JP2003216717A - System and method for supporting consultation - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve the operating rate of a consultant and to maintain a security property by strictly keeping confidential items. <P>SOLUTION: A customer terminal 1 and a consultant terminal 3 register personal information and set a confidential level for each item. Then, the customer terminal 1 selects one or more tools among options set by the consultant to apply for a consultation. If mail is selected, the customer and the consultant confirm the main contents of each other on a consulting support server 2 to perform a consultation. If a telephone and an interview are selected, the consulting support server 2 distributes an appointment slip through a mail server 4, a telephone consultation is performed through a matching exchange 5 on the basis of the appointment slip between the customer and the consultant, or an interview consultation is performed at a designated interview place. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a consulting support system and a consulting support method for supporting a consulting business performed by a consultant for a customer. A consultant generally refers to an expert who has a high degree of knowledge in the relevant field and who provides guidance and advice.

[0002]

2. Description of the Related Art Conventionally, when a consultant consults with a customer, the consultant uses email to check the schedule of the consultant posted on the home page, and the customer selects a desired interview date. However, it is quite feasible to get consulting.

[0003]

However, since the number of consultants is very small with respect to the number of customers, the customer cannot access the consultant's schedule even if he / she tries to receive consulting. There are many cases where I cannot get consulting. On the consultant side, some customers apply for consulting by chilling, so when dealing with such customers, valuable time is wasted, and consulting cannot be performed efficiently. is there.

On the customer side, the consulting content is often confidential, and the consultant also wants to keep it secret. Until now, confidential matters could not be kept secret without the customer's attention.

Further, since the consultant has conventionally disclosed his / her own telephone number, e-mail address, etc., he / she often performs consultations that are not charged (those conducted before the shift to consulting). It was done. Therefore, there is a demand on the consultant side to carry out business while keeping matters such as telephone numbers and e-mail addresses secret.

[0006] Furthermore, if the consultant cannot prepare the equipment such as a private telephone and a private interview place,
I couldn't open it.

[0007] Therefore, an object of the present invention is to improve the operation rate of a consultant who has a very small number of people, to strictly keep confidential matters and to maintain the security of the customer side and the consultant side, and It is to provide a consulting support system and a consulting support method that can be opened without the need for equipment such as a private telephone.

[0008]

In order to achieve the above object, a consulting support system of the present invention comprises a customer terminal used by a customer and a consultant terminal connected to the customer terminal via a network and used by a consultant. In a consulting support system having at least the following, the consulting support server is connected to the customer terminal and the consultant terminal via the network, allows the customer terminal to select one or more communication tools, and accepts a consulting application. It is characterized by having.

Further, the consulting support server is characterized in that the customer terminal is made to select one or more communication tools from the options of the communication tools set by the consultant, and the consulting application is accepted.

Further, the customer terminal pre-registers a predetermined item as personal information of the customer in the consulting support server and presets a secret level for each item, and the consulting support server sets the secret level of the customer. With respect to the item registered as personal information, it is characterized in whether or not to disclose to the consultant terminal based on the secret level.

Further, the consultant terminal registers a predetermined item as personal information of the consultant in the consulting support server in advance and sets a secret level in advance for each item, and the consulting support server sets the secret level of the consultant. With respect to the items registered as personal information, it is characterized in whether or not to disclose to the customer terminal based on the secret level.

Further, the consulting support server accepts an application for mail consulting using the communication tool as an email from the customer terminal, and when an email for mail consulting is received from the customer terminal, the email is sent from the customer terminal. Is transmitted to the consultant terminal indicating that the mail has arrived.

Further, when the consulting support server receives an e-mail for e-mail consulting from the consultant terminal, it sends mail arrival information indicating that the e-mail has arrived from the consultant terminal to the customer terminal. It has a feature.

A mail server is provided which is connected to the customer terminal and the consultant terminal via the network, and which sends an electronic mail to the customer terminal and the consultant terminal in response to a distribution instruction from the consulting support server. However, the consulting support server may transmit the mail arrival information as an electronic mail to the customer terminal or the consultant terminal via the mail server.

Further, the consultant terminal accesses the consulting support server based on the mail arrival information transmitted from the consulting support server, browses the electronic mail transmitted from the customer terminal, and the customer terminal, It is characterized in that the consulting support server is accessed based on the mail arrival information transmitted from the consulting support server to browse the electronic mail transmitted from the consultant terminal.

Further, the consulting support server is characterized in that the customer terminal refers to the schedule of the consultant and receives an application for consulting.

Further, when the consulting support server receives from the customer terminal an application for consulting in which the communication tool is a communication means for communicating at least a voice signal, the consulting support server specifies the designated date and time and the designated communication number of the consulting by the communication means. Reservation information including at least information is generated, and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. The consulting support server may deliver the reservation information for consulting by the communication means as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, at the time of consulting by the communication means, access from the customer based on the specified communication number at the specified date and time is made, and when the predetermined condition is satisfied, the communication line of the customer and the communication line of the consultant are connected. It is characterized by having an exchange to be connected.

Also, the exchange, when consulting by the communication means, combines the number used by the customer to recognize the communication means and the time accessed by the customer with the information obtained from the consulting support server. In that case, the communication line of the customer and the communication line of the consultant are connected.

Note that the customer terminal, when registering the personal information of the customer in the consulting support server,
At the time of consulting by the communication unit, a setting for converting the voice of the customer may be performed, and at the time of consulting by the communication unit, the exchange may convert the voice of the customer according to the setting by the customer terminal.

Further, the consultant terminal performs a setting for converting the voice of the consultant at the time of consulting by the communication means when registering the personal information of the consultant in the consulting support server, and the exchange is the communication means. It is also possible to convert the voice of the consultant according to the setting made by the consultant terminal at the time of consulting by.

The communication means may be means for communicating a video signal with the audio signal.

Further, when the consulting support server receives an application for the interview consulting with the communication tool as the interview from the customer terminal, the consulting support server generates reservation information including at least information on the designated date and time of the interview consulting and the designated interview location, The reservation information is transmitted to the customer terminal and the consultant terminal, respectively. The consulting support server may transmit the reservation information for the interview consulting as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, it is characterized in that the interview consultation is conducted at the specified interview place at the specified date and time based on the reservation information of the interview consultation.

Further, it is characterized in that it has a settlement server for charging the customer at the time of applying for consulting.

Further, the consulting support server is characterized in instructing the settlement server to charge the customer when the consulting application is accepted from the customer terminal.

Further, the settlement server is characterized in that when the consulting is completed, the payment is made to the consultant.

Further, the consulting support server, when the consulting terminal reports to the settlement server that the consulting is completed,
It is characterized by instructing payment to the consultant.

The settlement server may charge the customer and deposit the money to the consultant based on points effective only within the consulting support system.

The consulting support method of the present invention is the consulting support method according to a system in which a customer terminal used by a customer, a consultant terminal used by a consultant, and a consulting support server are connected to each other via a network. Then, select one or more communication tools,
It is characterized in that a consulting application is made to the consulting support server.

Further, it is characterized in that at the customer terminal, one or more communication tools are selected from the communication tool options set by the consultant, and a consulting application is made to the consulting support server. .

Further, a predetermined item is registered in advance in the consulting support server as the personal information of the customer, a secret level is set in advance for each of the items, and the secret is registered for the item registered as the personal information of the customer. It is characterized in that it is judged whether or not to disclose to the consultant based on the level.

Further, a predetermined item is registered in advance in the consulting support server as the personal information of the consultant, and a secret level is set in advance for each item, and the secret is set for the item registered as the personal information of the consultant. It is characterized in that whether or not to disclose to the customer is determined based on the level.

Further, when applying for mail consulting using the communication tool as an electronic mail at the customer terminal, an electronic mail for mail consulting is transmitted to the consulting support server, and the consulting support server allows the customer terminal to send a message from the customer terminal. The mail arrival information indicating that the electronic mail has arrived is transmitted to the consultant terminal.

Further, the consultant terminal sends an e-mail for mail consulting to the consulting support server, and the consulting support server sends mail arrival information indicating that the e-mail has arrived from the consultant terminal. It is characterized by transmitting to the customer terminal.

Further, the mail arrival information is transmitted to the customer terminal or the consultant terminal as an electronic mail via a mail server.

Further, the consulting support server is accessed from the customer terminal based on the mail arrival information, the electronic mail transmitted from the consultant terminal is browsed, and the consulting support based on the mail arrival information is received from the consultant terminal. It is characterized by accessing the server and browsing the electronic mail transmitted from the customer terminal.

Further, it is characterized in that the consulting support server is accessed from the customer terminal, the consultant's schedule is referred to, and a consulting application is made.

