JP7606892B2 - Information processing device, information processing method, and program - Google Patents

Description

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

Patent Document 1 discloses a television shopping service that uses a call center to sell products. Patent Document 2 discloses a call control server that is used in the call center.
[Prior Art Literature]
[Patent Documents]
[Patent Document 1] JP 2015-015608 A [Patent Document 2] JP 2018-007285 A

In a first aspect of the present invention, an information processing device is provided. The information processing device includes, for example, a detection unit that detects a call addressed to a first telephone number. The information processing device includes, for example, a determination unit that determines whether the call detected by the detection unit can be transferred to an operator terminal. The information processing device includes, for example, a message sending unit that sends a message to the user terminal that originated the call. In the information processing device, for example, when the determination unit determines that the call cannot be transferred to the operator terminal, the message sending unit sends a first message including a first URL, which is the URL of a web page related to a first product or a first service associated with the first telephone number, to the user terminal that originated the call.

The information processing device may include a first URL acquisition unit that acquires a first URL associated with a first telephone number by referring to a storage unit that stores (i) one or more telephone numbers and (ii) URLs of web pages related to one or more products or services in association with each other. In the information processing device, the storage unit may have a matter storage unit that stores one or more telephone numbers in association with matter identification information for identifying one or more products or services in association with each other. In the information processing device, the storage unit may have a URL storage unit that stores one or more matter identification information in association with URLs of web pages related to one or more products or services in association with each other. In the information processing device, the first URL acquisition unit may have a matter extraction unit that extracts matter identification information of the first product or first service associated with the first telephone number by referring to the matter storage unit. In the above information processing device, the first URL acquisition unit may have a URL extraction unit that refers to the URL storage unit and extracts the first URL based on the subject identification information extracted by the subject extraction unit. In the above information processing device, the storage unit may store (i) each of one or more telephone numbers, (ii) URLs of web pages related to one or more products or services, and (iii) a validity period of the correspondence between each telephone number and each URL in association with each other. In the above information processing device, the message sending unit may send the first message to the user terminal when the time when the detection unit detected the call is included in the validity period.

The above information processing device may include an automatic response unit that automatically responds when the determination unit determines that it is not possible to transfer the call to an operator terminal. The above information processing device may include a matter identification unit that identifies a first product or a first service from one or more products or services associated with the first telephone number. In the above information processing device, the automatic response unit may have a guidance output unit that outputs guidance for inquiring about the matter of the user using the user terminal. In the above information processing device, the automatic response unit may have an answer acquisition unit that acquires an answer to the guidance from the user terminal. In the above information processing device, the matter identification unit may identify the first product or the first service based on the answer acquired by the answer acquisition unit.

In the above information processing device, the first message may be a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service), or EMS (Enhanced Message Service). The above information processing device may include an arrival confirmation unit that confirms whether the first message has arrived at the user terminal. The above information processing device may include a disconnection unit that disconnects the call when the arrival confirmation unit confirms that the first message has arrived at the user terminal.

The information processing device may include an authentication information determination unit that determines authentication information for a user using a user terminal to authenticate a first message. In the information processing device, the message transmission unit may transmit a first message to the user terminal, further including authentication information determined by the authentication information determination unit. In the information processing device, the message transmission unit may transmit a second message for prompting access to a URL notified by the first message when a change occurs in the provision capability or specifications of the first product or first service after the first message is transmitted. The information processing device may include a second URL acquisition unit that acquires a second URL that is a URL of a web page related to a second product or second service related to the first product or first service. In the information processing device, the message transmission unit may transmit the first message further including the second URL to the user terminal. The information processing device may include a transfer control unit that controls transfer of the call detected by the detection unit to the operator terminal. In the information processing device, the transfer control unit may determine an order in which the calls are transferred to the operator terminal based on an accumulated value of the past waiting time of the user terminal.

In a second aspect of the present invention, an information processing method is provided. The information processing method has, for example, a detection step of detecting a call addressed to a first telephone number. The information processing method has, for example, a determination step of determining whether the call detected in the detection step can be transferred to an operator terminal. The information processing method has, for example, a message sending step of sending a first message including a first URL, which is the URL of a web page related to a first product or a first service associated with the first telephone number, to a user terminal that originated the call, when it is determined in the determination step that the call cannot be transferred to an operator terminal. The information processing method may be an information processing method executed by a computer. The subject of operation of each step in the information processing method may be a computer.

In a third aspect of the present invention, a program is provided. The program may be a program for causing a computer to function as the information processing device according to the first aspect. The program may be a program for causing a computer to execute the information processing method according to the second aspect. A computer-readable medium for storing the program may be provided. The computer-readable medium may be a non-transitory computer-readable medium. The computer-readable medium may be a computer-readable recording medium.

Note that the above summary of the invention does not list all of the necessary features of the present invention. Also, subcombinations of these features may also be inventions.

1 shows an example of a system configuration of a transaction support system 100. 2 illustrates an example of the internal configuration of the call control system 120. 2 illustrates an example of the internal configuration of the control server 234. 2 illustrates an example of the internal configuration of a call control unit 320. 2 shows an example of an internal configuration of a message management unit 340. 10 shows an example of information stored in the storage unit 520. 13 illustrates another example of information stored in the storage unit 520. 13 shows another example of the internal configuration of the waiting call management unit 434. 9 shows a schematic diagram of an example of a data table 900. 10 shows a schematic diagram of an example of a data table 1000. 1 illustrates an example of information processing in a call control system 120. An example of the system configuration of a computer 3000 is shown in schematic form.

The present invention will be described below through embodiments of the invention, but the following embodiments do not limit the invention according to the claims. Furthermore, not all of the combinations of features described in the embodiments are necessarily essential to the solution of the invention. In the drawings, the same reference numbers are used for the same or similar parts, and duplicate explanations may be omitted.

[Overview of transaction support system 100]
1 shows an example of a system configuration of a transaction support system 100. In this embodiment, the details of an example of the transaction support system 100 are described using as an example a case where a mail order business (not shown) sells a product or service (sometimes referred to as a product, etc.) and a customer 20 purchases the product, etc. However, it should be noted that the method of providing the product, etc. is not limited to this embodiment. In another embodiment, the customer 20 may apply to receive the product or service free of charge.

In this embodiment, the transaction support system 100 includes a call center 110, a web server 140, and a broadcasting facility 160. In this embodiment, the call center 110 includes a call control system 120 and one or more operator terminals 132. In this embodiment, the call control system 120 and each of the one or more operator terminals 132 are connected via the internal telephone network 122 of the call center 110.

In this embodiment, the call center 110 can transmit and receive voice messages to and from the user terminal 102 used by the customer 20 via the public telephone network 12. The call center 110 can transmit and receive messages based on SMS (Short Message Service), MMS (Multimedia Messaging Service), or EMS (Enhanced Message Service) to and from the user terminal 102 used by the customer 20 via the public telephone network 12. The call center 110 can also transmit and receive various types of data to and from the user terminal 102 used by the customer 20 via the communication network 14.

In this embodiment, the web server 140 can transmit and receive various data between the user terminal 102 and the call center 110 via the communication network 14. In this embodiment, the broadcasting facility 160 broadcasts television programs to one or more televisions 104. The broadcasting method of the broadcasting facility 160 may be a wireless broadcasting method, a cable broadcasting method, a satellite broadcasting method, or an Internet broadcasting method.

In this embodiment, the customer 20 uses the television 104 to view a television program broadcast by the broadcasting equipment 160. The television program introduces products and the like provided by the mail-order business. The television program also notifies the customer of (i) the telephone number of the call center 110 that accepts applications for the purchase of products and the like, (ii) the URL of the web page that accepts applications for the purchase of products and the like, and (iii) the application period or deadline. At least one of the telephone number and the URL may be presented as an encoded code such as a QR code (registered trademark), or may be output as a sound wave signal or an ultrasonic signal.

According to this embodiment, a specific telephone number is associated with a specific message. An example of a specific message is an application to receive a specific product or the like. This allows a specific telephone number to be associated with a specific product or the like. The correspondence between a specific telephone number and a specific message may be determined for each period. For example, an incoming call addressed to telephone number X between 10:00 and 11:00 is associated with an application to purchase product A, and an incoming call addressed to telephone number X between 11:00 and 12:00 is associated with an application to receive service B. Note that the call center 110 may identify the message of the customer 20 by having the customer 20 select a message using automated voice guidance.

In this embodiment, the customer 20 uses the user terminal 102 to call the call center 110, and informs the operator 32 of the operator terminal 132, with whom a call has been established, that the customer wishes to make an application to purchase a product or the like. However, if the call center 110 is inundated with calls, the call made by the user terminal 102 of the customer 20 is managed as a waiting call. While the call made by the user terminal 102 of the customer 20 is managed as a waiting call, an automated voice message such as "We are currently experiencing a high volume of calls. Please wait a moment," or "We are currently experiencing a high volume of calls. Please try again later" is played.

Therefore, according to one embodiment, the call center 110 transmits to the user terminal 102 of the customer 20 a message including the URL of a web page that accepts applications for the purchase of a product or the like associated with the telephone number called by the user terminal 102 of the customer 20. More specifically, the call center 110 first detects a call addressed to a telephone number related to an application for the purchase of a specific product or the like. The call center 110 determines whether the detected call can be transferred to the operator terminal 132. If it is determined that the call cannot be transferred to the operator terminal 132, the call center 110 transmits to the user terminal 102 that originated the call a message including the URL of a web page related to the specific product or the like associated with the telephone number.

This allows the customer 20 to apply for the purchase of a product or the like via the above-mentioned web page without having to wait a long time for the phone call to be connected. Furthermore, even if the customer 20 is not familiar with using the user terminal 102, the customer 20 can easily access the above-mentioned web page.

In another embodiment, the call center 110 manages the cumulative value of past waiting times (sometimes referred to as cumulative waiting time) for each of the one or more customers 20. The call center 110 may manage the cumulative waiting time for each of the one or more customers 20 for each business handled by the call center 110. The call center 110 uses the cumulative waiting time when transferring one of the one or more waiting calls to the operator terminal 132 and establishing a telephone call.

More specifically, the call center 110 first detects calls addressed to telephone numbers related to applications for the purchase of specific products, etc. In addition, the call center 110 controls the transfer of the detected calls to the operator terminal 132. At this time, the call center 110 determines the order in which the calls are transferred to the operator terminal 132 based on the accumulated waiting time of the user terminal 102 that originated the above-mentioned calls.

The order of one or more waiting calls is managed so that, for example, the longer the waiting time of a call, the lower the order. In this case, the next waiting call to be transferred to the operator terminal 132 will be number 1.

This allows the waiting time of one or more customers 20 to be averaged out. It also motivates the customers 20 to wait for short periods of time multiple times.

[Overview of each part related to the transaction support system 100]
In this embodiment, the public telephone network 12 provides a voice call service to a landline, a mobile phone, or a smartphone. The public telephone network 12 may provide a circuit-switched voice call service. The public telephone network 12 is realized by, for example, an analog line, a digital line, or a combination of these. The public telephone network 12 may provide services such as SMS, MMS, and EMS.

