Program, method, information processor, and system

Abstract

To solve the problem in impossibility of transmitting additional information on a telephone call to a telephone call destination.SOLUTION: A program makes a first user terminal comprising a processor, a storage section, and a code reader process information on a conversation. The processor executes: a URL identification step of the code reader reading a two-dimensional code to identify a predetermined URL on the basis of the two-dimensional code; a call origination step of performing call origination to a predetermined call origination destination associated with the predetermined URL identified in the URL identification step; and a transmission step of transmitting additional information not including voice information on a telephone call of a first user of the first user terminal on the basis of the predetermined URL identified in the URL identification step.SELECTED DRAWING: Figure 13

Description

Technical Field

[0001] The present disclosure relates to a program, a method, an information processing apparatus, and a system.

Background Art

[0002] Online call services are known. Patent Document 1 discloses a technique of establishing a call through web content.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] There is a problem that additional information regarding a call cannot be transmitted to a call destination. Therefore, the present disclosure has been made to solve the above problems, and an object thereof is to provide a technique for transmitting a call to a predetermined call destination and transmitting additional information regarding the call to the call destination.

Means for Solving the Problems

[0005] A program for causing a first user terminal including a processor, a storage unit, and a code reader to process information regarding a dialogue, wherein the processor reads a two-dimensional code by the code reader and specifies a predetermined URL based on the two-dimensional code; a transmission step of transmitting a call to a predetermined call destination associated with the predetermined URL specified in the URL specifying step; and a transmission step of transmitting additional information not including voice information regarding a call of a first user of the first user terminal based on the predetermined URL specified in the URL specifying step.

Effects of the Invention

[0006] According to the present disclosure, it is possible to make a call to a predetermined destination and transmit additional information related to the call to the destination.

Brief Description of the Drawings

[0007]

Figure 1

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Modes for Carrying Out the Invention

[0008] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. In all the drawings for describing the embodiments, the same reference numerals are given to common components, and redundant descriptions are omitted. Note that the following embodiments do not unduly limit the content of the present disclosure described in the claims. Also, not all of the components shown in the embodiments are essential components of the present disclosure. Further, each drawing is a schematic diagram and is not necessarily drawn precisely.

[0009] <Configuration of System 1> System 1 in the present disclosure is an information processing system that provides an information processing service for efficiently managing inquiries from customers by phone or the like. System 1 includes information processing devices of server 10, first user terminal 20, second user terminal 30, voice server (PBX) 50, and CRM system 60, which are connected via network N. FIG. 1 is a block diagram showing the functional configuration of System 1. FIG. 2 is a block diagram showing the functional configuration of server 10. FIG. 3 is a block diagram showing the functional configuration of first user terminal 20. FIG. 4 is a block diagram showing the functional configuration of second user terminal 30.

[0010] Each information processing device is composed of a computer including an arithmetic device and a storage device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by the hardware configuration will be described later. For each of server 10, first user terminal 20, second user terminal 30, voice server (PBX) 50, and CRM system 60, descriptions overlapping with the basic hardware configuration of the computer and the basic functional configuration of the computer described later are omitted.

[0011] <Configuration of Server 10> Server 10 is an information processing device that provides an information processing service for executing predetermined information processing in response to inquiries from customers by phone or the like. The server 10 in the present disclosure is an information processing apparatus that provides an online dialogue service (online interactive service) conducted online between a first user who is an operator and a second user who is a customer. Note that the server 10 in the present disclosure may also be capable of providing an interactive service conducted online among three or more users including a plurality of operators and a plurality of customers. Note that a customer does not necessarily have to be a user of the information processing service according to the present disclosure. The server 10 includes a storage unit 101 and a control unit 104.

[0012] <Configuration of the storage unit 101 of the server 10> The storage unit 101 of the server 10 includes an application program 1011, a user table 1012, a group table 1013, an interaction table 1014, a label table 1015, an audio section table 1016, a code table 1021, and a contact table 1022.

[0013] The application program 1011 is a program for causing the control unit 104 of the server 10 to function as each functional unit. The application program 1011 includes applications such as a web browser application.

[0014] The user table 1012 is a table that stores and manages user information. By registering for use of the service, the information of the user is stored in a new record in the user table 1012. As a result, the user can use the service according to the present disclosure. In the present disclosure, The user table 1012 is a table having columns of user ID, group ID, user name, and user attribute with the user ID as the primary key. FIG. 5 is a diagram showing the data structure of the user table 1012.

[0015] The user ID is an item that stores user identification information for identifying a user. The user identification information is an item for which a unique value is set for each user. The group ID is an item that stores group identification information for identifying a group. By storing one or more pieces of group identification information for each user, it is expressed that the user belongs to one or more groups. The user name is an item that stores the user's name. The user name may be set to any string such as a nickname instead of the real name. The user attribute is an item that stores attribute information about the user. Specifically, the user attributes include the user's name, age, date of birth, contact information (phone number, email address, chat ID, etc.), address, gender, registration date, and last login date and time. In addition, the user attributes may include the group attributes of the groups to which the user belongs. Also, the user attributes may include the user's customer information. For example, the customer information may include the user's transaction history (purchased products, types of services, quantity, price), payment methods (credit card, bank transfer, etc.), return and claim history, service usage history (usage frequency, usage time zone, etc.), favorite product categories and brands, hobbies and interests, actions on websites and apps, activities on social media, occupation, education level, family composition, interaction records with customer service, feedback and questionnaire responses, and other information.

[0016] The group table 1013 is a table that stores and manages information (group information) about the groups to which the user belongs. The groups include any groups such as companies, corporations, corporate groups, circles, various organizations, etc. The groups may be defined for more detailed subgroups such as company departments (sales department, general affairs department, customer support department). The group table 1013 is a table that has columns for the group ID, group name, and group attributes, with the group ID as the primary key. Figure 6 is a diagram showing the data structure of the group table 1013.

[0017] The group ID is an item that stores group identification information for identifying a group. The group identification information is an item for which a unique value is set for each group information. The group name is an item that stores the name of the group. Any string can be set as the group name. The group attribute is an item that stores information regarding attributes of a group, such as group type (company, corporate group, other organization, etc.), industry type (real estate, finance, etc.).

