management screen MT. When the telephone is transferred again to the IVR system 200 and the automatic voice call between the IVR server 220 and the customer is started, the same processing as steps S217 to S223 in FIG. 3 is performed.

  In addition, regarding step S316, it can be set as input operation in case card payment processing cannot be performed normally. For example, the IVR server 220 sends a guidance such as “Payment processing was not completed. Press“ 1 ”to enter the card number again, press“ 2 ”to connect to the operator” ”. Then, retransfer is executed. Further, a search function may be added to the management screen MT. In this case, the operator may input the keyword “during transfer” and extract the telephone being transferred.

  As described above, according to the second embodiment, when a call return input operation is performed during an automatic voice call between the customer 10 and the IVR server 220, the IVR control server 240 contacts the contact center 100. Transfer the call to. Then, the talk ID is transmitted to the operator who has received the transferred telephone. In addition, the IVR control server 240 displays the management screen MT in the form of a WEB site, and displays a list of the status of each telephone processed by the IVR system 200, the corresponding talk ID, and payment related information.

  Even if an operator who is not involved in commercial transactions (orders) receives a transfer telephone from the IVR system 200, the settlement related information can be confirmed on the management screen MT. Can discuss. Moreover, since the talk ID of the transfer telephone is automatically voice-guided by the IVR system 200, the customer of the transfer telephone matches the payment related information of the customer, and the customer 10 has a conversation with the customer 10 based on the incorrect payment related information. Can be prevented.

  Next, with reference to FIGS. 9 and 10, a card settlement commercial transaction according to the third embodiment will be described. In the third embodiment, when a call return occurs during a call between an IVR and a customer, the telephone is connected to an operator corresponding to the customer.

  FIG. 9 is a diagram showing a flow of an operator terminal login authentication process according to the third embodiment.

  As in the first embodiment, each operator of the contact center 100 connects to the WEB site operated by the IVR control server 240 functioning as a WEB server by the browser of his / her operator terminal device 110, and the IVR control server 240 A login screen is provided to the operator terminal device 110 (S401, S402).

  At this time, the operator inputs his own extension number, that is, the extension number assigned to the telephone 130 corresponding to the operator terminal device 110, together with the operator ID and password (S403). In the contact center 100, an extension number is assigned to a plurality of operators (telephones) located in the contact center 100, and the ACD (PBX) 120 can transfer a received telephone call between operators based on the extension number. . The IVR control server 240 performs login authentication processing and enables display of the talk ID issue screen (S404 to S406). At this time, the operator ID and the extension number are linked and recorded in a memory (not shown) or the like.

  FIG. 10 is a diagram showing a flow from the commercial transaction to the card settlement process in the third embodiment.

  The execution of steps S501 to S515 corresponds to the execution of steps S301 to S315 in FIG. 7 in the second embodiment. That is, when the customer 10 purchases a product or the like by calling with an operator of the contact center 100, the operator transmits order information to the IVR system 200 via the route R2. The IVR control server 240 transmits the talk ID to the operator terminal device 110 to display the screen. When the operator matches the talk ID by inputting the talk ID to the corresponding telephone 130, a call between the customer and the IVR server 220 is started.

  When the customer 10 performs an input operation for returning a call to the contact center 100, the IVR server 220 executes a call return and transfers a call with the customer 10 to the contact center 100 (S516, S517). In addition, call return can be executed even when a predetermined condition (for example, there is no input operation of the customer 10 within a predetermined time) is satisfied during a call. An operator (for example, operator OP1) who can accept and respond at the contact center 100 receives the transferred telephone call (S518). The power reception number at this time may be a power reception number used by the customer, or may be a power reception number dedicated to call return.

