Information processing method, information processing device, information processing program and recording medium

Abstract

To provide an information processing method contributing to users not being bound to a prescribed application when an event occurs that does not satisfy an inquiry request by a chat using the prescribed application on a terminal device.SOLUTION: An information processing method in an information processing system 1 including an information processing server 10 connectable to a terminal device 200 via a communication network 400, the information processing method including: causing the information processing server 10 to receive an inquiry request to an operator by a chat using a first application from the terminal device 200 operated by a user; and when a prescribed event occurs that does not satisfy the inquiry request, using prescribed contact information of the user stored in a storage device 300 to transmit prescribed notification receivable using a second application different from the first application, to the communication network 400.SELECTED DRAWING: Figure 1

Description

[Technical field]

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

[0002] A method for managing waiting calls generated in response to inquiries from customers has been developed. For example, there is a contact center operation support system for supporting the operation of a contact center that handles customers, which includes an operation information acquisition means for notifying information on the connection state of a communication terminal and performing various controls, an IP-PBX server that receives customer attributes from the communication terminal and communicates with the operation information acquisition means and notifies a PC terminal device of the reception before connecting to an operator terminal, a customer information acquisition means for acquiring customer information based on information about the customer notified from the IP-PBX server, a waiting call registration means for creating and registering a list of waiting calls based on information about the customer from the IP-PBX server, the customer information acquired by the customer information acquisition means, and connection information with the communication terminal notified by the operation information acquisition means, and a contact center operation support system that displays the list of waiting calls on a display screen of the PC terminal device by the waiting call registration means (for example, see Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2017-59992 A Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the technology of Patent Document 1 mentioned above (hereinafter, referred to as the prior art), although it is possible to manage information on a list of waiting calls, there is room for improvement in terms of solving the problem of not satisfying inquiry requests via chat, including waiting calls, by sending and receiving information between a server and a terminal device.

[0005] An object of the present invention is to provide an information processing method, an information processing device, an information processing program, and a recording medium that contribute to not binding a user to a specified application when an event occurs in which a chat inquiry request using the specified application on a terminal device is not satisfied. [Means for solving the problem]

[0006] An information processing method according to one embodiment of the present invention is an information processing method in an information processing system including an information processing server connectable to a terminal device via a communication network, the information processing server receiving a chat inquiry request to an operator using a first application from a first terminal device operated by a user, and when the inquiry request is for a new waiting call and a predetermined condition for canceling the waiting call is satisfied, using predetermined contact information of the user stored in a storage device, sending a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network.

[0007] An information processing device according to one embodiment of the present invention is configured to include a communication unit capable of communicating with a terminal device via a communication network, and a control unit that receives a chat inquiry request to an operator using a first application from a first terminal device operated by a user, and when the inquiry request is for a new waiting call and a predetermined condition for canceling the waiting call is satisfied, uses predetermined contact information of the user stored in a storage device to send a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network.

[0008] An information processing program according to one embodiment of the present invention causes a computer to execute a communication process capable of communicating with a terminal device via a communication network, and a control process for receiving a chat inquiry request to an operator using a first application from a first terminal device operated by a user, and when the inquiry request is for a new waiting call and a predetermined condition for canceling the waiting call is satisfied, using predetermined contact information of the user stored in a storage device, sending a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network.

[0009] A recording medium according to one embodiment of the present invention records an information processing program that causes a computer to execute a communication process capable of communicating with a terminal device via a communication network, and a control process that receives a chat inquiry request to an operator using a first application from a first terminal device operated by a user, and when the inquiry request is for a new waiting call and a predetermined condition for canceling the waiting call is satisfied, uses predetermined contact information of the user stored in a storage device to send a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network. Effect of the Invention

[0010] According to the present invention, when an event occurs in which an inquiry request by chat using a specific application on a terminal device is not satisfied, the present invention can contribute to not binding a user to the specific application. [Brief description of the drawings]

[0011] [Figure 1] FIG. 1 is a block diagram showing an example of a functional configuration of an information processing system and an information processing server according to a first embodiment. [Diagram 2] FIG. 1 is a block diagram showing another example of the functional configuration of the information processing system and the information processing server according to the first embodiment. [Diagram 3] FIG. 1 is a block diagram showing an example of a functional configuration of a terminal device according to a first embodiment. [Figure 4] FIG. 1 is a flow diagram showing an example of an operation flow of an information processing server according to the first embodiment. [Diagram 5] FIG. 1 is a sequence diagram showing an example of a procedure for transmitting and receiving information between an information processing server and a terminal device according to the first embodiment and for processing information. [Figure 6] FIG. 13 is a diagram showing an example of a display screen and screen transitions of an application that allows a chat request. [Figure 7] 13A and 13B are diagrams showing other examples of display screens and screen transitions for which a predetermined notification can be requested; [Figure 8] FIG. 13 is a diagram showing an example of table information that associates user IDs with user information. [Figure 9] FIG. 13 is a diagram showing an example of a concept of receiving a notification in a terminal device other than the first terminal device; [Figure 10] FIG. 11 is a sequence diagram showing an example of a procedure for transmitting and receiving information between an information processing server and a terminal device and for processing information in the first modification example. [Figure 11] FIG. 13 is a diagram showing an example of table information associating inquiry contents with return channels. [Figure 12] A diagram showing an example of the hardware configuration of a computer that realizes the functions of each unit by a program. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0012] (How one aspect of the present invention was invented)

[0013] Although the conventional technology can manage the information of the waiting call list, there is room for improvement in solving one of the problems caused by the waiting call state, that is, the time constraint of the user. For example, in a case where an operator can inquire through chat on a specific web page displayed on a terminal device, when a chat is requested from a user, the number of users that the operator can respond to is limited. In such a case, when a chat request from a user is processed as a new waiting call, the conventional technology has a problem that the user has to gaze at the terminal device and is bound to the application that operated the chat request until the waiting call state is resolved.

[0014] In addition, when a chat request is initiated by a user, if the chat is disconnected for reasons unintended by the user, such as a malfunction of the system including the application for making the chat request, or a problem with the signal strength, the user is left in a state where the chat request is unfulfilled and is tied to the application that operated the chat request.

[0015] Therefore, the inventor of the present invention found a need to enable a user to perform any operation using, for example, another terminal device or another application without being constrained to an application related to chat on a terminal device, even when an event occurs in which an inquiry request by chat is not satisfied, such as when a chat request is processed as a new waiting call or when a chat request is disconnected for a reason unintended by the user.The inventor then came up with an information processing method that contributes to not constraining a user to a predetermined application on a terminal device when an event occurs in which an inquiry request by chat using the predetermined application is not satisfied, and came to invent one aspect of the present invention.

[0016] In this disclosure, the terms are defined as follows.

[0017] (This Service) The information provision service provided by the information processing server in the present disclosure is referred to as the present service. For example, when a chat request using a predetermined application is processed as a waiting call, or when a chat request using a predetermined application is disconnected for a reason unintended by the user, the present service may enable a user to receive a predetermined notification related to, for example, chat start or chat restart using an application other than the predetermined application.

[0018] (user) A user of the Service is referred to as a "User." Specifically, a user may be, for example, a person who receives the Service on a website related to the Service or on application software related to the Service. A user who is registered as a user of the Service may be a natural person or an organization such as a corporation. If the user is a corporation, the term "user" in this disclosure may be read as an employee or person in charge of the corporation.

[0019] (USER ID) The user ID is information for uniquely identifying each user in the service. The user ID may be, for example, a character string composed of at least one of letters and symbols. The user ID may be information provided by an information processing server when the service is provided, unique information that can be set by the user, or information that the user has selected to use in the service a user ID that is used in a service other than the service. The timing at which the user ID is issued to the user is arbitrary and does not limit the scope of the present disclosure. The user ID may be referred to as the user's identification information. The above content of the user ID is an example, and the scope of the present disclosure is not limited by the specific content.

[0020] (Operator) An operator in the present disclosure may be a respondent who responds to inquiries from users using chat in the present service. An operator may be a natural person. An operator may mean a single respondent, or may be a collective term for multiple respondents. Note that the function of an operator using a predetermined program or artificial intelligence may be referred to as a program operator or an artificial intelligence operator in the present disclosure.

[0021] (Administrator) The administrator may be a person who manages or operates the information processing server used in the Service. The administrator may be a provider of the Service. The administrator may be, for example, a natural person or a legal entity that manages and operates the information processing server to provide the Service to users. The administrator may be composed of one or more persons. The administrator may be referred to as a controlling administrator.

[0022] The definitions of terms used in the present disclosure have been described above. When a special meaning is given to a defined term, it may be further defined in the description of the embodiments.

[0023] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. In the embodiments, components having the same functions are given the same reference numerals, and duplicated descriptions will be omitted. The embodiment described below shows one specific example of the present disclosure. The configurations shown in the embodiments, the processes or the order of processes in the flow charts, etc. are merely examples, and do not limit the technology of the present disclosure.

