WO2017115408A1 - Système de gestion d'attribution d'opérateur et procédé de gestion d'attribution d'opérateur - Google Patents

Système de gestion d'attribution d'opérateur et procédé de gestion d'attribution d'opérateur Download PDF

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Publication number
WO2017115408A1
WO2017115408A1 PCT/JP2015/086487 JP2015086487W WO2017115408A1 WO 2017115408 A1 WO2017115408 A1 WO 2017115408A1 JP 2015086487 W JP2015086487 W JP 2015086487W WO 2017115408 A1 WO2017115408 A1 WO 2017115408A1
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WIPO (PCT)
Prior art keywords
operator
customer
information
predetermined
remote service
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PCT/JP2015/086487
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English (en)
Japanese (ja)
Inventor
南 孟
匡哲 雨貝
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株式会社日立製作所
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Application filed by 株式会社日立製作所 filed Critical 株式会社日立製作所
Priority to JP2017558810A priority Critical patent/JP6467527B2/ja
Priority to PCT/JP2015/086487 priority patent/WO2017115408A1/fr
Publication of WO2017115408A1 publication Critical patent/WO2017115408A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/18—Payment architectures involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance

Definitions

  • the present invention relates to an operator assignment management system and an operator assignment management method.
  • the management system can only recognize it as a customer for the first consultation. Customers in this situation are eager to smoothly resume consultations with the staff in charge at the previous consultation. However, the current situation is that such a desire is not taken into account by financial institutions, and there is a risk that the satisfaction and usability of the customer will decrease.
  • an object of the present invention is to continue service personnel while suppressing a decrease in convenience of the customer at the second and subsequent use when the customer uses the remote service between the operator and the customer a plurality of times. It is to provide a technology that enables a practical response.
  • the operator assignment management system of the present invention that solves the above problem stores a consultation history relating to a customer of a predetermined remote service, in which the biometric information of the customer acquired at a predetermined facility when using the service is associated with the information of the remote service
  • the search of the consultation history is performed based on the facility and the remote service information indicated by the predetermined information
  • the consultation history that matches at least the remote service among the facility and the remote service is identified, and among the identified consultation histories, the one that includes biological information that matches the biological information included in the predetermined information is identified, and the consultation Preferentially assigns to the customer from the operator's terminal identified based on the history
  • An arithmetic unit that, characterized by comprising a.
  • the operator assignment management method of the present invention also relates to a storage device that stores a consultation history in which biometric information of a customer acquired at a predetermined facility at the time of using the service is associated with the information of the remote service.
  • the consultation history is searched based on the facility and the remote service information indicated by the predetermined information. Then, the consultation history that matches at least the remote service among the facility and the remote service is specified, and the specified consultation history that includes the biological information that matches the biological information included in the predetermined information is specified.
  • the customer's service person is continuously reduced while suppressing a decrease in convenience of the customer at the second and subsequent uses. Is possible.
  • FIG. 1 is a diagram showing an example of a network configuration including an operator assignment management system 100 of the present embodiment.
  • the operator allocation management system 100 shown in FIG. 1 is a service that suppresses a decrease in convenience of the customer when the customer uses the remote service between the business operator and the customer a plurality of times, while suppressing the customer's convenience during the second and subsequent use. It is a computer system that enables the person in charge to respond continuously.
  • the operator assignment management system 100 in this embodiment is a server device managed and operated by a financial institution, for example.
  • Financial institutions provide clients with various financial services such as asset management consulting, opening and managing bank accounts, selling financial products such as mortgages and investment trusts, and proposing inheritance measures.
  • the financial institution assumed in the present embodiment provides not only a face-to-face service by a teller at a store window, but also a remote service at a window (remote window) via a video call remotely.
  • this embodiment can be widely applied to window operations (inquiries, consultations, procedures).
  • a contact point of a public institution or a mail order inquiry contact point is included.
  • the operator's seating location may be other than the corresponding organization such as home.
  • the following network configuration examples can be assumed in providing this remote service.
  • the operator assignment management system 100, the customer terminal 200 installed in each of a plurality of dedicated booths in the store, and the operator terminal 300 operated by each remote service employee are connected through the secure network 10.
  • Network configuration can be assumed in providing this remote service.