Further, when the consulting support server receives from the customer terminal an application for consulting which uses the communication tool as a communication means for communicating at least a voice signal, the designated date and time and the designated communication number of the consulting by the communication means. Is generated, and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. The reservation information for consulting by the communication means may be transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, at the time of consulting by the communication means, the customer accesses the exchange based on the designated communication number at the designated date and time in accordance with the reservation information for the consulting by the communication means, and the exchange exchanges a predetermined condition. When satisfied, the communication line of the customer and the communication line of the consultant are connected to perform the consulting by the communication means.

Further, in the exchange, at the time of consulting by the communication means, the number for recognizing the communication means used by the customer and the access time of the customer are combined with the information obtained from the consulting support server. In that case, the communication line of the customer and the communication line of the consultant are connected.

When registering the personal information of the customer in the consulting support server, a setting is made to convert the voice of the customer at the time of consulting by the communication means, and in the exchange, at the time of consulting by the communication means, the customer's voice is converted. It is good also as converting the voice of.

Further, when registering the personal information of the consultant in the consulting support server, setting is made to convert the voice of the consultant at the time of consulting by the communication means, and in the exchange, the consultant at the time of consulting by the communication means. It is good also as converting the voice of.

The communication means may be means for communicating a video signal with the audio signal.

Further, when the consulting support server receives an application for the interview consulting using the communication tool as the interview from the customer terminal, it generates reservation information including at least information on the designated date and time of the interview consulting and the designated interview location. The reservation information is transmitted to the customer terminal and the consultant terminal, respectively. The reservation information for the interview consulting may be transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, at the time of the interview consultation, the customer and the consultant visit the specified interview place at the specified date and time to perform the interview consulting based on the reservation information of the interview consulting.

Further, it is characterized in that the customer is charged when applying for consulting.

Further, the settlement server for charging the customer is instructed to charge the customer when the consulting support server accepts a mail consulting application from the customer.

Further, the present invention is characterized in that the consultant is credited when the consulting is completed.

Further, the settlement server for depositing money to the consultant is instructed to deposit to the consultant when the consulting support server reports that the consultant has completed the consulting. .

The customer may be charged and the consultant may be credited with points effective only within the system.

The server of the present invention is a server which is connected to a customer terminal used by a customer and a consultant terminal used by a consultant through a network so that the customer terminal can select one or more communication tools to perform consulting. It is characterized by accepting applications.

Further, the customer terminal is allowed to select one or more communication tools from among the communication tool options set by the consultant,
It is characterized by accepting applications for consulting.

Further, it is characterized in that each item registered as the personal information of the customer is judged to be disclosed to the consultant terminal based on the secret level set for each item.

Further, each item registered as the personal information of the consultant is characterized by determining whether or not to disclose it to the customer terminal based on the secret level set for each item.

When an application for mail consulting using a communication tool as an email is received from the customer terminal and an email for mail consulting is received from the customer terminal, it indicates that the email has arrived from the customer terminal. The mail arrival information is transmitted to the consultant terminal.

Further, when an e-mail for mail consulting is received from the consultant terminal, mail arrival information indicating that the e-mail has arrived from the consultant terminal is transmitted to the customer terminal. The mail arrival information may be transmitted as an electronic mail to the customer terminal or the consultant terminal via a mail server.

Further, the customer terminal accessing based on the mail arrival information is made to browse the electronic mail transmitted from the consultant terminal, and the consultant terminal accessing based on the mail arrival information is viewed from the customer terminal. The feature is that the sent e-mail is browsed.

The customer terminal is referred to the consultant's schedule to accept a consulting application.

When a request for consulting, which uses the communication tool as a communication means for communicating at least a voice signal, is accepted from the customer terminal, reservation information including the essential points of the consulting by the communication means is generated and the reservation information is stored. It is characterized in that it is transmitted to each of the customer terminal and the consultant terminal. The reservation information for consulting by the communication means is transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server.

When registering the personal information of the customer, if the setting for converting the voice of the customer is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the For the exchange that connects to the communication line of the consultant,
It may be instructed to convert the voice of the customer.

Further, when registering the personal information of the consultant, if the setting for converting the voice of the consultant is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the It is also possible to instruct the exchange that connects to the communication line of the consultant to convert the voice of the consultant.

The communication means may be means for communicating a video signal with the audio signal.

In addition, when an application for interview consultation using a communication tool as an interview is accepted from the customer terminal, reservation information including essential points for the interview consulting is generated, and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. It is characterized by doing. The reservation information for the interview consulting may be transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, it is characterized in that the settlement server for billing the customer is instructed to bill the customer when an application for consulting from the customer terminal is accepted.

Further, the settlement server for depositing money to the consultant is instructed to deposit to the consultant when the consultant terminal reports that the consulting is completed.

The program of the present invention is a program for operating a server connected to a customer terminal used by a customer and a consultant terminal used by a consultant via a network, wherein the customer terminal is provided with one or more communication tools. It is characterized by including a procedure for selecting and accepting an application for consulting.

Further, the customer terminal is allowed to select one or more communication tools from among the communication tool options set by the consultant,
It is characterized by including a procedure for accepting an application for consulting.

Further, it is characterized in that it includes a procedure for judging whether or not to disclose to the consultant terminal, for each item registered as the personal information of the customer, based on the secret level set for each item. .

Further, it is characterized in that it includes a procedure for judging whether or not each item registered as the personal information of the consultant is disclosed to the customer terminal based on the secret level set for each item. .

When a mail consulting application using a communication tool as an electronic mail is received from the customer terminal and an e-mail for e-mail consulting is received from the customer terminal, it indicates that the e-mail has arrived from the customer terminal. It is characterized by including a procedure for transmitting mail arrival information to the consultant terminal.

Further, when an e-mail for e-mail consulting is received from the consultant terminal, it includes a procedure of transmitting mail arrival information indicating that the e-mail has arrived from the consultant terminal to the customer terminal. . In addition, the mail arrival information,
It may include a procedure of transmitting it as an electronic mail to the customer terminal or the consultant terminal via a mail server.

Further, the procedure for causing the customer terminal, which has accessed based on the mail arrival information, to browse the e-mail transmitted from the consultant terminal, and the consultant terminal which has accessed based on the mail arrival information to the customer terminal And a procedure for viewing an electronic mail transmitted from the terminal.

Further, it is characterized in that it includes a procedure for receiving an application for consulting by making the customer terminal refer to the schedule of the consultant.

Further, when an application for consulting, which uses the communication tool as a communication means for communicating at least a voice signal, is received from the customer terminal, reservation information including the essential points of the consulting by the communication means is generated and the reservation information is stored. It is characterized by including a procedure of transmitting to each of the customer terminal and the consultant terminal. It should be noted that it is also possible to include a procedure of transmitting the reservation information for consulting by the communication means as an electronic mail to each of the customer terminal and the consultant terminal via the mail server.

When registering the personal information of the customer, if the setting for converting the voice of the customer is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the For the exchange that connects to the communication line of the consultant,
A procedure for instructing to convert the voice of the customer may be included.

In addition, when registering the personal information of the consultant, if the setting for converting the voice of the consultant is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the It is also possible to include a procedure for instructing an exchange connected to the communication line of the consultant to convert the voice of the consultant.

The communication means may be means for communicating a video signal together with the audio signal.

Further, when an application for interview consultation using a communication tool as an interview is accepted from the customer terminal, reservation information including essential points of the interview consulting is generated and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. It is characterized by including a procedure to do. It should be noted that it is also possible to include a procedure of transmitting the reservation information for the interview consulting as an electronic mail to the customer terminal and the consultant terminal via the mail server.

Further, it is characterized in that it includes a procedure for instructing the settlement server for charging the customer to bill the customer when an application for consulting from the customer terminal is accepted.

Further, it is characterized by including a procedure for instructing the settlement server for depositing money to the consultant to deposit money to the consultant when the consultant terminal reports that the consulting is completed.

The recording medium of the present invention is characterized in that the program is written.

(Operation) In the present invention configured as described above, since the customer selects one or more communication tools to apply for consulting, the customer is more likely to receive the consulting. It will be possible to significantly reduce the waiting time for consulting. In addition, the consultant side can provide consulting with a communication tool that considers the customer's request.

If the customer selects one or more communication tools from among the communication tool options set by the consultant to apply for the consulting, the consultant considers his / her request. It becomes possible to provide consulting with communication tools.

Further, a predetermined item is registered in advance as the personal information of the customer, a secret level is preset for each item, and it is judged whether or not the information of each item is disclosed to the consultant based on the secret level. Since it is possible to prevent the consultant from transmitting the information of the item, it becomes possible to protect the privacy of the customer.

The privacy of the consultant can be protected by setting the secret level for each item of the personal information of the consultant.