[0018] The dialogue table 1014 is a table for storing and managing information (dialogue information) related to the dialogue conducted between a user and a customer. The dialogue table 1014 is a table having columns of dialogue ID, user ID, customer ID, dialogue category, send / receive type, voice data, video data, and inquiry data, with the dialogue ID as the primary key. Figure 7 is a diagram showing the data structure of the dialogue table 1014.

[0019] The dialogue ID is an item that stores dialogue identification information for identifying a dialogue. The dialogue identification information is an item for which a unique value is set for each dialogue information. The user ID is an item that stores user identification information for identifying a user in the dialogue conducted between a user and a customer. Multiple user IDs may be associated for each dialogue information. The customer ID is an item that stores user identification information for identifying a customer in the dialogue conducted between a user and a customer. Multiple customer user IDs may be associated for each dialogue information. The dialogue category is an item that stores the type (category) of the dialogue conducted between a user and a customer. The dialogue data is classified by the dialogue category. Values such as telephone user, telemarketing, customer support, technical support, etc. are stored in the dialogue category according to the purpose of the dialogue conducted between a user and a customer. The transmission / reception type is an item that stores information for distinguishing whether the conversation between the user and the customer is an outbound one initiated by the user or an inbound one received by the user. Also, in the case of a conversation among three or more users, the transmission / reception type of "room" is stored. The voice data is an item that stores the voice data collected by the microphone. It may also store reference information (path) to a voice data file located elsewhere. The format of the voice data may be any data format such as AAC, ATRAC, mp3, mp4, etc. The voice data may be data in a format where identifiers that can independently identify the user's voice and the customer's voice are set respectively. In this case, the control unit 104 of the server 10 can execute independent analysis processes for the user's voice and the customer's voice respectively. Also, based on the voice data of the user and the customer, the user ID and the customer ID can be specified. In the present disclosure, instead of voice data, video data including voice information may be used. Also, the voice data in the present disclosure includes the voice data included in the video data. The video data is an item that stores the video data captured by a camera or the like. It may also store reference information (path) to a video data file located elsewhere. The format of the video data may be any data format such as MP4, MOV, WMV, AVI, AVCHD, etc. The video data may be data in a format where identifiers that can independently identify the user's video and the customer's video are set respectively. In this case, the control unit 104 of the server 10 can execute independent analysis processes for the user's video and the customer's video respectively. Also, based on the video data of the user and the customer, the user ID and the customer ID can be specified. The inquiry data is an item that stores information about the customer in the conversation with the customer. Specifically, the inquiry data includes the customer's user attributes, the first user data stored in the customer's first user terminal, the input information (generated information) input by the customer through input operations on the first user terminal, the additional data embedded in the two-dimensional code read by the customer on the first user terminal, and the like.

[0020] The label table 1015 is a table for storing and managing information related to labels (label information). The label table 1015 is a table having columns for the dialogue ID and label data. Figure 8 is a diagram showing the data structure of the label table 1015.

[0021] The dialogue ID is an item for storing dialogue identification information for identifying a dialogue. The label data is an item for storing label information for managing a dialogue. The label information is additional information for managing dialogue information, such as a classification name, a label, a classification label, a tag, and the like. The label data may be a character string indicating the name of the label information, or may be a label ID or the like for referring to the name of the label information stored in another table. The label data includes classification information corresponding to the emotional state of the speaker in a specific dialogue. The classification data includes classification information for classifying the goodness or badness of the speaker's response in a specific dialogue.

[0022] The voice section table 1016 is a table for storing and managing information related to a plurality of voice sections included in the dialogue information (voice section information). The voice section table 1016 is a table having columns for the section ID, dialogue ID, speaker ID, start date and time, end date and time, section voice data, section video data, and section read-up text, with the section ID as the primary key. Figure 9 is a diagram showing the data structure of the voice section table 1016.

[0023] The section ID is an item that stores section identification information for identifying voice sections. The section identification information is an item for which a unique value is set for each voice section information. The dialogue ID is an item that stores dialogue identification information for identifying the dialogue to which the voice section information is associated. The speaker ID is an item that stores speaker identification information for identifying the speaker to which the voice section information is associated. Specifically, the speaker ID is an item that stores a plurality of user IDs and customer IDs that participated in the dialogue. The start date and time is an item that stores the start date and time of the voice section and video section. The end date and time is an item that stores the end date and time of the voice section and video section. The section voice data is an item that stores the voice data included in the voice section. It may also store reference information (path) to a voice data file placed in another location. Further, it may store a reference to the voice data in the period from the start date and time to the end date and time of the voice data in the dialogue table 1014 based on the start date and time and end date and time. Also, the section voice data may include the voice data included in the section video data. The format of the voice data may be any data format such as AAC, ATRAC, mp3, mp4, etc. The section video data is an item that stores the video data included in the voice section. It may also store reference information (path) to a video data file placed in another location. Further, it may store a reference to the video data in the period from the start date and time to the end date and time of the video data in the dialogue table 1014 based on the start date and time and end date and time. The format of the video data may be any data format such as MP4, MOV, WMV, AVI, AVCHD, etc. The section read-up text is an item that stores the text information of the content uttered by the speaker in the section voice data included in the voice section. Specifically, the section read-up text may be generated by using a learning model such as manual, arbitrary machine learning, deep learning, etc. based on the section voice data and section video data.

[0024] The code table 1021 is a table for storing and managing information related to codes (code information). In particular, in the present disclosure, a two-dimensional code is described as an example of a code. The code table 1021 is a table having columns of a code ID, code image data, a URL, and additional data, with the code ID as the primary key. FIG. 10 is a diagram showing the data structure of the code table 1021. Note that the code image data included in the code table 1021

