Distribution device, load service system, and program

Abstract

To reduce the load applied to a call center.SOLUTION: A chatbot unit 71B interacts with a user on a load service provision request by a chatbot. A telephone call distribution unit 71C performs first processing for starting a first telephone call by a user terminal and a terminal of the call center according to the contents of the interaction. The telephone call distribution unit 71C also performs second processing for starting a second telephone call by a user terminal and a terminal of a technical support according to the contents of the interaction.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a distribution device, a road service system, and a program. [Background technology]

[0002] When a trouble such as a flat tire or a breakdown occurs while driving a vehicle, the user who drives the vehicle may request the provision of road service. The request for road service is made by the user calling the call center of the road service provider. As a type of road service, in addition to a rescue service that dispatches rescue staff and rescue vehicles such as a tow truck to solve the trouble, a technical support service for vehicles (hereinafter also referred to as a technical support service) that explains the meaning of warning lights through a call such as a video call has been started (see Non-Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Kenji Sakagami, "JAF launches road service to resolve issues online", [online], September 30, 2022, J2 COMPLEX Co., Ltd., [Searched June 22, 2023], Internet <URL:https: / / www.nextmobility.jp / after_market / jaf-starts-road-service-to-solve-problems-online20220930 / > Summary of the Invention [Problem to be solved by the invention]

[0004] The above technical support services cannot be provided by call centers, so they are provided by technical support staff with technical knowledge about vehicles, but even to receive such services, customers must call the call center once, which traditionally places a heavy burden on the call center.

[0005] The present invention has been made in consideration of the above-mentioned points, and an object of the present invention is to reduce the load on call centers. [Means for solving the problem]

[0006] In order to solve the above problems, the distribution device of the present invention includes a chatbot unit that uses a chatbot to communicate with a user regarding a request for road service, and a call distribution unit that executes either a first process of initiating a first call between the user's user terminal and a call center terminal that accepts a request for rescue service, or a second process of initiating a second call between the user terminal and a technical support terminal that provides technical support service, depending on the content of the communication.

[0007] As an example, the first call may be a voice call without video and the second call may be a video call.

[0008] As an example, the call distribution unit may execute a third process to send information about previous interactions with the user to the terminal of the call center when executing the first process, and may execute a fourth process to send information about previous interactions with the user to the terminal of the technical support when executing the second process.

[0009] As an example, when the first process and the second process are not executed, the chatbot unit may perform a process of displaying on the user terminal a set of frequently asked questions and their answers that are related to the content of the previous interaction with the user, from among multiple sets of frequently asked questions and their answers that are pre-stored in a memory unit.

[0010] A road service system according to the present invention includes the above-mentioned distribution device, the terminal of the call center, the terminal of the technical support, and the user terminal.

[0011] Further, the program according to the present invention causes a computer to function as the above-mentioned distribution device. Effect of the Invention

[0012] According to the present invention, the load on the call center is reduced. [Brief description of the drawings]

[0013] [Figure 1] FIG. 1 is a block diagram showing a configuration of a road service system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a block diagram showing the configuration of a distribution device according to an embodiment of the present invention. [Diagram 3] FIG. 3 is an example of a screen displayed on a user terminal in the embodiment of the present invention. [Figure 4] FIG. 4 is an example of a screen displayed on a user terminal in the embodiment of the present invention. [Diagram 5] FIG. 5 is an example of a screen displayed on a user terminal in the embodiment of the present invention. [Figure 6] FIG. 6 is an example of a screen displayed on a user terminal in the embodiment of the present invention. [Figure 7] FIG. 7 is a flowchart of a process performed by the distribution device according to the embodiment of the present invention. [Figure 8] FIG. 8 is a flowchart of the process performed by the distribution device according to the embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0014] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0015] A road service system 10 according to this embodiment shown in FIG. 1 is operated by a road service provider 101. The road service provider 101 is a corporation that provides road service to a member user U. The road service includes a rescue service in which rescue staff is dispatched to the scene when a problem such as a flat tire or breakdown occurs in the vehicle UC of the user U, and a technical support service in which technical support for the vehicle is provided via video call. In the rescue service, a rescue vehicle such as a tow truck is also dispatched as appropriate. The technical support service includes, for example, an explanation of the vehicle's functions, which differ for each vehicle model, identification of the cause of the vehicle's breakdown, and advice on how to repair the vehicle. The function explanation includes an explanation of how to operate the vehicle, an explanation of the meaning of the vehicle's warning lights, and the like.