[0087]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is a conceptual diagram showing a consulting support system according to an embodiment of the present invention.

As shown in FIG. 1, a consulting support system according to an embodiment of the present invention includes a customer terminal 1 used by a customer, a consulting support server 2, a consultant terminal 3 used by a consultant, and a mail server 4. The matching exchange 5 and the settlement server 6 are provided. Although only one customer terminal 1 and one consultant terminal 3 are shown in FIG. 1, a plurality of customer terminals 1 and consultant terminals 3 are actually provided.

The customer terminal 1 registers the personal information of the customer in the consulting support server 2 via the network 7 and sets the secret level for each item registered as the personal information. The secrecy level indicates the level of whether the item is disclosed to the consultant in the consulting process, or is not disclosed to the consultant at the final stage of receiving the consulting, but detailed explanation will be given later. To do.

Further, the customer terminal 1 selects one or more tools from among a plurality of communication tools such as electronic mail (including various mails using the network such as chat mail), telephone, videophone, and interview. And apply for consulting. For example, when a communication means such as at least a telephone that communicates a voice signal, a videophone, or the like is selected as the communication tool, or when an interview is selected, a consulting reservation is made to the consulting support server 2 via the network 7. . When the electronic mail is selected, the electronic mail for mail consulting is transmitted to the consulting support server 2 via the network 7 without making a reservation.

The consultant terminal 3 is the network 7
The personal information of the consultant is registered in the consulting support server 2 via the, and the secret level for each item registered as the personal information is set. The secrecy level is divided into levels indicating whether the item is disclosed to the customer in the process of consulting or not disclosed to the customer at the final stage of consulting, but a detailed explanation will be given later. To do.

Further, for example, in the case of performing mail consulting for the customer of the customer terminal 1, the consultant terminal 3 transmits an electronic mail for mail consulting to the consulting support server 2 via the network 7.

Further, the consultant terminal 3 registers the schedule of the consultant in the consulting support server 2 via the network 7. The customer of the customer terminal 1 refers to the schedule of the consultant registered in the consulting support server 2 and makes a reservation for the consulting by the communication means or the interview consulting.

The consulting support server 2 allows the customer terminal 1 to select one or more communication tools from among a plurality of communication tools, and accepts an application for consulting.

Generally, in the initial introduction period of consulting, the consultant side often cannot narrow down the nature of the consultation, and it is more efficient to ask the customer side through the communication means such as e-mail or telephone. There are cases. Therefore, the consultant asks the customer about the consultation content by e-mail or the above-mentioned communication means in the initial introduction period of the consulting, and after grasping the essence of the consultation content,
There is a request to actually consult with the customer and deeply consider the content of the consultation.

Further, the consulting support server 2 is
The customer terminal 1 is allowed to select one or more communication tools from among the communication tool options set by the consultant.

As a result, the consultant side can carry out consulting with a tool in consideration of his / her request. Therefore, for example, in the initial introduction period of consulting, if the tools are limited to only e-mail or the above-mentioned communication means and then the interview is selected, first, by the e-mail or the above-mentioned communication means. It is also possible to understand the essence of the customer's consultation content through consulting, and then conduct face-to-face consulting and deeply consider the consultation content.

Note that there may be a plurality of communication tool options set by the consultant.
It may be only one.

The consulting support server 2, for example, receives an application for mail consulting from the customer terminal 1, and when an email for mail consulting arrives from the customer terminal 1, sends the mail arrival information to the mail server 4 as an email. , And instructs the consultant terminal 3 to deliver the mail arrival information. When an e-mail for mail consulting arrives from the consultant terminal 3, the mail arrival information is transmitted to the mail server 4 as an e-mail, and the mail arrival information is instructed to be delivered to the customer terminal 1. For example, a URL or the like is described in the mail arrival information. If the URL is clicked to access the consulting support server 2, the consultant terminal 3 side
It becomes possible to browse the electronic mail transmitted from the customer terminal 1, and it becomes possible to browse the electronic mail transmitted from the consultant terminal 3 on the customer terminal 1 side.

Further, the consulting support server 2 is
When accepting an application for consulting by the communication means or an interview consulting from the customer terminal 1, first, refer to the schedule of the consultant,
Reservation for consulting is accepted at the date when consulting is possible. And the reservation information (hereinafter,
A reservation slip) is created and sent as an electronic mail to the mail server 4, and an instruction to deliver the reservation slip is given. For example, a reservation number, a designated date, a designated time, a designated communication number (for example, a designated telephone number when the communication means is a telephone) and the like are written on the reservation slip for consulting by the communication means. In addition, a reservation number, a designated date, a designated time, a designated interview location, etc. are described in the appointment slip for the interview consulting.

Incidentally, the consulting support server 2 is
It is a computer or the like that performs the above operation according to an instruction of a program stored in a recording medium (not shown) such as a hard disk or a memory.

Of the mail arrival information received as an e-mail from the consulting support server 2, the mail server 4 sends the mail arrival information indicating that the e-mail has arrived from the customer terminal 1 to the consultant terminal 3 via the network 7. At the same time as the distribution, the mail arrival information indicating that the electronic mail has arrived from the consultant terminal 3 is distributed to the customer terminal 1 via the network 7. Therefore, it becomes possible to send and receive mail between the customer terminal 1 and the consultant terminal 3 without disclosing their mail addresses.

Further, the mail server 4 distributes the consulting reservation slip received from the consulting support server 2 to each of the customer terminal 1 and the consultant terminal 3 via the network 7.

When the matching exchange 5 receives an access from the customer of the customer terminal 1 at the time of consulting by the communication means, the number for recognizing the communication means used by the customer and the time when the access is received are the consulting support server. Check if it matches the reservation information obtained from 2. When it is confirmed that they match, the communication line of the customer of the customer terminal 1 and the communication line of the consultant of the consultant terminal 3 are connected. As a result, it becomes possible for the customer and the consultant to provide consulting using the communication means.

For example, when the communication means is a telephone, the matching exchange 5 receives the telephone consulting call from the customer of the customer terminal 1, recognizes the telephone number of the customer, and consults the telephone consulting from the consulting support server 2. Reservation information including specified date and time, customer's phone number, consultant's phone number, etc. When it is confirmed that the customer's telephone number and incoming time match the reservation information obtained from the consulting support server 2, the telephone line is connected to the consultant's telephone number and the customer's telephone is transferred to the consultant. . As a result, telephone consulting can be performed between the customer of the customer terminal 1 and the consultant of the consultant terminal 3.

At the time of the interview consulting, the customer of the customer terminal 1 and the consultant of the consultant terminal 3 visit the interview place based on the reservation slip and conduct the interview consulting.

The settlement server 6 charges the customer and pays the consultant based on the instruction from the consulting support server 2. Note that in this system, payment is made using points that are valid only within this system, so the payment server 6 charges the customer and pays to the consultant by points. In this way, when payment is made by points, compared with the case where payment is made by cash, the exchange of charges is carried out more smoothly.For example, by refunding the charges once paid to the consultant to the customer, etc. Trouble can be minimized.

In the present embodiment, as described above, a plurality of communication tools such as electronic mail (including chat mail, various kinds of mail using a network), telephone, videophone, and interview can be implemented. In the following description, for simplification of explanation, three communication tools for consulting, e-mail, telephone, and interview, will be described as examples.

The consulting support method by the consulting support system shown in FIG. 1 will be described below.

First, the flow of the consulting support method for each customer will be described.

As shown in FIG. 2, the customer A who uses the customer terminal 1 first accesses the consulting support server 2 and inputs items such as name, occupation, and consultation content as personal information to register as a member ( Step 201). that time,
As shown in FIG. 3, a secret level is set for each item. As the confidential level, for example, items that can be disclosed to the consultant before charging are level 1, items that can be disclosed to the consultant after charging are level 2, items that can be disclosed to the consultant at the time of consulting are level 3,
Items that are not disclosed to the consultant at the time of consulting are set as level 4. Although not shown in FIG. 3, it is also possible to request conversion of the customer's own voice at the time of telephone consulting. When the member registration is completed, the customer A is given an ID number and the like.

Next, the customer A searches for a consultant (step 202), selects a consultant who actually receives consulting from the searched consultants, and further selects a consulting communication tool to apply for consulting. (Step 203). Here, it is assumed that the customer A selects the consultant a who uses the consultant terminal 3. In the following description, it is assumed that the consultant a makes settings so that the tool can be selected only for three types, e-mail, telephone, and interview.

Here, when the electronic mail is selected in step 203, first, the customer A is charged a fee for receiving the mail consulting the specified number of times (the number of times of transmission and reception) (step 204).