  When one of the operators in the contact center 100 (proxy operator) receives a call from the IVR server 220 and enters a call state, the IVR server 220 transmits the extension number of the operator in charge to the received proxy operator by automatic voice ( S519). The operator in charge represents the operator who made a commercial transaction with the customer who returned the call and immediately transferred the call to the IVR server 220 and transmitted the order information to the IVR system 200 together with the call transfer request. As described above, since the operator ID and the extension number are associated with each other, the extension number data to be automatically voiced can be extracted based on the operator ID included in the order information of the telephone for which the call is returned. The IVR server 220 executes speech synthesis processing based on the extension number data extracted by the IVR control unit 240, and transmits the extension number with automatic voice. In addition, you may extract the extension number used as object by correlation with talk ID.

  The proxy operator who is informed of the extension number ends the call with the IVR server 220 by operating the “#” button or the like, and switches to the call with the customer on hold. The operator who is in a telephone connection state with the customer, for example, tells the customer that “I will connect with the original operator who was in charge of the customer. Please wait for a while”, set the hold again, and the extension number that IVR server 220 heard and heard The extension is transferred to the telephone (S520 to S522). As a result, the customer can talk with the operator in charge. The proxy operator may transfer the call to the operator in charge while maintaining the on-hold state with the customer.

  As described above, according to the third embodiment, in the IVR system 200 connected to the contact center 100 through the telephone line network (first communication route) R1 and the IP network (second communication route) R2, the IVR control server 240 is provided. Obtains the extension number input at the time of login authentication of the operator via the network, and records the extension number in association with the operator ID. If a call return occurs during a call between the IVR server 220 and the customer, the IVR control server 240 transfers the call to the customer and the contact center 100 through the telephone line network. Then, the extension number associated with the operator ID included in the order information is transmitted to the operator who has received power by automatic voice.

  Since the same operator can respond to the customer before and after the automatic voice call with the IVR, the operator can correctly grasp the customer's request even with a fragmentary explanation. In addition, since the customer can talk again with the operator who exchanged the business transaction, the customer can speak with a sense of security.

  By transmitting the extension number by voice, the IVR server 220 can efficiently connect to the operator in charge with a short waiting time that does not cause the customer to feel stress as compared to the case where the operator searches for the operator in charge while looking at the screen. It becomes. In particular, it is not necessary to prepare a special input operation separately by transmitting the extension number to the IVR system at the time of login authentication. In addition, by associating the extension number with the operator ID, there is no possibility of transmitting an incorrect extension number when a call is returned.

  Extension number transmission using an IVR server in such a call return can be applied to other authentication methods and authentication systems that do not use a talk ID. For example, the present invention can be applied to an authentication system in which an outside line number is assigned to each operator terminal device and a match between outside line numbers is determined.

  Further, extension number transmission using an IVR server in call return can be applied to other than commercial transactions using a credit card. For example, when it is necessary to listen to the subject from content that needs to be protected as personal information such as medical related information, it is possible to employ an automatic voice call using IVR. The number can be conveyed by IVR.

  In addition, you may use the number (operator number) which can specify an operator instead of an extension number. The operator number may be any kind and content, and may be a unique number that is different from each other.

  As a method capable of dealing with the above-described call return, for example, a method of supporting card settlement processing performed in a commercial transaction by a call with a customer via the contact center, which is transmitted from the contact center through the network. When an extension number corresponding to the operator is received and a transfer request is received from the contact center through a telephone line network different from the network, the telephone line is connected between the customer and the IVR (Interactive Voice Response), and the card is used by the IVR. Provides automatic voice guidance for payment processing.

  Such a method can be executed by an IVR system including an IVR and an IVR control unit. Further, it can be realized by executing a program recorded in a computer-readable memory and having the above-described steps. And it is possible to perform card payment processing based on the card information inputted from the customer based on the card payment processing support method.

  Next, with reference to FIGS. 11 and 12, a network for card settlement commerce via a contact center according to the fourth embodiment will be described. In the fourth embodiment, an extension number is used as an identification code. In addition, regarding the IVR repetition when the credit card number is input, the repetition method is changed according to the number of digits of the credit card used by the customer.

