User support system and user support method

Abstract

To provide a user support system capable of solving a problem of a user.SOLUTION: A user support system for matching a user with supporters capable of solving a user problem, is provided with a control unit for asking a plurality of supporters registered in advance when a user problem is input by a user, wherein the control unit notifies the user of supporters having responded that they can solve the problem among the asked supporters through a user terminal and connects the user with the supporters having responded that they can solve the problem, selected by the user, through each of terminals.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present invention relates to a user support system and a user support method that match users with supporters who can immediately solve their problems. [Background technology]

[0002] In daily life, everyone has troubles and doesn't know how to deal with them. When such a situation occurs, it is easier than ever to look it up using a mobile device such as a tablet or smartphone that you own. However, sometimes, you may encounter a problem where you don't know who to consult, or the problem is highly urgent or requires special expertise. Technologies that make it possible to deal with such situations have been disclosed (see Patent Documents 1 and 2).

[0003] Patent document 1 discloses an information processing device that includes "a reception unit that receives a support request including location information from a supported person, an acquisition unit that acquires location information of each of a plurality of supporters, a search unit that searches for a supporter to be requested to provide support to the supported person based on the location information of the supported person and the supporter, and an output unit that outputs guidance information to a mobile device of the searched supporter or supported person using information about the other party to guide the supporter or supported person to the other party."

[0004] Patent Document 2 discloses an electronic order-taking system that includes "an agent list display unit that displays a list of at least two agent symbols each representing an individual agent on the screen of the user terminal, a selection determination unit that determines which agent symbol the user has selected from the agent list display unit, an agent display unit that displays an agent corresponding to the agent symbol selected by the user in a state facing an avatar representing the user, a speech unit that causes the agent to speak according to a predetermined scenario, and an option display unit that displays options in line with the predetermined scenario in response to the agent's speech." [Prior art documents] [Patent documents]

[0005] [Patent Document 1] JP 2020-021375 A [Patent Document 2] JP2018-116427A Summary of the Invention [Problem to be solved by the invention]

[0006] However, although the information processing device described in Patent Document 1 describes a matching system that matches people in trouble (supportees) with supporters and aims to solve the "problems" of the supported person, the purpose of the system is ultimately to bring together people in trouble and supporters, and the problem is solved once the two parties meet, so it is not a system that can immediately solve problems.

[0007] Although the electronic order-taking system described in Patent Document 2 describes that a predetermined scenario is prepared in advance and that the user's problem is solved according to the scenario, the dialogue with the agent is limited to eliciting information necessary for assigning a person in charge and determining priority, and the supporter (business) confirms with the user again the details of the request and whether or not it can be handled, and then decides. In other words, the supporter (business) confirms the details of the problem with the user by calling, etc. Therefore, this electronic order-taking system is not designed to immediately solve problems.

[0008] The present invention has been made in view of the above circumstances, and relates to a user support system and a user support method capable of immediately solving a user's problems. [Means for solving the problem]

[0009] The user support system of the present invention is a user support system that matches users with supporters who can solve their problems, and is equipped with a control unit that calls out to multiple supporters who have been registered in advance when a problem is input by a user, and is configured to communicate to the user via the user terminal the supporter who has responded that the problem can be solved, and to connect the user and the supporter selected by the user who responded that the problem can be solved via their respective terminals.

[0010] With this configuration, supporters can register whether they can handle the issue, which helps to prevent mismatches; and once a match is made, the user and supporter are connected, allowing for quick communication.

[0011] The user support system of the present invention can be configured so that the control unit connects the user and the solution-capable supporter selected by the user to their respective terminals via a communication tool capable of two-way communication using video and audio. This allows for face-to-face interaction between the user and supporter, and provides a sense of security for the user in particular as they engage in interaction aimed at resolving their issues.

[0012] The user support system of the present invention can be configured so that the control unit transmits information of pre-registered supporters to the user via the user terminal, and the user is able to select an appropriate supporter via the user terminal. Doing so will further reduce mismatches.

