JP2002116993A - Information processing method and information processing system for accumulating question mail delivered through electronic mail network and respectively preparing and delivering reply mail - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a reply system capable of fixedly maintaining an appropriate reply level. SOLUTION: Pieces of question mail transmitted from users are accumulated in a server 11, buffer-processed and appropriately sorted and then the respective pieces of the question mail are registered in a processing queue 12a. The outline of the respective pieces of the registered question mail is listed and displayed as a processing standby mail group in an arrival order within an integration time value on the shared information picture of respective replier computers 13 network-connected with the server 11. The question mail selected by a replier as a processing object from the processing standby mail group is temporarily excluded from the processing queue 12a as being under a reply processing. For the question mail under the reply processing, contents are displayed on the individual information picture of the computer 13 of the replier who selects it and the reply mail is prepared by the replier. When the instruction to transmit the reply mail is issued, the reply mail is transmitted to the mail address of a question mail transmitter and the question mail is removed from the processing queue 12a as being already processed.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a mail answering system that collects and processes question mails relating to goods and services delivered through an electronic mail network in a server, and returns answering mails to the mails.

[0002]

2. Description of the Related Art In recent years, a combination of technological innovation developed at a remarkable speed and an increase in consumer consciousness have diversified consumer requirements for each product or service, and are becoming increasingly sophisticated. For example, for products manufactured or sold by manufacturers and shops on the Internet,
There are many questions, requests and complaints from consumers who have purchased these. There are many types of content, and questions with the same content often occur frequently. There are also questions with very high technical content.

[0003] In the mail-order sales industry, a product order or a request or a question from a consumer based on a product catalog (including those existing on the Internet) is received.
Due to the type of sales operation by the mass media, etc., the possibility of concentration in a certain time zone is more than foreseen.

[0004] In order to meet the demands of consumers that are generated in a large amount and in a concentrated manner and are typified or highly specialized, conventionally, a large number of specialized personnel are conventionally allocated. The company has established and operates a telephone system, such as a so-called telephone center, which directly answers telephone calls.

In some cases, in addition to this telephone-compatible system, a computer-assisted system such as a mail system is provided as a supplement. Such a system is called CTI (Comput
er Telephony Integration) system.

[0006]

With respect to the human resources allocated to the CTI system as described above, on the background of technical knowledge that can respond to various demands from consumers,
Accuracy, comfort and responsiveness of telephone response are required. However, human resources with high technical skills are generally employed as technicians, and there is usually no room for personnel to deploy to a CTI system. Also, even if a person with excellent technical skills responds to a telephone call, there is a risk that the impression on consumers will be impaired if their personality is not appropriate and respectful, in which case the tangible and intangible management that the system operator will suffer The damage above is immeasurable.

[0007] Therefore, it is necessary to secure human resources who are dedicated to the system for the telephone line, and to carry out technical education and telephone response education together to develop human resources. As a result, in addition to the initial costs for securing and training human resources, running costs for operating the CTI system include real estate rent, mainly for personnel costs, at the CTI system operation site, system purchase and maintenance and renewal costs, etc. It is unavoidable that the system will naturally become a high cost system.

[0008] In addition, each of the personnel arranged in the CTI system usually carries out work in a small booth which is appropriately divided, and the work is generally independent contents that can be grasped only by each person. In addition, the telephone correspondence content is not recorded as voice. In this way, under the situation where there is no management system that can centrally grasp and manage the work of all personnel, even if an inappropriate conversation between the consumer and , The manager of the CTI system cannot recognize it. Therefore, even if a consumer complains later that the response was inappropriate, it would be very difficult to check the call history, specify the details, and respond appropriately. is there.

[0009] Further, even though the contents of each business itself are recorded every day, it is impossible to reuse such as search and display by voice. It is hopeless to learn and grow as a whole. Therefore, when responding to a consumer's question, it is up to the individual's answering ability and answering skill, and there is a high possibility that the answer level will frequently fluctuate.

