JP7438883B2 - Server equipment and programs - Google Patents

Description

The present invention relates to a server device and a program for supporting an operator who communicates with users using a chat room.

2. Description of the Related Art Conventionally, inquiries by telephone and inquiries by e-mail are known as methods for a user who uses a service of a business to make an inquiry to an operator of the business. Inquiries made by telephone require the user to wait until the operator finishes the call with another user, which tends to increase the user's waiting time. Furthermore, e-mail is not suitable for real-time communication as it is not possible to check whether the e-mail has been read.

On the other hand, an information processing system that provides a web chat that operates on a web browser is conventionally known (for example, Patent Document 1). In addition to web chat, a login-based chat application (messaging application) is known that allows messages to be exchanged in real time between users whose accounts are registered on a server device of an application providing company (for example, Patent Document 2). Here, in the present disclosure, "Web chat" refers to a chat system that operates on a browser and does not require user login. Furthermore, in the present disclosure, "login-based chat" refers to a chat system that requires login by the user.

In the above-mentioned web chat or login-based chat application, the operator can quickly send a message to the user, so it is possible to reduce the user's waiting time compared to inquiries by telephone. In the above-mentioned web chat and login-based chat apps, operators can respond to users in more real time than with e-mail, due to the ability to check whether an email has been read.

Patent No. 6510379 Patent No. 6095790

Here, the business operator uses web chat when carrying out simple exchanges with users, and uses login-based chat when taking over the person in charge or when communicating with users over different days. By using Web chat, customers can be dealt with on Web chat without requiring users to register for an account or the like. However, since users cannot be identified using Web chat, it is limited to responding to simple inquiries. On the other hand, in login-based chat, a user can log in and chat with a specified user. As a result, although it requires the user to log in and register, the operator can continue to respond to the user even if the person in charge is taken over or the user interacts with the user over the course of a day. becomes.

Since Web chat and login-based chat each have the above-mentioned advantages, they may be used depending on the difficulty of the user's inquiry or procedure. However, a system (server device and program) that manages both Web chat and login-based chat has not conventionally existed. For this reason, Web chat and login-based chat are managed separately. In this case, for example, if a user who was previously responding to a web chat is now responding to a login-based chat, the user information is not shared between the web chat and the login-based chat, so the operator can smoothly It is not possible to take over the content of the web chat and respond to the login-based chat. As a result, there is a problem in that the operational burden (for example, operational cost) and management burden (for example, management cost) on the operator increases. Therefore, it is desired to provide a server device and a program that can manage both Web chat and login-based chat.

This disclosure was made in order to solve the above-mentioned problems, and provides a server device and a server device that can reduce operational and management burdens by managing both web chat and login-based chat. The purpose is to provide programs.

In order to achieve the above object, a server device according to a first aspect disclosed below is a server device that supports an operator of a business, and is a server device that supports an operator of a business, and is a server device that supports a Web server in which a user can participate without logging in. A web chat provider that provides chat rooms; a login chat provider that provides a login chat room that users can participate in by logging in; and a login system that provides information about the web chat room and the login system. and a display control unit that causes the display unit to display information related to the chat room side by side.

The program according to the second aspect provides a process of providing a web chat room in which the user can participate without the user logging into the processor of the server device supporting the operator of the business, and by logging in the user, A process of providing a login-based chat room in which the user can participate, and a process of displaying information about the web chat room and information about the login-based chat room side by side on a display unit are executed.

According to the configurations of the first and second aspects described above, it is possible to provide a server device and a program that can reduce operational burden and management burden by managing both web chat and login-based chat. can. Then, information regarding the Web chat room and information regarding the login-based chat room are displayed side by side on the display unit. Thereby, when the operator responds to the user, there is no need to switch the display between information regarding the Web chat room and information regarding the login-based chat room, so the operator can quickly respond to the user.

FIG. 1 is a diagram for explaining an overview of processing of a chat management system in one embodiment. FIG. 2 is a diagram illustrating an example screen of a web chat room in one embodiment. FIG. 3 is a diagram showing an example screen of a login-based chat room in one embodiment. FIG. 4 is a diagram for explaining an overview of user guidance processing of the chat management system in one embodiment. FIG. 5 is a block diagram showing a schematic configuration of a chat management system in one embodiment. FIG. 6(a) is a block diagram showing the configuration of a server device in one embodiment. FIG. 6(b) is a functional block diagram of the control unit in one embodiment. FIG. 7 is a block diagram showing the configuration of an operator terminal in one embodiment. FIG. 8 is a block diagram showing the configuration of a user terminal in one embodiment. FIG. 9A is a diagram illustrating an example of a website screen in one embodiment. FIG. 9(b) is a diagram showing an example of an official account screen in one embodiment. FIG. 10 is a diagram illustrating an example of a leaflet in one embodiment. FIG. 11 is a diagram illustrating an example of an SMS screen in one embodiment. FIG. 12(a) is a diagram of a first example of a screen showing interaction with a chat BOT engine in one embodiment. FIG. 12(b) is a diagram for explaining the question procedure of the chat BOT engine in FIG. 12(a). FIG. 13 is a diagram illustrating an example of authority information stored in the storage unit in one embodiment. FIG. 14A is a diagram illustrating an example of a list screen (before addition) regarding creation of a conductor definition in one embodiment. FIG. 14(b) is a diagram illustrating a list screen (after addition) regarding creation of a conductor definition in one embodiment. FIG. 15 is a diagram illustrating an example of a detailed screen regarding creation of a conductor definition in one embodiment. FIG. 16A is a diagram illustrating an example (before addition) of a list screen regarding input form creation/editing in one embodiment. FIG. 16(b) is a diagram showing a list screen (after addition) regarding creation/editing of an input form in one embodiment. FIG. 17 is a diagram illustrating an example of a detailed screen regarding creation and editing of an input form in one embodiment. FIG. 18 is a diagram illustrating an example of a display on the display unit regarding transition between rooms in one embodiment. FIG. 19(a) is a diagram for explaining processing related to usage approval in one embodiment. FIG. 19(b) is a diagram for explaining processing related to account approval in one embodiment. FIG. 20 is a diagram illustrating an example of a notification screen displayed on a part of the display unit of the operator terminal in one embodiment. FIG. 21 is a diagram for explaining processing related to notifications displayed on a touch panel in one embodiment. FIG. 22(a) is a diagram for explaining the contents (before input) of input form A in one embodiment. FIG. 22(b) is a diagram for explaining the contents (after input) of input form A in one embodiment. FIG. 23 is a diagram for explaining approval of camera activation using input form C in one embodiment. FIG. 24(a) is a diagram for explaining automatic activation of a camera using input form C in one embodiment. FIG. 24(b) is a diagram illustrating an example where a plurality of captured images are requested in the input form C. FIG. 25 is a flow diagram illustrating control processing (processing related to creation/change of conductor definition) of the chat management system in one embodiment. FIG. 26 is a sequence diagram showing control processing (processing related to user guidance) of the chat management system in one embodiment. FIG. 27 is a diagram for explaining a screen example of the chat management system according to the first modification of the embodiment.

Embodiments of the present invention will be described below based on the drawings. Note that the present invention is not limited to the following embodiments, and design changes can be made as appropriate within the scope that satisfies the configuration of the present invention. In addition, in the following description, the same parts or parts having similar functions will be denoted by the same reference numerals in different drawings, and repeated description thereof will be omitted. Moreover, each structure described in the embodiment and the modified example may be combined or changed as appropriate. Further, in order to make the explanation easier to understand, the configuration is shown in a simplified or schematic manner, and some structural members are omitted in the drawings referred to below.