  In a payment process or the like, when a customer inputs a card number, the number of digits of the card number is large, so that it is easy to make a mistake in entering the card number. The same problem occurs when a procedure for inputting not only a card number but also other numbers such as numbers related to personal information (for example, My Number, Pension Number, Account Number, etc.) according to automatic voice guidance is performed. Therefore, in the procedure using IVR, it is required to provide voice guidance so that the number input person can input the number without making an error. In the present embodiment, step-by-step card number input is voice-guided by IVR according to the type of credit card, and step-by-step card number repetition is performed in accordance with the input. Details will be described below.

  FIG. 11 is a diagram showing a flow from the commercial transaction to the card settlement process in the fourth embodiment.

  The execution of steps S601 to S603 is the same as the execution of steps S201 to S203 in FIG. In step S604, the contents of the received order are saved, and the extension number (see step S403 in FIG. 9) acquired in advance at the time of operator login authentication is transmitted as a talk ID to the operator's terminal device. Here, the talk ID is not generated as in the first to third embodiments, and the previously stored extension number data is used as it is.

  As the extension number is displayed on the operator terminal device in step S605, the operator puts the customer's telephone on hold, connects to the IVR server 220, and inputs the extension number (S605 to S609). When the IVR control server 240 confirms that the operator input code is the same as the extension number of the operator, the IVR server 220 transmits the input code (extension number) to the operator. After confirming the match of the talk ID, the operator disconnects his / her telephone and connects the telephone line between the customer and the IVR server 220 (S610 to S612).

  When a telephone connection is established between the customer and the IVR server 220, the contents of the order are associated with the customer, and the IVR server 220 guides the card number input (S613, S614). Then, in accordance with the number length of the card number (hereinafter, also referred to as the number of digits), the step-by-step card number input by the customer and the step-by-step repetition of the IVR server 220 are performed (S615, S616).

  FIG. 12 is a diagram showing different number lengths of credit cards and the input procedure in that case. The credit card number is standardized in ISO / IEC 7812, the prefix specifies the credit card network to which the card belongs, and the first six digits are called BIN or IIN, and specify the credit card issuer. . The remaining numbers are assigned by the issuer.

  On the other hand, the number of digits in the card number varies depending on the issuer of the credit card. The credit card A shown in FIG. 12 is 16 digits, the credit card B is 15 digits, and the credit card C is 14 digits. Credit card A indicates a VISA (registered trademark) card, UnionPay (registered trademark) card, credit card B indicates an American Express (registered trademark) card, and credit card C indicates a Diners Club (registered trademark) card. And so on.

  The card number is not engraved on the card at equal intervals, and is divided into a predetermined number of digits (separated by hyphens) or blanks, and the location of the separator (blank) varies depending on the card type. . In the case of credit card A, the 16-digit number is divided into 4 digits (hereinafter referred to as 4-4-4-4), and in the case of credit card B, 4 digits, 6 digits, 5 digits (4 -6-5), and credit card C is delimited by 4 digits, 6 digits, and 4 digits (4-6-4).

  In the present embodiment, the IVR server 220 repeats the input number each time the customer inputs the card number step by step in accordance with such a card number separation point. Regarding the identification of the credit card number length and the location of the number separator, the operator should ask for the number of digits in the credit card number, the number of digits separator, or the company name of the credit card when receiving an order from the customer. Specified by. On the order screen, the operator performs an operation of setting the card number input method to an input method suitable for the customer's credit card.

  When the operator selects and sets the input method, data representing the card number length and the position of the separator (hereinafter referred to as card data) is transmitted to the IVR control server 240 as text data. Based on the acquired card data, the IVR control unit 240 causes the IVR server 220 to execute the audio content and the repetition according to the card.

  For example, in the case of the credit card A, the card data related to “4-4-4-4” is transmitted to the IVR control server 240 as text data. Accordingly, the IVR control unit 240 causes the IVR server 220 to perform automatic voice guidance that allows the customer to input a number by four digits (S614). For example, the IVR server 220 performs voice guidance “Please input the first four digits of your card number.” In the case of credit card B, voice guidance is performed in which numbers are input by 4 digits, 6 digits, 5 digits, and in the case of credit card C, 4 digits, 6 digits, and 4 digits are entered.