Therefore, the present invention has been made in view of such conventional problems, and can be opened and operated efficiently at low cost, utilizing stored data and unifying the contents of each business. It is an object of the present invention to provide an answering system capable of maintaining an appropriate answering level irrespective of the personal ability of human resources by providing a management system that can be managed in a controlled manner.

[0011]

SUMMARY OF THE INVENTION The present invention has been made to achieve the above object, and has the following items (1) to (7).
Is an information processing method specified by (1) This is an information processing method for accumulating and processing question mails delivered through an electronic mail network to create and deliver answer mails for each. (2) Inquiry mails sent to a specific mail address are accumulated in a server, buffer processing is performed to appropriately select mails, and each question mail is registered in a processing queue. (3) The buffering process includes a virus check on the question mail and its attached file, and a keyword search process on ethical violation terms in the content of the question mail. (4) When registering a question mail in the processing queue, a status flag indicating the processing status of the question mail, an integrated time value from a predetermined reference time to the time of receiving the mail, and an arrival within the integrated time value A unique file name including the order is assigned to each question mail and registered. (5) The summary of each question mail registered in the processing queue is displayed on the shared information screen of each respondent computer network-connected to the server in the order of arrival within the integrated time value. List as a group. (6) The question mail selected by the respondent as a processing target from the mail queue to be processed is temporarily excluded from the queue as being in the process of answering, and a status flag in the unique file name of the question mail is provided. To be processed. (7) The content of the question mail during the answer process is displayed on the individual information screen of the respondent computer that has selected the answer mail, and the answer mail is created by the respondent. When the respondent gives an instruction to send the answer mail, the answer mail is sent to the mail address of the sender of the question mail,
The inquiry mail is processed and the status flag of the unique file name is updated to processed and removed from the queue.

[0012] In the information processing method, the contents of the question mail or the reply mail to the question mail may be set to be open to the general public and internal to the public at an administrator computer network-connected to the answerer computer or the server and each answerer computer. Are stored in the database so that they can be referred to from the respondent computer and the administrator computer.

Further, in the information processing method, the reply mail instructed to be transmitted by each respondent computer is transferred or referred to the administrator computer,
After the content is checked, it is transmitted to the user.

A computer system for performing the information processing method, comprising: the server connected to an electronic mail network system; and a plurality of the respondent computers network-connected to the server. An information processing system characterized by the following is provided.

An information processing method further includes the following items (1) to (5). (1) This is an information processing method for accumulating and processing question mails delivered through an electronic mail network to create and deliver answer mails for each. (2) The question mails sent to a specific mail address are accumulated on a server, and each question mail is registered in a processing queue. (3) The summary of each question mail registered in the processing queue is listed and displayed as a processing waiting mail group on a shared information screen of each respondent computer network-connected to the server. (4) A question mail selected by the respondent as a processing target from the mail queue to be processed is temporarily excluded from the queue as being processed for reply. (5) The question mail during the answer process is displayed on the individual information screen of the respondent computer that has selected the answer mail, and the answer mail is created by the respondent. When the respondent gives an instruction to send the answer mail, the answer mail is sent to the mail address of the sender of the question mail,
The inquiry mail is processed and removed from the queue.

In the information processing method, when another question mail of the same sender as the received question mail is present in the queue, a later question mail is combined with the previous question mail to form the queue mail. It will be registered at

Further, in the above-mentioned information processing method, there is provided list information of the sender of the inquiry mail, and when registering the inquiry mail in the queue, the registration order is variably set with reference to the list information.

In the above information processing method, the elapsed time after each question mail is registered in the queue is added to the display of a group of waiting mails on the shared information screen.

Further, in the above information processing method, the order of the question mail whose elapsed time is longer than a predetermined time in the queue is moved up.

In the above information processing method, an appointment e-mail with contents such as a temporary awaiting reply or an apology is automatically transmitted to a sender of a question e-mail whose elapsed time is longer than a predetermined time.

