Call control method, call control system, and program

Abstract

To allow users distant from each other to simply reconnect to each other for communication.SOLUTION: A call control method includes: during a call with a user via a store terminal while displaying an avatar image on a display unit of the store terminal, generating reconnection identification information including first sub-identification information corresponding to the content of the call and second sub-identification information for starting call application software; displaying the reconnection identification information on the display unit of the store terminal; and displaying the avatar image on a display unit of a user terminal when receiving reconnection request information corresponding to the reconnection identification information from the user terminal, and then setting the store terminal to a reconnection state via the user terminal.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a call control method, a call control system, and a program. [Background technology]

[0002] In recent years, there are more and more opportunities for users to communicate with others through avatars displayed on display devices such as signage and tablet terminals. Furthermore, this method is also used for various customer services at retail stores and insurance agencies. Cited Document 1 discloses a method of talking to a user while displaying an avatar image on the display unit of a store terminal. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2023-007309 A Summary of the Invention [Problem to be solved by the invention]

[0004] When serving customers at a retail store, a person in charge (operator) disguised as an avatar will interact with the user via fixed signage or a display. In this case, when purchasing a product (e.g., peripheral device) at a retail store, it may not be possible to immediately determine whether the product's specifications (model) match those of a product owned by the user (e.g., an electrical appliance such as an air conditioner). For this reason, it is necessary to have a salesperson or a field worker (retailer) of the retail store come to the site (e.g., at home) to check, which is very time-consuming. Alternatively, when the user goes to the site by himself to check again, he may not be able to determine whether the model of the product at the site matches that of the product he is trying to purchase, and may give up on purchasing the product. Alternatively, the user may not be able to determine the condition of the product and may not be able to decide whether the product owned by the user should be replaced.

[0005] Therefore, one of the objects of the present invention is to enable users located in distant places to easily re-establish communication with each other. [Means for solving the problem]

[0006] According to one embodiment of the present invention, there is provided a call control method including: while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generating re-call identification information including call identification information corresponding to the call and app information associated with call application software, displaying the re-call identification information on the display unit of the store terminal; and, when re-call request information corresponding to the call identification information is obtained from the user terminal of the user via the call application software, displaying the avatar image on the display unit of the user terminal and setting the user terminal to a re-call possible state.

[0007] In the above call control method, when a request to send a confirmation code corresponding to user authentication of the call application software is obtained from the user terminal, a confirmation code is generated and transmitted to the user terminal, and when information transmitted from the user terminal satisfies a predetermined condition, link information for resuming the call is generated, and when the re-call request information is obtained based on the link information, the avatar image is displayed on the display unit of the user terminal to set the re-call possible state.

[0008] In the above call control method, the repeat call identification information may be a QR code.

[0009] In the above call control method, the identification information may be generated when the call-return identification information generation request information is input to the store terminal.

[0010] In the above call control method, the recall identification information may be erased after a predetermined time has elapsed after the recall identification information is displayed.

[0011] In the above call control method, the recall identification information may be erased when information associated with the recall identification information is acquired.

[0012] In the above call control method, when the user information acquired from the user terminal is stored in advance in a storage unit, the current call identification information may be associated with the past call identification information and set to a re-start call possible state.

[0013] According to one embodiment of the present invention, there is provided a program for causing a computer to execute the above-described call control method.

[0014] According to one embodiment of the present invention, a call control system is provided that includes a control unit that, while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generates re-call identification information including call identification information corresponding to the call and app information associated with call application software, displays the re-call identification information on the display unit of the store terminal, and, when re-call request information corresponding to the call identification information is obtained from the user terminal of the user via the call application software, displays the avatar image on the display unit of the user terminal and sets the user terminal to a state where a re-call is possible.

[0015] In the above call control system, when the control unit receives a request to send a confirmation code corresponding to user authentication of the call application software from the user terminal, it generates a confirmation code and sends the confirmation code to the user terminal, and when the information sent from the user terminal satisfies a predetermined condition, it generates link information for resuming the call, and when it receives the re-call request information based on the link information, it displays the avatar image on the display unit of the user terminal and sets the user terminal to the re-call possible state.

[0016] In the above call control system, the repeat call identification information may be a QR code.

[0017] In the above call control system, the control unit may generate the identification information when the call recall identification information generation request information is input to the store terminal.

