JP6954057B2 - Information processing system, information processing device, information processing method, and program - Google Patents

Description

The present invention relates to an information processing system, an information processing device, an information processing method, and a program.

Generally, when a user calls the call center for an inquiry, guidance by voice announcement is played, and when the user inputs a digit (dial number) according to the guidance, the operator is finally connected. Before using the call center, the user needs to find out the telephone number of the call center. However, when a telephone number is searched via the Internet, it may take some time to obtain a search result including the target telephone number depending on the search conditions. In connection with this, Patent Document 1 below discloses an invention relating to a telephone number search system capable of efficiently searching for a telephone number.

For example, Patent Document 1 below discloses a system capable of searching for a telephone number from an individual name or a company name via the Internet. For example, if you search by personal name, you can get the search result in which the telephone number information of the holders with the same pronunciation is displayed in a list. Furthermore, since personal information such as zip code and address is also included in the search results, by referring to the personal information, the telephone number information of the target holder can be efficiently obtained from among the holders with the same pronunciation. You can get it.

In addition, the call center must have an operator resident during business hours. However, labor costs will be incurred as much as the operator is resident. In connection with this, Patent Document 2 below discloses an invention relating to an automatic voice response system capable of automatically responding on behalf of an operator.

For example, in Patent Document 2 below, the information input by the user is analyzed, the analysis result is collated with a preset rule, and the processing specified in the collated rule is automatically executed, so that the operator can be informed. Instead, an automatic voice response system capable of responding to inquiries from users is disclosed. By introducing this system, the number of resident operators can be reduced and labor costs can be reduced.

JP-A-2002-06183 Japanese Unexamined Patent Publication No. 2003-188995

However, in the invention of Patent Document 2, since the user and the automatic voice response system communicate with each other by voice, if the user misses the voice, it is necessary to listen to the voice again, and it is necessary for the user to achieve the purpose. There was a problem that it took time.

Therefore, the present invention has been made in view of the above problems, and an object of the present invention is a new and improved method capable of reducing the time required to achieve the object when using the voice response system. The purpose is to provide information processing systems, information processing devices, information processing methods, and programs.

In order to solve the above problems, according to a certain viewpoint of the present invention, a voice response system that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. An information storage unit that stores connection destination information for connecting, processing information indicating processing associated with each of the plurality of options, and a screen indicating the plurality of options are displayed, and the screen is selected. Based on the process associated with the option, the display process of the next screen indicating a plurality of options in the next layer is controlled, the connection process to the operator, and the information input process by the user are not included, and the above. When the next layer corresponding to the process does not exist, the display control unit that controls the display process of the screen indicating the process information associated with the option and the process associated with the option selected on the screen are connected. When processing is included, the information processing system has a control unit that connects to the voice response system based on the connection destination information and transmits a tone signal corresponding to the option selected on the screen to the voice response system. Provided.

Further, in order to solve the above problem, according to another viewpoint of the present invention, a voice that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. An information storage unit that stores connection destination information for connecting to a response system and processing information indicating processing associated with each of the plurality of options, and a display that controls display processing of a screen indicating the plurality of options. When the control unit and the process associated with the option selected on the screen include a connection process, the control unit connects to the voice response system based on the connection destination information and outputs a tone signal corresponding to the option selected on the screen. It has a control unit for transmitting to the voice response system and a second acquisition unit for acquiring the processing information, and the second acquisition unit connects to the voice response system based on the connection destination information. When the processing information including the voice announcement output by the voice response system is acquired and it is confirmed that the connection processing to the operator has been started at the time of acquiring the processing information, the connection to the operator is disconnected. A processing system is provided.

The display control unit may control the display process of the next screen indicating a plurality of options in the next layer based on the process associated with the option selected on the screen.

The control unit may store the order in which the options are selected, and after connecting to the voice response system, transmit the tone signals corresponding to the options to the voice response system in the order.

The control unit may connect to the voice response system when the process associated with the option selected on the screen includes a connection process to the operator.

The control unit may connect to the voice response system when the process associated with the option selected on the screen includes an information input process by the user.

The information processing system further includes a first acquisition unit that acquires the connection destination information, and the first acquisition unit performs a keyword search using a search engine via the Internet and analyzes the search results. The connection destination information may be acquired with.

The second acquisition unit may acquire the plurality of options in the next layer corresponding to the options by transmitting the tone signal corresponding to the options to the voice response system in accordance with the voice announcement. good.

The second acquisition unit may record the voice announcement.

The second acquisition unit may convert the voice announcement acquired by the second acquisition unit into text.

The second acquisition unit may confirm that the connection process to the operator has been started by detecting the ring back tone.

The information storage unit may store the connection destination information and the processing information in association with each other.

Further, in order to solve the above problem, according to another viewpoint of the present invention, a voice that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. An information storage unit that stores connection destination information for connecting to the response system and processing information indicating processing associated with each of the plurality of options, and a screen indicating the plurality of options are displayed on the screen. Based on the process associated with the selected option, the display process of the next screen indicating a plurality of options in the next layer is controlled, and the connection process to the operator and the information input process by the user are not included. In addition, when the next layer corresponding to the process does not exist, the display control unit that controls the display process of the screen showing the process information associated with the option is associated with the option selected on the screen. When the process includes a connection process, the information includes a control unit that connects to the voice response system based on the connection destination information and transmits a tone signal corresponding to the option selected on the screen to the voice response system. A processing device is provided.

Further, in order to solve the above problem, according to another viewpoint of the present invention, a voice that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. An information storage unit that stores connection destination information for connecting to a response system and processing information indicating processing associated with each of the plurality of options, and a display that controls display processing of a screen indicating the plurality of options. When the control unit and the process associated with the option selected on the screen include a connection process, the control unit connects to the voice response system based on the connection destination information and outputs a tone signal corresponding to the option selected on the screen. A control unit for transmitting to the voice response system and a second acquisition unit for acquiring the processing information are provided, and the second acquisition unit connects to the voice response system based on the connection destination information and said. Information processing that acquires the processing information including the voice announcement output by the voice response system, and disconnects the connection to the operator when it is confirmed that the connection processing to the operator has started at the time of acquiring the processing information. Equipment is provided.

Further, in order to solve the above problem, according to another viewpoint of the present invention, a voice that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. The connection destination information for connecting to the response system and the processing information indicating the processing associated with each of the plurality of options are stored, and the screen showing the plurality of options is displayed and selected on the screen. Based on the process associated with the option, the display process of the next screen indicating a plurality of options in the next layer is controlled, and the connection process to the operator and the information input process by the user are not included. When the next layer corresponding to the process does not exist, controlling the display process of the screen showing the process information associated with the option and the process associated with the option selected on the screen are the connection processes. Is executed by the processor, including connecting to the voice response system based on the connection destination information and transmitting a tone signal corresponding to the option selected on the screen to the voice response system. Information processing methods are provided.

Further, in order to solve the above problem, according to another viewpoint of the present invention , a voice that presents a plurality of options, receives a tone signal corresponding to one of the options, and performs processing according to the tone signal. To store connection destination information for connecting to the response system and processing information indicating processing associated with each of the plurality of options, and to control display processing of a screen indicating the plurality of options. When the process associated with the option selected on the screen includes the connection process, the voice response system connects to the voice response system based on the connection destination information and outputs a tone signal corresponding to the option selected on the screen. The acquisition of the processing information includes the transmission to the voice response system and the acquisition of the processing information. Information executed by the processor, including disconnecting the connection to the operator, when the process information including the above is acquired and it is confirmed that the connection process to the operator has started at the time of acquiring the process information. A processing method is provided.

Further, in order to solve the above problems, according to another viewpoint of the present invention, a computer presents a plurality of options, receives a tone signal corresponding to one of the options, and processes according to the tone signal. An information storage unit that stores connection destination information for connecting to the voice response system for performing information processing, processing information indicating processing associated with each of the plurality of options, and a screen indicating the plurality of options are displayed. Based on the process associated with the option selected on the screen, the display process of the next screen indicating a plurality of options in the next layer is controlled, the connection process to the operator, and the information input process by the user are performed. Is not included, and when the next layer corresponding to the process does not exist, the display control unit that controls the display process of the screen indicating the process information associated with the option and the option selected on the screen When the associated processing includes connection processing, as a control unit that connects to the voice response system based on the connection destination information and transmits a tone signal corresponding to the option selected on the screen to the voice response system. An information processing program is provided to make it work.