Next, the customer A sends an e-mail for mail consulting to the consulting support server 2. In the consulting support server 2, when an e-mail for mail consulting arrives from the customer A,
The mail arrival information is transmitted to the consultant terminal 3. After that, the consultant terminal 3 side accesses the consulting support server 2 based on the mail arrival information, and browses the electronic mail transmitted from the customer A. At this time, the consulting support server 2 also browses the consultant terminal 3 together with the above-mentioned e-mail for the information of the items that can be disclosed at this time among the items of the personal information of the customer registered in step 201 according to the confidentiality level. It may be done. However, even in that case, step 2
As the items whose secret level is set to level 4 in 01 are guarded, consultant terminal 3
Do not let them browse. On the other hand, in the consulting support server 2, when the e-mail for mail consulting arrives from the consultant terminal 3, the mail arrival information is transmitted to the customer terminal 1. After that, the customer terminal 1 side accesses the consulting support server 2 based on the mail arrival information, and browses the electronic mail transmitted from the consultant terminal 3. Thus, thereafter, the customer A transmits / receives an e-mail to / from the consultant a and receives the mail consulting for the designated number of times (step 20).
5).

Thereafter, when the transmission / reception of the designated number of electronic mails is completed (step 206), the mail consulting is completed.

If the telephone is selected in step 203, the customer A first confirms the schedule of the consultant a (step 207).

Then, the customer A makes a telephone consulting reservation in the spare time of the schedule of the consultant a. At this time, the customer A is charged a fee for receiving the telephone consulting for the designated time (step 208).

Then, in the customer terminal 1 used by the customer A,
A reservation slip arrives from the consulting support server 2 via the mail server 4 (step 209). Information such as a reservation number, a designated date / designated time, a designated telephone number, etc. is described in the reservation slip.

At the same time, the reservation slip is also transmitted to the consultant terminal 3 used by the consultant a. At this time, in the consulting support server 2, step 2
Of the items of the personal information of the customer registered in 01, information of items that can be disclosed at this point in time according to the setting of the secret level may be described in the reservation slip. However, even in that case, the item whose secret level is set to level 3 or level 4 in step 201 is not covered by the reservation slip because it is guarded.

[0121] Here, the designated date / time written on the reservation slip
When the designated time comes, the customer A makes a call to the designated telephone number written on the reservation slip (step 210).

The matching exchange 5 receiving this call confirms whether the telephone number and the incoming time of the customer A match the reservation information obtained from the consulting support server 2 and confirms that they match. Then, the telephone call from the customer A is automatically transferred to the consultant a (step 211).

Thereafter, the customer A receives telephone consulting for the designated time (step 212). When the customer A desires to convert the voice in step 201, the matching exchange 5 converts the voice of the customer A.

After that, when the designated time has elapsed (step 213), the telephone consulting ends.

When the interview is selected in step 203, the customer A confirms the designated interview location of the consultant a (step 214), and further confirms the schedule of the consultant a (step 215).

Then, the customer A makes a reservation for the interview consulting in the free time of the consultant a. At this time, the customer A is charged a fee for receiving the interview consulting for the designated time (step 21).
6).

Then, in the customer terminal 1 used by the customer A,
A reservation slip arrives from the consulting support server 2 via the mail server 4 (step 217). Information such as a reservation number, a designated date / designated time, a designated interview location, etc. is described on the booking slip.

At the same time, the reservation slip is also transmitted to the consultant terminal 3 used by the consultant a. At this time, in the consulting support server 2, step 2
Of the items of the personal information of the customer registered in 01, information of items that can be disclosed at this point in time according to the setting of the secret level may be described in the reservation slip. However, even in that case, the item whose secret level is set to level 3 or level 4 in step 201 is not covered by the reservation slip because it is guarded.

[0129] Here, the designated date described in the reservation slip
When the designated time comes, the customer A visits the designated interview place described on the reservation slip (step 218). And
Submit the booking slip to consultant a (step 21
9), receive an interview consulting from the consultant a (step 220).

After that, when the designated time has elapsed (step 221), the interview consultation is completed.

When the customer A selects two or more communication tools, the customer A selects a tool in step 203 and performs the following procedure for the selected tool.

In the example shown in FIG. 2, the series of flow from the customer A's member registration to the consultation is explained. However, if the customer A has already completed the member registration, it is given at the time of member registration. Registered ID number and the like in the consulting support server 2, and then step 202
The following procedure may be performed. Further, the consultant search in step 202 can be performed even by a non-member customer who is not registered as a member.

Next, the flow of the consulting support method for each consultant will be described.

As shown in FIG. 4, the consultant terminal 3
First, the consultant a who uses is to access the consulting support server 2 to obtain his / her name, specialty / specialty field,
Items such as communication tools and designated interview locations are entered as personal information to register as a member (step 40).
1). At that time, as shown in FIG. 5, a secret level is set for each item. As the confidential level, for example, information that can be disclosed to non-members of this system is level 1, items that can be disclosed only to customers who are members of this system are level 2, and information that can be disclosed to customers at the time of consulting may be disclosed. Items are set as level 3, and items that are not disclosed to the customer at the time of consulting are set as level 4. Although not shown in FIG. 5, it may be desired to convert the voice of the consultant himself at the time of telephone consulting. In the item of desired communication, one or more communication tools to be selected by the customer are input. Here, it is assumed that the consultant a inputs three items of e-mail, telephone, and interview in the items of the desired communication tool, but for example, in the first consulting, only e-mail or telephone can be selected. You can also enter such detailed settings. When membership registration is completed, consultant a
A D number and the like are given.

Next, the consultant a selects either work of mail consulting or schedule management (step 402).

For example, when the mail consulting work is selected in step 402, the consultant a
It is confirmed whether the consultant terminal 3 receives the mail arrival information (step 403). Here, the mail arrival information indicating that the electronic mail from the customer A who uses the customer terminal 1 has arrived at the consulting support server 2 will be described as being received by the consultant terminal 3.

Next, the consultant a accesses the consulting support server 2 based on the mail arrival information, browses the e-mail sent from the customer A, and
Check the consultation content, profile, etc. of (Step 40
4).

[0138] Then, the consultant a sends an e-mail for mail consulting to the consulting support server 2. In the consulting support server 2, when the e-mail for mail consulting arrives from the consultant a, the mail arrival information is sent to the customer terminal 1
Send to. After that, the customer terminal 1 side accesses the consulting support server 2 based on the mail arrival information,
Browse the e-mail sent from the consultant terminal 3. At this time, the consulting support server 2
Of the individual items of the personal information of the consultant registered in step 401, information of items that can be disclosed at this point depending on the confidentiality level may be browsed by the customer terminal 1 together with the e-mail. However, even in that case, the item whose secret level is set to level 4 in step 401 is guarded, and therefore the customer terminal 1 is not allowed to browse it. On the other hand, in the consulting support server 2, when the e-mail for mail consulting arrives from the customer terminal 1, the mail arrival information is transmitted to the consultant terminal 3. After that, consultant terminal 3
On the side, the consulting support server 2 is accessed based on the mail arrival information and the electronic mail transmitted from the customer terminal 1 is browsed. Thus, thereafter, the consultant a transmits / receives an electronic mail to / from the customer A and performs the mail consulting for the specified number of times with respect to the customer A (step 405).

After that, when the transmission and reception of the designated number of times are completed (step 406), the consultant a ends the mail consulting (step 407).

Then, the consultant a reports the result of the mail consulting to the consulting support server 2 (step 408) and receives the payment of the consulting fee (step 409).

On the other hand, when the schedule management work is selected in step 402, the consultant a newly inputs the schedule or corrects the already input schedule (step 410).

Next, the consultant a confirms whether or not the consultant terminal 3 has received the reservation slip (step 411). Here, it is assumed that the consultant terminal 3 has received a reservation slip indicating that the customer A who uses the customer terminal 1 has reserved a consulting service by telephone or in an interview. In that case, the reservation slip is also transmitted to the customer terminal 1. At this time, in the consulting support server 2, among the individual items of the personal information of the consultant a registered in step 401, the items that can be disclosed at this point according to the setting of the secret level are also described in the reservation slip and the customer terminal 1 It may be sent to. However, even in that case, the item whose secret level is set to level 3 or level 4 in step 201 is not covered by the reservation slip because it is guarded.

Next, the consultant a makes a decision at step 41.
Based on the reservation slip received at 0, the communication rule, consultation content, profile, etc. are confirmed (step 412).

For example, when it is confirmed in step 412 that the communication rule is telephone, the consultant a waits for a telephone call from the customer on the designated date / designated time written on the reservation slip (step 413).

Here, when the customer A receives an incoming call, the consultant a conducts telephone consultation for the designated time with respect to the customer A (step 414). At this time, if the consultant a desires to convert the voice, the matching exchange 5 will convert the voice of the consultant a.