[0024] (Embodiment 1) The configurations of an information processing system 1 and an information processing device 100 according to the present embodiment will be described with reference to Fig. 1 and Fig. 2. Fig. 1 is a block diagram showing an example of the functional configuration of the information processing system and the information processing server according to the first embodiment. Fig. 2 is a block diagram showing another example of the functional configuration of the information processing system and the information processing server according to the first embodiment. Fig. 3 is a block diagram showing an example of the functional configuration of a terminal device according to the first embodiment.

[0025] Hereinafter, with reference to FIG. 1 to FIG. 3, configuration examples of the information processing system 1, the information processing server 10, and the information processing device 100 according to the present embodiment will be described.

[0026] 1, the information processing system 1 includes an information processing device 100, a terminal device 200, and a storage device 300. In FIG.

[0027] 1, the information processing device 100 and the information processing server 10 can be read as interchangeable. In FIG. 1, the information processing server 10 is described as including the information processing device 100 but not including the storage device 300, but as shown in FIG. 2, the information processing server 10 may be configured to include the information processing device 100 and the storage device 300.

[0028] In the following description, the information processing server 10 includes both the system configuration shown in Fig. 1 and the system configuration shown in Fig. 2. In other words, whether or not the information processing server 10 includes the storage device 300 does not limit the scope of the present disclosure. Note that the communication unit 101 and the storage device 300 may be connected to each other via a communication network 400.

[0029] As described below, the information processing server 10 may be a computer or a recording medium having a function of providing the present service by sending a predetermined notification to a user when a predetermined event occurs that does not satisfy a chat inquiry request received from the terminal device 200 via the communication network 400. The information processing server 10 may be realized, for example, by a combination of a general-purpose computer and software that performs each operation described in this embodiment.

[0030] The predetermined event may be, as described below, an event in which a chat inquiry request is determined to be a new waiting call and a chat cannot be started, or an event in which, when a chat is started, the chat is determined to have been disconnected for a reason unintended by the user and the chat does not end, etc. In the present disclosure, a chat inquiry request and a chat request may be interchangeable.

[0031] In the first embodiment, the case where the specified event is an event where the information processing server 10 determines that the chat request is a new waiting call is mainly described as an example, and the case where the specified event is an event where the information processing server 10 determines that the started chat has been disconnected when a chat has been started will be described in a modified example described later, but the contents of the first embodiment may also be applicable to the case where the specified event is an event where the information processing server 10 determines that the started chat has been disconnected when a chat has been started.

[0032] 1 and 2, a plurality of terminal devices 200 may be connected to the information processing server 10 via a communication network 400. For example, one user may receive the service using a plurality of terminal devices, or a plurality of users may receive the service simultaneously.

[0033] In addition, there may be a plurality of information processing servers 10 and storage devices 300 shown in Fig. 1, and a plurality of information processing servers 10 shown in Fig. 2. In such a case, a plurality of functions may be distributed to a plurality of servers and a plurality of devices. In addition, the storage device 300 may be called a storage server 300.

[0034] In addition, a part of one or more servers constituting the information processing server 10 and the storage device 300 may be installed in a second country different from the first country where the service is implemented. The address or residence of the administrator may be the first country or one or more countries other than the first country. In the present disclosure, for example, an administrator using the information processing server 10 installed in the second country to implement the information processing method related to the service in the first country may be considered as an implementation act in the first country. Using the information processing server 10 installed in the second country means that the first information is transmitted from the terminal device 200 used in the first country to the information processing server 10 and the second information is received from the information processing server 10, and both the transmission of the first information and the reception of the second information are implementation acts in the first country.

[0035] 1 and 2, the information processing device 100 includes a communication unit 101 and a control unit 102. The communication unit 101 and the control unit 102 are connected to each other by wire or wirelessly. As shown in Fig. 3, the terminal device 200 may include a display medium 201, an input unit 202, a communication unit 203, a memory 204, and a control unit 205. Each element included in the terminal device 200 may be connected to some or all of the other elements by wire or wirelessly based on design specifications.

[0036] The terminal device 200 may be an information device having at least one of the following functions: a function to launch a first application that enables initiation of a chat with an operator related to the present service; a function to send a chat request to the information processing server 10 using the first application; and a function to receive a predetermined notification from the information processing server using a second application different from the first application.

[0037] For example, one terminal device 200 may have all of the functions of starting a first application, sending a chat request, and receiving a predetermined notification using a second application. Also, as described below, among the multiple terminal devices 200, a first terminal device 200a may have the function of starting a first application and the function of sending a chat request, and a second terminal device 200b may have the function of receiving a predetermined notification using the second application.

[0038] The terminal device 200 may be, for example, a smartphone, a tablet terminal, a PC (Personal Computer), a wearable terminal such as a wristwatch type or glasses type, or a dedicated terminal.

[0039] The display medium 201 may be, for example, a two-dimensional display, or a three-dimensional display in virtual reality, mixed reality, etc. The two-dimensional display may be a liquid crystal display, an organic EL display, etc. The type of display does not limit the scope of the present disclosure.

[0040] The input unit 202 may have a function of accepting input from a user and selecting the content to be displayed on the display medium 201, and a function of inputting or editing characters.

[0041] The input unit 202 may be, for example, at least one of a keyboard, a mouse, a hardware button, a touch operation using a touch panel, a stylus pen using a touch panel, an input based on detection of a user's line of sight, and a voice input. The keyboard may be an externally connected physical keyboard, or a software keyboard on a touch panel. In the case where the display medium 201 is a three-dimensional display in virtual reality, mixed reality, or the like, information input or information selection may be based on a dedicated controller, a user's gesture, or the like.

[0042] The communication unit 203 may be connected to the communication unit 101 via a communication network 400 and may have a function of receiving a signal or information from the information processing server 10. The communication unit 203 may be, for example, a communication module including an antenna for wireless communication, or may be a communication module for wired communication.

[0043] The memory 204 may have a function of storing information received by the communication unit 203 from the information processing server 10. When the communication unit 203 receives various application software described below, the memory 204 may store various application software. In the following description, the terminal device 200 may store various information received from the information processing server 10 in the memory 204. The memory 204 may have a function of temporarily storing various information, a function of non-temporarily storing various information unless an operation for deleting information is performed using the input unit 202, or a combination of these functions.

[0044] The control unit 205 performs various controls in the terminal device 200. For example, the control unit 205 may cause the memory 204 to store information received by the communication unit 203 from the information processing server 10. The control unit 205 may cause the input unit 202 to receive an input by a user.

[0045] The control unit 205 may also have a function of displaying predetermined information on the display medium 201 based on, for example, information received from the information processing server 10, or instructions from various applications or the information processing server 10. The function of the control unit 205 to display various information on the display medium 201 is a known technique, and therefore a detailed description thereof will be omitted.

[0046] The control unit 205 may be, for example, a control circuitry that controls each unit by an electric signal. Specifically, the control unit 205 may be configured by an integrated circuit such as a field programmable gate array (FPGA). The control unit 205 may also be realized by, for example, a central processing unit (CPU) or a micro processing unit (MPU).

[0047] In the above description, each element of the terminal device 200, such as the display medium 201, has been described as being built into the terminal device 200. However, each element may be attached externally to the terminal device 200.

[0048] 1 and 2, the storage device 300 may store, for example, information about a user, information about a plurality of questions, etc. The information about a user may be, for example, information about a user ID, information about one or more contact points of the user, and attribute information of the user, etc. The storage device 300 may store table information for managing information about users, as described later.

[0049] The storage device 300 may store various application software. The various application software may be, for example, a service provided by the information processing server 10 that is executed in a standalone manner in the terminal device 200 in response to a user request. The various application software may also be, for example, source code such as HTML, CSS, JavaScript (registered trademark), etc. that is loaded and operated in a web browser installed in a client PC. The storage device 300 may also include one or more databases.

[0050] In the present disclosure, the structure or model of the database may be a relational database that manages data by a predetermined table, or may be a non-relational database (NoSQL: Not only SQL). In such a case, the database may be a distributed ledger.

[0051] 1 and 2, the communication network 400 may be a network configured by electric communication lines. The communication network 400 may be a wired communication network or a wireless communication network. The communication network 400 may be, for example, the Internet, a dedicated line, a LAN (Local Area Network), or the like.

[0052] 1 and 2, in the information processing device 100, the communication unit 101 may have a function of communicating with the terminal device 200 via the communication network 400. Specifically, the communication unit 101 may be connected to the communication unit 203 in the terminal device 200 via the communication network 400 and may have a function of transmitting and receiving information.