[0018] In the above call control system, the control unit may erase the recall identification information after a predetermined time has elapsed after displaying the recall identification information.

[0019] In the above call control system, the control unit may erase the recall identification information when acquiring information associated with the recall identification information.

[0020] In the above call control system, when user information acquired from the user terminal is stored in advance in the memory unit, the control unit may associate the current call identification information with past call identification information and set it to a state where a call can be resumed. Effect of the Invention

[0021] According to the present invention, users located at different locations can easily re-establish communication with each other. [Brief description of the drawings]

[0022] [Figure 1] FIG. 1 is a diagram illustrating a call control system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating the hardware configuration of each device constituting the call control system according to the embodiment of the present invention. [Diagram 3] 2 is a diagram illustrating a software configuration of a control unit of a call control server according to an embodiment of the present invention. FIG. [Figure 4] FIG. 2 is a flow diagram showing a call control method of the call control system according to an embodiment of the present invention. [Diagram 5] FIG. 2 is a flow diagram showing a call control method of the call control system according to an embodiment of the present invention. [Figure 6] FIG. 2 is a flow diagram showing a call control method of the call control system according to an embodiment of the present invention. [Figure 7] FIG. 2 is a flow diagram showing a call control method of the call control system according to an embodiment of the present invention. [Figure 8] FIG. 2 is a schematic diagram showing a flow of a call control process of the call control system according to the embodiment of the present invention. [Figure 9] FIG. 2 is a schematic diagram showing a flow of a call control process of the call control system according to the embodiment of the present invention. [Figure 10] 13 is an example of a user interface displayed on a user terminal in one embodiment of the present invention. [Figure 11] 13 is an example of a user interface displayed on a user terminal in one embodiment of the present invention. [Figure 12] 13 is an example of a user interface displayed on a user terminal in one embodiment of the present invention. [Figure 13] 13 is an example of a user interface displayed on a user terminal in one embodiment of the present invention. [Figure 14] 13 is an example of a user interface displayed on a user terminal in one embodiment of the present invention. [Figure 15] FIG. 2 is a flow diagram showing call control of the call control system according to the embodiment of the present invention. [Figure 16] FIG. 2 is a flow diagram showing call control of the call control system according to the embodiment of the present invention. [Figure 17] FIG. 1 is a diagram illustrating a call control system according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0023] The following embodiments are merely examples of the present invention, and the present invention is not limited to these embodiments. In the drawings referred to in this embodiment, the same or similar reference numerals (e.g., xxA) are used for the same parts or parts having similar functions, and repeated explanations may be omitted.

[0024] First Embodiment A call control system according to a first embodiment of the present invention will be described in detail with reference to the drawings.

[0025] (1-1. Overall configuration of the call control system) 1 is a diagram illustrating a call control system 1 in a first embodiment of the present invention. The call control system 1 includes a call control server 10, a web server 30, a user terminal 40, an operator terminal 50, and a store terminal 60.

[0026] A database 15 is connected to the call control server 10. In Fig. 1, one operator terminal 50 is provided in the call control system 1, but two or more operator terminals 50 may be provided.

[0027] 1, a call control server 10, a Web server 30, a user terminal 40, an operator terminal 50, and a store terminal 60 are connected to a network 91. The network 91 is a communication network that uses a packet switching method such as the Internet. The user terminal 40 is a mobile terminal such as a smartphone that is capable of at least making calls and browsing Web pages using VoiP (Voice over Internet Protocol).

[0028] According to the call control system 1, a user can talk to an operator using an avatar image displayed on a display unit of a store terminal 60 installed in a store. In addition, by reading a QR (Quick Response) code (registered trademark) displayed on the store terminal 60 with a user terminal and inputting a call retry request, the user can talk to the operator again using the avatar image displayed on the user terminal at a location away from the store. The configuration of the call control system 1 for realizing such processing will be described below.

[0029] (1-2. Hardware configuration) FIG. 2 is a diagram illustrating the hardware configuration of each device that configures the call control system 1. As shown in FIG.

[0030] (1-2-1. Call control server 10) The call control server 10 includes a control unit 11, a storage unit 12, and a communication unit 13. The control unit 11 is an example of a computer including arithmetic processing circuits such as a CPU (Central Processing Unit), an ASIC (Application Specific Integrated Circuit), and an FPGA (Field Programmable Gate Array). The control unit 11 executes a program stored in the storage unit 12 to realize various functions in the call control server 10. In this way, the call control server 10 in the call control system 1 executes processing (call control).

