JP6906743B2 - program - Google Patents

Description

The present invention relates to a program for realizing mutual communication with an operator and evaluation input related to the communication.

Conventionally, there is a call center system that accepts complaints and questions from users by using a communication device such as a telephone. For example, Patent Document 1 discloses a technique of evaluating the response of a creator (operator) in a call center and diagnosing the response skill.

Japanese Unexamined Patent Publication No. 2011-82839

The above-mentioned diagnostic technique aims to secure a sufficient number of samples for a sampling survey and evaluate all operators with the same evaluation criteria. However, since both the evaluator and the evaluator are human beings, the evaluation naturally depends on the mutual relationships. That is, an operator who has a low rating for one user can be an operator who has a high rating for another user, and vice versa. Therefore, even if all operators are evaluated by the same evaluation standard, it is not always possible to obtain an evaluation result that is acceptable to all users.

Therefore, the present invention has been made in view of these points, and an object of the present invention is to provide a technique capable of managing the evaluation of a communication partner for each user in a communication service with a user.

The first aspect of the present invention is a program. This program provides the computer with a function of providing the user of the computer with mutual communication via a network with a support operator, and after the mutual communication with the communication partner is completed, the user evaluates the user regarding the communication partner. And a function of restricting the provision of the mutual communication when the evaluation is not input.

The program further has a function of causing the computer to display at least one of the charge amount and the talk time charged to the user on the display unit of the computer during mutual communication between the communication partner and the user. It may be realized.

The program may further realize a function of causing the user to select one communication partner from a plurality of communication partners in the computer.

The program further realizes a function of causing the computer to display the hourly unit price of the charge amount for the mutual communication set for each of the plurality of communication partners on the display unit of the computer in association with the plurality of communication partners. You may.

The program may further realize a function of causing the computer to display the status of each of the plurality of communication partners in the network on the display unit of the computer.

The program may further realize a function of causing the computer to display on the display unit of the computer the date and time when each of the plurality of communication partners is scheduled to be online to the network.

The program may further realize a function of notifying the user when the communication partner selected by the user among the communication partners offline to the network is online. good.

The program tells the computer that at least the communication partner having a high evaluation among the plurality of communication partners, the communication partner having a large number of past call histories, the communication partner having a high evaluation by another user different from the user, or the communication partner having a high evaluation. It is also possible to further realize a function of preferentially displaying a communication partner who is online on the network and is not communicating with another user different from the user on the display unit of the computer.

The second aspect of the present invention is also a program. This program provides the computer with a function of providing the computer user with mutual communication via a network with the communication partner, and displays information indicating the communication partner, the past evaluation information of the user with respect to the communication partner, and the above. A function of displaying in a selectable manner on the display unit of the computer in association with the status in the network and a function of starting communication with the communication partner indicated by the display information when the display information is selected are realized. Let me.

These programs may be provided as a program for controlling hardware resources such as a communication terminal or a part thereof. This program is stored in a semiconductor memory such as a ROM (Read Only Memory) or a flash memory in the device, for example. In order to provide this program or to update a part of the program, a computer-readable recording medium on which the program is recorded may be provided, or the program may be transmitted over a communication line.

Any combination of the above components and a conversion of the expression of the present invention between methods, devices, systems, recording media, etc. are also effective as aspects of the present invention.

According to the present invention, it is possible to provide a technique capable of managing the evaluation of an operator for each user in a communication service with a user.

It is a figure for demonstrating the outline of the service system which the communication terminal which concerns on embodiment presupposes. It is a figure which shows typically the functional structure of the communication terminal which concerns on embodiment. It is a figure which shows typically an example of the home screen displayed on the display part of the communication terminal which concerns on embodiment. It is a figure which shows typically the display example of the application program for mutual communication which is started when a user selects a communication icon. It is a figure which shows typically the display example of the display part during mutual communication with a support operator. It is a figure which shows typically an example of the evaluation input screen of the support operator displayed on the display part of the communication terminal which concerns on embodiment. It is a figure which shows typically the example of the display screen which is displayed on the display part when the support operator selected by a user goes online. It is a flowchart which shows the flow of the information processing executed by the communication terminal which concerns on embodiment.

<Outline of the embodiment>
An outline of the embodiment of the present invention will be described.
The communication terminal according to the embodiment of the present invention is configured to provide a function for a user of the communication terminal to mutually communicate with a communication partner who receives and responds to various questions including how to operate the communication terminal. Has been done. Here, the user's "communication partner" can also be said to be a "support operator" who provides support to the user as a business. Therefore, in the present specification, the "communication partner" will be referred to as a "support operator".