[0013] The user support system according to the present invention can be configured so that the supporter information includes at least the supporter's category, the supporter's career history, the supporter's qualifications, and the supporter's evaluation. In this way, the user can quickly learn about the supporter's information.

[0014] The user support system according to the present invention can be configured so that the control unit presents a questionnaire to the user and the supporter when the user's problem has been solved. By doing this, data on whether the problem was solved appropriately or not will be accumulated through the survey. The survey results can also be used for "evaluation" of users and supporters.

[0015] The user support method of the present invention is a user support method that matches a supporter who can solve a user's problem, in which when a user inputs a problem, a plurality of supporters that have been registered in advance are called upon, and a supporter from among the supporters called who responds that the problem can be solved is communicated to the user, and the user selects an appropriate supporter from among the supporters communicated to him / her, and the user and the supporter selected by the user are connected via their respective terminals using a communication tool that allows two-way communication using video and audio. With this configuration, mismatches between users and supporters can be reduced, and once a match is made, the user and supporter are connected, enabling quick communication and providing a "face-to-face" experience between the user and supporter. Effect of the Invention

[0016] According to the present invention, mismatches between users and supporters can be reduced, and quick communication can be achieved. [Brief description of the drawings]

[0017] [Figure 1] 1 is a system configuration diagram showing an example of a system configuration of a user support system according to an embodiment of the present invention. [Diagram 2]2 is a block diagram showing an example of a functional block configuration of an administrator terminal of the user support system according to the embodiment of the present invention. FIG. [Diagram 3] 1 is an explanatory diagram for conceptually explaining a user support system according to an embodiment of the present invention; [Figure 4] 1 is an explanatory diagram for conceptually explaining a user support system according to an embodiment of the present invention; [Diagram 5] 1 is an explanatory diagram for conceptually explaining a user support system according to an embodiment of the present invention; [Figure 6] 1 is an explanatory diagram for conceptually explaining a user support system according to an embodiment of the present invention; [Figure 7] 10 is a flowchart showing a flow of a problem solving process in the user support system according to the embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0018] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. Here, a user support system according to the present invention (hereinafter, simply referred to as system 100) will be described. System 100 utilizes online technology to enable immediate resolution of user problems.

[0019] FIG. 1 is a system configuration diagram showing an example of the system configuration of the system 100. As shown in FIG. 1, the system 100 has an administrator terminal 10, a supporter terminal 20, and a user terminal 30. The administrator terminal 10, the supporter terminal 20, and the user terminal 30 are communicatively connected via a network W such as the Internet. The system 100 may also be configured to be communicatively connected via the network W with a server 200 that stores various information in a changeable manner. However, the server 200 is not essential for the system 100.

[0020] The administrator terminal 10 receives input from the supporter terminal 20 and the user terminal 30, and adjusts the supporter terminal 20 and the user terminal 30 in response to the input. The administrator terminal 10 is managed and operated by an operator of the system 100. The administrator terminal 10 may be configured, for example, as a cloud server based on cloud computing. The administrator terminal 10 stores a management program for managing the system 100 in cooperation with the supporter terminal 20 and the user terminal 30. However, the administrator terminal 10 is not limited to a cloud server, and may be a physical server such as a web server.

[0021] Here, the operator of system 100 provides system 100 to users of user terminals 30 and supporters of supporter terminals 20. Users of system 100 can use system 100 by installing an application program of system 100 in user terminal 30. Supporters of system 100 can use system 100 by installing an application program of system 100 in supporter terminal 20.

[0022] The supporter terminal 20 may be, for example, a PC (Personal Computer) owned by a supporter who can receive the system 100 from the operator. PCs include desktop PCs, notebook PCs, tablet PCs, PDAs (Personal Digital Assistants), etc. The supporter terminal 20 may be a smartphone, etc. An application program of the system 100 is installed in the supporter terminal 20 in cooperation with the administrator terminal 10. Here, a supporter is an expert who may be able to solve the user's problem. Also, multiple supporter terminals 20 may be connected.