  • a customer who wants to receive the above-mentioned remote service visits a store and enters a dedicated booth or a counter equipped with a customer terminal (hereinafter referred to as a dedicated booth). Then, the customer appropriately operates the interface of the customer terminal 200 installed in the dedicated booth to select a desired service such as account opening or mortgage consultation.
  • the operator allocation management system 100 that has received this selection via the network 10 selects a staff member who can handle a customer desired service from among a plurality of staff members in charge, corresponding service types of each staff member, customer service status, etc. Specified based on a table (status management table 126 to be described later), a table for managing consultation history including biometric information of the customer acquired from each customer when using each service (consultation history management table 125 to be described later), etc. Then, a line connection is established between the operator terminal 300 of the employee in charge and the customer terminal 200 being operated by the customer.
  • the function itself for connecting the line between each terminal of the customer and the person in charge is the same as the function of the CTI system in the call center or the like, and if existing techniques are appropriately adopted. good.
  • FIG. 2 is a diagram illustrating a hardware configuration example of the operator assignment management system 100 according to the present embodiment.
  • the operator assignment management system 100 stores in the memory 103 a storage device 101 composed of appropriate non-volatile storage elements such as a hard disk drive, a memory 103 composed of volatile storage elements such as RAM, and a program 102 held in the storage device 101.
  • a CPU 104 (arithmetic unit) that performs various determinations, calculations, and control processes while performing overall control of the system itself by reading and executing, and a communication unit 105 that is connected to the network 10 and performs communication processing with other devices.
  • the storage device 101 described above holds at least a threshold value 110, a consultation history management table 125, a status management table 126, a search range management table 127, and a store information table 128 in addition to the program 102. Among these, the specific data structure of each table described above will be described later.
  • the threshold 110 described above is a reference value used when the operator allocation management system 100 searches the consultation history management table 125 for the consultation history.
  • the operator allocation management system 100 searches the consultation history based on the information received from a certain customer terminal 200, such as the store where the customer terminal 200 is installed and the remote service desired by the customer.
  • the search is performed by gradually changing the target area from the location where the store is located until the matching consultation history regarding the store can be identified.
  • the target area stage is defined in the search range management table 127 described later.
  • the operator allocation management system 100 when performing a search with the target area changed as described above, if the elapsed time from the initial search time to any stage is equal to or greater than the threshold 110 described above, the consultation history management table.
  • the operator identification from 125 is finished. That is, the threshold value 110 is a reference value for a time length that defines whether or not to continue the operator specifying process in the consultation history management table 125.
  • FIG. 3 is a diagram illustrating a hardware configuration example of the customer terminal 200 in the present embodiment. Further, the customer terminal 200 stores in the memory 203 a storage device 201 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 203 composed of a volatile storage element such as a RAM, and a program 202 held in the storage device 201.
  • a storage device 201 composed of a suitable non-volatile storage element such as a hard disk drive
  • a memory 203 composed of a volatile storage element such as a RAM
  • a program 202 held in the storage device 201.
  • a CPU 204 (arithmetic device) that performs overall control of the device itself by reading and executing it and performing various determinations, computations, and control processing, a communication device 205 that is connected to the network 10 and is responsible for communication processing with other devices, and operation of the customer
  • An input / output device 206 such as a touch panel for receiving the processing and displaying the processing result, a digital video camera 207 for photographing the customer, a microphone 208 for collecting the voice of the customer, a speaker 209 for outputting the voice of the employee in charge, and the customer Card reader 21 for reading the cash card Equipped with a.
  • FIG. 4 is a diagram illustrating a hardware configuration example of the operator terminal 300 in the present embodiment.
  • the operator terminal 300 stores in the memory 303 a storage device 301 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 303 composed of a volatile storage element such as RAM, and a program 302 held in the storage device 301.
  • a CPU 304 (arithmetic unit) for performing overall control of the device itself by executing such operations as reading and performing various determinations, computations and control processing, a communication device 305 connected to the network 10 and responsible for communication processing with other devices, An input / output device 306 such as a touch panel that receives an operation and displays a processing result, a digital video camera 307 that captures the person in charge, a microphone 308 that collects the voice of the person in charge, and a speaker 309 that outputs the voice of the customer Is provided.
  • FIG. 5 shows an example of the consultation history management table 125 in the present embodiment.
  • the consultation history management table 125 is a table that stores connection history between a customer terminal of each store and an operator terminal as a connection partner, and information related to biological information obtained from the customer at that time.