[0031] The storage unit 12 includes a storage device and stores a call control program. The storage unit 12 also stores various data used when the call control program is executed. The program may be provided in a state recorded on a computer-readable recording medium such as a magnetic recording medium, an optical recording medium, a magneto-optical recording medium, or a semiconductor memory. In this case, the call control server 10 only needs to include an interface for connecting the recording medium. Here, the storage medium may be defined as a medium separate from the storage unit 12 included in the call control server 10, or may be a medium used for the storage unit 12.

[0032] The communication unit 13 includes a communication module, and connects to the network 91 under the control of the control unit 11 to transmit and receive information to and from other devices connected to the network 91. In this example, the communication unit 13 also connects to a database 15 to transmit and receive information. Call logs, user information, store information (tenant ID), case information (case ID) corresponding to calls (call contents), and the like are sequentially registered in the database 15. The communication unit 13 may be connected to the database 15 via the network 91. The information registered in the database 15 may also be stored in the storage unit 12. In this case, the database 15 may not exist.

[0033] (1-2-2. Web Server 30) The Web server 30 includes a control unit 31, a storage unit 32, and a communication unit 33. The control unit 31 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the Web server 30. As a result, the process by the Web server 30 in the call control system 1 is executed.

[0034] The storage unit 32 has a configuration basically similar to that of the storage unit 12, and the only difference is the contents of the program instructions stored therein, so a description thereof will be omitted. The communication unit 33 has a configuration basically similar to that of the communication unit 13, so a description thereof will be omitted.

[0035] (1-2-3. User terminal 40) The user terminal 40 is a terminal carried by a user. For example, a portable terminal such as a smartphone, a tablet terminal, or a notebook PC (Personal Computer) is used as the user terminal 40. The user terminal 40 is not limited to a portable terminal, and may be a desktop PC. The user terminal 40 includes a control unit 41, a storage unit 42, a communication unit 43, a display unit 44, an operation unit 45, a call unit 46, and an imaging unit 47. The control unit 41 has a basically similar configuration to the above-mentioned control unit 11, and realizes various functions in the user terminal 40. The control unit 41 executes processing in the user terminal 40 in the call control system 1.

[0036] Storage unit 42 has a configuration basically similar to storage unit 12, with the only difference being the contents of the program instructions stored therein, and therefore a description thereof will be omitted. Communication unit 43 has a configuration basically similar to communication unit 13, with the only difference being the connectable networks, and therefore a description thereof will be omitted.

[0037] The display unit 44 includes a display device whose display contents are controlled by the control unit 41. The operation unit 45 includes a touch sensor in this example, and outputs information corresponding to the position operated by the user to the control unit 41. This touch sensor is provided on the display area of ​​the display unit 44. In other words, the display unit 44 and the operation unit 45 configure a touch panel. The call unit 46 includes functions necessary for a telephone, and includes, for example, a speaker that outputs a signal supplied from the control unit 41 as sound, and a microphone that outputs an input sound signal to the control unit 41.

[0038] The imaging unit 47 captures an image of the user. A complementary metal-oxide-semiconductor (CMOS) sensor or a charge-coupled device (CCD) sensor is used for the imaging unit 47.

[0039] (1-2-4. Operator terminal 50) The operator terminal 50 is a terminal operated by an operator in a call center. The operator terminal 50 includes a control unit 51, a storage unit 52, a communication unit 53, a display unit 54, an operation unit 55, a call unit 56, and an imaging unit 57. The control unit 51 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the operator terminal 50. As a result, processing in the operator terminal 50 in the call control system 1 is executed.

[0040] Storage unit 52 has a configuration basically similar to storage unit 12, with the only difference being the contents of the program instructions stored therein, and therefore a description thereof will be omitted. Communication unit 53 has a configuration basically similar to communication unit 13, with the only difference being the connectable networks, and therefore a description thereof will be omitted.