[0023] The user terminal 30 may be, for example, a PC owned by the user. PCs include desktop PCs, notebook PCs, tablet PCs, PDAs (Personal Digital Assistants), and the like. The user terminal 30 may be a smartphone, for example. An application program of the system 100 is installed in the user terminal 30 in cooperation with the administrator terminal 10. Here, the users are people who want their problems solved. Also, a plurality of user terminals 30 may be connected.

[0024] A server 200 is connected to the network W. The server 200 is communicably connected to at least the manager terminal 10 and the supporter terminal 20. The server 200 may be singular or plural.

[0025] 2 is a block diagram showing an example of a functional block configuration of the administrator terminal 10 of the system 100. The administrator terminal 10 manages the system 100, and has at least a communication unit 11, an input unit 12, a display unit 13, a storage unit 14, and a control unit 15.

[0026] The communication unit 11 is an interface for the administrator terminal 10 to communicate with external devices such as the supporter terminal 20, the user terminal 30, and the server 200. The input unit 12 includes a keyboard and a pointing device such as a mouse or a trackball. The input unit 22 accepts an input operation by the administrator and transmits to the control unit 15 an operation signal according to the content of the input operation. The display unit 13 is, for example, a liquid crystal display (LCD), and displays various information according to instructions from the control unit 15.

[0027] The memory unit 14 stores the contents sent from the supporter terminal 20 and the user terminal 30. The memory unit 14 stores the contents input and set at the user terminal 30 (user's location, the problem the user wants solved, number of uses, etc.). The memory unit 14 also stores the contents input and set at the supporter terminal 20 (supporter's specialty, number of problems solved, number of uses, etc.). The memory unit 14 stores the operation program of the control unit 15, and also stores various related information. The operation program includes the application program of the system 100. The memory unit 14 can be configured with a RAM (Random Access Memory) and a ROM (Read Only Memory), a PROM (Programmable ROM) such as a flash memory, or an HDD (Hard Disk Drive), etc.

[0028] The control unit 15 controls the entire system 100 based on the application program of the system 100. The control unit 15 calls registered supporters via the supporter terminal 20 according to the contents set in the user terminal 30, and notifies the user of the supporters who have responded via the user terminal 30. The response is "I can help" or "I can't help", and the user selects a supporter who he / she thinks is appropriate from the supporters who have responded "I can help". It is also possible to notify the user of only the supporters who have responded "I can help". The control unit 15 connects the supporter terminal 20 of the supporter selected by the user to the user terminal. In addition, the control unit 15 displays various information on the display unit 13 in response to an operation signal from the input unit 12 or various signals transmitted from an external device. In addition, the control unit 15 has a function of transmitting information to an external device in response to an operation signal from the input unit 12. The control unit 15 can be configured with a calculation device such as a CPU (Central Processing Unit) and software that cooperates with the calculation device to realize various functions of the system 100.

[0029] 3 to 6 are explanatory diagrams for conceptually explaining the system 100. FIG. First, let me explain the problems (concerns) that users (requesters) are facing. In the background of modern Japan, a super-aging society is becoming a reality, with one in every 2.5 people being 65 years old or older in 2025. On the other hand, the issue of successors as engineers and qualified people retire, and the issue of the arrival of digital transformation are rapidly shifting from an analog environment to a digital environment. Contradictory realities are intricately intertwined. In other words, despite the super-aging society, many elderly people cannot adapt to the digital environment. In addition, although the working environment is being improved and housing is being systemized, the number of facilities is insufficient, and support is being diverted to measures against the declining birthrate and aging population, and does not reach the facilities. Furthermore, the number of support is overwhelmingly insufficient compared to the large number of elderly people. Even if we want to increase the number and improve the quality, the funds will be increasingly limited. With the development of mechanization, the so-called digital environment, we are entering an era in which it is difficult to respond to people (especially the elderly) who have spent their lives "meeting in person". Even in such a digital environment, there are certainly voices calling for "help (concerns)".