Further, in the information processing method, a "progress report request screen" is displayed by using a function of a WWW document on the Internet in response to a request from a user information terminal.
To the information terminal, the user obtains the e-mail address written in the `` progress report request screen '', and determines whether or not the question e-mail transmitted from the e-mail address is registered in the queue, If registered, a "commentation screen" showing the progress report content regarding the answer process is sent to the user information terminal.

In the information processing method, when the "progress report request screen" and the "explanation screen" are exchanged at least a predetermined number of times between the sender of the question mail and the answer system, the corresponding question mail is displayed. It is assumed that the order in the queue is advanced as appropriate.

Furthermore, in the information processing method, if a predetermined question mail selected by the respondent as a processing target from the mail queue to be processed is being processed for an answer, it is temporarily removed from the queue and individually On the other hand, when the answer process is stopped while being displayed on the information screen, the respondent computer operated by the respondent performs a return operation to return to the queue.

In the information processing method, the reply mail created by each respondent computer can be confirmed on a manager information screen by a manager computer connected to the server and each respondent computer via a network. The message created by the administrator computer can be displayed on the shared information screen of each respondent computer.

Further, in the information processing method, when the respondent determines that the respondent himself / herself stops answering the predetermined question mail selected as the processing target from the waiting mail group, The question e-mail is added to the queue for the manager to leave the answer process.

In the above information processing method, the contents of the question mail or the reply mail to the question mail are stored in a database, and the stored information in the database is stored on at least an individual information screen for each respondent and at least for a manager. Can be referred to on the user information screen.

Further, in the above information processing method, the administrator displays on the administrator information screen statistical information such as the content tendency, time, and time of the past question mail, the response rate, profile, and contact information of each respondent. And other respondent information.

A computer system for performing any one of the information processing methods, comprising: the server connected to an e-mail network; and a plurality of respondent computers network-connected to the server. I will prepare it.

[0029]

BEST MODE FOR CARRYING OUT THE INVENTION FIG. 1 shows a schematic configuration of an information processing system according to the present invention. Hereinafter, each term in FIG. 1 will be briefly described and an outline of the system configuration will be shown.

[User Information Terminal 10] A personal computer, a PDA (Personal Digital Assistant), or a mobile phone connected to the mail server 20 through a public line such as the Internet. The user operates these information terminals to connect to the Internet, browses information posted on a WEB site of, for example, products and services, and sends a question mail. Or FAQs (Fre
It also searches question cases such as quently Asked Question). In addition, as described above, in response to the question e-mail sent to the system, etc., a response e-mail processed by the respondent and an appointment e-mail notifying that processing is in progress are received. The work of checking on the web is also performed.

[Mail server 11] A computer that receives and accumulates question mails transmitted from users,
It is connected to the information terminal 10 via the Internet.

[Integrated Management System 12] A computer system which forms the basis of the present invention and performs basic processing for replying to a question mail stored in the mail server 11. As an outline of the function of the present system, first, a question mail is fetched from the mail server 11 via a buffer and converted into a document file, and the mail processing queue 12a
And a mail processing queue 12a
Based on this, there is a function that allows the respondents, managers, external staff, etc. to share the contents of the question e-mail and manages each of the answer processing. Details of this function will be described later.

[Respondent's Computer 13] A computer for responding to the contents of the question mail stored in the mail processing queue 12a, and is connected to the mail server 11 by, for example, a LAN. At the time of answer processing, after each respondent selects a question e-mail on the shared information screen common to the respondent, the manager, the external staff, etc., an actual answer is created on the individual information screen of each individual respondent. .

[Administrator computer 14]... At least the respondent computer 13 and the mail processing queue 12a
Is a computer that enables an administrator to check each question mail and each answer created by the respondent computer 13 for the question mail at any time, and manage the contents thereof. Of course, it is also possible for the administrator himself to create a response.

[Database 15] The mail server 11, the overall management system 12, and the respondent computer 1
3 and a database 15 linked with the administrator computer 14 and the like. The database 15 includes, in addition to the conventional general FAQs, mail answer data in which the contents of the question e-mails received by the present system and their answers are filed and recorded for each theme (to be later incorporated into the FAQs),
An access log at the time of the processing, customer data relating to the sender of the question e-mail, and respondent data including the respondent's career and response record are recorded.