[0041] The display unit 54 includes a display device whose display contents are controlled by the control unit 51. The operation unit 55 includes a keyboard in this example, and outputs information corresponding to a button (position) pressed by the operator's finger to the control unit 51. The call unit 56 is configured with a headset in this example. The call unit 56 includes a speaker that outputs a signal supplied from the control unit 51 as sound, and a microphone that outputs an input sound signal to the control unit 51.

[0042] The imaging unit 57 captures an image of the operator. It has a configuration basically similar to that of the imaging unit 47. The imaging unit 57 captures an image of the operator's movements to operate an avatar, and is used to analyze the operator's movements by AI in conjunction with the control unit 41 to operate the avatar.

[0043] (1-2-5. Store terminal 60) The store terminal 60 is a terminal installed in a store. The store terminal 60 includes a control unit 61, a storage unit 62, a communication unit 63, a display unit 64, an operation unit 65, a call unit 66, and an imaging unit 67. The control unit 61 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the store terminal 60. The control unit 61 executes processing in the store terminal 60 in the call control system 1.

[0044] The storage unit 62 has a configuration basically similar to that of the storage unit 12, with only the contents of the program commands stored therein being different, and therefore a description thereof will be omitted. The communication unit 63 has a configuration basically similar to that of the communication unit 13, with only the connectable networks being different, and therefore a description thereof will be omitted. The operation unit 65 has a configuration basically similar to that of the operation unit 45, with only the contents of the operations being different, and therefore a description thereof will be omitted. The call unit 66 has a configuration basically similar to that of the call unit 46, with only the contents of the calls being different, and therefore a description thereof will be omitted. The imaging unit 67 has a configuration basically similar to that of the imaging unit 47, with only the contents of the images being captured being different, and therefore a description thereof will be omitted.

[0045] The display unit 64 has a configuration basically similar to that of the display unit 44. The display unit 64 functions as a signage when not talking to a user. When talking to a user, an avatar image is displayed on the display unit 64 in place of the operator.

[0046] The store terminal 60 may further include a detection unit. In this example, the detection unit may be an infrared sensor. This makes it possible to detect that a person has approached the store terminal 60. Alternatively, the store terminal 60 may detect that a person is staying by the control unit 61 using information captured by the imaging unit 67. Alternatively, the information captured by the imaging unit 67 may be acquired by the operator terminal 50, and the operator may input to the operator terminal 50 that a person is staying, thereby detecting that a person is staying.

[0047] (1-3. Software configuration of the call control server) 3 is a diagram showing a software configuration of the control unit 11 of the call control server 10. The control unit 11 includes an acquisition unit 11a, a generation unit 11b, a determination unit 11c, a display control unit 11d, and a call control unit 11e.

[0048] The acquiring unit 11a has a function of acquiring various information from each device. In this example, the acquiring unit 11a acquires a request for generating a QR code (registered trademark), a request for reconnecting a call, a request for user authentication, and the like.

[0049] The generating unit 11b has a function of generating various information based on the information acquired by the acquiring unit. In this example, the generating unit 11b generates a QR code, a URL (also called "application information") of application software (also called "application") for making a call again, and a Uniform Resource Locator (URL) (also called "link information") for making a call again.

[0050] The determination unit 11c has a function of determining whether the acquired information satisfies a predetermined condition. In this example, the determination unit 11c determines whether the code information acquired from the user terminal 40 as user authentication matches the code information generated by the generation unit.

[0051] Display control unit 11d has a function of controlling the display of avatar images on each device.

[0052] The call control unit 11e has a function of controlling calls between a user and an operator via the store terminal 60 or the user terminal 40.

[0053] (1-4. Call control processing) Next, the call control realized in the call control system in the first embodiment of the present invention will be described. Figures 4 to 7 are flow diagrams showing a call control method of the call control system 1 in this embodiment. Figures 8 to 9 are schematic diagrams showing the flow of the call control process. Figures 10 to 14 are examples of user interfaces.

[0054] (1-4-1. Calling an operator using a store terminal) First, the user moves in front of the store terminal 60 (see FIG. 8). At this time, an avatar image is displayed on the display unit 64 of the store terminal 60 (step S101). Note that an advertisement may be displayed on the display unit 64 of the store terminal 60 until the user approaches the store terminal 60. When the user touches a part (e.g., a call request button) of the operation unit 65 (display unit 64) of the store terminal 60, a call request is input (step S103).