[0030] Systems have been proposed to meet such demands. However, in all currently existing systems, there are many aspects where you cannot see the other person. Even when you say you can see the other person, it is either through chat or an avatar. Furthermore, there is also the problem that it takes time to contact the other person. In other words, none of the systems have provided an immediate or wide-ranging solution.

[0031] Therefore, the system 100 was built around the following four functions: (1) Emphasis on "giving and helping" (2) “Ultra-immediacy” (3) Pursuing "user satisfaction with solutions and understanding" (4) "A hub for other platforms"

[0032] (1) Emphasis on "giving and helping" Many of the existing systems that generate monetization have an appeal point of "please buy me." It is believed that the psychology of wanting people to see you and buy your skills is at work there. Therefore, there is a difference depending on whether or not you have expertise in thumbnail images or riding, and there is also the issue that PR takes time. On the other hand, in existing systems that do not generate monetization, the provider (supporter) side has a non-paid (volunteer) psychology, and it is not possible to acquire many supporters. Also, in systems that emphasize giving, the more supporters you become, the more points you are given, but those who strengthen the actions and content of their giving as supporters will increasingly have an advantage. In other words, the expertise of supporters escalates. Therefore, system 100 is configured to emphasize "giving" and "helping." In other words, multiple supporters can respond to questions from users (see Figure 3).

[0033] (2) Hyper-immediacy In the system 100, when a question is sent from a user, the supporter who has registered the "category," "career history," "qualifications," etc. in advance is notified (see Figs. 3 and 4). In the system 100, the supporter who receives the notification through the system 100 sends "whether or not they can help" on the spot. This point is related to the above (1), and allows for instant matching. The questioner selects a supporter from among various supporters who want to solve his / her problem (see Fig. 5). The criteria for selecting a supporter are the "rank," "career history," "qualifications," and "evaluation comments" that are linked to each supporter. Once the selection is made and matching is made, the user and the supporter are connected by a communication tool that allows two-way communication using video and audio (see Fig. 6). Therefore, the user can communicate with the supporter "face to face," and can start the interaction toward solving the problem with a sense of security.

[0034] (3) Pursuing "user satisfaction with solutions and understanding" As explained in (2) above, since problem solving is done while face to face, the system 100 makes it possible to directly communicate and convey a sense of the problem. In addition, a search function for attached documents may be utilized. If attached documents can be utilized, it becomes possible to see with one's eyes what something actually is, not just with words. Therefore, in addition to hearing with the ears and seeing with the text, pictures and examples can also be shared, and understanding can be deepened on an immediate, sensory level, resulting in a higher level of satisfaction with the solution than with other existing systems.

[0035] (4) "A hub for other platforms" In system 100, all functions are simplified. This allows even people who are not familiar with IT (such as the elderly) to feel that it is easy to use. For functions that are not part of the basic configuration, it may be possible to link with other systems that have the necessary functions. In this way, the necessary functions can be supplemented by other systems, allowing users to customize the system and making effective use of various systems.

[0036] FIG. 7 is a flowchart showing the flow of the problem solving process of the system 100. Based on FIG. 7 and taking into account the contents explained in FIG. 3 to FIG. 6, the flow of the system 100 will be explained. A plurality of supporters are registered in the system 100 in advance. The registered contents include "category", "career", "qualifications", etc. "Category" is a classification of problems. For example, "injury", "illness", "machine trouble", "personal trouble", etc. In addition, "category" may be subdivided into large, medium, small, etc. "Career" is the length of time the supporter has worked in a specialized occupation. "Qualifications" is an index showing the expertise of the supporter. In addition, "area", "gender", "response time zone", etc. may be registered.

[0037] A user inputs a problem via a user terminal 30. Specifically, the user inputs the urgency and expertise of the problem, and calls for a supporter who can solve it (step S01). The supporter who has registered in advance identifies the problem and responds whether or not they can handle the problem input (step S02). Supporters who can handle the problem respond "Yes, we can," while supporters who cannot respond respond "No, we cannot." By checking with supporters whether they can handle the problem, it is possible to prevent mismatches. In existing systems, whether or not a supporter can handle the problem is not known until a certain degree of matching has been completed, which can easily lead to mismatches.