As means for connecting the various devices and systems described above, not only the Internet but also various means such as LAN and personal computer communication can be used according to the purpose of use and necessary functions.

2. Detailed description according to actual operation of this system In this embodiment, an e-mail reply system of the present invention is introduced by a certain manufacturer (hereinafter referred to as a client),
It is assumed that a support center that responds to various questions from users regarding the company's products is opened and operated on the Web. 2 to 10 sequentially show web browser screens displayed when the system is used and operated, and a detailed description based on these screens will be described below together with the schematic configuration of the system in FIG.

==== Preliminary work for sending question mail ===
= FIG. 2 shows the F when the user accesses the client's homepage and refers to the collection of FAQs in the database 15.
The AQ result screen 20 is shown. This FAQ collection includes the data stored before the introduction of the e-mail reply system of the present invention, and the database 15 by repeating the mail response with the user by introducing the system of the present invention.
For example, the data stored and organized in the data is periodically added and updated.

In this screen 20, the "title" of the FAQ, the target "product name", and the "registration date and time" of the data are listed in the upper column 21. In the middle column 22, "question contents" and "answer contents" are described, and in the lower column 23, links to other information are shown. The user who could not solve the question by the contents of the question and the answer is provided with a "Send mail to person in charge" button 24 at the bottom right of the screen.
Click to ask questions directly by e-mail to respondents.

==== Question mail transmission by user ==
== Clicking the "Send Email to Person in Charge" button 24 activates the email transmission screen 30 shown in FIG. On this screen 30, the user writes his / her name, e-mail address, product serial number, search item, product name, keyword, etc. in the blank box 31 and describes specific questions in the entry box 32 to create a question mail. I do. When the creation is completed, the submit button 33 in the lower row is clicked and this question mail is transmitted to the mail server 11.

The inquiry mail transmitted on the WEB is received by the mail server 11 via the Internet, for example, and is managed by the overall management system 12 as follows.

(1) The question mail is sent to the mail server 11
From the mail processing queue 12a of the integrated management system 12 via the buffer. An abnormal mail such as a mischief mail or a virus-infected mail accompanying the queue processing via the buffer is eliminated to appropriately select the received mail. After confirming the contents, the abnormal mail is sent to the sender requesting an appropriate format or is deleted.

(2) If there is an attached file in the properly selected question mail, after storing it, a unique file name is added to each question mail and the file is filed as text data on the mail processing queue 12a. In this process, the mail address of the sender of the question mail is attached to the text data, so that a reply can be immediately made as needed in any subsequent processing. The rule for assigning a unique file name is, in principle, a name that does not overlap with other files, and an example of the name is shown below.

[0044] Is a status code indicating, for example, that the question mail has already been processed, and is constantly changing to indicate what kind of situation the question mail from the user is currently in. Is the time serial value at the time of reception (in this case, the total number of seconds since 1970 AD),
Is a number indicating the order of arrival in the time serial value (however, although the element numbers are slightly separated from each other due to the notation,
In fact, they are consecutive file names.)

=== Main Screen Showing Progress of Question Mail Processing === The question mails stored in the mail processing queue 12a are sent to the respondent computer 13 and the administrator computer which are mutually connected to the network based on the central management system 12. 1
4, or shared on the WEB screen from an external computer or the like provided by an external staff connected to the overall management system 12 via the Internet or the like. This screen is shown as a shared information screen 40 in FIG.

The shared information screen 40 displays, from the top, an information column 41 for posting notices such as points of caution from the system administrator, a question number, a question summary, the elapsed time since the question mail was received, and the urgent order of processing. A pending mail column 4 listing the urgency indicated and the sender of the question mail
2. A response column 43 listing the question mails currently being processed, and a reply column 4 indicating a reply from the user to the answer.
4, a reply waiting column 45 indicating waiting for a reply from the user in response to a reply or the like transmitted from the respondent or the like, and another column 46 which is a link to an information search screen or the like are sequentially displayed. The contents posted in these columns are automatically updated at predetermined set times. The processing performed through this screen is shown in (1) to (3) below.