[Overview of chat management system]
FIG. 1 is a diagram for explaining an overview of processing of a chat management system 100 in this embodiment. The chat management system 100 is a system that supports an operator of a business when responding to a user. Chat management system 100 includes a server device 10.

Here, the business operator that operates the chat management system 100 is a company that provides products and services to users. The chat management system disclosed here is suitable for businesses that exchange personal information and asset information with users, such as financial companies and insurance companies, but the business types of businesses are Without limitation, business operators in various industries can operate the chat management system of the present disclosure. Further, the business operator is not limited to a for-profit company, and may be a public or public interest organization, an educational corporation, a medical corporation, a religious corporation, or the like. Businesses also include various organizations without corporate status and government offices. Furthermore, "highly confidential information" means any information that should not be accessed by the general public or disclosed to third parties. Examples of "highly confidential information" include, but are not limited to, the user's personal information (e.g., financial account information, income/expense information, driver's license information, address/family register information, etc.); Examples include contract information between companies and businesses, trade secret information, technical information, and photographed images of people or objects. Further, an “operator” is a person who operates the operator terminal 20 of the chat management system 100. An example of an "operator" is a receptionist who handles reception work when a user contacts or makes an inquiry to a business operator. However, "operator" is not limited to the receptionist, but also includes all persons at the business who have the opportunity to communicate with users and who have the authority to handle highly confidential information (e.g., sales personnel, etc.) . Furthermore, "operator" is not limited to employees of the business operator, but also includes employees of the business agent or outsourced company.

Further, in the present disclosure, a "web chat room" is described as meaning a chat room (chat system) that operates on the browser of the user terminal 30 and does not require login by the user. Further, in the present disclosure, a "login-based chat room" is described as meaning a chat room (chat system) that requires login by a user. Further, the web chat room R1 and the login-based chat room R2 operate on at least one of a browser on an application provided by an application providing company described below and an external browser (Safari, Firefox, Chrome, Edge, etc.).

2 and 3 are examples of screens displayed on the display unit 23 of the operator terminal 20 to support the operator. In this embodiment, information regarding the web chat room R1 and information regarding the login-based chat room R2 are displayed side by side on the display unit 23. For example, as information regarding the Web chat room R1, a list of users with whom the operator is responding and a list of users who have not yet started responding are displayed in the lower left portion of the display unit 23. "Currently responding" means a state in which the operator has sent a message to the user at least once. Then, as information regarding the login-based chat room R2, for example, a list of users with whom the operator is responding and a list of users who have not started responding are displayed in the upper left portion of the display unit 23.

In addition, in the display section 23, for example, in the central portion, it is possible to switch between displaying a web chat room R1 (see FIG. 2) and a login-based chat room R2 (see FIG. 3) according to an operation by an operator. be. For example, when one user is selected from the list of users displayed on the left side of the screen of the display unit 23, a web chat room R1 or login-based chat room R2 is used to chat with the selected user. is displayed. In this chat management system 100, the operator uses one operator terminal 20 to perform operations related to chatting with users in the web chat room R1 and operations related to chatting with users in the login-based chat room R2. Is possible. "Chat-related operations" include, for example, sending a message, guiding the user from the web chat room R1 to the login-based chat room R2, inserting an input form, and the like.

According to the above configuration, the chat management system 100 can reduce operational and management burdens by managing both the web chat room R1 and the login-based chat room R2. Even when using both the web chat room R1 and the login-based chat room R2, the operator can visually see both the information regarding the web chat room R1 and the information regarding the login-based chat room R2 on one display unit 23. can be done. As a result, unlike the case where these pieces of information are displayed on separate devices, the operator can respond to the user while easily checking both the information regarding the web chat room R1 and the information regarding the login-only chat room R2. can do. That is, when the operator responds to the user, there is no need to switch the display between information regarding the web chat room R1 and information regarding the login-based chat room R2, so the operator can quickly respond to the user.

In addition, in the chat management system 100 of this embodiment, the operator who operates the chat management system 100 defines the flow path, which is the procedure for guiding the user to the Web chat room R1 or the login-based chat room R2 by the chat BOT engine. It can be changed or created as desired. The "direction definition" includes the URL for the user terminal 30 to access the chat BOT engine, the message to be sent to the user, and the web chat room R1 or the destination corresponding to the user's response to the message. Information on the login-based chat room R2 is also included. In other words, the "guidance definition" includes the messages and options sent by the chat BOT engine, and which options are selected to guide the user to which web chat room R1 or login-only chat room R2. Contains the information given.

As shown in FIG. 1, when the operator of the business operates the operator terminal 20, the chat BOT engine generates a guide line definition that is a procedure for guiding the user to the Web chat room R1 or the login-based chat room R2. Here, "a conductor definition is generated" means either a new conductor definition is created or a conductor definition is changed. In other words, the contents of the line (reception line) used when accepting users in the Web chat room R1 or the login-based chat room R2 are created or changed.

For example, as shown in FIG. 4, when there are a plurality of operator terminals 20, the plurality of operator terminals 20 are distinguished from each other and are referred to as operator terminals 20a, 20b, 20c, 20d, and 20e. For example, only some of the operator terminals 20a, 20b, 20c, 20d, and 20e (operators operating the operator terminals) are permitted to create conductor definitions and change the contents. Suppose there is. In other words, the operator terminals 20b to 20d (operators operating the terminals) are prohibited from creating conductor definitions and from changing the contents. Further, the chat BOT engine reads out the line definition stored in the storage unit 12 (see FIG. 6) based on the URL accessed by the user, and responds to the user in accordance with the read line definition. do.

The server device 10 creates URLs (Uniform Resource Locators) 1, 2, 3, and 4 for each of the conductor definitions, and outputs them to the operator terminals 20a and 20e. URLs 1 to 4 are information indicating the location of each resource in the conductor definition. Then, as shown in FIG. 1, the operator operating the operator terminal 20a or 20e sends URLs 1 to 4 in an email from the operator to the user terminal 30, on the operator's website, or through the operator's official account on the chat app. It should be written on the screen and in any user-accessible location on the business's advertising media, such as on the business's leaflets. Note that "describing the URL on the website" means embedding a code (for example, using Java (registered trademark)) for accessing the URL on the website. In the following description, when URLs 1 to 4 are not distinguished, they are simply referred to as URLs.

The business official account screen is a screen of the business official account displayed on the chat app managed by the app provider server device 200 of the chat app provider. The URL may be directly displayed using letters, numbers, symbols, etc. (see FIG. 11). Additionally, the URL is displayed on the screen as an icon with an associated URL link (see Figures 9(a) and 9(b)) or as a QR code (registered trademark) containing URL information (see Figure 10). Good too. Furthermore, a "chat app" is a communication app (message exchange app/chat platform app). Chat apps (communication apps/message exchange apps) include, for example, the LINE app, Plus Message, Facebook Messenger, Instagram (direct mail function), Twitter (direct mail function), and Kakao Talk, but in this disclosure, Chat apps are not limited to the above.

The user uses the user terminal 30 to access the URL. For example, when a user is interested in a business and makes an inquiry to the business or applies for a new contract, or when a business requests access to a URL, the user uses the user terminal 30 to access the URL. to access. Furthermore, when a user is using a service provided by a business operator and wishes to inquire about or change the content of the service (contract details, etc.) from the business operator, the user uses the user terminal 30 to access the URL.

When the user terminal 30 accesses the URL, the chat BOT engine responds to the user. The chat BOT engine has the ability to automatically (without manual intervention by an operator) present questions and options to the user. The chat BOT engine is configured to automatically determine further options to present based on the user's answers. Then, the chat BOT engine determines the web chat room R1 or the login-based chat room R2 to which the user is guided based on the user's answers.