Further, in order to solve the above-mentioned problems, according to another viewpoint of the present invention, a computer presents a plurality of options, receives a tone signal corresponding to one of the options, and processes according to the tone signal. The information storage unit that stores the connection destination information for connecting to the voice response system that performs the operation, the processing information indicating the processing associated with each of the plurality of options, and the display processing of the screen indicating the plurality of options. When the display control unit to be controlled and the process associated with the option selected on the screen include the connection process, the display control unit is connected to the voice response system based on the connection destination information and corresponds to the option selected on the screen. It functions as a control unit that transmits a tone signal to the voice response system and a second acquisition unit that acquires the processing information.
The second acquisition unit connects to the voice response system based on the connection destination information, acquires the processing information including the voice announcement output by the voice response system, and when the processing information is acquired, the operator is notified. When it is confirmed that the connection process has been started, an information processing program for disconnecting the connection to the operator is provided.

As described above, according to the present invention, it is possible to reduce the time required to achieve the object when using the voice response system.

It is explanatory drawing which shows the outline of the information processing system which concerns on embodiment of this invention. It is explanatory drawing which shows the structural example of the information processing system which concerns on this embodiment. It is explanatory drawing which shows the structural example of the table which registers the telephone number information which concerns on this embodiment. It is explanatory drawing which shows the registration example of the telephone number information which concerns on the same embodiment. It is explanatory drawing which shows the structural example of the table which registers the digit information which concerns on this embodiment. It is explanatory drawing which shows the registration example of the digit information which concerns on the same embodiment. It is a sequence diagram which shows the operation example of the server group at the time of the collection processing of telephone number information and digit information which concerns on the same embodiment. It is a flowchart which shows the detailed operation example of the server group at the time of the collection processing of the telephone number information and digit information which concerns on the same embodiment. It is a flowchart which shows the detail of the telephone number information collection processing which concerns on the same embodiment. It is a flowchart which shows the detail of the check process of the collection target of the digit information which concerns on the same embodiment. It is a flowchart which shows the detail of the digit information collection process which concerns on this embodiment. It is a flowchart which shows the operation example of the information processing system at the time of operating a mobile terminal which concerns on the same embodiment. It is explanatory drawing which shows the display example of the search screen which displays on the mobile terminal which concerns on this embodiment. It is explanatory drawing which shows the display example of the digit information to be displayed on the mobile terminal which concerns on this embodiment. This is a block showing a configuration example of the hardware of the server according to the same embodiment.

Embodiments of the present invention will be described in detail below with reference to the accompanying drawings. In the present specification and the drawings, components having substantially the same functional configuration are designated by the same reference numerals, so that duplicate description will be omitted.

Further, in the present specification and drawings, a plurality of components having substantially the same functional configuration or logical significance may be distinguished by adding different alphabets after the same reference numerals. However, if it is not necessary to particularly distinguish each of the plurality of components having substantially the same functional configuration or logical significance, only the same reference numerals are given to each of the plurality of components.

<< 1. Information processing system overview >>
An embodiment of the present invention relates to an information processing system for automatically connecting to a voice response system based on a user's selection. Hereinafter, the information processing system according to the embodiment of the present invention will be described using the call center as an example of the voice response system. The voice response system is not limited to the call center, and any voice response system may be provided.

FIG. 1 is an explanatory diagram showing an outline of an information processing system according to an embodiment of the present invention. As shown in FIG. 1, the server group 10 is connected to the mobile terminal 30 via the Internet 14.

(1) Server group 10
The server group 10 is composed of a plurality of servers, and is an information processing system for transmitting information corresponding to information input by a user, making a call to a call center, and performing connection processing to a call center operator. For example, the server group 10 transmits the information selected by the user according to the voice announcement of the call center. Further, when the processing corresponding to the information input by the user includes the connection processing to the call center, the server group 10 performs the connection processing by calling the call center, and further transmits the tone signal corresponding to the user's selection. By doing so, the process of connecting to the call center operator is also performed.

Further, the server group 10 can automatically collect the telephone number information (connection destination information) which is the information for calling the call center and the digit information which is the information for connecting to the operator via the Internet 14. can. Here, the telephone number information is information about the call center including the telephone number. Digit information is information related to voice announcements that are output when a call is made to a call center. For details of telephone number information and digit information, see << 2. This will be described in (3) Database server 150 of the configuration example of the information processing system >>.

(2) Mobile terminal 30
The mobile terminal 30 is a terminal used when a user calls a call center. An application that can make a call to a call center is installed in the mobile terminal 30. Further, since the mobile terminal 30 is connected to the server group 10 via the Internet 14, the user's operation content on the application can be transmitted to the server group 10, and a response corresponding to the transmission content can be transmitted to the server. It can be received from group 10. Specifically, when the user searches for a call center in the application and selects the target call center from the search results, the options corresponding to the selected call center are displayed on the screen. When the user selects an option displayed on the screen, the mobile terminal 30 receives a response corresponding to the option from the server group 10 and displays it as an option on the screen. The user can finally call the call center by proceeding with the selection of the options displayed on the screen. In the embodiment of the present invention, a mode in which a smartphone is used as the mobile terminal 30 will be described as an example, but the mobile terminal 30 used in the present invention is not limited to the smartphone, and any terminal may be used.

The outline of the information processing system according to the embodiment of the present invention has been described above with reference to FIG. Subsequently, a configuration example of the information processing system according to the embodiment of the present invention will be described.

<< 2. Information processing system configuration example >>
FIG. 2 is an explanatory diagram showing a configuration example of an information processing system according to an embodiment of the present invention. Hereinafter, a configuration example of the information processing system according to the embodiment of the present invention will be described with reference to FIG.

<2-1. Server group configuration example>
As shown in FIG. 2, the server group 10 of the information processing system according to the embodiment of the present invention includes an information collection server 130, a voice recognition server 140, a database server 150, a telephone exchange server 160, a call recording server 170, and a Web server 180. , Router 190, workgroup switch 195.

(1) Information collection server 130
The information collection server 130 has a function of collecting telephone number information and digit information. At the time of collecting telephone number information, the information collection server 130 performs processing as a first acquisition unit. Further, when collecting digit information, the information collection server 130 performs processing as a second acquisition unit. For example, the information collection server 130 connects to a search page of a preset URL and searches for a site for which telephone number information is to be collected using a preset search keyword. The search page is provided with a search engine that can search for information related to the keyword by inputting the keyword. The search keyword is a keyword associated with information related to the call center, such as "call center", "inquiry number", and "contact information".

When the information collection server 130 acquires the search result by the search engine, the information collection server 130 acquires the telephone number information by analyzing the acquired search result, and registers the acquired telephone number information in the database server 150. The procedure for analyzing the search results is as follows. First, the information collection server 130 acquires page resource data for each page of the search result, and connects to the site link included in the page resource data, for example. When the linked site includes telephone number information, the information collection server 130 acquires the telephone number information and registers it in the database server 150. At this time, the information collection server 130 may acquire the telephone number only for the telephone number in which the description such as "call center" is performed adjacent to the telephone number. As a result, the information collection server 130 can acquire telephone number information narrowed down to the telephone number of the call center. When the check of all the link destinations in one page is completed, the information collection server 130 acquires the page resource data of the next page and checks all the link destinations included in the acquired page resource data. The information collection server 130 collects telephone number information by repeating the above-mentioned process until the check of all the link destinations of all the pages is completed.

The information collection server 130 also has a function related to collecting digit information. For example, the information collection server 130 has a function of controlling call processing when collecting digit information. For example, the information collection server 130 checks the telephone number information registered in the database server 150 to confirm whether or not the telephone number is the target for collecting digit information. When the telephone number to be collected exists, the information collection server 130 instructs the telephone exchange server 160 to call the telephone number.

The information collection server 130 also has a function of analyzing the content of the text-written voice announcement and acquiring digit information. For example, the information collection server 130 acquires text data from the voice recognition server 140, acquires digit information by analyzing the acquired text data, and registers the acquired digit information in the database server 150.