(1) Each respondent clicks and selects the question number button 42b of the question for which the answer process is to be performed from among the waiting mail group 42a shown on the shared information screen 40, and selects each individual information screen. Pick up to. The waiting mail selected in this way is displayed in the waiting mail column 4
Excluded from 2. At the time of this selection, the following considerations are made based on the elapsed time from the reception and the urgency determined from the customer importance. Therefore, this selection process can also minimize the fear of harming important customers. Also, if there is a question from the same sender in the processing waiting mail group 42a, it can be combined and displayed, and it is possible to grasp the content of the question repeatedly sent and the tendency of the sender's urgency. it can. Further, the order of display in the mail queue 42 for processing is appropriately changed according to the customer importance of the user or the elapsed processing time based on the list information provided in the database 15 of the present system. Eliminate concerns about conflicts.

(2) The display column of the waiting mail selected by the respondent is changed from the waiting mail column 42 to the corresponding column 43. Processing such as referencing the mail being handled or taking over the answer by another respondent is similar to that described above, and the content is displayed on the individual information screen by clicking each question number button 42b, and the processing is easily performed. be able to.

(3) Regarding a question mail whose elapsed time after processing has been longer than the predetermined time, please wait for a temporary answer such as “Please wait” or “Sorry to keep you waiting” Automatically reply with a fixed form apology e-mail that describes the contents of the apology.

With this function, so-called routine work can be automated and work efficiency can be improved, and at the same time, the user is not informed of the current question processing status at all. It also increases the trust of the system operator.

==== Case Information Search by Respondents ==
== Clicking the other column 46 at the bottom of the shared information screen 40 and starting up is the information search screen 50 of FIG. The main purpose of this screen is to allow the respondent and the administrator to perform past case searches and the like required for the answering operation. In this case search, for example, the name of the customer (user), registration number, response theme, words included in the text, and the like are entered in the blank 51 of the screen, and the FAQ data in the database 15 is entered. It is executed by applying a keyword search to it. For this input, it is possible to adopt various input methods required for a logical input and other searches.

The above-mentioned FAQ data is based on so-called public contents which have been checked for technical, grammatical, confidential and corporate ethics so that they can be disclosed to general users. On the other hand, so-called internal contents data which are not checked and generally cannot be disclosed can be shown as search results on this screen. As a result of the search operation, there are two types of search results (not shown) that the respondents see: FAQ data and internal data. Whether it can be reflected or not is appropriately determined according to the case.

In addition to the information retrieval, the client correspondence status 52 can be confirmed. The client response status 52 indicates, for example, a status in which a client manufacturer in the present embodiment directly responds to a question mail for a printer manufactured by the company without leaving it to a respondent of the present system. This leads to avoiding duplicate answers.

Further, as information links 53, information stored in a homepage URL of a related company or a dedicated intranet (intranet) for each topic is clickably displayed for each topic. An information link registration column 54 is provided below the information link 53 so that a respondent or the like can add a link destination as appropriate. In addition, another column 55 indicating statistical data such as the answer status is provided.

==== Confirmation of Question Mail Selection by Respondent ==== From the waiting queue column 42 in the shared information screen 40,
The question mail selected by each respondent is temporarily displayed on the selection confirmation screen 60 shown in FIG. 6 as one of the individual information screens. Here, the full text 61 of the question is displayed together with the urgency and the customer name. Respondents should consider the content of the question: a. What you should do for yourself. b. Considering the technical scope, etc., the processing should be canceled and returned to the processing waiting mail column 42 and left to other respondents. c. Items that should be forwarded to managers and clients based on the technical level of the questions and external considerations. d. Items that should be subjected to primary suspension, suspension, etc. in consideration of various information and response status. Will be selected.

Buttons 62, 63, 64, 65 and 66 corresponding to the respective processes are displayed on the screen 60, and the respondent clicks the button corresponding to the judgment result and proceeds to the next process. In addition, if any part of the question requires correction, the lexical correction button 67 is clicked and corrective measures are taken by the respondent.