In the example of FIG. 4, when the user terminal 30 accesses URL1, the chat BOT engine determines web chat room R1a as the web chat room R1 to which the user is directed based on the conductor definition corresponding to URL1. . In addition, when the user terminal 30 accesses URL2, based on the conductor definition corresponding to URL2, the user is guided to Web chat room R1 or login-based chat room R1b or login-based chat room R2a. Determine room R2. For example, if the web chat room R1 to which the user is guided is the web chat room R1b, an operator operating the operator terminal 20b and a user chat in the web chat room R1b. In this way, the user is guided to the Web chat room R1 or the login-based chat room R2.

Further, when the user terminal 30 accesses URL3, the chat BOT engine determines the login-based chat room R2b as the login-based chat room R2 to which the user is guided based on the line definition corresponding to URL3. Further, when the user terminal 30 accesses URL4, the chat BOT engine determines the web chat room R1c as the web chat room R1 to which the user is guided based on the conductor definition corresponding to the URL4. Thereafter, when the operator needs to correspond with the user over several days or when it becomes necessary to take over the operatorship, the user is guided from the Web chat room R1c to the login-based chat room R2c. Furthermore, if the chat BOT engine determines that there is no need to guide the user to the web chat room R1 or the login-based chat room R2 based on the line definition, the chat BOT engine will not guide the user to the web chat room R1 or the login-based chat room R2. , terminate the interaction with the user.

[Configuration of each part of chat management system]
FIG. 5 is a block diagram showing a schematic configuration of the chat management system 100 in this embodiment. Chat management system 100 is a system that provides support to operators who respond to users in Web chat room R1 and login-based chat room R2 via network N. Note that the network N is, for example, the Internet, but a telephone line network may also be used.

Chat management system 100 also includes a server device 10 and a plurality of operator terminals 20. The server device 10 is configured to be able to communicate with each of the plurality of operator terminals 20 and the plurality of user terminals 30 via the network N. The server device 10, the plurality of operator terminals 20, and the plurality of user terminals 30 are each provided externally to the chat management system 100 via the network N, and are application provider server devices provided by the above-mentioned application provider company. 200 and is configured to be able to communicate with it.

Here, in the present disclosure, the server device 10 may be one that is physically owned by the business operator or one that only has usage rights; means that, in principle, it is limited to business operators. Further, the server device 10 may be configured by one server device, or may be configured by a virtual server (cloud server) configured on a cloud consisting of a plurality of server groups. For example, the server device 10 may be shared by a plurality of companies using a cloud server, or each server device 10 may be configured for each company on the cloud server. In other words, the server device 10 of each provider may be configured as a subdomain of the domain of the manufacturer (provider) of the chat management system 100 in the cloud server. Chat management system 100 may be provided as a so-called SaaS (Software as a Service). Further, in the cloud server, the server device 10 may be configured by setting a domain for each business operator used by the chat management system 100. That is, the chat management system 100 may be provided as an enterprise service.

FIG. 6(a) is a block diagram showing a schematic configuration of the server device 10. Server device 10 includes a control section 11, a storage section 12, and a communication section 13.

FIG. 6(b) is a functional block diagram of the control unit 11. The control unit 11 is configured to execute each control process in the server device 10. The control unit 11 has functions as a chat BOT engine, an inter-room transition unit, a display control unit, a web chat providing unit, and a login-based chat providing unit. The inter-room transition unit has a function of guiding the user from the web chat room R1 to the login-based chat room R2 based on an operator's operation. The display control unit has a function of displaying a screen (image) provided by the server device 10 on the display unit 23 of the operator terminal 20 or the touch panel 32 of the user terminal 30. The web chat providing unit performs various processes in the web chat room R1. The login-based chat providing unit performs various processes in the login-based chat room R2. The input form generation unit has a function of generating (creating or changing) an input form based on an operator's operation.

Further, the control unit 11 includes a processor that executes control processing by executing a program. A database 12a is constructed in the storage unit 12. The database 12a includes chat data that is data regarding interactions between operators and users in the login-based chat room R2. The storage unit 12 also stores authority information indicating whether each operator can create an input form or change the contents. The storage unit 12 also stores conductor definitions generated by an authorized operator. Note that details of the "input form" and "authority information" will be described later. Further, the communication unit 13 is a communication interface configured to be connectable to the network N by wire or wirelessly.

FIG. 7 is a block diagram showing a schematic configuration of the operator terminal 20. As shown in FIG. FIG. 8 is a block diagram showing a schematic configuration of the user terminal 30. Each of the plurality of operator terminals 20 and the plurality of user terminals 30 is configured as an information terminal. The plurality of operator terminals 20 and the plurality of user terminals 30 are, for example, smartphones, mobile phones, tablet information terminals, personal computers, and IoT devices. As an example, operator terminal 20 is a personal computer, and user terminal 30 is a smartphone. Further, in this embodiment, the server device 10 and the operator terminal 20 are described as being configured separately, but the present disclosure is not limited to this. That is, the control section, communication section, and storage section of one information terminal (computer) may function as the server device of this embodiment, and the display section and operation section may function as the operator terminal of this embodiment.

As shown in FIG. 7, each of the plurality of operator terminals 20 includes a control section 21, an operation section 22, a display section 23, and a communication section 24. The control unit 21 is configured to execute various control processes in the operator terminal 20. Further, the control unit 21 includes a processor that executes control processing by executing a program. The operation unit 22 is configured to accept input operations by an operator. For example, the operation unit 22 includes at least one of a keyboard, a mouse, a touch panel, a microphone, and a camera. The display unit 23 is, for example, a liquid crystal display or an organic EL display, and is configured to display images based on instructions from the control unit 21. The communication unit 24 is a communication interface configured to be connectable to the network N wirelessly or by wire. Note that when the operation section 22 is configured as a touch panel, it may also serve as the display section 23.

As shown in FIG. 8, each of the plurality of user terminals 30 includes a control section 31, a touch panel 32, a camera 33, a storage section 34, and a communication section 35. The control unit 31 is configured to execute various control processes in the user terminal 30. Further, the control unit 31 includes a processor that executes control processing by executing a program. The touch panel 32 is configured to accept input operations by the user and to display images. Furthermore, the camera 33 is configured to take images based on input operations on the touch panel 32 by the user. The storage unit 34 is configured to store photographed image data. The communication unit 35 is a communication interface configured to be connectable to the network N wirelessly or by wire. Further, the communication unit 35 may have an SMS (Short Message Service) usage function and a telephone function. "SMS" is a message exchange service that is sent to a phone number.

Moreover, browser software (for example, a web browser) is installed in each of the plurality of operator terminals 20 and the plurality of user terminals 30. Each of the plurality of operator terminals 20 and the plurality of user terminals 30 is configured to display a screen provided by the server device 10 on a browser by accessing the server device 10.

(Examples of website and official account screens, flyers, and email screens)
FIG. 9A is an example of a website screen displayed on the touch panel 32 of the user terminal 30. The website is a screen provided by the server device 10, and can be accessed by any user terminal 30. For example, when a business is searched for using a search engine, the user terminal 30 is connected to the website of a business (for example, "○○ Corporation").

