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WO2017119433A1 - Système d'assistance de correspondance client, procédé d'assistance de correspondance client et programme informatique d'assistance de correspondance client - Google Patents

Système d'assistance de correspondance client, procédé d'assistance de correspondance client et programme informatique d'assistance de correspondance client Download PDF

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Publication number
WO2017119433A1
WO2017119433A1 PCT/JP2017/000097 JP2017000097W WO2017119433A1 WO 2017119433 A1 WO2017119433 A1 WO 2017119433A1 JP 2017000097 W JP2017000097 W JP 2017000097W WO 2017119433 A1 WO2017119433 A1 WO 2017119433A1
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WO
WIPO (PCT)
Prior art keywords
customer
faq
browsing history
level
history information
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Ceased
Application number
PCT/JP2017/000097
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English (en)
Japanese (ja)
Inventor
真吾 井原
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Recruit Holdings Co Ltd
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Recruit Holdings Co Ltd
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Filing date
Publication date
Application filed by Recruit Holdings Co Ltd filed Critical Recruit Holdings Co Ltd
Publication of WO2017119433A1 publication Critical patent/WO2017119433A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor

Definitions

  • the present invention relates to a customer response support system, a customer response support method, and a customer response support computer program.
  • a support system (referred to as a customer center, a help center, a call center, a user support center, etc.) having an operator who follows the customer about the service. Is sometimes prepared (see Patent Document 3, for example).
  • FAQs relating to frequently asked questions and answers are prepared.
  • Patent Document 3 the operator who has received the inquiry from the customer can respond to the individual inquiry from the customer by referring to the FAQ separately prepared as part of the support system and searching for an answer.
  • the present invention has been made in view of such circumstances, and by providing quick and sufficient support for inquiries from customers regarding services, it is possible to improve response quality, and as a result, customer satisfaction is improved. It is an object of the present invention to provide a customer response support system, a customer response support method, and a customer response support computer program that can be enhanced.
  • a customer service support system includes a FAQ presentation unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer, and FAQ browsing history information regarding a FAQ browsing history by the customer (for example, browsing items)
  • Browsing history collection unit that collects (acquires) browsing frequency, browsing date and time, browsing order, etc., and the FAQ browsing history information to customers (eg, customer account, ID, contact information (phone number, email address, etc.))
  • a browsing history display unit for displaying FAQ browsing history information associated with the customer on an operator terminal operated by the operator when a customer inquires about the service.
  • the customer service support system estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level in the service based on the customer's FAQ browsing history information. You may further provide an estimation part and the estimation result display part which displays the estimation result by an estimation part on an operator terminal.
  • a customer service support method includes a step of presenting a FAQ regarding a service provided to a customer on a customer terminal operated by the customer, and a step of collecting FAQ browsing history information regarding a FAQ browsing history by the customer.
  • the computer program for supporting customer service is the one in which a customer operates an FAQ relating to a service for providing a customer with a computer (not limited to one or a single type, but may be a plurality or a plurality of types).
  • FAQ presentation unit to be presented to the customer terminal
  • browsing history collection unit for collecting FAQ browsing history information related to FAQ browsing history by the customer
  • storage unit for storing the FAQ browsing history information in association with the customer
  • service from the customer When there is an inquiry, the FAQ browsing history information associated with the customer is caused to function as a browsing history display unit that is displayed on an operator terminal operated by the operator.
  • FAQ browsing history information regarding the FAQ actually browsed by the customer is displayed on the operator terminal. Therefore, the operator can respond to an inquiry from the customer while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer in the service. As a result, it is easy to grasp the customer's intention in the inquiry, and accurate advice can be given to the customer, so that quick and sufficient support for the customer is possible. As a result, it is possible to improve the quality of response to inquiries from customers and to increase customer satisfaction in the service.
  • the processing can be speeded up, the memory can be saved, the amount of communication data can be reduced, and the processing reliability can be increased. .
  • FIG. 1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration related to a customer service support system according to the present disclosure.
  • FIG. It is a system block diagram showing roughly an example of composition of a server apparatus in a customer service support system by this indication. It is a system block diagram showing roughly an example of composition of a customer terminal in a customer service support system by this indication.
  • FIG. 1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration according to a customer service support system according to the present disclosure.
  • the customer service support system 100 includes a server device 10 that is electronically connected to a customer terminal 20 operated by a customer S via a network N.
  • the network N is, for example, a wired network (a short-range communication network (LAN), a wide-area communication network (WAN), a value-added communication network (VAN), etc.) and a wireless network (a mobile communication network, a satellite communication network, a Bluetooth network).
