JP7456882B2 - Server equipment and programs - Google Patents

Description

The present invention relates to a server device and program that provide a chat room.

Conventionally, chat applications (messaging applications) that allow users to exchange messages in real time are known (for example, Patent Document 1). Chat apps have a variety of advantages over e-mail communication, such as being able to have a conversation with the other party in real time, using emoticons that indicate emotions, and being able to check what has been read. It is widely used as a communication tool.

Patent No. 6095790

In recent years, various chat apps have been provided, but depending on the country or region, for example, there may be a de facto standard chat app that is used by the majority of smartphone users on a daily basis. Therefore, if a business other than the chat application provider can communicate with users via such a chat application, it would be very convenient for both the business and the user.

However, in conventional chat apps (chat room providing systems) including the system described in Patent Document 1, chat data in the app chat room is stored in a chat data management server of a chat app provider company. Therefore, even if a business other than the chat application provider uses the chat application, there is a problem in that highly confidential information cannot be exchanged with the user.

This disclosure was made in order to solve the above issues, and it is possible to exchange highly confidential information with users while maintaining the convenience of communication using app chat rooms. The purpose is to provide server devices and programs.

In order to achieve the above object, a server device according to a first aspect disclosed below is a server device of an operator configured to be able to communicate with an application provider server device of a chat application provider, and includes: An identification information acquisition unit that acquires user identification information in an app chat room managed by the app provider server device from the app provider server device; Alternatively, it includes a chat providing unit that provides a business chat room in which an operator and a user participate, and a storage unit that stores chat data related to the chat exchanged in the business chat room.

The program according to the second aspect is transmitted from the app provider server device to the processor of the server device of the operator, which is configured to be able to communicate with the app provider server device of the chat app provider company, and is managed by the app provider server device. a process of obtaining user identification information in an app chat room to be used, and a process of providing a business chat room in which a business chatbot or an operator and users participate while taking over the user identification information from the app chat room; A process of storing chat data regarding chats exchanged in a business chat room in a server device of the business is executed.

According to the configurations of the first and second aspects described above, there is provided a server device and a program that can exchange highly confidential information with a user while maintaining the convenience of communication using an app chat room. can do.

FIG. 1 is a diagram for explaining an overview of processing of a business system in one embodiment. FIG. 2 is a block diagram showing the configuration of a business system in one embodiment. FIG. 3(a) is a block diagram showing the configuration of a provider server device in one embodiment. FIG. 3(b) is a functional block diagram showing the configuration of the control section. FIG. 4 is a block diagram illustrating a configuration of an operator terminal according to an embodiment. FIG. 5 is a block diagram showing the configuration of a user terminal in one embodiment. FIG. 6 is a diagram illustrating an example of a screen corresponding to an app chat room in one embodiment. FIG. 7A is a diagram showing an example of a screen corresponding to the first chat room in one embodiment. FIG. 7(b) is a diagram for explaining the answer and question procedures in the first chat room in FIG. 7(a). FIG. 8 is a diagram showing an example of a screen corresponding to the second chat room displayed on the operator terminal in one embodiment. FIG. 9A is a diagram illustrating an example of a notification screen displayed on a user terminal in one embodiment. FIG. 9(b) is a diagram illustrating an example of a screen corresponding to the second chat room displayed on the user terminal in one embodiment. FIG. 10A is a diagram showing an example of a screen (state before input) corresponding to input form A displayed on the user terminal. FIG. 10(b) is a diagram showing an example of a screen (state after input) corresponding to input form A displayed on the user terminal. FIG. 11 is a diagram for explaining approval of camera activation using input form C in one embodiment. FIG. 12A is a diagram for explaining automatic activation of a camera using input form C in one embodiment. FIG. 12(b) is a diagram illustrating an example where multiple captured images are requested in input form C. FIG. 13 is a diagram illustrating an example of a search screen (state before search) displayed on the operator terminal in one embodiment. FIG. 14 is a diagram illustrating an example of a search screen (state after search) displayed on the operator terminal in one embodiment. FIG. 15 is a sequence diagram showing control processing of the operator's system in one embodiment. FIG. 16 is a diagram illustrating an example of the screen of the first chat room and the second chat room displayed on the display unit of the business system according to a 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.

[Summary of business system]
FIG. 1 is a diagram for explaining an overview of the processing of the business system 100 in this embodiment. The system 100 for business operators inherits the user identification information (UID) in the app chat room R1 provided by the chat application provider to the business operator's own first chat room R2 or second chat room R3. It has a function that allows a user and an operator of a business operator or a chat BOT engine to chat (exchange messages and data) in the first chat room R2 or the second chat room R3. Note that the first chat room R2 and the second chat room R3 are provided separately from the app chat room R1, and function as a business chat room in which businesses and users participate.