Icons P1a, P1b, and P1c for connecting to the chat BOT engine are displayed on the website. For example, the icon P1a, the icon P1b, and the icon P1c are created by different operators. For example, the icons P1a and P1b are created by the server device 10 by operating the operator terminal 20a (see FIG. 4). Further, for example, the icon P1c is created by the server device 10 by operating the operator terminal 20e (see FIG. 4). The operator who operates the operator terminal 20a is, for example, an operator in charge of sales and management such as "contract changes" and "participation procedures". Further, the operator who operates the operator terminal 20e is the operator who is in charge of responding to users guided from the "Frequently Asked Questions." In addition, in the above example, "contract changes," "participation procedures," and "frequently asked questions" are provided as examples, but in addition to "contract changes," "participation procedures," and "frequently asked questions," there are multiple options depending on the content of the inquiry. icons may be provided, or only a single icon may be provided.

The icons P1a to P1c are each associated with, for example, a URL (see FIG. 4). The user terminal 30 is configured to access the URL (server device 10) associated with the icon P1a, P1b, or P1c touched by the user. Note that the URL is not limited to being associated with an icon, and the URL may be displayed on the touch panel 32 as a hyperlink, or a QR code containing URL information may be displayed on the touch panel 32.

FIG. 9B is an example of a screen of an official account of a chat application operator (hereinafter referred to as "official account screen") displayed on the touch panel 32 of the user terminal 30. The official account screen is a screen that is displayed when the user terminal 30 accesses the application provider server device 200 when the user has approved the official account of the business operator as a chat partner. Note that this official account screen is a screen for providing advertisements and information from the business operator, and does not function as a screen for accepting chat inquiries from users. Icons P2a, P2b, and P2c are displayed on the official account screen. The icons P2a, P2b, and P2c have the same configuration as the icons P1a, P1b, and P1c, respectively, so the description thereof will be omitted.

FIG. 10 is an example of a company's advertising flyer. The advertisement leaflet of this business has a description on the page that introduces the business' products and services. In this advertising flyer, QR codes P3a, P3b, and P3c are written on the paper. For example, QR codes P3a, P3b, and P3c are associated with the same URLs as icons P1a, P1b, and P1c, respectively. These QR codes P3a to P3c are configured to be read by the user terminal 30 as a URL when photographed by the camera 33 of the user terminal 30. For example, when a user obtains an advertising flyer from this business, by reading the QR codes P3a to P3c with the camera 33 of the user terminal 30, the user terminal 30 accesses the chat BOT engine corresponding to the QR codes P3a to P3c. do.

FIG. 11 is an example of an SMS screen displayed on the touch panel 32 of the user terminal 30. The email displayed on the SMS screen is an email sent from the operator terminal 20 or the server device 10 to the user terminal 30. FIG. 11 shows an example of a URL written in an SMS email.

(Example of screen related to interaction with users using chat BOT engine)
12(a) and 12(b) show screen examples of the touch panel 32 of the user terminal 30 connected to the chat BOT engine. Figures 12(a) and 12(b) show the website (see Figure 9(a)), official account screen (see Figure 9(b)), flyer (see Figure 10), and SMS email (see Figure 11). An example of a screen displayed on a user terminal 30 accessed in response to the icon or URL "Frequently Asked Questions" is shown. Note that screen examples of "contract change" and "subscription procedure" are omitted. In addition, the chat screen with the chat BOT engine as shown in Figures 12(a) and 12(b) is, for example, a screen where a "FAQ (Frequently Asked Questions and Answers)" is posted on the business's web homepage. It may be displayed together with a screen (not shown).

The chat BOT engine sends messages and options to the user terminal 30 based on the conductor definition. The chat BOT engine is configured to determine the options to be presented based on the line definition and the user's answer. For example, as shown in FIG. 12(a), first, the touch panel 32 displays a message (question) P4c asking "What kind of business do you need?" and a plurality of options P4a for selecting an answer to this question. is displayed. Then, based on the user's operation (answer result) for the option P4a on the touch panel 32, a new option P4b is displayed on the touch panel 32, as shown in FIG. 12(b). For example, if the user touches "Business office" among the options "Product introduction", "Request for materials", "Business office", and "Other" in the example of FIG. 12(a), the chat BOT engine As shown in FIG. 12(b), new options for "business office", "business hours/access" and "others", are displayed. Then, by repeating the display of options from the chat BOT engine and the user's answers (selections), the web chat room R1 or login-based chat room R2 to which the user is guided is determined. Note that there may be one or more options, and the questions and answers may be asked once or multiple times. Although not shown, the chat BOT engine not only allows the user to select from options, but also presents new options based on the answer message input by the user, and a web chat room to which the user is directed. R1 or login-based chat room R2 may be determined. In addition, if the chat BOT engine does not need to guide the user to the web chat room R1 or the login-based chat room R2, the chat BOT engine ends the interaction with the user without guiding the user to the web chat room R1 or the login-based chat room R2. do. For example, if the content of the user's inquiry is one that can be answered by the chat BOT engine, the chat BOT engine answers the inquiry and ends the response to the user.

The chat BOT engine guides the user to a web chat room R1 or a login-based chat room R2, which is a destination. As a result, the screen of the web chat room R1 (see FIG. 2) or the screen of the login-based chat room R2 (see FIG. 3) is displayed on the touch panel 32 of the user terminal 30.

Although this embodiment shows an example in which the chat BOT engine is configured to operate on a rule basis, the present disclosure is not limited to this. Even if the chat BOT engine is trained (learned) to use AI technology to send messages such as questions to users, accept answers from users, and respond appropriately depending on the content of the answers. good. In such a case, especially since redesigning and relearning the chat BOT engine increases the development burden, a configuration that allows the operator to easily generate the line definition is useful.

(Example of common parts between web chat room screen and login chat room screen)
FIG. 2 is an example of a screen of the web chat room R1 displayed on the display unit 23 of the operator terminal 20. Further, FIG. 3 is an example of a screen of the login-based chat room R2 displayed on the display unit 23 of the operator terminal 20.

As shown in FIGS. 2 and 3, information regarding the web chat room R1 and information regarding the login-based chat room R2 are displayed side by side on the display unit 23. For example, as information regarding the Web chat room R1, a list of users with whom the operator is responding and a list of users who have not yet started responding are displayed in the lower left portion of the display unit 23. "Currently responding" means a state in which the operator has sent a message to the user at least once. Then, as information regarding the login-based chat room R2, for example, a list of users with whom the operator is responding and a list of users who have not started responding are displayed in the upper left portion of the display unit 23.

In addition, in the display section 23, for example, in the central portion, it is possible to switch between displaying a web chat room R1 (see FIG. 2) and a login-based chat room R2 (see FIG. 3) according to an operation by an operator. be. For example, when one user is selected from the list of users displayed on the left side of the screen of the display unit 23, a web chat room R1 or login-based chat room R2 is used to chat with the selected user. is displayed. In this chat management system 100, the operator uses one operator terminal 20 to perform operations related to chatting with users in the web chat room R1 and operations related to chatting with users in the login-based chat room R2. Is possible. "Chat-related operations" include, for example, sending a message, guiding the user to the login-based chat room R2, inserting an input form, and the like.

As shown in FIG. 2, the server device 10 causes the operator terminal 20 to display a notification P5a (push notification) on the screen of the display unit 23 of the operator terminal 20. Note that this notification P5a functions as a command to invite the operator to the Web chat room R1 or the login-based chat room R2. Furthermore, apart from the notification P5a, an e-mail containing information on the URL of the web chat room R1 or the login-based chat room R2 may be sent from the server device 10 to the operator terminal 20. Further, when the e-mail is sent from the server device 10 to the operator terminal 20, the notification P5a does not need to be displayed. For example, the notification P5a includes the words "action required" and the date and time when the notification was acquired.