  In the case of credit card A, when the customer inputs a four-digit number to the telephone, the IVR server 220 repeats the input number data with automatic voice, and then “if possible, enter the next four-digit number. If you make a mistake, press ... and try again. " As the customer continuously inputs a number by four digits, the IVR server 220 performs similar voice guidance and repetition. When the last four-digit number is input and the customer confirms that there is no mistake by repeating the IVR server 220, the designated button is pressed. As a result, the IVR control server 240 requests payment from the payment server, whereby payment processing is performed (S617, S618).

  Once the payment server 300 acquires the customer's card information, the card payment processing can be performed without collecting the card information from the customer for the next and subsequent commercial transactions based on information such as the customer's ID number. However, when the customer changes the credit card or the card expiration date is changed and it is necessary to perform a payment process with new credit card information, the credit card information needs to be updated.

  For this reason, when a customer informs an operator of a credit card change or the like, it is preferable that the credit card information can be updated at the contact center. In this case, update information is created on the credit card information update screen based on the customer ID, which is information for specifying the credit card information, and the IVR system 200 guides and repeats the card number input. When the credit card information is updated, the updated information is attached at the time of payment, and the payment server 300 is requested for payment processing.

  As described above, according to the fourth embodiment, when the customer inputs the credit card number before the card settlement processing, the IVR control server 240 uses the operator terminal device to input the customer credit card number length and the delimiter information ( Card data) is acquired, and the IVR server 220 performs step-by-step number input guidance and step-by-step number repetition accordingly.

  This allows the customer to enter the card number without any credit card. In addition, by sending card data specifying the card number length and delimiter to the IVR control unit 240, it is possible to cope with cases where the number of digits of the card number increases in the future, and issuing a credit card Even if the body (company) is not specified, the IVR server 220 can perform input number guidance and repeat reading according to the card number length and separation.

  It is also possible to allow the operator to make selections and settings so that the customer inputs the entire card number at once and the IVR 220 reads the input card numbers together. Moreover, you may enable it to select whether to repeat. These can be set for each operator or for each contact center in addition to being selected by the operator for each transaction. Further, the number delimiter may be determined from the card number length. Furthermore, the present invention can be applied to a system that executes a payment process and other processes using cards (debit cards and the like) whose card number lengths other than credit cards differ depending on the type. Alternatively, either step-by-step number input guidance or step-by-step input number repetition may be performed. Either one can prevent typing errors. In addition, step-by-step input guidance and number input repetition may be performed on a part instead of all the number separation points. In the present embodiment, information on the number delimiter is sent from the operator to the IVR system 200 using the caller as an information source, but the IVR system 200 performs automatic sound and voice guidance for listening to the number information, and the caller answers the number. You may recognize the break point. For example, in the case of credit card companies A and B, the information on the number delimiters can be obtained by pressing the push buttons 1 and 2 respectively.

  Next, with reference to FIG. 13, a card settlement commercial transaction through the contact center according to the fifth embodiment will be described. In the fifth embodiment, the operator is configured by AI (Artificial Intelligence).

  FIG. 13 is a diagram showing a business transaction network by card payment via a contact center according to the fifth embodiment.

  A contact center 100 ′ operating as a response system is provided with a plurality of response processing units and connected to the central control unit 140 ′. Here, two response processing units 110A 'and 110B' are shown. Here, the contact center 100 ′ is configured as a response system for answering calls from customers, and the central control unit 140 ′ is connected to an external commerce server 500.