Here, the "business operator" is a different entity from the "chat application providing company," and the chat application providing company is not included in the business operator. Further, a business operator is a company that provides products and services to users. The system for business operators 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 business operators are The present disclosure is not limited to, but businesses in various industries can operate the system for businesses 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 legal 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, the "operator" is a person who operates the operator terminal 20 of the business 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.

A chat application provider is a company that is in the business of providing communication apps (message exchange apps/chat platform apps). 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. Further, the app chat room R1 is provided by the app provider server device 200 of the chat app provider. Further, the app chat room R1 operates on application software (chat app) provided by a chat app provider.

In the app chat room R1, the chat BOT engine of the official account of the business starts communication by chat with the user. Then, based on the user's operation or response content in the app chat room R1, the place for communication between the user and the business operator is transferred from the app chat room R1 to the first chat room R2 or the second chat room R3. Here, in this embodiment, when moving to the first chat room R2 or the second chat room R3, the user identification information in the app chat room R1 is inherited.

In the first chat room R2, for example, a chat BOT engine of a business operator communicates (responses) with a user by chatting. Note that the present disclosure is not limited to the chat BOT engine responding to the user, but an operator (person) of the business may respond to the user in the first chat room R2. In the second chat room R3, the operator of the business chats with the user. Data regarding chats in the first chat room R2 and the second chat room R3 (chat data D1) is stored in the business server device 10 (see FIG. 2). Further, the first chat room R2 and the second chat room R3 operate on at least one of the application browser of the chat application and a browser external to the chat application. External browsers include, for example, Safari, Firefox, Chrome, Edge, etc., but the present disclosure is not limited to these.

Here, the chat data D1 includes text data (chat messages) exchanged in the first chat room R2 and second chat room R3, and image data (still images or (video), user response information to the input form presented by the business operator, and information on the times at which each data was sent and received. The chat data D1 includes highly confidential information such as user personal information and contract information exchanged between the user and the business operator. Here, the first chat room R2 and the second chat room R3 have high security in that the chat data D1 is stored in the business server device 10 of the business operator itself.

According to the above configuration, even when a business operator and a user use the app chat room R1 provided by a chat app provider, in situations where highly confidential information is handled, the app A user can easily move from chat room R1 to first chat room R2 or second chat room R3. By taking over the user identification information, the user does not need to register an account or the like to use the first chat room R2 or the second chat room R3, thereby reducing the user's workload. Since the chat data D1 in the first chat room R2 and the second chat room R3 is stored in the business server device 10 of the business operator itself, the chat data D1 is stored in the application provider server device 200. In contrast, highly confidential information can be exchanged with users. As a result, highly confidential information can be exchanged with the user while maintaining the convenience of communication using the app chat room R1.

[Configuration of each part of the operator system]
FIG. 2 is a block diagram showing a schematic configuration of the operator system 100 in this embodiment. The system 100 for business operators provides a first chat room R2 and a second chat room R3 for exchanging data including highly confidential information between the business operator and the user via the network N; This is a system for managing chat data D1 in a first chat room R2 and a second chat room R3. The network N is, for example, a telecommunications line such as the Internet.

Further, the business system 100 includes a business server device 10 and a plurality of operator terminals 20. The operator server device 10 is configured to be able to communicate with each of a plurality of operator terminals 20 and a plurality of user terminals 30 via a network N. The operator server device 10, the plurality of operator terminals 20, and the plurality of user terminals 30 each communicate with an application provider server device 200 provided externally to the operator system 100 via the network N. configured to be possible.

Here, in the present disclosure, the operator's server device 10 may be one that the operator physically occupies, or may be one that only has usage rights, but the server device 10 in the server This means that management authority is, in principle, limited to the operator. Further, the business 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 for business operators may be shared by multiple businesses using a cloud server, or the server device 10 for business operators may be configured for each business operator on the cloud server. good. In other words, the operator server device 10 of each operator may be configured as a subdomain of the domain of the manufacturer (provider) of the operator system 100 in the cloud server. The operator system 100 may be provided as a so-called SaaS (Software as a Service). Further, in the cloud server, the operator server device 10 may be configured by setting a domain for each operator used by the operator system 100. That is, the business system 100 may be provided as an enterprise service.

FIG. 3A is a block diagram showing a schematic configuration of the server device 10 for business operators. FIG. 3(b) is a functional block diagram of the control unit 11. The business server device 10 includes a control section 11 , a storage section 12 , and a communication section 13 . 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. Chat data D1 and user identification information are stored in the database 12a in an associated manner. Further, the communication unit 13 is a communication interface configured to be connectable to the network N by wire or wirelessly.