As shown in FIG. 2, status information P5b, tag P5c, operator name (for example, "Ichiro"), and responsible group information (for example, "Sales Department") are displayed on the right side of the display unit 23. As the status information P5b, if a Web chat room R1 or a login-based chat room R2 with the user is established, for example, "Currently responding" is displayed on the display unit 23. Note that if the Web chat room R1 or the login-based chat room R2 with the user has not been established, for example, "before response starts" is displayed on the display unit 23, although not shown, as the status information P5b. The tag P5c is an image of a tag arbitrarily set for the selected user. Addition, modification, and deletion of the tag P5c are performed by an operator's operation on the operation unit 22.

Furthermore, an icon P5d for creating a conductor definition and an icon P5e for creating/editing an input form are displayed in the upper part of the display section 23. Here, the server device 10 is configured to determine whether or not to create a conductor definition, create an input form, or change the contents based on the authority information stored in the storage unit 12. has been done.

FIG. 13 is a diagram for explaining an example of authority information stored in the storage unit 12. For example, operators Q1, Q2, Q3, and Q4 each operate the operator terminal 20. In FIG. 13, items whose creation and modification are permitted (those with authority) are marked with "O", and items whose creation and modification are prohibited (those without authority) are marked with "x". For example, operator Q1 has the authority to create/change conductor definitions and create/change input forms. Operator Q2 does not have the authority to create or change conductor definitions, but has the authority to create or change input forms. Operator Q3 has no authority to create or change conductor definitions or to create or change input forms. Operator Q4 has the authority to create and change conductor definitions, but does not have the authority to create and change input forms.

For example, on the operator terminal 20 operated by operators Q2 and Q3 who do not have the authority to create or change conductor definitions, the icon P5d will not be displayed, or if the icon P5d is selected, a message such as "You do not have the authority to create or edit" will be displayed. is displayed on the display unit 23. In addition, on the operator terminals 20 operated by operators Q3 and Q4 who do not have the authority to create or modify input forms, the icon P5e will not be displayed, or if the icon P5e is selected, a message such as "You do not have the authority to create or edit" will be displayed. is displayed on the display unit 23.

An example in which an authorized operator performs the operation will be described below. When the operator selects the icon P5d for creating a conductor definition, a list screen for creating a conductor definition shown in FIG. 14(a) is displayed on the display unit 23. For example, when the operator selects "Add", a detailed screen for creating a conductor definition shown in FIG. 15 is displayed on the display unit 23. For example, the display unit 23 includes a field for entering the "name of reception line," a field for "Question message" that the chat BOT engine sends to the user terminal 30, and a field for selecting options that the chat BOT engine sends to the user terminal 30. column, and a column for Web chat room R1 or login-based chat room R2 to which the user is guided corresponding to the option. The operator performs input operations on the operator terminal 20 in each field. In the example of FIG. 15, the column for Web chat room R1 or login-based chat room R2 is shown as "East Japan Office," "Kyushu Division," "West Japan Office," etc.

When the operator selects "Create", a new conductor definition (URL {https://example.com/chat/dddd}) is added to the list of created conductor definitions (URLs), as shown in Figure 14(b). ) is added. Further, in addition to the URL, the display unit 23 may display a QR code associated with the URL. For example, the URL and the QR code may be displayed side by side on the display unit 23. In other words, the control unit 11 of the server device 10 outputs the URL or the QR code with which the URL is associated on the display unit 23.

The operator can notify the user of this URL or QR code by pasting (reprinting) this URL or QR code on an e-mail, a website, or a flyer. Although an example of "adding" the conductor definition has been shown, the content can also be changed in the case of "changing" as in the example of FIG. 15.

When the operator selects the input form creation icon P5e, a list screen for creating/editing the input form shown in FIG. 16(a) is displayed on the display unit 23. Here, the "input form" function is a function that supports users to input in a predetermined format in the login-based chat room R2, as well as a function that allows questions to be asked in a predetermined format to save the operator the trouble of asking questions one by one. This is a message function. For example, when the operator selects "Create", a list screen for creating/editing an input form shown in FIG. 17 is displayed on the display unit 23. The display unit 23 includes a column for inputting the "name of input form," a column for displaying or not displaying the input column for the user's name, and a column for indicating whether or not input is required, and an input column for the user's customer number. A field for whether or not to display the input field and whether or not input is required, and a field for whether or not to display the input field for the user's telephone number and whether or not input is required are displayed. In addition, the display unit 23 displays an "input field for item 1" in which any text can be entered by the operator.

Further, the display unit 23 displays an image for selecting whether or not the camera 33 of the user terminal 30 should be automatically activated. The display unit 23 also displays the position, shape, and dimensions of the guide displayed on the user terminal 30 when the camera 33 is automatically activated (see guide G in FIGS. 24(a) and 24(b)). An image is displayed for adjustment by the operator. In this adjustment display, when setting a plurality of images to be photographed by the camera, adjustment can be made for each guide. Furthermore, the message displayed together with the guide is set by input by the operator. Then, when the operator selects "Create", "Certificate automatic acquisition D" is newly added as shown in FIG. 16(b). Further, although not shown, a new icon corresponding to "Certificate automatic acquisition D" is added to the screen of the login-based chat room R2.

(Example of web chat room screen)
FIG. 2 is a diagram showing an example of a screen of the web chat room R1 on the operator terminal 20. Note that the screen of the web chat room R1 displayed on the user terminal 30 is the same as the illustrated portion of the web chat room R1 in FIG. 2, so illustration and description thereof will be omitted.

After acquiring the e-mail or notification P5a from the server device 10, the operator terminal 20 accesses the web chat room R1 or the login-based chat room R2 of the server device 10 based on the operator's operation on the operation unit 22. It is configured. If the group in charge has been determined, the operator terminal 20 can access the Web chat room R1 or the login-only chat room R2 of the server device 10 by operating the operator terminal 20 by one of the operators in the group in charge. is configured to do so.

In the example of FIG. 2, a web chat room R1 is displayed in the center of the screen. In the Web chat room R1, for example, messages from users and messages from operators are displayed in chronological order (for example, one above the other). Specifically, in Web chat room R1, text data and transmission date and time are displayed close to each other. For example, FIG. 2 shows an example in which an operator answers business hours in response to a user's inquiry about business hours. In such a case, the interaction with the user is ended in the Web chat room R1 (the correspondence is ended).

FIG. 18 is an example of a screen of (a part of) the display unit 23 for explaining a process related to guidance from the Web chat room R1 to the login-based chat room R2. When the operator wants to continue interacting with the user at a later date, the operator selects and operates the icon P6a "Guide to login chat room". The operator also asks the user for personal information (name, phone number) in order to later confirm the user's identity in the login chat room R2, for example.

When the icon P6a is selected, if this user is using the service of the chat application provider for the first time, as shown in FIG. A message requesting approval is displayed on the touch panel 32. Further, as shown in FIG. 19(b), a message is displayed on the touch panel 32 of the user terminal 30 requesting approval of the business's account as a chat partner in the chat application provided by the application provider. . According to this configuration, there is no need for the operator to manually input a message in the Web chat room R1 in order to inform the user that the operator's account is requested to be approved as a chat partner. As a result, even when guiding a user to the login-based chat room R2, the operator's workload can be reduced. Further, according to the above configuration, it is not necessary to hear the contents heard from the user in the Web chat room R1 again in the login-based chat room R3. Therefore, the user does not have to repeatedly inform the operator of the contents of the reception or the contents of the inquiry. Note that either the example in FIG. 19(a) or the example in FIG. 19(b) may be displayed first.

