Information processing system, information processing method, and program

Abstract

To provide a system capable of providing appropriate information on an inquiry of a user before replying.SOLUTION: An information processing system comprises: a reception unit which receives a call to an inquiry telephone number for inquiring from a user telephone number which is a telephone number of a user terminal of a user to a predetermined business operator; an inquiry information output unit which outputs, in a communication by the call, inquiry information indicating an inquiry regarding the predetermined business operator to the user terminal by voice; a reply information acquisition unit which acquires, in the communication by the call, reply information indicating reply content on the user to the inquiry information from the user terminal; a generation unit which generates summary information indicating a summary of the reply content on the basis of text information indicated by the reply information; and a notification and connection unit which notifies the predetermined business operator of the summary information by at least either voice or text information on the basis of a business operator database in which the inquiry telephone number and a contact address of the predetermined business operator are stored in association with each other, and connects the call to the predetermined business operator so that the predetermined business operator can communicate with the user terminal by voice.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information processing system, an information processing method, and a program. [Background technology]

[0002] 2. Description of the Related Art There is known a system that converts conversation content between a user and an operator at a call center into a chat format and publishes the conversation content on a web page (for example, see Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 7039118 Publication Summary of the Invention [Problem to be solved by the invention]

[0004] The system described in Patent Document 1 acquires voice data of the conversation between a user and an operator and converts it into text data. The system recognizes the speaker of the voice data, and displays the converted text data in a chat format between the user and the operator on a web page. In this way, the system can reduce the number of inquiries to the call center and the burden on the operator by making the web page available to other users. However, the system described in Patent Document 1 cannot provide information about the inquiring user to the business that is the target of the inquiry in advance, which creates a problem in that the business cannot respond to the user appropriately.

[0005] Therefore, an object of the present invention is to provide a system that can provide appropriate information to an inquiring user before a response is made. [Means for solving the problem]

[0006] An information processing system according to one embodiment of the present invention includes a reception unit that receives a call from a user telephone number, which is the telephone number of a user's user terminal, to an inquiry telephone number for inquiring of a specified business operator; a question information output unit that outputs question information indicating a question regarding the specified business operator by voice to the user terminal in the communication via the call; a response information acquisition unit that acquires response information indicating the content of the user's response to the question information from the user terminal in the communication via the call; a generation unit that generates summary information indicating a summary of the content of the response based on text information indicated by the response information; and a notification connection unit that notifies the specified business operator of the summary information by at least one of voice and text information based on a business database that stores the inquiry telephone number and the contact information of the specified business operator in association with each other, and connects the call to the specified business operator so that the specified business operator can communicate with the user terminal by voice.

[0007] An information processing method according to one aspect of the present invention includes a computer receiving a call from a user telephone number, which is the telephone number of a user's user terminal, to an inquiry telephone number for inquiring of a specified business operator; outputting question information indicating a question regarding the specified business operator by voice to the user terminal in the communication via the call; obtaining answer information indicating the content of the user's answer to the question information from the user terminal in the communication via the call; generating summary information indicating a summary of the content of the answer based on text information indicated by the answer information; and notifying the specified business operator of the summary information by at least one of voice and text information based on a business database that stores the inquiry telephone number and the contact information of the specified business operator in association with each other, and connecting the call to the specified business operator so that the specified business operator can communicate with the user terminal by voice.

[0008] A program according to one aspect of the present invention has a computer receive a call from a user telephone number, which is the telephone number of a user's user terminal, to an inquiry telephone number for inquiring of a specified business operator; in the communication via the call, output question information indicating a question regarding the specified business operator by voice to the user terminal; in the communication via the call, obtain answer information indicating the content of the user's answer to the question information from the user terminal; generate summary information indicating a summary of the content of the answer based on text information indicated by the answer information; and, based on a business database that stores the inquiry telephone number and the contact information of the specified business operator in association with each other, notify the specified business operator of the summary information by at least one of voice and text information, and connect the call to the specified business operator so that the specified business operator can communicate with the user terminal by voice. Effect of the Invention

[0009] According to the present invention, it is possible to provide a system that can provide appropriate information to an inquiring user before a response is made. [Brief description of the drawings]

[0010] [Figure 1] FIG. 1 illustrates an example of a configuration of an inquiry reception system. [Diagram 2] FIG. 11 is a diagram showing an example of a business operator database D111. [Diagram 3] FIG. 13 is a diagram showing an example of a response database D112. [Figure 4] FIG. 11 is a diagram showing an example of a weight database D113. [Diagram 5] FIG. 11 is a diagram showing an example of a history database D114. [Figure 6] FIG. 13 is a diagram illustrating an example of a configuration of an inquiry reception system according to a modified example. [Figure 7] FIG. 1 is a flow diagram showing an example of a processing procedure of an inquiry reception system. [Figure 8] FIG. 2 illustrates an example of a hardware configuration of a computer. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] A preferred embodiment of the present invention (hereinafter, referred to as "the present embodiment") will be described with reference to the attached drawings. In each drawing, the same reference numerals are used to denote the same or similar configurations. In this embodiment, "part", "means", "apparatus", and "system" do not simply mean physical means, but also include cases where the functions of the "part", "means", "apparatus", and "system" are realized by software. In addition, the functions of one "part", "means", "apparatus", or "system" may be realized by two or more physical means or devices, and the functions of two or more "parts", "means", "apparatus", or "system" may be realized by one physical means or device.

[0012] ===Outline of Inquiry Reception System 10=== An overview of an inquiry reception system 10 according to this embodiment will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of the configuration of the inquiry reception system 10. The inquiry reception system 10 is a system that receives an inquiry made by a user through a telephone call, and notifies a business operator, which is the destination of the inquiry, of a summary of the user's inquiry before the business operator makes a call with the user.