[0025] The code ID is an item for storing code identification information for identifying a code. The code identification information is an item for which a unique value is set for each code information. The code image data is an item for storing a two-dimensional code generated based on the strings of the URL and additional data. The two-dimensional code includes a barcode, a QR code (registered trademark), etc. In the present disclosure, a QR code (registered trademark) is described as an example of a two-dimensional code as an example, but it is not limited thereto. The URL and additional data are embedded in the QR code (registered trademark) by a known encoding method. Various methods for generating a QR code (registered trademark) are known and will not be described in the present disclosure. The format of the code image data may be any data format such as jpeg, png, bmp, tiff, gif, eps, svg. The URL is an item for storing a URL string (abbreviated as URL). The URL may include a link to a shortened URL for transferring the received URL to a predetermined other URL. The additional data is an item for storing additional information to be embedded in the two-dimensional code. Specifically, the additional data includes information for specifying the location or medium where the two-dimensional code is pasted, the period during which the two-dimensional code can be used, etc. Note that the code image data can be appropriately downloaded from the server 10. The downloaded code image data can be used by pasting it at a predetermined location. For example, when a two-dimensional code is attached to a hotel room or the like, the additional data includes a character string indicating the room number of the hotel room. For example, when a two-dimensional code is attached to a magazine, advertisement, or the like, the additional data includes a character string indicating the magazine, advertisement, or the like. Thereby, for example, according to the invention according to the present disclosure, it can be utilized for measuring the response of advertisements and the like. For example, when a two-dimensional code is attached to a product or the like, the additional data includes the manufacturing date, model number, and serial number of the product or the like. Further, the error code output by the product or the like may include a two-dimensional code. In that case, the additional data may include an error code for specifying the error. In addition, the additional data may include the date and time (generation date and time) when the two-dimensional code was generated.

[0026] The contact table 1022 is a table for storing and managing information related to contacts (contact information). Note that in the contact table 1022, transmission information such as the transmission source number for transmitting at the URL associated with the two-dimensional code may be included. The contact table 1022 is a table having columns for a URL, contact data, and unique data. FIG. 11 is a diagram showing the data structure of the contact table 1022.

[0027] The URL is an item for storing a URL character string (abbreviated as URL). The contact data is an item for storing contacts stored in association with the URL. In the present disclosure, an example in which a telephone number is stored will be described as an example. Specifically, the contact data stores the telephone number of a call center or the like. In the present disclosure, the two-dimensional code of the code table 1021 and the contact data are stored in association with each other using the URL as a key. The unique data is an item for storing unique information related to contacts. The unique data includes information for generating the content of the web page displayed on the user terminal when the web page related to the URL is opened using the user terminal. Specifically, the proprietary data includes information such as the organization, company, industry type to which the contact belongs, the type and name of the call center, etc. The proprietary data includes information such as the operating hours of the call center, holidays, languages in which services are provided, products, service-related information, FAQs, campaign and promotion information, the specialized fields of operators, waiting times and reservation information, links to online manuals and tutorials, etc.

[0028] <Configuration of Control Unit 104 of Server 10> The control unit 104 of the server 10 includes a user registration control unit 1041. The control unit 104 realizes each functional unit by executing the application program 1011 stored in the storage unit 101.

[0029] The user registration control unit 1041 performs a process of storing information of a user who wishes to use the service according to the present disclosure in the user table 1012. The information stored in the user table 1012 is such that the user opens a web page or the like operated by the service provider from an arbitrary information processing terminal, inputs information into a predetermined input form, and transmits it to the server 10. The user registration control unit 1041 stores the received information in a new record of the user table 1012, and the user registration is completed. Thereby, the user stored in the user table 1012 can use the service. Prior to the registration of user information by the user registration control unit 1041 in the user table 1012, the service provider may perform a predetermined review to restrict the availability of the service by the user. The user ID may be any string or number that can identify the user, any string or number desired by the user, or the user registration control unit 1041 may automatically set any string or number.

[0030] <Configuration of First User Terminal 20> The first user terminal 20 is an information processing device operated by a user who uses the service. The first user terminal 20 may be, for example, a desktop PC (Personal Computer), a laptop PC, a mobile terminal such as a smartphone or a tablet, or a wearable terminal such as an HMD (Head Mount Display) or a wristwatch-type terminal. The first user terminal 20 includes a storage unit 201, a control unit 204, an input device 206, and an output device 208.

[0031] <Configuration of the storage unit 201 of the first user terminal 20> The storage unit 201 of the first user terminal 20 includes a first user ID 2011, an application program 2012, and first user data 2021.

[0032] The first user ID 2011 stores the user identification information of the operator. The operator transmits the first user ID 2011 from the first user terminal 20 to the voice server (PBX) 60. The voice server (PBX) 60 identifies the operator based on the first user ID 2011 and provides the service according to the present disclosure to the operator. Note that the first user ID 2011 includes information such as a session ID temporarily assigned from the voice server (PBX) 60 when identifying the operator using the first user terminal 20.

[0033] The application program 2012 may be stored in advance in the storage unit 201, or may be configured to be downloaded from a web server or the like operated by a service provider via a communication IF. The application program 2012 includes applications such as a web browser application. The application program 2012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on the web browser application stored in the first user terminal 20.

[0034] The first user data 2021 stores information about the first user. Specifically, the first user data 2021 may include the name, age, date of birth, contact information (phone number, email address, chat ID, etc.), address, gender, registration date, and last login date and time of the first user. The first user data 2021 may also include location information and coordinate information obtained by the location information sensor 2063 (such as GPS) of the first user terminal. The first user data 2021 may include personal information such as membership numbers and insurance card numbers. In addition, the first user data 2021 may include information about the first user such as the first user's transaction history (purchased goods, types of services, quantity, price), payment methods (credit card, bank transfer, etc.), return and claim history, service usage history (usage frequency, usage time zone, etc.), favorite product categories and brands, hobbies and interests, actions on websites and apps, activities on social media, occupation, education level, family composition, interaction records with customer service, feedback and questionnaire responses.

[0035] <Configuration of the control unit 204 of the first user terminal 20> The control unit 204 of the first user terminal 20 includes an input control unit 2041 and an output control unit 2042. The control unit 204 realizes each functional unit by executing the application program 2012 stored in the storage unit 201.

[0036] <Configuration of the input device 206 of the first user terminal 20> The input device 206 of the first user terminal 20 includes a camera 2061, a microphone 2062, a location information sensor 2063, a motion sensor 2064, and a keyboard 2065.

[0037] <Configuration of the output device 208 of the first user terminal 20> The output device 208 of the first user terminal 20 includes a display 2081 and a speaker 2082.

[0038] <Configuration of the second user terminal 30> The second user terminal 30 is an information processing device operated by a customer who uses the service. The second user terminal 30 may be, for example, a mobile terminal such as a smartphone or a tablet, or a stationary PC (Personal Computer) or a laptop PC. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch-type terminal. The second user terminal 30 includes a storage unit 301, a control unit 304, an input device 306, and an output device 308.