[0038] The user selects the supporter who is deemed appropriate from among the supporters who responded "I can help you" (Step S03). Suitability can be determined based on the supporter's pre-registered information. In addition, supporters who have solved multiple problems are also linked to "ratings," which can also be added to the judgment of suitability.

[0039] Once a supporter has been selected, system 100 connects the user and supporter (step S04). System 100 connects the two with a communication tool that allows two-way communication using video and audio. The user and supporter connect "face-to-face" and work to resolve the issue (step S05). The user can safely and securely connect with the supporter without being required to perform complex operations, making it possible to resolve the issue.

[0040] The other configurations will be described. <Price> A user of system 100 first purchases a ticket. The user uses a specified ticket when inputting the problem. At this point, payment is made by system 100. System 100 conveys information about the supporter to the user. Specifically, system 100 displays the evaluation, amount, and response time of each supporter on user terminal 30. System 100 connects the user with a supporter selected by the user. At this point, system 100 makes payment using the ticket. The supporter is then paid the fee according to the ticket.

[0041] In addition, the system 100 may be configured not to refund the initial ticket if the problem is withdrawn due to a problem on the user's side. On the other hand, if the problem of the user cannot be solved due to a problem on the supporter's side, the initial ticket may be refunded. The system 100 is also configured to allow selection and determination of charging when it is designed. Also, when the time to solve the problem is extended, it is preferable to charge and settle the payment by ticket. Note that the payment mechanism may be set arbitrarily, such as points payment, card payment, cryptocurrency payment, etc., instead of tickets.

[0042] If the system 100 is equipped with the above configuration, it will be possible to easily settle payments through tickets, etc., even if the event ends midway or the time is extended due to cancellations by either the user or the supporter. Also, since tickets, etc. must be purchased in advance, it will be possible to eliminate users who are only playing around. Furthermore, there is no cheating involved with the fees paid to the supporters, so they can receive their fees safely and securely.

[0043] When the system 100 determines that the problem has been solved, it conducts a survey of the user and the supporter (step S06). By conducting the survey, data on whether the problem has been solved appropriately is accumulated. The survey results can also be used to "evaluate" the user and the supporter. The control unit 15 determines that the problem has been solved when at least one of the user and the supporter disconnects the communication tool.

[0044] Finally, the system 100 collects the fee from the user and pays the fee to the supporter (step S07). The fee is calculated based on the time required to solve the problem, for example, in 10-minute increments. For example, the fee structure may be set higher for supporters with high "ratings." This is because such supporters are more likely to achieve safer and more secure problem solving.

[0045] (Other features) (1) Monetization For example, the standard fee is 200 yen for 3 minutes, and depending on the rank (supporter's evaluation), it is possible to set the fee at 1.5 times, 2 times, 2.5 times, 3 times, 4 times, 5 times, ... 10 times, etc. Also, the supporter can choose the fee structure for themselves even if the rank increases. This way, it is possible to solve problems at a low price without necessarily charging a high price. It is advisable to allow payment methods such as ticket payment, points payment, credit card payment, PEY payment, and combined telephone bill payment.

[0046] (2) Questionnaire The survey mainly asks participants to fill out the following items. However, the following list is the minimum number of items, and additional items can be added or modified. <User side> Communication (intimacy) Resolution satisfaction Speed ​​(accuracy) Expertise

[0047] <Supporter side> Communication (intimacy) ·Solution understanding level ·Urgency · Degree of expertise

[0048] (3) Security Regarding security, the following points should be taken into consideration. However, the following list is the minimum requirements and additional modifications can be made to the contents. ·Login (identification, user and support) -Double approval system (user's question → solution's approval → questioner's approval) ·Certificate (pre-registration for supporters) Video recording (update type)

[0049] As described above, system 100 is equipped with a control unit 15 that, when a user inputs a problem, calls multiple supporters who have been registered in advance, and control unit 15 is configured to communicate to the user via user terminal 30 the name of the supporter who has responded that the problem can be solved, and to connect the user and the supporter selected by the user who has responded that the problem can be solved via their respective terminals (supporter terminal 20, user terminal 30).