In this embodiment, the communication network 14 may be a transmission path for wired communication, a transmission path for wireless communication, or a combination of a transmission path for wireless communication and a transmission path for wired communication. The communication network 14 may include a wireless packet communication network, the Internet, a P2P network, a dedicated line, a VPN, a power line communication line, etc.

The communication network 14 may include (i) a mobile communication network such as a mobile phone network, or (ii) a wireless communication network such as a wireless MAN (e.g., WiMAX (registered trademark)), a wireless LAN (e.g., WiFi (registered trademark)), Bluetooth (registered trademark), Zigbee (registered trademark), or NFC (Near Field Communication). Wireless LAN, Bluetooth (registered trademark), Zigbee (registered trademark), and NFC may be examples of short-range wireless communication.

In this embodiment, the user terminal 102 originates a call via the public telephone network 12 to the telephone number of the call center 110. The user terminal 102 receives a message from the call center 110 via the public telephone network 12 or the communication network 14. The user terminal 102 also accesses the web server 140 via the communication network 14.

The details of the user terminal 102 are not particularly limited. Examples of the user terminal 102 include a personal computer and a mobile terminal. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or laptop computer, and a wearable computer.

In this embodiment, the television 104 receives information transmitted by the broadcasting equipment 160 and displays the information on the screen. The television 104 may be an example of a broadcast receiving device that receives broadcasts.

In this embodiment, the call center 110 handles calls from multiple customers 20. The call center 110 may have multiple telephone lines.

In this embodiment, the call control system 120 controls call connections between one or more user terminals 102 and one or more operator terminals 132. For example, when a customer 20 uses a user terminal 102 to call the call center 110, the call control system 120 establishes a call between one of the one or more operator terminals 132 and the user terminal 102. If there is no operator terminal 132 that can handle a call from the user terminal 102 of the customer 20, the call control system 120 puts the call on hold as a waiting call. Then, when an operator terminal 132 that can handle the above call is found, the call control system 120 establishes a call between the operator terminal 132 and the user terminal 102. Details of the call control system 120 will be described later.

In this embodiment, the operator terminal 132 is a telephone located within the premises of the call center 110. The details of the operator terminal 132 are not limited as long as the operator terminal 132 is a device that can make and receive calls via the call control system 120. The operator terminal 132 may be a landline telephone, a mobile phone, or a smartphone. The operator terminal 132 may be an IP telephone or a smartphone with a VoIP (Voice over Internet Protocol) internal call function. In other embodiments, at least a portion of one or more operator terminals 132 may be located outside the premises of the call center 110.

In this embodiment, the web server 140 provides web pages. The web server 140 may provide one or more web pages related to one or more products, etc. In response to a request from the user terminal 102, the web server 140 transmits to the user terminal 102 data of the web page indicated by the request.

In this embodiment, the broadcasting equipment 160 uses telecommunications technology to simultaneously transmit information such as video, audio, and text to specific or unspecified recipients. The broadcasting equipment 160 may broadcast television programs.

[Specific configuration of each part of the transaction support system 100]
Each part of the transaction support system 100 may be realized by hardware, software, or hardware and software. Each part of the transaction support system 100 may be realized, at least in part, by a single server or by multiple servers. Each part of the transaction support system 100 may be realized, at least in part, on a virtual machine or a cloud system. Each part of the transaction support system 100 may be realized, at least in part, by a personal computer or a mobile terminal. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or laptop computer, and a wearable computer. Each part of the transaction support system 100 may store information using a distributed ledger technology such as a blockchain or a distributed network.

When at least some of the components constituting the transaction support system 100 are realized by software, the components realized by the software may be realized by starting software or a program that defines the operation of the components in an information processing device of a general configuration. The information processing device of the general configuration described above may include (i) a data processing device having a processor such as a CPU or GPU, a ROM, a RAM, a communication interface, etc., (ii) input devices such as a keyboard, a pointing device, a touch panel, a camera, a voice input device, a gesture input device, various sensors, a GPS receiver, etc., (iii) output devices such as a display device, a voice output device, a vibration device, etc., and (iv) storage devices such as memory, HDD, SSD, etc. (including external storage devices).

In the information processing device of the above general configuration, the above data processing device or storage device may store the above software or program. The above software or program, when executed by a processor, causes the above information processing device to perform the operations defined by the software or program. The above software or program may be stored in a non-transitory computer-readable recording medium. The above software or program may be a program for causing a computer to function as the trading support system 100 or a part thereof. The above software or program may be a program for causing a computer to execute an information processing method in the trading support system 100 or a part thereof.

In one embodiment, the above information processing method has, for example, a detection step of detecting a call addressed to a first telephone number. The above information processing method has, for example, a determination step of determining whether the call detected in the detection step can be transferred to an operator terminal. The above information processing method has, for example, a message sending step of sending a first message including a first URL, which is the URL of a web page related to a first product or a first service associated with the first telephone number, to the user terminal that originated the call, if it is determined in the determination step that the call cannot be transferred to the operator terminal.

In another embodiment, the above information processing method includes, for example, a detection step of detecting a call destined for the first telephone number. The above information processing method includes, for example, a transfer control step of controlling the transfer of the call detected in the detection step to an operator terminal. In the above information processing method, the transfer control step includes, for example, a step of determining the order in which calls are transferred to operator terminals based on the cumulative value of past waiting times of the user terminal that originated the call.

The customer 20 may be an example of a user. The transaction support system 100 may be an example of an information processing device. The information call control system 120 may be an example of an information processing device. The transaction support system 100 may be an example of a transfer control device. The information call control system 120 may be an example of a transfer control device.

A telephone number related to an application to purchase a specific product, etc. may be an example of a first telephone number. The specific product, etc. may be an example of a first product or a first service. The URL of a web page related to the specific product, etc. may be an example of a first URL.

[An example of another embodiment]
In this embodiment, the details of the transaction support system 100 are described by taking as an example a case where the transaction support system 100 is used for, for example, applying to purchase a product at a call center of a mail-order business that operates a television shopping business. However, the use of the transaction support system 100 is not limited to a call center of a mail-order business. In other embodiments, the transaction support system 100 may be used for various inquiries about a product or service at a call center of a product manufacturer or seller, or a service provider. The transaction support system 100 may also be used for various inquiries about resident services at a public institution.

Figure 2 shows an example of the internal configuration of the call control system 120. In this embodiment, the call control system 120 includes, for example, a network switch 220, a PBX 232, a control server 234, a customer relationship management unit 236, and one or more information terminals 238. The call control system 120 includes, for example, a communication unit 242, a call recording unit 244, a call information management unit 246, and a storage unit 248.

In this embodiment, the network switch 220 is used to transmit information between each part of the call control system 120. The network switch 220 performs network connections for each part of the call control system 120.

In this embodiment, the PBX 232 is, for example, a private branch exchange located in the call center 110, and accommodates multiple operator terminals 132 located within the premises of the call center 110. The PBX 232 may be an Internet Protocol Private Branch Exchange (sometimes referred to as an IP-PBX).

For example, the PBX 232 accepts a call from the user terminal 102 of the customer 20. When the PBX 232 accepts a call from the user terminal 102, the PBX 232 performs, for example, (i) protocol conversion between the public telephone network 12 and the internal telephone network 122, (ii) circuit switching, and (iii) call control for outgoing and incoming calls. The PBX 232 controls, for example, call connections between the user terminal 102 and the operator terminal 132, and call connections between the operator terminals 132.

The PBX 232 may output various information (sometimes referred to as call information) related to calls made through the PBX 232 to the call information management unit 246. Examples of the call information include call identification information, information indicating the type of call, call origin identification information, call destination identification information, information indicating the time the call was started, and information indicating the time the call was ended. Examples of the call type include outgoing calls, incoming calls, forwarded calls, non-forwarded calls, outside calls, internal calls, and waiting calls.

In this embodiment, the incoming call allocation unit 233 allocates an incoming call from an outside line to one of one or more operator terminals 132. The incoming call allocation unit 233 may allocate an incoming call from an outside line to one of one or more operator terminals 132 based on an instruction from the control server 234.

In this embodiment, the control server 234 controls the operation of the call control system 120. The control server 234 has, for example, a CTI (Computer Telephony Integration) function, an IVR (Interactive Voice Response) function, and an ACD (Automatic Call Distribution) function. Details of the control server 234 will be described later.

In this embodiment, the customer relationship management unit 236 manages various information (sometimes referred to as customer information) relating to each of the one or more customers 20. For example, the customer relationship management unit 236 manages personal information of each of the one or more customers 20. The customer relationship management unit 236 manages a history of inquiries from each of the one or more customers 20. The customer relationship management unit 236 may also manage a history of responses to the inquiries. The customer relationship management unit 236 may manage a history of transactions with each of the one or more customers 20. The customer relationship management unit 236 may associate a customer ID for identifying each of the one or more customers 20 with the customer information of each customer and store the associated information in the storage unit 248.

In this embodiment, the information terminal 238 functions as an input/output interface between each of the one or more operators 32 and one or more supervisors 36 and the call control system 120. The information terminal 238 accepts input of instructions or information from the operators 32 or supervisors 36 to the call control system 120. The information terminal 238 presents instructions or information from the call control system 120 to the operators 32 or supervisors 36.

Examples of the information terminal 238 include a personal computer and a mobile terminal. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or laptop computer, and a wearable computer.

The information terminal 238 includes, for example, a communication device, an input device, an output device, a self-position estimation device, and a gaze detection device. Examples of the input device include a keyboard, a pointing device, a voice input device (for example, a microphone), an image input device (for example, a camera), a voice recognition device, and an image recognition device. The image input device may capture still images or may capture moving images. The image input device may record images and sounds. Examples of the output device include a display, a projector, a speaker, an ultrasonic output device, a vibration output device, and a printer.

In this embodiment, the communication unit 242 transmits and receives information between at least one of the user terminal 102 and the web server 140 via the communication network 14. The communication unit 242 may support one or more communication protocols.

In this embodiment, the call recording unit 244 records at least a portion of the call between the user terminal 102 and the operator terminal 132. For example, the call recording unit 244 records at least a portion of the call between the user terminal 102 and the specific operator terminal 132 by acquiring a call packet addressed to the specific operator terminal 132 that the PBX 232 outputs to the internal telephone network 122.

In this embodiment, the call information management unit 246 manages various information related to calls made via the PBX 232. For example, the call information management unit 246 stores the call information output by the PBX 232 in the storage unit 248. The call information management unit 246 may store the recording data of the call recorded by the call recording unit 244 in the storage unit 248 in association with the call identification information of the call.

In this embodiment, the storage unit 248 stores various types of information. The storage unit 248 may store information used for information processing in the call control system 120. The storage unit 248 may store information generated by information processing in the call control system 120.

The control server 234 may be an example of an information processing device. The control server 234 may be an example of a transfer control device.