[0039] <Configuration of the storage unit 301 of the second user terminal 30> The storage unit 301 of the second user terminal 30 includes an application program 3012 and a telephone number 3013.

[0040] The application program 3012 may be pre-stored in the storage unit 301, or may be configured to be downloaded from a web server or the like operated by a service provider via a communication IF. The application program 3012 includes an application such as a web browser application. The application program 3012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on a web browser application stored in the second user terminal 30.

[0041] <Configuration of the control unit 304 of the second user terminal 30> The control unit 304 of the second user terminal 30 includes an input control unit 3041 and an output control unit 3042. The control unit 304 realizes each functional unit by executing the application program 3012 stored in the storage unit 301.

[0042] <Configuration of the input device 306 of the second user terminal 30> The input device 306 of the second user terminal 30 includes a camera 3061, a microphone 3062, a position information sensor 3063, a motion sensor 3064, and a touch device 3065.

[0043] <Configuration of the output device 308 of the second user terminal 30> The output device 308 of the second user terminal 30 includes a display 3081 and a speaker 3082.

[0044] <Configuration of the voice server (PBX) 50> The voice server (PBX) 50 is an information processing device that functions as a switch that enables conversation between the first user terminal 20 and the second user terminal 30 by connecting the network N and the telephone network T to each other. The voice server (PBX) 50 includes a storage unit 501.

[0045] <Configuration of the storage unit 501 of the voice server (PBX) 50> The storage unit 501 of the voice server (PBX) 50 includes an application program 5011.

[0046] The application program 5011 is a program for causing the control unit 504 of the voice server (PBX) 50 to function as each functional unit. The application program 5011 includes applications such as a web browser application.

[0047] <Configuration of the CRM system 60> The CRM system 60 is an information processing device operated by a business other than the conversation service provider according to the present disclosure. The CRM system 60 is an information processing device that provides information processing services and the like operated by the business. The CRM system 60 may be an information processing device managed and operated by a business (CRM business) that provides a CRM (Customer Relationship Management) service. Examples of the CRM service include SalesForce, HubSpot, Zoho CRM, kintone, and the like. The CRM system 60 may also be an information processing apparatus managed and operated by an operator that provides a chat service. Examples of chat services include Slack, Chatwork, LINE Works, etc.

[0048] <Operation of System 1> Hereinafter, each process of System 1 will be described. FIG. 12 is a flowchart showing the operation of the inquiry process. FIG. 13 is an example of a screen showing the operation of the outgoing page in the inquiry process.

[0049] <Inquiry Process> In the inquiry process, the first user reads a predetermined two-dimensional code by operating the first user terminal, makes a phone call (calls) to the second user based on the two-dimensional code, and when the second user answers (responds), the first user and the second user can enter a dialogue state and have a dialogue.

[0050] <Overview of Inquiry Process> In the inquiry process, the first user (customer) scans a two-dimensional code by operating the first user terminal, reads the URL and additional data embedded in the two-dimensional code, the first user terminal accesses the URL, makes a phone call (calls) from the URL to the second user terminal of the second user (operator), the first user terminal sends additional information not including voice information related to the call to the second user terminal, the second user terminal receives the additional information, the second user terminal receives the call from the first user, and the second user has a series of processes of having a dialogue with the first user while confirming the additional information received from the first user terminal. In the present disclosure, the additional information includes at least one of embedded information unrelated to the first user embedded in the two-dimensional code, input information (generated information) input by an input operation or the like in the first user terminal, first user data stored in the first user terminal, or a combination of at least one or more.

[0051] <Details of Inquiry Process> Hereinafter, the details of the inquiry process will be described.

[0052] <Two-dimensional code scanning> In step S101, the control unit 204 of the first user terminal 20 reads a two-dimensional code by a code reader. Specifically, the first user operates the input device 206 of the first user terminal 20 to execute an application program 2012 for reading the two-dimensional code stored in the first user terminal. The first user controls the camera 2061 of the first user terminal 20, which is an example of a code reader, by operating the input device 206 of the first user terminal 20 to read the two-dimensional code pasted or displayed in the location environment of the first user. Note that it is not always necessary to use the camera 2061 to read the two-dimensional code, and any means capable of reading the two-dimensional code such as a barcode scanner can be used. Information corresponding to the two-dimensional code may be read by wireless communication based on the generated magnetic field using an internal antenna (not shown) provided in the first user terminal 20. For example, in the present disclosure, as an example, a case of reading a two-dimensional code pasted in a hotel room will be described as an example.

[0053] <Two-dimensional code reading> In step S102, the control unit 204 of the first user terminal 20 reads a two-dimensional code by a code reader and executes a URL specifying step of specifying a predetermined URL based on the two-dimensional code. The URL specifying step includes a step of obtaining embedded information unrelated to the first user embedded in the two-dimensional code based on the two-dimensional code. Specifically, the control unit 204 of the first user terminal 20 analyzes the image of the read two-dimensional code and outputs a character string. For example, if it is a barcode, 13-digit or 8-digit numbers are specified, and in the case of a QR code (registered trademark), 7089 characters or 4296 characters of numbers are specified. In the present disclosure, the character string specified by the two-dimensional code includes the character string related to the URL and the embedded information. For example, the control unit 204 of the first user terminal 20 may be configured to identify a character string related to an HTTP request URL that includes a URL and a parameter (GET query) added to the URL and transmitted as embedded information. Hereinafter, a configuration for transmitting embedded information related to character string data will be described as an example. However, the embedded information does not necessarily have to be character string data, and may include data in any format such as binary data and image data.

[0054] <URL access> In step S103, the control unit 204 of the first user terminal 20 opens the URL identified in step S102 by executing a browser application or the like. By opening the URL identified in the browser application, the control unit 204 of the first user terminal 20 displays a predetermined web page (transmission page) on the display 2081 of the first user terminal 20 and presents it to the first user. When the server 10 receives an access from the first user terminal 20, it searches the URL item of the contact table 1022 based on the URL, acquires contact data and unique data, generates a transmission page D1 based on the contact data and unique data, and transmits it to the first user terminal 20.