The support operator is not limited to the person who answers the question from the user of the communication terminal about the operation method of the communication terminal. Support operators also include those who provide services other than supporting users of communication terminals. For example, the support operator may be an expert such as a doctor or a lawyer, or may be a fortune-telling or palmistry appraiser.

The communication terminal according to the embodiment communicates with a terminal such as a smartphone or tablet owned by a support operator via a known network such as the Internet. Therefore, unlike the conventional call center, the support operator can respond to the communication from the user anytime and anywhere without being bound by the work place or working hours.

The treatment of the support operator who supports the user of the communication terminal according to the embodiment also considers a direct evaluation from the user. Therefore, the communication terminal according to the embodiment provides the user with an interface for inputting an evaluation for the user's support operator at the end of communication between the user and the support operator. If this evaluation is not input, the communication terminal according to the embodiment regulates mutual communication with the support operator. Thereby, the communication terminal according to the embodiment can increase the opportunity to acquire the user's evaluation for the support operator. As a result, the communication terminal according to the embodiment can increase the certainty of acquiring the evaluation of the support operator for each user.
Hereinafter, the outline of the service premised on the communication terminal according to the embodiment will be described first.

[Outline of service]
FIG. 1 is a diagram for explaining an outline of a service system S premised on the communication terminal 1 according to the embodiment. The service system S includes a communication terminal 1, a server 2, a database 3, and an operator terminal 4. The flow from (1) to (7) described below corresponds to the flow of information indicated by the arrows (1) to (7) in FIG.

The communication terminal 1 is a terminal owned by the user U, and is composed of a known tablet PC (Personal Computer) or the like. The server 2 and the database 3 are managed by a service provider (hereinafter, simply referred to as "service provider") that provides an intercommunication service via a network N between the user U and the support operator O, respectively. Server and database.

The operator terminal 4 is a terminal owned by the support operator O. The network N is a known communication network composed of the Internet, a mobile phone communication network, and the like. Further, FIG. 1 shows two support operators O, a first support operator Oa and a second support operator Ob, but the number of support operators O may be three or more.

The user U applies for the use of the communication terminal 1 at a store or the like of a store that handles the sale of the communication terminal 1.
(1) When the user U applies for the communication terminal 1, the service provider sets up the communication terminal 1. Here, the "setup of the communication terminal 1" means that the user U can immediately use the communication terminal 1 simply by opening the communication terminal 1 and connecting it to a power source.

Specifically, the service provider sets the initial setting of the user ID (Identifier) and password required by the OS (Operating System) of the communication terminal 1 before the start of use of the communication terminal 1, the ID used for the videophone, and the ID thereof. Initialize the password, set the home screen, set the network N for communication between the communication terminal 1 and the support operator O, and the like. The service provider also prepares a document describing each set ID (hereinafter, simply referred to as an "ID card") and a setting content notification document describing a password corresponding to each ID. The password initially set by the service provider is an initial password on the assumption that the user U will change it at a later date.

(2) The service provider sends the set-up communication terminal 1 and the ID card to the user U who is the purchaser of the communication terminal 1. Specifically, the service provider entrusts the carrier D to send the communication terminal 1 to the delivery destination designated by the user U.

(3) As a result, once the user U receives the communication terminal 1, the user U can immediately start using the communication terminal 1 without making initial settings of the communication terminal 1. User U can also immediately start a videophone call or the like with a friend or family member by notifying a friend or family member of various ID information written on the ID card.

Therefore, even if the user U is unfamiliar with the operation of the communication terminal 1, the communication terminal 1 can be used immediately. So to speak, the user U can avoid the difficulty that the user U who purchased the communication terminal 1 encounters about 15 minutes after the start of use (that is, the difficulty of not knowing how to start using the communication terminal 1). The service provider also sets the home screen of the communication terminal 1 in advance so that the user U can intuitively understand what can be executed by using the communication terminal 1. As a result, the user U avoids the difficulty that the user U who has obtained the communication terminal 1 encounters in about two hours after the start of use (that is, the difficulty of not knowing what can be done by using the communication terminal 1). Can be done.