  The IVR server 220 is connected to the contact center 100 ′ via a wired or wireless network (first communication route) R1, and the IVR control server 240 is connected via a wired or wireless network (second communication route) R2. Are connected to the contact center 100 ′. The network routes R1 and R2 may be wireless networks and may be communication paths independent of each other. The network R1 is configured by a network that can communicate with each other, and a one-to-one call is possible by an assigned number or the like. The network R2 can be configured by a computer network. The network R1 is generally configured by a network having a higher security function than the network R2, and here, security equal to or higher than that of the telephone network is ensured. The customer 10 owns a call device 10S such as a telephone, and can make a call to the contact center 100 'by wire or wireless. The commercial transaction server 500 has functions such as managing the inventory of commodities and executing order processing.

  When the customer 10 calls the contact center 100 ′ using the telephone device 10S, in the contact center 100 ′, the response processing unit 110A ′ exchanges necessary information with the commercial transaction server 500 instead of a person (operator). At the same time, the customer response such as identification of customers who have transactions in the past, explanation of products, recommendation, order receiving work, etc. is performed by automatic voice.

  The response processing unit 110 </ b> A ′ may interpret the key input of the customer 10, and may interpret the voice and natural language of the customer 10 using voice recognition and voiceprint recognition technology. The central control unit 140 ′ having a function as a CTI is identified based on information such as the telephone number of the customer's telephone device, and the result is transmitted to the response processing unit 110A ′. Good. The response processing unit 110B 'operates in the same manner as the response processing unit 110A'.

  The call device 10S of the customer 10 has a WEB browser function, and the commerce server 500 has a function of an electronic commerce site or can be configured to cooperate with a site. The customer 10 can make a call to the contact center 100 ′ while referring to the inventory status and detailed information of the product from the call device 10 </ b> S. In this case, the customer 10 may call the contact center 100 ′ after performing a login operation or specifying a purchased product on the commercial transaction WEB site.

  The response processing unit 110 </ b> A ′ is configured by AI, and includes IVR systems 115 </ b> A and 115 </ b> B including IVR and IVR control servers, along with a voice communication device (not shown) such as a gateway. That is, the response processing unit 110 </ b> A ′ is configured as an “operator”. The response processing unit 110 </ b> A ′ performs voice guidance that prompts the customer to input a product-related code (product number or the like) to the mobile device 10 </ b> S. When the merchandise related code is input, the response processing unit 110 </ b> A ′ transmits the order information to the IVR control server 240.

  When receiving the identification code sent from the IVR control server 240, the response processing unit 110A 'performs a transfer request operation to connect the IVR 220 and the telephone line. Then, the response processing unit 110 </ b> A ′ transmits the transmitted code as an input code from the voice communication device and transmits it to the IVR 220. When the IVR control server 240 confirms the match between the identification code and the input code, it connects the telephone line of the customer 10 to the IVR 220 by transfer processing. Thereafter, voice guidance for prompting the customer 10 to input a card number is performed.

  As described above, according to the fifth embodiment, even in a system that configures the contact center 100 ′ that performs response processing by AI as an operator, card payment processing with sufficient security is performed by using the IVR system 200. be able to.

  The response processing units 110A 'and 110B' may be installed outside the contact center. Alternatively, the functions of the response processing units 110 </ b> A ′ and 110 </ b> B ′ or an AI processing function that is a part thereof may be provided as a cloud service outside the contact center. As for the IVR unit, the response processing units may not share the IVR unit but share them.

  If the response processing units 110A ′ and 110B ′ cannot handle the customer sufficiently, the response processing units 110A ′ and 110B ′ are waiting for a call with the customer 10 that was in charge of the response processing units 110A ′ and 110B ′. You may comprise so that it may transfer and take over to an operator (person).

  The IVR system 200 may include the function of the contact center 100 ′, and the IVR server 220 may directly receive the customer 10 call. In this case, the IVR system 200 can execute a series of operations for communication with the commercial transaction server 500 by a method that can ensure security such as API cooperation.

  Next, a sixth embodiment will be described with reference to FIG. In the third embodiment, procedure processing using IVR is performed in processing involving number input other than card payment processing.

  FIG. 14 is a network configuration diagram relating to a procedure in the sixth embodiment. Here, an administrative procedure involving the input of an individual ID number determined by the government is performed.