[0016] Road service provider 101 operates call center 102, which is a department that accepts requests for providing rescue services, i.e., requests to dispatch rescue staff (and rescue vehicles), by voice call, and technical support 103, which is a department that provides technical support services by video call. Rescue staff include employees of road service provider 101, as well as individuals or employees of other corporations commissioned by road service provider 101. The same applies to staff of technical support 103 and operators of call center 102, which will be described later.

[0017] When providing technical support services, the staff of technical support 103 asks user U, who is the other party in the video call, to take pictures of necessary parts of the user's vehicle UC, and identifies the cause of the malfunction of the vehicle UC while checking the parts that have been taken. The staff of technical support 103 also asks user U to take pictures of necessary parts of the user's vehicle UC, and teaches user U how to repair the vehicle UC while looking at the images. The staff of technical support 103 also asks user U to take pictures of warning lights of the vehicle UC, and teaches user U the meaning of the warning lights that have been taken.

[0018] The road service system 10 comprises a user terminal UT owned by a user U and used to request road service, a server computer (hereinafter simply referred to as a server) 21 and multiple terminals 29 located in a call center 102, and a server 31 and multiple terminals 39 located in technical support 103.

[0019] Each of the multiple terminals 29 is an arbitrary device such as a computer capable of performing voice communication without accompanying video with the user U. The multiple terminals 29 are connected to a network NW such as the Internet via a server 21. The server 21 also operates as an automatic call distributor (ACD).

[0020] Each of the multiple terminals 39 is an arbitrary device such as a computer that can perform video calls with the user U. The multiple terminals 39 are connected to the network NW via a server 31. The server 31 also operates as an automatic call distributor (ACD).

[0021] The road service system 10 further includes a distribution device 70 that distributes the call destination of the road service request from the user U to either the call center 102 (i.e., voice call) or technical support 103 (i.e., video call) depending on the content of the road service request.

[0022] The distribution device 70 is composed of a server computer and the like. As shown in FIG. 2, the distribution device 70 includes a processor 71, a main storage device 72, an auxiliary storage device 73, and a communication device 74. The processor 71 is composed of a CPU (Central Processing Unit) and the like. The main storage device 72 is composed of a RAM (Random Access Memory) and functions as the main memory of the processor 71. The auxiliary storage device 73 is composed of an SSD (Solid State Drive) and the like, and stores a program PG (including chatbots) as well as various data required for executing the processes described below. The various data includes a user information database DB in which user information of registered users is registered. The user information includes a user ID, a password, and personal information. The communication device 74 is composed of a NIC (Network Interface Controller) and the like, and is connected to a communication network NW, and relays data transmitted and received by the processor 71 to and from the user terminal UT, the server 21, the server 31, and the like via the communication network NW.

[0023] The processor 71 executes the program PG to operate as a user authentication unit 71A, a chatbot unit 71B, and a call distribution unit 71C. Hereinafter, the operation of each unit 71A to 71C will be described through a series of steps in which the user U receives road service.

[0024] As shown in Fig. 1, a user U who wishes to receive road service operates a user terminal UT such as a smartphone to log in to a website managed by the distribution device 70. When logging in, authentication is performed by a user authentication unit 71A of the distribution device 70. More specifically, the user terminal UT transmits a user ID and password that are registered in advance or input by the user U to the distribution device 70. The user authentication unit 71A performs user authentication based on the transmitted user ID and password by referring to a user information database DB stored in the auxiliary storage device 73.

[0025] If the user authentication is successful, the login is successful. In this case, the chatbot unit 71B and the call distribution unit 71C operate. The chatbot unit 71B performs an interaction with the user U regarding a request for road service in a dialogue format using a chatbot. The call distribution unit 71C distributes the call destination with the user U to either the call center 102 or the technical support 103 according to the content of the interaction between the user U and the chatbot unit 71B. More specifically, when the content of the interaction indicates that the road service to be provided to the user U is a rescue service, the call distribution unit 71C executes a first process of starting a first call between the user terminal UT and the terminal 29 of the call center 102. Furthermore, when the content of the interaction indicates that the road service to be provided to the user U is a technical support service, the call distribution unit 71C executes a second process of starting a second call between the user terminal UT and the terminal 39 of the technical support 103.