[0055] As a result, the store terminal 60 transmits call request information to the call control server 10 (step S105), and the call control server 10 receives (acquires) the call request (step S107). Upon receiving the call request, the call control server 10 generates call instruction information (step S109) and transmits it to the operator terminal 50 (step S111). At this time, the operator terminal 50 accessing the application software on the call control server 10 detects (acquires) the call instruction (step S113). The operator using the operator terminal 50 that detected the call instruction inputs call start information (step S115), and a call is made between the user (store terminal 60) and the operator (operator terminal 50) (step S117). At this time, the call control server 10 may generate a call record (call log data) and store it in the database 15 (step S119).

[0056] (1-4-2. Scan the QR code and download the call recall app) Next, when the user has a matter that the operator needs to confirm (a demand for take-out) during the call, the user inputs a QR code generation request for making a call again to the store terminal 60 (step S201). For example, the QR code generation request may be input by pressing a call request again button (also called an "avatar take-out button") displayed on the display unit 64 of the store terminal 60. The QR code generation request is transmitted to the call control server 10 (step S203). The call control server 10 generates a QR code based on the QR code generation request (step S205) and instructs the server to display it. The generated QR code is transmitted to the store terminal 60 (step S207). The QR code 100 (also called call-return identification information) is displayed on the display unit 64 of the store terminal 60 (step S209).

[0057] The QR code 100 includes the store name (tenant ID), information (also called case ID or call identification information) corresponding to the call (contents) (specifically, the title of the call), and a web address (information associated with the call application software, also called "app information") for accessing the user terminal 40 with WEB application software (also called "avatar takeaway app") for re-calling (resuming the call). The title may be entered by an operator or extracted from a call log by machine learning.

[0058] The user reads the QR code 100 displayed on the display unit 64 of the store terminal 60 with the user terminal 40 (step S211, Figs. 9 and 10). When the QR code is read and the URL displayed on the display unit 44 of the user terminal 40 is entered, a request to access the page of the avatar takeaway application on the WEB server 30 is sent (step S213), and the page is accessed (step S215). The WEB server 30 sends information about the WEB application (step S217), and the avatar takeaway application is displayed on the user terminal 40 (step S219).

[0059] At this time, as shown in Fig. 11, a user information input screen 200 for user authentication in the avatar take-home app is displayed on the display unit of the user terminal 40. A tenant name (tenant ID) 210, a title name (case ID) 220, an email address input section 230, a phone number input section 240, and a confirmation code send button 250 are displayed on the user information input screen 200. The user inputs an email address and / or phone number into the user terminal 40 and presses the confirmation code send button 250. At this time, a confirmation code transmission request is input (step S221). When the user information and the confirmation code transmission request are input into the user terminal 40, the user information and the confirmation code request are transmitted to the WEB server 30 (step S223).

[0060] When the WEB server 30 acquires the user information and the confirmation code transmission request (step S225), the WEB server 30 generates a confirmation code based on the confirmation code transmission request (step S229) and transmits the confirmation code to the user terminal 40 (step S231). At this time, a confirmation code input screen 300 of the avatar takeaway application is displayed on the display unit 44 of the user terminal 40 (FIG. 12). As shown in FIG. 12, the confirmation code input screen 300 displays a tenant name (tenant ID) 310, a title name (case ID) 320, a confirmation code input section 330, and a confirmation code authentication button 340. The user inputs the confirmation code transmitted to the user terminal 40 into the confirmation code input section 330 (step S233, FIG. 12) and presses the confirmation code authentication button 340 at the bottom of the screen (FIG. 12). The input information (confirmation code) is transmitted to the call control server 10 (step S235), and the call control server 10 acquires the information (confirmation code) (step S237). At this time, the call control server 10 executes a user authentication process (step S239). This authenticates the user's identification information (user ID). When the user authentication is completed, the call control server 10 generates link information (step S241) and transmits the link information to the user terminal 40 (step S243). The user terminal 40 acquires the link information (step S243). This causes the call re-attempt setting screen 400 to be displayed (FIG. 13). At this time, a call re-attempt possible state is set. Note that the user authentication is not limited to a phone number or email address, and other information may be input.