[0013] Inquiries include, for example, reservations for seats at stores, reservations for facility use, inquiries about equipment malfunctions, complaints, etc. Inquiries made by phone calls include, for example, inquiries made by push button input by phone calls, inquiries made by voice information by phone calls, etc. Businesses include, for example, restaurants, facility operation and management businesses, complaint reception desks, etc. A means of notifying businesses of a summary is, for example, sending voice information by phone calls.

[0014] <<Configuration Overview>> First, an overview of the configuration of an inquiry reception system 10 will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of the configuration of the inquiry reception system 10. As shown in Fig. 1, the inquiry reception system 10 includes, for example, a reception device 100 and a business device 200.

[0015] The devices constituting the inquiry reception system 10 are connected to each other via a communication network so that they can communicate with each other. The communication network is a wired network or a wireless network. Although not shown, in the inquiry reception system 10, the reception device 100 and the business operator device 200 may each be composed of a plurality of devices. Also, one system may have the functions of the reception device 100 and the business operator device 200. Also, some of the functions of the reception device 100 and the business operator device 200 may be provided by other devices.

[0016] The receiving device 100 is a device that receives inquiries by phone calls from users through the user terminal 300. The receiving device 100 may receive, for example, information indicating push button input by the user from the user terminal 300, or may receive voice information indicating the user's voice. The receiving device 100 transmits information indicating a question to the user (hereinafter referred to as "question information") to the user terminal 300 in accordance with information acquired from the user terminal 300. The receiving device 100 generates information (hereinafter referred to as "provided information") to be provided to the business device 200 based on information transmitted and received between the receiving device 100 and the user terminal 300.

[0017] The provided information includes, for example, information indicating a summary of the answer content (hereinafter referred to as "summary information") generated based on information indicating the content of the user's answer to a question (hereinafter referred to as "answer information"). The summary information is, for example, information indicating the purpose of the user's inquiry, such as information indicating the date and time and the number of people in the case of an inquiry about a store reservation, and information indicating a summary of the complaint content in the case of a complaint about a store. Furthermore, the provided information may include information indicating the history of calls made by the user in the past (hereinafter referred to as "history information"). The history information is, for example, information indicating the date and time, number of calls, purpose of the calls, etc., of calls received from the user terminal 300 in the past. In this way, the reception device 100 can notify the business operator of the summary of the inquiry and the user's past tendencies in response to the user's inquiry before the business operator makes a call to the user, thereby improving the service provided to the user by the business operator.

[0018] The business entity device 200 outputs, in a predetermined manner, the summary information and the history information acquired from the reception device 100. For example, the business entity device 200 may output the summary information and the history information by voice, or may output them as text data by email.

[0019] The accepting device 100 may be, for example, a cloud computer, a server computer, a personal computer (e.g., a desktop, a laptop, a tablet, etc.), a media computer platform (e.g., a cable or satellite set-top box, a digital video recorder), a handheld computer device (e.g., a PDA, an email client, etc.), or other types of computers or communication platforms. At least a part of the processing in the accepting device 100 may be realized by one or more computers (for example, and not by way of limitation, cloud computing configured by one or more computers).

[0020] The operator device 200 may be, for example, a smart speaker, a smartphone, a mobile phone (feature phone), a personal computer (e.g., desktop, laptop, tablet, etc.), a media computer platform (e.g., cable, satellite set-top box, digital video recorder), a wearable device (glasses-type device, watch-type device, etc.), or other type of computer or communication platform.

[0021] <<Processing Overview>> Next, an overview of the processing of the inquiry reception system 10 will be described with reference to FIG.

[0022] In step S10, the user terminal 300 makes a call to a telephone number (hereinafter referred to as an "inquiry telephone number") corresponding to a target business (hereinafter referred to as a "target business"), which is published on the Internet, for example.

[0023] In step S11, the reception device 100 receives a call, for example, through a private branch exchange (not shown). The private branch exchange is a device that controls connections between extensions and between external lines, and may be installed in a building such as a call center, or may be installed on the cloud. When the reception device 100 receives a call, it identifies a target business operator based on, for example, an inquiry phone number, and transmits initial question information corresponding to the target business operator to the user terminal 300. The initial question information is, for example, a voice message that asks the user about reservation conditions (for example, reservation date, number of people, etc.) for a service of the target business operator.

[0024] In step S12, the reception device 100 acquires information indicating an answer to the initial question information (hereinafter referred to as "answer information") from the user terminal 300. The answer information is, for example, a voice message indicating the answer from the user to the question information. Thereafter, the reception device 100 may transmit further question information to the user terminal 300 in response to the answer. The question information in this case is, for example, a voice message indicating a question asking the user more detailed information (such as foods they dislike or purpose of use) than the content indicated by the initial question information. In this way, the reception device 100 repeats the process of transmitting questions to the user terminal 300 and acquiring responses multiple times.

[0025] In step S13, the receiving device 100 generates information to be provided based on the answer information. Specifically, the receiving device 100 generates summary information indicating a summary of the answer contents indicated by the answer information. Furthermore, the receiving device 100 generates history information regarding the history of past calls corresponding to the target business. The receiving device 100 calls the telephone number of the business device 200 and notifies the summary information and history information by at least one of voice and text information. After that, the receiving device 100 switches the communication line so that the business device 200 and the user terminal 300 can talk to each other. This allows the person in charge of the target business to accurately understand the purpose of the user's inquiry while taking into account the past history.