[0026] In the chatbot interaction between the chatbot unit 71B and the user U operating the user terminal UT, a set of the chatbot unit 71B presenting options to the user terminal UT and the user U selecting an option by operating the user terminal UT is performed at least once. The chatbot unit 71B stores the selection history of the options as an interaction history with the user U in the main storage device 72 or the auxiliary storage device 73 in association with the user ID of the user U. As an example of the interaction with the chatbot, a scenario-type interaction is performed below, but as another example, an interactive interaction with AI (Artificial Intelligence) may be performed. In such a case, the chatbot unit 71B performs processing using an AI model, and the interaction history with the user U includes, for example, the contents of the dialogue between the AI ​​and the user U (such as the text of questions and answers). The scenario-type and interactive interaction with AI may be performed by text chat. The mode of text chat includes a mode in which past interactions are displayed in chronological order on one scroll screen.

[0027] After successful user authentication, the chatbot unit 71B displays image G1 shown in Fig. 3 on the user terminal UT. Image G1 is an image of a menu screen, and displays multiple options G11 to G16. Options G11 to G13 indicate that a rescue service of dispatching rescue staff, which is one of the road services, can be requested via the web, app, or telephone. Options G14 to G16 indicate that a technical support service would be requested via video call, that a user would like to see frequently asked questions (FAQs) and their answers, or that the user is not sure which of the above to choose, respectively.

[0028] When any of the options G11 to G16 is selected on the user terminal UT, information identifying the selected option is supplied from the user terminal UT to the distribution device 70. This allows the chatbot unit 71B and the call distribution unit 71C to recognize which option was selected. The same applies to the other options described below.

[0029] When option G11 is selected, the chatbot unit 71B accepts a request for providing a rescue service from the user terminal UT via a website managed by the allocation device 70. At this time, information necessary for providing a road service, such as location information and vehicle status, is transmitted from the user terminal UT to the chatbot unit 71B and input to the chatbot unit 71B. After that, the chatbot unit 71B transmits the input information together with the user information used in the above authentication to the server 21 of the call center 102. The server 21 transmits the information from the chatbot unit 71B to one of the multiple terminals 29. The destination is determined by the function of the ACD. The operator of the call center 102 operates the terminal 29 and performs the work necessary for providing a road service while referring to the information from the chatbot unit 71B.

[0030] When option G12 is selected, if the app is installed in the user terminal UT, the app is launched. The chatbot unit 71B accepts a request for rescue service from the user terminal UT via the app. The explanation of what happens after that is the same as when option G11 is selected. Note that if the app is not installed, the user terminal UT displays an image that guides the user to request rescue service via the web or telephone. For example, the user terminal UT displays options G11 and G13.

[0031] When the option G13 is selected, the call distribution unit 71C displays a link for starting a voice call on the user terminal UT. When the user U operates the user terminal UT to select the link, the user terminal UT communicates with the server 21, and the server 21 establishes communication between the user terminal UT and one of the multiple terminals 29 using the ACD function. This starts a voice call. When communication is established, the user information of the user U and the history of interactions with the user U are provided to the terminal 29. For example, the server 21 provides the user terminal UT with the IP address of the terminal 29 that established communication with the user terminal UT (hereinafter also referred to as the communication establishment terminal 29), and the user terminal UT transmits the provided IP address together with the user ID to the distribution device 70. The call distribution unit 71C of the distribution device 70 acquires user information from the user information database DB using the transmitted user ID as a key, and also acquires the history of interactions stored in the main storage device 72 or the auxiliary storage device 73. The call distribution unit 71C transmits the acquired user information and transaction history to the communication establishment terminal 29 based on the IP address transmitted from the user terminal UT. This allows the operator of the call center 102, who makes a voice call from the communication establishment terminal 29, to make a voice call while checking the user information and the transaction history.

[0032] When option G13 is selected, the voice call may be started without displaying the link. For example, when the chatbot unit 71B displays option G13 on the user terminal UT, the call distribution unit 71C performs processing such as embedding a link for starting a voice call in option G13. Embedding such a link may be performed for other options and video calls.