The service provider sets the communication terminal 1 so that the user U can use the communication terminal 1 by voice input. The service provider also sends a so-called "trial manual" that describes a usage example of the application set so that it can be started from the home screen to the user U together with the communication terminal 1. Application programs such as news viewing, e-mail, and weather forecast are preset on the home screen of the communication terminal 1. The trial manual describes how to use these application programs. By following the procedure described in the trial manual, the user U can realize the convenience of the function realized by the communication terminal 1 by the operation mainly for voice input. As a result, the problem that the user U who purchased the communication terminal 1 encounters in about one week after the start of use (that is, the problem of stopping the use of the communication terminal 1 before realizing the convenience of the communication terminal 1) is solved by the user. U can be avoided.

As described above, the user U can immediately start a videophone call or the like with a friend or family member by notifying the friend or family member of various ID information written on the ID card. If the communication terminal 1 can be used to connect with others, it can motivate the user U to use the communication terminal 1. Further, if there is communication from another person with the user U via the communication terminal 1, the user U inevitably provides an opportunity to use the communication terminal 1. As a result, the user U avoids the difficulty that the user U who purchased the communication terminal 1 encounters in about one month after the start of use (that is, the difficulty of establishing a connection with another person who uses the communication terminal 1). can do.

(4) Further, an application program for communicating with the support operator O who can ask a question about the operation of the communication terminal 1 when there is something unclear about the operation of the communication terminal 1 is also pre-installed in the communication terminal 1. This application is set up by the service provider so that it can be started from the home screen of the communication terminal 1. Therefore, the user U can start mutual communication with the support operator O by executing a simple operation on the communication terminal 1.

Here, "mutual communication" between the user U and the support operator O means not only a voice call between the user U and the support operator O, but also a conversation while looking at each other's faces using a videophone. This also includes sharing the screen of the communication terminal 1 between the user U and the support operator O, operating the communication terminal 1 by the support operator O, and displaying a mark at the place where the operation terminal 1 is operated. As a result, the communication via the communication terminal 1 according to the embodiment can make the communication between the user U and the support operator O closer than the support by voice only.

Although not explicitly shown in FIG. 1, the communication path between the user U and the support operator O includes the server 2. As a result, the server 2 can save the recording of the voice call and the recording of the video call made between the user U and the support operator O.

The communication terminal 1 according to the embodiment provides a function for the user U to contact a specific support operator O. As a result, the user U can continue to communicate with the support operator O who has a favorable impression of the response. Further, the service provider that provides mutual communication between the user U and the support operator O using the communication terminal 1 according to the embodiment evaluates the service provided by the support operator O by the user U and determines the consideration for the service. The communication time with the support operator O is also reflected.

This can motivate the support operator O to respond more politely to the user U. As a result, the user U can select a support operator O who has a favorable impression, and the support operator O can increase the price for providing his / her own service. If the user U can find a support operator O who can ask a question at any time when he / she has trouble operating the communication terminal 1, the long-term problem of the user U who purchased the communication terminal 1 (that is, a person who can ask a question when he / she has a problem) The problem that the user U does not have the problem) can be avoided.

(5) In order to make the evaluation system of the support operator O by the user U more effective, the communication terminal 1 has a function of providing communication between the user U and the support operator O, and the user U is the support operator. It is linked with the function for performing the evaluation of O.

More specifically, the communication terminal 1 causes the user U to input the evaluation of the user U regarding the support operator O after the mutual communication between the user U and the support operator O is completed, and if the evaluation is not input, the user Regulate the provision of intercommunication between U and support operator O. Since the user U cannot communicate with the support operator O until the evaluation of the support operator O is completed, it can be a motivation for the user U to evaluate the support operator O. As a result, the evaluation of the support operator O can be managed for each user U.

(6) The evaluation result of the support operator O by the user U is stored in the database 3 managed by the service provider via the network N. (7) In addition to the evaluation of the support operator O by the user U, the database 3 also accepts and stores the evaluation of the user U by the support operator O.

As a result, the service provider determines the consideration for the support operator O based on the mutual evaluation that considers not only the one-sided evaluation of the support operator O by the user U but also the evaluation of the user U by the support operator O. You can also. The service provider can further provide the user U, who is highly evaluated by the support operator O, with points that can be used for the service provided by the service provider to the user U, or can discount the service usage fee.
Hereinafter, the communication terminal 1 according to the embodiment will be described in more detail.