[0053] The communication unit 101 may have a function of transmitting and receiving information to and from the storage device 300. The communication unit 101 and the storage device 300 may be connected to each other via a wired network or a wireless network. The communication unit 101 may be, for example, a communication module including an antenna for wireless communication, or may be a communication module for wired communication. The form, standard, and other specifications of the network connecting the communication unit 101 and the storage device 300 do not limit the scope of the present disclosure.

[0054] The control unit 102 may have a function of receiving a chat inquiry request to an operator using a first application from a first terminal device 200a operated by a user, and when a specified event occurs that does not satisfy the inquiry request, sending a specified notification that can be received using a second application different from the first application to the communication network 400 using specified contact information of the user stored in the storage device 300.

[0055] The control unit 102 may be a control circuit that controls each unit by an electric signal. Specifically, the control unit 102 may be configured by an integrated circuit such as an FPGA. The control unit 102 may also be realized by a CPU or an MPU. Details of the functions of the control unit 102 will be described later.

[0056] Above, with reference to FIGS. 1 to 3, configuration examples of the information processing system 1, the information processing server 10, and the information processing device 100 according to the present embodiment have been described.

[0057] The information processing server 10 of this embodiment contributes to preventing a user from being restricted to a specific application when an event occurs in which a chat inquiry request using a specific application on a terminal device is not satisfied in the above-mentioned configuration example of the information processing system 1.

[0058] The technical effect is achieved by the basic operation of the information processing server 10 according to the present embodiment. Fig. 4 is a flow diagram showing an example of the flow of the operation of the information processing server 10 according to embodiment 1. Hereinafter, the basic operation of the information processing server 10 will be described with reference to Fig. 4.

[0059] Note that each flow diagram described below merely illustrates, as an example, steps necessary to explain the processing procedure of the basic operations of the information processing server 10. As long as the functions of the embodiment of the present invention are exercised, this does not preclude appropriate insertion of steps related to the processing of other operations between the steps of each flow diagram, as described below.

[0060] Furthermore, when a system for providing this service is constructed, the user interface generally executes a program in an event-driven manner, but for the sake of convenience, the flow diagram in this embodiment is not necessarily described based on an event-driven flow diagram. Generally, an event is generated by the terminal device 200, but may be generated by the information processing server 10. Event processing may be performed by the terminal device 200, or may be performed by the information processing server 10. In other words, the subject of event generation or event processing does not limit the present invention.

[0061] The description of the flow diagrams above may be applied to the flow diagrams described below.

[0062] 4, the information processing server 10 may determine whether or not a chat inquiry request using a first application to an operator has been received from a first terminal device operated by a user (step S401). The first terminal device 200a may be, for example, a PC. The first application may be, for example, a Web browser. Details will be described later. In this case, the information processing server 10 may wait until a chat request is received (step S401: NO).

[0063] On the other hand, when the information processing server 10 receives a request for a chat using the first application from the first terminal device 200a (step S401: YES), it may determine whether or not a predetermined event that does not satisfy the inquiry request has occurred (step S402). If the predetermined event has not occurred and, for example, the chat request is not processed as a new waiting call (step S402: NO), the information processing server 10 may execute a predetermined information process for starting a chat between the user and an operator (step S405). Note that the information process for starting a chat is a known technique, and therefore a detailed description thereof will be omitted.

[0064] On the other hand, when a specified event occurs that does not satisfy the inquiry request, such as an event in which the chat request is determined to be a new waiting call (step S402: YES), the information processing server 10 may use specified contact information of the user stored in the storage device 300 to send a specified notification that can be received using a second application different from the first application to the communication network 400 (step S403).

[0065] The contact information may be, for example, a telephone number. The contact information is used to notify a predetermined notification to a user who has made a chat inquiry request. The contact information may be arbitrarily registered on the display medium 201 of the first terminal device 200a when, for example, the chat request is determined to be a new waiting call.

[0066] In addition, in the present disclosure, when contact information is registered at a predetermined timing, a publicly known personal authentication technology using a confirmation code may be applied.

[0067] The predetermined notification may be a notification indicating that a chat inquiry can be started or resumed. Specifically, when the predetermined event is an event in which a chat request is determined to be a new waiting call, the predetermined notification may be, for example, a notification to inform the user that the waiting call has been resolved. Also, when the predetermined event is an event in which a chat connection is determined to be disconnected, the predetermined notification may be, for example, a notification including URL information for enabling the disconnected chat to be resumed.

[0068] As described later, when the predetermined event is an event in which the inquiry request is determined to be a new waiting call, a process of determining whether or not a predetermined condition for canceling a waiting call is satisfied may be inserted between steps S402 and S403. In this case, when the predetermined condition for canceling a waiting call is satisfied, the process may proceed to step S403. As described later, the predetermined condition for canceling a waiting call may be a condition related to the number of waiting calls or a condition related to an estimated time until the call is canceled. The contents of the predetermined condition may be arbitrarily set by the administrator.

[0069] Then, in response to the cancellation of the waiting call, the information processing server 10 may transmit a predetermined notification that can be received using a second application such as SMS (Short Message Service) to a destination indicated by the user's contact information. In this case, the user can receive the notification of the cancellation of the waiting call by the second application, and therefore there is no need to keep the first application, that is, the web browser, running or to pay attention to the web browser. Furthermore, if the second application is installed on a second terminal device 200b, such as a smartphone, different from the PC that is the first terminal device 200a, the user will not be tied down in time or physically until the cancellation of the waiting call.

[0070] Next, the information processing server 10 may determine whether or not a chat start request has been received from a user who has received the predetermined notification using any terminal device (step S404). The information processing server 10 may wait until the chat start request is received (step S404: NO). On the other hand, when the information processing server 10 receives the chat start request (step S404: YES), it may execute chat start processing as described above (step S405).

[0071] The basic operation flow of the information processing server 10 has been described above with reference to Fig. 4. In this manner, the information processing method using the information processing server 10 may be carried out, whereby the service may be provided to the user as described above.

[0072] The information processing method may be implemented based on a program installed in the information processing server 10. In other words, the information processing method may be implemented by a program installed based on the intention of the administrator of the information processing server 10 without the need for occasional instructions from the administrator, which may be synonymous with implementation by the administrator.

[0073] This service may be provided to a user when application software related to this service is installed in the terminal device 200 and the application software is started on the terminal device 200. For example, this service may be provided when a web browser is started on the first terminal device 200a. This service may also be provided when a call waiting application is started on the web browser. In this disclosure, the application software may simply be referred to as an application.

[0074] This service only requires that, when an inquiry request is received from a user via chat using a first application using the information processing server 10, a specified notification that can be received using a second application is sent to the user when a specified event occurs that does not satisfy the inquiry request, and the manner in which the service is provided does not limit the scope of this disclosure.

[0075] For example, the information processing server 10 may transmit an application that operates standalone without using a Web browser to the terminal device 200, and the service may be provided using the downloaded application. In addition, when the service is realized starting from the start of an application related to the service installed in the terminal device 200 such as a smartphone, the application may be downloaded in advance to the terminal device 200 via the communication network 400 from a predetermined application distribution system (not shown). The predetermined application distribution system may be, for example, a system that provides one or a plurality of applications to the terminal device 200. The application may mean an information processing program.

[0076] The basic services provided by carrying out the information processing method according to the present disclosure have been outlined above with reference to FIG.

[0077] Fig. 5 is a sequence diagram showing an example of a procedure of information transmission / reception and information processing between the information processing server and the terminal device according to the first embodiment. Specifically, Fig. 5 shows an example of a procedure of information transmission / reception and information processing between the information processing server 10 and the terminal device 200 in a case where the predetermined event is an event in which the information processing server 10 has determined that an inquiry request using chat is a new waiting call. Hereinafter, an example of information transmission / reception between each element included in the information processing system 1 and information processing performed in each element in implementing the information processing method will be described with reference to Fig. 5 and the like.

[0078] In the following description, for example, the display of specific information on the display medium 201 by various programs transmitted from the information processing server 10 to the terminal device 200 and then stored in the memory 204 may be the same as the information processing server 10 directly or indirectly controlling the display of the specific information.

[0079] That is, in the embodiment of the present invention, the control by various programs provided from the information processing server 10 to the terminal device 200 and the control by the information processing server 10 may be referred to as the control by the information processing server 10, etc. Even if it is simply referred to as the control by the information processing server 10, it may be interpreted to have the same meaning as the control by the information processing server 10, etc.

[0080] In FIG. 5, for example, the first terminal device 200a operated by a user may transmit information indicating an inquiry request to an operator by chat using a first application to the information processing server 10 (step S501).

[0081] The first terminal device 200a may be, for example, a PC, a tablet, etc. The first application may be, for example, a Web browser, or a call waiting application superimposed on the Web browser. The information indicating the chat request may be, for example, information or a signal transmitted from the communication unit 203 in response to a display screen displayed using an application such as a Web browser being displayed on the display medium 201 of the first terminal device 200a and a selection button for starting a chat being selected using the input unit 202.