  • the data structure includes a connection source (store) that indicates a store where the customer terminal is installed and a connection source (terminal) that is the customer terminal ID, using a case ID that uniquely identifies a session between each customer terminal and the operator terminal as a key.
  • the operator connected to the customer terminal that is, the connection destination (member ID), the service provided in the session, the appropriate facial information such as the customer's face image obtained during the session, the ID, and the biological information It is a set of records composed of data such as the number of times the customer uses the service and the customer ID of the customer at the financial institution.
  • the biometric information described above may be various biometric information such as an iris, a vein, and a fingerprint in addition to the customer's face image. Of course, it is preferable that this biometric information is not biometric information itself but information of its feature points.
  • a template public biometric authentication infrastructure (PBI) mechanism may be used as a feature point.
  • the above customer ID is an account number or the like read by an appropriate card reader 210 of the customer terminal 200 when the customer presents the cash card of the financial institution during the session.
  • the customer ID is obtained by presenting the cash card or the like at any time, and the biometric information of the customer without presenting the cash card or the like at other times
  • the biometric information and its ID and the customer ID of the customer at the financial institution are set.
  • FIG. 6 shows an example of the status management table 126 in the present embodiment.
  • This status management table 126 is a table corresponding to the operator list in the present invention, and is a table storing information on each employee in charge.
  • the data structure is the service that can be handled using the employee ID as a key, the identification information of the operator terminal being used, the status as the current customer service status, and the cumulative response time of the day (cumulative response load within a predetermined period)
  • This is a collection of records consisting of data such as.
  • “cumulative correspondence time of the day” is an example of the cumulative correspondence load within a predetermined period, and in addition, “the cumulative correspondence number of the day” may be managed. Further, for the “current day”, data within a certain period may be used, such as “this month” or “this week”.
  • the operator allocation management system 100 monitors the status of a session between the operator terminal 300 and the customer terminal 200 to which the operator terminal 300 is connected via the network 10, or by requesting the customer terminal 200 or the operator terminal 300.
  • a session end event is detected, a value of “available” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 instead of “being supported”.
  • a value “in response” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 in place of the “response available”.
  • FIG. 7 is a diagram showing a configuration example of the search range management table 127 in the present embodiment.
  • This search range management table 127 is a step-by-step search range when specifying a consultation history including biometric information that matches the biometric information of the customer acquired from a certain customer terminal 200 in the consultation history management table 125 this time. It is a table that stores prescribed information.
  • the data structure is a first stage in which only the connection source store is a search range using a record ID that uniquely identifies each rule as a key, a second step that is an area including the location of the connection source store and its adjacent municipality, and a connection.
  • This is a set of records in which search range information for each stage such as the third stage, which is the prefecture including the location of the original store, is associated. As illustrated in FIG. 7, the range of each stage may be different for each store.
  • FIG. 8 is a diagram showing a configuration example of the store information table 128 in the present embodiment.
  • the store information table 128 is a table that defines at least the location of each store in a financial institution.
  • the data structure is an aggregate of records in which store location information is associated with a store ID that uniquely identifies each store as a key.
  • Flow Example 1 ---
  • the actual procedure of the operator assignment management method according to the present embodiment will be described with reference to the drawings.
  • Various operations corresponding to the operator assignment management method described below are realized by programs that the operator assignment management system 100 reads into the memory 103 and executes. These programs are composed of codes for performing various operations described below.
  • FIG. 9 is a diagram showing a flow example 1 of the operator assignment management method in the present embodiment. It is assumed that a customer who wants to consult about a certain service visits a store of a certain financial institution, moves to a dedicated booth, and starts operating the customer terminal 200.
  • the customer terminal 200 here receives a predetermined operation (for example, touching a predetermined portion of the touch panel) by the corresponding customer, and displays an initial screen 1200 (FIG. 12) on the input / output device 206.
  • a predetermined operation for example, touching a predetermined portion of the touch panel
  • the customer who wants the above-mentioned consultation uses the initial screen 1200 and the name of the service, such as “mortgage”, which is the subject of the consultation, and whether the service is used for the first time or the second time or later. Select whether to hold an account at the institution.
  • the customer terminal 200 When the customer terminal 200 receives a selection that the financial institution has an account on the initial screen 1200, the customer terminal 200 displays a screen 1300 (FIG. 13) asking whether or not to bring a cash card on the input / output device 206.
  • a screen 1300 (FIG. 13) asking whether or not to bring a cash card on the input / output device 206.