As described above, as a step before starting the answering operation for the question mail selected by the respondent, each of the respondents confirms the contents and performs the selection confirmation processing as to whether or not the processing can be appropriately performed, thereby enabling the respondents to confirm the contents. The most suitable person for each question is naturally selected. Therefore, the level of the answer content created subsequently can also be constantly maintained at a high level. Since an exclusive function of the overall management system 12 operates on this selection confirmation screen, the processing is not duplicated among the respondents, and no waste of labor is caused.

==== Respondent's response mail creation ==
== When the respondent himself selects the answer process on the selection confirmation screen 60, the individual information screen shifts from the selection confirmation screen 60 to the response mail creation screen 70 shown in FIG. The screen configuration is as shown in the following (1) to (3). (1) In the upper part, an information column 71 indicating the date and time when the answer process was started, the respondent, and the customer name is arranged. However, if the response to the question is repeated multiple times, the history, respondent history, the corresponding question number, etc. are also displayed. (2) Following the information field 71, an answer input field 72 is arranged. The category of the product and the like, the product name and its version, and the answer title are shown, and specific answer contents 72a are described. When the answer input operation is completed, one of a "Send" button 73 for returning the answer to the user, a "Clear" button 74 for deleting the answer content, and a "Return" button 75 for interrupting the process and returning to the previous screen Click to end the processing on this screen. If there is a file to be attached, the user clicks the “Browse” button 76 and selects and attaches the target file. (3) A correspondence history display column 77 is further provided. Here, the content of the question to which the respondent has answered so far and the answer to the question are schematically displayed. Respondents can also review past self-response examples to gain technical and logical consistency and new hints on the question being answered.

The created answer mail is transmitted via the mail server 11 to the mail address of the questioner attached to the question mail in a text file. As a result, the display of the question mail is deleted from the corresponding column 43 in the previous shared information screen 40. However, this is only on the shared information screen 40 of the respondent side, and in fact, the reply mail transmitted to the user is once sent to the manager information screen. Here, it is transmitted to the user after receiving a content check by the administrator.

On the other hand, when all the answers to the question are completed by the answer here, the question mail and the answer mail are set as a set and stored in the FAQ collection in the database 15. At the time of this storage, each mail content is converted into a text file as a full-text search source and stored together with a search key. With respect to the stored data, the respondent and the administrator can utilize this at any time through each information screen.

When the response is still continued with the user, for example, when the user waits for a reply to the answer transmitted from the respondent or the like, the shared information screen 4
The question mail is displayed in the reply waiting column 45 at 0.

==== Response progress confirmation by user =
=== The user who has sent the question mail opens his / her progress report request screen 80 (see FIG. 8) on the WEB via the Internet, and inputs his / her mail address into a blank box 81 on the screen, and the user himself / herself issues the question. It is possible to confirm the answer processing status for the question that was given. The overall management system 12 according to the present invention compares the input e-mail address with the e-mail address attached to the in-process or processed question e-mail, and matches the processing status 9 of the question e-mail.
1 is displayed as an explanation screen 90 (see FIG. 9). On the other hand, after confirming the progress 91 of the processing, if there is a further request, the user can input the request in the request column 92 on the screen 90 and additionally send an e-mail to the respondent in charge.

The processing status 91 can be easily confirmed by referring to the number described as the status code when the unique file name is added to the question mail. The central management system 12 has a list of processing statuses corresponding to the status code, and can immediately return the processing status data simultaneously with the confirmation request.

The progress report request screen 80 and the explanation screen 9
In the case where "0" has been exchanged between the question mail sender and the respondent a predetermined number of times or more, the display order of the corresponding waiting mail in the processing waiting mail column 42 is appropriately advanced, so that the respondent can recognize the urgency. Encourage high-speed processing.

