JP7551071B1 - Inquiry related information display method and inquiry related information display system using said method - Google Patents

Abstract

[Problem] To provide an inquiry related information display method and an inquiry related information system using said method, which shortens response time and improves customer satisfaction by predicting and grasping in advance the outline of inquiries about products, etc. from users. [Solution] In the inquiry related information display system S, a communication control server includes a communication control Web server that displays a call screen on a user terminal 12 when a user accesses a website, receives inquiry related information associated with the user stored in the corporate Web server from a corporate Web server, and displays the call screen on the user terminal, and a voice server having a means for transmitting call data including the inquiry related information to a private branch exchange 34 via a network 42 after the call screen is displayed. The private branch exchange calls a telephone 33 used by an operator in a predetermined procedure based on the call data, and displays the inquiry related information on an operator terminal linked to the telephone. [Selected Figure] Figure 1

Description

The present invention relates to a method for displaying information related to a user inquiry, which allows a user to respond quickly and appropriately to an inquiry when making an inquiry about a product or the like to a company that sells the product or the like by notifying an operator of the company in advance of information related to the inquiry, and a system for displaying information related to an inquiry that utilizes the method.

Companies that manufacture and sell products, providers of services such as hotel reservations, credit cards, and home delivery, and public institutions (hereafter referred to as "companies") have traditionally set up call centers to handle inquiries about products and services over the phone. Calls from users (consumers) are routed through the call center's private branch exchange (PBX) and arrive at a telephone used by one of the operators there, who then handles the user's inquiry over the phone.

The assigned operator listens to the user's inquiry, inputs related information into the operator terminal, and responds to the user's inquiry while looking at the information displayed there. If the operator does not have the knowledge to respond to the user's inquiry, the operator hands over to a person who can. On the other hand, from the user's perspective, if the user has made an inquiry in the past, the user expects a response that is based on an understanding of the inquiry history and response records. Also, the user finds it annoying to have to repeatedly explain the content of the inquiry.

However, because the content of user inquiries varies widely, operators are unable to respond to user inquiries quickly and appropriately without some prior knowledge, which is one of the factors that reduces user satisfaction with companies.

The following Patent Document 1 discloses a computer telephony integration system that, when a customer requests a direct dialogue with a person in charge, assigns a person in charge who has the knowledge to meet the customer's needs. The technology described in the following Patent Document 1 includes an access log analysis program that responds to a direct dialogue request from a customer who has accessed a Web server and referenced an arbitrary page, and analyzes the customer's request based on the access history of the customer's information, and a dialogue support server program that, when a line is connected to the person in charge, displays the same information screen as the customer is viewing on the terminal screen of the person in a shared state that can be linked with the customer's information screen, and extracts navigation information for navigating the person in charge's response and response when dealing with the customer based on the analysis results of the customer's request. The CTI server includes a person in charge assignment program that connects a telephone line to a person in charge who has the skills to handle the customer's request as a result of the analysis.

However, the method of sending information related to a user's inquiry to an operator described in Patent Document 1 below sends the access history of the user accessing a web server and viewing any page, along with the IP address of the user's terminal, to a CTI server, and for a call between the user and the operator, call data including the IP address of the user's terminal is sent to an Internet telephony server via VoIP, and the Internet telephony server assigns a telephone number to the IP address of the user's terminal and connects to the operator's telephone via a private branch exchange (PBX). The CTI server links the information related to the user's inquiry to the telephone number assigned to the user using the IP address of the user's terminal.

However, in most cases, the IP addresses assigned to user terminals today are not global IP addresses, but private IP addresses of the provider. For this reason, connections to the Internet are made by converting private IP addresses to global addresses using NAT (Network Address Translation). For this reason, the technology described in Patent Document 1 below has the problem that it cannot be used for user terminals that have been assigned private IP addresses.

In addition, the technology described in Patent Document 1 below requires the provision of not only a Web server, but also an Internet telephony server and a CTI server, but there is a problem in that a huge amount of maintenance costs are required to provide an Internet telephony server and a CTI server in addition to a Web server.

JP 11-346266 A

The objective of the present invention is to provide an inquiry-related information display method and an inquiry-related information display system that utilizes this method, which can shorten response times and improve customer satisfaction by predicting and understanding in advance the outline of inquiries about products, etc. from users.