The control unit 11 is configured to execute each control process in the business server device 10. Specifically, the control unit 11 has functions as an identification information acquisition unit, a chat providing unit, a display control unit, and a search processing unit. The identification information acquisition unit acquires user identification information in the app chat room R1 from the app provider server device 200. The chat providing unit provides the first chat room R2 and the second chat room R3 while inheriting the user identification information from the app chat room R1. The display control unit causes the display unit 23 of the operator terminal 20 to display information regarding the user identification information and the user's response to the input form. The search processing unit has a function of searching (extracting) at least one of user identification information and chat data D1 from the database 12a based on an input operation by an operator on the operator terminal 20.

FIG. 4 is a block diagram showing a schematic configuration of the operator terminal 20. As shown in FIG. FIG. 5 is a block diagram showing a schematic configuration of the user terminal 30. As shown in FIG. 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. Although FIG. 2 shows two operator terminals 20 and two user terminals 30, the number of operator terminals 20 and user terminals 30 is not limited to this.

As shown in FIG. 4, 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. 5, 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. Further, the camera 33 is configured to capture 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.

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. Then, each of the plurality of operator terminals 20 and the plurality of user terminals 30 accesses the provider server device 10 and displays a screen (see FIGS. 7 to 14) provided by the provider server device 10 on the browser. ) is configured to display.

(Example of app chat room screen)
6 is a diagram showing an example of a screen P1 corresponding to the application chat room R1. Application software for using the application chat room R1 provided by the application provider server device 200 is installed in each of the multiple operator terminals 20 and the multiple user terminals 30. This application software causes the user terminal 30 to display the screen P1 corresponding to the application chat room R1.

The application provider company server device 200 also stores user identification information (see FIG. 2) set for each user. The application provider company server device 200 also stores user identification information and information associated with the user identification information, such as a user name (display name on the chat application), a mobile phone number, a profile image (icon image), and a status message. The application provider company server device 200 also stores business operator identification information (see FIG. 2), which is information used when a business operator participates in the application chat room R1.

The application provider server device 200 provides an application chat room R1 in which the provider and users participate. That is, the application provider server device 200 generates an app chat room R1 corresponding to the user identification information and the operator identification information (for example, the operator's official account) based on the user identification information and the operator identification information. do. For example, when a business operator (business account) is approved as a chat partner on the chat application by the user terminal 30, the application provider server device 200 creates an application chat room R1.

As shown in FIG. 6, a screen P1 corresponding to the app chat room R1 is displayed on the touch panel 32 of the user terminal 30. A message P1e from the business account is first displayed on the screen P1. Although not shown in FIG. 5, when the user inputs a message, that message is also displayed on the screen P1. In the example of FIG. 6, icons P1a, P1b, P1c, and P1d as options are also displayed along with a message from the business account asking "Please select your business."

Information for identifying the location of the resource is associated with each of the icons P1a, P1b, P1c, and P1d. For example, each of the icons P1a, P1b, P1c, and P1d is associated with a different URL (Uniform Resource Locator). The user terminal 30 is configured to connect to the business server device 10 based on the URL corresponding to the icon touched by the user. Note that although the number of icons is shown as four in FIG. 6, the number of icons may be three or less or five or more. 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 (registered trademark) containing URL information may be displayed on the touch panel 32.

In the example of FIG. 6, rectangular icons P1a "Consultation", P1b "Request for materials", P1c "Change contract", and P1d "Others" are displayed on the touch panel 32. Note that in the example of FIG. 6, the URL is not displayed on the touch panel 32. For example, when the user performs a touch operation on the icon P1a "Consultation" or the icon P1b "Request for materials", the user terminal 30 moves to the first chat room R2 corresponding to each of the icons P1a "Consultation" and P1b "Request for materials". to access. Further, when the icon P1c "contract change" or the icon P1d "other" is touched by the user, the user terminal 30 accesses the second chat room R3 in the business server device 10.

(Example of the first chat room screen)
The business server device 10 provides a first chat room R2. The first chat room R2 handles more confidential information (personal information, etc.) than the application chat room R1, while simpler interactions (questions and selection of options) are performed than in the second chat room R3. In the present embodiment, an example is shown in which a chat BOT engine corresponding to each URL responds to the user in the first chat room R2, but an operator (person) may send a message to the user. In addition, although only one first chat room R2 is illustrated in FIG. 1, the present disclosure is not limited to this, and multiple first chat rooms R2 may be provided. For example, the first chat room R2 (chat BOT engine) may be provided for each base (sales office/office) of the business or for each person in charge.

The chat BOT engine presents message transmission and options to users who have moved from the application chat room R1. The business server device 10 is also configured to acquire user identification information (UID) corresponding to users participating in the first chat room R2 from the application provider server device 200. In detail, the business server device 10 transmits a request command to the application provider server device 200 requesting user identification information. Then, the application provider server device 200 transmits the user identification information to the business server device 10 in response to the request command. For example, the business server device 10 acquires a user name (name on the application service), an icon image (such as P3b in FIG. 8), a status message, etc. associated with the user identification information from the application provider server device 200. Then, the business server device 10 stores the acquired user identification information, etc. in the database 12a (see FIG. 2) of the storage unit 12.