  • Bluetooth Bluetooth: registered trademark
  • WiFi Wireless Fidelity
  • HSDPA High Speed Downlink Packet Access
  • the server device 10 is a network node having a part or all of the functions of the customer service support system 100, and is configured by, for example, a host computer having a high arithmetic processing capability, and a predetermined main program (server program) in the host computer.
  • the server function is expressed by operating.
  • the server device 10 according to the present embodiment introduces and explains the contents of the service provided to the customer S, publishes and uploads application software (such as a register application to be described later) for using the service, and a tutorial for the application program. And websites established to provide FAQs related to the service.
  • FIG. 2 is a system block diagram schematically showing an example of the configuration of the server device 10.
  • the server device 10 includes a processor 11, a communication interface 12, and a storage resource 13.
  • the processor 11 includes an arithmetic and logic unit for processing arithmetic operations, logical operations, bit operations, and various registers (program counter, data register, instruction register, general-purpose register, etc .; different from the customer terminal 20), and a storage resource. 13 interprets and executes the program P10 (customer acquisition support computer program) stored in 13 and outputs a predetermined calculation processing result.
  • program P10 customer acquisition support computer program
  • the program P10 includes a plurality of software modules that are appropriately called and executed during the operation of the main program described above.
  • the software module includes a control module 14 that performs various control calculation processes, and a screen to be displayed on the customer S and the like, a text to be notified, an image, audio data, and the like based on the processing results by the control module 14 And a communication module 16 for performing communication processing with the network N through the communication interface 12 and the like (hereinafter collectively referred to as “image module 15”).
  • the communication interface 12 is a hardware module for connecting to the customer terminal 20 via the network N, and is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem. .
  • a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.
  • the storage resource 13 is a logical device provided by a storage area of a physical device (a computer-readable recording medium such as a disk drive or a semiconductor memory), for example.
  • a plurality of physical devices may be mapped to one logical device, or one physical device may be mapped to a plurality of logical devices.
  • the storage resource 13 stores various content data (including FAQ content data, tutorial content data, an electronic manual, etc.) to be displayed on the above-described website.
  • the storage resource 13 includes appropriate calculation parameters required when the control module 14 and the image module 15 execute processing, in addition to the log related to the information transmission history from the customer terminal 20, the browsing history, and information related thereto. Is saved.
  • FIG. 3 is a system block diagram schematically showing an example of the configuration of the customer terminal 20.
  • the customer terminal 20 in the present embodiment is an appropriate information processing apparatus, for example, a portable or non-portable computer, in which a browser and an engine for browsing the website described above operate, Application software for using the service downloaded from the website may operate.
  • a tablet-type terminal including a mobile phone typified by a smartphone
  • a user interface such as a touch panel and a display with high visibility and has a communication function with the network N
  • a desktop terminal Examples include notebook terminals and workstations.
  • the application software for using the service is not particularly limited.
  • accounting processing or other additional processing POS (Point of sale, order management, reservation management, customer Management, form management, sales management, inventory management, etc.).
  • the customer terminal 20 includes a processor 21, a storage resource 22, an audio input / output device 23 (including a microphone and a speaker integrated or separate), a communication interface 24, an input device 25, a display device 26, and a camera 27. Etc.
  • the processor 21 includes an arithmetic logic unit and various registers (program counter, data register, instruction register, general-purpose register, etc.). In addition, the processor 21 interprets and executes the program P20 stored in the storage resource 22, and transmits a command, information, and the like input by the customer S to the server device 10 via the network N. Further, the processor 21 displays various content data transmitted from the server device 10 to the customer S on the display device 26 or causes the audio input / output device 23 to reproduce the audio data.
  • various registers program counter, data register, instruction register, general-purpose register, etc.
  • the storage resource 22 is a logical device provided by a storage area of a physical device (for example, a computer-readable recording medium such as a disk drive or a semiconductor memory), and an operating system program, a driver program, Stores various data.
  • a driver program include an input device driver program for controlling the input device 25, an input / output device driver program for controlling the audio input / output device 23 and the display device 26, and the like.
  • the voice input / output device 23 is, for example, a sound player that can reproduce general sound data.
  • the communication interface 24 provides a connection interface with the server device 10 and includes a wireless communication interface and / or a wired communication interface.
  • the input device 25 provides an interface for accepting an information input operation by the customer S, and examples thereof include a touch panel, a keyboard, a mouse, and an information code reader.
  • the display device 26 provides an image display interface to the customer S, and examples thereof include an organic EL display, a liquid crystal display, and a CRT display.
  • the camera 27 is for capturing an appropriate still image or moving image.