After that, when the designated time has elapsed (step 415), the consultant a finishes the telephone consulting (step 416).

Then, the consultant a reports the result of the telephone consulting to the consulting support server 2 (step 417) and receives the payment of the consulting fee (step 418).

If it is confirmed in step 412 that the communication rule is an interview, the consultant a visits the interview place on the specified date and time specified in the reservation slip (step 419).

Here, the consultant a obtains the reservation form from the customer A and confirms the reservation number and the like (step 4
20) Then, the customer A is consulted for a specified time (step 421).

After that, when the designated time has elapsed (step 422), the consultant a finishes the interview consulting (step 423).

Then, the consultant a reports the result of the interview consulting to the consulting support server 2 (step 424) and receives the payment of the consulting fee (step 425).

As described above, in the present embodiment, the customer side selects one or more communication tools and applies for consulting. Therefore, the customer side has a high possibility of receiving consulting, and waits for consulting. It can save a lot of time.
In addition, the consultant can provide consulting with a tool that takes into account the customer's request.

For example, when accepting an application for consulting such as a telephone call or an interview from a customer,
Since the consulting reservation is accepted after referring to the consultant's schedule, the consultant can perform consulting considering his own schedule.

If the customer is allowed to select one or more communication tools from the communication tool options set by the consultant and accepts the consulting application, the consultant considers his / her request. It will be possible to provide consulting using the tools. So, for example,
In the early stage of introduction of consulting, it becomes possible to grasp the essence of the customer's consultation content by e-mail or telephone consulting, and then conduct interview consultation.

Further, when the customer registers a predetermined item as personal information, the secret level is set for each item, so that it is possible to prevent the consultant from transmitting the information of the item. .

Therefore, for example, even if information is inadvertently input to an item that should be kept secret, the consultant side can be prevented from transmitting the information on that item. If you don't want to reveal your name, you can identify your customer by nickname and consult. Also, when receiving telephone consulting, the customer's own voice can be converted to make a call.

As a result, the privacy of the customer can be protected.

Since the consultant can set the secret level for each item of personal information, the consultant's privacy can be protected.

The configuration of the consulting support system shown in FIG. 1 will be described below in more detail.

FIG. 6 is a diagram for explaining the configuration of a part that operates in the course of performing mail consulting in the consulting support system shown in FIG.

As shown in FIG. 6, the consulting support server 2 has a customer personal information input unit 61, a customer member registration unit 62, a consultant personal information input unit 63, a consultant member registration unit 64, and a consultant information unit 65.
, Customer mail function unit 66, consultant mail function unit 67, point management unit 68, result report function unit 6
9, and these components operate in the process of implementing mail consulting.

The customer personal information input unit 61 receives the personal information of the customer from the customer terminal 1 and sets the secret level for each item input as the personal information.

The customer member registration section 62 gives an ID number or the like to the customer who has registered the personal information in the customer personal information input section 61 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the customer terminal 1.

The consultant personal information input unit 63 receives the personal information of the consultant from the consultant terminal 3 and sets the secret level for each item input as the personal information.

The consultant member registration unit 64 gives an ID number or the like to the consultant who has registered the personal information in the consultant personal information input unit 63 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the consultant terminal 3.

The consultant information section 65 causes the customer terminal 1 to refer to the personal information of the consultant input to the consultant personal information input section 63. At this time, the consultant information unit 65 causes the customer terminal 1 to refer only to the items that can be disclosed at this point in time, among the items of the personal information of the consultant, according to the setting of the secret level. The consultant information section 65 operates in synchronization with the consultant personal information input section 63.

When an e-mail for mail consulting arrives from the customer terminal 1 and is instructed to deliver the e-mail, the customer mail function unit 66 sends the mail arrival information to the mail server 4 as an e-mail. .

Further, when the customer terminal 1 is instructed by the customer terminal 1 to browse the e-mail of the consultant terminal 3, the customer e-mail function section 66 obtains the e-mail from the consultant e-mail function section 67 and browses the customer terminal 1. Let At this time, the customer e-mail function unit 66 also allows the customer terminal 1 to browse the items of personal information of the consultant input to the consultant personal information input unit 63, which can be disclosed at this point according to the setting of the secret level. Is also good.

When an e-mail for mail consulting arrives from the consultant terminal 3 and is instructed to deliver the e-mail, the consultant mail function unit 67 sends the mail arrival information to the mail server 4 as an e-mail. .

Further, the consultant mail function unit 67
When the consultant terminal 3 is instructed to read the email of the customer terminal 1, the consultant terminal 3 acquires the email from the customer email function unit 66.
To browse. At this time, the consultant e-mail function unit 67 allows the consultant terminal 3 to browse the items that can be disclosed at this point in the customer personal information input to the customer personal information input unit 61 according to the setting of the secret level. Is also good.

The result report function unit 69 receives the mail consulting result report from the consultant terminal 3.

The point management unit 68 monitors the customer mail function unit 66, and when the customer mail function unit 66 receives a mail delivery instruction from the customer terminal 1, instructs the settlement server 6 to charge the customer. . The point management unit 68
Also monitors the number of times of mail transmission / reception in the customer mail function unit 66.

Further, the point management unit 68 monitors the result reporting function unit 69, and when the result reporting function unit 69 receives the result report of the mail consulting from the consultant terminal 3, the payment to the consultant is settled in the settlement server. Instruct 6

The payment server 6 charges the customer and pays the consultant based on the instruction from the point management unit 68. Note that this system makes payments using points that are valid only within this system.
At the time of charging the customer, the settlement server 6 subtracts points corresponding to the fee for receiving the mail consulting the designated number of times from the points accumulated by the customer. In addition, when depositing money to a consultant, points equivalent to the mail consulting fee are added to the points accumulated by the consultant. The points of the customer and the consultant who make payments by the payment server 6 are managed by the point management unit 68.

The mail server 4 has a customer mail function unit 66.
The mail arrival information received from the client terminal 1 (information indicating that the email for mail consulting has arrived from the customer terminal 1) is delivered to the consultant terminal 3, and the mail arrival information received from the consultant mail function unit 67 (from the consultant terminal 3) Information indicating that the e-mail for mail consulting has arrived) is delivered to the customer terminal 1.

FIG. 7 is a diagram for explaining the configuration of a portion that operates in the course of carrying out telephone consulting in the consulting support system shown in FIG. In FIG. 7, the same parts as those in FIG. 6 are designated by the same reference numerals.

As shown in FIG. 7, the consulting support server 2 has a customer personal information input unit 61, a customer member registration unit 62, a consultant personal information input unit 63, a consultant member registration unit 64, and a consultant information unit 65.
A point management unit 68, a result reporting function unit 69, a schedule management unit 70, and a reservation registration unit 71 are provided, and these components operate in the process of performing telephone consulting.

The customer personal information input unit 61 receives the personal information of the customer from the customer terminal 1 and sets the secret level for each item input as the personal information.

The customer member registration section 62 gives an ID number or the like to the customer who has registered the personal information in the customer personal information input section 61 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the customer terminal 1.

The consultant personal information input unit 63 receives the personal information of the consultant from the consultant terminal 3 and sets the secret level for each item input as the personal information.

The consultant member registration unit 64 gives an ID number or the like to the consultant who has registered the personal information in the consultant personal information input unit 63 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the consultant terminal 3.

The schedule management unit 70 receives the consultant's schedule from the consultant terminal 3 and manages the schedule.

The consultant information section 65 causes the customer terminal 1 to refer to the personal information of the consultant input to the consultant personal information input section 63. At this time, the consultant information unit 65 causes the customer terminal 1 to refer only to the items that can be disclosed at this point in time, among the items of the personal information of the consultant, according to the setting of the secret level.

Further, the consultant information section 65 causes the customer terminal 1 to refer to the schedule of the consultant managed by the schedule management section 70.

The reservation registration section 71 makes the customer terminal 1 who referred to the consultant's schedule by the consultant information section 65 select a date and time to receive the telephone consulting from the dates and times on which the consultant can perform the telephone consulting to make the reservation. The request is accepted and the reservation information is transmitted to the schedule management unit 70. The reservation information includes a designated date / designated time for telephone consulting, a customer's telephone number, and a consultant's telephone number.

The schedule management unit 70 includes the reservation registration unit 7
Based on the reservation information transmitted from No. 1, the reservation date and time are automatically registered in the schedule and the reservation information is stored.

[0187] Further, the schedule management unit 70 creates a reservation slip in which information such as a designated telephone number, a designated date and a designated time to be called by the customer at the time of telephone consulting is created, and the reservation slip is stored in the mail server 4. Send. At this time, the schedule management unit 70 may describe, in each item of the personal information of the customer, the information of the item which can be disclosed at this point according to the setting of the secret level in the reservation slip.