[0055] FIG. 13 is an example screen of a transmission page in the inquiry process. A transmission page D1 is displayed on the display 2081 of the first user terminal 20. The transmission page D1 includes input fields D101, D102,... of the input form, an input button D103, and a transmission button D111.

[0056] Step S103 includes a transmission step of transmitting additional information including the embedded information identified in the URL identification step for a predetermined URL. Specifically, the URL opened by the browser application may include the embedded information related to the GET query identified in step S102. Thereby, a character string related to the embedded information identified by the GET request is transmitted to the URL identified in step S102. Note that the browser application may be configured to send string data or the like related to the embedded information to a specific URL by an HTTP request (such as a POST request).

[0057] In step S103, the control unit 204 of the first user terminal 20 executes a transmission step of transmitting additional information that does not include voice information related to a call of the first user of the first user terminal to a predetermined URL specified in the URL specification step. The transmission step includes a step of transmitting additional information including the first user information of the first user stored in the storage unit and generated information generated based on the operation of the first user on the first user terminal to a predetermined URL. Specifically, the control unit 204 of the first user terminal 20 may include string data or the like including the first user data 2021 stored in the storage unit 201 of the first user terminal 20 in an HTTP request (such as a POST request) and transmit it to the specified URL. Further, it may be configured to transmit generated information generated based on the operation of the first user on the first user terminal 20, such as input information input by the first user by operating the input device 206 of the first user terminal 20 and image data obtained by operating the camera 2061 of the first user terminal 20, to the specified URL. For example, the first user may input information such as a string into input fields D101, D102,... provided on the call page D1 by operating the input device 206 of the first user terminal 20, and the information such as the string may be transmitted to the specified URL. Also, the input information such as the string may be transmitted to a destination other than the specified URL, other than the server 10. Note that the input form included in the call page D1 may include an input button D103 capable of inputting numbers and a keyboard. The first user may press the input button D103 such as a number or a keyboard included in the input form by operating the input device 206 of the first user terminal 20, and the value of the pressed number or keyboard or the like may be transmitted. For example, the first user may input information indicating the location such as the membership number, insurance certificate number, room number of the hotel where the two-dimensional code is installed, the language the user hopes to communicate with the operator in, and information on the desired response method such as whether it is an automated response (IVR) or a response by the operator, into the input form by operating the input device 206 of the first user terminal 20.

[0058] The transmission step may be executed according to the outgoing call step. Specifically, the control unit 204 of the first user terminal 20 may be configured to transmit the additional information of the first user to a specific URL after the outgoing call operation in step S104 described later. That is, the control unit 204 of the first user terminal 20 does not need to simultaneously transmit the embedded information and the additional information excluding the embedded information to the specific URL, and may transmit them at different timings. Similarly, the control unit 204 of the first user terminal 20 may transmit the embedded information, the first user information, and the generated information at different timings. For example, the control unit 204 of the first user terminal 20 may transmit at least one of the embedded information, the first user information, and the generated information during a call between the first user and the second user after the interactive process in step S106. Also, the transmission does not have to be once, and may be executed multiple times. For example, the first user may transmit the value of the pressed number, keyboard, etc. during the call by operating the input device 206 of the first user terminal 20 or pressing the numbers, keyboard, etc. included in the input form.

[0059] The control unit 204 of the first user terminal 20 may execute a consent step of requesting the first user for consent to transmit the additional information before the transmission step. According to receiving an operation indicating consent from the first user in the consent step, the outgoing call step may be executed. According to receiving an operation indicating non-consent from the first user in the consent step, the outgoing call step may be executed without executing the transmission step. Specifically, when the control unit 204 of the first user terminal 20 transmits to the URL specifying the additional information of the first user, it may display a dialog or the like for confirming whether to transmit the additional information to the display 2081 of the first user terminal 20, and in the dialog, the additional information is transmitted only when consent (approval) to transmit the additional information to the specified URL is obtained from the first user. If consent is not obtained from the first user, the additional information may not be transmitted. The additional information includes the first user data 2021 of the first user individual stored in the storage unit 201 of the first user terminal 20, because the first user may not want to transmit the first user data 2021 to an external URL.

[0060] In response to receiving an operation indicating non-consent from the first user in the consent step, the transmission step executes a step of transmitting the generated information without transmitting the first user information. Specifically, the control unit 204 of the first user terminal 20 may be configured to transmit the generated information generated based on the operation of the first user in the first user terminal 20 to the specified URL regardless of whether the first user gives consent. Thereby, when the first user does not consent to transmit the additional information, only the input information (generated information) received by the input operation in the first user terminal can be transmitted and transmitted without transmitting the first user information, which is the unique information of the first user individual.

[0061] <Transmission operation process> In step S104, the control unit 204 of the first user terminal 20 executes a transmission step of transmitting to a predetermined transmission destination associated with the predetermined URL specified in the URL specification step. Specifically, the first user operates the input device 206 of the first user terminal 20 to select the call button D111 provided on the call page D1. The control unit 204 of the first user terminal 20 executes control to make a call (initiate a call) to a predetermined destination in response to the first user pressing the call button D111. Assume that the destination is determined according to the contact data included in the call page D1. Specifically, the destination is determined according to the URL and embedded information specified in step S102. The server 10 in the present disclosure has a communication function based on the WebRTC (Web Real Time Communication) method (WebRTC method). The server 10 can communicate (SIP communication) with the voice server (PBX) 50 by the SIP (Session Initiation Protocol) method. The server 10 has a function as a gateway for converting communication protocols, and mutually converts the WebRTC method and the SIP method. That is, the server 10 converts the WebRTC method data received from the first user terminal (voice data collected by the microphone 2062 of the first user terminal 20) into SIP method data (voice data) and transmits it to the voice server (PBX) 50. Further, the server 10 converts the SIP method data received from the voice server (PBX) 50 (voice data collected by the microphone 3062 of the second user terminal 30) into WebRTC method data (voice data) and transmits it to the first user terminal 20 via the Internet line. Thereby, telephone communication between the first user terminal 20 and the second user terminal 30 becomes possible.