In the example of FIG. 19(a) and the example of FIG. 19(b), when the user operates the approval button, the user terminal 30 and the application provider server device 200 are connected, and the user's account is changed to the operator's account. Approve as a chat partner. In this case, the user is logged into the server device 10 or the application provider server device 200, and the user is permitted to access the login-based chat room R2. Furthermore, when the user operates the deny button, the user is denied access to the login-based chat room R2. In this case, the place for chatting between the operator of the business and the user may return to the web chat room R1 again. Further, user identification information (UID), user name, icon image (such as P7 in FIG. 3), status message, etc. are transmitted from the application provider server device 200 to the server device 10.

When the icon P6a is operated and the user's account is approved as a chat partner with the business account, for example, the user's name "Shiro Tanaka" will be added to the list of users of the login-based chat room R2, as shown in FIG. is displayed. Then, a notification P5a (for example, "Response required") is displayed near the user's name, indicating that a response is required in the login-based chat room R2. When the operator selects this display "Response required" on the operator terminal 20, the operator terminal 20 accesses the login-based chat room R2. As a result, in the login-based chat room R2 shown in FIG. 3, the operator "Ichiro" and the user "Shiro Tanaka" are able to chat.

(About login-based chat room screen example)
As shown in FIG. 3, unlike the screen of the web chat room R1, on the screen of the login-based chat room R2, an image related to the user account (for example, the user name "Shiro Tanaka" and the icon image P7) is displayed. Further, as shown in FIG. 3, the customer number and telephone number may be displayed on the screen of the login-based chat room R2.

FIG. 21 is an example of a notification screen displayed on the touch panel 32 of the user terminal 30. When a message is input by the operator in the login-based chat room R2, a notification indicating that the message has been input is sent to the user participating in the login-based chat room R2 via the application provider server device 200. . Note that a notification is also sent when an input form is inserted. Specifically, the touch panel 32 displays a message P8a such as "New message received" and an icon P8b for transitioning to the login-based chat room R2 such as "Move to chat". A URL corresponding to the login-based chat room R2 is associated with the icon P8b. When the user operates the icon P8b, the screen changes from the screen on the application provided by the application provider server device 200 to the screen display in the login-based chat room R2.

The server device 10 (control unit 11) is configured to generate an input form for a user to input information in the login-based chat room R2. This input form is a question item regarding highly confidential information in a predetermined format (see FIG. 17). According to this configuration, by using the input form, the business operator (operator) can save the trouble of repeatedly asking questions in the login-based chat room R2, so the work burden on the business operator (operator) can be reduced. .

As shown in FIG. 3, the display unit 23 displays a plurality of icons P6c for selecting an input form to be inserted into the login-based chat room R2. For example, input form A includes question items for acquiring user account information. Specifically, the input form A includes the user's name, address, bank name, branch name, account number, etc. Input form B is a question item for acquiring user's license information. Specifically, the input form B includes the user's name, address, expiration date, license type information, license number, and license image. Moreover, the input form C is a question item for acquiring information about the vehicle body. Specifically, the input form C includes a license plate number, an image showing the state of the vehicle body (damage state), and the like. Note that the input form is not limited to the above example.

Specifically, when the icon P6c is selected by the operator, the operator terminal 20 transmits an input form corresponding to the selected icon P6c to the user terminal 30 via the server device 10. 22(a) and 22(b) show examples of input form A (account information acquisition form), and FIGS. 23, 24(a), and 24(b) show input form C (vehicle information acquisition form). form). Although not shown, in the case of input form B (driver's license information acquisition form), the user terminal 30 acquires text data (name, expiration date, license number, etc.) input by the user, and uses the camera 33 to It is configured to perform at least one of activating and acquiring (photographing) a driver's license image and reading the driver's license image from the storage unit 34.

As shown in FIG. 22(a), an image showing the contents of the input form is displayed on the touch panel 32 of the user terminal 30. For example, in the case of input form A, the user terminal 30 is configured to acquire text data (name, address, bank name, branch name, account number, etc.) input by the user. Then, as shown in FIG. 22(b), the user terminal 30 transmits the user's response information to the input form to the server device 10 based on the user's response information to the input form being input. The server device 10 is configured to store response information in the database 12a of the storage unit 12 as part of chat data.

FIG. 23 shows an example of a screen displayed on the touch panel 32 for obtaining user approval to start the camera 33. When the user touches "Approve" on the touch panel 32, the camera 33 is automatically activated on the browser outside the application of the user terminal 30, as shown in FIG. 24(a). Note that when the user touches "Reject" on the touch panel 32, the camera 33 is not activated and the screen returns to the chat screen with the operator.

When the camera 33 is activated, a guidance message and a guide G are displayed on the touch panel 32. For example, on the touch panel 32, a guidance message "Please align the vehicle body with the guide" is displayed, and the image captured by the camera 33 and the guide G are also displayed. Furthermore, if a plurality of captured images are required, a new guidance message and guide G are displayed on the touch panel 32 after the first image is captured, as shown in FIG. 24(b). The captured images and input information are transmitted from the user terminal 30 to the server device 10. The server device 10 stores the photographed image in the database 12a of the storage unit 12 as part of the chat data. According to this configuration, since the camera 33 is automatically activated, there is no need for the user to perform an operation on the user terminal 30 to activate the camera 33, and the server device 10 can also receive images taken from the user terminal 30. can be easily obtained. As a result, the work burden on the user is reduced, and the operator does not have to give detailed guidance to the user about taking pictures with the camera 33 and sending the images, so the work burden on the operator for acquiring the taken images is reduced. can be reduced. Moreover, since the user only has to photograph the object (vehicle body) based on the guide G displayed on the touch panel 32, it is possible to easily photograph an appropriate image. As a result, it is possible to suppress the user from re-capturing an image, thereby reducing the user's workload. Since photography is performed using an appropriate photography method (appropriate photography angle and subject photography position), the photography can be used to grasp the situation with high precision. Furthermore, when using captured images as learning data to improve AI or image recognition technology, there is a low possibility that the captured images will be inappropriately captured, so they can be used as useful data.

As shown in FIG. 3, input form response information is displayed on the display section 23 (for example, the lower right portion of the screen) of the operator terminal 20. According to this configuration, the business operator (operator) can chat in the login-based chat room R2 while visually checking user response information to the input form.

Here, the server device 10 is configured to limit the period during which the user terminal 30 can access chat data exchanged in the login-based chat room R2 to a predetermined period (for example, several tens of days). There is. That is, the server device 10 controls so that the user terminal 30 cannot access the chat data after a predetermined period has elapsed from the time when the chat data was generated. Here, if the user terminal 30 can be accessed even after the interaction between the user and the operator has ended and when access is not required, the case where someone other than the user accesses using the user terminal 30, There may be cases where a user accesses for purposes other than communicating with the operator. On the other hand, by restricting as described above, it is possible to reduce the possibility that someone other than the user accesses using the user terminal 30 or that the user accesses for purposes other than communicating with the operator. As a result, the security of chat data can be improved.

[About chat management system control processing]
(About control processing related to creation/change of conductor definition)
Next, with reference to FIG. 25, a control process regarding creation and modification of a conductor definition (URL) in the chat management system 100 of this embodiment will be described. This control process is executed by the control unit 11.

In step S101, with reference to the authority information in the storage unit 12, it is determined whether the operator has the authority to create/change the conductor definition. If the user has the authority, the process advances to step S102, and if the user does not have the authority, the control process regarding creation and modification of the conductor definition is terminated.

In step S102, a screen for creating/changing a conductor definition (for example, see FIG. 15) is displayed on the display unit 23. After that, there is a field for the operator to enter the name of the reception line, a field for the "question message" that the chat BOT engine sends to the user terminal 30, a field for options that the chat BOT engine sends to the user terminal 30, and a field for the options that the chat BOT engine sends to the user terminal 30. An input is made in the column of Web chat room R1 or login-based chat room R2 to which the user is directed.