[0026] === Reception device 100 === The configuration of the reception device 100 will be described with reference to Fig. 1. As shown in Fig. 1, the reception device 100 includes a storage unit 110, a reception unit 120, a question information output unit 130, a response unit 140, an answer information acquisition unit 150, a provision information generation unit 160, and a notification connection unit 170. The functions of these units are realized, for example, by using a storage area such as a memory 1002 shown in Fig. 8 or by a processor 1001 executing a program stored in the storage area.

[0027] The storage unit 110 includes, for example, an operator database D111 (reservation database), a response database D112, a weighting database D113, and a history database D114. Note that the operator database D111, the response database D112, the weighting database D113, and the history database D114 do not necessarily have to be stored in the reception device 100, and may be stored in another device (not shown).

[0028] The business database D111 will be described with reference to FIG. 2. FIG. 2 is a diagram showing an example of the business database D111. The reception device 100 can specify a business that is the user's target by referring to the business database D111. As shown in FIG. 2, the business database D111 includes items such as [Business ID], [Inquiry phone number], [Business phone number], [Email address], and [Reservation status]. [Response ID] is an item in which an identification code that can uniquely identify a business is stored. [Inquiry phone number] is an item in which, for example, a phone number (for example, a phone number publicly available on the Internet) for a user to inquire about a business is stored. [Business phone number] is an item in which a phone number that can be directly called to the business is stored. [Email address] is an item in which the email address of the business is stored. [Reservation status] is an item in which, when a business is a store such as a restaurant, a reservation status for entering the store is stored.

[0029] The inquiry telephone number is, for example, a telephone number different from the business telephone number. Furthermore, multiple inquiry telephone numbers may be associated with the same business (business telephone number). Furthermore, different inquiry telephone numbers may be associated with multiple stores or services of the same business. Furthermore, each of the multiple inquiry telephone numbers may be associated with each of the user terminals 300. That is, the display unit of the user terminal 300 may display different inquiry telephone numbers depending on the store or service of the business or the user terminal 300.

[0030] The inquiry telephone number may also include a numeric string that can identify a store or service of the business operator or the user terminal 300. Specifically, for example, if the number corresponding to the business operator is "050-5555-6666" and the number that can identify one of the business operator's multiple stores is "567," the inquiry telephone number may be set as "050-5555-6666-567." Also, if the number that can identify the user terminal 300 is "123," the inquiry telephone number may be set as "050-5555-6666-123."

[0031] Furthermore, the inquiry telephone number may include a numeric string capable of identifying a combination of each of a plurality of stores and services provided by the business operator and the user terminal 300. Specifically, for example, if the number corresponding to the business operator is "050-5555-6666," the number capable of identifying one of the business operator's plurality of stores is "567," and the number capable of identifying the user terminal 300 is "123," the inquiry telephone number may be set as "050-5555-6666-567-123."

[0032] This enables the inquiry reception system 10 to easily identify the target business, the store of the target business, the service provided by the target business, and the user terminal 300 using the inquiry telephone number or the numeric string added to the inquiry telephone number as a key, and enables appropriate questions to be output to the user, thereby enabling the business to improve the service provided to the user.

[0033] The response database D112 will be described with reference to FIG. 3. FIG. 3 is a diagram showing an example of the response database D112. The reception device 100 can specify question information for answer information by referring to the response database D112. As shown in FIG. 3, the response database D112 includes items such as [Response ID], [Inquiry Phone Number], [Timing], and [Question Information]. [Response ID] is an item in which an identification code capable of uniquely identifying question information is stored. [Inquiry Phone Number] is an item in which, for example, a phone number for a user to inquire with a business is stored. [Timing] is an item in which information indicating the timing at which answer information is acquired is stored. [Question Information] is an item in which question information (for example, text information and voice information) transmitted to the business device 200 is stored.

[0034] The weight database D113 will be described with reference to FIG. 4. FIG. 4 is a diagram showing an example of the weight database D113. The weight database D113 is a database in which weights indicating importance are associated with words. The reception device 100 can appropriately generate summary information by referring to the weight database D113. As shown in FIG. 4, the weight database D113 includes, for example, items [word ID], [word], and [weight]. [Word ID] is an item in which an identification code capable of uniquely identifying a word is stored. [Word] is an item in which a word is stored. [Weight] is an item in which a parameter indicating the importance set for a word is stored.

[0035] The history database D114 will be described with reference to FIG. 5. FIG. 5 is a diagram showing an example of the history database D114. The reception device 100 can generate history information by referring to the history database D114. As shown in FIG. 5, the history database D114 includes, for example, items such as [history ID], [date and time], [business ID], [inquiry phone number], [user phone number], [question information], [answer information], [provided information], and [related history ID]. [History ID] is an item in which an identification code capable of uniquely identifying information related to the history is stored. [Date and time] is an item in which, for example, the date and time at which the history is stored is stored. [Business ID] and [inquiry phone number] are the same as those described above, and therefore description thereof will be omitted. [Answer information] is an item in which answer information (e.g., text information) transmitted from the user terminal 300 is stored. [Question information] is an item in which question information (e.g., text information) transmitted to the user terminal 300 in response to the answer information is stored. [Provided information] is an item in which the provided information (e.g., text information) transmitted to the business device 200 is stored.

[0036] The reception unit 120 is a functional unit that receives a call from the user terminal 300 to an inquiry telephone number (e.g., 050-5555-6666) regarding the target carrier by a user telephone number (e.g., 090-1111-2222) assigned to the user terminal 300. For example, the reception unit 120 acquires the user telephone number acquired by a private branch exchange (not shown) from the private branch exchange.

[0037] The question information output unit 130 is a functional unit that, when a call is received, outputs question information (information generated by the response unit 140 described later) regarding the target carrier by voice to the user terminal 300. The question information output unit 130 outputs the question information through, for example, a private branch exchange.