FIGS. 7A and 7B are diagrams showing an example of an image P2 corresponding to the first chat room R2 when the user selects the "consultation" icon P1a in FIG. An image P2 corresponding to the first chat room R2 is displayed on the touch panel 32 of the user terminal 30. The chat BOT engine determines the options to present based on the results of the user's answers.

For example, as shown in FIG. 7A, first, the touch panel 32 displays an option P2a for further selecting the content of "consultation". Note that the touch panel 32 also displays a message P2c ("Please select the consultation content") from the chat BOT engine. Then, based on the user's operation (answer result) for the option P2a on the touch panel 32, a new option P2b is displayed on the touch panel 32, as shown in FIG. 7(b). For example, in the example in Figure 7(a), among the options "New contract", "Change of contract details", "Inquiry of contract details", and "Other" for "Consultation details", When the user touches "Change", the chat BOT engine displays new options for "Change contract details" such as "Change address/phone number" and "Contract plan" as shown in Figure 7(b). “Change” is displayed. Then, by repeating the display of options from the chat BOT engine and the user's responses, the contents of the reception are finalized. Note that there may be one or more options, and the questions and answers may be asked once or multiple times. Furthermore, in the first chat room R2, in addition to allowing the user to select from options, the chat BOT engine may present a form or the like for inputting personal information etc. to the user. For example, in the example shown in FIGS. 7(a) and 7(b), the user desires to change the contents of the contract with the business operator (specifically, the address or telephone number). Although not shown, in this case, in the first chat room R2, the chat BOT engine presents a form for the user to input the changed address, phone number, etc. address and phone number are obtained. Also, although not shown in the diagram, at an appropriate timing after moving to the first chat room R2, the user is required to enter the "customer number", "contract number", etc. registered with the operator. You can also do it. Since this information corresponds to highly confidential information, it is appropriate to handle it in the first chat room R2 rather than in the application chat room R1 of the application provider company.

(Example of second chat room screen)
FIG. 8 is a diagram showing an example of a screen P3 corresponding to the second chat room R3 on the operator terminal 20. 9(b), FIG. 10(a), and FIG. 10(b) are diagrams showing examples of the screen P4 corresponding to the second chat room R3 on the user terminal 30. Further, although only one second chat room R3 is illustrated in FIG. 1, the present disclosure is not limited to this. That is, a plurality of second chat rooms R3 may be provided. For example, the second chat room R3 may be provided for each business base (sales office/office) or for each person in charge.

The business server device 10 selects a second chat room R3 to which the user will migrate (direction destination) based on the reception details determined in the first chat room R2 or the user's response information in the app chat room R1. is determined. For example, at this time, a person in charge corresponding to the user may be determined from among the operators registered in the business server device 10. Note that the person in charge is not limited to one person, and a group of multiple people may be determined as the group in charge. Then, the business server device 10 sends an e-mail containing URL information corresponding to the second chat room R3 to the operator terminal 20 of the operator (person in charge) who responds to users in the second chat room R3, which is the migration destination. or display a notification R3a (push notification) (see FIG. 8) on the screen of the display unit 23 of the operator terminal 20. For example, the notification R3a includes the words "action required", the date and time when the notification was acquired, and the user name "Keita". Further, the business server device 10 may be configured to perform both e-mail and push notification, or may be configured to perform only one of them.

Specifically, the operator terminal 20 is configured to access the second chat room R3 of the business server device 10 based on the operator's operation on the operation unit 22 after receiving an email or notification R3a from the business server device 10. When a group in charge has been determined, the operator terminal 20 is configured to access the second chat room R3 of the business server device 10 by any operator in the group operating the operator terminal 20. For example, in the example of FIG. 8, a list of users in charge of the operator is displayed in the left part of the screen P3. When the operator operates the operation unit 22 for the user name "Hanako" in the list of users, the second chat room R3 with the user name "Hanako" is displayed in the center of the screen P3. In addition, the user name and profile image P3b are displayed in the upper part of the screen P3. In addition, the "customer number" and "telephone number", which are the information answered in the first chat room R2, are displayed in the upper part of the screen P3. Additionally, the right side of screen P3 displays status information P3c, responsible group information P3d, tags P3e, input form response information P3f, and the name of the person in charge (operator) (for example, "Ichiro").

FIG. 9A 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 second chat room R3, a notification indicating that the message has been input is sent to the users participating in the second chat room R3 via the application provider server device 200. . Note that a notification is also sent when an input form, which will be described later, is inserted. Specifically, a message P1f such as "New message received" and an icon P1g for transitioning to the second chat room R3 such as "Transfer to chat" are displayed on the touch panel 32. A URL corresponding to the second chat room R3 is associated with the icon P1g. When the user operates the icon P1g, the screen of the second chat room R3 shown in FIG. 9(b) is displayed on the touch panel 32.