The result reporting function unit 69 receives the telephone consulting result report from the consultant terminal 3.

The point management unit 68 monitors the reservation registration unit 71 and, when the reservation registration unit 71 receives a reservation for telephone consulting from the customer terminal 1, instructs the settlement server 6 to charge the customer.

Furthermore, the point management unit 68 monitors the result reporting function unit 69, and reports the result of the telephone consulting from the consultant terminal 3 to the result reporting function unit 6.
When 9 is received, the settlement server 6 is instructed to deposit money to the consultant.

The mail server 4 includes the schedule management unit 7
The reservation slip received from 0 is transmitted to each of the customer terminal 1 and the consultant terminal 3.

On the basis of the instruction from the point management unit 68, the settlement server 6 subtracts points corresponding to the charge for receiving the telephone consulting for the designated time from the accumulated points when the customer is charged. To do. Also, when depositing money to the consultant, points equivalent to the telephone consulting fee are added to the points accumulated by the consultant.

The matching exchange 4 recognizes the telephone number of the customer when receiving the telephone call from the customer. At the same time, the schedule management unit 70 is referred to obtain information on the designated date / designated time, the customer's telephone number, and the consultant's telephone number. And the time of incoming call and the telephone number of the customer are
If the information matches the information acquired from the schedule management unit 70, the telephone line is connected to the telephone number of the consultant.

Further, the matching exchange 4 monitors the call time between the customer and the consultant, and converts the voice of the customer or the consultant according to the request of the customer or the consultant.

FIG. 8 is a diagram for explaining the configuration of the consulting support system shown in FIG. 1 which operates in the process of conducting interview consulting. Note that FIG.
In FIG. 6, the same parts as those in FIG. 6 or 7 are designated by the same reference numerals.

As shown in FIG. 8, the consulting support server 2 has a customer personal information input unit 61, a customer member registration unit 62, a consultant personal information input unit 63, a consultant member registration unit 64, and a consultant information unit 65.
A point management unit 68, a result reporting function unit 69, a schedule management unit 70, and a reservation registration unit 71 are provided, and these components operate in the process of carrying out an interview consulting.

The customer personal information input section 61 receives the personal information of the customer from the customer terminal 1 and sets the secret level for each item input as the personal information.

The customer member registration section 62 gives an ID number or the like to the customer who has registered the personal information in the customer personal information input section 61 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the customer terminal 1.

The consultant personal information input unit 63 receives the personal information of the consultant from the consultant terminal 3 and sets the secret level for each item input as the personal information.

The consultant member registration section 64 gives an ID number or the like to the consultant who has registered the personal information in the consultant personal information input section 63 at the time of member registration. This ID number is transmitted to the mail server 4 and then transmitted from the mail server 4 to the consultant terminal 3.

The consultant information section 65 causes the customer terminal 1 to refer to the consultant's personal information input to the consultant's personal information input section 63. At this time, the consultant information unit 65 causes the customer terminal 1 to refer only to the items that can be disclosed at this point in time, among the items of the personal information of the consultant, according to the setting of the secret level.

Further, the consultant information section 65 causes the customer terminal 1 to refer to the schedule of the consultant managed by the schedule management section 70.

The reservation registration unit 71 makes a reservation by selecting the date and time for the consultation consulting from the date and time at which the consultant can conduct the consultation consulting, with respect to the customer terminal 1 which referred to the consultant's schedule by the consultant information unit 65. The request is accepted and the reservation information is transmitted to the schedule management unit 70. This reservation information includes a designated date / designated time for the interview consultation, information on the designated interview location (address and map), customer name (possible pseudonym, nickname), consultant name.

The schedule management unit 70 registers and manages the consultant's schedule input from the consultant terminal 3 and automatically registers the scheduled date and time based on the reservation information transmitted from the reservation registration unit 71. At the same time, the reservation information is stored.

Further, the schedule management unit 70 creates a reservation slip in which the designated date / designated time, designated interview place, etc. are described, and sends the reservation slip to the mail server 4. At this time, the schedule management unit 70 may describe, in each item of the personal information of the customer, the information of the item which can be disclosed at this point according to the setting of the secret level in the reservation slip.

The result reporting function unit 69 receives the interview consulting result report from the consultant terminal 3.

[0207] The point management unit 68 monitors the reservation registration unit 71, and when the reservation registration unit 71 receives a reservation for interview consultation from the customer terminal 1, instructs the settlement server 6 to charge the customer.

Further, the point management unit 68 monitors the result reporting function unit 69, and reports the result of the interview consulting from the consultant terminal 3 to the result reporting function unit 6.
When 9 is received, the settlement server 6 is instructed to deposit money to the consultant.

[0209] The mail server 4 includes the schedule management unit 7
The reservation slip received from 0 is transmitted to each of the customer terminal 1 and the consultant terminal 3.

Based on the instruction from the point management unit 68, the settlement server 6 collects points from the accumulated points of the customer at the time of charging to the customer, and points corresponding to the fee for receiving the consultation consulting for the designated time. Subtract. In addition, when depositing money to the consultant, points equivalent to the consultation consulting fee are added to the points accumulated by the consultant.

In the interview consulting,
The consultant or the customer himself / herself will monitor the specified time for the interview consulting.

[0212]

As described above, in the present invention,
Since the configuration is such that the customer is allowed to select one or more communication tools and the consulting support server for accepting the application for consulting is provided, the possibility that the customer can receive the consulting is high,
The waiting time for consulting can be significantly reduced. In addition, the consultant can provide consulting with a tool that takes into account the customer's request.

When the consulting support server is configured to allow the customer to select one or more communication tools from the communication tool options set by the consultant, the consultant considers his / her own request. It becomes possible to do consulting with tools.

Therefore, on the consultant side, for example, in the initial introduction period of consulting, if the tools are limited to only communication means such as e-mail or telephone, then the interview is selected. It is also possible to first understand the nature of the customer's consultation contents by e-mail or telephone consulting, then conduct interview consulting and deeply consider the consultation contents, and respond to customers such as chilling. It is possible to significantly reduce the waste of valuable time.

Further, when the consulting support server is constructed so that the customer consults the consultant's schedule and then accepts the consulting application, the consultant can carry out consulting taking his own schedule into consideration. .

Further, the consultant side can open a part-time operation at home by using this system even if he / she cannot prepare the equipment such as a private telephone and a private meeting place by himself, so that the business opportunity is expanded. More likely to.

Further, the customer terminal pre-registers a predetermined item as the personal information of the customer and presets the secret level for each item, and the consulting support server provides the consultant with the information of each item based on the secret level. If it is configured to judge whether or not to disclose the information, the information on the item can be prevented from being transmitted to the consultant side.

Therefore, for example, even if information is inadvertently input to an item that should be kept secret, it is possible to prevent the consultant from transmitting the information on that item. If you do not want to reveal your name, you can specify the customer with a pseudonym, nickname, etc. to receive consulting. Also, when consulting by communication means, the customer's own voice can be converted to make a call.

Similarly, the consultant terminal pre-registers predetermined items as the personal information of the consultant and presets the secret level for each item, and the consulting support server provides the information of each item to the customer based on the secret level. When it is configured to determine whether or not to disclose, the information on the item can be prevented from being transmitted to the customer side.

As a result, the privacy of the customer and the consultant can be protected according to the secret level.

[0221] Further, when the settlement server for charging the customer is provided at the time of applying for the consulting, the mail consulting or the consulting by the communication means, which is conventionally difficult to collect the fee, is performed. In this case, the fee can be steadily collected.

[Brief description of drawings]

FIG. 1 is a conceptual diagram showing a consulting support system according to an embodiment of the present invention.

FIG. 2 is a diagram illustrating a flow of a consulting support method for each customer by the consulting support system shown in FIG.

FIG. 3 is a diagram showing an example of inputting personal information of a customer.

FIG. 4 is a diagram for explaining the flow of a consulting support method for each consultant by the consulting support system shown in FIG.

FIG. 5 is a diagram showing an example of input of personal information of a consultant.

FIG. 6 is a diagram illustrating a configuration of a part that operates in the process of performing mail consulting in the consulting support system shown in FIG.

FIG. 7 is a diagram illustrating a configuration of a part that operates in the process of performing telephone consulting in the consulting support system shown in FIG.

FIG. 8 is a diagram illustrating a configuration of a part that operates in the process of performing interview consulting in the consulting support system illustrated in FIG. 1.