The information collection server 130 also has a function of determining whether or not all digit information has been collected. For example, the information collection server 130 analyzes the text data and confirms whether or not a branch corresponding to the selected digit number exists. If the branch destination digit information is not registered in the database server 150, the information collection server 130 instructs the telephone exchange server 160 to call again in order to acquire the branch destination digit information. When giving an instruction to the telephone exchange server 160, the information collection server 130 transmits the information of the digit number selected to proceed to the branch destination of the voice announcement to the telephone exchange server 160.

(2) Voice recognition server 140
The voice recognition server 140 has a function of converting voice data into text data, and performs processing as a part of a second acquisition unit. For example, the voice recognition server 140 acquires the voice data of the voice announcement recorded by the call recording server 170, and converts the acquired voice data into text data. After converting the voice data into the text data, the voice recognition server 140 registers the text data in the database server 150. Further, the voice recognition server 140 transmits the text data to the information collection server 130.

(3) Database server 150
The database server 150 has a function of storing telephone number information and digit information, and performs processing as an information storage unit. For example, the database server 150 stores telephone number information collected by analyzing a site searched by the information collection server 130 using a search engine. Further, the database server 150 stores the digit information collected by the information collection server by analyzing the text data of the voice announcement. Then, the database server 150 stores the acquired telephone number information and the digit information in association with each other. Here, the telephone number information and the digit information will be specifically described with reference to FIGS. 3 to 6.

(Telephone number information)
Hereinafter, the telephone number information will be specifically described with reference to FIGS. 3 and 4. FIG. 3 shows a table structure when the database server 150 stores telephone number information. FIG. 4 shows an example of specific data of telephone number information registered in PhoneNo_tbl of the database server 150. As shown in FIG. 3, the data item of the table (PhoneNo_tbl) for storing the telephone number information is composed of Auto_NO, Phone_No, Domine_Name, Site_Name, Valid_Flag, Comp_Flag, and Update_Date.

(Auto_NO)
Auto_NO is a primary key and is an automatically numbered number. In Auto_No, for example, numbers numbered sequentially from 1 such as "00000001" and "00000002" shown in FIG. 4 are registered. The number of digits of the number registered in Auto_No is not limited to 8 digits, and an arbitrary number of digits such as 10 digits may be set. Further, the method of numbering Auto_No is not limited to the method of numbering sequentially from 1, and any method may be used for numbering.

(Phone_No)
Phone_No is the telephone number of the call center. In Phone_No, for example, a telephone number that does not include a hyphen, such as "0120100101" and "0120200201" shown in FIG. 4, is registered.

(Domain_Name)
Domain_Name is the domain name of the site from which the call center information was acquired. In Domain_Name, for example, the domain name of the site from which the telephone number information has been acquired is registered, such as "aaabank.com" and "bbbbbank.com" shown in FIG.

(Site_Name)
Site_Name is the company name of the call center obtained from the domain name. As shown in FIG. 4, a company name is registered in Site_Name, for example, "AAA Bank" or "BBB Bank".

(Valid_Flag)
Valid_Flag is a flag indicating whether or not the telephone number information is valid. Flags are registered in Valid_Flag, for example, as shown in FIG. 4, "1", "2", and "3". The number of digits of Valid_Flag is not limited to one digit, and any number of digits may be set.

Here, the types of Valid_Flag will be described. For example, Valid_Flag is set with one of the flags "1" (valid), "2" (under construction), and "3" (invalid). When Valid_Flag = 1 (valid), it indicates that the telephone number of the same record is valid, and the telephone number is used when the telephone exchange server 160 calls the call center. When Valid_Flag = 2 (creating), it indicates that the information collection server 130 is acquiring the digit information associated with the telephone number information of the same record. When Valid_Flag = 3 (invalid), it indicates that the telephone number of the same record is invalid. If only a record of Valid_Flag = 2 (under construction) or 3 (invalid) exists in a certain telephone number, the information collection server 130 cannot acquire the telephone number. Therefore, since the telephone exchange server 160 cannot acquire the telephone number from the information collection server 130, it cannot make a call to the call center of the telephone number. However, if there is at least one record of the telephone number with Valid_Flag = 1 (valid), the information collection server 130 can acquire the telephone number. Therefore, the telephone exchange server 160 can acquire the telephone number from the information collection server 130, and can make a call to the call center of the telephone number.

(Comp_Flag)
Comp_Flag is a flag indicating whether or not the server group 10 has completed the investigation of the digit information corresponding to the telephone number. Flags are registered in Comp_Flag, for example, as "0" and "1" shown in FIG. The number of digits of Comp_Flag is not limited to one digit, and any number of digits may be set.

Here, the types of Comp_Flag will be described. For example, Comp_Flag is set with one of 0 (OFF) and 1 (ON) flags. When Comp_Flag = 0 (OFF), it indicates that the investigation of the digit information corresponding to the record has not been completed. When Comp_Flag = 1 (ON), it indicates that the investigation of the digit information corresponding to the record has been completed.

(Update_Date)
Update_Date is a date indicating the last update date. The update date is registered in Update_Date in the format of "YYYYMMDD", for example, "20171110" and "20171201" shown in FIG. The format of the date registered on the last update date is not particularly limited, and a date of any format may be registered.

The record of PhoneNo_tbl is generation-managed. For example, when the digit information is updated, the Valid_Flag of the PhoneNo_tbl record to be updated of the digit information is 2 (under creation) until the update is completed. Therefore, when there is only one generation of PhoneNo_tbl records, the information collection server 130 cannot acquire the telephone number, so that the telephone exchange server 160 cannot call the telephone number corresponding to the digit information being updated. Therefore, by managing one telephone number up to two generations, it is possible for PhoneNo_tbl to have records of Valid_Flag = 1 (valid) and Valid_Flag = 2 (under construction) at the same time for one telephone number. From the above, even if the digit information of a certain telephone number is being updated, the information collection server 130 can acquire the telephone number from the record of Valid_Flag = 1 (valid) and transmit the telephone number to the telephone exchange server 160. can. Then, the telephone exchange server 160 that has received the telephone number can make a call to the telephone number.

(Digit information)
Hereinafter, the digit information will be specifically described with reference to FIGS. 5 and 6. FIG. 5 shows a table configuration when the database server 150 stores digit information. FIG. 6 shows an example of specific data of digit information registered in Digit_tbl of the database server 150. As shown in FIG. 5, the table (Digit_tbl) for storing digit information is composed of Auto_NO, ID, P_No, Digit, Layer, Last_Layer, and Description. The database server 150 hierarchically stores digit information including processing information based on P_No, Layer, and Last_Layer.

(Auto_NO)
Auto_NO is a primary key and is an automatically numbered number. In Auto_No, for example, numbers numbered sequentially from 1 such as "00000001" and "00000002" shown in FIG. 6 are registered. The number of digits of the number registered in Auto_No is not limited to 8 digits, and an arbitrary number of digits such as 10 digits may be set. Further, the method of numbering Auto_No is not limited to the method of numbering sequentially from 1, and Auto_No may be numbered by any method.

(ID)
The ID is Auto_No of the PhoneNo_tbl record associated with the Digit_tbl record. That is, the database server 150 associates PhoneNo_tbl and Digit_tbl by ID. As the ID, for example, Auto_No of the PhoneNo_tbl record associated with the Digit_tbl record is registered, as in "00000005" shown in FIG. The number of digits of the number registered in the ID is not limited to eight, and an arbitrary number of digits may be set according to the number of digits of Auto_No of PhoneNo_tbl.

(P_No)
P_No is Auto_No of the record in Digit_tbl indicating the parent hierarchy. In P_No, for example, Auto_No of the record in Digit_tbl, which is the parent hierarchy of the hierarchy of the own record, is registered, such as "00000000000" and "00000001" shown in FIG. The number of digits of the number registered in P_No is not limited to eight, and an arbitrary number of digits may be set according to the number of digits of Auto_No in the parent hierarchy.

(Digit)
Digit is a digit number. In the Digit, for example, a digit number instructed to be input in the voice announcement, such as "01" and "02" shown in FIG. 6, is registered. For example, when the information collection server 130 recognizes the content of the voice announcement such as "For those who consult about a mortgage, 1", the information collection server 130 analyzes the part where the content of the voice announcement is separated. Specifically, the information collection server 130 analyzes that the content of the announcement is separated by "ha" and "o", and divides the content of the voice announcement into "for mortgage consultation" and "1". Can be recognized. Then, the information collection server 130 can register the "person who consults about the mortgage" as the description described later, and "1" as the digit number in the database server 150. The number of digits of the number registered in Digit is not limited to two digits, and an arbitrary number of digits may be set according to the digit number used in the voice announcement of each call center.