  • the customer terminal 200 receives the service name selected from the customer via the initial screen 1200, whether the service is used for the first time or the second time or later, and information on whether or not the account is held and whether or not the cash card is brought And the ID for identifying the customer terminal of the customer terminal 200 and the ID for identifying the store where the customer terminal 200 is installed are transmitted to the operator assignment management system 100.
  • a combination of “connection source (store)” and “connection source (terminal)” shown in FIG. 5 may be transmitted as information for identifying the customer terminal 200. In this case, sending an ID for identifying the installed store may be unnecessary.
  • the operator allocation management system 100 receives each piece of information from the customer terminal 200 described above (s100), and based on the information, the customer does not have an account (s101: n) or has an account. If it is determined that one does not bring a cash card (s102: n), the customer terminal 200 is instructed to start the digital video camera 207 and start photographing of the customer (s103).
  • the operator assignment management system 100 sets the cash card in the card reader. Is sent to the customer terminal 200 (s104). The customer views this message on the customer terminal 200, sets his / her cash card in the card reader 210 of the customer terminal 200, and reads the customer ID. The customer terminal 200 reads the customer ID from the customer's cash card, and transmits an operator assignment request including the customer ID and the service name already obtained in step s100 to the operator assignment management system 100.
  • the operator assignment management system 100 receives the above-described operator assignment request (s105). Further, when the above-mentioned information already obtained in step s100 indicates that the customer is using the service for the first time (s106: y), the operator allocation management system 100 returns each information already obtained in step s100. A record of the consultation history in which the information is associated with the customer ID included in the above-described operator assignment request is generated and registered in the consultation history management table 125 (s107).
  • the operator assignment management system 100 specifies a staff member who can handle the desired service of the customer (the service name received from the customer terminal 200 in s100) and whose status is “available” in the status management table 126. (S108).
  • the operator assignment management system 100 can deal with the desired service of the customer (the service name received from the customer terminal 200 in s100), and there are a plurality of employees in charge whose status is “available”. If it exists, it is preferable to read the value of “cumulative corresponding time of the day” in the status management table 126 for the staff in charge and identify the corresponding staff based on the value. This identification may be a person in charge with the shortest cumulative response time or a person with a cumulative response time of a predetermined standard or less.
  • the operator allocation management system 100 executes a process of allocating the specified employee in charge, that is, the terminal of the operator to the customer (s109), and ends the process.
  • the operator assignment management system 100 transmits a screen 1400 (FIG. 14) indicating that the connection has been established to the customer terminal 200. Further, the operator assignment management system 100 sets “1” to the value of the “usage count” column of the consultation history in the consultation history management table 125.
  • step s106 when it is found that the customer uses the service for the second time or later (s106: n), the consultation history management table using the customer ID and service name included in the operator assignment request as keys. 125 is searched, and a consultation history with a matching customer ID and service name is searched (s110).
  • the operator assignment management system 100 corresponds to the “connection destination (person ID)” indicated by the consultation history in the status management table 126 of FIG.
  • the process of assigning the value of the operator terminal to be used that is, the terminal currently used by the operator who the customer consulted regarding the same service to the customer is executed (s112), and the process is terminated.
  • the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established.
  • the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
  • the customer terminal 200 that has started photographing the customer in step s103 described above extracts a predetermined feature point from the image data of the customer photographed by the digital video camera 207, and uses the feature point information as biometric information as an operator. It transmits to the allocation management system 100.
  • the operator assignment management system 100 receives the biological information from the customer terminal 200 (s120). Next, the operator assignment management system 100 uses the service name information already obtained in step s100 and the identification information of the store where the customer terminal 200 is installed as a key for the consultation history in which the value of the biometric information is set. The consultation history management table 125 is searched (s121).
  • the operator assignment management system 100 executes a matching process between the biological information included in the search history and the biological information received in step s120 ( s123).
  • the operator assignment management system 100 executes the search target enlargement process (s200) and ends the process.
  • the operator assignment management system 100 sets the “connection destination (person ID)” indicated by the consultation history. 6, a process of assigning the value of the corresponding operator terminal in the status management table 126 of FIG. 6, that is, the terminal currently used by the operator whom the customer has consulted regarding the same service to the customer (s125). The process ends.
  • the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established.
  • the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
  • FIG. 10 is a diagram showing a flow example 2 of the operator assignment management method in the present embodiment.