[0062] In addition, additional information including embedded information, first user information, and generated information may be included in the SIP method data and transmitted to the second user terminal 30. Further, the first user terminal 20 generates a unique string such as a predetermined hash value, transmits the hash value to a URL specified together with the embedded information, the first user information, and the generated information, and includes the hash value in the SIP method data and transmits it to the second user terminal 30. When the second user receives an incoming call from the first user terminal 20, the second user may identify additional information including the embedded information, the first user information, and the generated information transmitted from the first user related to the call target by searching for the additional information including the embedded information, the first user information, and the generated information received based on the hash value. Also, in the present disclosure, the information transmitted to the URL specified in step S102 will be described as being configured to be receivable by the server 10. A website related to the URL specified in step S102 may be provided by the server 10, or the configuration may be such that data is transferred from the website related to the specified URL to the server 10.

[0063] In step S104, the outgoing call step may execute a step of making an outgoing call to a predetermined destination without receiving an operation on the first user terminal by the first user in response to specifying a predetermined URL in the URL specifying step. Specifically, in the present disclosure, as an example, a mode of making an outgoing call to a predetermined destination in response to pressing the outgoing call button D111 by the first user has been disclosed as an example, but it is not limited thereto. For example, in response to accessing the URL specified in step S103, a configuration may be such that control is executed to make an outgoing call to a predetermined destination without operating the input device 206 of the first user terminal 20 by the first user. Thereby, the first user can make an outgoing call to a predetermined destination without performing an input operation (outgoing call operation) on the first user terminal 20. The operation burden on the first user can be reduced.

[0064] Accordingly, the first user terminal 20 controls a speaker 2082 or the like to emit a ringing sound indicating that an outgoing call is being made by the voice server (PBX) 50. Also, the display 2081 of the first user terminal 20 displays information indicating that an outgoing call is being made to the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display characters such as "calling". Also, an advertisement or the like may be displayed on the display 2081 of the first user terminal 20. Specifically, the control unit 104 of the server 10 selects or generates an advertisement suitable for the first user based on the embedded information, the first user information, and the generated information received from the first user terminal 20, and transmits it to the first user terminal. The control unit 204 of the first user terminal 20 displays and presents the received advertisement on the display 2081 of the first user terminal 20.

[0065] <Operator Incoming Call Processing> In step S105, the control unit 304 of the second user terminal 30 executes an incoming call step of receiving an incoming call from the first user terminal. Specifically, the operator lifts a receiver (not shown) in the second user terminal 30 or presses a "receive" button or the like displayed at the time of an incoming call on the input device 306 of the second user terminal 30, so that the second user terminal 30 becomes in an interactive state. Accordingly, the voice server (PBX) 50 transmits information (hereinafter referred to as "response event") indicating that a response has been made by the second user terminal 30 to the first user terminal 20 via the server 10, the CRM system 60, or the like. As a result, the user and the customer become in an interactive state using the first user terminal 20 and the second user terminal 30 respectively, and can communicate with each other. Specifically, the voice of the user collected by the microphone 2062 of the first user terminal 20 is output from the speaker 3082 of the second user terminal 30. Similarly, the voice of the customer collected by the microphone 3062 of the second user terminal 30 is output from the speaker 2082 of the first user terminal 20. As a result, the first user and the second user can communicate with each other by voice. Note that in step S105, the target for receiving the transmission from the first user terminal may be an automatic response using AI or the like instead of an operator.

[0066] When the first user terminal 20 enters the interactive state, the display 2081 of the first user terminal 20 receives a response event and displays information indicating that the interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the text "responding".

[0067] In step S105, the control unit 104 of the server 10 executes a receiving step of receiving additional information including the generated information generated based on the operation by the first user at the first user terminal and the embedded information not related to the first user, which is transmitted from the first user terminal, and not including the voice information regarding the call of the first user of the first user terminal. Specifically, the control unit 104 of the server 10 receives and accepts the additional information including the embedded information, the first user information, and the generated information transmitted by the first user terminal 20. Note that the additional information including the embedded information, the first user information, and the generated information transmitted from the first user terminal 20 may be received via the URL specified in step S102, or may be received via SIP communication.

[0068] In step S105, the control unit 104 of the server 10 executes a storage step of storing the additional information received in the receiving step. The storage step executes a step of storing the first user information and the generated information received in the receiving step in association with the attribute information of the first user stored in the storage unit. Specifically, the control unit 104 of the server 10 searches for the item of the user ID in the user table 1012 based on the user ID or the like included in the first user information, and acquires the item of the user attribute (the first user attribute information). Note that the control unit 104 of the server 10 may specify the item of the user attribute based on the user ID, the membership number, or the insurance certificate number of the user included in the first user information or the generated information. The control unit 104 of the server 10 stores the embedded information transmitted by the first user terminal 20, the additional information including the first user information and the generated information, and the first user attribute information, respectively associated with the items of the inquiry data in the dialogue table 1014.

[0069] In step S105, the control unit 104 of the server 10 executes a storage step of storing the additional information received in the reception step, in association with the attribute information of the first user stored in the storage unit, in response to the incoming call from the first user terminal in the incoming call step. Specifically, when a call is started between the first user and the second user, the dialogue process described later is executed, and the dialogue information regarding the dialogue is stored in a new record in the dialogue table 1014. The control unit 104 of the server 10 stores the embedded information transmitted by the first user terminal 20, the additional information including the first user information and the generated information, and each of the first user attribute information, in association with the dialogue information, in the items of the inquiry data of the target record of the dialogue information regarding the said dialogue. The control unit 104 of the server 10 may store the embedded information transmitted by the first user terminal 20, the additional information including the first user information and the generated information, and each of the first user attribute information, in association with the dialogue information, in response to the second user's response (incoming call) to the call from the first user.

[0070] In step S106, the control unit 304 of the second user terminal 30 executes a presentation step of presenting the additional information and the embedded information stored in the storage step, in association with the attribute information of the first user, to an operator different from the first user. Specifically, the control unit 104 of the server 10 generates a response screen D2 based on the embedded information transmitted by the first user terminal 20, the additional information including the first user information and the generated information, and the first user attribute information, which are stored in the items of the inquiry data of the target record regarding the current dialogue in the dialogue table 1014, and transmits it to the second user terminal 30. The control unit 304 of the second user terminal 30 displays and presents the response screen D2 on the display 3081 of the second user terminal 30.