(Layer)
Layer is a value indicating a hierarchy. In the Layer, for example, values indicating the hierarchy of the own record, such as "01" and "02" shown in FIG. 6, are registered. In the present embodiment, when the layer of a certain record is "01", it indicates that the digit information of the record is the digit information associated with the options of the first layer. Further, when the layer of a certain record is "02", it indicates that the digit information of the record is the digit information associated with the options of the second layer. Here, the option of the first layer is an option displayed on the next screen when, for example, the user searches for a call center on the mobile terminal 30 and selects a target call center from the search result list. The second-layer option is an option displayed on the next screen when the user selects the first-layer option. The number of digits of the number registered in the Layer is not limited to two, and any number of digits may be set.

(Last_Layer)
Last_Layer indicates that the digit number of the record is the final layer, and indicates information regarding processing when an option associated with the digit number is selected. Also, Last_Layer is a part of the processing information. In Last_Layer, for example, numerical values indicating whether or not it is the final layer, such as "00" and "01" shown in FIG. 6, are registered. In the embodiment of the present invention, "00" indicates that it is not the final layer, and "01" indicates that it is the final layer and the connection process to the operator is performed. For example, in the call processing of the telephone exchange server 160, when the connection to the operator is started when the telephone exchange server 160 selects the digit number, the digit number may be recognized as the final layer. Then, "01" is registered in the Last_Layer of the digit number. In addition, "01" may be set in the Last_Layer of the record in which the Layer is "01". That is, the first layer may be the final layer. When the first layer is the final layer and the user selects an option in the first layer, the next screen is not a screen for displaying the options but a screen for confirming the connection to the operator. The number registered in Last_Layer is not limited to "00" and "01". Further, the number of digits of Last_Layer is not limited to two digits, and any number of digits may be set.

(Description)
The Description indicates the content of the textualized voice announcement. Description is a part of the processing information. In the Description, for example, the content of the announcement is registered in the form of "item number + text" as shown in "1. Mortgage consultation" shown in FIG. The format of the content of the voice announcement registered in the description is not particularly limited, and the content of the voice announcement in any format may be registered. For example, the content of the voice announcement in the text-only format may be registered without adding the item number.

(4) Telephone exchange server 160
The telephone exchange server 160 has a function related to call processing to the call center. The specific call processing is performed by the softphone function of the telephone exchange server 160. When the call processing is controlled by the digit information collection processing, the telephone exchange server 160 performs the processing as a part of the second acquisition unit. For example, in the digit information collection process, when the telephone exchange server 160 receives a call instruction from the information collection server 130 to the call center, the telephone exchange server 160 calls the telephone number received from the information collection server 130. At the same time as calling the call center, the telephone exchange server 160 instructs the call recording server 170 to record the voice announcement output from the call center. Further, the telephone exchange server 160 has a function of transmitting a tone signal corresponding to the digit number according to a voice announcement output from the call center. When the telephone exchange server 160 receives the voice announcement corresponding to the transmitted tone signal, the telephone exchange server 160 again follows the voice announcement and transmits the tone signal. The telephone exchange server 160 repeats the process of transmitting the tone signal described above, and when it detects the ringback tone after transmitting the tone signal, it determines that the connection process to the operator has started and cuts off the power. That is, the telephone exchange server 160 completes the call. Further, the telephone exchange server 160 may determine that the connection process to the operator has been started by detecting the tone request sound or the silent time in addition to the ringback tone detection. As a result, the telephone exchange server 160 can be turned off before the connection to the operator is completed. Further, when the telephone exchange server 160 recognizes a voice announcement such as "connect to the operator" after transmitting the tone signal, it may determine that the connection process to the operator has started. The voice announcement according to the transmitted tone signal includes information on a plurality of options in the next layer.

Further, when the call processing is performed based on the operation of the user on the mobile terminal 30, the telephone exchange server 160 performs the processing as a part of the control unit. For example, when the process associated with the option selected by the user includes the process of connecting to the operator, the telephone exchange server 160 acquires the telephone number and the order in which the user selects the option from the Web server 180. After calling the acquired telephone number, the telephone exchange server 160 transmits a tone signal corresponding to the option to the call center according to the acquired order, and connects to the operator.

(5) Call recording server 170
The call recording server 170 has a function of recording a voice announcement, and performs processing as a part of a second acquisition unit. For example, the call recording server 170 records a voice announcement based on a recording instruction from the telephone exchange server 160. Upon receiving the voice announcement recording instruction from the telephone exchange server 160, the call recording server 170 acquires and records the voice announcement output from the call center called by the telephone exchange server 160. Further, when the call recording server 170 finishes recording the voice announcement, the call recording server 170 transmits the recorded voice data of the voice announcement to the voice recognition server 140.

(6) Web server 180
The Web server 180 has a function of returning a response in response to a request of an application installed on the mobile terminal 30. When the Web server 180 controls the display processing of the screen to be displayed on the mobile terminal 30, the Web server 180 performs the processing as a display control unit. For example, the Web server 180 transmits information according to a request from the mobile terminal 30 based on the user's input to the mobile terminal 30 via the Internet 14. Specifically, when the user starts the application installed on the mobile terminal 30, the mobile terminal 30 requests the Web server 180 for the initial screen information of the application. The Web server 180 that has received the request acquires information about the initial screen from the database server 150 and transmits it to the mobile terminal 30. The mobile terminal 30 can display the initial screen based on the initial screen information received from the Web server 180.

Further, when the user selects an option displayed on the screen of the mobile terminal 30, the mobile terminal 30 requests the Web server 180 for digit information of the next layer according to the user's selection. Upon receiving the request, the Web server 180 acquires a plurality of digit information including the options of the next layer associated with the options selected by the user from the database server 150 and transmits them to the mobile terminal 30. Based on the digit information received from the Web server 180, the mobile terminal 30 can display the next screen showing a plurality of options in the next layer.

Further, when controlling the connection process to the call center, the Web server 180 performs the process as a part of the control unit. For example, when the user selects an option including connection processing to the call center on the screen of the mobile terminal 30, the mobile terminal 30 instructs the Web server 180 to call the call center. Upon receiving the instruction, the Web server 180 acquires telephone number information including the telephone number of the call center from the database server 150, and instructs the telephone exchange server 160 to call the acquired telephone number. Further, the Web server 180 stores the order in which the user selects the options on the screen of the mobile terminal 30, and when instructing the telephone exchange server 160 to make a call, the Web server 180 transmits the stored order to the telephone exchange server 160. ..

(7) Router 190
The router 190 has a function of controlling relay of a plurality of different networks and transfer processing of data received from a connection destination. For example, the router 190 relays the network in the server group 10 and the Internet 14. When data is received from the mobile terminal 30 via the Internet 14, the router 190 determines to which server in the server group 10 the received data is to be transferred, and transfers the data based on the determination result.

(8) Workgroup switch 195
The workgroup switch 195 has a function of managing data transmission / reception in units of workgroups.

As described above, a configuration example of the server group 10 of the information processing system according to the embodiment of the present invention has been described with reference to FIGS. 2 to 6. Subsequently, a configuration example of the network of the information processing system according to the embodiment of the present invention will be described.

<2-2. Network configuration example>
As shown in FIG. 2, the network of the information processing system according to the embodiment of the present invention has a configuration in which various devices are connected via the Internet 14 and the PSTN (Public Switched Telephone Network) 18.

(1) Internet14
The Internet 14 is a network that connects a plurality of terminals. For example, the Internet 14 makes it possible for a user to use an application installed on the mobile terminal 30 by connecting the mobile terminal 30 and the server group 10. Further, for example, the Internet 14 connects the information collection server 130 and a computer that provides a search engine so that the information collection server 130 can use the search engine via the Internet 14.

(2) PSTN18
PSTN18 is a telephone network of fixed telephone lines. The telephone exchange server 160 can make a call to the call center via PSTN18.

The configuration example of the information processing system according to the embodiment of the present invention has been described above with reference to FIGS. 2 to 6. Subsequently, an operation example of the information processing system according to the embodiment of the present invention will be described.

<< 3. Operation example >>
Hereinafter, an operation example of the information processing system according to the embodiment of the present invention will be described. First, an operation example of the server group 10 at the time of acquiring each information will be described.