[0050] With this configuration, supporters can register whether they can handle the issue, which helps to prevent mismatches; and once a match is made, the user and supporter are connected, allowing for quick communication.

[0051] In addition, the system 100 can be configured so that the control unit 15 connects the user and a solution-capable supporter selected by the user to each of their terminals via a communication tool capable of two-way communication using video and audio. This allows for face-to-face interaction between the user and supporter, and provides a sense of security for the user in particular as they engage in interaction aimed at resolving their issues.

[0052] In addition, the system 100 can be configured so that the control unit 15 transmits information about pre-registered supporters to the user via the user terminal 30, allowing the user to select an appropriate supporter via the user terminal 30. Doing so will further reduce mismatches.

[0053] Furthermore, the system 100 can be configured so that the information on the supporter includes at least the supporter's category, the supporter's background, the supporter's qualifications, and the supporter's evaluation. In this way, the user can quickly learn about the supporter's information.

[0054] Furthermore, the system 100 can be configured so that the control unit 15 presents a questionnaire to the user and the supporter when the user has finished solving the problem. By doing this, data on whether the problem was solved appropriately or not will be accumulated through the survey. The survey results can also be used for "evaluation" of users and supporters.

[0055] The user support method of the present invention is a user support method that matches a user with a supporter who can solve the user's problem, and when a user inputs a problem, a plurality of supporters that have been registered in advance are called upon, and a supporter who responds that the problem can be solved is communicated to the user, and the user selects an appropriate supporter from among the supporters communicated to him / her, and the user and the supporter selected by the user are connected via a communication tool that allows two-way communication using video and audio via their respective terminals. With this configuration, mismatches between users and supporters can be reduced, and once a match is made, the user and supporter are connected, enabling quick communication and providing a "face-to-face" experience between the user and supporter.

[0056] The present invention is not limited to the above-described embodiment, various examples, and their modifications and applications. Various modifications are possible based on the gist of the present invention, and these are not excluded from the scope of the present invention. [Explanation of symbols]

[0057] 10: Administrator terminal 11: Communications Department 12: Storage section 13: Control section 20: Supporter terminal 30: User terminal 100: Online game provision system W: Network

Claims

1. In a user support system that matches users with supporters who can solve their problems, The system is equipped with a control unit that calls multiple pre-registered supporters when a user inputs a problem. The control unit is Among the supporters called, a supporter who responded that the problem can be solved is notified to the user via the user terminal; The system is configured to connect the user and the supporter selected by the user who responded that the problem can be solved via each of their terminals. User support system.

2. The control unit is Through a communication tool that allows two-way communication using video and audio, Connecting the user and the supporter selected by the user who can solve the problem to each other via their respective terminals; 2. The user support system according to claim 1.

3. The control unit is Transmitting information of the supporter registered in advance to the user via the user terminal; The user: It is now possible to select the appropriate supporter via the user's terminal.

3. A user support system according to claim 1 or 2.

4. The information of the supporter is: At a minimum, the category of supporter, the background of the supporter, the qualifications held by the supporter, and the evaluation of the supporter.

4. The user support system according to claim 3.

5. The control unit is Once the user's problem has been resolved, a questionnaire will be presented to the user and supporters.

3. A user support system according to claim 1 or 2.

6. In a user support method for matching users with supporters who can solve their problems, When a user inputs a problem, the system calls multiple pre-registered supporters, Among the supporters called, the supporter who responded that the problem can be solved is notified to the user; The user selects the appropriate supporter from among the supporters transmitted, The user and the supporter selected by the user are connected via their respective terminals by a communication tool that allows two-way communication using video and audio. How to support users.

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