[Explanation of symbols]

1 Customer terminal 2 Consulting support server 3 consultant terminals 4 Mail server 5 Matching exchange 6 payment server 61 Customer personal information input section 62 Customer Member Registration Department 63 Consultant personal information input section 64 Consultant Member Registration Department 65 Consultant Information Department 66 Customer Email Function Department 67 Consultant mail function department 68 points management department 69 Result Report Management Department 70 Schedule Management Department 71 Reservation registration section

Claims (85)

[Claims] 1. A consulting support system comprising at least a customer terminal used by a customer and a consultant terminal connected to the customer terminal via a network and used by a consultant, wherein the customer terminal and the consultant terminal are provided. A consulting support system comprising a consulting support server which is connected through the network and allows the customer terminal to select one or more communication tools and accepts an application for consulting. 2. The consulting support server accepts a consulting application by causing the customer terminal to select one or more communication tools from among communication tool options set by the consultant. Consulting support system. 3. The customer terminal pre-registers a predetermined item as personal information of the customer in the consulting support server and presets a secret level for each item, and the consulting support server sets the secret level of the customer. The consulting support system according to claim 2, wherein it is determined whether or not an item registered as personal information is disclosed to the consultant terminal based on the secret level. 4. The consultant terminal pre-registers a predetermined item as personal information of the consultant in the consulting support server and presets a secret level for each item, and the consulting support server sets the secret level of the consultant. The consulting support system according to claim 3, wherein it is determined whether or not an item registered as personal information is disclosed to the customer terminal based on the secret level. 5. The consulting support server accepts a mail consulting application using a communication tool as an email from the customer terminal,
The consulting support system according to claim 4, wherein, when an email for email consulting is received from the customer terminal, email arrival information indicating that the email has arrived from the customer terminal is transmitted to the consultant terminal. 6. The consulting support server, upon receiving an e-mail for e-mail consulting from the consultant terminal, sends mail arrival information indicating that the e-mail has arrived from the consultant terminal to the customer terminal. The consulting support system according to Item 5. 7. A mail server, which is connected to the customer terminal and the consultant terminal via the network, and which sends an e-mail to the customer terminal and the consultant terminal in response to a delivery instruction from the consulting support server. Then, the consulting support server transmits the mail arrival information as an electronic mail to the customer terminal or the consultant terminal via the mail server,
The consulting support system according to claim 6. 8. The consultant terminal accesses the consulting support server based on mail arrival information sent from the consulting support server to browse the electronic mail sent from the customer terminal, and the customer terminal, The consulting support system according to claim 7, wherein the consulting support server is accessed based on the mail arrival information transmitted from the consulting support server to browse the electronic mail transmitted from the consultant terminal. 9. The consulting support system according to claim 7, wherein the consulting support server accepts an application for consulting by making the customer terminal refer to the schedule of the consultant. 10. The consulting support server is,
When an application for consulting, which uses the communication tool as a communication means for communicating at least a voice signal, is received from the customer terminal, reservation information including at least information of a designated date and time and a designated communication number of the consulting by the communication means is generated, The consulting support system according to claim 9, wherein reservation information is transmitted to each of the customer terminal and the consultant terminal. 11. The consulting support server is,
11. The consulting support system according to claim 10, wherein the reservation information for consulting by the communication unit is distributed as an electronic mail to the customer terminal and the consultant terminal via the mail server. 12. At the time of consulting by the communication means, an access based on the designated communication number is received from the customer at the designated date and time, and a communication line of the customer and a communication line of the consultant are provided when a predetermined condition is satisfied. The consulting support system according to claim 10 or 11, further comprising a switch to be connected. 13. The exchange exchanges, when consulting by the communication means, a number for recognizing the communication means used by the customer and a time when the customer receives access, together with information obtained from the consulting support server. The consulting support system according to claim 12, wherein the communication line of the customer and the communication line of the consultant are connected to each other when doing the above. 14. The customer terminal performs a setting for converting the voice of the customer at the time of consulting by the communication means when registering the personal information of the customer in the consulting support server, and the exchange is the communication means. The consulting support system according to claim 12 or 13, which converts the voice of the customer according to the setting made by the customer terminal at the time of consulting by. 15. The consultant terminal performs a setting for converting the voice of the consultant at the time of consulting by the communication means when registering the personal information of the consultant in the consulting support server, and the exchange is the communication means. 15. The consulting support system according to claim 12, wherein the consultant's voice is converted according to the setting by the consultant terminal at the time of consulting by. 16. The communication means is means for communicating a video signal with the audio signal.
The consulting support system according to any one of 1. 17. The consulting support server,
When accepting an application for interview consulting with a communication tool as an interview from the customer terminal,
The consulting according to any one of claims 9 to 16, wherein reservation information including at least a specified date and time of the interview consultation and a specified interview location is generated, and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. Support system. 18. The consulting support server is,
The reservation information for the interview consulting is transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server, respectively.
The consulting support system described in 7. 19. The consulting support system according to claim 17, wherein the interview consultation is conducted at the specified interview location at the specified date and time based on the appointment information of the interview consultation. 20. The consulting support system according to claim 5, further comprising a settlement server that charges the customer when applying for consulting. 21. The consulting support server,
21. The consulting support system according to claim 20, wherein the settlement server is instructed to charge the customer when a consultation application is received from the customer terminal. 22. The consulting support system according to claim 20, wherein the settlement server deposits money to the consultant when the consulting is completed. 23. The consulting support server,
23. The consulting support system according to claim 22, wherein the settlement server is instructed to deposit money when the consultant terminal reports that the consulting is completed. 24. The consulting support system according to claim 22, wherein the settlement server charges the customer and deposits the consultant with points effective only in the consulting support system. 25. A consulting support method using a system in which a customer terminal used by a customer, a consultant terminal used by a consultant, and a consulting support server are connected to each other via a network, wherein at least one of the customer terminals is provided. A consulting support method, characterized in that the communication tool is selected and a consulting application is made to the consulting support server. 26. At the customer terminal, one or more communication tools are selected from the communication tool options set by the consultant,
The consulting support method according to claim 25, wherein a consulting application is made to the consulting support server. 27. A predetermined item is registered in advance in the consulting support server as the personal information of the customer, and a secret level is set in advance for each of the items, and the secret is set for the item registered as the personal information of the customer. 27. The consulting support method according to claim 26, wherein it is determined whether or not to disclose to the consultant based on a level. 28. A predetermined item is registered in advance in the consulting support server as personal information of the consultant, and a secret level is set in advance for each item, and the secret is set for the item registered as the personal information of the consultant. The consulting support method according to claim 27, wherein it is determined whether or not to disclose to the customer based on a level. 29. When applying for mail consulting using a communication tool as an electronic mail at the customer terminal, an electronic mail for mail consulting is transmitted to the consulting support server, and the consulting support server allows the customer terminal to send a message from the customer terminal. 29. The consulting support method according to claim 28, wherein mail arrival information indicating that an electronic mail has arrived is transmitted to the consultant terminal. 30. The consultant terminal transmits an e-mail for mail consulting to the consulting support server, and the consulting support server sends mail arrival information indicating that the e-mail has arrived from the consultant terminal. 30. The consulting support method according to claim 29, which is transmitted to a customer terminal. 31. The consulting support method according to claim 30, wherein the mail arrival information is transmitted as an electronic mail to the customer terminal or the consultant terminal via a mail server. 32. The consulting support server is accessed from the customer terminal based on the mail arrival information, the electronic mail transmitted from the consultant terminal is browsed, and the consulting support is performed from the consultant terminal based on the mail arrival information. 32. The consulting support method according to claim 31, further comprising accessing a server to browse an electronic mail transmitted from the customer terminal. 33. The consulting support method according to claim 31, wherein the consulting support server is accessed from the customer terminal, the consultant's schedule is referred to, and a consulting application is made. 34. When the consulting support server accepts from the customer terminal an application for consulting, which uses a communication tool as a communication means for communicating at least a voice signal, a designated date and time and a designated communication number of the consulting by the communication means. 34. The consulting support method according to claim 33, wherein the reservation information including at least the information of 1) is generated, and the reservation information is transmitted to each of the customer terminal and the consultant terminal. 35. The consulting support method according to claim 34, wherein the reservation information for consulting by the communication means is transmitted to each of the customer terminal and the consultant terminal as an electronic mail via the mail server. 36. At the time of consulting by the communication means, the customer accesses an exchange based on the designated communication number at the designated date and time in accordance with reservation information for consulting by the communication means, and the exchange fulfills a predetermined condition. When satisfying, by connecting the communication line of the customer and the communication line of the consultant, consulting by the communication means,
The consulting support method according to claim 34 or 35. 37. In the exchange, at the time of consulting by the communication means, the number for recognizing the communication means used by the customer and the access time of the customer are combined with the information obtained from the consulting support server. The communication line of the customer and the communication line of the consultant are connected to each other when doing so.