  The contact center 100 "performs a part of the administrative procedure, and a plurality of operators accepts telephone calls. Here, operators OP1 and OP2 are illustrated, and computer terminal devices 110A and 110B and telephones 130A and 130B are assigned respectively. The IVR server 220 is connected to the contact center 100 "via the public telephone network / IP network (network route R1), and the IVR control server 240 is connected to the contact center 100" via the IP network (network route R2). Connected with.

  The IVR system 200 is connected to an administrative server 350 operated by a government (such as a local government) through an IP network. The administrative server 350 is a server for carrying out administrative affairs and services, and the administration that owns the administrative server 350 uses the contact center 100 "to perform various services such as administrative procedures and administrative work such as tax collection and administrative processing. It should be noted that the administrative server 350 only needs to be constructed on the system, and it does not matter whether the local government owns the administrative server 350 alone.

  A caller (hereinafter referred to as a caller) 10 "is an administrative inhabitant and a user of the administration. The caller 10" calls the contact center 100 "for a tax procedure such as a local tax. In the contact center 100 ″, for example, the operator OP1 makes a telephone response to the caller 10 ″, listens to the request, and inputs it to the operator terminal device 110A. The information is transmitted as procedure information to the IVR system 200. The caller 10 "may be contacted by a communication means such as a telephone from the contact center 100".

  Similar to the first embodiment, the IVR control server 240 transmits the identification code to the operator terminal device 110A. When the input code is transmitted from the telephone set 130A of the operator OP1, it is determined whether the input code matches the identification code. When the telephone line of the caller 10 ″ is connected to the IVR 220 by the operator OP1 performing a transfer completion operation in accordance with the match between the input code and the identification code, the IVR control server 240 associates the customer with the procedure information. To prompt the input of the ID number by automatic voice guidance.

  Examples of personal ID numbers assigned by the government include various ID numbers such as numbers assigned to all citizens of the country, so-called My Numbers (National Identification Numbers) and taxpayer numbers. Here, the taxpayer number is input as the ID number. When the taxpayer number is input, the procedure information and the taxpayer number are associated with each other and transmitted to the administrative server 350. Thus, even in procedures other than card payment processing, it is possible to input an individual ID number while ensuring security.

  The administrative server 350 confirms whether the taxpayer number associated with the received procedure information matches the procedure information. Then, proceed with tax procedures. In addition, you may comprise so that the charge concerning an application may be settled by card. For example, a payment proxy server is connected to the IVR system 200. Then, after the caller 10 ″ inputs the taxpayer number, it is possible to provide voice guidance for prompting the card number input in order to perform the credit card settlement process, and allow the settlement proxy server to perform the card settlement process. This allows the caller 10 "to complete tax payment during the call.

  The IVR system 200 can be used not only for the ID number given by the government, but also for entering a number that is highly confidential and is not desirable for human operator intervention. For example, the present invention can be applied to ID numbers of belongings such as bank account numbers, insurance companies, securities companies, and mobile phones when registering numbers or changing numbers. In this case, a server such as a company that issues a number or its agency company connects to the IVR system 200 and performs registration and change procedures. It can be applied to any number associated with the caller.

  Furthermore, by using procedures using the IVR system 200, it is possible to record product information etc. in the database for confidential information used in production management of companies, and the workers who are involved in the recording work Secret information can be prevented from leaking.

  In the sixth embodiment, a human operator is arranged at the contact center 100 ″. However, as in the fifth embodiment, an AI response processing unit is arranged as an operator so as to perform an automatic voice call. In this case, it is preferable to apply the configuration shown in the fourth embodiment, that is, the configuration in which the input number is repeated according to the separation point of the input number, and not only the IVR 220 of the IVR system 200 but also the response. What is necessary is just to make IVR of a process part perform.

  For example, when the number to be input is a telephone number, the place where the number is separated differs depending on the place of residence. For example, the area code is “03” or the like and a two-digit area exists, while the area having a four-digit area code such as “0424” is also present. When the contact center (response system) 100 ″ performs a procedure with a bank, insurance company, etc., it detects a telephone number break point based on the input address information and repeats the number according to the residential area. Can do.