<Functional configuration of the embodiment>
FIG. 2 is a diagram schematically showing a functional configuration of the communication terminal 1 according to the embodiment. The communication terminal 1 according to the embodiment includes a communication unit 10, a storage unit 20, a display unit 30, and a control unit 40. Note that FIG. 2 shows a configuration mainly for realizing the mutual communication function and the evaluation function provided by the communication terminal 1, and other configurations are omitted.

The communication unit 10 is a communication interface for the communication terminal 1 to communicate with the server 2 and the operator terminal 4. The communication unit 10 is realized by a known communication module such as a Wi-FI (registered trademark) module, a LAN (Local Area Network) module, or a mobile phone communication module. The communication terminal 1 is configured to insert a SIM (Subscriber Identity Module) card issued for each user U. The communication unit 10 establishes communication by using the information of this SIM card.

The storage unit 20 is a ROM (Read Only Memory) for storing an OS, an application program, etc., a RAM (Random Access Memory) for a work area of a communication terminal 1, and an SSD (Solid State Drive) for storing a user U ID and the like. It is a large-capacity storage device such as.

The display unit 30 is an interface for visually notifying the user U of the information generated by the communication terminal 1. When the communication terminal 1 is a tablet PC, the display unit 30 is a touch screen in which a display area and a touch panel are integrated, and also functions as an input interface.

The control unit 40 is a processor such as a CPU (Central Processing Unit) or GPU (Graphics Processing Unit) of the communication terminal 1, and by executing a program stored in the storage unit 20, the mutual communication execution unit 41 and the evaluation reception unit It functions as a display control unit 43, a communication regulation unit 44, a selection reception unit 45, and a notification unit 46.

The mutual communication execution unit 41 provides the user U of the communication terminal 1 with mutual communication with the support operator O via the network N. Specifically, on the home screen displayed on the display unit 30 of the communication terminal 1, an application for the user U to communicate with the support operator O is set by the service provider.

[Home screen of communication terminal 1]
FIG. 3 is a diagram schematically showing an example of a home screen displayed on the display unit 30 of the communication terminal 1 according to the embodiment. As shown in FIG. 3, on the home screen of the communication terminal 1, the application icon AI is arranged in advance by the service provider so that the user U can grasp at a glance what can be done by using the communication terminal 1. .. On the home screen of the communication terminal 1, a communication icon CI (first communication icon CI1 and second communication icon CI2) of an application program for the user U to easily start communication with the support operator O is also arranged.

In the example shown in FIG. 3, as the application icon AI, an icon for viewing news, an icon for browsing a website, an icon for starting SNS (Social Networking Service), an icon for starting a camera, and communication All of the icons for viewing photos stored in terminal 1, the icons for reading and writing emails, the icons for browsing video sites, the icons for online shopping, and the icons for watching TV. Nine kinds of application icons AI are arranged in advance.

The application icon AI arranged in advance on the home screen of the communication terminal 1 is not limited to the example shown in FIG. 3, and may be other icons. The service provider may determine the type of application icon AI to be arranged on the home screen of the communication terminal 1 by taking into consideration the result of the questionnaire answered by the user U at the time of purchasing the communication terminal 1. Further, the communication terminal 1 may also include a UI (Graphical User Interface) (not shown) for the user U to change the arrangement of the icons.

[Display operator status]
FIG. 4 is a diagram schematically showing a display example of an application program for mutual communication started when the user U selects the communication icon CI. More specifically, it is a figure which shows the GUI which the display control unit 43 displays on the display unit 30 when the user U taps the 2nd communication icon CI2.

As shown in FIG. 4, the display unit 30 displays a list of support operators O with whom the user U has had a conversation in the past. The list also displays the status of the support operator O with whom the user U has had a conversation in the past. Here, the "status of the support operator O" is information indicating the status of the support operator O in the network N, specifically, whether or not the support operator O is online, and if it is online, other information. This is information indicating whether or not communication is being performed with the user U of. Further, in the list of the support operator O with which the user U has had a conversation in the past, the result of the evaluation that the user U has made to the support operator O in the past is also displayed.

If the support operator O that the user U wants to talk to is online and not communicating with another user U, the user U can communicate with the support operator O by tapping the name of the support operator O. Can be done. Therefore, the user U can quickly start communication with the support operator O by selecting the second communication icon CI2 on the home screen and selecting the name of the support operator O in the list, that is, by performing a two-tap operation. can. This can be realized by the selection reception unit 45 receiving one support operator O selected by the user U from the plurality of support operators O in the list.