Figure 3 shows an example of the internal configuration of the control server 234. In this embodiment, the control server 234 includes a CTI control unit 310, a call control unit 320, an automatic response unit 330, a message management unit 340, and a balance management unit 350. In this embodiment, the automatic response unit 330 includes a guidance output unit 332 and an answer acquisition unit 334.

In this embodiment, the CTI control unit 310 realizes the CTI function. In other words, the CTI control unit 310 executes information processing to integrate a computer with telephone-related devices such as a telephone, a PBX, a FAX, and a modem.

For example, the CTI control unit 310 associates (i) an operator terminal 132 used by each of one or more operators 32 and one or more supervisors 36 with (ii) an information terminal 238 used by each of one or more operators 32 and one or more supervisors 36. This allows the operators 32 and supervisors 36 to make and receive phone calls and make and receive calls using the information terminal 238.

The CTI control unit 310 also searches the customer relationship management unit 236 to extract information about the specific customer 20, for example, when the operator 32 or supervisor 36 is talking to the specific customer 20. The CTI control unit 310 also transmits information about the specific customer to the information terminal 238 used by the operator 32 or supervisor 36 who is talking to the specific customer 20.

In this embodiment, the call control unit 320 controls the call connection between each of the one or more user terminals 102 and each of the one or more operator terminals 132. The call control unit 320 may determine whether or not a call from the user terminal 102 of the customer 20 can be transferred. For example, if an operator terminal 132 capable of handling the above call is detected among the one or more operator terminals 132, the call control unit 320 determines that the call from the user terminal 102 of the customer 20 can be transferred to the operator terminal 132. On the other hand, if an operator terminal 132 capable of handling the above call is not detected among the one or more operator terminals 132, the call control unit 320 determines that the call from the user terminal 102 of the customer 20 cannot be transferred to the operator terminal 132. Details of the call control unit 320 will be described later.

In this embodiment, the automatic response unit 330 realizes an IVR function. That is, the automatic response unit 330 automatically responds to telephone inquiries from the customer 20 by providing voice guidance. For example, if the call control unit 320 determines that a call from the user terminal 102 of the customer 20 cannot be transferred to the operator terminal 132, the automatic response unit 330 may automatically respond.

In this embodiment, the guidance output unit 332 outputs guidance to the user terminal 102 for inquiring about the business of the customer 20 who uses the user terminal 102. The guidance output unit 332 may output audio guidance.

For example, when a call addressed to the call center 110 is detected, the guidance output unit 332 plays a pre-recorded voice guidance. The voice guidance may include questions for the caller of the call (e.g., customer 20). For example, the voice guidance includes a question asking about the subject of the call. Examples of questions asking about the subject of the call include (i) the type of product, etc. that the customer 20 wishes to apply for purchase, etc., (ii) the type of product, etc. provided to the customer 20, and (iii) whether or not the customer 20 needs a service. An example of a service provided to the customer 20 is a service that sends a message including a URL of a web page related to the product, etc., to the user terminal 102 of the customer 20.

In this embodiment, the answer acquisition unit 334 acquires an answer to the voice guidance. For example, the caller of the above call can answer the question from the guidance output unit 332 by operating the user terminal 102 according to the voice guidance. For example, the caller can answer the above question by inputting the corresponding number or symbol into the user terminal 102 according to the voice guidance. The answer acquisition unit 334 may acquire the above answer by acquiring, from the user terminal 102 of the caller, information that the caller input into the user terminal 102.

In this embodiment, the message management unit 340 manages messages sent to the user terminal 102 used by the customer 20. Details of the message management unit 340 will be described later.

In this embodiment, the balance management unit 350 manages the balance of electronic value for each of one or more customers 20. Examples of electronic value include points, mileage, electronic money, cryptocurrency, and digital currency. The balance management unit 350 may execute a payment process related to products and services purchased by the customer 20. It may also execute a payment process related to electronic value exchanged for currency by the customer 20. The balance management unit 350 may execute the above payment process in cooperation with an external information processing device (e.g., a server of a credit card company, financial institution, etc.).

The balance management unit 350 may execute a payment process for electronic value in response to a request from the customer 20. For example, the balance management unit 350 receives a request from the user terminal 102 used by the customer 20 to acquire a product, service, or right by using at least a portion of the balance of the customer 20's electronic value. The balance management unit 350 executes a process to transfer the customer 20's electronic value to the account of the transferor of the product, service, or right.

The call control unit 320 may be an example of a detection unit, a subject identification unit, or a transfer control unit. The call control unit 320 may be an example of a determination unit or a disconnection unit. The call control unit 320 may be an example of a transfer control device. The message management unit 340 may be an example of a message sending unit, a first URL acquisition unit, a second URL acquisition unit, a reach confirmation unit, or an authentication information determination unit.

Figure 4 shows an example of the internal configuration of the call control unit 320. In this embodiment, the call control unit 320 includes a detection unit 410, a message specification unit 420, and a transfer control unit 430. In this embodiment, the transfer control unit 430 includes a determination unit 432, a waiting call management unit 434, a transfer unit 436, and a disconnection unit 438.

In this embodiment, the detection unit 410 detects a call addressed to a telephone number related to an application for the purchase of a specific product, etc. For example, the detection unit 410 detects a call made by the user terminal 102 of the customer 20 addressed to one of the one or more telephone numbers assigned to the call center 110. The detection unit 410 outputs information related to the detected call to the CTI control unit 310. The detection unit 410 also outputs information indicating that the call has been detected to the transfer control unit 430.

In this embodiment, the matter identification unit 420 identifies the matter of the customer 20 who uses the user terminal 102 that originated the call. As described above, examples of the matter include (i) the type of product, etc. that the customer 20 wishes to apply for purchase, etc., (ii) the type of product, etc. that will be provided to the customer 20, and (iii) the need for a service to be provided to the customer 20.

The matter identification unit 420 may output information indicating the identified matter to the transfer control unit 430. This allows the transfer control unit 430 to control the call from the user terminal 102 used by the customer 20, taking into account the matter of the customer 20. For example, the transfer control unit 430 can control the transfer of the above call to the operator terminal 132, taking into account the matter of the customer 20.

In one embodiment, the matter identification unit 420 identifies the matter of the customer 20 based on the telephone number specified as the destination of the call. The matter identification unit 420 may also identify the matter of the customer 20 based on the telephone number specified as the destination of the call and the period during which the call was detected.

For example, in television shopping, products, etc. are associated in advance with telephone numbers, and telephone numbers used to apply for the purchase of products, etc. introduced in the television program are presented during the television program. This allows the matter identification unit 420 to identify the matter of the customer 20 based on the telephone number. Also, in television shopping, different types of products, etc. are introduced for each broadcast time. In this case, the broadcast time, products, etc., and telephone numbers are associated in advance. This allows the matter identification unit 420 to identify the matter of the customer 20 based on the telephone number and the period during which the call was detected.

In another embodiment, the matter identification unit 420 identifies the matter of the customer 20 based on the answer acquired by the answer acquisition unit 334. For example, the guidance output unit 332 outputs audio guidance in which numbers are associated with products, etc. The customer 20 inputs numbers corresponding to the matter of the customer 20 into the user terminal 102. According to this embodiment, the correspondence between the numbers input by the customer 20 and the matter is predetermined, so that the matter identification unit 420 can identify, for example, a product, etc. corresponding to the answer acquired by the answer acquisition unit 334 as the matter of the customer 20. This allows the matter identification unit 420 to identify a single product, etc. as the matter from one or more products, etc. associated with a single telephone number.

In this embodiment, the transfer control unit 430 controls the transfer of calls. For example, the transfer control unit 430 controls the transfer of the call detected by the detection unit 410 to the operator terminal 132. The transfer control unit 430 may control the operation of the incoming call allocation unit 233 to control the transfer of the call detected by the detection unit 410 to the operator terminal 132.

When the incoming call allocation unit 233 transfers the call detected by the detection unit 410 to the operator terminal 132, a telephone call is established between the user terminal 102 that originated the call and the operator terminal 132. The incoming call allocation unit 233 may hold the call detected by the detection unit 410 until the transfer control unit 430 determines the transfer destination of the call. The incoming call allocation unit 233 may disconnect the call detected by the detection unit 410 as necessary. For example, after the message management unit 340 sends a message to the user terminal 102 that originated the call, the incoming call allocation unit 233 disconnects the call based on an instruction from the transfer control unit 430.

In this embodiment, the transfer control unit 430 determines the order in which the call is transferred to the operator terminal 132 based on the accumulated waiting time of the user terminal 102 that originated the above call. For example, the transfer control unit 430 determines the order in which the call is transferred to the operator terminal such that the larger the accumulated waiting time value of the user terminal 102 that originated the above call is, the lower the order in which the call is transferred to the operator terminal.

This allows the waiting time of one or more customers 20 to be averaged out. It also motivates the customers 20 to wait for short periods of time multiple times.

In this embodiment, the determination unit 432 determines whether the call detected by the detection unit 410 can be transferred to the operator terminal 132. For example, the determination unit 432 monitors the operation status of each of the one or more operator terminals 132. Then, when the detection unit 410 detects a call, the determination unit 432 determines whether the call detected by the detection unit 410 can be transferred to any one of the one or more operator terminals 132 based on the operation status of each of the one or more operator terminals 132.

When the determination unit 432 determines that the call detected by the detection unit 410 can be transferred to one of the one or more operator terminals 132, the determination unit 432 outputs, for example, (i) information indicating that the call can be transferred, or (ii) identification information of the transfer destination operator terminal 132 to the transfer unit 436. On the other hand, when the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to one of the one or more operator terminals 132, the determination unit 432 outputs information indicating that the call cannot be transferred to the waiting call management unit 434. In addition, the determination unit 432 may control the incoming call allocation unit 233 to put the above-mentioned call on hold.

In this embodiment, the waiting call management unit 434 manages one or more waiting calls. For example, the waiting call management unit 434 manages the order in which each of the one or more waiting calls is transferred to the operator terminal 132. Details of the waiting call management unit 434 will be described later.

In this embodiment, the transfer unit 436 transfers the call detected by the detection unit 410 to one of the one or more operator terminals 132. The transfer unit 436, for example, controls the incoming call allocation unit 233 to transfer the above call to the above operator terminal 132. The transfer unit 436 may transfer one or more waiting calls to the operator terminal 132 according to the order managed by the waiting call management unit 434.

In this embodiment, the disconnection unit 438 disconnects the call detected by the detection unit 410. The forwarding unit 436 may, for example, control the incoming call allocation unit 233 to disconnect the call. For example, the message management unit 340 may send a message to the user terminal 102 that originated the call. When the message management unit 340 confirms that the message has been sent to the user terminal 102, the disconnection unit 438 disconnects the call. The disconnection unit 438 may determine whether to disconnect the call based on (i) the content of the message, or (ii) the response of the customer 20 regarding whether to disconnect the call after receiving the message.