  • the first pattern is triggered when the consultation history in which the value of the biometric information is set cannot be searched in the consultation history management table 125 in step s122 (s122: n).
  • the second pattern is triggered by the case where the biometric information is found not to match as a result of the matching process in step s123 (s124: n).
  • the operator assignment management system 100 searches the search range management table 127 using the identification information of the store where the customer terminal 200 is already obtained in step s100 as a key, and sets the installation.
  • a record including the store in the first stage is specified (s201).
  • the operator assignment management system 100 extracts the value of the target area set in the “second stage” column from the record specified by the above search (s202).
  • the search range management table 127 illustrated in FIG. 7 for example, from the record including “Store A” in the first stage, the value of the target area set in the “Second Stage” field is “X Town, Y The value of “city” can be extracted.
  • the operator assignment management system 100 specifies the store located in the extracted “second stage” target area in the store information table 128 (s203). Also, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (which has already been obtained in step s100) is set. (S204).
  • the operator assignment management system 100 is still the processing target of step s208 among the stages defined by the search range management table 127. It is determined whether there is an unexisting one (s206).
  • the operator assignment management system 100 shifts the processing to the above-described step s108 (s211), and the flow is changed. finish.
  • the operator assignment management system 100 becomes a processing target from the record specified in the above step s201.
  • the value of the target area set in the “third stage” column corresponding to the smallest target area is extracted (S208).
  • the search range management table 127 illustrated in FIG. 7 for example, from the record including “Store A” in the first stage, as the value of the target area set in the “Third Stage” field, The value can be extracted.
  • the operator assignment management system 100 specifies the store located in the extracted “third stage” target area in the store information table 128 (s209). Further, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (the one already obtained in step s100) is set. (S210), the process returns to step s205.
  • FIG. 11 is a diagram showing a flow example 3 of the operator assignment management method in the present embodiment.
  • the above flow example 2 shows that when the consultation history cannot be searched, the stage determined by the search range management table 127 is advanced as in steps s202 to s204 and s208 to s210, that is, the search target is expanded. .
  • the matching process of biometric information requires a certain amount of time, if the search target is enormous, the entire processing time also increases, and the length of the processing time may be unacceptable to the customer.
  • the operator assignment management system 100 executes the following processing along with the execution of the above flow example 2.
  • the operator terminal 100 monitors the elapsed time from the start time of the above-described step s201 with a clock function or the like that is generally provided as an information processing apparatus (s300).
  • the operator assignment management system 100 ends the identification of the operator from each consultation history in the consultation history management table 125 ( s302). In this case, the operator assignment management system 100 transmits a screen 1600 (FIG. 16) indicating that a new operator is assigned to the customer terminal 200. Further, the operator assignment management system 100 shifts the process to step s108 (s303), and ends the flow.
  • the service staff continues while suppressing the deterioration of the customer's convenience during the second and subsequent use. Response is possible.
  • This continuous response shortens the time required for consultation.
  • the time required to connect (use and occupy the network) of the terminal can be shortened, and if such a technology is adopted, it can be secured for a predetermined period based on the frequency of use of the remote service indicated by the customer's consultation history. It is easy to achieve efficient and low-cost system operation by controlling the appropriate operators, related devices, networks, etc. to an appropriate scale. Equipment and network resource utilization efficiency for remote service is also increased.
  • the computing device acquires the customer's biometric information from a customer terminal used at a predetermined facility by the remote service customer when using the service, and uses the biometric information as the remote service. It is also possible to further execute a process of storing in the storage device as a consultation history associated with the above information.
  • an appropriate biometric information such as an image of a customer who operates a customer terminal is acquired every time each customer uses a remote service, and this is managed continuously. I can do it.
  • the arithmetic unit when searching for a consultation history based on information on the facility and the remote service, receives the received predetermined information until a matching consultation history regarding the facility can be identified.
  • the search may be performed by changing the target area in stages starting from the area where the facility is located.
  • the search that changes the target area when the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, End the identification of the operator from the consultation history, identify an operator that can handle the remote service from a predetermined operator list held in the storage device, and execute a process of assigning the terminal of the operator to the customer It may be a thing.
  • the pre-storage device further stores an operator list that holds each data of the types of remote services that can be handled by each operator and the accumulated corresponding load within a predetermined period.
  • the operator assigns an operator to be assigned to the customer terminal, among the operators capable of handling the remote service type indicated by the predetermined information, The process specified from the operator list may be further executed.