In step S103, it is determined whether "create" has been operated. That is, it is determined whether the input by the operator has been completed. This determination is repeated until "Create" is operated, and if "Create" is operated, the process advances to step S104.

In step S104, a URL for accessing the chat BOT engine that operates according to the line definition corresponding to the content input by the operator is created. Thereafter, in step S105, a URL to which the user is directed is issued. For example, the URL is displayed (output) on the display unit 23 (see FIG. 14(b)). The operator then writes the displayed URL on a website, advertising flyer, or the like. Thereafter, the control process regarding creation and modification of the conductor definition is completed.

(Regarding control processing related to guiding users to web chat rooms and login-based chat rooms)
Next, with reference to FIG. 26, control processing of the chat management system 100 according to this embodiment will be described. FIG. 26 is a sequence diagram regarding control processing of chat management system 100. For convenience of explanation, in addition to the control process of the chat management system 100, the control process of the application provider server device 200 will also be explained. Furthermore, although one user terminal 30 and one operator terminal 20 are each shown in FIG. 26, there may be a plurality of them.

In step S31, the user terminal 30 accesses the URL based on the user's operation on the user terminal 30. Then, in step S1, a question (message/option) is transmitted from the chat BOT engine to the user terminal 30. Then, in step S32, the answer selected or input by the user is transmitted from the user terminal 30 to the server device 10. Note that in FIG. 26, step S1 and step S32 are illustrated as one exchange (transmission and reception), but step S1 and step S32 may be repeated multiple times.

In step S2, the web chat room R1 to be guided or the login-based chat room R2 to be guided to is determined. That is, the question by the chat BOT engine is finished, and the user is guided to the Web chat room R1 or the login-based chat room R2 by the chat BOT engine. Then, in step S3, a notification requesting the user to respond is sent to the operator terminal 20 of the operator corresponding to the Web chat room R1 or the login-based chat room R2.

In step S21, the operator performs an operation on the operator terminal 20 to open a web chat room R1 or a login-based chat room R2. If the chat room to which the user is guided is the web chat room R1, the operator and the user participate in the web chat room R1 in step S4. If the chat room to which the user is guided is the login-based chat room R2, the process advances to steps S8 and S41.

In step S23, the icon P6a (see FIG. 2) for guiding the user to the login-based chat room R2 (for moving between rooms) is operated. A command indicating that the icon P6a has been operated is transmitted from the operator terminal 20 to the server device 10. In step S8, a login-based chat room R2 is opened. Note that in this state, only the operator can participate in the login-based chat room R2.

In step S41, the application providing company server device 200 requests the user terminal 30 for approval to use the service of the application providing company server device 200. In step S33, a command indicating approval is transmitted from the user terminal 30 to the application provider server device 200 in response to the user's operation. In step S42, a message requesting approval of the business's account as a chat partner is transmitted from the application provider server device 200 to the user terminal 30. In step S34, a command indicating approval is transmitted from the user terminal 30 to the application provider server device 200 in response to the user's operation. Then, in step S43, the application provider server device 200 transmits a command to notify the server device 10 that the application has been approved. Then, a notification is sent from the server device 10 to the operator terminal 20 (step S9).

In step S10, the user participates in the login-based chat room R2. Thereafter, in step S24, a message is transmitted from the operator terminal 20 in the login-based chat room R2. In response, the server device 10 transmits a notification to the application provider server device 200 (step S11). The application provider server device 200 then notifies the user terminal 30. Then, based on the operation on the user terminal 30, a message is transmitted from the user terminal 30 to the operator terminal 20 via the server device 10 (steps S44 and S33). Further, chat content and transmitted data in the login-based chat room R2 are sequentially stored in the storage unit 12 of the server device 10.

Further, in steps S25, S12, and S45, the input form C is transmitted from the operator terminal 20 to the user terminal 30 via the server device 10 based on the operation by the operator in the login-based chat room R2. In step S34, the user's approval for starting the camera 33 is obtained. If approval is obtained, the process advances to step S35. In step S35, the camera 33 is automatically activated. Then, in step S36, after the user photographs the object, the answer result of the input form C including the photographed image is transmitted from the user terminal 30 to the server device 10, and in step S13, the answer result of the input form C is transmitted to the server device 10. It is transferred to the operator terminal 20. Thereby, the operator can obtain the response results of the input form C. Note that although FIG. 26 shows an example of transmitting input form C for the sake of explanation, the present disclosure is not limited to this. That is, an input form other than input form C may be transmitted, and if the operator determines that the input form does not need to be transmitted, the input form does not need to be transmitted.

[Modified example]
The embodiments described above are merely examples for implementing the present invention. Therefore, the present invention is not limited to the embodiments described above, and can be implemented by appropriately modifying the embodiments described above without departing from the spirit thereof.

(1) In the above embodiment, an example was shown in which the server device 10 is configured as a cloud server, but the present invention is not limited to this example. For example, the server device 10 may be configured as an on-premises server.

(2) In the above embodiment, an example is shown in which a chat BOT engine is provided, but the invention is not limited to this example. For example, the user may be directly guided to the web chat room R1 or the login-based chat room R2 without going through the chat BOT engine.

(3) In the above embodiment, an example was shown in which one user and one operator participate in the login-based chat room R2, but the present invention is not limited to this example. For example, one user and multiple operators may participate in the login-based chat room R2, multiple users and one operator may participate, or multiple users and multiple operators may participate in the login-based chat room R2. Operators may also participate.

(4) In the above embodiment, the business operator and the chat application providing company are described as being separate companies, but the present invention is not limited to this example. For example, a business may function as a chat application provider that manages user accounts.

(5) In the above embodiment, an example was shown in which a message is displayed as an image (characters), but the present invention is not limited to this example. That is, the message may be output as voice. For example, when the camera 33 is automatically activated when the input form C is inserted, a voice message may be provided to support the user's photographing work.

(6) In the above embodiment, an example was shown in which the web chat room R1 and the login-based chat room R2 are displayed as separate screens on the display unit 23 and the touch panel 32, but the present invention is not limited to this. That is, even if the display unit 23 displays the screen of the web chat room R1 and the screen of the login-based chat room R2 side by side on one screen, as in the chat management system 300 of the first modification shown in FIG. good. In this case, the screen area of the web chat room R1 and the screen area of the login-based chat room R2 may have different background colors or may have different message colors.

Further, the above-mentioned server device and program can be explained as follows.

The server device according to the first configuration is a server device that supports an operator of a business, and includes a web chat providing unit that provides a web chat room in which the user can participate without logging in, and a web chat providing unit that provides a web chat room in which the user can participate without logging in. A login-based chat providing unit that provides a login-based chat room that the user can participate in by logging in, and a display that displays information about the web chat room and information about the login-based chat room side by side on a display unit. A control unit (first configuration).

According to the first configuration, the server device manages both the Web chat room and the login-based chat room, so the operational burden and management burden can be reduced. Even when using both the web chat and the login-based chat, the operator can view both the information regarding the web chat room and the information regarding the login-based chat room. As a result, operators can easily see information about both web chat rooms and login-only chat rooms while responding to users, unlike when these pieces of information are displayed on separate devices. be able to. That is, when an operator responds to a user, there is no need to switch the display between information regarding the Web chat room and information regarding the login-based chat room, so the operator can quickly respond to the user.