[0061] (1-4-3. Reconnecting to an operator using a user terminal) The call re-attempt setting screen 400 of the user terminal 40 displays a tenant name (tenant ID) 410, a title name (case ID) 420, a guide display 430 of "Do you want to start the call?", and an avatar call button 440 (step S301). When the user presses the avatar call button 440, a call re-attempt request corresponding to the case ID associated with the link information is input (step S303). The call re-attempt request is transmitted to the call control server 10 (step S305).

[0062] When the call control server 10 acquires the call re-attempt request (step S307), it generates call re-attempt instruction information (step S309). The call re-attempt instruction information (also called "incoming call notification") is transmitted to the operator terminal 50 (step S311). When there are multiple operator terminals 50, the operator terminal 50 that can accept the call instruction information may acquire the call re-attempt instruction information (step S313). The call control server 10 also generates avatar display instruction information (step S317) and transmits it to the user terminal (step S319). When the avatar image display instruction information is acquired, the user terminal 40 displays the avatar image 500 on the display unit 44 (step S321) (FIG. 14). Through these processes, a call re-attempt possible state is set, and a call re-attempt is made between the user and the operator via the user terminal while the avatar image is displayed on the display unit 44 of the user terminal 40 (step S323). At this time, the case ID and the tenant ID may be displayed on the operator terminal 50 in response to a display instruction from the call control server 10, and information on the previous call may also be displayed. With the above, the call control method in this embodiment is completed.

[0063] By using this embodiment, even if the person in charge (operator) who actually served the customer at the store does not go to the store, the person in charge can understand whether the specifications of the product the person in charge is considering purchasing match the specifications of the product the user owns, and the product can be purchased with confidence. In addition, since the person in charge can understand the condition of the product, the person in charge can determine whether the product should be replaced. In other words, by using this embodiment, the user and the person in charge (operator) located at a distant location can easily talk to each other again and communicate with each other.

[0064] <Second embodiment> In this embodiment, a method for erasing a displayed QR code will be described.

[0065] Fig. 15 is a flow chart showing a method for displaying a displayed QR code. As shown in Fig. 15, when the call control server 10 instructs the store terminal 60 to display a QR code (step S2091), it acquires the display start time (step S2093). Next, the call control server 10 judges whether a predetermined time has passed since the display start (in this example, 3 minutes after the display start) (step S2095). If the predetermined time has not passed (step S2095; No), this process is looped.

[0066] When it is determined that the predetermined time has elapsed (step S2095; Yes), the call control server 10 instructs the store terminal 60 to erase the QR code.

[0067] By using this embodiment, it is possible to prevent the QR code from being used by others, and to restrict access to the call re-attempt between the user and the operator.

[0068] In this embodiment, the QR code is erased after a predetermined time has elapsed, but the present invention is not limited to this. For example, the QR code may be erased when the user presses (inputs) a part of the store terminal 60 (for example, the part where the QR code is displayed), or the QR code may be erased when the user moves a predetermined distance away from the store terminal (when the sensor detects that no person is near the store terminal 60). This allows the QR code to be displayed at the timing when the user wants to erase it.

[0069] <Third embodiment> In this embodiment, the user authentication process will be described in more detail with reference to FIG 16. The user authentication process is shown in FIG.

[0070] First, the call control server 10 judges whether the acquired information matches the confirmation code (step S2391). At this time, if the confirmation code transmitted to the user terminal 40 does not match the information (confirmation code) acquired by the call control server 10 (step S2392; No), the user authentication is rejected (step S2394), and the authentication process ends.

[0071] If the transmitted confirmation code matches the information (confirmation code) acquired by the call control server 10 (step S2392; Yes), the call control server 10 executes a user authentication process (step S2393). Furthermore, the call control server 10 determines whether the currently acquired user ID has already been acquired (registered) in the database 15 (step S2395).

[0072] At this time, if the user ID is already registered (if the user has spoken to an operator in the past) (step S2395; Yes), the past call log (also called call history or past call identification information) is extracted, and the current call log (current call identification information) is associated with the past call log, and the call is set to a resumption possible state. This allows the call to be resumed using the past call log.

[0073] <Fourth embodiment> In the first embodiment of the present invention, an example of calling via the Internet has been described, but in this embodiment, an example of calling using a telephone line will be described.

[0074] 17 is a diagram illustrating a call control system 1A in this embodiment. The call control system 1A includes a call control server 10, a call center CC, a web server 30, a user terminal 40, and a store terminal 60.