[0038] The response unit 140 is a functional unit that generates question information. Specifically, the response unit 140 may extract question information corresponding to an inquiry phone number from the response database D112. The response unit 140 may also generate question information for answer information acquired from the user terminal 300 by using a trained model trained with past answer information of users and question information that is a correct answer to the answer information.

[0039] The answer information acquiring unit 150 is a functional unit that acquires answer information from the user terminal 300 via, for example, a private branch exchange. The answer information acquiring unit 150 stores the answer information in, for example, the history database D114.

[0040] The provided information generating unit 160 (generating unit) generates provided information including, for example, summary information and history information. First, the provided information generating unit 160 generates summary information indicating a summary of the answer contents based on, for example, text information of the answer contents indicated by the answer information. Specifically, the provided information generating unit 160 performs, for example, morphological analysis on the text information of the answer contents and weights each word of the text information. The provided information generating unit 160 may weight each word in the text information based on, for example, the weight database D113. The provided information generating unit 160, for example, eliminates words indicating relatively small weights (parameters) from among the weighted words. This allows the provided information generating unit 160 to extract words of high importance (for example, words indicating the reservation date, number of people, location, property, etc.) from the user's answer contents and generate a summary combining the words. For example, the summary information is "telephone number 090-1111-2222, reservation for 4 people from 13:00 on January 1st", "inquiry about purchasing property A in Minato-ku, Tokyo", "inquiry about purchasing used car A", etc. This allows the inquiry reception system 10 to properly notify the target business of the purpose of the user's call before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction. Note that, without being limited to the above, the provision information generating unit 160 may, for example, refer to a database (not shown) that associates words with summaries and generate summary information indicating a summary corresponding to the words extracted from the text information of the answer content.

[0041] Next, the provided information generating unit 160 generates history information based on, for example, a history of calls made by the user in the past. Specifically, the provided information generating unit 160 identifies a history related to a target business corresponding to the user telephone number from the history database D114. At this time, the provided information generating unit 160 identifies features of the user corresponding to the user telephone number, such as the number of inquiries in the past (which can be identified from the number of history IDs), the inquiry content (which can be identified from the provided information), and the inquiry date and time, and generates history information including the identified information. For example, the provided information generating unit 160 may generate history information based on a database (not shown) that associates and stores the features and the history information. In addition, the provided information generating unit 160 may generate history information for a history of calls made by the user in the past, using a trained model trained with the features and the correct history information. Specifically, the history information is information indicating a history of calls made in the past, such as, for example, "This is the second inquiry today," "This is the person who made an inquiry one week ago," "This is the person who made an inquiry for the first time in six months," or "This is the first person to make an inquiry." As a result, the inquiry reception system 10 can appropriately notify the target business of the user's call frequency, etc., before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction. In addition, the history information may be information indicating the user's past behavior history, such as previous reservations and purchases, such as "This customer made a reservation for a dinner course six months ago," "This customer inquired about used car XX one year ago," or "This customer inquired about a property in Shibuya Ward two weeks ago." As a result, the inquiry reception system 10 can appropriately notify the target business of the user's preferences, etc., before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction.

[0042] The provided information generating unit 160 generates the provided information by associating the summary information with the history information. The provided information generating unit 160 may generate the provided information by, for example, adding the history information following the summary information. Specifically, the provided information includes the purpose of the call and the user's call history, such as "Telephone number 000-0000-0000, reservation for 4 people from 13:00 on January 1st. This is a customer who made a reservation for a dinner course six months ago."

[0043] The notification connection unit 170 notifies the business operator device 200 of the summary information and history information before the business operator device 200 starts voice communication (telephone call) with the user terminal 300. Specifically, when the notification connection unit 170 acquires information indicating the end of a conversation from the user terminal 300, for example, it converts the text information indicated by the summary information and history information into voice information. Then, the notification connection unit 170 calls the inquiry telephone number of the target business operator and notifies the summary information and history information by voice. Note that the notification connection unit 170 may notify the summary information and history information by text information in an email or short message of the target business operator. Thereafter, the notification connection unit 170 refers to the carrier database D111, and transmits a request to, for example, a private branch exchange (not shown) to connect a communication line of the telephone number (e.g., 090-1111-2222) of the user terminal 300 to a communication line of the telephone number (e.g., 03-1111-2222) of the carrier device 200 so that the user terminal 300 can make a call to the carrier device 200. As a result, the private branch exchange causes the carrier device 200 to start voice communication with the user terminal 300. In this way, the inquiry reception system 10 can appropriately notify the target carrier of the user's call frequency, preferences, etc. before the target carrier makes a call to the user, thereby realizing an improvement in user satisfaction by the target carrier.

[0044] <<First Modification>> The provided information generating unit 160 may generate provided information reflecting a history of past calls to a business operator (hereinafter, referred to as "other business operator") different from the target business operator. Specifically, the provided information generating unit 160 identifies a history of past calls to the other business operator corresponding to the user telephone number from the history database D114. At this time, the provided information generating unit 160 identifies features such as the number of past inquiries (identifiable from the number of history IDs), inquiry contents (identifiable from the provided information), and inquiry date and time to the other business operator corresponding to the user telephone number, and generates history information (second history information) including the identified features. For example, the provided information generating unit 160 may generate history information regarding past calls to the other business operator based on a database (not shown) that stores the features and the history information in association with each other. The provided information generating unit 160 may also generate history information regarding past calls to the other business operator using a trained model trained with the features and the correct history information. Specifically, the history information regarding past calls to other businesses is information indicating a history of previous inquiries to other offices, such as, for example, "This inquiry may be the result of various searches," or "It may have been searched for variously for a month." As a result, the inquiry reception system 10 can properly notify the target business of the user's inquiry status, etc., before the target business notifies the user, thereby realizing an improvement in user satisfaction by the target business. It is preferable that the information indicating the history is information that excludes content that can identify the other office. In other words, it is preferable that the information indicating the history is information that abstracts the content of the history of inquiries to other offices so that the other office cannot be identified. As a result, the reception device 100 can properly use the customer information of the other office to allow the business to properly grasp the user's inquiry status, thereby realizing an improvement in user satisfaction.