==== System Management by Administrator ===
= The administrator who manages the entire information processing system of the present invention uses the administrator computer 14 to make each respondent computer 1
The response mail created in step 3 can be confirmed on the administrator information screen. FIG. 10 shows the administrator information screen 10.
Indicates 0. The administrator computer 14 is network-connected to the mail server 11, the general management system 12, each respondent computer 13, and the database 15, and has an access right for confirming the data provided therein and all processes performed therein. is there.

The processing performed on the manager information screen 100 is as follows: (1) Respondents may not be able to answer due to a difference in technical level, or if the answer is not a technical question but an emotional complaint. Is determined to be unsuitable,
The administrator performs a reply process on the mail 101 sent to the administrator. At the time of answering, a question number button 101a is clicked to select a question, and an answer is created and transmitted in the same manner as the answerer does. (2) The response mail created by the respondent and sent to the user is temporarily suspended in the transmission waiting column 102 on this screen, and the content is checked by the administrator. The administrator performs a check from the viewpoints of the text structure, confidentiality, etc., and if there is no problem, it is actually transmitted to the user. This eliminates the danger that the user will be disappointed by inappropriate sentence expressions, or that internal confidential information will be leaked to the outside. (3) In the management data column 103, the administrator enters the respondent information 103a such as the profile and contact information of each respondent, and F
Database information 103b such as AQ data and customer data
It is also possible to rewrite the data by referring to the access information 103c such as the past time zone, daily, and monthly response status and the like at any time. The administrator can manually variably set the order of registration in the mail processing queue 12a and the order of display on each screen by referring to these pieces of information.

In addition, even if an inappropriate communication is made between the user and the respondent, and a complaint is later issued from the user side indicating inappropriateness of the response, the response history is checked. The contents can be clearly specified and appropriate responses can be made. In addition, since the individual respondents can also be evaluated by checking the response rate and the appropriateness of the contents of the response, the respondent management can be efficiently and accurately performed based on the evaluation. Furthermore, even if the respondent is an outsourced staff, by using this system to perform the answering work, the answer contents and history are accumulated in the system as described above, and the same as ordinary fixed staff It can be managed.

3. Other Embodiments (a) Not only as a system for providing a so-called after-sales service for products and services as in this embodiment, but also with a user such as an order receiving center in a mail order business or a service reservation system in various service businesses. The present invention can be applied to various business modes in which some kind of response is made with the client.

(B) The question e-mail sent by the user may be composed mainly of or attached to still image data, moving image data, voice data, facsimile, etc., in addition to character data. This is because the difference between information media is absorbed by appropriately performing format conversion.

[0070]

According to the present invention, a simple electronic mail system, a WEB interface, a database and the like are mainly combined for various inquiry mails sent from a large number of users on a communication network. Under a low-cost system configuration, it is possible to open and operate an efficient e-mail response system with low labor costs and minimum personnel (such as respondents).

For example, if various types of portable information terminals are used, the response processing work can be performed by an external (or on-the-go) answering staff via the WEB interface. Old systems such as setting up a center and allocating a large number of fixed staff members are no longer necessary.

The contents of the question mail from the user and the contents of the answer to it are stored in the database together with the search key as a full-text search source. Can be used. Accordingly, the system itself accumulates and grows know-how in response work and operation as the operation period is expanded, and also effectively utilizes the accumulated data. As a result, it is possible to suppress the variation of the answer level due to the difference in the ability of each respondent and always maintain the appropriate answer level.

Further, the information processing system of the present invention has list information such as the customer importance of the question mail sender, the frequency of complaint transmission, the company name and the address, and the respondents can refer to this on each information screen. . It is also possible to variably set the order of registration in the queue and the order of display on the screen by weighting each item of the list information content.

At the time of setting the rank, the answering process is advanced as the elapsed time required for the answer process is increased, or the sender of the question mail whose elapsed time is longer than a predetermined time is requested to wait for a temporary answer or It is possible to perform processing such as automatically sending an e-mail with contents such as a thank-you. As a result, automation of routine work can be promoted, and cost reduction and efficiency can be achieved at the same time. Further, it is considered that the user naturally fosters unprecedented satisfaction and trust in the system operation side with respect to such system operation that can respond (and can be recalled) immediately to each individual.