As a result, unlike the conventional support by the call center using a telephone, the user U can start communication with the support operator O by omitting the procedure of calling a predetermined number and waiting for the answer. In particular, the user U can directly specify the support operator O to start communication, which is different from the conventional support service by the call center.

[Communication screen example]
FIG. 5 is a diagram schematically showing a display example of the display unit 30 during mutual communication with the support operator O. FIG. 5 shows that the user U is in a voice call with the support operator O, "AAAA". Further, while the support operator O and the user U are communicating with each other, the display control unit 43 causes the display unit 30 to display at least one of the charge amount and the talk time charged to the user U in real time. FIG. 5 shows an example in which the display control unit 43 displays both the communication time and the communication charge charged to the user U on the display unit 30. As a result, the user U can communicate with the support operator O while checking the call charge and the communication time.

Further, as shown in FIG. 5, the user U can switch the communication mode with the support operator O from the voice call to the video call by selecting the icon displayed on the display unit 30. Further, the user U can also share the display screen of the display unit 30 with the support operator O and grant the support operator O the operation authority of the communication terminal 1 by tapping the icon. As a result, the support operator O can browse the display unit 30 of the communication terminal 1, so that the cause of the user U stumbling in the operation of the communication terminal 1 can be easily identified as compared with the case of simply making a voice call with the user U. .. Further, by using the video call function of the communication terminal 1, the user U can also receive support for something other than the communication terminal 1 from the support operator O.

The evaluation reception unit 42 causes the user U to input the evaluation of the user U regarding the support operator O after the mutual communication between the user U and the support operator O is completed. More specifically, the display control unit 43 displays the GUI for evaluation input on the display unit 30 after the mutual communication between the user U and the support operator O is completed, and the evaluation reception unit 42 accepts the GUI input. When the evaluation of the support operator O by the user U is not input, the communication regulation unit 44 restricts the provision of mutual communication by the mutual communication execution unit 41. Thereby, the communication terminal 1 according to the embodiment can provide the user U with a motivation for the user U to input the evaluation of the support operator O.

[Evaluation screen example]
FIG. 6 is a diagram schematically showing an example of an evaluation input screen of the support operator O displayed on the display unit 30 of the communication terminal 1 according to the embodiment. The evaluation input screen illustrated in FIG. 6 is a GUI that the display control unit 43 displays on the display unit 30 when the provision of the mutual communication function by the mutual communication execution unit 41 ends. The user U can easily evaluate the support operator O by selecting the icon indicating the evaluation of the support operator O displayed on the display unit 30.

In FIG. 6, when the user U selects "great satisfaction", the points (for example, 3 points) associated with "great satisfaction" are transmitted to the server 2. In addition, the corresponding points are associated with each evaluation of "satisfaction (2 points)", "normal (1 point)", and "a little more (0 points)". The server 2 stores the acquired points in the database 3 in association with the support operator O. Although not shown, in the database 3, the total of the evaluation points given to the support operator O is totaled for each user U. As a result, the server 2 can manage the evaluation of the support operator O for each user U. The server 2 can also calculate the average value of the evaluations made by a user U for the support operator O.

The server 2 also stores in the database 3 the total of the evaluation points of each user U given to each support operator O. As a result, the server 2 can also manage the evaluation of each support operator O as the user U as a whole. The server 2 can also calculate the average value of the user U's overall evaluation of the support operator O.

As shown in FIG. 6, the evaluation input screen has an icon for transitioning to a screen (not shown) for inputting a more detailed evaluation and a system evaluation, and a user U for recording an evaluation by voice. It also has an icon for transitioning to the screen (not shown).

Here, the communication regulation unit 44 regulates the mutual communication by the mutual communication execution unit 41 until the user U evaluates the support operator O. The communication regulation unit 44 also terminates the application program for mutual communication only when the user U evaluates the support operator O. In the unlikely event that the user U forcibly terminates the application program for mutual communication without evaluating the support operator O, the next time the user U starts the application program, the display control unit 43 of the support operator O The evaluation screen is displayed on the display unit 30. As a result, the communication terminal 1 according to the embodiment can increase the certainty of acquisition of the evaluation of the support operator O by the user U.

[Display of hourly unit price, etc.]
Returning to the description of FIG. As shown in FIG. 4, the display control unit 43 causes the display unit 30 to display the hourly unit price of the charge amount related to the mutual communication set for each of the plurality of support operators O in association with each of the plurality of support operators O. For example, in the example shown in FIG. 4, it is shown that the hourly unit price when communicating with the support operator O "AAAA" is W yen per minute, and "BBBB" is X yen per minute.