[0045] The notification connection unit 170 notifies the business operator device 200 of the target business by voice of the provided information in which the summary information, the history information of the target business operator, and the history information of the other business operators are associated, before the business operator device 200 starts voice communication with the user terminal 300. The provided information includes information indicating the history of the other business operators, such as "Reservation for 4 people on January 1st. This is the first inquiry, but it may be an inquiry that was made after various searches." This allows the inquiry reception system 10 to properly notify the target business operator of the user's inquiry status before the target business operator makes a call with the user, thereby realizing an improvement in user satisfaction by the target business operator.

[0046] <<Second Modification>> The provided information generating unit 160 may generate the provided information including information indicating that the calling user is a user who frequently uses the service of the target company. Specifically, the provided information generating unit 160 refers to the history database D114 and identifies the frequency of use by the user in a predetermined period based on the history corresponding to the user's phone number. The frequency of use may be, for example, the number of times the user calls the target phone number of the target company in a predetermined period, or the number of times that the provided information related to the user is transmitted to a predetermined company in a predetermined period, and may be the frequency related to the user's calling the target phone number in a predetermined period in order to request the service of the target company. The provided information generating unit 160 determines whether the frequency of use in the predetermined period exceeds a predetermined threshold. Then, when it is determined that the frequency of use exceeds the predetermined threshold, the provided information generating unit 160 identifies the user as a user who frequently uses the service. The provided information generating unit 160 generates history information including information indicating that the user is a user who frequently uses the service. Specifically, the history information includes information indicating the frequency of use, such as "A regular customer who makes a reservation once a month," "A customer who makes many complaints," etc. As a result, the inquiry reception system 10 enables the target business to respond appropriately to the user according to the user's characteristics, such as whether the user is a regular customer or a complainer, before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction.

[0047] <<Third Modification>> An inquiry reception system 10a according to a modified example will be described with reference to Fig. 6. Fig. 6 is a diagram showing an example of the configuration of the inquiry reception system 10a according to a modified example. In the following, only differences from the inquiry reception system 10 will be mentioned, and unless otherwise specified, the inquiry reception system 10 will be considered to be the same as the inquiry reception system 10. The reception device 100a is, for example, a server device of a call center that accepts user reservations for services of a target business. The reception device 100a further includes a reservation determination unit 180 and a reservation execution unit 190.

[0048] The reservation determination unit 180 is a functional unit that determines whether or not a reservation is possible under the reservation conditions (e.g., date and time and number of people) specified based on the user's response information. The reservation determination unit 180 refers to a business database D111 (reservation database) that stores the reservation status of services provided by the target business, and determines whether or not the user can reserve a service provided by the target business under the user's reservation conditions. Specifically, when the reservation determination unit 180 determines based on the response information that the reservation conditions indicate a reservation for 4 people from 12:00 on January 1, for example, and determines that a reservation for 10 people is possible from 12:00 to 16:00 on January 1 in the business database D111, the reservation determination unit 180 determines that the reservation is possible. On the other hand, when the reservation determination unit 180 determines based on the response information that the reservation conditions indicate a reservation for 20 people from 12:00 on January 1, for example, the reservation determination unit 180 determines that the reservation is impossible.

[0049] The reservation execution unit 190 is a functional unit that executes reservation processing according to the determination result of the reservation determination unit 180. Specifically, when the reservation determination unit 180 determines that the reservation is possible, the reservation execution unit 190 executes the reservation by storing reservation information indicating the reservation conditions in the business database D111. In addition, in this case, the reservation execution unit 190 may execute the reservation by transmitting the reservation information to a management system (not shown) that manages the reservations of the business. In this case, the notification connection unit 170 may transmit text information indicating the reservation conditions by email to the business device 200. In this way, when the reservation is possible, the reception device 100a can reduce the work load of the user by eliminating the trouble of the business to call the user. In addition, when the reservation determination unit 180 determines that the reservation is possible, the reservation execution unit 190 may instruct the provision information generation unit 160 to generate summary information including information indicating that the reservation is possible. In this way, when the reservation determination unit 180 determines that the reservation is possible, the reception device 100a can know that the reservation is possible without checking the reservation status before the business starts calling the user, thereby reducing the work load of the user.

[0050] On the other hand, for example, when the reservation determination unit 180 determines that reservation is impossible, the reservation executor 190 provides the determination result to the information to be provided generator 160. In this case, the information to be provided generator 160 generates information to be provided as described above. In this case, the notification connection unit 170 notifies the carrier device 200 of the information to be provided by voice, for example, via a private branch exchange.

[0051] ===Business equipment 200=== The configuration of the business operator device 200 will be described. As shown in FIG. 1, the business operator device 200 includes, for example, a storage unit 210, a reception unit 220, and an output unit 230. The functions of these units are realized, for example, by using a storage area such as a memory 1002 shown in FIG. 8 or by a processor 1001 executing a program stored in the storage area. The storage unit 210 stores various information. The storage unit 210 may store, for example, a business operator database D111 stored in the storage unit 110 of the reception device 100. The reception unit 220 receives a call between the reception device 100 and the user terminal 300. The output unit 230 outputs a voice utterance to the user terminal 300.

