JP5748050B2 - Information providing apparatus and information providing method - Google Patents

Description

  The present invention relates to an information providing apparatus and an information providing method.

  In order to be able to respond smoothly and flexibly to inquiries from customers including consumers, contact center systems have been introduced by companies and the like. In a general contact center system, when an inquiry is made from a customer, it is connected to an operator selected on the contact center side, and the customer cannot select an operator. Therefore, a technique that allows a customer to select an operator is disclosed (for example, Patent Document 1).

  In this technique, an operator who has responded to a customer can be selected based on a response history of the customer's past inquiry.

Japanese Patent Laid-Open No. 2002-016707

  Usually, when a customer makes an inquiry to a contact center, he / she has a clear intention and request such as confirmation of contract contents and technical inquiry. However, since the technique described in Patent Document 1 is selected from an operator who has responded in the past, when the operator leaves the office, the operator cannot be selected. In addition, if an operator who has responded in the past is selected, there may be a case where an operator who is not suitable is selected, and the intention of the customer may not be reflected.

  Therefore, the problem to be solved by the present invention is to solve the above-mentioned problems, and to provide a technique that can be selected from operators that meet the customer's intentions and requirements.

  The present invention for solving the above-described problem is an information providing device, in which operator information for uniquely identifying an operator, response contents that the operator responds to, and evaluation information of the operator in the response contents are associated with each other. Search information stored in the evaluation information storage unit and the inquiry content requested by the customer from the evaluation information storage unit, and based on the evaluation information associated with the searched response content, the customer And a recommendation list creating unit that creates a recommendation list of operators who respond to the inquiry.

  The present invention for solving the above-mentioned problem is an information providing method, which is an information providing method for responding to an inquiry item requested by a customer, operator information for uniquely identifying an operator, and response content that the operator has responded to, Based on the search step for searching from the evaluation information storage unit stored in association with the evaluation information of the operator in the response content, and the evaluation information associated with the searched response content, the customer's And a recommendation list creation step of creating a recommendation list of operators who respond to the inquiry.

  According to the present invention, the customer can make an inquiry by selecting an operator that suits the intention and request of his / her inquiry.

FIG. 1 is a block diagram of the contact center system of the present invention. FIG. 2 is a sequence diagram for explaining an inquiry operation according to the first embodiment. FIG. 3 is an example of HTML provided by the Web server. FIG. 4 is a sequence diagram for explaining the operation for generating the CS evaluation information. FIG. 5 is an example of operator list information in the first embodiment. FIG. 6 is an example of operator list information, operator CS list information, and customer list information according to the second embodiment. FIG. 7 is a sequence diagram for explaining an inquiry operation according to the second embodiment. FIG. 8 is an example of HTML provided by the Web server.

  A first embodiment for carrying out the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a block diagram of the contact center system of the present invention. The contact center system of the present invention has a customer terminal 1 and a contact center 2, and the customer terminal 1 and the contact center 2 are connected to each other via a communication network 3.

  The customer terminal 1 is a terminal that can be connected to a telephone network and the Internet, such as a mobile phone or a smartphone.

  The contact center 2 includes a Web server 21, a CTI server 22, a database server 23, a media gateway 24, a call control server 25, an IVR (Interactive Voice Response) server 26, and a plurality of operator terminals 27.

  The Web server 21 provides various inquiry screens used when the customer terminal 1 makes an inquiry in HTML (Hyper Text Multi Language).

  A CTI (Computer Telephony Integration) server 22 cooperates with the database server 23 to provide the Web server 21 with recommended operator list information that is an appropriate operator list for inquiry types / customer inquiries that can be accepted by the contact center. In addition, the CTI server 22 cooperates with the database server 23 to provide the call control server 25 with routing information (the IP address of the operator terminal associated with the dial-in number) for the dial-in number received from the call control server 25.

  The database server 23 has operator list information. FIG. 5 is an example of operator list information. The operator list information is information in which an operator name, routing information, attribute information, telephone reception status information, and CS (Customer Satisfy) evaluation information are associated with each other. The operator name is the name of the operator to be handled, and includes an IVR response. The routing information is information indicating a dial-in number and an IP address. The attribute information is the operator's work, sex, and the like. The telephone reception status information is information indicating whether or not the operator is handling a telephone. The CS evaluation information is information obtained by collecting evaluations of telephone responses from operators from customers. In this description, the number of customers evaluated as “good” for the operator's response will be described as an example. For example, gender, operator experience values (number of telephone correspondences or KPI: Key Performance Indicators), telephone conversations, etc. It may be an evaluation value weighted by time or the like.