Figure 5 shows an example of the internal configuration of the message management unit 340. In this embodiment, the message management unit 340 includes a first URL acquisition unit 510, a storage unit 520, an authentication information determination unit 530, a second URL acquisition unit 540, a message transmission unit 552, and an arrival confirmation unit 554. In this embodiment, the first URL acquisition unit 510 includes a matter extraction unit 512 and a URL extraction unit 514. In this embodiment, the storage unit 520 includes a matter storage unit 522 and a URL storage unit 524.

In this embodiment, the first URL acquisition unit 510 acquires the URL of a web page associated with a telephone number specified as the destination of the call detected by the detection unit 410. The first URL acquisition unit 510 may acquire the above URL by referring to the information stored in the URL storage unit 524. The first URL acquisition unit 510 may extract the above URL by referring to the information stored in the URL storage unit 524, using the telephone number specified as the destination of the call detected by the detection unit 410 as a key.

In this embodiment, the matter extraction unit 512 refers to the information stored in the matter storage unit 522 and extracts identification information (sometimes referred to as matter identification information) of a product or service associated with a telephone number specified as the destination of a call detected by the detection unit 410. Details of the information stored in the matter storage unit 522 will be described later.

For example, the matter extraction unit 512 refers to the information stored in the matter storage unit 522 and uses the telephone number designated as the destination of the call detected by the detection unit 410 as a key to extract identification information of the product, etc. associated with the telephone number. The matter extraction unit 512 may refer to the information stored in the matter storage unit 522 and extract identification information of the product, etc. associated with the telephone number as a key to ...

In this embodiment, the URL extraction unit 514 refers to the information stored in the URL storage unit 524 and extracts the above URL based on the information extracted by the subject extraction unit 512. Details of the information stored in the URL storage unit 524 will be described later.

In this embodiment, the storage unit 520 stores (i) one or more telephone numbers and (ii) the URL of a web page related to one or more products or services in association with each other. For example, if the storage unit 520 is storing data for telephone shopping, the storage unit 520 stores (i) the telephone number of the call center 110 that accepts applications for the purchase of products, etc., and (ii) the URL of the web page that accepts applications for the purchase of the above-mentioned products, etc., in association with each other.

The storage unit 520 may store (i) each of one or more telephone numbers, (ii) the URL of a web page related to one or more products or services, and (iii) the validity period of the correspondence between each telephone number and each URL, in association with each other. For example, if the storage unit 520 stores data for telephone shopping, the storage unit 520 stores (i) the telephone number of the call center 110 that accepts applications for the purchase of products, etc., (ii) the URL of the web page that accepts applications for the purchase of the above products, etc., and (iii) the acceptance period for applications for the purchase of the above products, etc., for the above telephone number, in association with each other.

In this embodiment, the matter storage unit 522 stores (i) one or more telephone numbers and (ii) identification information of the matter that can be handled by each telephone number (sometimes referred to as matter identification information) in association with each other. For example, the matter storage unit 522 stores (i) one or more telephone numbers and identification information of one or more products, etc. in association with each other. For each of the one or more telephone numbers, the matter storage unit 522 may store (i) a combination of each telephone number and information indicating the matter of the customer 20 acquired by the answer acquisition unit 334, and (ii) identification information of the matter that can be handled by each telephone number (or the above combination) in association with each other. Details of the data stored in the matter storage unit 522 will be described later.

In this embodiment, the URL storage unit 524 stores one or more pieces of subject identification information in association with the URL of a web page related to one or more products or services. For example, the URL storage unit 524 stores, for each of one or more products, etc., the identification information of each product, etc. in association with the URL of a web page related to each product, etc.

In this embodiment, the authentication information determination unit 530 determines the authentication information to be used when sending a message from the message management unit 340 to the user terminal 102. The authentication information determination unit 530 determines the password, passphrase, keyword, key phrase, etc. specified by the customer 20 as the authentication information. The authentication information determination unit 530 may determine the authentication information for each customer and each purpose.

The authentication information determination unit 530 outputs the above authentication information to the message management unit 340. The message management unit 340 includes the authentication information determined by the authentication information determination unit 530 as part of the message to be sent to the user terminal 102 of the customer 20. For example, the message management unit 340 includes the above authentication information in the title of the message. The message management unit 340 may also include the above authentication information in the body of the message. This allows the customer 20 who receives a message from the message management unit 340 to authenticate that the message is a legitimate message or that the sender of the message is the call center 110.

In this embodiment, the second URL acquisition unit 540 acquires the URL of a web page related to products, etc. (sometimes referred to as related products, etc.) related to the product, etc. associated with the telephone number specified as the destination of the call detected by the detection unit 410. The second URL acquisition unit 540 may determine the related products, etc. by using a known recommendation technique. For example, the second URL acquisition unit 540 refers to the URL storage unit 524 and acquires the URL of the web page related to the related products, etc. using the identification information of the related products, etc. as a key.

In this embodiment, the message sending unit 552 sends a message to the user terminal 102 that made the call detected by the detection unit 410. The above message may be a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service), or EMS (Enhanced Message Service).

For example, if the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to the operator terminal 132, the message sending unit 552 sends the above message. In this case, the above message may include the URL of a web page related to a product or the like associated with the telephone number specified as the destination of the call detected by the detection unit 410. For example, the message sending unit 552 sends a message including the URL acquired by the first URL acquisition unit 510 to the above user terminal 102.

As described above, if the determination unit 432 determines that the call detected by the detection unit 410 cannot be transferred to the operator terminal 132, the call detected by the detection unit 410 is managed as a waiting call.

During the period in which the call detected by the detection unit 410 is managed as a waiting call, the guidance output unit 332 may output a voice guidance to inquire of the customer 20 whether or not the above message is required. If the answer acquisition unit 334 acquires an answer indicating that the above message is required, the message sending unit 552 may send the above message. On the other hand, if the answer acquisition unit 334 acquires an answer indicating that the above message is not required, the message sending unit 552 may not need to send the above message.

In addition, during the period in which the call detected by the detection unit 410 is managed as a waiting call, the guidance output unit 332 may output a voice guide to inquire of the customer 20 whether or not it is OK to disconnect the call after sending the above message. When the answer acquisition unit 334 acquires an answer indicating that it is OK to disconnect the call, and the message sending unit 552 confirms that the message has arrived, the message sending unit 552 may output information indicating that the message has arrived at the user terminal 102 to the transfer control unit 430. When the transfer control unit 430 acquires the above information, the disconnection unit 438 disconnects the above call.

In this embodiment, if the time when the detection unit 410 detects the call is included within the period of the predetermined validity period, the message sending unit 552 may send the above message to the user terminal 102. On the other hand, if the time when the detection unit 410 detects the call is not included within the period of the predetermined validity period, the message sending unit 552 may not need to send the above message to the user terminal 102. An example of the above validity period is the period during which an application for the purchase of a product or the like associated with the telephone number specified as the destination of the call detected by the detection unit 410 is accepted.

The message sending unit 552 may send to the user terminal 102 a message that further includes the authentication information determined by the authentication information determination unit 530. The message sending unit 552 may send to the user terminal 102 a message that further includes the URL of a web page related to related products, etc., acquired by the second URL acquisition unit 540.

After the message sending unit 552 sends to the user terminal 102 a message including the URL of a web page related to the product or the like associated with the telephone number specified as the destination of the call detected by the detection unit 410 (i.e., the URL acquired by the first URL acquisition unit 510), a change may occur in the provision capability or specifications of the product or the like. For example, this may occur when (i) the product is restocked, (ii) a television shopping program is rebroadcast, or (iii) a new product or a successor product is released.

In this case, the message sending unit 552 may send an additional message to the user terminal 102 of the customer 20 to prompt the customer 20 to access the URL notified by the sent message. The additional message may include the authentication information notified by the sent message. The additional message may include the URL notified by the sent message, or may not include the URL. If the additional message does not include the URL notified by the sent message, the additional message may include information for identifying the sent message. An example of information for identifying the sent message is the date and time of sending the sent message.

In this embodiment, the arrival confirmation unit 554 confirms whether the message sent by the message sending unit 552 has arrived at the user terminal 102. For example, if the above message is sent using SMS or the like, the arrival confirmation unit 554 can confirm that the message has arrived. If the arrival confirmation unit 554 confirms that the message has arrived, the arrival confirmation unit 554 may output information indicating that the message has arrived to the transfer control unit 430.

The telephone number designated as the destination of the call detected by the detection unit 410 may be an example of a first telephone number. The URL of the web page associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of a first URL. The product, etc. associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of a first product or a first service. The product, etc. related to the product, etc. associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of a second product or a second service. The message including the URL acquired by the first URL acquisition unit 510 may be an example of a first message. The additional message may be an example of a second message. The identification information of the product or service associated with the telephone number designated as the destination of the call detected by the detection unit 410 may be an example of subject identification information.

[An example of another embodiment]
In this embodiment, the details of the message management unit 340 will be described by taking as an example a case where the storage unit 520 uses multiple databases to associate (i) one or more telephone numbers with (ii) the URL of a web page related to one or more products or services. However, the message management unit 340 is not limited to this embodiment. In another embodiment, the storage unit 520 uses a single database to associate (i) one or more telephone numbers with (ii) the URL of a web page related to one or more products or services. In addition, the first URL acquisition unit 510 may acquire the target URL by using the above single database.

Figure 6 shows an example of information stored in the storage unit 520. In this embodiment, the storage unit 520 stores a data table 620 and a data table 640. In this embodiment, the storage unit 520 uses the data table 620 and the data table 640 to associate (i) each of one or more telephone numbers with (ii) the URL of a web page related to one or more products or services.

In this embodiment, the data table 620 stores a telephone number 622, a matter number 624, a validity period 626, and a product ID 628 in association with each other. Note that the data table 620 is not limited to this embodiment. In other embodiments, the data table 620 may store a telephone number 622 and a product ID 628 in association with each other.

The telephone number 622 is, for example, the telephone number of the call center 110 that accepts applications for the purchase of products, etc. A single call center 110 may be assigned multiple telephone numbers. The message number 624 indicates a number or symbol, or a combination of these, assigned to each product, etc. in the voice guidance. The validity period 626 indicates the validity period of the correspondence between the telephone number 622 and the product, etc. ID 628. The validity period 626 may be the period during which applications for the purchase of products, etc. are accepted. The product, etc. ID 628 is information for identifying each of one or more products, etc. The product, etc. ID 628 may be a character string assigned to each product, or may be a product name.

In this embodiment, the data table 640 stores a product ID 642 and a URL 644 in association with each other. The URL 644 may be the URL of a web page related to the product identified by the product ID 642. The URL 644 may be the URL of a web page that accepts applications for the purchase of the product identified by the product ID 642.

Figure 7 shows a schematic diagram of another example of information stored in the storage unit 520. In this embodiment, the storage unit 520 stores a data table 700. In this embodiment, the storage unit 520 uses the data table 700 to associate (i) each of one or more telephone numbers with (ii) the URL of a web page related to one or more products or services.