[0082] The above specific example of the first application is merely an example, and the first application may be any application that can request a chat with an operator. For example, the first terminal device 200a may be a tablet terminal, and the first application may be a predetermined application installed on the tablet terminal. The scope of the present disclosure is not limited by the specific content of the first application.

[0083] 6A and 6B are diagrams showing an example of a display screen and a screen transition of an application that allows a chat request. In FIG. 6A, a display screen 61 for starting a chat may be displayed as a banner on a predetermined web page 60 displayed using a web browser on the display medium 201 of the terminal device 200. The display screen 61 may include a selectable button 62 for starting a chat with an operator. The display screen 61 may enable a user to inquire of an operator by chat when the user does not understand how to operate the web page 60 or the contents of the web page 60.

[0084] In this disclosure, a page may mean a range that can be displayed by scrolling on a website related to the service. Even when simply referred to as a page, the page may be one or multiple pages. Transition between multiple pages may be performed based on a predetermined operation.

[0085] In FIG. 6(a), when the user selects the button 62 using the input unit 202, information or a signal indicating a request for chatting with an operator may be transmitted from the communication unit 203 of the first terminal device 200a to the information processing server 10.

[0086] In the present disclosure, when the button 62 for requesting a chat is selected, a request for chatting with an operator is sent to the information processing server 10. For example, In response to the selection of the button 62, a chat with a program operator or an artificial intelligence operator is started, and when the user's understanding is not sufficient even through the chat with the program operator, etc., a chat request with an operator may be sent to the information processing server 10 via a predetermined operation. When a chat is requested, the scope of the present disclosure is not limited by whether or not the predetermined operation is included before the chat with the operator.

[0087] Returning to FIG. 5, when the information processing server 10 receives a chat inquiry request to an operator using a first application from the first terminal device 200a operated by a user, the information processing server 10 may determine whether the request is for a new waiting call (step S502).

[0088] Specifically, the information processing server 10 may manage information on the total number of agents, information on the number of agents currently handling chat requests, and information on the number of agents available to handle new chat requests, using the storage device 300. In this case, when a new chat request is received from the first terminal device 200a, it may determine whether the chat request is a new waiting call based on the information on the number of agents available to handle the new chat request.

[0089] Next, when the information processing server 10 determines that the chat request from the user is a new waiting call, the information processing server 10 may store the chat request as a new waiting call in the storage device 300 (step S503). Specifically, for example, the information processing server 10 may use table information for managing waiting calls stored in the storage device 300 to manage the waiting calls so that the waiting calls are resolved in the order of arrival of the chat requests. The technology for managing waiting calls is well known, and therefore a detailed description thereof will be omitted.

[0090] The information processing server 10 may store the chat request as a new waiting call in the storage device 300 and may also display information indicating that the chat request from the user is in a waiting call state on the display medium 201 of the first terminal device 200a. In this case, the information processing server 10 may further inquire of the user whether or not to receive a predetermined notification indicating that the waiting call has been cleared when the waiting call is cleared (step S504).

[0091] Fig. 6(b) shows a display screen 63a to which the display screen 61 transitions when the chat request button 62 is selected in Fig. 6(a) and the chat request is determined to be a new waiting call. For example, the waiting time until chatting starts and the number of people waiting may be displayed on the display screen 63a. Also, as described above, the display screen 63a may display a selectable button 64 for requesting to receive a predetermined notification when the condition for canceling the waiting call is met.

[0092] The predetermined notification may be information or a signal for notifying the user that chat can be started when the information processing server 10 determines that a predetermined condition for canceling a waiting call is satisfied. As will be described later, the predetermined notification can be received using a second application different from the first application, and the notification destination is contact information set by the user.

[0093] The second application may be, for example, a short message application, a predetermined chat application, email software, or an application having a function of notifying a user of the arrival of a predetermined notification on the terminal device 200 when the predetermined notification is received. The contact information may be, for example, electronic contact information such as a phone number, an application ID, an email address, or an account that can receive information using the second application.

[0094] For example, when a short message application is set as the second application capable of receiving a predetermined notification, the contact information may be a telephone number, an email address, etc. When a predetermined chat application is set as the second application, the contact information may be an ID, an account, etc. corresponding to the predetermined application. The type of contact information may be determined according to the contents of the second application. The type of the second application may be arbitrarily set by, for example, an administrator.

[0095] In Fig. 6(b), when button 64 is selected using input unit 202, a transition may be made to a display screen 65 in which contact information can be registered, as shown in Fig. 6(c). Display screen 65 may include a predetermined guidance message, an input field 66 for inputting contact information, and a send button 67 for transmitting the input contact information to information processing server 10.

[0096] For example, when contact information is set in the input field 66 using the input unit 202 provided in the first terminal device 200a and the send button 67 is selected, the contact information corresponding to the second application may be transmitted to the information processing server 10 together with information requesting to receive a specified notification.

[0097] The above-mentioned method of setting the user's contact information is an example, and is not limited thereto. FIG. 7 is a diagram showing another example of a display screen and a screen transition that can request a predetermined notification. As shown in FIG. 7(a), when the chat request button 62 is selected in FIG. 6(a) and it is determined that the chat request is a new waiting call, the display screen 61 may transition to a display screen 63b. The display screen 63b may include, for example, a button 70 for requesting the information processing server 10 to "register a contact", a button 71 for requesting to "use a registered contact", and a button 72 for notifying "wait as is".

[0098] In this case, for example, when the button 70 is selected using the input unit 202, as shown in Fig. 7(b), the display screen 63b may transition to the display screen 65. Then, as described above, the contact information set on the display screen 65 may be transmitted from the first terminal device 200a to the information processing server 10.

[0099] In addition, a user may be able to register a user ID when using this service. For example, the user ID may be registered in advance and stored in the storage device 300 before the user makes a chat request. In addition, when registering the contact information described with reference to FIG. 6 and FIG. 7, the user ID may be registered together with the contact information. The user ID may be registered on the above-mentioned display screen 65, or may be registered on a screen different from the display screen 65. The method of registering the user ID can be set arbitrarily by the administrator, and the scope of the present disclosure is not limited by the specific content thereof.

[0100] In this case, the information processing server 10 may identify the contact information based on the user ID. For example, when the user ID and the contact information are associated and stored in the storage device 300, and the user is signed in to the first application using the user ID, when the button 64 is selected, the information processing server 10 may receive the user ID used to sign in to the first application and information requesting receipt of a predetermined notification from the first terminal device 200a, and identify the contact information stored in the storage device 300 based on the received user ID.

[0101] Similarly, when button 71 in FIG. 7(a) is selected, the information processing server 10 may receive from the first terminal device 200a the user ID used to sign in to the first application and information requesting to receive a specified notification, and identify the contact information stored in the storage device 300 based on the received user ID.

[0102] In addition, when the user ID is not used for signing in to the first application, when the button 71 in Fig. 7(a) is selected, the display screen 63b may transition to a user ID input screen (not shown). In this case, the user ID input on the input screen may be transmitted from the first terminal device 200a to the information processing server 10, and the information processing server 10 may refer to table information that associates the user ID with contact information stored in the storage device 300, and identify the contact information based on the received user ID.

[0103] In the above description, it has been explained that the type of the second application may be arbitrarily set by the administrator, but the type of the second application may be selectable by the user, for example, when registering contact information.

[0104] For example, on the display screen 65 in FIG. 6(c), a plurality of second applications may be further displayed in a selectable manner. In such a case, at least one second application and contact information capable of receiving predetermined information using the selected second application may be registerable on the display screen 65. Also, for example, at any timing before starting a chat request, such as user registration for the service, a second application for receiving a predetermined notification may be selectable on a predetermined screen by the user. Information indicating the second application selected by the user using the input unit 202 may be received by the information processing server 10 and stored in the storage device 300.

[0105] That is, the second application is an application selected by the user from among a plurality of applications, and the selected second application may be stored in storage device 300 in association with predetermined contact information.

[0106] In the above description, it has been described that a user ID corresponding to contact information can be registered in this service, but further, in a predetermined display screen transitioned from the display screen 61, attribute information including personal information of the user may also be registered in this service. FIG. 8 is a diagram showing an example of table information associating user IDs with user information. As shown in FIG. 8, the first table 800 may be a relational database in which user IDs, contact information, and user attribute information are associated with each other and stored in the storage device 300.

[0107] The first table information 800 may include, as attribute information, information on the number of times the user has used the service, user characteristic information, and user age information. The user characteristic information may be, for example, information indicating whether the user is a specially treated user whose number of uses exceeds a predetermined number. The user age information may be a specific age, or may be generation information having a predetermined age range. Note that the technology for measuring the number of times the user has used the service and storing it in the storage device 300 is publicly known, and therefore a detailed description thereof will be omitted.