  • the information processing system acquires the customer's biological information from a customer terminal used at a predetermined facility by the remote service customer when using the service, A process of storing in the storage device as a consultation history associated with service information may be further executed.
  • the information processing system receives the predetermined predetermined information until a matching consultation history for the facility can be specified when searching for a consultation history based on the information on the facility and the remote service.
  • the search may be performed by changing the target area in stages starting from the location area of the facility indicated by the information.
  • the operator assignment management method of the present embodiment when the information processing system performs a search with the target area changed, if the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, Ending the identification of the operator from the consultation history, identifying an operator that can handle the remote service from a predetermined operator list held in the storage device, and executing a process of assigning the operator's terminal to the customer You may do it.
  • the information processing system holds each data of the types of remote services that can be handled by each operator and the cumulative corresponding load within a predetermined period in the storage device.
  • an operator list is further stored and an operator to be assigned to the customer terminal is specified, among operators who can cope with the type of the remote service indicated by the predetermined information, a person whose cumulative corresponding load is a predetermined standard or less is selected as the operator list.
  • the process specified from the inside may be further executed.
  • Network 100 Operator Assignment Management System 101 Storage Device 102 Program 103 Memory 104 CPU (Calculation Device) 105 Communication Device 110 Threshold Value 125 Consultation History Management Table 126 Status Management Table 127 Search Range Management Table 128 Store Information Table 200 Customer Terminal 201 Storage Device 202 Program 203 Memory 204 CPU (Calculation Device) 205 Communication Device 206 Input / Output Device 207 Digital Video Camera 208 Microphone 209 Speaker 210 Card Reader 300 Operator Terminal 301 Storage Device 302 Program 303 Memory 304 CPU (Calculation Device) 305 Communication device 306 Input / output device 307 Digital video camera 308 Microphone 309 Speaker

Abstract

Le problème décrit par la présente invention est de permettre une correspondance continue avec un personnel de service lorsque des services à distance entre des clients et des opérateurs sont utilisés par les clients une pluralité de fois, tout en empêchant des réductions de la commodité pour les clients lors de et après la seconde utilisation des services. La solution selon la présente invention porte sur un système de gestion d'attribution d'opérateur (100) qui est configuré de façon à comprendre : un dispositif de stockage (101) ayant, stocké dans ce dernier, des historiques de consultation (125) dans lesquels des informations biologiques de clients de services à distance prescrits sont associées à des informations associées aux services à distance, lesdites informations biologiques ayant été acquises par des installations prescrites lorsque les services ont été utilisés ; et un dispositif de calcul (104) qui, dans des cas dans lesquels des informations prescrites associées à l'utilisation d'un service à distance sont reçues à partir d'un terminal de client quelconque (200), recherche les historiques de consultation (125) sur la base d'informations associées au service à distance et de l'installation indiquée par les informations prescrites, identifie des historiques de consultation correspondant au moins au service à distance entre l'installation et le service à distance, identifie un historique de consultation parmi chacun des historiques de consultation identifiés qui comprend des informations biologiques correspondant aux informations biologiques comprises dans les informations prescrites, et exécute de manière préférentielle, à partir d'un terminal (300) d'un opérateur identifié sur la base de l'historique de consultation, un traitement pour mettre en œuvre une attribution au client.
PCT/JP2015/086487 2015-12-28 2015-12-28 Système de gestion d'attribution d'opérateur et procédé de gestion d'attribution d'opérateur WO2017115408A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
JP2017558810A JP6467527B2 (ja) 2015-12-28 2015-12-28 オペレータ割当管理システムおよびオペレータ割当管理方法
PCT/JP2015/086487 WO2017115408A1 (fr) 2015-12-28 2015-12-28 Système de gestion d'attribution d'opérateur et procédé de gestion d'attribution d'opérateur

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/JP2015/086487 WO2017115408A1 (fr) 2015-12-28 2015-12-28 Système de gestion d'attribution d'opérateur et procédé de gestion d'attribution d'opérateur

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* Cited by examiner, † Cited by third party
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CN112328760A (zh) * 2020-11-03 2021-02-05 中国联合网络通信集团有限公司 服务提供方法、装置和系统
CN112328760B (zh) * 2020-11-03 2024-01-30 中国联合网络通信集团有限公司 服务提供方法、装置和系统

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