In this embodiment, the data table 700 stores a telephone number 712, a matter number 714, a validity period 716, a product ID 718, and a URL 720 in association with each other. Note that the data table 700 is not limited to this embodiment. In other embodiments, the data table 700 stores a telephone number 712 and a URL 720 in association with each other.

Figure 8 shows another example of the internal configuration of the waiting call management unit 434. In this embodiment, the waiting call management unit 434 includes a waiting time measurement unit 812, a waiting status storage unit 814, a waiting record storage unit 816, a waiting record extraction unit 822, an adjustment unit 824, and an adjustment count measurement unit 826.

In this embodiment, the waiting time measurement unit 812 measures the waiting time for each of one or more waiting calls. The waiting time measurement unit 812 outputs information indicating the measured waiting time to the waiting status storage unit 814. The waiting time measurement unit 812 may output information indicating the measured waiting time to the waiting record storage unit 816.

In this embodiment, the waiting status storage unit 814 stores information indicating the current waiting status for each of one or more waiting calls that are currently waiting. For example, the waiting status storage unit 814 stores, for each of one or more waiting calls, the order, a telephone number for identifying each waiting call, and the waiting time measured by the waiting time measurement unit 812 in association with each other. Details of the data stored in the waiting status storage unit 814 will be described later.

In this embodiment, the waiting history storage unit 816 stores information indicating past waiting history for each of one or more user terminals 102. For example, if a waiting call is disconnected while waiting due to an operation on the user terminal 102 side, the waiting history storage unit 816 updates the cumulative waiting time by adding the current waiting time to the cumulative value of the past waiting times.

For example, the waiting history storage unit 816 stores, for each of one or more user terminals 102, a telephone number assigned to the user terminal 102 and a cumulative value of past waiting time in association with each other. When the user terminal 102 is connected to the operator terminal 132, the accumulation process of waiting time is reset. After the reset, the cumulative value of waiting time is set to, for example, 0.

The waiting history storage unit 816 may store, for each of one or more user terminals 102, a telephone number assigned to the user terminal 102 and a cumulative value of past waiting time for each message in association with each other. When a call made by the user terminal 102 is managed as a waiting call for a specific message, when the user terminal 102 is connected to the operator terminal 132, the cumulative processing of the waiting time for the specific message is reset. On the other hand, the cumulative processing of the waiting time for other messages does not need to be reset. Details of the data stored in the waiting history storage unit 816 will be described later.

In this embodiment, the standby history extraction unit 822 refers to the standby history storage unit 816 and extracts the cumulative value of the past standby time of the user terminal 102 that made the call detected by the detection unit 410. The standby history extraction unit 822 may refer to the standby history storage unit 816 and extract the cumulative value associated with the task identified by the task identification unit 420 from the cumulative value of the past standby time of the user terminal 102 that made the call detected by the detection unit 410.

In this embodiment, the adjustment unit 824 adjusts the order in which waiting calls are transferred. For example, the adjustment unit 824 adjusts the above order based on the value of the cumulative waiting time extracted by the waiting record extraction unit 822. The adjustment unit 824 may also adjust the above order based on the value of the cumulative waiting time for each task.

In this embodiment, the order of one or more waiting calls is managed so that, for example, the longer the waiting time of a call, the lower the order. In this case, the adjustment unit 824 adjusts the order so that the order of the user terminal 102 that made the call detected by the detection unit 410 is lower than the order of at least one waiting call, among the one or more waiting calls currently waiting, that has a waiting time shorter than the cumulative value extracted by the waiting record extraction unit 822.

For example, consider a case where customer A, whose cumulative waiting time in the past is 20 minutes, makes a new call, there are already 150 waiting calls, the waiting time of the 99th waiting call is 21 minutes, and the waiting time of the 100th waiting call is 19 minutes. If the adjustment unit 824 does not perform the adjustment process, customer A's call order will be 151st.

When the adjustment unit 824 executes the adjustment process, the order of customer A's call may become lower than 151st. For example, in the above example, of the 150 waiting calls already waiting, the waiting time values of the 51 waiting calls from the 100th onwards are lower than the cumulative waiting time value of customer A. Therefore, the adjustment unit 824 decides, for example, to manage customer A's call as the 100th waiting call. As a result, the order of customer A's call becomes lower than the order of the 51 waiting calls whose waiting time is shorter than 20 minutes.

The adjustment unit 824 may decide to manage the call of customer A as an arbitrary waiting call in the order of 100th to 150th. This makes the order of customer A's call lower than the order of at least one waiting call among the 101 waiting calls whose waiting time is shorter than 20 minutes.

The adjustment unit 824 determines the order of the above user terminals 102, for example, by the following procedure. First, the adjustment unit 824 compares the cumulative waiting time value of the user terminal 102 that originated the call detected by the detection unit 410 with the current waiting time value of each of the one or more waiting calls that are currently waiting. The adjustment unit 824 extracts a waiting call that has a waiting time value smaller than the cumulative waiting time value of the user terminal 102 from among the one or more waiting calls that are currently waiting. The adjustment unit 824 determines the order of the above user terminals 102 so that the order of the user terminal 102 that originated the call detected by the detection unit 410 is smaller than the order of at least one of the one or more waiting calls extracted by the above process.

The adjustment unit 824 may determine the order of the user terminals 102 such that the order of the user terminals 102 that made the call detected by the detection unit 410 is lower than the order of all waiting calls extracted by the above processing. The adjustment unit 824 may determine the order of the user terminals 102 such that the order of the user terminals 102 that made the call detected by the detection unit 410 is lower than the order of waiting calls that satisfy a predetermined condition among one or more waiting calls extracted by the above processing. Examples of predetermined conditions include: (i) the number of times the order has been adjusted during the current waiting period (e.g., the number of times the call has been overtaken by another waiting call) is less than a predetermined value; (ii) the length of the current waiting time is less than a predetermined value; (iii) the attributes of the customer 20 match a predetermined type; (iv) the statistical value of the past call time between the customer 20 and the operator 32 is greater than a predetermined value; and (v) the statistical value of the past call time between the customer 20 and the operator 32 is less than a predetermined value.

The attributes of the customer 20 are determined based on, for example, the purchase history of products or services, the content of the inquiry, the degree of burden on the responding operator 32, the degree of response or assistance by the supervisor 36, etc. Examples of the statistical value of the call time include the average value and median value of the call time.

The adjustment unit 824 may determine the order of the user terminals 102 that have made the calls detected by the detection unit 410, so that the order of the waiting calls whose counts measured by the adjustment count measurement unit 826 satisfy a predetermined first condition does not change, among the one or more waiting calls. Examples of the first condition include a condition that the counts measured by the adjustment count measurement unit 826 are equal to or greater than a predetermined value, and a condition that the counts measured by the adjustment count measurement unit 826 are greater than a predetermined value.

For example, consider the case where customer A, whose cumulative waiting time in the past was 20 minutes, makes a new call and there are already 150 waiting calls, the waiting time of the 99th waiting call is 21 minutes, and the waiting time of the 100th waiting call is 19 minutes. In this case, of the 150 waiting calls already waiting, the waiting time values of the 51 waiting calls from the 100th onwards are less than the cumulative waiting time value of customer A.

When customer A makes a new call, if waiting call B, which is the 120th waiting call, has already been overtaken by five other calls through the adjustment process of adjustment unit 824, adjustment unit 824 adjusts the order of customer A's calls so that the order of waiting call B does not change even if the order of customer A's calls is adjusted. Adjustment unit 824 may also adjust the order of customer A's calls and the order of waiting calls with waiting times shorter than the value of customer A's cumulative waiting time so that the order of waiting call B does not change even if the order of customer A's calls is adjusted.

In one embodiment, the adjustment unit 824 decides to manage customer A's call as the 121st waiting call. This makes customer A's call lower in the order than the 30 calls out of the 101 waiting calls whose waiting time is less than 20 minutes. In this case, the order of waiting call B does not change and remains at 120th.

In another embodiment, the adjustment unit 824 decides to manage customer A's call as an arbitrary waiting call in the order of 100th to 120th. As a result, the order of waiting call B becomes 121st. Therefore, the adjustment unit 824 adjusts the order of the waiting calls from 100th to 120th and the order of waiting call B so that the order of one of the waiting calls other than customer A's call among the 100th to 120th waiting calls becomes higher than the order of waiting call B. As a result, the order of waiting call B becomes 120th.

The adjustment unit 824 may determine the order of the user terminals 102 that have made the calls detected by the detection unit 410 so that the order of the waiting calls that (i) satisfy the above first condition and (ii) satisfy the second condition, the waiting time of which is predetermined, among one or more waiting calls, is not changed. Examples of the second condition include a condition that the current waiting time is equal to or greater than a predetermined value, and a condition that the current waiting time is greater than a predetermined value.

The adjustment unit 824 may determine the order of the user terminals 102 based on (i) the cumulative waiting time value extracted by the waiting record extraction unit 822, and (ii) at least one of the number of one or more waiting calls, the current value or estimated value of the waiting time of each of the one or more waiting calls, and the estimated value of the waiting time of the user terminal that originated the call. The estimated value of the waiting time may be an estimate of the time from when the user terminal 102 originates a call to when the user terminal 102 is connected to the operator terminal 132 if the user terminal 102 continues to wait without disconnecting the call.

The adjustment unit 824, for example, (a) uses the value of an index for determining the order as the objective variable, and (b) determines the order of the above user terminals 102 based on a value derived by a function having as explanatory variables (i) the value of the cumulative waiting time extracted by the waiting result extraction unit 822, and (ii) at least one of the number of one or more waiting calls, the current value or estimated value of each waiting time of the one or more waiting calls, and the estimated value of the waiting time of the user terminal that originated the call.

According to the above embodiment, the degree to which the user terminal 102 is promoted in the order can be adjusted depending on the current level of congestion. For example, the above function is set so that the greater the current level of congestion, the smaller the value of the above index becomes, even if the value of the cumulative waiting time extracted by the waiting history extraction unit 822 is the same.

As a result, if the waiting time is expected to be relatively long and the line is expected to be heavily congested, some customers 20 will choose to give up on the current connection attempt and call again at another time. As a result, the waiting time can be leveled out.

When the balance management unit 350 receives a request from a user terminal 102 that made a call detected by the detection unit 410 to move up in rank by using at least a portion of the electronic value, the adjustment unit 824 may determine the rank of the user terminal 102 based on (i) the value of the accumulated waiting time extracted by the waiting record extraction unit 822 and (ii) the amount of electronic value indicated by the request. This allows the customer 20 to reduce waiting time by using electronic value such as points or miles.

For example, the adjustment unit 824 regards the sum of the cumulative waiting time value extracted by the waiting record extraction unit 822 and the waiting time value determined according to the amount of electronic value as the cumulative waiting time value of the user terminal 102 that made the call detected by the detection unit 410, and executes the various adjustment processes described above. This allows the adjustment unit 824 to determine the order of the user terminals 102, taking into account the amount of electronic value indicated by the request. In addition, the customer 20 can reduce the waiting time according to the amount of electronic value indicated by the request.