[0033] When option G14 is selected, the call distribution unit 71C displays a link for starting a video call on the user terminal UT. When the user U operates the user terminal UT to select the link, the user terminal UT communicates with the server 31, and the server 31 establishes communication between one of the multiple terminals 39 and the user terminal UT. This starts the video call. When the communication is established, the user information and interaction history of the user U are supplied to the terminal 39. A specific example of the supply method is the same as when option G13 is selected. However, the server 21 and the terminal 29 are replaced with the server 31 and the terminal 39, respectively. The staff of the technical support 103 who makes the video call from the communication established terminal 39 can make the video call while checking the user information and the interaction history.

[0034] When option G15 is selected, the chatbot unit 71B displays the FAQ and its answer on the user terminal UT. The FAQ and answer data are stored in the auxiliary storage device 43 and used, and are transmitted to the user terminal UT.

[0035] When option G16 is selected, further dialogue is performed by the chatbot unit 71B. Specifically, the chatbot unit 71B asks the user U a question A inquiring about the current situation. For example, the chatbot unit 71B displays the image G2 in FIG. 4 on the user terminal UT. The image G2 includes the question A and options G21 to G24 as answers to the question A.

[0036] The options G21 to G23 indicate that the user U is currently on a main line of an expressway or other motorway, that the key has been locked in the vehicle UC, and that an accident has occurred, respectively. The option G24 indicates a response to the other situation.

[0037] When option G21 is selected, the same process as when option G13 is selected (including supplying user information and interaction history) is performed so that a voice call can be made due to the need for urgency. When options G22 and G23 are selected, the user desires the provision of a rescue service, but the risk to user U is considered low, so the chatbot unit 71B, for example, displays options G11 to G13 again and prompts user U to request the provision of a rescue service via the web, app, or telephone. In this case, the same process as above is performed according to the selected option.

[0038] When option G24 is selected, the chatbot unit 71B further asks question B as to whether the vehicle UT is currently stopped in a safe place. For example, the chatbot unit 71B displays image G3 of Fig. 5 on the user terminal UT. Image G3 includes question B and options G31 and G32 of "Yes" or "No" as answers to the question B.

[0039] If "No" is selected, that is, if the vehicle UT is not stopped in a safe location, the situation is urgent, so the same processing as when option G13 is selected (including supplying user information and transaction history) is performed so that a voice call can be made.

[0040] If "Yes" is selected, the chatbot unit 71B further asks a question C about the specific situation of the vehicle UT. For example, the chatbot unit 71B displays a screen G4 of Fig. 6 on the user terminal UT. The screen G4 includes the question C and options G41 to G49 as answers to the question C.

[0041] Options G41 to G49 indicate that the vehicle UT has a dead battery, the engine will not start, a flat tire or burst tire, a fallen wheel or the vehicle is stuck, a warning light or message is on, there is an abnormality in the transmission system, there is an abnormal noise, there is an abnormal smell, or some other condition.

[0042] The chatbot unit 71B proceeds with an exchange regarding a request for road service with the user U via the user terminal UT depending on which of the options G41 to G49 is selected. This flow will be described with reference to Figs. 7 and 8.

[0043] When option G41 is selected, the chatbot unit 71B asks the user U whether he / she will perform a jump start himself / herself (step S11), as shown in Fig. 7. For example, the chatbot unit 71B displays an image including a question such as "Will you perform a jump start yourself?" and the answer options "Yes" and "No" on the user terminal UT.

[0044] If "Yes" is selected in step S11, the chatbot unit 71B asks the user U whether there is a booster cable and a rescue vehicle that can supply power nearby (step S12). For example, the chatbot unit 71B displays an image on the user terminal UT that includes a question such as "Do you have a booster cable and a rescue vehicle?" and the answer options "Yes" and "No."

[0045] If "Yes" is selected, the chatbot unit 71B asks the user U whether he / she would like to have a video call (step S13). For example, the chatbot unit 71B displays an image including a question such as "Do you want to have a video call?" and the answer options "Yes" and "No" on the user terminal UT.