Further, the display control unit 43 also associates the evaluation result of the previous user U with each support operator O, the date of communication with each support operator O, and the communication time at that time with the support operator O. To display. Since the user U can refer to this information when selecting the support operator O who wants to communicate, it can be helpful in remembering the support operator O.

[Display calendar]
As described above, the communication terminal 1 according to the embodiment provides the user U with a function of selecting a support operator O who desires communication from a plurality of support operators O. Further, the display control unit 43 causes the display unit 30 to display information on whether or not the support operator O is online in the network N.

Even if the support operator O other than the support operator O who wants to communicate is online, the user U communicates after the support operator O who wants to communicate is offline when the support operator O is online. You may want to do it. However, if the user U does not know when the desired support operator O will be online, he / she must operate the communication terminal 1 many times to check the status of the support operator O.

Therefore, the display control unit 43 causes the display unit 30 to display the date and time when each of the plurality of support operators O is scheduled to be online on the network N. In the example shown in FIG. 4, when the user U taps the icon imitating the calendar displayed on the display unit 30 in association with each support operator O, the display control unit 43 displays the scheduled online date and time of the support operator O. It is displayed on the unit 30. As a result, the communication terminal 1 can save the user U from checking the status of the support operator O. The calendars of the plurality of support operators O are stored in the database 3. The display control unit 43 causes the display unit 30 to display the schedule acquired from the database 3 via the communication unit 10.

[Online notification]
Further, when the support operator O selected by the user U among the support operators O offline to the network N is online, the notification unit 46 notifies the user U to that effect.

FIG. 7 is a diagram schematically showing an example of a display screen displayed on the display unit 30 when the support operator O selected by the user U is brought online. FIG. 7 is an example of a display screen of the display unit 30 when “AAAA” is online when the user U selects “AAAA” which is the support operator O. When the support operator O selected by the user U is online, the notification unit 46 instructs the display control unit 43 to display a message indicating that the support operator O is online on the display unit 30.

As shown in FIG. 7, the display control unit 43 causes the display unit 30 to display an icon for the user U to start communication with the support operator O at the same time as a message indicating that the support operator O is online. As a result, the user U can immediately start communication with the desired support operator O simply by tapping the icon.

The notification unit 46 may notify the user U by voice or vibration instead of or in addition to instructing the display control unit 43 of a message indicating that the support operator O is online. This makes it easier for the user U to notice that the support operator O is online, for example, even when the user U is away from the communication terminal 1 or is stored in a carrying bag or the like. can.

In traditional support services in call centers, user U (1) looks for the call center's phone number, (2) moves to where the phone is, (3) enters the phone number, and (4) the support operator I had to go through complicated procedures such as waiting until I got out, and (5) explaining from 1 to a new support operator who did not know the past history. On the other hand, the communication terminal 1 according to the embodiment can provide an environment in which the user U can immediately communicate with the support operator O desired by the user U only by performing a few tap operations. As a result, the communication terminal 1 can greatly improve the convenience of the user U in the support service.

[Search function of support operator O]
The above description has been made on the premise that the support operator O that the user U wants to communicate with already exists. However, when the user U communicates with the support operator O for the first time, or when he / she desires a support operator O other than the support operator O that he / she always uses, it is convenient for the user U to have a function to search for the support operator O. Is. Therefore, the communication terminal 1 also provides the user U with the search function of the support operator O.

More specifically, as shown in FIG. 4, the display control unit 43 causes the display unit 30 to display an icon for the user U to provide a function of narrowing down the support operator O by using a search query. Although not shown, user U supports various conditions and categories (for example, support operator O's specialty field, support operator O's call history information, past evaluation results, etc.) by tapping the search icon. Operator O can be searched. The fields of specialty of the support operator O, past evaluation results, call history, and the like are stored in the database 3. The search function and the call function provided by the communication terminal 1 to the user U are realized by using the result of inquiring to the database 3.

Here, when performing a search based on past evaluation results or the like, the display control unit 43 may preferentially display the support operator O, which is highly evaluated by the user U, on the display unit 30. Since the support operator O, which is highly evaluated by the user U, is considered to have high quality in the support content, the display control unit 43 displays such a support operator O on the display unit 30 as a so-called "recommendation". As a result, the probability that the user U can receive high-quality support can be increased. In addition, the support operator O has more chances to get a job because his / her own evaluation is high, which can be a motivation to raise the evaluation.