[0108] Note that the screen designs of the display screens in Figures 6 and 7 are merely examples, and are not limited thereto. For example, the contents of the guidance text on each display screen or the notation attached to each button may be arbitrarily set by the administrator.

[0109] In addition, although it has been described that the contact information is transmitted to the information processing server 10 in response to the selection of the send button 67 on the display screen 65, the set contact information may be transmitted to the information processing server 10 when a predetermined condition is satisfied, for example. The predetermined condition may be, for example, a predetermined time that has passed without editing the content after the contact information is set on the display screen 65. The predetermined condition may also be a predetermined voice input. The trigger for transmitting the contact information set on the display screen 65 and the setting information including the user ID from the first terminal device 200a to the information processing server 10 can be arbitrarily set by the administrator, and does not limit the scope of the present disclosure.

[0110] The description of the trigger for transmitting the predetermined information to the information processing server 10 may be applied to the description of the setting and transmission / reception of the predetermined information on other display screens or predetermined pages in this disclosure.

[0111] In the above description, the contact information, user ID, and the like are described as being arbitrarily set by the user using the input unit 202, but for example, the content may be selectable from a plurality of predetermined text information using a pull-down menu or a check box. For example, the second application may be selected by selecting one application from a plurality of predetermined lists using a check box. That is, in the present disclosure, setting the content may include describing and selecting the content.

[0112] Furthermore, the personal information of the user included as the attribute information may be set, for example, using the input unit 202, or may be set by linking with an external system via an API (Application Programming Interface). The external system may be, for example, a predetermined application software.

[0113] The storage destination in the storage device 300 of the user's contact information received by the information processing server 10 may be a volatile memory for temporary storage, or may be a storage area where information is not deleted for a predetermined period of time. The information processing server 10 may store the user's contact information in the storage device 300 in association with a management number that is assigned to a chat request from the user in managing waiting calls. Although the above description has been given of a method for identifying an individual user using a user ID, the user may also be identified based on, for example, a cookie.

[0114] 5, the information processing server 10 may receive information requesting receipt of the above-mentioned predetermined notification from the first terminal device 200a in response to the user selecting the button 64 or the like using the input unit 202 (step S505). That is, when the chat request is a new waiting call, the information processing server 10 may inquire at the first terminal device 200a as to whether or not a predetermined notification is required, and when the information processing server 10 receives the request for the predetermined notification, may transmit the predetermined notification to the communication network 400 as described below.

[0115] Although the predetermined notification may be receivable using the first application and the second application, for example, the predetermined notification may be receivable not in the first application but in the second application, which can avoid wasteful notification of the same predetermined notification to the user in multiple applications.

[0116] In the above description, one piece of contact information for one user is registered and stored in the storage device 300, but, for example, multiple pieces of contact information for one user may be registered and stored in the storage device 300. Each piece of the multiple pieces of contact information may be associated with one or multiple applications and stored in the storage device 300, and one piece of contact information selected by the user from the multiple pieces of contact information may be set as the notification destination of a predetermined notification.

[0117] For example, multiple pieces of contact information may be registered on the display screen 65 shown in Fig. 6(c) and Fig. 7(b). The multiple pieces of contact information may be registered all at once, or may be registered at different times. For example, in a case where one piece of contact information is associated with a user ID and associated with one application and stored in advance in the storage device 300, when the button 64 in Fig. 6(b) or the button 70 in Fig. 7(a) is selected, other contact information may be further registered.

[0118] In such a case, the other contact information may be contact information corresponding to the same application as the application corresponding to the one contact information previously stored in storage device 300, or may be contact information corresponding to an application different from the application corresponding to the one contact information. The multiple contact information may be, for example, multiple email address information corresponding to one application such as email software.

[0119] In addition, in a case where multiple pieces of contact information are associated with a user ID and each piece of contact information is associated with one or more applications and pre-stored in the storage device 300, when button 64 in FIG. 6(b) or button 71 in FIG. 7(a) is selected, the information processing server 10 may display on the display medium 201 a predetermined selection screen that allows the user to select one piece of contact information from the multiple pieces of contact information.

[0120] In such a case, when one piece of contact information is selected on the selection screen, the information processing server 10 may store the selected contact information as a contact for a specified notification, and may store an application corresponding to the selected contact information as a second application in the storage device 300.

[0121] In other words, in a case where the contact information is information that is set in association with the user ID of the user, when each of the user's multiple contact information is set in association with one or more applications, the information processing server 10 may use one contact information selected from the multiple contact information to transmit a specified notification to the communication network 400 that can be received using a second application corresponding to the selected one contact information.

[0122] This allows the user to appropriately select, from among multiple pieces of contact information, contact information that corresponds to the application that the user wants to operate until chat begins, thereby preventing the user from being tied down to a specific application until chat begins.

[0123] Returning to FIG. 5, the information processing server 10 may determine whether a predetermined condition for canceling a waiting call is satisfied for a chat request from a user (step S506). The predetermined condition for canceling a waiting call may be, for example, a condition that the order of the waiting call is equal to or less than a predetermined number, or that the estimated waiting time is equal to or less than a predetermined time. The content of the predetermined condition for canceling a waiting call may be a trigger for sending a predetermined notification to the user, and the scope of the present disclosure is not limited by the specific content. The technology for determining the predetermined condition for canceling a waiting call is publicly known, and therefore a detailed description will be omitted.

[0124] Next, when a predetermined condition for canceling the waiting call is satisfied, the information processing server 10 may send a predetermined notification to the communication network 400 using the contact information of the user stored in the storage device 300, the notification being receivable using a second application different from the first application (step S507).

[0125] The predetermined notification may be a notification for notifying the user that the waiting call state has been resolved, as described above. The content of the predetermined notification may include, for example, at least one of message information indicating that chat can be started and URL information for starting chat. The content of the predetermined notification may also be, for example, a notification sound in the terminal device 200. Specifically, for example, in the case where an application dedicated to this service having a function of notifying incoming call information on the terminal device 200 when the predetermined notification is received is installed in the terminal device 200 as a second application, the terminal device 200 that has received the predetermined notification may output a notification sound using the control unit 205.

[0126] The content of the predetermined notification may be changed depending on whether the first application, such as a web browser, has been terminated. Specifically, when detecting that the first application, such as a web browser, has been terminated by a user's operation, the information processing server 10 may include URL information that enables chat to be started in the content of the predetermined notification.

[0127] This allows the user to easily start a chat even when the chat call waiting application is terminated as a result of the termination of the Web browser as the first application. As a method for detecting whether the Web browser as the first application has been terminated, for example, the information processing server 10 may receive a predetermined signal when an application that enables a chat request, such as the call waiting application, which is also terminated, is terminated.

[0128] On the other hand, when the predetermined condition for canceling the waiting call is satisfied and the first application such as the web browser has not been terminated, the predetermined notification may be, for example, text information without including URL information. This is because it is presumed that the user will start a chat on the first application of the first terminal device 200a since the first application such as the web browser has not been terminated.

[0129] In other words, when the first application is terminated on the first terminal device 200a, the information processing server 10 may transmit a specified notification having a first content to the communication network 400, and when the first application is not terminated on the first terminal device 200a, the information processing server 10 may transmit a specified notification having a second content to the communication network 400.

[0130] In the present disclosure, when a chat request from a user is determined to be a new waiting call, and the first application is launched in the first terminal device 200a, the information on the order of the waiting call displayed on the display medium 201 may be updated at any time, and the order may be counted down.

[0131] Returning to FIG. 5, the terminal device 200 operated by the user may receive a predetermined notification using a second application installed in the terminal device 200 (step S508).

[0132] The terminal device 200 that receives the predetermined notification may be the first terminal device 200a that sent the chat request, or may be the second terminal device 200b different from the first terminal device 200a. For example, when a user sends a chat request on the first terminal device 200a, which is a PC, and sets contact information to request a predetermined notification for notifying the cancellation of the waiting call, the second terminal device 200b, such as a smartphone that the user operates for any purpose until the waiting call is cancelled, may receive the predetermined notification.

[0133] Fig. 9 is a diagram showing an example of a concept of receiving a notification in a terminal device 200 other than the first terminal device 200a. As shown in Fig. 9, for example, a PC 200a, which is a first terminal device, may transmit a request for a predetermined notification to the information processing server 10 in response to an operation by a user, and a smartphone 200b, which is a second terminal device, may receive the predetermined notification from the information processing server 10 in response to an operation by a user. Note that the predetermined notification may be received by a watch-type terminal 200c that is capable of communicating with the smartphone 200b via short-range wireless communication, for example.