[0071] In step S106, the control unit 304 of the second user terminal 30 executes a presentation step of presenting the additional information stored in the storage step in association with the attribute information to an operator different from the first user. Specifically, the control unit 104 of the server 10 generates a response screen D2 in which the embedded information, the additional information including the first user information and the generated information, and the first user attribute information transmitted by the first user terminal 20 are respectively associated, and transmits it to the second user terminal 30. The control unit 304 of the second user terminal 30 displays the received response screen D2 on the display 2081 of the second user terminal 30 and presents it to the second user. Note that the response screen D2 may be generated by the control unit 304 of the second user terminal 30 based on the received embedded information, additional information including the first user information and the generated information, and the first user attribute information transmitted by the first user terminal 20, instead of being generated by the control unit 104 of the server 10.

[0072] <Dialog storage process> When the second user receives an incoming call from the first user and a call is started between the first user and the second user, a dialog storage process is executed. The dialog storage process is a process of storing data related to the dialog conducted between the first user and the second user.

[0073] <Overview of dialog storage process> The dialog storage process is a series of processes of storing data related to the dialog in the dialog table 1014 when the dialog is started between the first user and the second user.

[0074] <Details of dialog storage process> When an interaction starts between a first user and a second user, a voice server (PBX) 50 records voice data regarding the interaction taking place between the first user and the second user, and transmits it to the server 10. When the control unit 104 of the server 10 receives the voice data, it creates a new record in the interaction table 1014 and stores data regarding the interaction taking place between the first user and the second user. Specifically, the control unit 104 of the server 10 stores the first user ID, the second user ID, the interaction category, the send / receive type, and the content of the voice data in a new record of the interaction table 1014.

[0075] In an outgoing call process or an incoming call process, the control unit 104 of the server 10 obtains the first user ID 2011 of the first user from the first user terminal 20, and stores it in the first user ID item of a new record in the interaction table 1014. In an outgoing call process or an incoming call process, the control unit 104 of the server 10 makes an inquiry to the CRM system 60 based on the phone number. The CRM system 60 obtains the second user ID by searching a user table (not shown) stored in the CRM system by the phone number, and transmits it to the server 10. The control unit 104 of the server 10 stores the obtained second user ID in the second user ID item of a new record in the interaction table 1014. The control unit 104 of the server 10 stores the value of the interaction category set in advance for each of the first user or the second user in the interaction category item of a new record in the interaction table 1014. Note that the interaction category may be stored by the first user selecting and inputting a value for each interaction. The control unit 104 of the server 10 identifies whether the ongoing interaction was initiated by the first user or by the second user, and stores either the value of outbound (initiated by the first user) or inbound (initiated by the second user) in the send / receive type item of a new record in the interaction table 1014.

[0076] The control unit 104 of the server 10 stores the voice data received from the voice server (PBX) 50 in the voice data item of a new record in the dialogue table 1014. Note that the voice data may be stored as a voice data file in another location, and after the dialogue ends, reference information (path) to the voice data file may be stored. Also, the control unit 104 of the server 10 may be configured to store the voice data after the dialogue ends.

[0077] In the video call service, the control unit 104 of the server 10 stores the video data received from the first user terminal 20 and the second user terminal 30 in the video data item of a new record in the dialogue table 1014. Note that the video data may be stored as a video data file in another location, and after the dialogue ends, reference information (path) to the video data file may be stored. Also, the control unit 104 of the server 10 may be configured to store the video data after the dialogue ends.

[0078] The control unit 104 of the server 10 executes a voice extraction step of extracting a plurality of section voice data for each speaking section from the voice data received in the reception step. Specifically, the control unit 104 of the server 10 acquires (receives) the dialogue ID, voice data, and video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects a section (speaking section) in which the speaking voice continuously exists from the acquired (received) voice data and video data, and for each of the speaking sections, extracts the voice data and video data as section voice data and section video data, respectively. For example, the section voice data and section video data may be extracted by dividing the voice data and video data by a silent section without speaking voice. Also, for the speaking content included in the voice data and video data, the section voice data and section video data may be extracted by dividing the voice data and video data in units of sentences such as clauses, sentences, and paragraphs. The section voice data and section video data are associated with the first user ID of the speaker, the start date and time of the speaking section, and the end date and time of the speaking section for each speaking section. The control unit 104 of the server 10 performs text recognition on the extracted interval voice data and the speech content of the interval video data, thereby converting the interval voice data and the interval video data into interval read-up text which is in characters (text), and generating characters. Note that the specific method of text recognition is not particularly limited. For example, it may be converted by signal processing technology, machine learning using AI (artificial intelligence), deep learning, etc.

[0079] The control unit 104 of the server 10 stores the dialogue ID to be processed, the first user ID of the speaker (the first user ID 2011 or the second first user ID 3011), the start date and time, the end date and time, the interval voice data, the interval video data, and the interval read-up text into the dialogue ID, speaker ID, start date and time, end date and time, interval voice data, interval video data, and interval read-up text items of a new record in the voice interval table 1016, respectively.

[0080] In the voice interval table 1016, the interval read-up text for each speech interval of the voice data is stored as continuous time-series data associated with the start date and time and the speaker. By checking the interval read-up text stored in the voice interval table 1016, the first user can check the dialogue content as text information without checking the content of the voice data.

[0081] Note that during the text recognition process, information that is meaningless for grasping the dialogue conducted between the first user and the second user, such as fillers included in the text in advance, may be excluded from the text, and the voice recognition information may be stored in the voice interval table 1016.

[0082] The control unit 104 of the server 10 may transmit dialogue information and voice interval information including the interval ID of the speech interval, the interval read-up text, the URL, information about the group such as the name of the speaker, the name, and the group name to which the speaker belongs, and evaluation information, etc. to an external server. Note that when transmitting the dialogue information and the voice interval information to the external server, it may be configured to obtain permission for authentication from the external server using the external service ID of the first user stored in the user table 1012 and then transmit it.

[0083] The control unit 504 of the external server stores the received dialogue information including the dialogue ID, section ID, speaker information, section read-up text, URL, evaluation information, etc., and the voice section information in the items of dialogue ID, section ID, speaker data, section read-up text, URL, and evaluation data in the shared table 5012 respectively. The control unit 504 of the external server stores service identification information such as the service ID and service name for identifying the dialogue information service according to the present disclosure in the item of service ID. The service ID is specified based on the information received from the server 10.