In other words, when a user makes an inquiry about a product or the like to a company that sells the product or the like, information related to the inquiry is notified to the operator of the company in advance (displayed on the operator terminal) so that the user's inquiry can be handled quickly and appropriately. The present invention provides a method for displaying information related to a user inquiry, and a system for displaying information related to an inquiry using the method.

In order to solve the above problems, a first aspect of the present invention is an inquiry-related information display method for displaying information related to an inquiry made by a user on an operator terminal of a company's inquiry desk when the user makes an inquiry by voice call from a user terminal having a web browser function, the information display method comprising:
When the user presses an inquiry icon displayed on the company's website, inquiry-related information associated with the user stored on the website is transmitted to a communication control server;
The communication control server displays a call screen on the user terminal,
The user terminal and the communication control server are connected to each other,
the communication control server transmits call data including the inquiry-related information to a private branch exchange of the company via a network;
The inquiry-related information display method is characterized in that the private branch exchange calls the operator's telephone and displays the inquiry-related information on the operator terminal linked to the telephone.

The communication control server includes a communication control web server and a voice server. After the communication control web server displays a call screen on the user terminal, or when the call icon displayed on the call screen is pressed, the voice server writes inquiry-related information into free space in the Session Initiation Protocol (SIP) of the Voice over Internet Protocol (VoIP), for example in the header section, and transmits this information to the private branch exchange as call data.

The company's private branch exchange (PBX) is equipped with computer telephony integration (CTI), which displays the user's inquiry-related information contained in the call data on the operator terminal, and the private branch exchange (PBX) rings the operator's telephone.

The user's inquiry-related information includes at least the product number, inquiry number, conversation history of past chat inquiries the user has made to the company, the user's website browsing history, an ID (identification) to identify the user when the user logs into the company's member site, and location information that can be obtained by the browser used by the user.

In order to solve the above problems, a second aspect of the present invention is an inquiry-related information display method for displaying information related to an inquiry made by a user on an operator terminal of a company when the user makes an inquiry to the company's inquiry desk by voice call from a user terminal having a web browser function, the information display method comprising:
the user terminal reads a two-dimensional code in which the user's inquiry-related information is recorded, and/or a URL including the user's inquiry-related information is input, whereby the inquiry-related information is transmitted to a communication control server, and the user terminal and the communication control server are connected;
The communication control server displays a call screen on the user terminal,
The communication control server writes the inquiry-related information into an available space of the SIP of the VoIP communication, and transmits the information as call data to the private branch exchange of the company via the Internet;
The inquiry-related information display method is characterized in that the private branch exchange rings the operator's telephone and displays the inquiry-related information on the operator terminal linked to the telephone by computer telephony integration provided in the private branch exchange.

Two-dimensional codes are affixed to pamphlets, product instruction manuals, magazines, membership cards, etc., and contain at least the product number, product serial number, inquiry number, or ID to identify the user. The above URLs (Uniform Resource Locators) are displayed as link information on company websites, or written in emails or SNS, and are also written on pamphlets, product instruction manuals, magazines, membership cards, etc., and contain the product number, product serial number, inquiry number, or ID to identify the user.

In order to solve the above problems, a third aspect of the present invention provides an inquiry related information display system including a user terminal having a web browser function, a web server that operates a company's website, a private branch exchange provided in the company, and a communication control server that establishes a voice call session between the user terminal and the private branch exchange via a network, the system comprising:
the communication control server receives inquiry-related information associated with the user stored in the web server from the web server when the user accesses the website and presses an inquiry icon displayed on the user terminal, and displays a call screen on the user terminal;
a voice server having a means for transmitting call data including the inquiry-related information to the private branch exchange via the Internet in response to the display of the call screen,
The private branch exchange is an inquiry-related information display system characterized by having a means for calling the operator's telephone in a predetermined procedure based on the call data, and a means for displaying the inquiry-related information on an operator terminal linked to the telephone.

The voice server enters inquiry-related information into free space in the Session Initiation Protocol (SIP) of the Voice over Internet Protocol (VoIP), for example in the header section, and sends it to the private branch exchange as call data.

The company's private branch exchange (PBX) is equipped with computer telephony integration (CTI), which displays the user's inquiry-related information contained in the call data on the operator terminal, and the private branch exchange (PBX) rings the operator's telephone.