[0134] That is, in a case where the second application is installed in the second terminal device 200b, when a predetermined notification is received by the communication unit 203 included in the second terminal device 200b, the predetermined notification may be notified in the second terminal device 200b. As described above, the notification in the second terminal device 200b may be text information, URL information, or the like displayed on the display medium 201 by starting the second application, or may be a notification sound or the like notified based on the second application.

[0135] 5, for example, a chat may be started in the first terminal device 200a (step S509). Specifically, for example, the second terminal device 200b receives a predetermined notification using a second application, and for example, a user who has confirmed the contents of the predetermined notification displayed on the display medium 201 may start a chat using a first application in the first terminal device 200a.

[0136] An example of the transmission and reception of information between the elements included in the information processing system 1 and the information processing performed in each element in implementing the information processing method has been described above with reference to FIG. 5 and other figures.

[0137] In FIG. 5, the predetermined notification is received using the second application installed in the second terminal device 200b, but this is not limiting. For example, the predetermined notification may be received using the second application installed in the first terminal device 200a. In addition, in step S509 shown in FIG. 5, the request to start a chat is transmitted from the first terminal device 200 to the information processing server 10. However, for example, the request to start a chat may be transmitted from the second terminal device 200b to the information processing server 10. Specifically, for example, when it is detected that the first application is terminated in the first terminal device 200a, URL information may be included in the predetermined notification, and the URL information included in the predetermined notification received in the second application may be selected using the input unit 202 to start a chat in the second terminal device 200b.

[0138] Note that the examples of the first application and the second application are merely examples, and the contents of each application do not limit the scope of the present disclosure.

[0139] As described above, the information processing method in the information processing system 1 including the information processing server 10 connectable to the terminal device 200 via the communication network 400, wherein the information processing server 10 receives a chat inquiry request to an operator using a first application from a first terminal device 200a operated by a user, and when a predetermined event occurs that does not satisfy the inquiry request, may transmit a predetermined notification that can be received using a second application different from the first application to the communication network 400 using predetermined contact information of the user stored in the storage device 300.

[0140] This can contribute to not binding the user to a specific application when an event occurs in which an inquiry request by chat using the specific application on the terminal device is not satisfied.

[0141] In such a case, the specified event is an event in which the information processing server 10 determines that the request is a new waiting call, and the information processing server 10 may send a specified notification to the communication network 400 when a specified condition for canceling the waiting call is satisfied.

[0142] That is, the information processing method is an information processing method in an information processing system including a terminal device 200 and an information processing server 10 connectable via a communication network 400, in which the information processing server 10 receives a request for chatting with an operator using a first application from a first terminal device 200a operated by a user, and when a predetermined condition for canceling the waiting call is satisfied if the request is for a new waiting call, the information processing server 10 may transmit a predetermined notification that can be received using a second application different from the first application to the communication network 400 using predetermined contact information of the user stored in the storage device 300.

[0143] The present invention is not limited to the above-described embodiment, and various modifications are possible. Each of the modified examples will be described below.

[0144] (Variation 1) In the above description, the information processing server 10 receives a chat request from the first terminal device 200a, and when the chat request is a new waiting call state, the information processing server 10 makes the user wait until the waiting call is cleared. However, for example, an inquiry content setting screen that allows the contents of an inquiry by chat to be set in advance may be displayed on the display medium 201 of the first terminal device 200a. Then, the information processing server 10 may receive the set inquiry content and store it in the storage device 300.

[0145] In other words, when the chat request is a new waiting call, the information processing server 10 may display an inquiry content setting screen on the display medium 201 provided in the first terminal device 200a, where the content of the request can be set, based on information on one or more question items stored in the storage device 300, and receive the setting content on the inquiry content setting screen.

[0146] Specifically, for example, when it is determined that the chat request is a new waiting call, the information processing server 10 may display an inquiry content setting screen on the display medium 201 provided in the first terminal device 200a, using information on one or more question items stored in the storage device 300. The inquiry content setting screen may be a screen displayed using a first application such as a Web browser, or may be a screen displayed using a predetermined application different from the first application.

[0147] The inquiry content setting screen (not shown) may include, for example, a guide message that prompts the user to set the inquiry content in advance, and a field in which the user can write any content using the input unit 202, or a check box or pull-down menu that the user can select using the input unit 202. In response to a button included in the inquiry content setting screen, for example, a send button, being selected using the input unit 202, the setting content may be transmitted from the first terminal device 200a to the information processing server 10.

[0148] The information processing server 10 may, for example, store the received inquiry content in the storage device 300 in association with a management number that manages waiting calls, and when a chat is started, the inquiry content may be displayed on a display medium provided on a device operated by an operator in charge of the user.

[0149] In this case, the information processing server 10 may further determine whether chat is appropriate as a call-back channel according to the setting contents of the received inquiry. The call-back channel may be, for example, a channel such as chat, voice phone, video phone, or email, which is a communication tool used by an operator when returning a call to a chat request from a user.

[0150] Fig. 10 is a sequence diagram showing an example of a procedure for transmitting and receiving information and processing information between the information processing server 10 and the terminal device 200 in Modification 1. Hereinafter, with reference to Fig. 10 and the like, the transmission and reception of information and information processing between the information processing server 10 and the terminal device 200 in Modification 1 will be described.

[0151] In FIG. 10, when the information processing server 10 receives a request for a predetermined notification (step S505), the information processing server 10 may transmit information on one or more question items stored in the storage device 300 to the first terminal device 200a (step S1001).

[0152] The first terminal device 200a that has received the information on one or more question items may display an inquiry content setting screen on the display medium 201 (step S1002). Note that since the technology for displaying predetermined information on the display medium 201 based on the received information is publicly known, a description of a method for displaying an inquiry content setting screen on the display medium 201 will be omitted.

[0153] On the inquiry content setting screen displayed on the display medium 201 of the first terminal device 200a, the user sets the inquiry content using the input unit 202 (step S1003), and when, for example, a send button is selected, the set inquiry content may be transmitted from the first terminal device 200a to the information processing server 10 (step S1004).

[0154] When the information processing server 10 receives the setting contents, the information processing server 10 may specify a first call back channel, which is a connection channel between the user and the operator, from among a plurality of call back channels including chat, based on the setting contents (step S1005). As described above, the call back channel may be a channel selected from chat, voice telephone, video telephone, e-mail transmission, etc.

[0155] Fig. 11 is a diagram showing an example of table information 800 in which inquiry contents are associated with return channels. As shown in Fig. 11, an appropriate return channel may be set in advance by an administrator according to the set inquiry contents.

[0156] For example, in the case where "operation method," "complaint," "request for information," etc. can be selected as a check box or pull-down menu for the inquiry content on the inquiry content setting screen, when the inquiry content set by the user is "operation method," "chat" may be associated as the first call back channel in consideration of the fact that it is appropriate to explain the operation method step by step. In addition, in this case, when the inquiry content set is "complaint," "video phone" may be associated as the first call back channel in consideration of the need to respond to complaints from users while taking into consideration information that cannot be conveyed in words. In addition, in this case, when the inquiry content set is "request for information," "email transmission" may be associated as the first call back channel in consideration of the fact that the essential purpose is to deliver specific information to the user.

[0157] The correspondence between the inquiry content and the call-back channel may be arbitrarily set by an administrator, and the scope of the present disclosure is not limited by the specific content. In the above description, a check box or a pull-down menu is set on the inquiry content setting screen, but the user may be able to write it arbitrarily. In this case, the call-back channel may be determined based on the inquiry content set by the user, for example, a phrase extracted by keyword search. Furthermore, the inquiry content set by the user may be analyzed by natural language processing, and the call-back channel may be determined based on the analysis result. Since the analysis method using keyword search and natural language processing is well known, detailed description will be omitted.

[0158] 11, the inquiry content and the return channel are managed by table information, but this is not limiting. For example, as described above, the return channel may be specified from the inquiry content using a non-relational database.

[0159] 10, the information processing server 10 may recommend a call-back channel based on the determination result of the call-back channel (step S1006). For example, if the optimal call-back channel determined based on the inquiry content is "chat", the information processing server 10 may not transmit the recommendation information to the first terminal device 200a.

[0160] On the other hand, when the first call back channel is not a chat, the information processing server 10 may recommend the first call back channel on the display medium 201. For example, the recommendation of the first call back channel may be executed on the first application. For example, the recommendation may be performed by displaying a guide message on the display medium 201 proposing a channel instead of chat, displaying one or more predetermined buttons that allow the user to select whether or not to accept a correspondence with an operator via a call back channel instead of chat, and when the user selects whether or not to accept using the input unit 202, the selected information may be transmitted from the first terminal device 200a to the information processing server 10.

[0161] The transmission and reception of information and information processing between the information processing server 10 and the terminal device 200 in the first modification have been described above with reference to FIG.