[0052] ===Processing Procedure=== A processing procedure of the inquiry reception system 10 according to the present embodiment will be described with reference to Fig. 7. Fig. 7 is a flow diagram showing an example of a processing procedure of the inquiry reception system 10. In the following, as an example, a case where the reception device 100 notifies the provider device 200 of the provision information by voice based on voice communication between the user terminal 300 and the reception device 100 will be described.

[0053] In step S100, the user terminal 300 calls an inquiry phone number (for example, 050-5555-6666) corresponding to the target business.

[0054] In step S101, when the receiving device 100 receives a call to an inquiry phone number through a private branch exchange (not shown), the receiving device 100 acquires a user phone number (for example, 090-1111-2222) and an inquiry phone number (for example, 050-5555-6666) from the private branch exchange.

[0055] In step S102, the reception device 100, for example, refers to the response database D112 and outputs the initial question information corresponding to the inquiry phone number (for example, voice information such as "This is call center A. This is an AI service that accepts reservations for store B. Please tell us the date of your reservation.") by voice to the user terminal 300.

[0056] In step S103, the user terminal 300 outputs answer information to the initial question information (for example, voice information such as "January 1st") to the reception device 100 by voice.

[0057] In step S104, the reception device 100, for example, refers to the response database D112 and outputs question information corresponding to the inquiry phone number (for example, voice information such as "May I connect you to the store to make a reservation for January 1st?") by voice to the user terminal 300.

[0058] In step S105, the user terminal 300 outputs, for example, answer information to the question information (for example, voice information such as "Yes, please") to the reception device 100 by voice.

[0059] In step S106, the reception device 100 determines whether the conversation with the user terminal 300 has ended. Specifically, when the reception device 100 identifies a specific word (e.g., "yes") in the text information into which the answer information has been converted, the reception device 100 determines that the conversation has ended and moves the process to step S107. On the other hand, when the reception device 100 determines that the conversation has not ended, the process is repeated from step S104.

[0060] In step S107, the reception device 100 generates summary information (e.g., voice information saying "This is a call requesting a reservation on January 1st") by referring to the weight database D113, and generates history information (e.g., voice information saying "This is a call requesting a reservation on January 1st. This ...

[0061] In step S108, the receiving device 100 calls the telephone number (e.g., 03-1111-2222) of the target company, for example, by controlling a private branch exchange. The receiving device 100 notifies the target company of the provided information by voice. Note that the receiving device 100 may notify the target company of the provided information by text information via e-mail or short message instead of or in addition to the voice notification.

[0062] In step S109, the business operator device 200 outputs audio information indicated by the provided information from a speaker (the provided information may be displayed by email or a short message).

[0063] In step S110, the receiving device 100 connects a communication line for the telephone number (eg, 090-1111-2222) of the user terminal 300 and a communication line for the telephone number (eg, 03-1111-2222) of the provider device 200 so that the user terminal 300 and the provider device 200 can communicate with each other by voice.

[0064] In this way, the reception device 100 notifies the business operator device 200 of the provided information by voice (or text information) via a communication line before the business operator device 200 starts voice communication with the user terminal 300. This allows the business operator's staff to start a conversation with the user after understanding the characteristics and situation of the calling user in advance, making it possible to respond appropriately to the user.

[0065] ===Hardware Configuration=== 8, an example of a hardware configuration in which accepting device 100 and business entity device 200 are realized by computer 1000 will be described. Note that the various functions of accepting device 100 and business entity device 200 can be realized by dividing them into a plurality of devices.

[0066] Fig. 8 is a diagram showing an example of a hardware configuration of a computer. As shown in Fig. 8, a computer 1000 includes, for example, a processor 1001, a memory 1002, a storage device 1003, an input I / F unit 1004, a data I / F unit 1005, a communication I / F unit 1006, and a display unit 1007.

[0067] The processor 1001 is a control unit that controls various processes in the computer 1000 by executing programs stored in the memory 1002 .

[0068] The memory 1002 is a storage medium such as a RAM (Random Access Memory), etc. The memory 1002 temporarily stores the program code of the program executed by the processor 1001 and data required when the program is executed.

[0069] The storage device 1003 is, for example, a non-volatile storage medium such as a hard disk drive (HDD) or a flash memory, etc. The storage device 1003 stores an operating system and various programs for implementing the above-mentioned components.

[0070] The input I / F unit 1004 is a device for receiving input from a user. Specific examples of the input I / F unit 1004 include a keyboard, a mouse, a touch panel, various sensors, a wearable device, etc. The input I / F unit 1004 may be connected to the computer 1000 via an interface such as a Universal Serial Bus (USB).

[0071] The data I / F unit 1005 is a device for inputting data from outside the computer 1000. A specific example of the data I / F unit 1005 is a drive device for reading data stored in various storage media. The data I / F unit 1005 may be provided outside the computer 1000. In that case, the data I / F unit 1005 is connected to the computer 1000 via an interface such as a USB.

[0072] The communication I / F unit 1006 is a device for performing data communication via the Internet N, either wired or wirelessly, with an external device of the computer 1000. The communication I / F unit 1006 may be provided outside the computer 1000. In that case, the communication I / F unit 1006 is connected to the computer 1000 via an interface such as a USB.

[0073] The display unit 1007 is a device for displaying various types of information. Specific examples of the display unit 1007 include a liquid crystal display, an organic EL (Electro-Luminescence) display, a display of a wearable device, and the like. The display unit 1007 may be provided outside the computer 1000. In that case, the display unit 1007 is connected to the computer 1000 via, for example, a display cable. In addition, when a touch panel is adopted as the input I / F unit 1004, the display unit 1007 can be configured integrally with the input I / F unit 1004.