The display control unit 43 is also different from the support operator O having a large number of past call histories, the support operator O who is highly evaluated by another user different from the user U, or the network N who is online and different from the user U. The support operator O who is not communicating with the user may be displayed on the display unit 30 of the computer with priority. As a result, the user U is more likely to communicate with the highly evaluated support operator O, and can immediately start communication with at least one of the support operators O.

[Simultaneous call function]
On the other hand, when the user U communicates with the support operator O for the first time, the user U may wish to communicate with one of the support operators O for the time being without selecting a specific support operator O. sell. Therefore, the communication terminal 1 according to the embodiment provides the user U with a simultaneous call function for simultaneously calling a plurality of support operators O.

Specifically, the user U can call a plurality of support operators O at the same time by tapping the first communication icon CI1 shown in FIG. As a result, the user U communicates with the support operator O who responded first among the called support operator O. In the conventional support service using a telephone, the user U has to take steps such as "calling" and "waiting for the response of the support operator O", whereas the communication terminal 1 supports with one operation. The function of communicating with the operator O can be provided to the user U.

That is, in a conventional call center, it often takes time to respond due to the limitation of the number of operators. On the other hand, according to the communication terminal 1 according to the embodiment, the labor system and the evaluation system of the support operator O are drastically different from the conventional ones, so that the number of the support operators O can be significantly increased. .. As a result, the response time required from the call by the user U to the response by the support operator O can be dramatically shortened.

<Information processing flow executed by communication terminal 1>
FIG. 8 is a flowchart showing a flow of information processing executed by the communication terminal 1 according to the embodiment. The process in the present invention starts, for example, when the power of the communication terminal 1 is turned on.

The mutual communication execution unit 41 activates the communication application when the user U taps the communication icon CI (S2). When the evaluation of the support operator O related to the previous communication has not been input (Yes in S4), the display control unit 43 causes the display unit 30 to display an evaluation input screen for inputting the evaluation of the support operator O (S6).

When the evaluation of the support operator O regarding the previous communication has been input (No in S4), the selection reception unit 45 accepts the selection of the support operator O that the user U wants to communicate with (S8). The mutual communication execution unit 41 provides the user U with mutual communication with the support operator O selected by the user U (S10).

Until the mutual communication between the user U and the support operator O is completed (No in S12), the mutual communication execution unit 41 continues to provide the mutual communication. When the mutual communication between the user U and the support operator O is completed (Yes in S12), the display control unit 43 causes the display unit 30 to display an evaluation input screen for inputting the evaluation of the support operator O (S14).

When the display control unit 43 causes the display unit 30 to display the evaluation input screen, the process in this flowchart ends. By repeating the above process, the control unit 40 of the communication terminal 1 continues the process of determining whether or not mutual communication is possible depending on the presence or absence of the evaluation input.

<Effects of the communication terminal 1 according to the embodiment>
As described above, according to the communication terminal 1 according to the embodiment, it is possible to manage the evaluation of the support operator O for each user U in the communication service with the user U.
In particular, the communication terminal 1 regulates mutual communication with the support operator O until the user U evaluates the support operator O. As a result, the communication terminal 1 can increase the certainty of acquiring the evaluation of the support operator O by the user U.

The communication terminal 1 also displays at least one of the charge amount and the talk time charged on the user U on the display unit 30 in real time while the user U and the support operator O are communicating with each other. As a result, the user U can communicate with the support operator O while checking the call charge and the communication time.
Further, the communication terminal 1 displays the hourly unit price of each of the plurality of support operators O on the display unit 30 in association with the support operator O. As a result, the user U can easily confirm the hourly unit price when selecting the support operator O.

The communication terminal 1 also provides the user U with a function of calling a plurality of support operators O at the same time. As a result, the user U can start communication with one tap when he / she wants to communicate with any of the support operators O immediately because anyone can do so. Even if the user U is unfamiliar with the operation of the communication terminal 1, he / she can easily communicate with the support operator O.

The communication terminal 1 further causes the display unit 30 to display the status of each of the plurality of support operators O in the network N. As a result, the user U can see at a glance whether or not he / she can immediately communicate with the support operator O who desires communication. When the support operator O is offline, the communication terminal 1 displays the schedule of the support operator O on the display unit 30. As a result, the user U can eliminate the complexity of operating the communication terminal 1 many times to check the status of the support operator O.