The manager can centrally manage the work contents of each respondent through the manager information screen.
Even if an inappropriate exchange occurs between the user and the respondent and a complaint is raised later by the user that points out the inadequacy of the response, etc., the response history is confirmed and the details are clearly indicated. And respond appropriately. in addition,
Since the administrator can arbitrarily check the response rate and the appropriateness of the response content and can also evaluate the respondents, there is an advantage that the management of each respondent can be performed efficiently and accurately.
In addition, even if the respondent is an outsourced staff, by using this system to perform the answering work, the answer content and history will be managed in the same way as ordinary fixed staff as described above Is also possible.

[Brief description of the drawings]

FIG. 1 is a conceptual diagram showing a schematic configuration of an electronic mail reply system of the present invention.

FIG. 2 is an FA as a search result of a FAQ collection in the present embodiment.
It is explanatory drawing which shows a Q result screen.

FIG. 3 is an explanatory diagram showing a mail transmission screen in the embodiment.

FIG. 4 is an explanatory diagram showing a shared information screen in the embodiment.

FIG. 5 is an explanatory diagram illustrating an information search screen according to the present embodiment.

FIG. 6 is an explanatory diagram illustrating a selection confirmation screen according to the present embodiment.

FIG. 7 is an explanatory diagram showing a reply mail creation screen in the embodiment.

FIG. 8 is an explanatory diagram illustrating a progress report request screen according to the present embodiment.

FIG. 9 is an explanatory diagram illustrating an explanation screen according to the present embodiment.

FIG. 10 is an explanatory diagram illustrating an administrator information screen according to the present embodiment.

[Explanation of symbols]

 11 Mail server (server) 12a Mail processing queue (processing queue) 13 Respondent computer 40 Shared information screen 42a Processing mail group 60 Selection confirmation screen (individual information screen) 70 Answer mail creation screen (individual information screen)

Claims (4)

[Claims] 1. An information processing method specified by the following items (1) to (7). (1) This is an information processing method for accumulating and processing question mails delivered through an electronic mail network to create and deliver answer mails for each. (2) Inquiry mails sent to a specific mail address are accumulated in a server, buffer processing is performed to appropriately select mails, and each question mail is registered in a processing queue. (3) The buffering process includes a virus check on the question mail and its attached file, and a keyword search process on ethical violation terms in the content of the question mail. (4) When registering a question mail in the processing queue, a status flag indicating the processing status of the question mail, an integrated time value from a predetermined reference time to the time of receiving the mail, and an arrival within the integrated time value A unique file name including the order is assigned to each question mail and registered. (5) The summary of each question mail registered in the processing queue is displayed on the shared information screen of each respondent computer network-connected to the server in the order of arrival within the integrated time value. List as a group. (6) The question mail selected by the respondent as a processing target from the mail queue to be processed is temporarily excluded from the queue as being in the process of answering, and a status flag in the unique file name of the question mail is provided. To be processed. (7) The content of the question mail during the answer process is displayed on the individual information screen of the respondent computer that has selected the answer mail, and the answer mail is created by the respondent. When the respondent gives an instruction to send the answer mail, the answer mail is sent to the mail address of the sender of the question mail,
The inquiry mail is processed and the status flag of the unique file name is updated to processed and removed from the queue. 2. The system according to claim 1, wherein the contents of the question mail or the response mail to the question mail or the reply mail are for public use and internal use on an administrator computer network-connected to the respondent computer or the server and each respondent computer. An information processing method characterized by being stored in a database so as to be referred to from a respondent computer and an administrator computer after being distinguished. 3. The reply mail according to claim 1, wherein the reply mail instructed to be transmitted by each respondent computer is transferred or referred to the administrator computer, and transmitted to the user after a content check. An information processing method characterized by the following. 4. A computer system for carrying out the information processing method according to claim 1, wherein said server is connected to an e-mail network system, and said server is network-connected to said server. An information processing system comprising: a plurality of said respondent computers.