  Further, when the ID number to be input is a unique number assigned to the caller by the local government, and the number of digits differs depending on the person's residential area, and the delimiter is different, the operator (response processing unit) ) Grasps the delimiter of the ID number from the address included in the input information. Then, the data regarding the number length and the delimiter may be transmitted to the IVR system 200 together with the procedure information.

  As described above, the number separator (two or more digits) entered by the caller is not only different depending on the card making company, such as a credit card, but also a payment card, personal ID number (annuity number or Depending on the type of card (such as a taxpayer number), the card number length and the number separator are different. A series of card numbers with different number delimiters due to various factors, or numbers assigned to the caller even if there is no card issuance, in the same manner as in the fourth embodiment, voice guidance and input number repetition are performed step by step. Can be configured.

  For example, a contact center operator (person or AI) may obtain information on the number separation part from the caller and transmit the information to the IVR system. The information on the number separator may vary depending on the type of number (payment card, my number, taxpayer number, account number, etc.), and may be different within the same type (electric field number, credit card number, etc.). is there. The IVR system recognizes information on a number break point determined for a number string such as a card number, and performs automatic voice guidance according to the number break point by the IVR.

  Such step-by-step number input guidance and step-by-step input number recurrence according to the delimiter can be realized by the following configuration.

  That is, as an automatic voice guidance method, an automatic voice guidance method is performed using an IVR (Interactive Voice Response) system in card payment processing in a commercial transaction with a caller via a contact center. In the present invention, in the IVR system, at least one of a step-by-step number input guidance and a step-by-step input number repetition is performed to the caller according to the number delimiter of the settlement card used by the caller. . Such automatic voice guidance can be realized by an IVR system including an IVR (Interactive Voice Response) capable of calling with an operator and a caller of a contact center, and an IVR control unit for controlling an automatic voice call of the IVR. .

  Here, the “payment card number delimiter” indicates a boundary when a sequence of numbers assigned to a payment card is divided into several numbers with a predetermined number of digits. For example, in a payment card, a delimiter is represented by a hyphen or a blank. The number delimiter differs depending on, for example, the type of payment card. Even in the same type of payment card, it may differ depending on the number length.

  In the IVR system, at least one of step-by-step number input guidance and step-by-step input number replay is provided to the caller based on the information on the number separation point sent from the contact center operator or the caller. Can be done. For example, when information on the card number length and the number of separators is sent to the IVR system, the IVR system recognizes it and performs automatic voice guidance. As the “operator” here, either a response processing unit composed of a person or an AI can be applied.

  Further, as an automatic voice guidance method, there is an automatic voice guidance method to a caller performed using an IVR (Interactive Voice Response) system. In the IVR system, a number separator of two or more digits input by the caller is separated. Depending on the location, at least one of step-by-step card number input guidance and step-by-step input number reading is performed for the caller. Such automatic voice guidance can be realized by an IVR system including an IVR (Interactive Voice Response) capable of calling with an operator and a caller of a contact center, and an IVR control unit for controlling an automatic voice call of the IVR. .

  The “input number” here is the card number of the payment card, or the number assigned for payment, personal ID number (for example, pension number, my number, local government issued ID number, telephone number, etc.) and other numbers including. The input number is a number whose number delimiter differs depending on the caller. For example, the input number differs depending on the type of card, and may be different even for the same type of card.

  The present application is a Japanese application (Japanese Patent Application No. 2006-185983, filed on September 23, 2016, Japanese Patent Application No. 2017-084569, filed on April 21, 2017, Japanese Patent Application No. 2017-171817, filed on February 10, 2017. , Japanese Patent Application No. 2017-136611, filed on July 12, 2017) as a basic application, and the disclosure including the specification, drawings and claims of the basic application is incorporated herein by reference. Is incorporated.