<3-1. Operation example of server group 10 when acquiring each information>
Hereinafter, an operation example of the server group 10 at the time of collecting and processing the telephone number information and the digit information will be described with reference to FIGS. 7 to 11. FIG. 7 is a sequence diagram showing an operation example of the server group 10 at the time of collecting and processing the telephone number information and the digit information. FIG. 8 is a flowchart showing a detailed operation example of the server group 10 at the time of collecting and processing the telephone number information and the digit information. FIG. 9 is a flowchart showing details of the telephone number information collection process. FIG. 10 is a flowchart showing details of the check process for collecting digit information. FIG. 11 is a flowchart showing the details of the digit information collection process.

<3-1-1. Outline of operation of server group 10 at the time of acquiring each information>
Hereinafter, with reference to FIG. 7, the input / output relationship between the servers of the server group 10 and the outline of the processing of each server at the time of collecting the telephone number information and the digit information will be described. The processes of steps S1000 to S1008 shown in FIG. 7 indicate a process in which the information collection server 130 collects telephone number information. As shown in FIG. 7, the information collection server 130 requests the search engine to perform a keyword search (step S1000). The search engine that received the request performs a search using the keyword received from the information collection server 130, and transmits the search result to the information collection server 130 (step S1004). The information collection server 130 that has received the search result acquires the telephone number information of the call center or the like by analyzing the search result (step S1006), and registers the acquired telephone number information in the database server 150 (step S1008). As described above, the information collection server 130 collects telephone number information and creates PhoneNo_tbl in the database server 150.

Next, the information collection server 130 collects digit information related to each telephone number information registered in PhoneNo_tbl, and creates Digit_tbl in the database server 150. The process of steps S1012 to S1060 shown in FIG. 7 indicates a process in which the information collection server 130 collects digit information. As shown in FIG. 7, first, the information collection server 130 requests the database server 150 for telephone number information (step S1012). Upon receiving the request, the database server 150 transmits the telephone number information to the information collection server 130 (step S1016). The information collection server 130 that has received the telephone number information instructs the telephone exchange server 160 to call the telephone number (for example, the telephone number of the BBB bank) included in the telephone number information (step S1020). Upon receiving the instruction, the telephone exchange server 160 calls the telephone number of the BBB bank instructed by the information collection server 130 (step S1024). At the same time as the call is made, the telephone exchange server 160 instructs the call recording server 170 to record the voice announcement (step S1028). Upon receiving the instruction, the call recording server 170 acquires and records the voice announcement output by the voice response system of the BBB bank when the telephone exchange server 160 calls the BBB bank (steps S1032, 1036). After recording the voice announcement, the call recording server 170 transmits the recorded voice announcement to the voice recognition server 140 (step S1040).

The voice recognition server 140 that has received the voice announcement converts the content of the voice announcement into text (step S1044). After the text is converted, the voice recognition server 140 registers the converted text in the database server 150 (step S1048) and transmits the converted text to the information collection server 130 (step S1052). The information collection server 130 that has received the text analyzes the text (step S1056), and registers the digit information acquired by the analysis in the database server 150 (step S1060).

As described above, with reference to FIG. 7, the input / output relationship between the servers of the server group 10 and the outline of the processing of the server group 10 at the time of collecting the telephone number information and the digit information have been described. Subsequently, a detailed operation example of the server group 10 at the time of acquiring each information will be described.

<3-1-2. Detailed operation example of the server group 10 at the time of acquiring each information>
Hereinafter, a detailed operation example of the server group 10 at the time of collecting and processing the telephone number information and the digit information according to the embodiment of the present invention will be described with reference to FIG. As shown in FIG. 8, the server group 10 collects telephone number information (step S1100). For details on the collection process of telephone number information, refer to <3-1-3. Collection process of telephone number information> will be explained. After the telephone number information collection process, the server group 10 performs a check process for collecting digit information (step S1104). For details of the check process for collecting digit information, see <3-1-4. Check process for collecting digit information>.

After the check processing of the digit information collection target, the server group 10 confirms whether or not the telephone number for which the digit information is collected exists in PhoneNo_tbl (step S1108). Note that the telephone number of Comp_Flg = 0 (off) is the target of collecting digit information, and the telephone number of Comp_Flg = 1 (on) is not the target of collecting digit information. If the telephone number for which digit information is to be collected does not exist (step S1108 / NO), the server group 10 ends the process.

When the telephone number for which the digit information is to be collected exists (step S1108 / YES), the server group 10 confirms whether or not the digit information of the telephone number for which the digit information is to be collected exists in Digit_tbl (step). S1112). When the digit information of the telephone number for which the digit information is to be collected does not exist in Digit_tbl (step S1112 / NO), the server group 10 proceeds to the process of step S1124. If the Digit_tbl contains the digit information of the telephone number for which the digit information is to be collected (step S1112 / YES), the server group 10 determines whether or not the existing digit information has a record of Valid_Flag = 3 (invalid). Is confirmed (step S1116). When the record of Valid_Flag = 3 (invalid) exists (step S1116 / YES), the server group 10 deletes the record of Valid_Flag = 3 (invalid) (step S1120), and proceeds to the digit information collection process. When there is no record of Valid_Flag = 3 (invalid) (step S1116 / NO), the server group 10 proceeds to the process of step S1124 without performing any particular process.

In the digit information collection process, the server group 10 repeats the digit information collection process until all the digit information is collected (step S1124). For details of the digit information collection process (step S1128), refer to <3-1-5. Digit information collection process> will be explained. After the digit information collection process, the server group 10 updates the Flag of PhoneNo_tbl (step S1132). Specifically, when there is a record in which Comp_Flag = 0 (OFF) and Valid_Flag = 1 (valid), the server group 10 updates Valid_Flag of the record to 3 (invalid). If there is a record with Comp_Flag = 0 (OFF) and Valid_Flag = 2 (under construction), the server group 10 updates Comp_Flag of the record to 1 (ON) and Valid_Flag to 1 (valid). After updating the Flag of PhoneNo_tbl, the server group 10 again confirms whether or not the telephone number for which digit information is to be collected exists in PhoneNo_tbl (step S1108). When the telephone number for which the digit information is to be collected exists (step S1108 / YES), the server group 10 repeats the processes of steps S1112 to S1132 until the telephone number for which the digit information is to be collected no longer exists. If the telephone number for which the digit information is to be collected does not exist (step S1108 / NO), the server group 10 ends the collection process of the telephone number information and the digit information.

As described above, a detailed operation example of the server group 10 at the time of collecting and processing the telephone number information and the digit information has been described with reference to FIG. Subsequently, the details of the collection process of the telephone number information will be described.

<3-1-3. Collection process of phone number information>
Hereinafter, the details of the telephone number information collection process will be described with reference to FIG. As shown in FIG. 9, the server group 10 sets the URL of the search page (step S1200). After setting the URL, the server group 10 sets a search keyword to be used in the search (step S1204). After setting the search keyword, the server group 10 sends an HTTP request to the search page and acquires the page resource data of the page on which the search result is displayed (step S1208). After acquiring the page resource data, the server group 10 analyzes the page resource data and acquires a link to the site displayed in the search result (step S1212). After acquiring the link, the server group 10 confirms whether or not the linked site information has been registered (step S1216). When the linked site information is not registered (step S1216 / No) and the linked site has a telephone number associated with the search keyword (step S1220 / YES), the server group 10 sets the telephone number. Register the including telephone number information in PhoneNo_tbl (step S1224). When registering the telephone number information, the server group 10 registers Comp_Flag at 0 (OFF). If the telephone number associated with the search keyword does not exist on the linked site (step S1220 / NO), the process proceeds to step S1236 without performing any particular process. If the linked site information has been registered (step S1216 / YES) and the linked site information has been updated (step S1228 / YES), the server group 10 uses the PhoneNo_tbl telephone number information. Update (step S1232). If the linked site information has not been updated (step S1228 / NO), the server group 10 proceeds to the process of step S1236 without performing any particular process.