  • the operator terminal 30 is a terminal operated by an operator who responds to inquiries from the customer S by telephone, e-mail, chat or the like at a customer center, a call center, a user support center or the like.
  • the operator terminal 30 is an appropriate information processing apparatus, for example, a portable or non-portable computer, similar to the customer terminal 20, and the basic configuration is the same as the configuration of the customer terminal 20 shown in FIG. Therefore, detailed description here is omitted.
  • FIG. 4 is a flowchart illustrating an example of a process flow (part) in the customer service support system 100.
  • the communication between the server device 10 and the customer terminal 20 and the communication between the server device 10 and the operator terminal 30 are performed by the respective processors of the server device 10, the customer terminal 20, and the operator terminal 30. It is executed based on the control command.
  • the customer S starts a web browser on the customer terminal 20 and displays a website relating to, for example, register application software, which is a service used by the customer S.
  • the website has a login screen for the customer S who has created and registered an account (ID) for using the service.
  • ID an account
  • the customer S inputs the account name and password and the information is authenticated by the server device 10
  • the login is completed (step S21).
  • Web page data is transmitted to the customer terminal 20 (step S11), and the web page is displayed on the customer terminal 20.
  • This web page includes contents for supporting the customer S regarding the service used by the customer S.
  • the customer S selects, for example, display of FAQ content from various contents (step S22), for example, FAQ category list data is transmitted from the server device 10 to the customer terminal 20 (step S12).
  • the category list is displayed at 20.
  • this category list is hierarchized, and when the customer S selects an item of a large category, a small category or each FAQ item belonging to the large category is displayed in a pull-down format.
  • Examples of the FAQ category list include the following examples.
  • the server device 10 may display frequently asked questions, FAQ items that are attracting attention, and the like on the customer terminal 20.
  • the processor 11 of the server device 10, the processor 21 of the customer terminal 20, and the display device 26 mainly function as a “FAQ presenting unit”.
  • ⁇ Accounting related Payment method setting, multiple payment methods at the same time
  • Use, discount setting, accounting data correction / sales management sales data confirmation, sales data download, sales data deletion, sales analysis by product, settlement receipt, etc.
  • Reservation management reservation ledger, reservation list, reservation schedule, etc./customer (use Management: customer information registration, customer information editing, customer information search
  • Customer information or deletion peripherals printers, payment receipt, bar code reader, label printer, troubleshooting, FAQ: List, is often the initial introduction of the use of service questions, recently frequently asked questions, etc.
  • the server device 10 selects the FAQ item selected.
  • Data is transmitted to the customer terminal 20 (step S13), and the contents of the FAQ item (Q and A) are displayed on the customer terminal 20.
  • the customer S browses the contents of the FAQ item (step S24), and the server device 10 displays the FAQ browsing history information by the customer S, that is, the FAQ item browsed by the customer S, the browsing date and time, and the browsing time.
  • the basic information for example, account ID, contact information
  • attributes business type, business category, sex, age, etc.
  • the processor 11 of the server device 10 mainly functions as a “browsing history collection unit”, and the storage resource 13 of the server device 10 functions as a “storage unit”.
  • the customer S performs other operations such as browsing other FAQ items or displaying other contents as necessary (step S25), and then logs out from the website as appropriate (step S25). S26).
  • the processor 11 of the server apparatus 10 collects the FAQ browsing history information and stores it in the storage resource 13 every time when the FAQ browsing of the customer S is performed as described above. .
  • the processor 11 of the server device 10 that has received the information of the customer S extracts the FAQ browsing history information stored and stored in the storage resource 13 in association with the customer S (step S15), and the FAQ browsing history of the customer S is extracted. Information data is transmitted to the operator terminal 30 (step S16). Thereby, FAQ browsing history information by the customer S is displayed on the operator terminal 30 (step S32). In this way, the operator can respond to the inquiry from the customer S while confirming the contents of the FAQ item browsed by the customer S.
  • the processor 11 of the server device 10 and the display device of the operator terminal 30 function as a “browsing history display unit”.
  • the customer S is the customer terminal 20 for each of the customers S using the service.
  • the server device 10 collects history information of FAQ items related to the browsed service in advance. When there is a service inquiry from the customer S, the server device 10 transmits the FAQ browsing history information of the customer S to the operator terminal 30 operated by the operator who has received the inquiry, and displays the contents thereof. .
  • the operator can respond to inquiries from the customer S while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer S in the service.
  • it is easy to grasp the intention of the customer S in the inquiry, and it is possible to give accurate advice to the customer S, so that the customer S can be quickly and sufficiently supported.
  • the quality of response to inquiries from the customer S can be improved, and the customer satisfaction in the service can be sufficiently increased.
  • FIG. 5 is a flowchart showing another example of the process flow (part) in the customer service support system 100.
  • a process according to the same flow as that of the first embodiment is performed except that Step S17 is executed between Step S15 and Step S16. Therefore, detailed description of the contents of processing other than step S17 is omitted.