As shown in FIG. 9(b), an image P4a of the second chat room R3 is displayed on the touch panel 32 of the user terminal 30. In the second chat room R3, for example, messages from users and messages from operators are displayed side by side in chronological order (e.g., vertically). In detail, the second chat room R3 includes a display of the text data entered by the user and the sending date and time in close proximity to each other together with the user's profile image P3b, and a display of the text data entered by the operator and the sending date and time in close proximity to each other. Furthermore, the message from the operator includes an indication that an input form has been inserted. Furthermore, the message from the user includes an indication that an answer has been given to the input form. Details of the input form will be described later.

In addition, as shown in FIG. 8, in addition to the second chat room R3, the user name and profile image P3b are displayed on the display unit 23, so the operator can check the user name and profile image P3b while It is possible to chat with users in the second chat room R3. As a result, it is possible to suppress misidentification of a user during a chat, thereby improving security in the second chat room R3.

As the status information P3c, if the second chat room R3 with the selected user (for example, "Hanako") has been opened, "Currently working" is displayed on the display unit 23, for example. Note that if the second chat room R3 with the selected user has not been established, for example, "before the start of correspondence" is displayed on the display unit 23 as the status information P3c.

The tag P3e is an image of a tag arbitrarily set for the selected user (for example, "Hanako"). Addition, modification, and deletion of the tag P3e are performed by an operator's operation on the operation unit 22.

Here, the business server device 10 is configured to limit the period during which the user terminal 30 can access the chat data D1 to a predetermined period (for example, several tens of days). That is, after a predetermined period has elapsed since the chat data D1 was generated, the business server device 10 controls the user terminal 30 so that it cannot access the chat data D1. 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. Therefore, the security of chat data D1 can be improved.

The database 12a also stores chat data D1 corresponding to each of the multiple user identification information. With this configuration, the database 12a can be used to easily manage the user identification information and the chat data D1. In detail, in the database 12a, a flag indicating whether or not the second chat room R3 has been opened is attached to each user identification information. The display unit 23 then displays an image P3g of a list of users before the second chat room R3 is opened, and an image P3h of a list of users after the second chat room R3 is opened.

In addition, in the image P3h of the list of users after the second chat room R3 is opened, a display P3i indicating that a chat reply is required is displayed near the user name for which the operator needs to reply to the chat. (For example, "Reply required") is displayed.

(Example of input form)
The business server device 10 (control unit 11) is configured to generate an input form for a user to input information in the second chat room R3. Here, the input form is a question item regarding highly confidential information that follows a predetermined format set in advance by the operator. According to this configuration, by using the input form, the business operator (operator) can save the trouble of repeatedly asking questions in the second chat room R3, so the work burden on the business operator (operator) can be reduced. .

Specifically, as shown in FIG. 8, the display unit 23 displays an icon P3j for selecting an input form to be inserted into the second chat room R3. 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 an image showing the license plate number and the state (damaged state) of the vehicle body. Note that the input form is not limited to the above example.

Then, when the icon P3j is selected by the operator, the operator terminal 20 transmits the input form corresponding to the selected icon P3j to the user terminal 30 via the business server device 10.

As shown in FIG. 10A, an image P4b 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 (account information acquisition form), the user terminal 30 is configured to acquire text data (name, address, bank name, branch name, account number, etc.) input by the user. It is configured. In addition, in the case of input form B (license information acquisition form), the user terminal 30 acquires text data (name, expiration date, license number, etc.) input by the user, and activates the camera 33 to obtain the license information. It is configured to perform at least one of acquiring (photographing) a driver's license image and reading the driver's license image from the storage unit 34.

Then, as shown in FIG. 10(b), the user terminal 30 transmits the user's response information to the input form to the business server device 10 based on the input of the user's response information to the input form. do. The business server device 10 stores, in the database 12a of the storage unit 12, data in which user identification information and user response information to the input form are associated.

Then, as shown in FIG. 8, input form response information P3f is displayed on the display unit 23 of the operator terminal 20. According to this configuration, the business operator (operator) can chat in the second chat room R3 while visually checking user response information to the input form.

As shown in FIGS. 11, 12(a), and 12(b), in the case of input form C (vehicle information acquisition form), the camera 33 is automatically activated on the browser of the user terminal 30. For example, the camera 33 is activated on the external browser described above. FIG. 11 shows an example of a screen displayed on the touch panel 32 for obtaining user approval to start the camera 33. For example, as shown in FIG. 11, a message such as "Are you sure you want to start the camera?" or "The second chat room requests camera access" (not shown) may appear on the touch panel 32. , "Approve" and "Reject" buttons are displayed. Then, as shown in FIG. 11, when the user touches "Approval" 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. 12(a). do. 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. Note that in the present disclosure, the camera 33 may be automatically activated without obtaining user approval to activate the camera 33.