In one embodiment, the customer 20 operates the user terminal 102 to specify the waiting time until the customer's call is transferred to the operator terminal 132 or the upper limit of the waiting time, and sends the above request to the control server 234. For example, if the customer 20 wants to establish a call with the operator 32 within five minutes, the customer 20 operates the user terminal 102 to request the control server 234 to adjust the order in which waiting calls are transferred so that the waiting time until the customer's call is transferred to the operator terminal 132 is within five minutes. The above request may include information indicating that it applies only to the current call. The above request may include information indicating that it always applies to the customer 20.

When the control server 234 receives the above request, for example, the adjustment unit 824 determines the amount of electronic value required to realize the above request. The adjustment unit 824 may determine the amount of electronic value by taking into account the current congestion of the lines. Examples of indicators of line congestion include the number of waiting calls and the waiting time of the next waiting call to be transferred. The adjustment unit 824 may transmit information indicating the determined amount of electronic value to the user terminal 102 that transmitted the above request.

When the user terminal 102 receives the information indicating the amount of the electronic value, the user terminal 102 presents the amount of the electronic value to the customer 20 and inquires of the customer 20 whether or not the customer agrees to pay the amount of the electronic value. The user terminal 102 executes the presentation process and/or inquiry process by, for example, outputting a sound or an image. The customer 20 operates the user terminal 102 to transmit information indicating whether or not the customer agrees to pay the electronic value, or information indicating whether or not the adjustment process is permitted to be executed, to the control server 234.

When the control server 234 receives information indicating that the customer 20 agrees to pay the electronic value or information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. As a result, the order of the above user terminals 102 is determined based on (i) the value of the accumulated waiting time extracted by the waiting result extraction unit 822 and (ii) the amount of the electronic value indicated by the above request.

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value, or information indicating that the execution of the adjustment process is not permitted, the adjustment unit 824 stops the execution of the adjustment process. In this case, the order of the above user terminals 102 is determined based on, for example, the value of the accumulated waiting time extracted by the waiting record extraction unit 822.

In another embodiment, the customer 20 operates the user terminal 102 to specify an upper limit of the order in which the customer's call will be transferred to the operator terminal 132, and sends the above request to the control server 234. For example, if the customer 20 wants to establish a call with the operator 32 within the fifth place, the customer 20 operates the user terminal 102 to request the control server 234 to adjust the order in which waiting calls are transferred so that the customer's call will be within the fifth place before being transferred to the operator terminal 132. The above request may include information indicating that it applies only to the current call. The above request may include information indicating that it always applies to the customer 20.

When the control server 234 receives the above request, for example, the adjustment unit 824 determines the amount of electronic value required to realize the above request. The adjustment unit 824 may determine the amount of electronic value by taking into account the current congestion of the lines. Examples of indicators of line congestion include the number of waiting calls and the waiting time of the next waiting call to be transferred. The adjustment unit 824 may transmit information indicating the determined amount of electronic value to the user terminal 102 that transmitted the above request.

When the user terminal 102 receives the information indicating the amount of the electronic value, it presents the amount of the electronic value to the customer 20 and inquires of the customer 20 whether or not the customer agrees to pay the amount of the electronic value. The user terminal 102 executes the presentation process and/or inquiry process by, for example, outputting a sound or an image. The customer 20 operates the user terminal 102 to transmit information indicating whether or not the customer agrees to pay the electronic value, or information indicating whether or not the adjustment process is permitted to be executed, to the control server 234.

When the control server 234 receives information indicating that the customer 20 agrees to pay the electronic value or information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. As a result, the order of the above user terminals 102 is determined based on (i) the value of the accumulated waiting time extracted by the waiting result extraction unit 822 and (ii) the amount of the electronic value indicated by the above request.

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value, or information indicating that the execution of the adjustment process is not permitted, the adjustment unit 824 stops the execution of the adjustment process. In this case, the order of the above user terminals 102 is determined based on, for example, the value of the accumulated waiting time extracted by the waiting record extraction unit 822.

In another embodiment, the customer 20 operates the user terminal 102 to specify an upper limit of the amount of electronic value available for adjusting the order and transmits the above request to the control server 234. For example, if the customer 20 is willing to pay 100 points to shorten the order or time until a call with the operator 32 is established, the customer 20 operates the user terminal 102 to request the control server 234 to adjust the order in which waiting calls are transferred so that the order or waiting time until the customer 20's call is transferred to the operator terminal 132 is shortened by 100 points. The above request may include information indicating that it applies only to the current call. The above request may include information indicating that it always applies to the customer 20.

When the control server 234 receives the request, for example, the adjustment unit 824 determines the order of the customers 20 based on (i) the value of the cumulative waiting time of the customers 20 extracted by the waiting record extraction unit 822 and (ii) the amount of electronic value indicated by the request. The adjustment unit 824 may determine the order or the degree of waiting time that can be shortened by the amount of electronic value, taking into account the current congestion of the lines. Examples of indicators indicating the congestion of the lines include the number of waiting calls and the waiting time of the waiting call to be transferred next. The adjustment unit 824 may transmit information indicating the determined order to the user terminal 102 that transmitted the request. The adjustment unit 824 may transmit information indicating an estimated value of the waiting time corresponding to the determined order to the user terminal 102 that transmitted the request.

When the user terminal 102 receives the information indicating the above order, the user terminal 102 presents the above order to the customer 20 and inquires of the customer 20 whether or not he agrees to pay the amount of the electronic value. The user terminal 102 executes the above presentation process and/or inquiry process, for example, by outputting a sound or an image. The customer 20 operates the user terminal 102 to transmit information indicating whether or not he agrees to pay the electronic value, or information indicating whether or not the execution of the adjustment process is permitted, to the control server 234.

When the control server 234 receives information indicating that the customer 20 agrees to pay the electronic value or information indicating that execution of the adjustment process is permitted, the adjustment unit 824 continues execution of the adjustment process. As a result, the order of the above user terminals 102 is determined based on (i) the value of the accumulated waiting time extracted by the waiting result extraction unit 822 and (ii) the amount of the electronic value indicated by the above request.

On the other hand, when the control server 234 receives information indicating that the customer 20 does not agree to the payment of the electronic value, or information indicating that the execution of the adjustment process is not permitted, the adjustment unit 824 stops the execution of the adjustment process. In this case, the order of the above user terminals 102 is determined based on, for example, the value of the accumulated waiting time extracted by the waiting record extraction unit 822.

The transmission path of the above request is not particularly limited. In one embodiment, the above request from the user terminal 102 is sent to the control server 234 via the communication network 14 and the communication unit 242. In another embodiment, the above request from the user terminal 102 is sent to the control server 234 via the public telephone network 12 and the PBX 232. For example, the customer 20 transmits the above request to the control server 234 by using the user terminal 102 to respond to the voice guidance played by the automatic response unit 330.

In this embodiment, the adjustment count measurement unit 826 measures the number of times the adjustment unit 824 adjusted the order for each of one or more waiting calls. This measures the number of times each of one or more waiting calls is overtaken by another waiting call. The adjustment count measurement unit 826 outputs information indicating the measurement result to the adjustment unit 824.

Figure 9 shows an example of a data table 900. Each record included in the data table 900 may be an example of information stored in the waiting status storage unit 814. In this embodiment, the data table 900 shows the waiting status of a waiting call addressed to a specific telephone number. In this embodiment, the data table 900 stores, in association with each other, a business number 912, a sequence 914, a telephone number 916 of the caller of the waiting call, a current waiting time 918, and a number of adjustments 920 in which the sequence was adjusted during the current waiting period. The data table 900 may further store, in association with each other, a product ID 922.

Figure 10 shows an example of a data table 1000. Each record of the data table 1000 may be an example of information stored in the waiting history storage unit 816. In this embodiment, the data table 1000 stores a telephone number 1012 assigned to each of one or more user terminals 102, a product ID 1014 as an example of a subject, and a cumulative waiting time 1016 in association with each other.

Figure 11 shows an example of information processing in the call control system 120. According to this embodiment, first, in step 1110 (step may be abbreviated as S), the detection unit 410 of the call control unit 320 detects a call addressed to a telephone number assigned to the call center 110 that accepts applications for the purchase of products, etc. Next, in S1112, the determination unit 432 of the call control unit 320 checks the operating status of one or more operator terminals 132 arranged in the call center 110 and determines whether the detected call can be transferred to any one of the one or more operator terminals 132.

If it is determined that the above call can be transferred (Yes in S1112), in S1120, the transfer unit 436 of the call control unit 320 controls the incoming call allocation unit 233 to transfer the above call to the operator terminal 132. On the other hand, if it is determined that the above call cannot be transferred (No in S1112), in S1130, the waiting call management unit 434 of the call control unit 320 manages the above call as a waiting call.

The waiting call management unit 434 manages the order of one or more waiting calls that are currently waiting. The adjustment unit 824 of the waiting call management unit 434 determines the order of the calls detected by the detection unit 410, taking into account the waiting status of one or more waiting calls that are currently waiting and the cumulative value of the past waiting time of the calls detected by the detection unit 410.

For example, if the cumulative waiting time of the call detected by the detection unit 410 is 17 minutes and 00 seconds, the adjustment unit 824 refers to the data table 900 and compares the current waiting time of other currently waiting calls with the cumulative waiting time of the call detected by the detection unit 410. According to the embodiment described in relation to FIG. 9, the current waiting time of the waiting call currently 14th in the order is 18 minutes and 40 seconds, and the current waiting time of the waiting call currently 15th in the order is 16 minutes and 30 seconds, so for example, the adjustment unit 824 determines that the call detected by the detection unit 410 will be 15th.

The method for determining the order of calls detected by the detection unit 410 is not limited to the above method. For example, a waiting call that is currently 15th in the order has already been overtaken by other calls five times, and has been waiting for a relatively long time. Therefore, the adjustment unit 824 determines the order of the calls detected by the detection unit 410 so as not to change the order of the waiting call that is currently 15th in the order. Specifically, the adjustment unit 824 determines the order of the call detected by the detection unit 410 to be 16th.

When the waiting call management unit 434 starts managing the call as a waiting call, the waiting time measurement unit 812 starts measuring the current waiting time. The waiting status storage unit 814 creates a record of the above call and records the measurement result of the waiting time measurement unit 812.

When the waiting call management unit 434 starts managing the call as a waiting call, in S1132, the automatic response unit 330 plays a voice prompt to inquire about whether or not a message including the URL of a web page related to the above-mentioned product, etc. is required. When the automatic response unit 330 obtains a response indicating that the customer 20 requests the above-mentioned message, the authentication information determination unit 530 of the message management unit 340 controls the automatic response unit 330 to play a voice prompt to inquire about authentication information for authenticating the customer 20's message.

When the automatic response unit 330 obtains a response from the customer 20, the authentication information determination unit 530 determines the authentication information. If the response from the customer 20 is a voice, the authentication information determination unit 530 may execute a voice recognition process to determine the authentication information. If the response from the customer 20 is a push notification, the authentication information determination unit 530 may determine the numbers or symbols, or a combination thereof, entered by the customer 20 as the authentication information.