10 Customer, Caller 100 Contact Center 200 IVR System 220 IVR Server (IVR)
240 IVR control server (IVR control unit)
110 Operator terminal device 130 Operator telephone (telephone equipment)
500 Order receiving system R1 Telephone network (first communication route)
R2 IP network (second communication route)

Claims (9)

An automatic voice response method that is performed using an IVR (Interactive Voice Response) system in a commercial transaction by a call with a caller via a contact center,
In the IVR system, an operator number corresponding to each operator in the contact center is acquired through the second communication route,
Unlike the second communication route, when the IVR system receives a transfer request from the contact center through the first communication route capable of making a call and enters a call state between the caller and the IVR, the IVR system IVR provides automatic voice guidance regarding card payment processing,
During a call between the caller and the IVR, when a call return input operation is performed by the caller or when a call return condition is satisfied, the IVR makes a call with the caller through the first communication route as the contact. Forward to the center,
An automatic voice response method, wherein the operator number of the operator in charge who has transferred the call to the IVR is transmitted to the proxy operator who has received the transfer at the contact center by the IVR.   2. The automatic voice response method according to claim 1, wherein the IVR system acquires an operator number before payment information is transmitted from the contact center through the second communication route.   The automatic voice response method according to claim 1 or 2, wherein the IVR system stores an operator ID and an operator number in association with each other in a memory. The IVR system transmits an identification code to the operator terminal device of the operator involved in the payment information via the second communication route,
When the IVR system receives an input code that is input to the telephone device of the operator involved in the payment information through the first communication route, it determines whether the identification code and the input code match.
4. The automatic voice guidance method according to claim 1, wherein automatic voice guidance relating to card settlement processing is performed by the IVR when the input code and the identification code match.   5. The automatic voice guidance method according to claim 4, wherein the IVR system transmits the acquired operator number as an identification code to an operator terminal device of an operator involved in settlement information.   A card payment processing method, wherein a card payment processing unit performs card payment processing based on card information input from a caller based on the automatic voice response method according to claim 1. An IVR (Interactive Voice Response) capable of making a call between a contact center operator and a caller and connected to the contact center through a first communication route;
An IVR control unit that controls the IVR and connects to an operator terminal device of the contact center via a second communication route net different from the first communication route;
The IVR control unit obtains an operator number corresponding to an operator through the second communication route,
While the IVR is talking to the caller regarding the card settlement process performed in the commercial transaction, if the call return input operation is performed by the caller or if the call return condition is satisfied, the call is made through the first communication route. Call to the contact center,
The IVR system is characterized in that the IVR transmits an operator number of an operator in charge who has transferred a call with a caller to the IVR to a proxy operator who has received the transfer telephone. A communication method between the target person and the IVR (Interactive Voice Response) via the contact center,
In the IVR system, an operator number corresponding to each operator in the contact center is acquired through the second communication route,
Unlike the second communication route, when a transfer request is received from the contact center through the first communication route where communication is possible, and when a call state is established between the target person and the IVR, automatic voice guidance is provided by the IVR. Done
In the IVR, during a call between the target person and the IVR, when a call return input operation is performed by the target person or when a call return condition is satisfied, the call with the caller is contacted through the first communication route. A call method characterized in that an operator number of an operator in charge who has transferred a call to the IVR is transmitted to a proxy operator who has transferred the call to the center and receives the transfer at the contact center. An IVR (Interactive Voice Response) that is capable of making a call between a contact center operator and a target person who calls with the operator, and is connected to the contact center through a first communication route;
An IVR control unit that controls the IVR and connects to an operator terminal device of the contact center via a second communication route different from the first communication route;
The IVR control unit obtains an operator number corresponding to an operator through the second communication route,
While the IVR is talking to the target person, if a call return input operation is performed by the target person or if the call return condition is satisfied, a call to the target person is made through the first communication route. Forward to
The IVR system, wherein the IVR transmits the operator number of the operator in charge who has transferred the call to the IVR to the proxy operator who has received the transfer.

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