As shown in FIG. 12(a), 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. 12(b). The photographed images and input information are transmitted from the user terminal 30 to the business server device 10. The business server device 10 stores the photographed image in the database 12a of the storage unit 12 as part of the chat data D1. According to this configuration, since the camera 33 is automatically started, there is no need for the user to operate the user terminal 30 to start the camera 33, and the operator server device 10 can take pictures from the user terminal 30. images 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.

(Example of search screen)
FIG. 13 is a diagram showing an example of a search screen on the operator terminal 20. The business server device 10 has a function of searching chat data D1 based on an operator's operation on the operation unit 22 of the operator terminal 20. Specifically, the operator terminal 20 is configured to display a search screen P5 on the display unit 23. The operator terminal 20 can then search for past chat messages and the like using the user name and the like as the search keyword P5a. Search keywords include, for example, in addition to the user name, the group to which the person in charge (operator) belongs, the date and time when the second chat room R3 (or the first chat room R2) was opened, the second chat room R3 (or the first chat room These are the date and time when room R2) was updated, and other free words. Further, when the operator selects the item "Status", the search range is narrowed down to the selected status. For example, if "Currently working" is selected, the search is performed only from users whose status is "Currently working". Then, the business server device 10 reads (extracts) chat data D1 corresponding to the search keyword P5a and the status from the database 12a, and transmits this chat data D1 to the operator terminal 20.

As shown in FIG. 14, the operator terminal 20 is configured to display the search result image P5b on the display unit 23. For example, the search result image P5b includes, as the read chat data D1, "opening date and time" which is the date and time when the second chat room R3 (or first chat room R2) was opened, "update date and time", "status", "Inquiry details", "Responsible (operator) group", "Responsible person (operator name)", "User name", "Telephone number", "Latest message", "Memo", "User name", " This is an image that displays a list of "Answer 1", "Answer 2" for the input form, "Answer 3" for the input form, etc. Further, when there is a plurality of read chat data D1, the operator terminal 20 displays a plurality of search result images P5b side by side on the display unit 23.

[About control processing of the operator system]
Next, with reference to FIG. 15, the control processing of the operator system 100 according to this embodiment will be described. FIG. 15 is a sequence diagram regarding the control processing of the business system 100. For convenience of explanation, in addition to the control process of the business operator system 100, the control process of the application provider server device 200 will also be explained. Further, although FIG. 15 shows one user terminal 30 and one operator terminal 20, there may be more than one.

In step S31, the business account is approved as a chat partner based on the user's operation on the user terminal 30. In step S41, the user and the business operator interact in the app chat room R1 (see FIG. 6) provided by the app provider server device 200.

In step S32, the user terminal 30 accesses the URL corresponding to the icon of the business server device 10. Then, in step S1, a request command requesting user identification information (UID), etc. is transmitted from the business server device 10 to the application provider server device 200. In step S42, user identification information and the like are transmitted from the application provider server device 200 to the business server device 10. Note that the process advances to step S2 or step S4 depending on the accessed URL.

In step S2, the chat BOT engine or operator of the business responds to the user in the first chat room R2 (FIGS. 7(a) and 7(b)). For example, in the first chat room R2, the chat BOT engine asks a question (presents options), and the user answers (selects an option). Further, the chat content and transmitted data in the first chat room R2 are sequentially stored in the storage unit 12 of the business server device 10. Then, in step S3, the contents of the reception are determined based on the exchange in the first chat room R2. For example, it is determined which second chat room R3 the user is to be guided from the first chat room R2.

In step S4, a notification is sent from the business server device 10 to the operator terminal 20. For example, a command is sent to the operator terminal 20 to request the operator to take action in the second chat room R3 to which the user is guided. In step S21, the operator performs an opening operation (operation for selecting a user in the list in FIG. 8) on the operator terminal 20.

In step S5, the business server device 10 opens a second chat room R3 (FIGS. 8 and 9(b)). In step S22, a message is sent from the operator terminal 20 to the business server device 10. Here, when the message is sent from the business server device 10, a notification indicating that the message has been sent to the application provider server device 200 is performed in step S6. Please note that this notification does not include highly confidential information. In step S43, a notification (see FIG. 9(a)) is sent to the user terminal 30 indicating that a message has been sent from the business server device 10. As a result, even if the user has temporarily stopped the operation of the browser corresponding to the second chat room R3, the user can be notified that a message has been sent from the business server device 10 via the app chat room R1. It becomes possible to recognize it. Then, in step S33, the user terminal 30 accesses the first chat room R2, and a chat between the business operator and the user is performed again. Further, the chat contents and transmitted data in the second chat room R3 are sequentially stored in the storage unit 12 of the business server device 10.