Consulting support method described in. 38. When registering the personal information of the customer in the consulting support server, a setting is made to convert the voice of the customer at the time of consulting by the communication means, and in the exchange, the customer at the time of consulting by the communication means. The voice of the above is converted.
Consulting support method described in. 39. When registering the personal information of the consultant in the consulting support server, a setting for converting the voice of the consultant is made at the time of consulting by the communication means, and in the exchange, the consultant at the time of consulting by the communication means. 37. convert voices of
39. The consulting support method according to any one of 1 to 38. 40. The communication means is a means for communicating a video signal together with the audio signal.
The consulting support method described in any one of 1. 41. When the consulting support server accepts an application for interview consulting using a communication tool as an interview from the customer terminal, it generates reservation information including at least information on the interview consultation designated date and time and the designated interview location. 41. The consulting support method according to claim 33, wherein the reservation information is transmitted to each of the customer terminal and the consultant terminal. 42. The consulting support method according to claim 41, wherein the reservation information for the interview consulting is transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server. 43. At the time of the interview consulting, the customer and the consultant visit the designated interview place at the designated date and time to perform the interview consulting based on reservation information of the interview consulting.
Alternatively, the consulting support method described in 42. 44. The method according to claim 29, wherein the customer is charged at the time of applying for consulting.
Consulting support method described in paragraph. 45. The payment server for charging the customer is instructed to charge the customer when the consulting support server accepts an application for mail consulting from the customer. Consulting support method. 46. The consulting support method according to claim 44 or 45, wherein payment is made to the consultant when the consulting is completed. 47. The payment to the consultant is instructed to be paid to the consultant when the consulting support server reports that the consulting is completed by the consulting support server. Consulting support method described. 48. The consulting support method according to claim 46 or 47, wherein the customer is charged and the consultant is credited with points valid only in the system. 49. In a server connected to a customer terminal used by a customer and a consultant terminal used by a consultant via a network, the customer terminal is allowed to select one or more communication tools to accept an application for consulting. A server characterized by. 50. The server according to claim 49, wherein the customer terminal is allowed to select one or more communication tools from among the communication tool options set by the consultant, and accepts an application for consulting. 51. The server according to claim 50, wherein it is determined whether or not each item registered as the personal information of the customer is disclosed to the consultant terminal based on a secret level set for the item. . 52. The server according to claim 51, for each item registered as the personal information of the consultant, determining whether to disclose to the customer terminal based on a secret level set for each item. . 53. When an application for mail consulting using a communication tool as an email is received from the customer terminal and an email for email consulting is received from the customer terminal, it indicates that the email has arrived from the customer terminal. 53. The server according to claim 52, which transmits mail arrival information to the consultant terminal. 54. When the e-mail for mail consulting is received from the consultant terminal, mail arrival information indicating that the e-mail has arrived from the consultant terminal is transmitted to the customer terminal.
The server described in. 55. The server according to claim 54, wherein the mail arrival information is transmitted as an electronic mail to the customer terminal or the consultant terminal via a mail server. 56. The customer terminal that has accessed based on the mail arrival information is caused to browse the electronic mail transmitted from the consultant terminal, and the consultant terminal that has accessed based on the mail arrival information,
Browse the email sent from the customer terminal,
The server according to claim 55. 57. The server according to claim 55 or 56, which refers to the consultant's schedule on the customer terminal to accept a consulting application. 58. When a request for consulting, which uses a communication tool as a communication means for communicating at least a voice signal, is accepted from the customer terminal, reservation information including the essential points of the consulting by the communication means is generated, and the reservation information is stored. 58. The server according to claim 57, which transmits to each of the customer terminal and the consultant terminal. 59. The server according to claim 58, wherein the reservation information for consulting by the communication means is transmitted as an electronic mail to each of the customer terminal and the consultant terminal via the mail server. 60. When registering the personal information of the customer,
When the setting for converting the voice of the customer is made at the time of consulting by the communication unit, the voice of the customer is sent to an exchange connecting the communication line of the customer and the communication line of the consultant at the time of consulting by the communication unit. 60. The server according to claim 58 or 59, which directs to convert the. 61. When registering the personal information of the consultant, if the setting for converting the voice of the consultant is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the The server according to any one of claims 58 to 60, which instructs an exchange that connects with the communication line of the consultant to convert the voice of the consultant. 62. The server according to claim 58, wherein the communication means is means for communicating a video signal with the audio signal. 63. When accepting an application for interview consultation using a communication tool as an interview from the customer terminal, reservation information including essential points for the interview consulting is generated, and the reservation information is transmitted to the customer terminal and the consultant terminal, respectively. 63. The server according to any one of claims 57 to 62. 64. The server according to claim 63, wherein the reservation information for the consultation consulting is transmitted as an electronic mail to the customer terminal and the consultant terminal via the mail server, respectively. 65. The payment server for charging the customer is instructed to charge the customer when a request for consulting from the customer terminal is accepted, according to any one of claims 53 to 64. The listed server. 66. The server according to claim 65, which instructs a payment server for depositing money to the consultant to deposit money to the consultant when the consultant terminal reports that consulting has been completed. 67. In a program for operating a server connected to a customer terminal used by a customer and a consultant terminal used by a consultant via a network, the customer terminal is caused to select one or more communication tools, A program characterized by including a procedure for accepting an application for consulting. 68. The program according to claim 67, further comprising the step of allowing the customer terminal to select one or more communication tools from the communication tool options set by the consultant and accepting an application for consulting. 69. The method according to claim 68, further comprising a step of determining whether or not to disclose each item registered as the personal information of the customer to the consultant terminal based on a secret level set for each item. The listed program. 70. The method according to claim 69, further including a step of determining whether or not to disclose each item registered as the personal information of the consultant to the customer terminal based on a secret level set for each item. The listed program. 71. When a mail consulting application using a communication tool as an email is received from the customer terminal and an email for email consulting is received from the customer terminal, it indicates that the email has arrived from the customer terminal. 8. The method according to claim 7, further comprising the step of transmitting mail arrival information to the consultant terminal.
The program described in 0. 72. When the e-mail for e-mail consulting is received from the consultant terminal, the method includes the step of transmitting mail arrival information indicating that the e-mail has arrived from the consultant terminal to the customer terminal.
The program according to claim 71. 73. The method according to claim 72, further comprising the step of transmitting the mail arrival information as an electronic mail to the customer terminal or the consultant terminal via a mail server.
The program described in. 74. A procedure for causing a customer terminal, which has accessed based on the mail arrival information, to browse an electronic mail transmitted from the consultant terminal; 74. The program according to claim 73, including a procedure for viewing an electronic mail transmitted from a terminal. 75. The program according to claim 73, further comprising the step of causing the customer terminal to refer to the schedule of the consultant and accepting an application for consulting. 76. When an application for consulting, which uses a communication tool as a communication means for communicating at least a voice signal, is received from the customer terminal, reservation information including the essential points of the consulting by the communication means is generated and the reservation information is stored. 8. The method according to claim 7, further comprising a step of transmitting to each of the customer terminal and the consultant terminal.
The program according to 5. 77. The program according to claim 76, further comprising a step of transmitting the reservation information for consulting by the communication means as an electronic mail to the customer terminal and the consultant terminal via the mail server. 78. When registering the personal information of the customer,
When the setting for converting the voice of the customer is made at the time of consulting by the communication unit, the voice of the customer is sent to an exchange connecting the communication line of the customer and the communication line of the consultant at the time of consulting by the communication unit. The program according to claim 76 or 77, including a procedure for instructing to convert the. 79. When registering the personal information of the consultant, if a setting for converting the voice of the consultant is made at the time of consulting by the communication means, at the time of consulting by the communication means, the communication line of the customer and the 79. The program according to any one of claims 76 to 78, which includes a procedure for instructing an exchange connected to a communication line of the consultant to convert the voice of the consultant. 80. The program according to any one of claims 76 to 79, wherein the communication means is means for communicating a video signal with the audio signal. 81. When accepting an application for interview consultation using a communication tool as an interview from the customer terminal, generates reservation information including essential points of the interview consulting, and transmits the reservation information to the customer terminal and the consultant terminal, respectively. The program according to any one of claims 75 to 80, including a procedure for performing. 82. The program according to claim 81, including a procedure of transmitting the reservation information for the interview consulting as an electronic mail to each of the customer terminal and the consultant terminal via the mail server. 83. The method according to claim 71, further comprising the step of instructing a payment server for charging the customer to charge the customer when a request for consulting from the customer terminal is accepted. The program according to item 1. 84. The method according to claim 83, further comprising a step of instructing a payment to the consultant when the consulting terminal reports that the consulting is completed to a settlement server for depositing the consultant. program. 85. A recording medium having the program according to any one of claims 67 to 84 written therein.