  • the information of the customer S who has been inquired is transmitted from the operator terminal 30 to the server device 10, and the processor 11 extracts the FAQ browsing history information of the customer S (step S15). Based on the history information, at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level by the customer S in the service used by the customer S is estimated and evaluated (step S17).
  • the processor 11 of the server device 10 has at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service together with the data of the FAQ browsing history information of the customer S who has inquired. Is transmitted to the operator terminal 30 (step S16). As a result, not only the FAQ browsing history information by the customer S but also the estimation result of at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service is included in the operator terminal 30. Is displayed (step S32). As described above, the processor 11 of the server device 10 functions as an “estimation unit”, and the display device of the processor 11 and the operator terminal 30 functions as an “estimation result display unit”.
  • the operator can directly confirm at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the service to be used. Since it is possible to respond to inquiries from the customer, it becomes easier to grasp the intention of the customer S in the inquiry. As a result, it is possible to give more accurate advice to the customer S, and support for the customer S can be further enhanced. Thereby, the response quality with respect to the inquiry from the customer S can be further improved, and the customer satisfaction in the service can be further increased.
  • each of the above embodiments is an example for explaining the present invention, and the present invention is not limited to the embodiment.
  • the present invention can be variously modified without departing from the gist thereof.
  • those skilled in the art can replace the resources (hardware resources or software resources) described in the embodiments with equivalents, and such replacements are also included in the scope of the present invention.
  • the FAQ relating to the service can be browsed from the customer terminal 20 in which the register function is developed by installing the register application software which is the service used, and history information of the FAQ items browsed there is collected. Also good. Further, not only the FAQ browsing history information of the customer S who has inquired, but also the FAQ browsing history information and statistical information of a plurality of other customers S having the same attributes as the customer S are extracted and displayed on the operator terminal 30. You may do it. For example, if FAQ browsing history information by a customer S who has made an inquiry and another customer S in the same industry is displayed on the operator terminal 30, the operator confirms general browsing items and operation trends by the customer S in the same industry. Therefore, the customer S can be supported more accurately.
  • the operator follows the customer S's sales or support staff according to the customer's S's operation proficiency level, operation tendency, interest level, or confusion level in the service used by the customer S.
  • An action (visit, phone call, e-mail transmission, etc.) may be instructed.
  • a command signal to that effect may be transmitted from the operator terminal 30 to the server device 10, and the processor 11 may transmit the content of the command to an information terminal used by a sales or support person.
  • the computer for configuring the server device 10 is not limited to the host computer, and may be configured by, for example, a general-purpose communication terminal device, and the function of the server device 10 may be realized by the customer terminal 20. Good (in this case, the server apparatus 10 and the network N are not necessary).
  • the host computer constituting the server device 10 is not necessarily one, and may be composed of a plurality of sub computers distributed on the network N.
  • a gateway server or the like for converting a communication protocol between the server apparatus 10 and the customer terminal 20 and between the server apparatus 10 and the operator terminal 30 may be interposed.
  • the server device 10, the customer terminal 20, or the operator terminal 30 may all be other general-purpose communication terminal devices.
  • the customer support system includes a FAQ presenting unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer;
  • a browsing history collection unit that collects FAQ browsing history information related to the FAQ browsing history by the customer;
  • a storage unit for storing the FAQ browsing history information in association with the customer;
  • the FAQ browsing history information associated with the customer is displayed on an operator terminal operated by an operator;
  • An estimation unit that estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level;
  • An estimation result display unit for displaying an estimation result by the estimation unit on the operator terminal; May be provided
  • a computer program for customer support is provided:
  • Computer A FAQ presenting section for presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
  • a browsing history collection unit for collecting FAQ browsing history information related to the FAQ browsing history by the customer;
  • a storage unit for storing the FAQ browsing history information in association with the customer;
  • a browsing history display unit for displaying the FAQ browsing history information associated with the customer on an operator terminal operated by an operator when the customer makes an inquiry about the service;
  • An estimation unit that estimates at least one of customer operation proficiency, operation tendency, interest level, and confusion level, and an estimation result display unit that displays an estimation result by the estimation unit on the operator terminal, It may be made to function as.
  • the present invention it is easy to grasp the customer's intention in the inquiry about the service, and it becomes possible to provide quick and sufficient support to the customer, and as a result, the response quality to the inquiry from the customer is improved, and the customer satisfaction in the service Can be increased. Therefore, it can be widely used for activities such as designing, manufacturing, providing, and selling programs, devices, systems, and methods in the field of providing services that require customer support and follow-up.