[0074] ===Summary=== <1> The inquiry reception system 10 includes a reception unit 120 that receives a call to an inquiry telephone number from a user telephone number, which is the telephone number of a user terminal 300 of a user, to inquire of a target business (a specified business), a question information output unit 130 that outputs question information indicating a question regarding the target business (a specified business) by voice to the user terminal 300 in the call communication, a response information acquisition unit 150 that acquires response information indicating the content of the user's response to the question information from the user terminal 300 in the call communication, a provision information generation unit 160 (generation unit) that generates summary information indicating a summary of the response content based on text information indicated by the response information, and a notification connection unit 170 that notifies the target business (a specified business) of the summary information by at least one of voice and text information based on a business database D111 that associates and stores the inquiry telephone number with the contact information (e.g., telephone number, email address, etc.) of the specified business, and connects the call to the target business (a specified business) so that the target business (a specified business) can communicate with the user terminal 300 by voice. As a result, the inquiry reception system 10 can properly notify the target business of the purpose of the user's call before the target business makes a call to the user, thereby enabling the target business to improve user satisfaction.

[0075] <2> Further, the provision information generating unit 160 (generating unit) in the inquiry reception system 10 generates first history information indicating a history of past calls made by the user from the user telephone number to a telephone number related to a target business (a specified business) based on a history database D114 that associates and stores information about the user telephone number with a history of past calls to an inquiry telephone number for making an inquiry to a business from the user telephone number, and the notification connecting unit 170 notifies the target business (a specified business) of the summary information and the history information (first history information) of the target business by at least one of voice and text information based on the business database D111, and connects the call to the target business (a specified business) so that the target business (a specified business) can communicate with the user terminal 300 by voice. As a result, the inquiry reception system 10 can appropriately notify the target business of the user's call frequency, etc. before the target business makes a call to the user, thereby realizing an improvement in user satisfaction by the target business.

[0076] <3> Further, the provision information generating unit 160 (generating unit) in the inquiry reception system 10 generates second history information indicating a history of past calls made by the user from the user telephone number to telephone numbers of other operators that are different from the target operator (predetermined operator) based on the history database D114, and the notification connecting unit 170 notifies the target operator (predetermined operator) of the summary information, the target operator's history information (first history information) and the other operator's history information (second history information) by at least one of voice and text information based on the operator database D111, and connects the call to the target operator (predetermined operator) so that the target operator (predetermined operator) can communicate with the user terminal 300 by voice. As a result, the inquiry reception system 10 can notify the target operator of the contents that take into consideration the user's inquiry situation to other operators before the target operator makes a call with the user, thereby realizing the target operator's improvement in user satisfaction.

[0077] <4> Furthermore, the information generation unit 160 (generation unit) in the inquiry reception system 10 generates the second history information by eliminating content that can identify other carriers. This allows the inquiry reception system 10 to properly notify the target carrier of the user's preferences, etc., before the target carrier makes a call with the user, thereby enabling the target carrier to improve the user's satisfaction.

[0078] <5> Furthermore, when it is determined that the frequency of use of the services of the target business (predetermined business) by the user in a predetermined period exceeds a predetermined threshold based on the history related to the target business (predetermined business) in the history database D114, the information generation unit 160 (generation unit) in the inquiry reception system 10 generates first history information including information indicating that the user frequently uses the services of the target business (predetermined business). This enables the target business to respond appropriately to the user according to the user's characteristics, such as whether the user is a regular customer or a complainer, before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction.

[0079] <6> Furthermore, the information generation unit 160 (generation unit) in the inquiry reception system 10 generates first history information including the number of times the user has made past calls from the user telephone number to telephone numbers related to the target business (predetermined business), which is specified based on the history database D114. This allows the inquiry reception system 10 to properly notify the target business of the user's usage status, etc., before the target business makes a call with the user, thereby enabling the target business to improve user satisfaction.

[0080] <7> Further, the information to be provided generating unit 160 (generating unit) in the inquiry reception system 10 generates first history information including contents related to summaries included in the history of past calls of the user to a target business (a specified business) identified based on the history database D114. This enables the inquiry reception system 10 to appropriately notify the target business of the user's preferences, etc., before the target business makes a call with the user, thereby enabling the target business to improve the user's satisfaction.

[0081] <8> The inquiry reception system 10 further includes a reservation determination unit 180 that determines whether or not the user can reserve a service provided by the target business (predetermined business) under the reservation conditions of the user specified based on the response information based on a reservation database that stores the reservation status of the service provided by the target business (predetermined business), and a reservation execution unit 190 that executes a reservation of the service provided by the target business (predetermined business) under the reservation conditions of the user when the reservation determination unit 180 determines that the reservation is possible. When the reservation execution unit 190 executes the reservation, the notification connection unit 170 notifies the target business (predetermined business) of text information indicating the reservation conditions of the user by email when the reservation execution unit 190 executes the reservation, and when the reservation determination unit 180 determines that the reservation is impossible, the notification connection unit 170 notifies the target business (predetermined business) of summary information by at least one of voice and text information based on the business database D111, and connects a call to the target business (predetermined business) so that the target business (predetermined business) can communicate with the user terminal 300 by voice. As a result, when the inquiry reception system 10a determines that the reservation is possible, the target business does not have to make a call with the user, thereby reducing the work burden on the user.

[0082] <9> The inquiry reception system 10 further includes a reservation determination unit 180 that determines whether or not the user can reserve a service provided by the target business (predetermined business) under the user's reservation conditions specified based on the response information, based on a business database D111 (reservation database) that stores the reservation status of a service provided by the target business (predetermined business), and the provided information generation unit 160 (generation unit) generates summary information including information indicating that the user can make a reservation when the reservation determination unit 180 determines that the reservation is possible. As a result, when it is determined that the reservation is possible, the inquiry reception system 10a can reduce the work burden on the user by eliminating the need for the target business to make a call with the user.

