JP5578424B2 - History management system - Google Patents

Description

  The present invention relates to a history management system suitable for a call center or a help desk that accepts inquiries from users by telephone or the like.

  2. Description of the Related Art Conventionally, companies and the like have published FAQs (Frequently Asked Questions) that summarize frequently asked questions and answers from users. In the case of typical queries, the user can solve the problem by referring to the FAQ site. On the other hand, if the problem cannot be solved by referring to the FAQ site, the user directly inquires of the operator by telephone or the like.

  In Patent Document 1, when a server stores a search history of a user and a connection request from the user to the agent terminal is made, the search history is output to the agent terminal, whereby the agent responds to the user. Describes an information search system that enables browsing of a search history made by the user.

  In Patent Document 2, in response to a user's inquiry request, a telephone number individually determined based on the browsing history and input information so far is displayed on the screen of the customer terminal. A CTI (Computer Telephony Integration) system is described in which a user's browsing history is displayed on the terminal of the destination operator when a call is made.

Japanese Patent Laid-Open No. 2003-030217 JP 2003-298724 A

  In the information search system described in Patent Document 1, an inquiry is also made on the Internet after referring to the FAQ site. Since reference and inquiry are performed by a series of operations via the Internet, it is easy to link and manage both in terms of system configuration. However, when inquiries are made over the telephone, it is necessary to exchange information connecting the two via the telephone, so that special work is required between the user making the inquiry and the responding person (operator) who handles the inquiry. . However, since it is often difficult to ask a user who is dissatisfied with an unsatisfactory answer from the FAQ site to make sure that the work is done reliably, FAQ reference history and telephone It was difficult to link and manage inquiries at

  In addition, in the CTI system described in Patent Document 2, an inquiry person is specified by an inquiry telephone number. Therefore, if there are more FAQ references than the number of inquiry telephone numbers secured by the call center, the inquiry person is specified. The problem of not being able to do is pointed out. For example, even if hundreds of telephone numbers for inquiries are prepared, an inquirer cannot be specified if the number of FAQ referrals is several thousand to several tens of thousands.

  In order to improve the usability of the FAQ site, it is necessary to add an appropriate FAQ or change the configuration of the FAQ site. At that time, the reference history that the user referred to the FAQ site, and the FAQ site Then, when it is not possible to find an appropriate solution, it is effective to combine and analyze both the inquiry histories that the user has inquired of the operator. Conventionally, however, FAQ reference history and telephone queries cannot be linked, and only queries via the Internet can be analyzed, so the improvement of FAQ sites has been limited.

  The present invention has been made in view of such circumstances, and intends to provide a history management system capable of improving the usability of FAQs by linking user's FAQ reference history and telephone inquiry history. .

  In order to solve the above problems, a history management system according to the present invention provides a reference history management unit that associates and manages a reference history ID generated when a user refers to a FAQ site and a FAQ reference history. And a response history management unit that manages the reference history ID extracted from the voice data received via the telephone line and the response history information of the query in association with the phone call from the user. Prepare. As a result, the FAQ reference history referred to by the user on the FAQ site and the response history of the inquiry made to the operator by telephone can be managed in association with each other.

  Preferably, the reference history ID generated by the reference history management unit is managed by the same reference history ID for a series of actions in which the user visits the FAQ site and refers to the FAQ. More preferably, the reference history ID generated by the reference history management unit is assigned for each session.

  Preferably, the information processing apparatus further includes an inquiry screen generation unit that generates an inquiry screen including information for reproducing the audio data of the reference history ID generated by the reference history management unit. The audio data reproduced based on the information for reproducing the included audio data is received via the telephone line.

  More preferably, the information further includes a voice synthesizer that generates voice data based on the reference history ID acquired from the reference history management unit and stores the voice data in the voice data storage unit, and reproduces the voice data of the reference history ID. Is a link to audio data stored in the audio data storage.

  Preferably, the apparatus further includes a voice recognition device that extracts a character string of the reference history ID from the voice data received via the telephone line, and the correspondence history management unit receives the reference history ID extracted by the voice recognition device.