The first URL acquisition unit 510 of the message management unit 340 acquires the URL of the web page related to the above-mentioned product, etc. The message sending unit 552 of the message management unit 340 creates a message including the URL of the web page related to the above-mentioned product, etc. and the above-mentioned authentication information, and sends the message to the user terminal 102 that made the above-mentioned call. The arrival confirmation unit 554 of the message management unit 340 confirms whether the message has arrived at the user terminal 102.

Next, in S1134, the waiting call management unit 434 determines whether or not the above call has been disconnected by an operation on the user terminal 102 side while the above call is being managed as a waiting call. For example, if the waiting call management unit 434 determines that the above call has not been disconnected by an operation on the user terminal 102 side (No in S1134), it repeats the operation of S1134.

On the other hand, if it is determined that the above call was disconnected by an operation on the user terminal 102 side (Yes in S1134), in S1136, the waiting record storage unit 816 of the waiting call management unit 434 updates the cumulative waiting time of the above call. As a result, when the user terminal 102 that made the above call calls the call center 110 again, the order of transfer to the operator terminal 132 is adjusted according to the current waiting time. As a result, the waiting time can be averaged out.

Figure 12 shows an example of a computer 3000 in which aspects of the present invention may be embodied in whole or in part. At least a portion of the transaction assistance system 100 may be realized by the computer 3000. For example, at least a portion of the call control system 120 is realized by the computer 3000. For example, at least a portion of the control server 234 is realized by the computer 3000.

A program installed on the computer 3000 may cause the computer 3000 to function as or perform operations associated with an apparatus according to an embodiment of the present invention or one or more "parts" of the apparatus, and/or to perform a process or steps of the process according to an embodiment of the present invention. Such a program may be executed by the CPU 3012 to cause the computer 3000 to perform certain operations associated with some or all of the blocks of the flowcharts and block diagrams described herein.

The computer 3000 according to this embodiment includes a CPU 3012, a RAM 3014, a GPU 3016, and a display device 3018, which are interconnected by a host controller 3010. The computer 3000 also includes input/output units such as a communication interface 3022, a hard disk drive 3024, a DVD-ROM drive 3026, and an IC card drive, which are connected to the host controller 3010 via an input/output controller 3020. The computer also includes legacy input/output units such as a ROM 3030 and a keyboard 3042, which are connected to the input/output controller 3020 via an input/output chip 3040.

The CPU 3012 operates according to the programs stored in the ROM 3030 and the RAM 3014, thereby controlling each unit. The GPU 3016 acquires image data generated by the CPU 3012 into a frame buffer or the like provided in the RAM 3014 or into itself, and causes the image data to be displayed on the display device 3018.

The communication interface 3022 communicates with other electronic devices via a network. The hard disk drive 3024 stores programs and data used by the CPU 3012 in the computer 3000. The DVD-ROM drive 3026 reads programs or data from the DVD-ROM 3001 and provides the programs or data to the hard disk drive 3024 via the RAM 3014. The IC card drive reads programs and data from an IC card and/or writes programs and data to an IC card.

The ROM 3030 stores therein a boot program or the like that is executed by the computer 3000 upon activation, and/or a program that depends on the hardware of the computer 3000. The input/output chip 3040 may also connect various input/output units to the input/output controller 3020 via a parallel port, a serial port, a keyboard port, a mouse port, etc.

The programs are provided by a computer-readable storage medium such as a DVD-ROM 3001 or an IC card. The programs are read from the computer-readable storage medium, installed in the hard disk drive 3024, RAM 3014, or ROM 3030, which are also examples of computer-readable storage media, and executed by the CPU 3012. The information processing described in these programs is read by the computer 3000, and brings about cooperation between the programs and the various types of hardware resources described above. An apparatus or method may be constructed by realizing the operation or processing of information in accordance with the use of the computer 3000.

For example, when communication is performed between computer 3000 and an external device, CPU 3012 may execute a communication program loaded into RAM 3014 and instruct communication interface 3022 to perform communication processing based on the processing described in the communication program. Under the control of CPU 3012, communication interface 3022 reads transmission data stored in a transmission buffer area provided in RAM 3014, hard disk drive 3024, DVD-ROM 3001, or a recording medium such as an IC card, and transmits the read transmission data to the network, or writes received data received from the network to a reception buffer area or the like provided on the recording medium.

The CPU 3012 may also cause all or a necessary portion of a file or database stored on an external recording medium such as the hard disk drive 3024, the DVD-ROM drive 3026 (DVD-ROM 3001), an IC card, etc. to be read into the RAM 3014, and perform various types of processing on the data on the RAM 3014. The CPU 3012 may then write back the processed data to the external recording medium.

Various types of information, such as various types of programs, data, tables, and databases, may be stored on the recording medium and may undergo information processing. The CPU 3012 may perform various types of processing on the data read from the RAM 3014, including various types of operations, information processing, conditional judgment, conditional branching, unconditional branching, information search/replacement, etc., as described throughout this disclosure and specified by the instruction sequence of the program, and writes back the results to the RAM 3014. The CPU 3012 may also search for information in a file, database, etc. in the recording medium. For example, when multiple entries each having an attribute value of a first attribute associated with an attribute value of a second attribute are stored in the recording medium, the CPU 3012 may search for an entry whose attribute value of the first attribute matches a specified condition from among the multiple entries, read the attribute value of the second attribute stored in the entry, and thereby obtain the attribute value of the second attribute associated with the first attribute that satisfies a predetermined condition.

The above-described program or software module may be stored in a computer-readable storage medium on the computer 3000 or in the vicinity of the computer 3000. In addition, a recording medium such as a hard disk or RAM provided in a server system connected to a dedicated communication network or the Internet can be used as a computer-readable storage medium, thereby providing the above-described program to the computer 3000 via the network.

Although the present invention has been described above using an embodiment, the technical scope of the present invention is not limited to the scope described in the above embodiment. It is clear to those skilled in the art that various modifications or improvements can be made to the above embodiment. Furthermore, the details described for a specific embodiment can be applied to other embodiments to the extent that they are not technically inconsistent. It is clear from the claims that such modifications or improvements can also be included in the technical scope of the present invention.

The order of execution of each process, such as operations, procedures, steps, and stages, in the devices, systems, programs, and methods shown in the claims, specifications, and drawings is not specifically stated as "before" or "prior to," and it should be noted that the processes may be performed in any order, unless the output of a previous process is used in a later process. Even if the operational flow in the claims, specifications, and drawings is explained using "first," "next," etc. for convenience, it does not mean that it is necessary to perform the processes in this order.

For example, the present specification discloses the following:
[Item A-1]
a detection unit for detecting a call destined for the first telephone number;
a determination unit that determines whether or not the call detected by the detection unit can be transferred to an operator terminal;
a message sending unit that sends a first message including a first URL, which is a URL of a web page related to a first product or a first service associated with the first telephone number, to a user terminal that originated the call when the determination unit determines that the call cannot be transferred to the operator terminal;
An information processing device comprising:
[Item A-2]
The system further includes a first URL acquisition unit that acquires the first URL associated with the first telephone number by referring to a storage unit that stores (i) one or more telephone numbers and (ii) URLs of web pages related to one or more products or services in association with each other.
The information processing device according to item A-1.
[Item A-3]
The storage unit is
a message storage unit for storing one or more telephone numbers and message identification information for identifying one or more products or services in association with each other;
a URL storage unit for storing one or more pieces of business identification information and URLs of web pages relating to one or more products or services in association with each other;
having
The first URL acquisition unit
a message extraction unit for extracting message identification information of the first product or the first service associated with the first telephone number by referring to the message storage unit;
a URL extraction section for extracting the first URL based on the subject identification information extracted by the subject extraction section by referring to the URL storage section;
having
The information processing device according to item A-2.
[Item A-4]
The storage unit stores (i) one or more telephone numbers, (ii) URLs of web pages related to one or more products or services, and (iii) a validity period of the correspondence between each telephone number and each URL, in association with each other;
the message sending unit sends the first message to the user terminal when a time when the detection unit detects the call is included in the validity period;
The information processing device according to item A-2 or A-3.
[Item A-5]
an automatic response unit that automatically responds when the determination unit determines that the call cannot be transferred to the operator terminal;
a request specifying unit that specifies the first product or the first service from among one or more products or services associated with the first telephone number;
Equipped with
The automatic response unit is
a guidance output unit for outputting guidance for inquiring about matters concerning a user who uses the user terminal;
a response acquisition unit that acquires a response to the guidance from the user terminal;
having
the matter specifying unit specifies the first product or the first service based on the answer acquired by the answer acquiring unit.
The information processing device according to item A-1.
[Item A-6]
the first message is a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service) or EMS (Enhanced Message Service);
The information processing device includes:
an arrival confirmation unit for confirming whether the first message has arrived at the user terminal;
a disconnection unit that disconnects the call when the arrival confirmation unit confirms that the first message has arrived at the user terminal;
Further comprising:
The information processing device according to any one of items A-1 to A-5.
[Item A-7]
An authentication information determination unit that determines authentication information for a user using the user terminal to authenticate the first message,
The message sending unit sends the first message to the user terminal, the first message further including the authentication information determined by the authentication information determination unit.
The information processing device according to any one of items A-1 to A-6.
[Item A-8]
The message sending unit is
If there is a change in the provision capability or specifications of the first product or the first service after the first message is transmitted,
transmitting a second message for encouraging access to the URL notified by the first message;
The information processing device according to any one of items A-1 to A-7.
[Item A-9]
a second URL acquisition unit that acquires a second URL, the second URL being a URL of a web page related to a second product or a second service related to the first product or the first service;
The message sending unit sends the first message, which further includes the second URL, to the user terminal.
The information processing device according to any one of items A-1 to A-8.
[Item A-10]
A transfer control unit that controls a transfer of the call detected by the detection unit to an operator terminal,
The transfer control unit determines an order in which the calls are transferred to the operator terminals based on an accumulated value of past waiting times of the user terminals.
The information processing device according to any one of items A-1 to A-9.
[Item A-11]
A program for causing a computer to function as the information processing device according to any one of items A-1 to A-10.
[Item A-12]
a detection step of detecting a call destined for the first telephone number;
a determination step of determining whether or not the call detected in the detection step can be transferred to an operator terminal;
a message sending step of sending a first message including a first URL, which is a URL of a web page related to a first product or a first service associated with the first telephone number, to a user terminal that originated the call, when it is determined in the determination step that the call cannot be transferred to the operator terminal;
An information processing method comprising the steps of:
[Item B-1]
a detection unit for detecting a call destined for the first telephone number;
a transfer control unit that controls a transfer of the call detected by the detection unit to an operator terminal;
Equipped with
The transfer control unit determines an order in which the calls are transferred to the operator terminals based on an accumulated value of past waiting time of the user terminals that originated the calls.
Transfer control device.
[Item B-2]
the transfer control unit determines the order such that the call is transferred to the operator terminal in a lower order as the cumulative value of the past waiting time of the user terminal that originated the call increases;
The transfer control device according to item B-1.
[Item B-3]
The transfer control unit
a waiting call management unit that manages an order in which each of the one or more waiting calls is transferred to the operator terminal;
a transfer unit that transfers the one or more waiting calls to the operator terminal according to the order managed by the waiting call management unit;
having
The transfer control device according to item B-1 or B-2.
[Item B-4]
The waiting call management unit includes:
a waiting time measurement unit for measuring a waiting time for each of the one or more waiting calls;
a waiting status storage unit that stores, for each of the one or more waiting calls, the order, a telephone number for identifying each waiting call, and the waiting time measured by the measurement unit in association with each other;
a standby record extracting unit that extracts an accumulated value of a past standby time of the user terminal that originated the call by referring to a standby record storing unit that stores, for each of one or more user terminals, a telephone number assigned to each user terminal and an accumulated value of a past standby time in association with each other;
an adjustment unit that adjusts the order based on the cumulative value extracted by the standby result extraction unit;
Including,
The transfer device according to item B-3.
[Item B-5]
the adjustment unit adjusts the order such that the order of the user terminals that have originated the calls is lower than the order of at least one waiting call, among the one or more waiting calls, whose waiting time is shorter than the cumulative value extracted by the waiting result extraction unit.
The transfer device according to item B-4.
[Item B-6]
The adjustment unit determines an order of the user terminals that have made the calls based on (i) the cumulative value extracted by the waiting history extraction unit, and (ii) at least one of the number of the one or more waiting calls, the current value or the estimated value of the waiting time of each of the one or more waiting calls, and the estimated value of the waiting time of the user terminal that made the call.
The transfer device according to item B-4 or B-5.
[Item B-7]
the waiting call management unit further includes an adjustment count measurement unit that measures the number of times the adjustment unit adjusts the order of each of the one or more waiting calls;
the adjustment unit determines an order of the user terminals that have made the calls such that an order of waiting calls whose counts measured by the adjustment count measurement unit satisfy a predetermined first condition is not changed, among the one or more waiting calls;
A transfer device according to any one of items B-4 to B-6.
[Item B-8]
the adjustment unit determines an order of the user terminals that have made the calls such that an order of waiting calls that (i) satisfy the first condition and (ii) satisfy a second condition, the waiting time of which is predetermined, among the one or more waiting calls is not changed;
The transfer device according to item B-7.
[Item B-9]
A subject specifying unit for specifying a subject of a user who uses the user terminal that originated the call,
the waiting record storage unit stores, for each of the one or more user terminals, a telephone number assigned to each user terminal and an accumulated value of a past waiting time for each message in association with each other;
the standby record extracting unit refers to the standby record storing unit, and extracts an accumulated value associated with the task identified by the task identifying unit from among accumulated values of past standby times of the user terminal that originated the call;
the adjustment unit adjusts the order based on the cumulative value associated with the requirement extracted by the standby result extraction unit.
A transfer device according to any one of items B-4 to B-8.
[Item B-10]
A balance management unit that manages a balance of electronic value for each of the one or more users,
The adjustment unit is
When the balance management unit receives a request from the user terminal that originated the call to move up the order by using at least a portion of the electronic value,
(i) determining an order of the user terminals that have made the calls based on the cumulative value extracted by the waiting result extraction unit and (ii) the amount of the electronic value indicated by the request;
A transfer device according to any one of items B-4 to B-9.
[Item B-11]
A program for causing a computer to function as the transfer device according to any one of items B-1 to B-10.
[Item B-12]
a detection step of detecting a call destined for the first telephone number;
a transfer control step for controlling a transfer of the call detected in the detection step to an operator terminal;
having
the transfer control step includes a step of determining an order in which the calls are transferred to the operator terminals based on an accumulated value of a past waiting time of the user terminals which have originated the calls;
Transfer control method.