  The media gateway 24 is a device that converts the protocol of the message received from the communication network into a protocol that can be processed by the call control server.

  The call control server 25 is a server that controls incoming calls from customer terminals in cooperation with the CTI server 22. The incoming call of the customer terminal 1 is routed to an appropriate operator terminal.

  The IVR server 26 is a server that automatically responds to DTMF (dial tone) from the customer terminal.

  The operator terminal 27 is a terminal used by the operator, and displays information about customers who answer the phone.

  Subsequently, the operation of the present embodiment will be described. First, an operation from when a customer accesses a contact center from a customer terminal, selects an operator who desires a telephone response from recommended operators on the web, and receives the response will be described. In addition, it demonstrates using the case where an operator with good evaluation is recommended.

  The customer accesses the contact center 2 using the customer terminal 1 and requests the Web server 21 to transmit an HTML for selecting the inquiry content to the contact center (step 201).

  The Web server 21 returns HTML for selecting the inquiry content to the contact center as shown in FIG. 3A to the customer terminal 1 (step 202).

  The customer terminal 1 transmits the selected inquiry content to the Web server 21 (step 203).

  The Web server 21 notifies the CTI server 22 of the information on the selected inquiry content and requests a recommendation of a recommended operator list (Step 204).

  The CTI server 22 requests the operator list information associated with the selected inquiry content from the database server 23 (step 205).

  The database server 23 searches the CTI server 22 for a task in charge that matches the selected inquiry content from the operator list information, and also has the operator name, attribute information, The CS evaluation information is read and returned (step 206).

  Based on the acquired operator list information, the CTI server 22 creates a recommended operator list in descending order of CS evaluation information (step 207).

  The CTI server 22 notifies the Web server 21 of the created recommended operator list (step 208).

  The Web server 21 returns the recommended operator list to the customer terminal 1 in the HTML format as shown in FIG. 3B (step 209).

  The customer uses the customer terminal 1 to select an operator who desires a telephone response on the web and presses a transmission button. Alternatively, the HTML tag “<a href=tel:0120000000>” is used to jump to the link destination. Then, the dial-in number of the selected operator is notified to the media gateway 24 (step 210).

  The media gateway 24 requests the call control server 25 to distribute the call to the dial-in number acquired from the customer terminal 1 (step 211).

  The call control server 25 transmits an incoming call request event to the dial-in number to the CTI server 22 (step 212).

  The CTI server 22 requests the IP address of the operator terminal associated with the dial-in number from the database server 23. Also, the status of the corresponding operator is updated to “in response” (step 213).

  The database server 23 returns the IP address of the operator terminal associated with the dial-in number to the CTI server 22 (step 214).

  The CTI server 22 returns the IP address of the operator terminal to the call control server 25 (step 215).

  When the operator terminal (IP address) addressed to the acquired IP address or the IVR response is selected, the call control server 25 causes the IVR server 26 to receive a call from the customer terminal (step 216).

  Next, the operation in which the customer feeds back the CS evaluation for the operator's telephone response from the customer terminal to the contact center after completion of the telephone response by the operator will be described with reference to FIG.

  After the inquiry is completed, the customer uses the customer terminal 1 to press the “No” button in the HTML shown in FIG. 3B, and sends the CS evaluation for the telephone answering operation of the corresponding operator to the Web server 21. (Step 401).

  The Web server 21 notifies the CTI server 22 of the CS evaluation (dial-in number associated with the operator) for the telephone service of the corresponding operator (step 402).

  The CTI server 22 updates the database server 23 by incrementing the value of the CS evaluation information for the telephone answering service of the corresponding operator by 1 (step 403).

  In the above description, the description has been given using the configuration in which the operator whose telephone response status is “Available” is extracted. However, for example, when there is no “Available” operator, the “Available” operator is extracted. May be.

  According to the present invention described above, the customer can make an inquiry by selecting an operator that suits the intention and request of the inquiry.