In step S1236, the server group 10 confirms whether or not all the link destinations in the page resource data have been checked (step S1236). When the check of all the link destinations is not completed (step 1236 / NO), the server group 10 acquires the link destinations of the next site (step S1240), and repeats the processes of steps S1216 to S1236. When the check of all the link destinations is completed (step S1236 / YES), the server group 10 confirms whether or not the next page exists in the search result (step S1244). When the next page exists (step S1244 / YES), the server group 10 acquires the page resource data of the next page (step S1248), and repeats the processes of steps S121 to S1244. If the next page does not exist (step S1244 / NO), the server group 10 ends the telephone number information collection process.

The details of the telephone number information collection process have been described above with reference to FIG. Subsequently, the details of the check process for collecting the digit information will be described.

<3-1-4. Check process for collecting digit information>
Hereinafter, the details of the check process for collecting the digit information will be described with reference to FIG. As shown in FIG. 10, the server group 10 repeats the check process until the check of all the records of PhoneNo_tbl is completed (step S1300). In the check process, the server group 10 confirms whether or not there is a record whose valid flag = 1 (valid) and whose last update date is one month or more ago (step S1304). When the valid flag = 1 (valid) and there is a record whose last update date is one month or more ago (step S1304 / YES), the server group 10 determines that the telephone number of the record is the update target, and Comp_Flg. Is set to 0 (OFF) (step S1308). After completing the check of all the records of PhoneNo_tbl, the server group 10 performs the process of S1108 of FIG.

As described above, the details of the check process for collecting the digit information have been described with reference to FIG. Subsequently, the details of the digit information collection process will be described.

<3-1-5. Digit information collection process>
Hereinafter, the details of the digit information collection process will be described with reference to FIG. As shown in FIG. 11, the server group 10 makes a call (step S1400). After the call is made, the server group 10 starts recording the call data (voice announcement) output from the voice answering system at the time of the call (step S1404). The server group 10 transmits a tone signal according to the voice announcement (step S1408). After transmitting the tone signal, the server group 10 confirms whether or not the end signal has been detected (step S1412). When the end signal is not detected (step S1412 / NO), the server group 10 repeats the tone signal transmission process according to the voice announcement until the end signal is detected. When the end signal is detected (step S1412 / YES), the server group 10 cuts off the power (step S1416), and the server group 10 ends the recording of the call data (step S1420). After the recording is completed, the server group 10 converts the recorded data into text (step S1424). After the text conversion, the server group 10 analyzes the text data (step S1428). After analyzing the text data, the server group 10 registers the digit information included in the analysis result in Digit_tbl (step S1432).

As described above, the details of the digit information collection process have been described with reference to FIG.

As described above, an operation example of the server group 10 at the time of acquiring each information according to the embodiment of the present invention has been described with reference to FIGS. 7 to 11. Subsequently, an operation example at the time of connecting to the voice response system by operating the mobile terminal according to the embodiment of the present invention will be described.

<3-2. Operation example when connecting to a voice response system by operating a mobile terminal>
Hereinafter, an operation example at the time of connecting to the voice response system by operating the mobile terminal will be described with reference to FIGS. 12 to 14. FIG. 12 is a flowchart showing an operation example of the information processing system when operating the mobile terminal. FIG. 13 is an explanatory diagram showing a display example of a search screen displayed on the mobile terminal. FIG. 14 is an explanatory diagram showing a display example of digit information to be displayed on the mobile terminal.

<3-2-1. Example of operation of information processing system when operating mobile terminal>
Hereinafter, an operation example of the information processing system when operating the mobile terminal will be described with reference to FIG. The process of steps S1500 to S1516 shown in FIG. 12 indicates a process in which the mobile terminal 30 acquires an initial screen when the user starts an application installed on the mobile terminal 30. As shown in FIG. 12, when the user operates the mobile terminal 30, the mobile terminal 30 requests screen information from the Web server 180 (step S1500). Upon receiving the request, the Web server 180 requests the database server 150 for screen information (step S1504). Upon receiving the request, the database server 150 transmits the screen information to the Web server 180 (step S1508). The Web server 180 that has received the screen information transmits the screen information to the mobile terminal 30 (step S1512). The mobile terminal 30 that has received the screen information displays the received screen information on the screen (step S1516).

Further, the process of steps S152 to S1536 shown in FIG. 12 is a process in which the mobile terminal 30 acquires a display screen according to the user's selection when the user selects an option displayed on the screen of the mobile terminal 30. Shown. As shown in FIG. 12, when the user selects an option displayed on the screen of the mobile terminal 30, the mobile terminal 30 requests digit information from the Web server 180 (step S1520). Upon receiving the request, the Web server 180 requests the database server 150 for digit information (step S1524). Upon receiving the request, the database server 150 transmits the digit information to the Web server 180 (step S1528). The Web server 180 that has received the digit information transmits the digit information to the mobile terminal 30 (step S1532). The mobile terminal 30 that has received the digit information displays the received digit information on the screen (step S1536).

Further, in the processes of steps S1540 to S1556 shown in FIG. 12, when the user selects the option of the final layer displayed on the screen of the mobile terminal 30, the mobile terminal 30 automatically calls the voice response system and calls the voice response system. The process of transmitting a tone signal is shown. As shown in FIG. 12, when the user selects the option of the final layer displayed on the screen of the mobile terminal 30, the mobile terminal 30 requests the Web server 180 to call the voice response system (step S1540). Upon receiving the request, the Web server 180 requests the database server 150 for the telephone number information of the voice response system (step S1544). Upon receiving the request, the database server 150 transmits the telephone number information to the Web server 180 (step S1548). The Web server 180 that has received the telephone number information instructs the telephone exchange server 160 to call the telephone number included in the telephone number information (step S1552). Upon receiving the instruction, the telephone exchange server 160 calls the voice response system of BBB Bank and transmits a tone signal to perform a process of connecting to the operator (step S1556).

As described above, an operation example of the information processing system when operating the mobile terminal has been described with reference to FIG. Subsequently, a display example of the search screen displayed on the mobile terminal 30 will be described.

<3-2-2. Screen display example of mobile terminal 30>
Hereinafter, a display example of the search screen displayed on the mobile terminal 30 will be described with reference to FIG. First, when the application is started on the mobile terminal 30, the screen 1 shown in FIG. 13 is displayed as the initial screen on the screen of the mobile terminal 30. The screen 1 is an initial screen, and is composed of an application name 300, a menu 302, a menu 304, a menu 306, and a menu 308. The application name 300 is. This is the display area where the title of the application is displayed. For example, in the application name 300, the application name is displayed as "IVR search application". In addition, application menus are displayed in menus 302 to 308. The contents of each menu are, for example, displayed as "category" in menu 302, "search" in menu 304, "bookmark" in menu 306, and "history" in menu 308. When the user selects any of the menus 302 to 308, the screen 1 transitions to the screen corresponding to each menu. For example, when the user selects "search" in the menu 304, the screen 1 transitions to the screen 2 which is the search screen.

The screen 2 is a search screen, and is composed of a search window 310, a search result 312, a search result 314, a search result 316, and a back button 318. The search window 310 is composed of a search keyword input field and a search button. For example, when "bank" is entered in the input field and the search button is pressed, search results 312 to 316 are displayed as search results. The content of each search result is, for example, displayed as "AAA bank" in the search result 312, "BBB bank" in the search result 314, and "CCC bank" in the search result 316. The back button 318 is displayed when the screen 2 is displayed, and when the back button 318 is pressed, the screen 1 is displayed. When the user selects any of the search results 312 to 316, which is the search result, the screen 2 transitions to the screen corresponding to each search result. For example, when the user selects "BBB bank" in the search result 314, the screen 2 transitions to a screen for displaying the options of the first layer of "BBB bank".

As described above, a display example of the search screen displayed on the mobile terminal 30 has been described with reference to FIG. Subsequently, a display example of digit information to be displayed on the mobile terminal 30 will be described.