The communication terminal 1 notifies the user U when the support operator O selected by the user U, who is an offline support operator O, is online. As a result, the user U can know that the support operator O is online even if the user U does not actively check the communication terminal 1.

Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments. It will be apparent to those skilled in the art that various changes or improvements can be made to the above embodiments. It is clear from the description of the claims that such modified or improved forms may also be included in the technical scope of the present invention. An example of such a modification will be described below.

<First modification>
In the above, referring to FIG. 4, the case where the user U can communicate with the support operator O by tapping the name of the support operator O has been described. Specifically, the user U selects the second communication icon CI2 on the home screen and selects the name of the support operator O in the list, that is, a two-tap operation to quickly start communication with the support operator O. The case where it can be done was explained.

The communication terminal 1 according to the first modification is display information for the user U to start communication with a specific support operator O with one tap in place of or in addition to the second communication icon CI2. 3 The communication icon may be displayed on the display unit 30. The third communication icon is an icon that can be selected by the user U. When the user U selects the third communication icon, the user U can start communication with the support operator O associated with the icon.

The third communication icon includes the support operator O highly evaluated by the user U, the support operator O having a large number of past call histories, and the support operator O highly evaluated by another user different from the user U. The support operator O is associated with. When there are a plurality of corresponding support operators O, the support operator O having the highest evaluation by the user U or another user is associated with the support operator O.

In order to realize this, the storage unit 20 associates the past evaluation information received from the user U by the evaluation reception unit 42 and the current status in the network N with the contact information of the support operator O to be evaluated. Store. The display control unit 43 refers to the storage unit 20 and displays a third communication icon for starting communication with the support operator O who recommends communication to the user U, such as the support operator O who is highly evaluated by the user U. Display at 30. As a result, the user U can start communication with the support operator O with one tap.

<Second modification>
In the above, with reference to FIG. 4, the case where the result of the evaluation that the user U has made in the past with respect to the support operator O is displayed in the list of the support operator O with which the user U has had a conversation in the past has been described. Alternatively or additionally, the display control unit 43 may display the average of the past evaluations made by the user U for the support operator O, or the evaluation of the user U as a whole made for the support operator O. May display the average of. As a result, the user U can select the support operator O, which is statistically highly evaluated.

1 ... Communication terminal 2 ... Server 3 ... Database 4 ... Operator terminal 10 ... Communication unit 20 ... Storage unit 30 ... Display unit 40 ... Control unit 41 ... Mutual communication execution unit 42 ... Evaluation reception unit 44 ... Communication regulation unit 43 ... Display control unit 45 ... Selection reception unit 46 ... Notification unit N ... Network S ... Service system

Claims (8)

On the computer
A function of providing the user of the computer with mutual communication via a network with a communication partner, and
A function of causing the user to input the evaluation of the user regarding the communication partner after the mutual communication with the communication partner is completed.
If the evaluation is not entered, the function to regulate the provision of mutual communication and
A program that realizes. On the computer
Further realize a function of displaying at least one of the charge amount and the talk time charged to the user on the display unit of the computer during mutual communication between the communication partner and the user.
The program according to claim 1. On the computer
Further realize the function of allowing the user to select one communication partner from a plurality of communication partners.
The program according to claim 1 or 2. On the computer
Further, the function of displaying the hourly unit price of the billing amount for the mutual communication set for each of the plurality of communication partners on the display unit of the computer in association with the plurality of communication partners is realized.
The program according to claim 3. On the computer
Further realize the function of displaying the status of each of the plurality of communication partners in the network on the display unit of the computer.
The program according to claim 3 or 4. On the computer
Further realize a function of displaying the date and time when each of the plurality of communication partners is scheduled to be online on the network on the display unit of the computer.
The program according to any one of claims 3 to 5. On the computer
Among the communication partners offline to the network, when the communication partner selected by the user goes online, the function of notifying the user to that effect is further realized.
The program according to claim 5 or 6. On the computer
From the plurality of communication partners, at least the communication partner with a high evaluation, the communication partner with a large number of past call histories, the communication partner with a high evaluation by another user different from the user, or the communication partner online with the network. Further realize a function of displaying on the display unit of the computer by giving priority to a communication partner who is not communicating with another user different from the user.
The program according to any one of claims 3 to 7.

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