<Second Embodiment>
Next, a second embodiment will be described. In the second embodiment, in consideration of customer information and inquiry contents, in the past, an operator with a high CS evaluation for a similar customer and a similar inquiry is recommended. In addition, about the structure similar to the said embodiment, the same number is attached | subjected and detailed description is abbreviate | omitted.

  The difference between this embodiment and the above embodiment is that the information held by the database server 23 is different. The database server 23 has operator list information, customer information, and operator CS list information. FIG. 6 is an example of each piece of information.

  The operator list information is information in which an operator name, routing information, operator attribute information, and telephone reception status information are associated with each other.

  The operator's CS list information is recorded as a past response history, with customer names, telephone response items (large items / medium items / small items), response operator names, and CS evaluation information associated with each other. Information. The customer name is the name of the customer who made the inquiry. Telephone response items are divided into large items, medium items, and small items, and are items for narrowing down the contents of an inquiry. In this description, the telephone response items (major items) are the types of inquiries such as “failure reception”, “general reception”, and “claim reception”. In addition, telephone answering items (medium items) are product types such as “smart phone” and “mobile phone”. The telephone answering item (small item) is the product model name. The operator name is the name of the operator who responds. The CS evaluation information is evaluation information that the customer has evaluated the operator after the inquiry is completed.

  The customer list information is information related to customers, and stores customer names, customer attribute information, customer product information (large items / medium items / small items), and telephone numbers in association with each other. The customer name is the name of the customer. Customer attribute information is information such as sex and age. The customer product information is divided into a large item, a medium item, and a small item, and is information for specifying a product held by the customer. In this description, the product information (major item) is a product type such as “smart phone” and “mobile phone”. In addition, product information (medium item) is used as the model name of the product. Further, the product information (small item) is the name of the application included in the product. The telephone number is the customer's telephone number. The customer information may be registered by the customer himself / herself via the network, or the operator's information may be registered by the operator at the time of inquiry.

  Next, the operation of the present embodiment will be described with reference to the information shown in FIG. In the following description, in order to uniquely identify a customer, a case where a customer's telephone number is input as customer information will be described. However, a customer ID is assigned to the customer information, and the customer is uniquely identified by the customer ID. You may let them. Further, the description will be made assuming that the customer name “Mr. I” has inquired about “failure reception”.

  The customer (Mr. I) uses the customer terminal 1 to request HTML for selecting the inquiry content to the contact center from the Web server 21 (step 201).

  The Web server 21 returns HTML for selecting the inquiry content to the contact center, as shown in FIG. 8A, to the customer terminal 1 (step 202).

  The customer terminal 1 transmits the inquiry content selected by the customer to the Web server (step 203).

  The Web server 21 returns to the customer terminal 1 HTML for inputting customer information and a telephone number for uniquely identifying the customer as shown in FIG. 8B (step 701).

  The customer terminal 1 transmits the telephone number input by the customer to the web server (step 702).

  The Web server 21 notifies the CTI server 22 of the selected inquiry content information and the input customer telephone number, and requests a recommended operator list (step 703).

  The CTI server 22 searches the customer list information based on the customer telephone number received from the Web server 21 and acquires the customer information (step 704).

  The CTI server 22 searches the operator list information, and acquires the name of the operator whose work in charge matches the inquiry content of the customer and is in the “available” state (step 705). Here, A, B, and D are searched.

  Based on the acquired operator name, the operator is searched from the CS list information of the operator (step 706). Here, item numbers “1”, “2”, “3”, and “5” are searched.

  The telephone correspondence item, customer name, and CS evaluation information associated with the searched operator are read out. Further, based on the read customer name, the customer name is searched from the customer list information, and the customer attribute associated with the searched customer name is read (step 707). First, paying attention to the operator A, the telephone correspondence items of item numbers “1” and “2”, the customer name, and the CS evaluation information are read out. Further, based on the read customer names “Mr. E” and “Mr. F”, a customer name is retrieved from the customer list information, and the retrieved customer names, here, customer attributes of item numbers “1” and “2” are read. Repeat this for B and C.