[0162] In addition, in Fig. 10, the information processing server 10 is described as transmitting information on the question item after receiving a request for a predetermined notification, but this is not limited thereto. For example, when contact information is set on the display screen 65 shown in Fig. 6(c), the information processing server 10 may transition the display from the display screen 65 to an inquiry content setting screen, and when the inquiry content is set on the inquiry content setting screen, the information processing server 10 may receive both the contact information and the inquiry content. Also, for example, as described later, in response to receiving a chat request from a user, the information processing server 10 may transmit information on the question item to the first terminal device 200a.

[0163] 10, the information processing server 10 may perform a process of determining whether or not to cancel the waiting call after recommending a call-back channel, but this is not limited thereto. For example, when the information processing server 10 transmits a predetermined notification, the information processing server 10 may transmit information on the recommendation of the call-back channel together with the predetermined notification. The recommendation information on the call-back channel may be information included in the predetermined notification, or may be information included in a notification different from the predetermined notification. That is, when the first call-back channel is not a chat channel, the information processing server 10 may recommend the first call-back channel using the second application.

[0164] In addition, when the contact information set by the user does not correspond to the first call back channel identified based on the content of the inquiry, when a call back channel is recommended, the user may be prompted to set contact information corresponding to the first call back channel.

[0165] In the above description, it has been explained that the first return channel may be identified using a relational database, but it may also be identified using a predetermined learning model based on the inquiry content set by the user, for example.

[0166] Specifically, when multiple callback channels are set according to the inquiry settings set by multiple arbitrary users and the multiple callback channels are used to solve the user's problem, the information processing server 10 may receive evaluation information for each of the multiple callback channels set from each of the multiple arbitrary users. In this case, the information processing server 10 may generate a callback channel identification model by using the inquiry settings set by multiple arbitrary users and the multiple callback channels as multiple teaching data, and learning the evaluation information corresponding to each of the multiple teaching data by machine learning such as deep learning as label information.

[0167] Each piece of information used to generate the learning model may be stored in the storage device 300. Note that since the overview of machine learning such as deep learning and specific learning methods are publicly known, detailed description thereof will be omitted.

[0168] Then, when the information processing server 10 receives the setting contents of the inquiry from the first terminal device 200a, it may use the return channel identification model stored in the storage device 300 to identify the first return channel based on the setting contents of the received inquiry.

[0169] That is, the information processing server 10 may specify the first call back channel based on the setting contents using a call back channel identification model that is machine-learned using information on a plurality of setting contents set on the inquiry content setting screen and information on call back channels associated with each of the plurality of setting contents as a plurality of teacher data, and evaluation information by a plurality of users on the associated call back channels corresponding to each of the plurality of teacher data as a plurality of label information. As a result, the call back channel specified using the call back channel identification model can improve the setting accuracy of the call back channel as the number of users increases.

[0170] In the above description of variant example 1, it has been described that when the chat request is a new waiting call, an inquiry content setting screen that allows the contents of the chat request to be set is displayed on the display medium 201 of the first terminal device 200a. However, even when the chat request is not determined to be a new waiting call, the inquiry content setting screen may be displayed on the display medium 201.

[0171] Specifically, when the information processing server 10 receives a chat request, regardless of whether it is a new waiting call or not, the information processing server 10 may display an inquiry content setting screen on the display medium 201 of the first terminal device 200a by using information on one or more question items stored in the storage device 300. Then, when the information processing server 10 receives the above-mentioned setting contents from the first terminal device 200a, the information processing server 10 may determine whether chat is appropriate as a return channel according to the received inquiry setting contents, as described above.

[0172] In such a case, the condition for determining that the call is a new waiting call may be omitted in the above description with reference to Figures 10 and 11. For example, in Figure 10, step S505 may not be set before step S1001, and step S506 may not be set after step S1006.

[0173] Furthermore, the information processing server 10 may display the recommended information of the callback channel on the first application, or may include it in a predetermined notification that can be received using the second application. When the recommended information of the callback channel is displayed on the first application, the setting and registration of the contact information described above may be omitted. Furthermore, in such a case, the callback channel may be read as a connection channel, and the inquiry content setting screen may be read as a setting screen, respectively.

[0174] That is, in the information processing method in the information processing system 1 including the terminal device 200 and the information processing server 10 connectable via the communication network 400, when the information processing server 10 receives an inquiry request for an operator by chat using a predetermined application from the first terminal device 200a operated by the user, the information processing server 10 may display a setting screen on the display medium 201 of the first terminal device 200a, in which the content of the inquiry request can be set, using information on question items stored in the storage device 300, and when the information processing server 10 receives the set setting content, it may specify a first connection channel from among multiple connection channels between the user and the operator, including chat, based on the setting content. Then, when the specified first connection channel is a connection channel different from chat, the information processing server 10 may recommend the first connection channel to the first terminal device 200a.

[0175] The question item may be information on one or more question items. The information on the question item may include, for example, information on a message that prompts the user to set the content of the inquiry.

[0176] This can contribute to providing the user with an appropriate connection channel for resolving an inquiry when a chat inquiry request is received from the user.

[0177] The contents of this modified example 1 may be applied not only to the contents of the embodiment but also to the contents of the other modified examples.

[0178] (Variation 2) In the above description, the method of selecting an operator corresponding to a user is arbitrary. However, for example, an operator may be selected based on attribute information of the user.

[0179] For example, as shown in Fig. 8, when user attribute information is stored in the storage device 300 in association with a user ID, a corresponding operator may be selected based on the user attribute information. The attribute information may be at least one of information on the number of times the user has used the chat inquiry service, user characteristic information identified from the user's usage history in the chat inquiry service, and user characteristic information based on the user's personal information.

[0180] The user characteristic information identified from the usage history may be, for example, information on a user who is given special treatment. The user characteristic information based on personal information may be, for example, age information. The information processing server 10 may select a responsible operator based on an operator selection rule set in advance by an administrator according to, for example, the number of times of usage, age information, etc.

[0181] When a responsible operator is selected, for example, URL information included in the predetermined notification may be information that can directly connect to the responsible operator in response to the URL information being selected using the input unit 202 included in the terminal device 200 that received the predetermined notification. Note that the method of selecting the responsible operator can be arbitrarily set by the administrator, and the scope of the present disclosure is not limited by the specific method.

[0182] That is, when the user's attribute information is stored in the storage device 300 and the specified notification includes URL information that allows a user to start a chat with an operator, the information processing server 10 may set URL information that allows a user to connect to a first operator among multiple operators based on the user's attribute information.

[0183] The content of this modified example 2 may be applied not only to the content of the embodiment but also to the content of each of the other modified examples.

[0184] (Variation 3) In the above explanation, it has been described that a chat is started when a waiting call is cleared and an inquiry request from a user is completed; however, for example, when a chat has been started and the channel connection with an operator is disconnected without the user's consent, resumption of the chat with that user may be given priority over chat requests from other users.

[0185] For example, when a chat between a user and an operator is started, and the chat is disconnected due to one or more secondary reasons unintended by the user, such as radio wave conditions, misoperation, or a system malfunction, rather than due to a first reason that the user intentionally ended the chat connection, the information processing server 10 may give priority to a request to reconnect the chat from the user.

[0186] Specifically, for example, if a specified notification received by a user by operating any terminal device 200 includes information on a URL accessible to an operator and further includes a guidance section indicating that if a chat or the like is unintentionally disconnected, the chat or the like will be resumed preferentially by re-accessing the URL, the information processing server 10 may resume the disconnected chat in priority over other waiting calls when it receives access to the URL after the chat or the like is disconnected for the second reason described above.

[0187] In other words, when the specified notification includes information of a URL accessible to the operator to start a chat, and when the chat has started, the information processing server 10 may resume the chat when it receives access to the URL in the case where the started chat is disconnected due to a second reason among a first reason and one or more second reasons.

[0188] In this case, when the chat or the like is disconnected for the second reason, the information processing server 10 may transmit text information that can be received using the second application to the communication network 400. The text information may include, for example, information on a URL that has already been provided to the user, or information on a URL for reconnection.

[0189] The content of this modified example 3 may be applied not only to the content of the embodiment but also to the content of each of the other modified examples.

[0190] (Variation 4) In the above explanation, it has been described that an operator will respond regardless of the time the chat is requested. However, for example, if the information processing server 10 receives a chat request just before the closing time of business when an operator is available to respond, it may transmit URL information to the user that enables the user to start chat preferentially from the next day onwards.

[0191] For example, when a chat request made near the end of business hours is determined to be a new waiting call, a message prompting the user to register contact information may be displayed on the display medium 201 of the first terminal device 200a, and a predetermined notification may be sent to the communication network 400 using the contact information. In such a case, the content of the predetermined notification may include URL information that is accessible from the next day onwards.

[0192] In other words, if it is determined that the request is a new waiting call, and the timing at which the request is received is within a specified time period, the information processing server 10 may use specified contact information to transmit to the communication network URL information that can be received using the second application and that can be accessed after the specified time period.