[0046] If "Yes" is selected, the call distribution unit 71C performs a process to start a video call (step S14). This process is the same as the process (including the supply of user information and exchange history) when the option G13 in FIG. 3 is selected.

[0047] If "No" is selected in step S13, the chatbot unit 71B displays the FAQ and its answer on the user terminal UT (step S15). In this case, the FAQ about a dead battery and its answer are displayed. In this way, the FAQ and its answer that are appropriate for the interaction with the user U are displayed.

[0048] If "No" is selected in step S11 or S12, the chatbot unit 71B displays, for example, the options G11 to G13 and G15 again, and prompts the user U to request a rescue service via the web, app, or telephone, or to instruct the display of FAQs and answers (step S16). In this case, the same process as above is performed according to the selected option. As for FAQs and answers, FAQs about dead batteries and their answers are displayed.

[0049] When option G42 (engine won't start) is selected, the chatbot unit 71B asks the user U whether the engine won't start after parking (step S21). For example, the chatbot unit 71B displays an image on the user terminal UT that includes a question such as "Is the engine won't start after parking?" and the answer options "Yes" and "No."

[0050] If "Yes" is selected, the chatbot unit 71B asks the user U if he / she would like to make a video call (step S22), similar to step S13. If "Yes" is selected in response to this question, the same process as step S14 (including the supply of user information and interaction history; the same applies below to processes similar to step S14) is executed as step S23.

[0051] If "No" is selected in step S21 or S22, the chatbot unit 71B performs the process of step S16. However, as for the FAQ and answers, the FAQ regarding the event of the engine not starting and the answer to that FAQ are displayed.

[0052] When option G43 (puncture burst) is selected, the chatbot unit 71B asks the user U whether he / she has a spare tire or an emergency repair kit (step S31). For example, the chatbot unit 71B displays an image including a question such as "Do you have a spare tire or an emergency repair kit?" and the answer options "Yes" and "No" on the user terminal UT.

[0053] If "Yes" is selected, the chatbot unit 71B asks the user U whether he or she will change or repair the tire himself or herself (step S32). For example, the chatbot unit 71B displays an image on the user terminal UT that includes a question such as "Will you do the work yourself?" and the answer options "Yes" and "No."

[0054] If "Yes" is selected, the same processes as in steps S13 to S15 are executed (steps S33 to S35). However, for the FAQs and answers, FAQs related to punk burst and their answers are displayed.

[0055] If "No" is selected in step S31 or S32, the same process as in step S16 is performed (step S36). Regarding FAQs and answers, FAQs related to punk bursts and their answers are displayed.

[0056] When option G44 (running off the road / getting stuck) is selected, steps S41 to S43 are executed as shown in Fig. 8. These processes are similar to steps S22, S23, and S16, respectively, and therefore detailed explanations are omitted. However, as for FAQs and answers, FAQs related to running off the road and getting stuck and their answers are displayed.

[0057] When any of the options G45 to G48 is selected, the chatbot unit 71B asks the user U whether the vehicle UC can be driven as is, or whether the user wants to know the meaning of the selected option if it is a warning light or a message (step S51). For example, the chatbot unit 71B displays an image on the user terminal UT that includes a question such as "Do you want to know if the vehicle UC can be driven? Or do you want to know the meaning of the warning light or message?" and each of the options "Yes" and "No" as the answer.

[0058] If "Yes" is selected, steps S52 to S54 are executed. These processes are the same as the processes of steps S13 to S15, respectively, and therefore detailed explanations are omitted. If "No" is selected in step S51, step S55 is executed. This process is similar to the process of step S16, and therefore detailed explanations are omitted. However, for FAQs and answers, FAQs related to the selected option and their answers are displayed. In step S55, since it is highly likely that the user U particularly desires rescue services, for example, requests to display FAQs and answers may be excluded. In other words, of the options G11 to G13 and G15, only the options G11 to G13 may be displayed again.

[0059] When option G49 is selected, the chatbot unit 71B asks the user U whether he / she wants to have the vehicle UC transported (step S61). For example, the chatbot unit 71B displays an image including a question such as "Do you want to have the vehicle transported?" and the answer options "Yes" and "No" on the user terminal UT.