  According to another aspect of the present invention, there is provided a history management method for managing history information in a computer system comprising a processor and a storage unit for storing a FAQ reference history and a telephone response history. The reference history ID generated when the user refers to the FAQ site and the reference history of the FAQ are managed in association with each other, and a telephone inquiry from the user is received via the telephone line. The reference history ID extracted from the voice data and the correspondence history information of the inquiry are managed in association with each other. This makes it possible to manage the FAQ reference history on the web and the inquiry response history on the telephone in association with each other.

  The program of the present invention causes a computer to execute each processing step of the history management method of the present invention. The program of the present invention can be installed or loaded on a computer through various recording media such as an optical disk such as a CD-ROM, a magnetic disk, or a semiconductor memory, or via a communication network.

  According to the present invention, when the problem cannot be solved on the FAQ site, the inquiry response by telephone can be managed in association with the FAQ reference history, so that the improvement of FAQ can be efficiently performed using the inquiry history on the telephone. Will be able to do.

  Further, when making an inquiry over the telephone, the user only has to click on a predetermined part of the inquiry screen, and the operation is simple. What is required for the user terminal is general audio data reproduction software, and no special software is required.

  Furthermore, since the voice of the reference history ID is a homogenous voice by voice synthesis and the recognition rate of voice recognition is high, the possibility of a correspondence error due to erroneous recognition is low compared to reading by a human. Further, since the transmitted voice data is clearly a reference history ID with contents that can be heard by the user, there is no distrust that the secret information of the user terminal is being transmitted.

1 is a block diagram showing an overall configuration of a history management system 1. FIG. 2 is a block diagram showing a functional configuration of a history management system 1. FIG. 3 is a flowchart showing an outline of processing by a history management system 1;

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

  FIG. 1 is a block diagram showing an overall configuration of a history management system 1 according to an embodiment of the present invention, and FIG. 2 is a block diagram showing a functional configuration of the history management system 1.

  As shown in FIG. 1, in the history management system 1, one or more user terminals 10 and a FAQ server 40 are connected to each other via a network 20. The FAQ server 40 is further connected to the speech synthesizer 50 and the correspondent terminal 70. The telephone 103 used by the user (user) of the user terminal 10 and the telephone 702 used by the counterpart (operator) on the counterpart terminal 70 side are configured to be able to communicate via the telephone network 30. The telephone 702 is connected to the FAQ server 40 via the voice recognition device 60.

  As shown in FIG. 2, the user terminal 10 includes a web browser (web browser) 101, an audio data reproduction unit 102, and a telephone 103. As the user terminal 10, a general PC (personal computer) or various portable terminals can be used. The user terminal 10 may be constituted by a single device or may be constituted by a plurality of devices. For example, as shown in FIG. 1, the web browser 101 and the audio data reproduction unit 102 may be configured by a PC, and the telephone 103 may be configured by a mobile phone device. Further, the user terminal 10 may be configured as a so-called smartphone, and may be configured to include all the functions of the web browser 101, the audio data reproducing unit 102, and the telephone 103 on one terminal device.

  This is a communication network for transmitting and receiving data between the network 20 and the web browser 101 of the user terminal 10 and the FAQ server 40. For example, it may be any of the Internet, a dedicated line, a LAN, a packet communication network, a telephone line, a corporate network, other communication lines, a combination thereof, and the like, regardless of whether they are wired or wireless.

  The telephone network 30 is a communication line network for performing telephone communication between the telephone 103 of the user terminal 10 and the telephone 702 of the correspondent terminal 70. This includes not only analog subscriber line networks but also Internet networks and IP (Internet Protocol) telephone networks. For example, the Internet, dedicated lines, LANs, packet communication networks, telephone lines, corporate networks , Any other communication line, or a combination thereof. It does not matter whether it is wired or wireless.