12 Public telephone network, 14 Communication network, 20 Customer, 32 Operator, 36 Supervisor, 100 Transaction support system, 102 User terminal, 104 Television, 110 Call center, 120 Call control system, 122 Internal telephone network, 132 Operator terminal, 140 Web server, 160 Broadcasting equipment, 220 Network switch, 232 PBX, 233 Incoming call allocation unit, 234 Control server, 236 Customer relationship management unit, 238 Information terminal, 242 Communication unit, 244 Call recording unit, 246 Call information management unit, 248 Storage unit, 310 CTI control unit, 320 Call control unit, 330 Automatic response unit, 332 Guide output unit, 334 Answer acquisition unit, 340 Message management unit, 350 Balance management unit, 410 Detection unit, 420 Message identification unit, 430 Transfer control unit, 432 Determination unit, 434 Waiting call management unit, 436 Transfer unit, 438 Disconnect unit, 510 First URL acquisition unit, 512 Message extraction unit, 514 URL extraction unit, 520 Storage unit, 522 Message storage unit, 524 URL storage unit, 530 Authentication information determination unit, 540 Second URL acquisition unit, 552 Message transmission unit, 554 Arrival confirmation unit, 620 Data table, 622 Telephone number, 624 Message number, 626 Validity period, 628 Product ID, 640 Data table, 642 Product ID, 644 URL, 700 Data table, 712 Telephone number, 714 Message number, 716 Validity period, 718 Product ID, 720 URL, 812 Waiting time measurement unit, 814 Waiting status storage unit, 816 Waiting record storage unit, 822 Waiting record extraction unit, 824 Adjustment unit, 826 Adjustment count measurement unit, 900 Data table, 912 Item number, 914 Order, 916 Telephone number, 918 Waiting time, 920 Adjustment count, 922 Product ID, 1000 Data table, 1012 Telephone number, 1014 Product ID, 1016 Accumulated waiting time, 3000 Computer, 3001 DVD-ROM, 3010 Host controller, 3012 CPU, 3014 RAM, 3016 GPU, 3018 Display device, 3020 Input/output controller, 3022 Communication interface, 3024 Hard disk drive, 3026 DVD-ROM drive, 3030 ROM, 3040 Input/output chip, 3042 Keyboard

Claims (12)

a detection unit for detecting a call destined for the first telephone number ;
a URL acquisition unit that acquires a first URL, which is a URL of a web page related to a first product or a first service associated with the first telephone number, by referring to a storage unit that stores (i) one or more telephone numbers and (ii) URLs of web pages related to one or more products or services in association with each other;
a determination unit that determines whether or not the call detected by the detection unit can be transferred to an operator terminal;
a message sending unit that sends a first message including the first URL to a user terminal that originated the call when the determination unit determines that the call cannot be transferred to the operator terminal;
Equipped with
The storage unit includes:
a message storage unit for storing one or more telephone numbers and message identification information for identifying one or more products or services in association with each other;
a URL storage section for storing one or more pieces of business identification information and URLs of web pages relating to one or more products or services in association with each other;
having
The URL acquisition unit
a message extraction unit that refers to the message storage unit and extracts message identification information of the first product or the first service associated with the first telephone number;
a URL extraction unit that refers to the URL storage unit and extracts the first URL based on the subject identification information extracted by the subject extraction unit;
having
Information processing device. The URL acquisition unit further acquires a second URL which is a URL of a web page regarding a second product or a second service related to the first product or the first service;
The message sending unit sends the first message, which further includes the second URL, to the user terminal.
The information processing device according to claim 1 . an authentication information determination unit that determines authentication information by performing a voice recognition process on the voice of a user who uses the user terminal that originated the call, or determines numbers, symbols, or a combination thereof that the user inputs into the user terminal as the authentication information;
Further equipped with
The message sending unit sends the first message further including the authentication information to the user terminal;
The user authenticates that the first message is a legitimate message or that the information processing device has sent the first message.
3. The information processing device according to claim 1 or 2. The storage unit stores (i) one or more telephone numbers, (ii) URLs of web pages related to one or more products or services, and (iii) a validity period of the correspondence between each telephone number and each URL, in association with each other;
the message sending unit sends the first message to the user terminal when a time when the detection unit detects the call is included in the validity period.
The information processing device according to claim 1 . an automatic response unit that automatically responds when the determination unit determines that the call cannot be transferred to the operator terminal;
a request specifying unit that specifies the first product or the first service from among one or more products or services associated with the first telephone number;
Equipped with
The automatic response unit is
a guidance output unit for outputting guidance for inquiring about matters concerning a user who uses the user terminal;
an answer acquisition unit that acquires an answer to the guidance from the user terminal;
having
the matter specifying unit specifies the first product or the first service based on the answer acquired by the answer acquiring unit.
The information processing device according to any one of claims 1 to 4 . The first message is a message based on SMS (Short Message Service), MMS (Multimedia Messaging Service), or EMS (Enhanced Message Service).
The information processing device according to any one of claims 1 to 5. The message sending unit is
When a change occurs in the provision capability or specifications of the first product or the first service after the first message is transmitted,
transmitting a second message for encouraging access to the URL notified by the first message;
The information processing device according to any one of claims 1 to 6 . a transfer control unit that controls a transfer of the call detected by the detection unit to an operator terminal,
the transfer control unit determines an order in which the calls are transferred to the operator terminals based on an accumulated value of past waiting times of the user terminals;
The information processing device according to any one of claims 1 to 7 . A program for causing a computer to function as the information processing device according to any one of claims 1 to 8 . a detection step of detecting a call destined for the first telephone number ;
a URL acquisition step of acquiring a first URL, which is a URL of a web page related to a first product or a first service associated with the first telephone number, by referring to a storage unit that stores (i) one or more telephone numbers and (ii) URLs of web pages related to one or more products or services in association with each other;
a determination step of determining whether or not the call detected in the detection step can be transferred to an operator terminal;
a message sending step of sending a first message including the first URL to the user terminal that originated the call when it is determined in the determining step that the call cannot be transferred to the operator terminal;
having
The storage unit includes:
a message storage unit for storing one or more telephone numbers and message identification information for identifying one or more products or services in association with each other;
a URL storage unit for storing one or more pieces of business identification information and URLs of web pages relating to one or more products or services in association with each other;
having
The URL acquisition step includes:
a message extraction step of extracting message identification information of the first product or the first service associated with the first telephone number by referring to the message storage unit;
a URL extraction step of extracting the first URL based on the subject identification information extracted in the subject extraction step by referring to the URL storage unit;
having
Information processing methods. In the URL acquisition step, a second URL is further acquired, which is a URL of a web page related to a second product or a second service related to the first product or the first service;
In the message sending step, a first message further including the second URL is sent to the user terminal.
The information processing method according to claim 10. an authentication information determination step of determining authentication information by performing a voice recognition process on the voice of a user using the user terminal that originated the call, or determining numbers or symbols, or a combination thereof, input by the user to the user terminal as authentication information;
and
In the message transmitting step, the first message further includes the authentication information, and the first message is transmitted to the user terminal;
The user authenticates that the first message is a legitimate message or that the information processing device has sent the first message.
The information processing method according to claim 10 or 11.