[0193] The contents of this fourth modification may be applied not only to the contents of the embodiment but also to the contents of the other modifications.

[0194] (Variation 5) In the above description, the predetermined event that does not satisfy the inquiry request by the user through chat is an event that is determined by the information processing server 10 to mean that the chat is in a waiting call state, but as described above in the embodiment, the predetermined event may be, for example, an event that is determined by the information processing server 10 to mean that the started chat has been disconnected when the chat is started. In such a case, the chat request does not need to be determined to be a new waiting call before the chat is started.

[0195] 5, when the information processing server 10 receives a chat request, the chat request is not determined to be a new waiting call, and a chat connection between the user and the operator is started, and then the chat connection is disconnected, the information processing server 10 may determine the reason for the disconnection of the chat connection. When the information processing server 10 determines that the chat connection has been disconnected due to one or more second reasons unintended by the user, such as radio wave conditions, an incorrect operation, or a system malfunction, rather than due to a first reason that the user intentionally ended the connection such as a chat, the information processing server 10 may transmit a predetermined notification receivable by the above-mentioned second application to the communication network 400, using the user's contact information stored in the storage device 300.

[0196] The user's contact information may be registered in advance by the user when using the service, or when the user requests a chat connection, the contact information may be registered, for example, on a display screen 61 shown in Fig. 6(a). The timing at which the user's contact information is registered may be arbitrarily set by an administrator, and the scope of the present disclosure is not limited by the specific timing.

[0197] The specified notification may include information about the URL to connect to, or may be a message urging the user to reconnect if information about a URL that can be reconnected has already been notified to the user, for example, at the start of the chat.

[0198] In other words, the specified event is an event in which, when a chat is started, the information processing server 10 determines that the started chat has been disconnected, and the information processing server 10 may send a specified notification to the communication network 400 when it determines that the started chat has been disconnected due to a second reason among the first reason and one or more second reasons.

[0199] As described above, in this modification, the second application may be selected by the user from among a plurality of applications. In this case, the selected second application may be stored in the storage device 300 in association with predetermined contact information of the user.

[0200] As described above, in this modified example, multiple pieces of contact information may be associated with a user ID and stored in the storage device 300, and a specific notification may be sent using one piece of contact information selected by the user from the multiple pieces of contact information.

[0201] The content of this modification 5 may be applied not only to the content of the embodiment but also to the content of each of the other modifications.

[0202] In the present disclosure, in the process of executing the present service, various programs for execution in the terminal device 200 may be appropriately transmitted from the information processing server 10 to the terminal device 200. The timing at which the various programs for executing the present service are transmitted to the terminal device 200 does not limit the present invention. In the case of a website, transmission of various programs for realizing basic functions may be completed at the start of provision of the service.

[0203] In the present disclosure, the administrator, using the information processing server 10, enabling a user who has transmitted a request for a predetermined notification to receive a predetermined notification using the second application by using the set registration destination information may mean enabling the terminal device 200 having the second application installed to obtain information on the predetermined notification transmitted from the information processing server 10 by an action of the administrator or by a program implemented in the information processing server 10 based on the administrator's intention. In other words, regardless of the country in which the information processing server 10 is located, when the terminal device 200 is located in a first country, the implementation of the information processing method by the administrator may be regarded as an action of implementation in the first country.

[0204] In the present disclosure, chat may be replaced with a first communication means, which is a higher concept. In such a case, in the above description of the call-back channel, one communication means may be specified from one or more communication means including the first communication means and the second communication means.

[0205] In this disclosure, descriptions of known technologies related to each function and each information processing are omitted.

[0206] (An example of a computer hardware configuration) The functions of each unit in the embodiment and each modification may be realized by a program.

[0207] That is, an information processing program according to one embodiment of the present invention may cause a computer to execute a communication process capable of communicating with the terminal device 200 via the communication network 400, and a control process for receiving a request for chatting with an operator using a first application from a first terminal device 200a operated by a user, and when the request is for a new waiting call and a predetermined condition for clearing the waiting call is satisfied, sending a predetermined notification that can be received using a second application different from the first application to the communication network 400 using predetermined contact information of the user stored in the storage device 300.

[0208] FIG. 12 shows an example of a hardware configuration of a computer in such a case.

[0209] 12, a computer 9000 includes, for example, a CPU (Central Processing Unit) 9001, a RAM (Random Access Memory) 9002, a ROM (Read Only Memory) 9003, a storage device 9004, an input / output interface (I / F) 9005, a read interface (I / F) 9006, and a communication interface (I / F) 9007. The above-mentioned components are connected directly or indirectly via a bus 9008.

[0210] The storage device 9004 is, for example, a hard disk drive (HDD) or a solid state drive (SSD). The computer 9000 is connected to an input / output (I / O) device 9009 via an input / output interface 9005. The input / output device 9009 includes devices having input and output functions, such as a magnetic disk device, as well as input devices whose main function is an input function and output devices whose main function is an output function. Examples of the input device are an input key, a mouse, a touch panel, and a scanner. Examples of the output device are a display, a speaker, and a printer.

[0211] The reading interface 9006 reads a program or data recorded on a recording medium 9010. The recording medium 9010 is, for example, a semiconductor memory, an optical recording medium, a magnetic recording medium, or a magneto-optical recording medium.

[0212] The communication interface 9007 receives data from other devices and transmits data to other devices via a network 9011. The network 9011 may be a wired network or a wireless network. The other devices may be client devices or server devices.

[0213] For example, a program stored in ROM 9003, a program stored in storage device 9004, a program recorded on recording medium 9010, or a program received by a communication interface from another device is loaded into RAM 9002. In the above embodiment and each of the modified examples, for example, the CPU 9001 executes a program loaded into RAM 9002, thereby realizing the functions of each unit in the above embodiment and the like.

[0214] In addition, the functions of each part in the computer 9000 may be realized by cloud computing.

[0215] The information processing program or the described functions executed by the computer in the information processing system 1 may be recorded on a non-transitory, tangible computer-readable storage medium. The non-transitory, tangible computer-readable storage medium is any storage medium that can be accessed by a computer, a CPU, an MPU (Micro Processing Unit), etc. The any storage medium is, for example, a ROM, a RAM, a flash memory, a magnetic storage device, an optical disk, etc., and is not limited to the exemplified ones.

[0216] In the above description, including at least one of A, B, and C may mean that it may be a combination of one or two or more of A, B, and C. [Industrial Applicability]

[0217] The information processing method, information processing device, information processing program, and recording medium according to the present invention are effective in general technology relating to information processing for managing the waiting call state related to a chat request. [Explanation of symbols]

[0218] 1. Information Processing Systems 10. Information Processing Server 100 Information processing device 101 Communications Department 102 Control section 200 Terminal Equipment 201 Display media 202 Input section 203 Communications Department 204 Memory 205 Control Unit 300 storage device 9000 Computers 9001 CPU 9002 RAM 9003 ROM 9004 Storage device 9005 Input / Output Interface 9006 Reading Interface 9007 Communication Interface 9008 Bus 9009 I / O device 9010 Recording media 9011 Network

Claims

1. An information processing method in an information processing system including an information processing server connectable to a terminal device via a communication network, comprising: The information processing server, receiving, from a first terminal device operated by a user, a chat inquiry request to an operator using a first application; when the inquiry request is a new waiting call and a predetermined condition for canceling the waiting call is satisfied, using predetermined contact information of the user stored in a storage device, a predetermined notification that can be received using a second application different from the first application is transmitted to a destination indicated by the contact information via the communication network; Information processing methods.

2. A communication unit capable of communicating with a terminal device via a communication network; a control unit that receives an inquiry request for a chat with an operator using a first application from a first terminal device operated by a user, and when the inquiry request is for a new waiting call and a predetermined condition for canceling the waiting call is satisfied, transmits a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network, using predetermined contact information of the user stored in a storage device; An information processing device comprising:

3. A communication process capable of communicating with a terminal device via a communication network; a control process for receiving an inquiry request for a chat with an operator using a first application from a first terminal device operated by a user, and when a predetermined condition for canceling the waiting call is satisfied in the case where the inquiry request is for a new waiting call, transmitting a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network, using predetermined contact information of the user stored in a storage device; An information processing program that causes a computer to execute the above.

4. A communication process capable of communicating with a terminal device via a communication network; a control process for receiving an inquiry request for a chat with an operator using a first application from a first terminal device operated by a user, and when a predetermined condition for canceling the waiting call is satisfied in the case where the inquiry request is for a new waiting call, transmitting a predetermined notification that can be received using a second application different from the first application to a destination indicated by the contact information via the communication network, using predetermined contact information of the user stored in a storage device; A computer-readable recording medium having recorded thereon an information processing program for causing a computer to execute the above.

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