  The FAQ server 40 manages a FAQ screen generation unit 401 that generates a FAQ screen, an inquiry screen generation unit 402 that generates an inquiry screen, a reference history management unit 403 that manages a FAQ reference history by a user, and the contents of the FAQ. A FAQ management unit 404, a response screen generation unit 405 for generating an inquiry response screen regarding the FAQ, and a response history management unit 406 for managing the response history. The FAQ server 40 further includes an FAQ data storage unit 411, a reference history information storage unit 412, a voice data storage unit 413, and an inquiry correspondence information storage unit 414.

  The FAQ screen generation unit 401 generates a FAQ screen from the FAQ data stored in the FAQ data storage unit 411. The correspondence history management unit 406 stores the correspondence history information in the inquiry correspondence information storage unit 414. The inquiry screen generation unit 402 generates a link based on the audio data stored in the audio data storage unit 413. The reference history management unit 403 stores the reference history ID and the user's FAQ reference history in the reference history information storage unit 412. The response history management unit 406 reads the FAQ reference history based on the reference history ID.

  The FAQ data storage unit 411 stores FAQ data composed of a set of frequently asked questions and their answers. Each question preferably includes information regarding the category to which the question belongs. The reference history information storage unit 412 stores history information in which the user referred to the FAQ in association with the reference history ID. The audio data storage unit 413 stores the audio data of the reference history ID. The inquiry correspondence information storage unit 414 stores inquiry history information when a user makes an inquiry over the telephone.

  The FAQ server 40 is a general-purpose or special-purpose computer including a CPU, a memory such as a ROM or a RAM, an external storage device for storing various information, an input interface, an output interface, a communication interface, and a bus connecting these. can do. The FAQ server 40 may be composed of a single computer or may be composed of a plurality of computers distributed on a network. The FAQ server 40 realizes various processes when the CPU executes a predetermined program stored in a memory or an external storage device.

  The voice synthesizer 50 includes a voice synthesizer 501 and a voice data link generator 502. The voice synthesis unit 501 acquires the reference history ID from the reference history management unit 403, generates voice data of the reference history ID, and stores it in the voice data storage unit 413. The voice data link generation unit 502 generates a link to the voice data stored in the voice data storage unit 413 and passes it to the inquiry screen generation unit 402.

  The voice recognition device 60 includes a voice recognition unit 601 and a history ID extraction unit 602. The voice recognition unit 601 acquires voice including a history ID from voice data sent from the telephone 103 to the telephone 702, and performs voice recognition. The history ID extraction unit 602 extracts the character string data of the history ID from the voice recognition result and passes it to the correspondence history management unit 406.

  Note that each of the speech synthesizer 50 and the speech recognition device 60 may be configured by a single computer or may be configured by a plurality of computers distributed on a network. The FAQ server 40 may be configured to include the speech synthesizer 50 and the speech recognition device 60. The responder terminal 70 may be configured to include the voice recognition device 60.

  The correspondent terminal 70 includes a web browser (Web browser) 701 and a telephone 702. The web browser 701 displays the corresponding screen generated by the corresponding screen generation unit 405 of the FAQ server 40. The telephone 702 acquires voice data for extracting a history ID and passes it to the voice recognition unit 601 while the operator is used for dialogue with the user. The correspondent terminal 70 may be configured by a single device, and the web browser 701 and the telephone 702 may be configured by different devices.

  Each user terminal 10 and responder terminal 70 includes a CPU, a memory, a communication interface, an input / output device, and the like, which are not directly related to the present invention and are not shown. The programs executed on these terminals are stored in a storage area provided by the FAQ server 40 in addition to being stored in the storage device of the user terminal 10 or the responder terminal 70, and at the time of execution, the memory of each terminal May be configured to be loaded.

  FIG. 3 is a flowchart showing an outline of processing by the history management system 1.

  The FAQ user accesses the FAQ server 40 using the web browser 101 of the user terminal 10 to refer to the FAQ (U1). The FAQ server 40 transmits the FAQ screen information generated by the FAQ screen generation unit 401 based on the FAQ data stored in the FAQ data storage unit 411 to the web browser 101, and the web browser 101 that has received the FAQ screen information receives the FAQ screen. Is displayed.