In step S23, the input form C is input from the operator terminal 20 to the second chat room R3 based on the operation by the operator. Then, a notification indicating that the input form C has been input to the second chat room R3 is sent to the user terminal 30 (steps S9 and S44). Here, if the input form C is set to automatically start the camera 33, in step S34, a display (see FIG. 11) is displayed to request the user to approve the start of the camera, and the user approves. Then, in step S35, the camera 33 is automatically started. 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 business server device 10. This allows the operator to obtain the answer result of the input form C. Note that in FIG. 15, an example of transmitting the input form C is described for the sake of explanation, but the present disclosure is not limited to this. That is, an input form other than the input form C may be transmitted, and if the operator determines that the transmission of the input form is unnecessary, the input form may not be transmitted. Then, the business server device 10 stores the chat data D1, including the answers to the input form in the second chat room R3, in association with the user identification information in the storage unit 12 (database 12a).

Thereby, highly confidential information can be exchanged with the user while maintaining the convenience of communication using the app chat room R1. Regarding the timing of storing the chat data D1 in the storage unit 12, the chat data D1 may be stored in the storage unit 12 each time the chat data D1 is generated or transmitted/received, or the chat data D1 may be stored in the storage unit 12 each time the chat data D1 is generated or transmitted/received, or the chat data D1 may be stored in the storage unit 12 based on the storage operation by the operator. , chat data D1 may be stored in the storage unit 12.

[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, but 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 business server device 10 is configured as a cloud server, but the present invention is not limited to this example. For example, the business server device 10 may be configured as an on-premises server.

(2) In the above embodiment, an example is shown in which both the first chat room R2 and the second chat room R3 are provided, but the present invention is not limited to this example. For example, the business server device 10 may be configured so that the application chat room R1 directly transitions to the second chat room R3 without providing the first chat room R2, or the second chat room R3 may be provided. Instead, the business server device 10 may be configured to transition from the app chat room R1 to only the first chat room R2.

(3) In the above embodiment, an example was shown in which one user and one operator participate in the second chat room R3, but the present invention is not limited to this example. For example, one user and multiple operators may participate in the second chat room R3, multiple users and one operator may participate, or multiple users and multiple operators may participate in the second chat room R3. Operators may also participate.

(4) In the above embodiment, as shown in FIG. 8, an example was shown in which the chat content in the second chat room R3 and the profile image P3b are displayed on the same screen, but the present invention is not limited to this example. That is, the chat content in the second chat room R3 and the profile image P3b may be displayed on separate screens.

(5) In the above embodiment, examples of input forms are shown in FIGS. 8 and 10 to 12, but the present invention is not limited to these examples. That is, the input form may be a form for inputting information other than account information, license information, and vehicle body information.

(6) In the above embodiment, as shown in FIG. 8, an example is shown in which the business server device 10 is configured to display the second chat room R3 and the input form response information P3f in different parts. However, it is not limited to this example. That is, the business server device 10 may be configured so that the user's response information to the input form is displayed on the screen of the second chat room R3.

(7) In the above embodiment, an example was shown in which the business server device 10 acquires user identification information from the application provider server device 200 in response to an operation on an icon from the user terminal 30 operated by the user. It is not limited to this example. That is, the business server device 10 may periodically acquire the user identification information from the application provider server device 200 regardless of the user's operation.

(8) In the above embodiment, when the operator sends a message or input form in the second chat room R3, a notification indicating that a message has been input is sent to the user via the application provider server device 200. Although an example of transmission is shown, the example is not limited to this example. For example, when an operator sends a message or an input form, a notification may be sent directly from the operator server device 10 to the user terminal 30, or a notification may be sent from the operator terminal 20 to the user terminal 30. .

The above-mentioned server device and program can be explained as follows.

The server device according to the first configuration is a server device of a business that is configured to be able to communicate with an app provider server device of a chat app provider company, and is configured to be able to communicate with an app provider server device of a chat app provider company, and is configured to be able to communicate with an app provider server device of a chat app provider company. An identification information acquisition unit that acquires user identification information in the app chat room managed by the operator, and an identification information acquisition unit that acquires user identification information in the app chat room managed by the operator, and an operator chat room in which the operator and the user participate in the operator's chatbot or operator with the user identification information inherited from the app chat room. and a storage unit that stores chat data related to chats exchanged in the business chat room (first configuration).

According to the first configuration above, even when a business operator and a user use an app chat room provided by a chat app provider, in situations where highly confidential information is handled, user identification information is inherited. , users can easily migrate from app chat rooms to business chat rooms. Since chat data in the business chat room is stored in the business's own storage unit, highly confidential information cannot be exchanged with the user, unlike the case where chat data is stored in the server device of the application provider. I can do it. As a result, highly confidential information can be exchanged with the user while maintaining the convenience of communication using the app chat room.

In the first configuration, a database in which user identification information and chat data are associated may be constructed in the storage unit (second configuration).

According to the second configuration, user identification information and chat data can be managed using a database.

The second configuration may further include a search processing unit that searches the database for at least one of user identification information and chat data based on an input operation by an operator on an operator terminal of the business operator (the third configuration ).