From the read customer attributes and telephone correspondence items, the number of items (X) matching the customer attributes and customer inquiry content acquired in step 704 is confirmed, and the number of items is multiplied by the value of the CS evaluation information. The individual evaluation value (S _i = C _i × N) is calculated, and the comprehensive evaluation value (S = S ₁ + S ₂ +... S _i ) is calculated (step 708). First, calculation of the individual evaluation value S _i of the operator A will be described. Note that i is a number assigned to each data record read in step 707, and MAX is the number of data records read. Focusing on item number 1 in the CS list information of the operator, the CS evaluation is 4, and the number of matching items is “gender” “telephone reception item (large item)” “telephone reception item (medium item)” “telephone reception item” for a 4 (small items) ", individual evaluation values _{S 1} becomes 4 × 4 = 16. Next, paying attention to item number 2 of the CS list information of the operator, the CS evaluation is 2, and the number of matching items is “gender” “age” “telephone reception item (large item)” “telephone reception item (medium item) Therefore, the individual evaluation value S ₁ is 2 × 4 = 8. Then, the total evaluation values S = 16 + 8 = 24 are calculated by summing up the individual evaluation values.

  The processing in steps 707 to 708 is performed for all records of the corresponding operator searched in step 706 (step 709).

  The operators are sorted in descending order of the comprehensive evaluation value (S) to create a recommended operator list and return it to the Web server (step 710).

  Since the subsequent operation is the same as that from step 208 to step 216, the description thereof is omitted.

  In the above-described embodiment, an example has been given in which the similarity is obtained by the number that matches each information in the customer information and the inquiry content, but the similarity may be obtained by other methods and weighted to the CS evaluation value.

  According to the present embodiment, the customer can make an inquiry by selecting an operator that suits the intention and request of the customer's own inquiry.

  The terminal of the present invention described above can be configured by hardware as is apparent from the above description, but can also be realized by a computer program. In such a configuration, functions and operations similar to those of the above-described embodiment are realized by a processor that operates according to a program stored in a program memory. Note that only a part of the functions of the above-described embodiment can be realized by a computer program.

  Although the present invention has been described with reference to the embodiments and examples, the present invention is not necessarily limited to the above-described embodiments and examples, and various modifications can be made within the scope of the technical idea. I can do it.

DESCRIPTION OF SYMBOLS 1 Customer terminal 2 Contact center system 3 Communication network 21 Web server 22 CTI server 23 Database server 24 Media gateway 25 Call control server 26 IVR server 27 Operator terminal

Claims (6)

An information providing device,
Evaluation information storage for storing operator information for uniquely identifying an operator, response contents in which the response contents of the operator are described in a plurality of items, and evaluation information of the operator in the response contents in association with each other And
A search is made from the evaluation information storage unit for the response content in which the content that matches the inquiry item requested by the customer is recorded in the item, the evaluation information associated with the searched response content, and the searched response content And a recommendation list creating unit that creates a recommendation list of operators who respond to the customer's inquiry based on the number of items matching the inquiry item requested by the customer . The recommendation list creation unit calculates the degree of similarity between the inquiry item requested by the customer and the response content using the evaluation information associated with the searched response content and the number of matching items, The information providing apparatus according to claim 1, wherein the recommendation list is created in consideration of the calculated similarity for each operator . The recommendation list creation unit searches for the response content in which information related to the customer that matches the information regarding the customer is described in the item, and considers the similarity information in consideration of the evaluation information associated with the searched response content The information providing apparatus according to claim 2, wherein a recommendation list is created in consideration of the calculated similarity. An information providing method,
The response content in which the content matching the inquiry item requested by the customer is written in the item, operator information for uniquely identifying the operator, the response content in which the content handled by the operator is written in multiple items, A search step for searching from an evaluation information storage unit stored in association with the evaluation information of the operator in response contents;
Based on the evaluation information associated with the retrieved response content and the number of items that match the query item requested by the customer in the retrieved response content, an operator recommendation for responding to the customer query And a recommendation list creating step for creating a list. The recommendation list creation step calculates the similarity between the inquiry item requested by the customer and the response content by using the evaluation information associated with the searched response content and the number of matching items, 5. The information providing method according to claim 4, wherein the recommendation list is created in consideration of the calculated similarity for each operator . In the recommendation list creation step, the customer content that matches the customer information is searched for the response content described in the item, and the similarity is considered in consideration of the evaluation information associated with the searched response content. The information providing method according to claim 5, wherein a recommendation list is created in consideration of the calculated similarity.

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