Hereinafter, a display example of digit information to be displayed on the mobile terminal 30 will be described with reference to FIG. When the user selects "BBB bank" in the search result 314 on the screen 2 of FIG. 13, the screen 2 transitions to the screen 3 shown in FIG. The screen 3 is a screen showing the options of the first layer of the BBB bank, and is composed of a title 320, an option 322, an option 324, an option 326, and a back button 328. The title 320 is a display area for displaying the title of the screen. For example, in the title 320, the title name is displayed as "This is a BBB bank". In the options 322 to 326, the options of the first layer of "BBB bank" are displayed. The content of each option is, for example, "1. Mortgage consultation" for option 322, "2. Account balance inquiry" for option 324, and "3. Other" for option 326. .. The back button 328 is displayed when the screen 3 is displayed, and when the back button 328 is pressed, the screen 2 is displayed. When the user selects any of the options 322 to 326, the screen 3 transitions to the screen corresponding to each option. For example, when the user selects “1. Mortgage consultation” of option 322, the server group 10 refers to the processing information corresponding to the selected option 322 and determines which screen to display. .. For example, the server group 10 refers to the Last_Layer of Digit_tbl, and if the Last_Layer is "01", it is determined to be the final layer. Since the Last_Layer of option 322 is "00" (see FIG. 6), the server group 10 determines that option 322 is not the final layer, acquires the option of the next layer associated with option 322, and displays the option on the next screen. indicate. When acquiring the options of the next layer, the server group 10 refers to P_No of Digit_tbl and acquires the Description of the record in which the same value as Auto_No of option 322 is set. Then, the server group 10 transitions to the screen 4 for displaying the acquired Description as a second layer option of the "BBB bank".

The screen 4 is a screen showing the options of the second layer of the BBB bank, and is composed of a title 330, an option 332, an option 334, an option 336, and a back button 338. The title 330 is a display area for displaying the title of the screen. For example, in the title 330, the title name is displayed as "a person who consults about a mortgage". In the options 332 to 336, the options of the second layer of "BBB bank" are displayed. The content of each option is, for example, "1. Consultation for new mortgage" for option 332, "2. Refinancing from another bank" for option 334, and "3. Change mortgage" for option 336. Will be done. The back button 338 is displayed when the screen 4 is displayed, and when the back button 338 is pressed, the screen 3 is displayed. When the user selects any of the options 332 to 336, the screen 4 transitions to the screen corresponding to each option. For example, when the user selects “2. Refinancing from another bank” of option 334, the server group 10 refers to the processing information corresponding to the selected option 334 and determines which screen to display. For example, the server group 10 refers to the Last_Layer of Digit_tbl, and if the Last_Layer is "01", it is determined to be the final layer. Since the Last_Layer of option 334 is "01" (see FIG. 6), the server group 10 determines that option 334 is the final layer and acquires a screen confirming that the connection process to the operator is performed. Then, the server group 10 transitions to the screen 5, which is a screen for confirming that the acquired operator is to be connected.

The screen 5 is a screen for confirming that the connection process to the operator of the "BBB bank" is to be performed, and is composed of a title 340, a call button 342, and a back button 344. The title 340 is a display area for displaying the title of the screen. For example, in the title 340, the title name is displayed as "Connect to the operator". The call button 342 is a button for connecting to the operator of the "BBB bank". The back button 344 is displayed when the screen 5 is displayed, and when the back button 344 is pressed, the screen 4 is displayed.

As described above, a display example of digit information to be displayed on the mobile terminal 30 has been described with reference to FIG.

As described above, an operation example at the time of connecting to the voice response system by operating the mobile terminal has been described with reference to FIGS. 12 to 14.

<< 4. Effect >>
The information collection server 130 of the server group 10 searches and collects the telephone number information via the Internet 14, thereby saving the user the trouble of searching for the telephone number of the call center by himself and the time required for the user to search. Can be reduced. Further, the mobile terminal 30 displays the content of the voice announcement of the call center on the screen in a text format, so that the wasted time caused by the user reconfirming the content of the announcement by voice can be reduced. .. Therefore, the user can reduce the time required to achieve the purpose.

The embodiments of the present invention have been described above with reference to FIGS. 1 to 14. Subsequently, a modified example according to the embodiment of the present invention will be described.

<< 5. Modification example >>
Hereinafter, some modifications of the embodiment of the present invention will be described. In addition, each modification described below may be applied to the embodiment of the present invention alone, or may be applied to the embodiment of the present invention in combination. Further, each modification may be applied in place of the configuration described in the embodiment of the present invention, or may be additionally applied to the configuration described in the embodiment of the present invention.

(1) First Modification Example In the above-described embodiment, the example in which the server group 10 connects to the operator in the final layer has been described, but the server group 10 may display information in the final layer. For example, by setting a value of "02" indicating that information is displayed in the final layer in Last_Layer of Digit_tbl, it is possible to set to display information in the final layer. Then, when the Last_Layer associated with the option selected by the user is "02", the server group 10 may control the display process so as to display the information on the screen. However, if the options selected by the user in the final layer include connection processing to the operator or information input processing, the server group 10 shall prioritize the connection processing to the operator or voice announcement. The process of displaying the above information is not performed. As described above, the server group 10 can reduce the time required for the user to achieve the purpose by displaying the information on the screen without connecting to the operator in the final layer. By setting Last_Layer to "02", the server group 10 can determine which layout screen is to be displayed on the next screen of the screen of the final layer. For example, when Last_Layer is "02", a screen with a layout capable of displaying information is displayed as the next screen of the screen of the final layer.

(2) Second Modification Example In the above-described embodiment, the example in which the server group 10 connects to the operator in the final layer has been described, but the server group 10 may connect to the voice announcement in the final layer. Connecting to the operator at the final level is effective when the user needs to input information. Therefore, when the option selected by the user in the final layer includes the input processing of information by the user, the server group 10 connects to the voice announcement instead of the operator. For example, by setting the Last_Layer of Digit_tbl to a value of "03" indicating that the voice announcement is connected in the final layer, it is possible to set to connect to the voice announcement in the final layer. Then, when Last_Layer associated with the option selected by the user is "03", the server group 10 may transmit a tone signal to connect to the voice announcement of the call center. As described above, when the server group 10 connects to the voice announcement in the final layer without connecting to the operator, when the user needs to input information, and the response by the voice announcement is better than the response by the operator. When there is a fast process, the time required for the user to achieve the purpose can be reduced. By setting Last_Layer to "03", the server group 10 can determine which layout screen is to be displayed on the next screen of the screen of the final layer. For example, when Last_Layer is "03", a screen with a layout in which "Connect to voice announcement" is displayed as the title name is displayed as the next screen of the final layer.

The modified example according to the embodiment of the present invention has been described above. Subsequently, the hardware configuration according to the embodiment of the present invention will be described.

<< 6. Hardware configuration >>
The information processing related to the above-mentioned information processing system is realized by the cooperation between the software and the hardware of the server described below.

FIG. 15 is a block diagram showing a hardware configuration example of each server of the server group 10. Each server includes a CPU (Central Processing Unit) 100, a ROM (Read Only Memory) 102, a RAM (Random Access Memory) 104, and a host bus 106. Further, each server includes a bridge 108, an external bus 110, an interface 112, an input unit 114, a display unit 116, an audio output unit 118, a storage unit 120, a drive 122, and a network interface 124. ..

The CPU 100 functions as an arithmetic processing unit and a control device, and controls the overall operation in each server according to various programs. Further, the CPU 100 may be a microprocessor. The ROM 102 stores programs, calculation parameters, and the like used by the CPU 100. The RAM 104 temporarily stores a program used in the execution of the CPU 100, parameters that change appropriately in the execution, and the like. These are connected to each other by a host bus 106 composed of a CPU bus or the like. The CPU 100, ROM 102, and RAM 104 can realize the functions of each server described with reference to FIG. 2 in cooperation with software.

The host bus 106 is connected to an external bus 110 such as a PCI (Peripheral Component Interconnect / Interface) bus via a bridge 108. It is not always necessary to separately configure the host bus 106, the bridge 108, and the external bus 110, and these functions may be implemented in one bus.

The input unit 114 is an input means for the user to input information such as a mouse, a keyboard, a touch panel, a button, a microphone, a sensor, a switch, and a lever, and an input that generates an input signal based on the input by the user and outputs the input signal to the CPU 100. It is composed of a control circuit and the like. By operating the input unit 114, the user of each server can input various data to each server and instruct the processing operation.

The display unit 116 includes, for example, a display device such as a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, a projector device, an OLED (Organic Light Emitting Diode) device, and a lamp. Further, the audio output unit 118 includes an audio output device such as a speaker and headphones.

The storage unit 120 is a device for storing data. The storage unit 120 may include a storage medium, a recording device for recording data on the storage medium, a reading device for reading data from the storage medium, a deleting device for deleting the data recorded on the storage medium, and the like. The storage unit 120 is composed of, for example, an HDD (Hard Disk Drive) or SSD (Solid Stage Drive), or a memory having an equivalent function. The storage unit 120 drives the storage and stores programs and various data executed by the CPU 100.