[0060] If "No" is selected, the chatbot unit 71B asks the user U whether he / she wants the road service provider 101 to inspect the vehicle UC (step S62). For example, the chatbot unit 71B displays an image on the user terminal UT including a question such as "Do you want to have your vehicle inspected?" and the answer options "Yes" and "No."

[0061] If "Yes" is selected in step S61 or S62, step S55 is executed. This process is similar to the process in step S16, and therefore a detailed description will be omitted. In step S55 here, since it is known from the history of the exchanges up to this point that the user U is particularly likely to desire a rescue service, for example, requests to display FAQs and answers may be excluded. In other words, of the options G11 to G13 and G15, only the options G11 to G13 may be displayed again.

[0062] If "No" is selected in step S61, steps S63, S64, and S54 are executed. These processes are similar to steps S13 to S15, so detailed explanations will be omitted. Regarding FAQs and answers, all FAQs and their answers are displayed.

[0063] As described above, in this embodiment, the chatbot unit 71B uses the chatbot to communicate with the user U regarding a request for road service. In addition, the call distribution unit 71C executes a first process (displaying a link to start a voice call on the user terminal UT, embedding a link to start a voice call in the options, etc.) to start a first call between the user terminal UT and the terminal 29 of the call center 102 according to the content of the communication, particularly when the content of the communication satisfies a first criterion. The first criterion here is whether or not the process has progressed to steps S16, S36, S43, and S55, or whether or not the user U has selected to request a rescue service by phone in these steps. In addition, the call distribution unit 71C executes a second process (displaying a link to start a video call on the user terminal UT, embedding a link to start a video call in the options, etc.) to start a second call between the user terminal UT and the terminal 39 of the technical support 103 according to the content of the communication, particularly when the content of the communication satisfies a second criterion. The second criterion here is whether or not the process has progressed to steps S14, S34, S42, S53, or S64, or whether or not an option to proceed to these steps has been selected. With this configuration, the destination of the call with user U is automatically assigned to either call center 102 or technical support 103 according to the content of the above exchange, so that there is no need to call call center 102 when receiving technical support service. This reduces the load on call center 102.

[0064] The processes performed by the chatbot unit 71B and the call allocation unit 71C are not limited to the above. The first criterion may be, for example, whether or not an exchange indicating that the provision of a rescue service is preferable has been made, and the second criterion may be, for example, whether or not an exchange indicating that the provision of a technical support service is preferable has been made. The call for receiving the technical support service does not have to be a video call, and may be a voice call without video as appropriate. For example, a voice call (for example, a call by telephone) is made at first, and then switched to a video call as necessary, but if a video call is not necessary, the call may end as a voice call. However, since the technical support service requires an image of a specific part of the vehicle UC taken by the user U, the call is preferably a video call. The call with the call center 102 does not need to be a video, and in order to reduce the communication load, a voice call without video as in the past is preferable. In addition, the user U may receive the above-mentioned road service by text chatting with the call center 102 or technical support 103, as selected by the user U or set in advance. For example, when the connection destination of the user terminal UT becomes either terminal 29 or terminal 39, a text chat may be started instead of a phone call. Also, when the connection destination of the user terminal UT becomes either terminal 29 or terminal 39 in response to a text chat exchange with the chatbot, the text chat continues, but the other party in the text chat exchange may be changed to an operator (terminal 29) of the call center 102 or a staff member (terminal 39) of the technical support 103 in response to the exchange with the chatbot. In this way, road service can be provided in an appropriate manner even to a user U who does not wish to make a phone call.

[0065] Although not particularly limited, the call distribution unit 71C may execute a third process of transmitting information on interactions with the user U up to that point (interaction history in the above case) to the terminal 29 of the call center 102 when executing the first process as described above. Furthermore, the call distribution unit 71C may execute a fourth process of transmitting information on interactions with the user U up to that point (interaction history in the above case) to the terminal 39 of the technical support 103 when executing the second process as described above. This allows the operator or staff operating the terminal 29 or 39 to respond to the user U in accordance with the interactions up to that point, enabling the operator or staff to respond appropriately and smoothly.