  In response to the user referring to the FAQ, the reference history management unit 403 generates a reference history ID of the FAQ (S1). This reference history ID is given for each session of the user who visited the FAQ site. The reference history management unit 403 also generates the result of referring to the FAQ by the user as the FAQ reference history (S2). The FAQ reference history includes information that can identify the FAQ referred to by the user. As such information, for example, a URL (Uniform Resource Locator) indicating a location on the FAQ website viewed by the user, an identifier of each FAQ data, or the like can be used. The reference history management unit 403 further stores the generated FAQ reference history in the reference history information storage unit 412 in association with the reference history ID.

  Thereafter, whenever the user refers to another FAQ (U2), the reference history management unit 403 generates a FAQ reference history and stores it in the reference history information storage unit 412 in association with the previous reference history ID (S3). ). As described above, since the reference history ID is assigned for each session, a series of actions performed by a user who has visited the FAQ site within the site are managed with the same reference history ID.

  The user who browsed the FAQ determines whether or not an appropriate answer has been found (U3), and if found, ends the FAQ reference (S4). If not found, it is further determined whether or not to refer to another FAQ (U4), and if it is referred, the processes after U2 are repeated.

  If the user determines that no appropriate answer is found and there are no more FAQs to refer to, the user inputs an instruction to call an inquiry screen. For example, a link for displaying the inquiry screen may be prepared on the FAQ screen, and the inquiry screen may be called when the user selects the link. In response to the user's inquiry screen call instruction, the reference history management unit 403 of the FAQ server 40 requests the speech synthesizer 50 to perform processing. Upon receiving the request, the voice synthesizer 501 of the voice synthesizer 50 generates voice data of the reference history ID (S5), and stores the generated voice data in the voice data storage unit 413. A link to the stored voice data is generated by the voice data link generation unit 502 and passed to the inquiry screen generation unit 402. The inquiry screen generation unit 402 generates inquiry screen information including a link to the voice data and an inquiry telephone number, and transmits the inquiry screen information to the web browser 101. The web browser 101 that has received the inquiry screen information displays an inquiry screen (S6). The FAQ user refers to the telephone number included in the inquiry screen, calls the telephone number using the telephone 103, and executes an inquiry to a contact center operator (operator) (U5).

  The responder receives an inquiry from the user via the telephone 702 of the responder terminal 70. When the responder accesses the FAQ server 40 using the web browser 701, displays the corresponding screen generated by the corresponding screen generation unit 405 on the web browser 701, and starts the query response, the response history management unit 406 starts the query response history. Is generated (S7). The responder requests the user to click on the voice data link included in the inquiry screen. When the user clicks the voice data link (U6), in response to this, the voice data playback unit 102 receives and plays back the voice data from the link destination. The reproduced voice data is received by the telephone set 702 via the telephone network 30 via the transmitter of the telephone set 103, and the voice is transferred to the voice recognition device 60. The voice recognition unit 601 of the voice recognition device 60 performs voice recognition, and the history ID extraction unit 602 extracts the reference history ID from the recognition result in the form of character data (text data) (S8). The extracted reference history ID is set so as to be associated with the query response history for the current query (S9).

  The responder carries out the inquiry response from the user (O1), and inputs the response result as an inquiry response history (S10). The response history management unit 406 stores the input query response history in the reference history information storage unit 412 or the query response information storage unit 414 in association with the previously extracted reference history ID.

  Thereafter, the FAQ administrator can correct the FAQ based on the inquiry response history associated with the FAQ reference history (O2).

  As described above, in this embodiment, when the user accesses the FAQ on the web system, the FAQ server 40 generates the reference history ID at the first access, and the same is applied to a series of subsequent FAQ reference histories. A reference history ID is assigned. When an appropriate answer is not obtained at the FAQ site, voice data for the reference history ID is generated by the voice synthesizer 50 that converts the reference history ID into a voice as a character string, and a link for reproducing the voice on the inquiry screen is created. To do.