[0075] The call center CC includes a call center server 20, a database 25, and an operator terminal 50. Although one operator terminal 50 is provided in Fig. 17, two or more operator terminals 50 may be provided. The call center server 20 may include a control unit, a storage unit, and a communication unit, and the hardware configurations thereof may be the same as those of the call control server 10.

[0076] 17, two networks 91 and 93 are shown. The network 93 is a Public Switched Telephone Network (PSTN) that uses a circuit switching system such as telephone lines. In the present embodiment, the network 91 is used for communication using a web browser, and the network 93 is used for communication by telephone.

[0077] The call center CC may be provided with an internal telephone network and a LAN (Local Area Network) (not shown). In the call center CC, the telephone line used for the operator terminal 50 may be controlled by a PBX (Private Branch Exchange) (not shown). A call history (call log) between the user terminal and the operator terminal may be stored in a database 25.

[0078] <Modification> The present disclosure is not limited to the above-described embodiment, and includes various other modified examples. For example, the above-described embodiment has been described in detail to clearly explain the present disclosure, and is not necessarily limited to those having all the configurations described. In addition, a part of the configuration of one embodiment may be replaced with the configuration of another embodiment, and it is also possible to add the configuration of another embodiment to the configuration of one embodiment. In addition, it is possible to add, delete, or replace other configurations with respect to a part of the configuration of each embodiment. Some modified examples will be described below. Note that the example of modifying the first embodiment can also be applied as an example of modifying other embodiments.

[0079] The call recall URL generated in the first embodiment of the present invention may be invalidated based on a predetermined condition. For example, the call recall URL may be invalidated one week after it is generated.

[0080] In the first embodiment of the present invention, an example in which a QR code is displayed has been described, but the present invention is not limited to this. For example, a keyword or a URL may be displayed in addition to the QR code. Alternatively, a case ID or a tenant ID may be displayed.

[0081] In the first embodiment of the present invention, the user inputs a QR code generation request for making a re-call to the store terminal 60, and the call control server 10 generates a QR code based on the QR code generation request, but the present invention is not limited to this. The operator may input a QR code generation request for making a re-call to the operator terminal 50, and the call control server 10 may generate a QR code.

[0082] In addition, in the embodiment of the present invention, an example has been shown in which the QR code includes a case ID, a tenant ID, and a web address for accessing application software for making a call again from the user terminal 40, but the present invention is not limited to this. For example, the QR code may include a user ID. This allows a call to be made while reflecting the contents of the user's previous call.

[0083] In the first embodiment of the present invention, an example was shown in which a call request was input by touching a part (a call request button) of the store terminal 60, but the present invention is not limited to this. For example, the user may operate an operation unit of the store terminal, or a detection unit may detect the user when the user approaches within a predetermined distance, and a call request may be input.

[0084] In addition, in the embodiment of the present invention, an example in which a user and a retailer communicate with each other is shown, but the present invention is not limited to this. In addition to a retailer, the user may be a beauty consultant or a general user. For example, the user may talk to an avatar image (operator) displayed on a display unit of a desktop PC, and then the avatar image may be displayed on a smartphone to resume the conversation.

[0085] In the above-described embodiment, the functions of the servers constituting the call control system may be realized by a plurality of servers working together. The functions of the servers may be integrated into one server. For example, the Web server 30 and the call control server 10 may be implemented by the same server. The Web server 30 and the call center server 20 in the fourth embodiment of the present invention are preferably implemented as separate servers for security reasons due to the difference in the types of data they handle, but they may be integrated into one server by using separate databases or by classifying them as internal processes. Some of the server functions may be implemented on the terminal side, and some of the terminal functions may be implemented on the server side.