The user's inquiry-related information includes at least the product number, inquiry number, conversation history of past chat inquiries the user has made to the company, the user's website browsing history, an ID for identifying the user when the user logs into the company's member-only site, and location information that can be obtained from the browser used by the user.

According to the present invention, an operator can predict and understand the content of inquiries about products and other matters from users in advance, shortening response times and improving customer satisfaction. Furthermore, according to the present invention, since the call data contains inquiry-related information to be displayed on the operator terminal, there is no need to link the call recipient with the inquiry-related information. Therefore, even if the user terminal is not assigned a global address, a call session can be established between the user terminal and the operator terminal and the operator's telephone.

1 is a diagram showing a schematic configuration of an inquiry related information display system according to an embodiment of the present invention; FIG. 2 is a sequence diagram of a first example showing an exchange between a user and an operator in the inquiry related information display system according to the present embodiment. FIG. 11 is a sequence diagram of a second example showing an exchange between a user and an operator in the communication control system according to the present embodiment. 13A and 13B are diagrams showing an inquiry screen and a call screen displayed on a user terminal, and an inquiry-related information display screen displayed on an operator terminal. 13A and 13B are diagrams showing a call screen when a two-dimensional code is read from a user terminal and a display screen of inquiry-related information displayed on an operator terminal. 13A and 13B are diagrams showing an inquiry screen and a call screen displayed on a chat screen of a user terminal, and a display screen of inquiry-related information displayed on an operator terminal.

S Communication control system 11 User 12 User terminal 20 Communication control server 20-1 Communication control Web server 20-2 Voice server 30 Call center 31 Operator 32 Operator terminal 33 Telephone 34 Private branch exchange (PBX)
40 Internet 41 In-house LAN
42 Network 50 Public switched telephone network 51 Telephone

The embodiment of the present invention will be described in detail with reference to the drawings, but the present invention is not limited thereto. Figure 1 is a diagram showing the general configuration of an inquiry related information display system S, which is one embodiment of the present invention.

The inquiry related information display system S is configured with a corporate web server 21 that is connected to a user 11 and a user terminal 12 via the Internet 40, a communication control server 20 that controls calls of the user terminal 12 via the Internet, and a corporate call center 30 that has an internal branch exchange 34 and the like that is connected to the communication control server 20 via a network 42.

The user terminal 12 has a browser function and is assigned a unique IP address, such as a private IP address or a global IP address, via, for example, an Internet service provider server. The corporate web server 21 is the website of the company that manufactures and sells the product that the user 11 inquires about. Along with the product, the website displays an icon for inquiring about the company's call center. Under certain conditions, the corporate web server 21 transmits to the communication control server 20 the URL of the website viewed by the user 11 and information related to the user's inquiry (inquiry-related information) stored in the corporate web server 21.

The communication control server 20 comprises a communication control Web server 20-1 and a voice server 20-2. The communication control Web server 20-1 connects to the user terminal 12 and displays a call screen on the Web browser of the user terminal 12 under certain conditions. The voice server 20-2 connects to the user terminal 12 and writes the user inquiry related information sent from the communication control Web server 20-1 into free space in the Session Initiation Protocol (SIP) of the Voice over Internet Protocol (VoIP), for example in the header section, and sends the inquiry related information to the private branch exchange 34 as call data.

The call center 30 is equipped with an internal branch exchange 34, multiple operators 31 working there, telephones 33 used by the operators 31, and operator terminals 32. Examples of operators of the call center 30 include companies that manufacture and sell products, accommodation facilities, businesses that provide services such as reserving and canceling tickets for events and concerts, and public institutions.

The private branch exchange 34 is connected to the network 42 and is assigned a unique IP address, such as a global IP address. A call from the user 11 is received by the private branch exchange 34 at a telephone 33 used by an available operator 31. The private branch exchange 34 is also connected to the Public Switched Telephone Networks (PSTN) 50, and can handle not only Internet telephones but also public switched telephone network (PSTN) telephones 51. When a call is received, the telephone 33 of the available operator 31 rings.

The operator terminal 32 of the call center 30 is connected to the in-house LAN 41, has a unique private IP address, and is linked to the telephone 33. The in-house LAN 41 is also connected to the communication control server 20 via the network 42.