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  • Engineering & Computer Science (AREA)
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  • Data Mining & Analysis (AREA)
  • Databases & Information Systems (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
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  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
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Abstract

La présente invention concerne un système d'assistance de correspondance client comprenant : une unité de présentation de FAQ pour la présentation de FAQ concernant un service fourni à un client à un terminal de client utilisé par le client ; une unité de recueil d'historique de navigation pour le recueil d'informations d'historique de navigation de FAQ concernant un historique de navigation de FAQ par le client ; une unité de mémorisation pour la mémorisation des informations d'historique de navigation de FAQ en association avec le client ; et une unité d'affichage d'historique de navigation pour l'affichage des informations d'historique de navigation de FAQ associées au client sur un terminal d'opérateur utilisé par un opérateur lors d'une interrogation concernant le service en provenance du client.
PCT/JP2017/000097 2016-01-07 2017-01-05 Système d'assistance de correspondance client, procédé d'assistance de correspondance client et programme informatique d'assistance de correspondance client Ceased WO2017119433A1 (fr)

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JP2016002015A JP5973094B1 (ja) 2016-01-07 2016-01-07 顧客対応支援システム、顧客対応支援方法、及び顧客対応支援用コンピュータプログラム
JP2016-002015 2016-01-07

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Cited By (1)

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US11240389B2 (en) 2020-03-26 2022-02-01 Fujifilm Business Innovation Corp. Information processing device and non-transitory computer readable medium

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JP6753265B2 (ja) 2016-10-19 2020-09-09 富士通株式会社 表示制御プログラム、装置、及び方法
JP7179473B2 (ja) * 2018-03-29 2022-11-29 株式会社東芝 問合せサポート装置
JP6694910B2 (ja) * 2018-04-03 2020-05-20 株式会社Ｌ ｉｓ Ｂ Ｆａｑ支援装置、ｆａｑ支援システム、ｆａｑ支援方法およびｆａｑ支援プログラム
JP7119769B2 (ja) 2018-08-24 2022-08-17 富士通株式会社 情報処理プログラム、情報処理方法および情報処理装置

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JP2001229181A (ja) * 2000-02-14 2001-08-24 Hitachi Ltd 情報配信方法
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JP2012033106A (ja) * 2010-08-02 2012-02-16 Nec Corp 履歴管理システム
JP2013054413A (ja) * 2011-09-01 2013-03-21 It Solutions Co Ltd Ｆａｑシステム

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JP2001229181A (ja) * 2000-02-14 2001-08-24 Hitachi Ltd 情報配信方法
JP2005250623A (ja) * 2004-03-02 2005-09-15 Nec Corp 回答作成支援サーバ、回答作成支援方法、および回答作成支援用プログラム
JP2012033106A (ja) * 2010-08-02 2012-02-16 Nec Corp 履歴管理システム
JP2013054413A (ja) * 2011-09-01 2013-03-21 It Solutions Co Ltd Ｆａｑシステム

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11240389B2 (en) 2020-03-26 2022-02-01 Fujifilm Business Innovation Corp. Information processing device and non-transitory computer readable medium

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