[0086] In the first embodiment of the present invention, an example in which a WEB application is accessed is shown, but the present invention is not limited to this. Call re-attempt processing may be performed by installing call re-attempt application software in the user terminal 40. [Explanation of symbols]

[0087] 1 Call control system, 10 Call control server, 11 Control unit, 11a Acquisition unit, 11b Generation unit, 11c Determination unit, 11d Display control unit, 11e Call control unit, 12 Storage unit, 13 Communication unit, 15 Database, 20 Call center server, 25 Database, 30 Web server, 31 Control unit, 32 Storage unit, 33 Communication unit 40 ···User terminal, 41 ···Control unit, 42 ···Storage unit, 43 ···Communication unit, 44 ···Display unit, 45 ···Operation unit, 46 ···Intercom unit, 47 ···Imaging unit, 50 ···Operator terminal, 51 ···Control unit, 52 ···Storage unit, 53 ···Communication unit, 54 ···Display unit, 55 ···Operation unit, 56 ···Intercom unit, 57 ···Imaging unit, 60 ···Store terminal, 61 ···Control unit, 62 ···Storage unit, 6 3···Communication unit, 64··Display unit, 65··Operation unit, 66···Intercom unit, 67··Image capture unit, 91··Network, 93··Network, 100··QR code, 200··User information input screen, 210··Tenant name (tenant ID), 220··Title name (case ID), 230··Email address input section, 240··Telephone number input section, 250··Confirmation code sending button Button, 300...Confirmation code input screen, 310...Tenant name (tenant ID), 320...Title name (case ID), 330...Confirmation code input section, 340...Confirmation code authentication button, 400...Recall setting screen, 410...Tenant name (tenant ID), 420...Title name (case ID), 430...Guidance display, 440...Avatar call button, 500...Avatar image

Claims

1. When an avatar image is displayed on a display unit of a store terminal and a user is talking to the store terminal via the store terminal, Generate a repeat call identification information including call identification information corresponding to the content of the call and application information associated with the call application software; displaying the call-return identification information on the display unit of the store terminal; and when re-call request information corresponding to the call identification information is acquired from the user terminal of the user via the call application software, displaying the avatar image on a display unit of the user terminal and setting the user terminal to a state in which the re-call is possible. Call control methods.

2. generating a confirmation code when receiving a confirmation code transmission request corresponding to user authentication of the call application software from the user terminal; Transmitting the verification code to the user terminal; generating link information for resuming the call when the information transmitted from the user terminal satisfies a predetermined condition; when the call resumption request information is acquired based on the link information, the avatar image is displayed on a display unit of the user terminal, and the call resumption request information is set to the call resumption enabled state. The call control method according to claim 1 .

3. The repeat call identification information is a QR code. The call control method according to claim 1 .

4. generating the repeat call identification information when the repeat call identification information generation request information is input to the store terminal; The call control method according to claim 1 .

5. After displaying the call-return identification information, the call-return identification information is erased after a predetermined time has elapsed. The call control method according to claim 1 .

6. erasing the repeat call identification information when information associated with the repeat call identification information is obtained; The call control method according to claim 1 .

7. When the user information acquired from the user terminal is stored in advance in a storage unit, the current call identification information is associated with the past call identification information, and the state is set to a state in which a call can be resumed. The call control method according to claim 1 .

8. On the computer, 8. Executing the call control method according to any one of claims 1 to 7, program.

9. When an avatar image is displayed on a display unit of a store terminal and a user is talking to the store terminal via the store terminal, Generate a repeat call identification information including call identification information corresponding to the content of the call and application information associated with the call application software; displaying the call-return identification information on the display unit of the store terminal; a control unit that, when receiving re-call request information corresponding to the call identification information from the user terminal of the user via the call application software, displays the avatar image on a display unit of the user terminal and sets the user terminal to a re-call available state; Call control system.

10. The control unit is generating a confirmation code when receiving a confirmation code transmission request corresponding to user authentication of the call application software from the user terminal; Transmitting the verification code to the user terminal; generating link information for resuming the call when the information transmitted from the user terminal satisfies a predetermined condition; when the call resumption request information is acquired based on the link information, the avatar image is displayed on a display unit of the user terminal, and the call resumption request information is set to the call resumption enabled state. The call control system of claim 9.

11. The repeat call identification information is a QR code. The call control system of claim 9.

12. The control unit is generating the repeat call identification information when the repeat call identification information generation request information is input to the store terminal; The call control system of claim 9.

13. The control unit is After displaying the call-return identification information, the call-return identification information is erased after a predetermined time has elapsed. The call control system of claim 9.

14. The control unit is erasing the repeat call identification information when information associated with the repeat call identification information is obtained; The call control system of claim 9.

15. The control unit is When the user information acquired from the user terminal is stored in advance in a storage unit, the current call identification information is associated with the past call identification information, and the state is set to a state in which a call can be resumed. The call control system of claim 9.

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