Figure 2 is a sequence diagram of a first embodiment showing interactions between the user terminal 12 and the operator 31 in the inquiry related information display system S according to the present embodiment. With reference to Figure 2, we will explain how the inquiry related information of a user is displayed on the operator terminal 32 by the inquiry related information system S, which is one embodiment of the present invention, and how a communication session is established between the user terminal 12 and the operator's telephone 33.

First, a user 11 accesses the website (home page) of a company that manufactures and sells the product about which they wish to make an inquiry, using a user terminal 12 equipped with a web browser function, such as a personal computer or smartphone. On the web page on which the product or other item to be inquired about is listed, an "inquiry icon" is displayed next to "product 123" as shown in FIG. 4(a) (S1, S2).

When the user 11 presses the "Inquiry" icon displayed on the web browser screen of the user terminal 12 (S3), the corporate web server 21 transmits the URL viewed by the user 11, the data of the product 123, and information related to the user 11 stored in the corporate web server 21 as inquiry-related information to the communication control web server 20-1, and the communication control web server 20-1 displays a call screen as shown in FIG. 4(b) on the user terminal 12 (S5).

After a certain time has elapsed since the call screen was displayed, or when the user 11 presses the call button (S6), the communication control Web server 20-1 sends inquiry-related information to the voice server 20-2 (S7), and the voice server 20-2 writes the user inquiry-related information in free space in the Session Initiation Protocol (SIP) of the Voice over Internet Protocol (VoIP), for example in the header section, and sends it to the private branch exchange 34 as call data (S8).

The private branch exchange 34 rings the telephone 33 of the available operator 31 according to a predetermined procedure, and displays the inquiry-related information included in the SIP on the operator terminal 32 (S9). When the operator 31 responds to this, a telephone session is established between the telephone 33 of the operator 31 and the user terminal 12 (S10, S11, S12, S13). The private branch exchange 34 is equipped with computer telephony integration (CTI), and the inquiry-related information included in the SIP is displayed on the operator terminal 32 by the CTI (FIG. 4(c)).

Figure 3 is a sequence diagram of a second embodiment showing interactions between the user terminal 12 and the operator 31 in the inquiry related information system S according to this embodiment. With reference to Figure 3, we will explain how the inquiry related information of the user 11 is displayed on the operator terminal 32 by the inquiry related information system S, which is the second embodiment of the present invention, and how a communication session is established between the user terminal 12 and the telephone 33 of the operator 31.

First, a user 11 reads a two-dimensional code (Fig. 5(a)) attached to a pamphlet or product instruction manual that lists the product about which the user wishes to make an inquiry, using a user terminal 12 equipped with a web browser function such as a personal computer or smartphone. The user terminal 12 and the communication control web server 20-1 are then connected, and a call screen such as that shown in Fig. 5(b) is displayed on the user terminal 12. The two-dimensional code read by the user terminal contains, for example, the URL of the website of the company to contact regarding after-sales service for the product, the product code of the product inquired about, and the serial number of the product, as shown in Fig. 5.

After a certain period of time has elapsed since the call screen was displayed, or when the user 11 presses the "call" icon displayed on the web browser screen of the user terminal 12 (S3), the inquiry-related information recorded in the two-dimensional code is sent to the voice server 20-2 (S4), and the voice server 20-2 writes the inquiry-related information in free space in the Session Initiation Protocol (SIP) of the Voice over Internet Protocol (VoIP), for example in the header section, and sends it to the private branch exchange 34 as call data (S5).

The private branch exchange 34 rings the telephone 33 of the available operator 31 according to a predetermined procedure, and displays the inquiry-related information described in the SIP on the operator terminal 32 (S6). When the operator 31 confirms this and responds (S7), a telephone session is established between the telephone 33 of the operator 31 and the user terminal 12 (S8, S9, S10, S11). The private branch exchange 34 is equipped with computer telephony integration (CTI), and the inquiry-related information recorded in the SIP by the CTI is displayed on the operator terminal 32 (Fig. 5(c)).

Figure 6 shows an example in which user 11 inquires about a malfunction of a television through chat. User 11 selects the malfunctioning part and condition of the television displayed on user terminal 12, and presses a specific icon when making an inquiry by phone call (Figure 6(a)). This connects user terminal 12 and communication control web server 20-1, and a call screen such as that shown in Figure 6(b) is displayed on user terminal 12.