[0066] Although not particularly limited, when the first process and the second process are not executed, the chatbot unit 71B may display on the user terminal (in the above, steps S15, S35, S54, etc.) a set related to the content of the previous exchange between the user U and the user terminal UT, out of multiple sets of frequently asked questions and their answers stored in advance in a storage unit (in the above, the auxiliary storage device 73). The set related to the content of the exchange may be, for example, a set including a question that refers to the state of the vehicle UC selected by the user in the exchange.

[0067] The hardware configuration of the road service system 10 is arbitrary. The chatbot unit 71B and the call distribution unit 71C of the distribution device 70 may be implemented in the user terminal UT together with the user information database DB. That is, the processor of the user terminal UT may function as each unit 71B and 71C by executing a program. In this case, the distribution device is composed of the user terminal UT. Only the chatbot unit 71B may be implemented in the user terminal UT, and the call distribution unit 71C may be provided in the distribution device 70.

[0068] The server that mediates the video call between the user terminal UT and the terminal 39 may be operated by a third party (for example, an operating company of an SNS that allows video calls) other than the road service provider 101. In addition, at least a part of the functions of the distribution device 70 may be implemented in this server.

[0069] The terminal 29 may include a system terminal of a CTI (Computer Telephony Integration) system introduced by the road service provider. In this case, the terminal 29 includes a terminal computer of the CTI system and a telephone connected to the user terminal UT via a telephone line, which operate in cooperation with each other. In this case, the allocation device 10 functions as a part of the CTI system, and the user ID may be the telephone number of the user terminal UT. As a result, the terminal 29 (particularly the terminal computer) is supplied with and displays user information, a history of interactions with the user U, and the like, using the telephone number of the user terminal UT received by the terminal 29 as a key.

[0070] The terminal 39 may be a combination of a personal computer (or a smartphone) that communicates via the network NW and a system terminal of the CTI system. The personal computer and the system terminal may be linked, and user information and transaction history may be provided to and displayed on the system terminal.

[0071] When the system terminal is used as a part of the terminal 29 or 39, necessary information obtained during a call with the user U (such as details of the malfunction or a response record) may be input to the system terminal by an operator of the call center 102 or a staff member of the technical support 103. In this way, information about the user U is shared in the CTI system.

[0072] The above road service provided by the road service provider 101 is targeted at members in the above description, but may also be targeted at non-members. In this case, a non-member user may, for example, operate a user terminal such as his / her own smartphone and input necessary information into a website managed by the distribution device 70. Then, for example, on the condition that the billing process is completed, the provision of road service including dialogue by a chatbot may be started.

[0073] The present invention is not limited to the embodiment and the modifications described above. Various modifications to the embodiment and the modifications described above may also be included within the scope of the present invention. [Explanation of symbols]

[0074] 10...road service system, 21...server computer, 29...terminal, 31...server computer, 39...terminal, 43...auxiliary storage device, 70...distribution device, 71...processor, 71A...user authentication unit, 71B...chatbot unit, 71C...distribution unit, 72...main storage device, 73...auxiliary storage device, 101...road service provider, 102...call center, 103...technical support, U...user, UT...user terminal, UC...vehicle, G1~G4...images, G11~G16, G21~G24, G31~G32, G41~G49...options.

Claims

1. A chatbot unit that uses a chatbot to communicate with a user regarding a request for road service; a call distribution unit that executes, depending on the content of the exchange, either a first process of starting a first call between the user terminal of the user and a terminal of a call center that accepts a request for providing a rescue service, or a second process of starting a second call between the user terminal and a terminal of a technical support that provides a technical support service; A sorting device comprising:

2. The first call is a voice call without video, The second call is a video call. The sorting device according to claim 1.

3. The call distribution unit includes: executing a third process of transmitting information on interactions with the user to the terminal of the call center when executing the first process; and executing a fourth process of transmitting information on interactions with the user up to that point to the terminal of the technical support when the second process is executed. The sorting device according to claim 1.

4. When the first process and the second process are not executed, the chatbot unit performs a process of displaying on the user terminal a set of frequently asked questions and their answers related to the content of the previous exchange with the user, among a plurality of sets of frequently asked questions and their answers previously stored in a storage unit. The sorting device according to claim 1.

5. The sorting device according to claim 1 ; the terminal of the call center; the terminal of the technical support; The user terminal; A road service system comprising:

6. A program that causes a computer to function as the sorting device according to claim 1.

Images