  The user terminal 10 displays an inquiry screen including a link between the contact center telephone number and the voice data of the reference history ID. When a user makes a call to the displayed telephone number and connects with a contact center contact person, when the user clicks a link on the inquiry screen, the reproduced voice flows on the telephone line.

  The speech recognition device 60 connected to the telephone 702 of the contact person terminal 70 in the contact center acquires the character string of the history ID, and links the FAQ reference history with the correspondence content on the telephone.

  By the above means, a FAQ user who makes an inquiry over the telephone simply clicks the link of the reference history ID voice data displayed on the inquiry screen, and the FAQ reference history on the web system and the telephone inquiry history. Can be associated.

  In this way, if the user does not solve the problem even after referring to the FAQ site, the telephone inquiry response history can be managed in conjunction with the FAQ reference history by the reference history ID. The result can be fed back to the FAQ site, and the FAQ can be improved efficiently.

  Also, there is no need to ask the user for advanced operations when making inquiries by telephone. The user only needs to click a predetermined link on the inquiry screen, and the operation is simple. What is required for the user terminal is general audio data reproduction software, and no special software is required.

  The voice of the reference history ID is a homogenous voice by voice synthesis, and the recognition rate of voice recognition is high. Therefore, the possibility of a correspondence error due to misrecognition is low compared to reading by a human. Since the transmitted voice data is clearly a reference history ID with contents that can be heard by the user, there is no distrust that the secret information of the user terminal is being transmitted.

  The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, the above-described processing steps can be executed in any order or in parallel as long as there is no contradiction in the processing contents.

  For example, using a telephone capable of inputting a voice signal from the outside, the voice synthesis data of the reference history ID is directly input to the telephone and transmitted. By not using the transmitter, the quality of the voice data can be improved and the recognition rate can be improved.

  Further, a browser and a soft phone that refer to the FAQ are installed on the same PC, and the voice synthesis data of the reference history ID is added to the voice data of the soft phone and transmitted. By not performing digital-analog conversion and not using a transmitter, it is possible to improve the quality of voice data and further improve the recognition rate.

  In the above embodiment, the voice data link of the reference history ID is included in the inquiry screen. However, a voice data file may be attached to the inquiry screen and the voice data file may be reproduced on the user terminal side.

A part or all of the above-described embodiment can be described as in the following supplementary notes, but is not limited thereto.

  (Supplementary Note 1) Reference history management unit that manages a reference history ID generated when a user refers to a FAQ site and a FAQ reference history, and a telephone inquiry from the user A reference history ID extracted from the voice data received via the telephone line and a correspondence history management unit that manages the correspondence history information of the inquiry in association with each other, thereby providing a reference history of the FAQ and the inquiry history. This is a history management system that manages correspondence history in association with each other.

  (Supplementary Note 2) The reference history ID generated by the reference history management unit is managed by the same reference history ID for a series of actions in which the user visits the FAQ site and refers to the FAQ. This is a history management system according to Supplementary Note 1.

  (Supplementary note 3) The history management system according to any one of supplementary notes 1 and 2, wherein the reference history ID generated by the reference history management unit is assigned on a session basis.

  (Additional remark 4) It further has the inquiry screen production | generation part which produces | generates the inquiry screen containing the information for reproducing | regenerating the audio | voice data of the reference history ID produced | generated by the said reference history management part, The said correspondence history management part is the said inquiry screen The history management system according to any one of appendices 1 to 3, wherein the audio data reproduced based on the information for reproducing the audio data included in the data is received via the telephone line. .

  (Additional remark 5) It is further provided with the speech synthesizer which produces | generates audio | voice data based on the reference history ID acquired from the said reference history management part, and stores it in an audio | voice data storage part, For reproducing | regenerating the audio | voice data of the said reference history ID The history management system according to appendix 4, wherein the information is a link to the voice data stored in the voice data storage unit.