After a certain time has elapsed since the call screen was displayed, or when the user 11 presses the call button, the inquiry-related information entered in the chat is sent to the voice server 20-2, and the voice server 20-2 writes the inquiry-related information in free space in the SIP (Session Initiation Protocol) of the VoIP (Voice over Internet Protocol), for example in the header section, and sends it to the private branch exchange 34 as call data.

The private branch exchange 34 rings the telephone 33 of the available operator 31 according to a predetermined procedure, and displays the inquiry-related information described in the SIP on the operator terminal 32 (Figure 6 (c)). When the operator 31 responds to this, a telephone session is established between the telephone 33 of the operator 31 and the user terminal 12.

In this way, inquiry-related information from the user terminal 11 is displayed on the operator terminal 32, and a call session is established between the user terminal 12 and the telephone 33 of the operator 31, which is connected to the private branch exchange and telephone network, which are existing facilities of the call center 30.

Claims (7)

1. An inquiry-related information display method for displaying information related to an inquiry made by a user on an operator terminal of a company when the user makes an inquiry to the company through a voice call from a user terminal having a web browser function, the information being related to the inquiry made by the user on the operator terminal of the operator, comprising:
When the user presses an inquiry icon displayed on the company's website, inquiry-related information associated with the user stored on the website is transmitted to a communication control server;
The communication control server displays a call screen on the user terminal,
The user terminal and the communication control server are connected to each other,
The communication control server writes the inquiry-related information into an available space of the SIP of the VoIP communication, and transmits the information as call data to the private branch exchange of the company via the Internet;
The inquiry-related information display method is characterized in that the private branch exchange rings the operator's telephone and displays the inquiry-related information on the operator terminal linked to the telephone by computer telephony integration provided in the private branch exchange. 1. An inquiry-related information display method for displaying information related to an inquiry made by a user on an operator terminal of a company when the user makes an inquiry to the company through a voice call from a user terminal having a web browser function, the information being related to the inquiry made by the user on the operator terminal of the operator, comprising:
the user terminal reads a two-dimensional code in which the user's inquiry-related information is recorded, and/or a URL including the user's inquiry-related information is input, whereby the inquiry-related information is transmitted to a communication control server, and the user terminal and the communication control server are connected;
The communication control server displays a call screen on the user terminal,
The communication control server writes the inquiry-related information into an available space of the SIP of the VoIP communication, and transmits the information as call data to the private branch exchange of the company via the Internet;
The inquiry-related information display method is characterized in that the private branch exchange rings the operator's telephone and displays the inquiry-related information on the operator terminal linked to the telephone by computer telephony integration provided in the private branch exchange. The inquiry-related information display method according to claim 1 or 2, characterized in that the inquiry-related information includes at least any of a product number, an inquiry number, a conversation history of the user's previous chat inquiries to a company, the user's website browsing history, an ID for identifying the user when the user logs in to the company's member-only website, and location information that can be obtained by the browser used by the user . 3. The inquiry related information display method according to claim 1, wherein the company's inquiry desk is a call center . An inquiry related information display system including a user terminal having a web browser function, a web server for hosting a company's website, a private branch exchange provided in the company, and a communication control server for establishing a voice call session between the user terminal and the private branch exchange via a network,
a communication control Web server that displays a call screen on the user terminal when the user accesses the website, receives inquiry-related information associated with the user stored in the Web server from the Web server, and displays the call screen on the user terminal;
a voice server having a means for inputting the inquiry-related information into an available space of SIP in VoIP communication after the call screen is displayed, and transmitting the information as call data to the private branch exchange via a network;
The inquiry-related information display system is characterized in that the private branch exchange is equipped with a means for calling the operator's telephone in a predetermined procedure based on the call data, and a means for displaying the inquiry-related information on an operator terminal linked to the telephone . The inquiry-related information display system of claim 5, characterized in that the inquiry-related information includes at least any of the following: a product number, an inquiry number, a conversation history of the user's previous chat inquiries to a company, the user's website browsing history, an ID for identifying the user when the user logs in to the company's member-only website, and location information that can be obtained by the browser used by the user . 7. The inquiry related information display system according to claim 5, wherein the company's inquiry window is a call center.

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