According to the third configuration, the operator can easily search for at least one of user identification information and chat data from the database.

In any one of the first to third configurations, the chat providing unit participates in the business chat room via the application provider server device based on a message input by the operator in the business chat room. The configuration may be such that a notification indicating that a message has been input is sent to the user who has entered the message (fourth configuration).

According to the fourth configuration, the operator can notify the user that a message has been input from the operator by using the application provided by the application company, without installing a dedicated application for the operator chat room on the user's terminal. Can be notified. Furthermore, since it is possible to prevent the user from noticing messages from the operator, chat (consultation with the user) can proceed quickly.

In any one of the first to fourth configurations, a display control unit may be further provided that displays information regarding the user identification information on the operator terminal of the business operator (fifth configuration).

According to the fifth configuration, the operator of the operator who operates the operator terminal of the operator can chat in the operator chat room while checking the information regarding the user identification information. As a result, the business operator (operator) can prevent misidentification of a user who is chatting, and thus can improve the security in the business chat room.

In any one of the first to fifth configurations, the chat providing unit generates an input form for a user to input information in the business chat room, and acquires user response information to the input form, The storage unit may be configured to associate and store user identification information and chat data including user response information to an input form (sixth configuration).

According to the sixth configuration, by using the input form, the business operator (operator) can save the trouble of repeatedly asking questions in the business chat room, thereby reducing the work burden on the business operator (operator). I can do it.

In the sixth configuration, the system may further include a display control unit that displays the user's response information to the input form on the operator terminal of the business operator (seventh configuration).

According to the seventh configuration, the operator of the business operator who operates the business terminal can chat in the business chat room while checking user response information to the input form.

In any one of the first to seventh configurations, the chat providing unit may be configured to open a business chat room based on a chat room opening operation on an operator terminal of the business operator. 8 configuration).

According to the eighth configuration, an operator who operates an operator terminal of a business operator can open a business chat room at a desired time.

The program according to the ninth configuration causes a processor of an operator's server device, configured to be able to communicate with an app provider server device of a chat app provider, to execute the following processes: acquiring user identification information for an app chat room managed by the app provider server device from the app provider server device; providing an operator chat room in which the operator's chatbot or operator and users participate, with the user identification information inherited from the app chat room; and storing chat data related to chats exchanged in the operator chat room in the operator's server device (ninth configuration).

According to the ninth configuration, similarly to the first configuration, highly confidential information can be exchanged with the user while maintaining the convenience of communication using the app chat room.

DESCRIPTION OF SYMBOLS 10... Server device for business operators, 11... Control unit, 12... Storage unit, 12a... Database, 20... Operator terminal, 22... Operation unit, 23... Display unit, 100... System for business operators, 200... Application provider company server Device, A B C...Input form, D1...Chat data, R1...App chat room, R2...First chat room, R3...Second chat room

Claims (9)

An operator's server device configured to be able to communicate with an app provider server device of a chat app provider,
an identification information acquisition unit that acquires user identification information corresponding to a user participating in an app chat room managed by the app provider server device from the app provider server device;
a chat providing unit that provides a business chat room in which a business chatbot or operator and the user corresponding to the user identification information participate, with the user identification information taken over from the app chat room;
A server device comprising: a storage unit that stores chat data regarding chats exchanged in the trader chat room. The server device according to claim 1, wherein a database in which the user identification information and the chat data are associated is constructed in the storage unit. The server device according to claim 2, further comprising a search processing unit that searches the database for at least one of the user identification information and the chat data based on an input operation by an operator to an operator terminal of the business operator. The chat providing unit inputs a message to a user participating in the trader chat room via the application provider server device based on a message input by an operator in the trader chat room. The server device according to any one of claims 1 to 3, wherein the server device transmits a notification indicating that the server device has received a notification. The server device according to any one of claims 1 to 4, further comprising a display control unit that causes information regarding the user identification information to be displayed on an operator terminal of a business operator. The chat providing unit generates an input form for a user to input information in the trader chat room, and acquires user response information to the input form,
6. The server device according to claim 1, wherein the storage unit stores the user identification information and the chat data including user response information to the input form in association with each other. The server device according to claim 6, further comprising a display control unit that displays user response information to the input form on an operator terminal of a business operator. The server device according to any one of claims 1 to 7, wherein the chat providing unit opens the business chat room based on a chat room opening operation on the business operator terminal. The processor of the operator's server device, which is configured to be able to communicate with the chat application provider's server device,
a process of acquiring user identification information corresponding to a user participating in an app chat room managed by the app providing company server device from the app providing company server device;
providing a business chat room in which a chatbot or operator of the business and the user corresponding to the user identification information participate, with the user identification information inherited from the app chat room;
A program that causes a server device of the business operator to store chat data related to chats exchanged in the business chat room.

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