[0083] The above-described embodiments are intended to facilitate understanding of the present invention, and are not intended to limit the present invention. The elements of the embodiments, as well as their arrangements, materials, conditions, shapes, sizes, etc., are not limited to those illustrated, and can be changed as appropriate. In addition, configurations shown in different embodiments can be partially substituted or combined with each other. [Explanation of symbols]

[0084] 10... inquiry reception system, 100... reception device, 110... storage unit, 120... reception unit, 130... question information output unit, 140... response unit, 150... answer information acquisition unit, 160... provision information generation unit, 170... notification connection unit, 180... reservation determination unit, 190... reservation execution unit, 200... business operator device, 300... user terminal

Claims

1. A reception unit that receives a call from a user telephone number, which is a telephone number of a user's user terminal, to an inquiry telephone number for making an inquiry to a predetermined business operator; A question information output unit that outputs question information indicating a question regarding the predetermined business operator by voice to the user terminal in the communication by the call; An answer information acquisition unit that acquires answer information indicating an answer content of the user to the question information from the user terminal in the communication by the call; a generation unit that generates summary information indicating a summary of the answer content based on text information indicated by the answer information; notifying the predetermined business operator of the summary information by at least one of voice and text information based on a business operator database that stores the inquiry telephone number and the contact information of the predetermined business operator in association with each other; A notification and connection unit that connects the call to the predetermined carrier so that the predetermined carrier can communicate with the user terminal by voice; An information processing system comprising:

2. The generation unit generates first history information indicating a history of past calls made by the user to an inquiry telephone number for making an inquiry to a specific business from the user telephone number based on a history database that associates and stores information about the user telephone number and a history of past calls made to an inquiry telephone number for making an inquiry to a business from the user telephone number, The notification connection unit notifies the predetermined carrier of the summary information and the first history information by at least one of voice and text information based on the carrier database, and connects the call to the predetermined carrier so that the predetermined carrier can communicate with the user terminal by voice. The information processing system according to claim 1 .

3. The generation unit generates second history information indicating a history of past calls made by the user from the user telephone number to telephone numbers of other carriers that are different from the specified carrier, based on the history database; The notification connection unit notifies the predetermined carrier of the summary information, the first history information, and the second history information by at least one of voice and text information based on the carrier database, and connects the call to the predetermined carrier so that the predetermined carrier can communicate with the user terminal by voice. The information processing system according to claim 2 .

4. the generation unit generates the second history information by excluding content that can identify the other business operator. The information processing system according to claim 3 .

5. the generation unit generates the first history information including information indicating that the user frequently uses services of the specified business operator when it is determined that the frequency of use of the user's services of the specified business operator in a specified period of time exceeds a specified threshold based on the history related to the specified business operator in the history database. The information processing system according to claim 2 .

6. The generation unit generates the first history information, the first history information including the number of times the user has made calls from the user telephone number to telephone numbers related to the specified business operator in the past, the number being specified based on the history database. The information processing system according to claim 2 .

7. The generation unit generates the first history information including content related to the summary included in a history of past calls of the user to the specified carrier, the history information being identified based on the history database. The information processing system according to claim 2 .

8. a reservation determination unit that determines whether or not the user is able to reserve a service provided by the specified business operator under the reservation conditions of the user specified on the basis of the response information, based on a reservation database that stores reservation statuses of services provided by the specified business operator; a reservation execution unit that executes a reservation for a service provided by the predetermined business operator under the reservation conditions of the user when the reservation determination unit determines that the reservation is possible; Further equipped with The notification connection unit is When the reservation is made by the reservation making unit, text information indicating the reservation conditions of the user is sent to the predetermined business by email; If the reservation determination unit determines that the reservation is impossible, the summary information is notified to the specified business operator by at least one of voice and text information based on the business operator database, and the call is connected to the specified business operator so that the specified business operator can communicate with the user terminal by voice. The information processing system according to claim 1 .

9. a reservation determination unit that determines whether or not the user is able to reserve a service provided by the specified business operator under the reservation conditions of the user specified based on the response information, based on a reservation database that stores reservation statuses of services provided by the specified business operator; the generation unit generates the summary information including information indicating that the user is able to make a reservation when the reservation determination unit determines that the reservation is possible. The information processing system according to claim 1 .

10. The computer Accepting a call from a user telephone number, which is a telephone number of a user terminal of a user, to an inquiry telephone number for making an inquiry to a predetermined business; In the communication by the call, question information indicating a question regarding the predetermined business is output to the user terminal by voice; In the communication by the call, answer information indicating the content of the answer of the user to the question information is acquired from the user terminal; generating summary information indicating a summary of the content of the answer based on text information indicated by the answer information; notifying the predetermined business operator of the summary information by at least one of voice and text information based on a business operator database that stores the inquiry telephone number and the contact information of the predetermined business operator in association with each other; connecting the call to the predetermined carrier so that the predetermined carrier can communicate with the user terminal by voice; An information processing method for performing the above.

11. On the computer, Accepting a call from a user telephone number, which is a telephone number of a user terminal of a user, to an inquiry telephone number for making an inquiry to a predetermined business; In the communication by the call, question information indicating a question regarding the predetermined business is output to the user terminal by voice; In the communication by the call, answer information indicating the content of the answer of the user to the question information is acquired from the user terminal; generating summary information indicating a summary of the content of the answer based on text information indicated by the answer information; notifying the predetermined business operator of the summary information by at least one of voice and text information based on a business operator database that stores the inquiry telephone number and the contact information of the predetermined business operator in association with each other; connecting the call to the predetermined carrier so that the predetermined carrier can communicate with the user terminal by voice; A program that executes the following.

Images