  (Additional remark 6) The speech recognition apparatus which extracts the character string of reference history ID from the audio | voice data received via the telephone line is further provided, and the said corresponding | compatible log | history management part receives the reference history ID extracted by the said voice recognition apparatus. The history management system according to any one of appendices 1 to 5, characterized in that:

  (Supplementary note 7) A method of managing history information in a computer system comprising a processor and a storage unit for storing a reference history of FAQ and a response history of inquiry by telephone, wherein the processor is a FAQ site The reference history ID generated by referring to the URL and the FAQ reference history are associated with each other and managed by the storage unit, and the processor sets a telephone line in response to a telephone inquiry from the user. By managing the reference history ID extracted from the voice data received via the URL and the inquiry correspondence history information in the storage unit, the FAQ reference history and the inquiry correspondence history are managed in association with each other. This is a history management method.

  (Supplementary note 8) A program for causing a computer to execute the history management method according to supplementary note 7.

  (Supplementary note 9) A computer-readable recording medium in which the program according to supplementary note 8 is recorded.

DESCRIPTION OF SYMBOLS 1 ... History management system, 10 ... User terminal, 20 ... Network, 30 ... Telephone network, 40 ... FAQ server, 50 ... Voice synthesizer, 60 ... Voice recognition device, 70 ... Corresponding person Terminal 101 101 Web browser 102 Voice data reproduction unit 103 Telephone unit 401 FAQ screen generation unit 402 Query screen generation unit 403 Reference history management unit 404 FAQ management 405... Corresponding screen generation unit 406... Corresponding history management unit 411... FAQ data storage unit 412... Reference history information storage unit 413. 501... Voice synthesis unit 502... Voice data link generation unit 601... Voice recognition unit 602... History ID extraction unit 701.

Claims (8)

A reference history management unit that manages the reference history ID generated when the user refers to the FAQ site and the reference history of the FAQ in association with each other;
In response to a telephone inquiry from the user, a reference history ID extracted from voice data received via a telephone line and a correspondence history management unit that associates and manages correspondence history information of the inquiry,
A history management system for managing the FAQ reference history and the query correspondence history in association with each other,
An inquiry screen generation unit that generates an inquiry screen including information for reproducing the audio data of the reference history ID generated by the reference history management unit;
The history management system, wherein the correspondence history management unit receives voice data reproduced based on information for reproducing the voice data included in the inquiry screen via the telephone line . Further comprising a speech synthesizer that generates speech data based on the reference history ID acquired from the reference history management unit and stores the speech data in the speech data storage unit
Information for reproducing the audio data of the reference history ID is history management system according to claim 1, wherein the is a link to the audio data stored in the voice data storage unit. The reference history ID generated by the reference history management unit is managed by the same reference history ID for a series of actions in which the user visits a FAQ site and refers to the FAQ. Or the history management system in any one of 2 . History management system according to any one of claims 1 to 3 reference history ID generated by the reference history management unit characterized in that it is applied on a per-session basis. A voice recognition device that extracts a character string of a reference history ID from voice data received via a telephone line;
The corresponding history management section, the history management system according to any one of claims 1 to 4, characterized in that receiving a reference history ID for the voice recognition device is extracted. A method of managing history information in a computer system comprising a processor and a storage unit that stores a reference history of FAQ and a response history of telephone inquiries,
The processor associates and manages the reference history ID generated when the user refers to the FAQ site and the reference history of the FAQ in the storage unit,
In response to the telephone inquiry from the user, the processor associates the reference history ID extracted from the voice data received via the telephone line with the correspondence history information of the inquiry, and manages it in the storage unit. Thus, the FAQ reference history and the inquiry correspondence history are managed in association with each other ,
The processor further generates an inquiry screen including information for reproducing the audio data of the generated reference history ID;
A history management method , wherein the processor receives voice data reproduced based on information for reproducing the voice data included in the inquiry screen via the telephone line . A program for causing a computer to execute the history management method according to claim 6 . A computer-readable recording medium on which the program according to claim 7 is recorded.

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