In the first configuration, the display control unit further includes a storage unit in which a database in which the operator of the business operator and a plurality of users are associated is constructed, and the display control unit is configured to display information that the operator of the business operator is in charge of responding to in the web chat room. At least some of the users who are present in the chat room and at least some of the users who are handled by the operator of the business in the login-based chat room may be extracted from the database and displayed side by side on the display section (second composition).

According to the second configuration, both the user in the Web chat room that the operator is in charge of and the user in the login-based chat room can visually confirm the extracted information on the display unit. This allows operators to easily confirm the users they are responsible for, compared to the case where user information in a web chat room and user information in a login-based chat room are displayed on separate devices. .

In the first or second configuration, there is provided an inter-room transition processing unit that invites a user who has participated in a web chat room to a login-based chat room based on an input operation by an operator of a business operator in the web chat room. , may further be provided (third configuration).

Here, even if the content of the user's inquiry is determined to be simple and the user is guided to the web chat room, the operator can chat with the user in the web chat room to clarify the content of the user's inquiry. There are cases where the level of difficulty increases (inquiries about contract-related details, cases where it is necessary to respond over several days). Even in this case, according to the third configuration, the user can be easily guided from the web chat room to the login-based chat room according to the operator's operation, so that the content heard from the user in the web chat can be There is no need to ask again for login-based chat. Therefore, the user does not have to repeatedly inform the operator of the contents of the reception or the contents of the inquiry.

In any one of the first to third configurations, a question is asked to the user, and the user is guided to either a web chat room or a login-based chat room based on the user's answer to the question. , may further include a bot engine (fourth configuration).

According to the fourth configuration, the bot engine can automatically assign users to either a web chat room or a login-based chat room. As a result, the operator does not have to sort users into a Web chat room and a login-based chat room, which reduces the operator's workload.

In any one of the first to fourth configurations, the login-based chat providing unit may generate an input form for the user to input information in the login-based chat room (fifth configuration).

According to the fifth configuration, by using the input form, it is possible to save the operator the trouble of repeatedly asking questions in the login-based chat room, thereby reducing the operator's workload.

In the fifth configuration, the login-based chat providing unit may create an input form or change the contents of the input form based on the input operation of the operator of the business operator (sixth configuration).

According to the sixth configuration, the operator of the business can create a desired input form and can change (customize) the contents of the input form. As a result, the convenience of the input form can be improved.

In the sixth configuration, the login-based chat providing unit creates an input form based on the input operation of the operator of the business operator, based on authority information indicating whether the operator of the business operator can create the input form or change the contents. Alternatively, it may be determined whether or not the content can be changed (seventh configuration).

If all operators are allowed to create input forms or change the contents, the number of input forms may increase or the contents of input forms may be changed frequently. On the other hand, according to the seventh configuration, only an operator who is permitted to create an input form or change the contents can create an input form or change the contents. It is possible to prevent excessive changes in content.

In any one of the fifth to seventh configurations, when the input form is inserted in the login-based chat room, the login-based chat providing unit activates the imaging unit of the terminal of the user participating in the login-based chat room. and the image photographed by the photographing unit may be acquired from the user's terminal (eighth configuration).

According to the eighth configuration, since the photographing section of the user's terminal is automatically activated, there is no need for the user to operate the terminal to activate the photographing section, and images taken from the user's terminal are not required. can be easily obtained. As a result, the work burden on the user is reduced, and the operator does not have to give detailed guidance to the user about the imaging department taking pictures and sending the images, so the operator's work burden to obtain the taken images is reduced. can be reduced.

In the eighth configuration, the login-based chat providing unit may display a guide on the display unit of the user's terminal when activated by the photographing unit of the terminal of the user who participates in the login-based chat room. composition).

According to the ninth configuration, the user only needs to photograph the object based on the guide displayed on the display section of the user's terminal, so it is possible to easily photograph an appropriate image. As a result, it is possible to suppress the user from re-capturing an image, thereby reducing the user's workload. Since photography is performed using an appropriate photography method (appropriate photography angle and subject photography position), the photography can be used to grasp the situation with high precision. Furthermore, when using captured images as learning data to improve AI or image recognition technology, there is a low possibility that the captured images will be inappropriately captured, so they can be used as useful data.

The program according to the tenth configuration provides a process of providing a web chat room in which a user can participate without logging into a processor of a server device that supports an operator of a business operator, and a process of providing a web chat room in which the user can participate without logging in. , a process of providing a login-based chat room in which the user can participate, a process of displaying information about the web chat room and information about the login-based chat room side by side on a display unit, and (10th) composition).

According to the tenth configuration, as in the first configuration, both the web chat room and the login-based chat room can be managed, so the operational burden and management burden can be reduced. Even when using both the web chat and the login-based chat, the operator can view both the information regarding the web chat room and the information regarding the login-based chat room. As a result, operators can easily see information about both web chat rooms and login-only chat rooms while responding to users, unlike when these pieces of information are displayed on separate devices. be able to. As a result, even when using both Web chat and login-based chat, it is possible to suppress an increase in the operator's workload.

DESCRIPTION OF SYMBOLS 10... Server device, 11... Control unit, 12... Storage unit, 12a... Database, 13... Communication unit, 20... Operator terminal, 23... Display unit, 30... User terminal, 34... Camera, 100, 300... Chat management system , R1... Web chat room, R2... Login chat room

Claims (10)

A server device that supports operators of business operators,
a web chat providing department that provides a web chat room in which the user can participate without logging in;
a login-based chat providing unit that provides a login-based chat room in which the user can participate by approving an account of a business operator as a chat partner and logging into the server device ;
A server device comprising: a display control unit that displays information regarding the Web chat room and information regarding the login-based chat room side by side on a display unit of an operator terminal used by the operator . further comprising a storage unit in which a database in which operators of the business and a plurality of users are associated is constructed;
The display control unit may display at least some of the users who are handled by the operator of the business in the web chat room, and at least some of the users who are handled by the operator of the business in the login-based chat room. 2. The server device according to claim 1, wherein at least a portion of the data are extracted from the database and displayed side by side on the display unit. further comprising an inter-room migration processing unit that invites users who have participated in the web chat room to the login-based chat room based on an inter-room migration operation by the operator of the business in the web chat room; The server device according to claim 1 or 2. Claims 1 to 3 further comprising a bot engine that asks a user a question and guides the user to either the web chat room or the login-based chat room based on the user's answer to the question. The server device according to any one of the above. 5. The server device according to claim 1, wherein the login-based chat providing unit generates an input form for a user to input information in the login-based chat room. The server device according to claim 5, wherein the login-based chat providing unit creates the input form or changes the contents of the input form based on an input operation by an operator of the business operator. The login-based chat providing unit creates or contents of the input form based on the input operation of the operator of the business operator, based on authority information indicating whether the operator of the business operator can create the input form or change the contents. The server device according to claim 6, wherein the server device determines whether or not to change. The login-based chat providing unit transmits the input form to the terminal of a user participating in the login-based chat room, so that the input form is inserted in the login-based chat room and the user's input is entered into the input form. If there is, a photographing unit of a terminal of a user participating in the login-based chat room is activated , and an image photographed by the photographing unit is acquired from the user's terminal. The server device described. The server device according to claim 8, wherein the login-based chat providing unit displays a guide on a display unit of the user's terminal when activated by the photographing unit of the terminal of the user who participates in the login-based chat room. . In the processor of the server device that supports the operator of the business,
A process of providing a web chat room in which the user can participate without logging in;
a process of providing a login-based chat room in which the user can participate by approving an account of a business operator as a chat partner and logging into the server device ;
A program that executes a process of displaying information about the Web chat room and information about the login-based chat room side by side on a display unit of an operator terminal used by the operator .

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