The drive 122 is a storage medium reader / writer, and is built in or externally attached to each server. The drive 122 reads the information recorded in the removable storage medium 126 such as the mounted magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, and outputs the information to the RAM 104 or the storage unit 120. The drive 122 can also write information to the removable storage medium 126.

The network interface 124 is, for example, a communication interface composed of a communication device or the like for connecting to a network. Such communication interfaces include, for example, short-range wireless communication interfaces such as Bluetooth® or ZigBee®, wireless LAN (Local Area Network), Wi-Fi®, or mobile communication networks (LTE, LTE,). It is a communication interface such as 3G). Further, the network interface 124 may be a wired communication device that performs wired communication.

As described above, the hardware configuration example of each server of the server group 10 according to the embodiment of the present invention has been described with reference to FIG.

<< 7. Conclusion >>
As described above, according to the embodiment of the present invention, the server group 10 stores the telephone number information for connecting to the call center and the digit information indicating the processing associated with each of the options selected by the user. be able to. In addition, the server group 10 can control the process of displaying a plurality of options on the screen of the mobile terminal 30. Further, when the process associated with the option selected by the user includes the connection process, the call center can be connected based on the telephone number information, and the tone signal corresponding to the selected option can be transmitted to the call center. As described above, the server group 10 displays a plurality of options on the screen of the mobile terminal 30, so that the user can select while checking the contents of the options. Therefore, until the purpose is achieved when using the voice response system. It is possible to reduce the time required for.

From the above, it is possible to provide a new and improved information processing system, information processing device, information processing method, and program that can reduce the time required to achieve the purpose when using the voice response system. ..

<< 8. Supplement >>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is clear that a person having ordinary knowledge in the field of technology to which the present invention belongs can come up with various modifications or modifications within the scope of the technical ideas described in the claims. , These are also naturally understood to belong to the technical scope of the present invention.

It should be noted that each step in the processing of the server group 10 and the mobile terminal 30 in the present specification does not necessarily have to be processed in chronological order in the order described as the flowchart. For example, each step in the processing of the server group 10 and the mobile terminal 30 of the present specification may be processed in an order different from the order described in the flowchart, or may be processed in parallel. Further, additional processing steps may be adopted, and some processing steps may be omitted.

Further, each server of the server group 10 and the mobile terminal 30 described in the present specification may be realized as a single device, or a part or all of them may be realized as separate devices. For example, each server of the server group 10 shown in FIG. 2 and the mobile terminal 30 shown in FIG. 2 may be realized as a single device having separate functions. Further, for example, all the functions of each server of the server group 10 shown in FIG. 2 may be provided in the mobile terminal 30 and realized only by the mobile terminal 30. Further, some functions may be provided in a device such as a server connected via a network or the like.

In addition, each server of the server group 10 and the hardware such as the CPU, ROM, and RAM built in the mobile terminal 30 exhibit the same functions as the configurations of each server of the server group 10 and the mobile terminal 30 described above. You can also create a computer program to make it work. A storage medium for storing the computer program is also provided.

10 server group 14 internet
18 PTSN
30 Mobile terminal 130 Information collection server 140 Voice recognition server 150 Database server 160 Telephone exchange server 170 Call recording server 180 Web server 190 Router 195 Workgroup switch

Claims (18)

Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A screen showing the plurality of options is displayed, and based on the process associated with the option selected on the screen, the display process of the next screen showing the plurality of options in the next layer is controlled, and the operator is notified. Display control that controls the display process of the screen showing the process information associated with the option when the connection process and the information input process by the user are not included and the next layer corresponding to the process does not exist. Department and
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
Information processing system. Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A display control unit that controls the display processing of the screen indicating the plurality of options,
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
A second acquisition unit that acquires the processing information,
Have,
The second acquisition unit connects to the voice response system based on the connection destination information, acquires the processing information including the voice announcement output by the voice response system, and when the processing information is acquired, the operator is notified. When it is confirmed that the connection process has started, the connection to the operator is disconnected.
Information processing system. The display control unit controls the display process of the next screen indicating a plurality of options in the next layer based on the process associated with the option selected on the screen, whichever is one of claims 1 or 2. The information processing system described in the section. The control unit stores the order in which the options are selected, and after connecting to the voice response system, transmits the tone signals corresponding to the options to the voice response system in the order . The information processing system according to any one of the items. The information processing system according to claim 1 , wherein the control unit connects to the voice response system when the process associated with the option selected on the screen includes a connection process to the operator. The control unit, the processing associated with the option selected by the screen, if it contains input processing of information by the user and connected to the voice response system, any of claims 1 or 5 one The information processing system described in the section. The information processing system further includes a first acquisition unit for acquiring the connection destination information.
The first acquisition unit according to any one of claims 1 to 6, wherein the first acquisition unit acquires the connection destination information by performing a keyword search using a search engine via the Internet and analyzing the search results. Information processing system. The second acquisition unit acquires the plurality of options in the next layer corresponding to the options by transmitting the tone signal corresponding to the options to the voice response system in accordance with the voice announcement. Item 2. The information processing system according to item 2. The information processing system according to any one of claims 2 or 8 , wherein the second acquisition unit records the voice announcement. The information processing system according to any one of claims 2, 8 or 9 , wherein the second acquisition unit converts the voice announcement acquired by the second acquisition unit into text. The information processing system according to claim 2 , wherein the second acquisition unit confirms that the connection process to the operator has been started by detecting the ring back tone. The information processing system according to any one of claims 1 to 11 , wherein the information storage unit stores the connection destination information and the processing information in association with each other. Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A screen showing the plurality of options is displayed, and based on the process associated with the option selected on the screen, the display process of the next screen showing the plurality of options in the next layer is controlled, and the operator is notified. Display control that controls the display process of the screen showing the process information associated with the option when the connection process and the information input process by the user are not included and the next layer corresponding to the process does not exist. Department and
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
Information processing device. Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A display control unit that controls the display processing of the screen indicating the plurality of options,
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
A second acquisition unit that acquires the processing information,
With
The second acquisition unit connects to the voice response system based on the connection destination information, acquires the processing information including the voice announcement output by the voice response system, and when the processing information is acquired, the operator is notified. When it is confirmed that the connection process has started, the connection to the operator is disconnected.
Information processing device. Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. To store processing information indicating the associated processing,
A screen showing the plurality of options is displayed, and based on the process associated with the option selected on the screen, the display process of the next screen showing the plurality of options in the next layer is controlled, and the operator is notified. When the connection process and the information input process by the user are not included and the next layer corresponding to the process does not exist, the display process of the screen showing the process information associated with the option is controlled. ,
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. To send to
Information processing methods performed by the processor, including. Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. To store processing information indicating the associated processing,
Controlling the display process of the screen showing the plurality of options, and
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. To send to
Acquiring the processing information
Including
Acquiring the processing information connects to the voice response system based on the connection destination information, acquires the processing information including the voice announcement output by the voice response system, and informs the operator when the processing information is acquired. When it is confirmed that the connection process of the above has been started, the connection to the operator is disconnected.
An information processing method executed by a processor. Computer,
Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A screen showing the plurality of options is displayed, and based on the process associated with the option selected on the screen, the display process of the next screen showing the plurality of options in the next layer is controlled, and the operator is notified. Display control that controls the display process of the screen showing the process information associated with the option when the connection process and the information input process by the user are not included and the next layer corresponding to the process does not exist. Department and
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
An information processing program to function as. Computer,
Connection destination information for presenting a plurality of options, receiving a tone signal corresponding to one of the options, and connecting to a voice response system that performs processing according to the tone signal, and each of the plurality of options. An information storage unit that stores processing information indicating the associated processing, and
A display control unit that controls the display processing of the screen indicating the plurality of options,
When the process associated with the option selected on the screen includes the connection process, the voice response system is connected to the voice response system based on the connection destination information, and the tone signal corresponding to the option selected on the screen is transmitted to the voice response system. Control unit to send to
A second acquisition unit that acquires the processing information,
To make it work
The second acquisition unit connects to the voice response system based on the connection destination information, acquires the processing information including the voice announcement output by the voice response system, and when the processing information is acquired, the operator is notified. When it is confirmed that the connection process has started, the connection to the operator is disconnected.
Information processing program.

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