[0084] Note that the external server is an information processing device operated by an operator different from the dialogue service provider according to the present disclosure. The external server is an information processing device that provides information processing services and the like operated by the operator. The external server may be an information processing device managed and operated by an operator (CRM operator) that provides a CRM (Customer Relationship Management) service. Examples of the CRM service include SalesForce, HubSpot, Zoho CRM, kintone, etc. The external server includes a CRM system 60.

[0085] <Dialogue processing> A virtual dialogue space called a room for conducting a dialogue between a first user and a second user is created on the server 10, and the first user and the second user can be in a dialogue state by accessing the room via the web browser or application program stored in the first user terminal 20 and the second user terminal 30. In this case, the voice server (PBX) 50 becomes an unnecessary configuration. Specifically, the second user operates the input device 306 of the second user terminal 30 and sends a request regarding the holding of an interactive session to the server 10. When the control unit 104 of the server 10 receives the request, it issues room identification information such as a unique room ID and sends a response to the second user terminal 30. Assume that the room identification information is associated with the code ID in the code table 1021, a URL, etc. Note that the room identification information may be presented to the second user in a list associated with the code ID in the code table 1021, a URL, etc., and the second user may select desired room identification information from the presented list and enter the room. The second user operates the input device 306 of the second user terminal 30, accesses the URL that provides the service related to the room of the server 10 using a web browser or the like, and enters the room by inputting the room identification information. The second user waits until the first user enters the room. Note that it may be configured such that when the first user enters the room, the second user is notified and the second user enters the room in response to the notification. Instead of making a call in step S104 of the inquiry process, the first user may operate the input device 206 of the first user terminal 20, and in response to pressing the call button D111, access the URL that provides the service related to the room of the server 10 using a web browser or the like and enter the room. In this case, information related to the room identification information may be embedded in the URL and the embedded information read in step S102, and the first user may enter the room without inputting the room identification information by transmitting the room identification information without depending on the operation of the first user. As a result, the first user and the second user can have a conversation via the first user terminal 20 and the second user terminal 30, respectively, in a virtual conversation space called a room associated with the room identification information. By inputting room identification information, in addition to the first user and the second user, one or more other users can enter a single room. As a result, multiple users of three or more can engage in conversation via their respective user terminals within a virtual conversation space called a room associated with the room identification information.

[0086] <Video conversation processing> The system 1 in the present disclosure may provide an online conversation service (video conversation service) including video data. For example, the control unit 204 of the first user terminal 20 and the control unit 304 of the second user terminal 30 each transmit video data captured by the camera 2061 of the first user terminal 20 and the camera 3061 of the second user terminal 30 to the server 10. Based on the received video data, the server 10 transmits the video data captured by the camera 2061 of the first user terminal 20 to the second user terminal 30, and transmits the video data captured by the camera 3061 of the second user terminal 30 to the first user terminal 20. The control unit 204 of the first user terminal 20 displays the received video data captured by the camera 3061 of the second user terminal 30 on the display 2081. The control unit 304 of the second user terminal 30 displays the received video data captured by the camera 2061 of the first user terminal 20 on the display 3081. The server 10 may transmit the video data of some or all of the multiple users participating in the online conversation to the first user terminal 20 and the second user terminal 30. In this case, the control unit 204 of the first user terminal 20 arranges the received video data of some or all of the multiple users participating in the online conversation side by side on one screen and displays it on the display 2081 of the first user terminal 20. Thereby, the conversation status of the multiple users participating in the online conversation can be confirmed. Similar processing may be executed also in the second user terminal 30.

[0087] <Modification example> In the present disclosure, regarding the dialogue between the first user and the second user, although the telephone call, dialogue processing, and video dialogue processing have been described, it does not necessarily have to be a voice dialogue. For example, steps S104 to S106 of the inquiry processing may be a real-time communication using text information through a chat between the first user and the second user. Specifically, during the real-time communication such as text information through a chat between the first user and the second user, a configuration may be adopted in which embedded information, first user information, generated information, additional information, etc. are presented and shared with the second user.

[0088] <Two-dimensional code management processing> The second user may also be configured to be able to edit the code table 1021 and the contact table 1022 by operating the input device 306 of the second user terminal 30. The second user operates the input device 306 of the second user terminal 30 to input the URL of a page (two-dimensional code management processing page) for executing the two-dimensional code management processing in a web browser, a predetermined application, etc., and opens the two-dimensional code management processing page. The control unit 304 of the second user terminal 30 transmits a request for opening the two-dimensional code management processing page to the server 10. The control unit 104 of the server 10 generates a two-dimensional code management processing page based on the received request and transmits it to the second user terminal 30. The control unit 304 of the second user terminal 30 displays the received two-dimensional code management processing page on the display 3081 of the second user terminal 30.

[0089] The two-dimensional code management page is · A screen for editing in the code table 1021 what kind of URL and additional data are embedded (assigned) in the two-dimensional code. · A screen for editing in the contact table 1022 whether to assign contact data and unique data. · The expiration date of the two-dimensional code (the usage period, etc. can be determined) · An inquiry screen that can perform a past data inquiry between the first user and the second user in the inquiry processing including the like. In the two-dimensional code management page, buttons or the like for downloading the two-dimensional codes held in the code table 1021 may be provided. By operating the button, the specified two-dimensional code can be downloaded and pasted onto a predetermined document or the like. Also, a screen may be provided that enables inquiry of data such as information on customers related to incoming calls based on two-dimensional codes and past call histories.

[0090] <Basic Hardware Configuration of a Computer> FIG. 14 is a block diagram showing the basic hardware configuration of a computer 90. The computer 90 includes at least a processor 901, a main memory device 902, an auxiliary storage device 903, and a communication IF 991 (Interface). These are electrically connected to each other by a communication bus 921.

[0091] The processor 901 is hardware for executing an instruction set described in a program. The processor 901 is composed of an arithmetic unit, registers, peripheral circuits, and the like.

[0092] The main memory device 902 is for temporarily storing programs and data processed by programs and the like. For example, it is a volatile memory such as a DRAM (Dynamic Random Access Memory).

[0093] The auxiliary storage device 903 is a storage device for storing data and programs. For example, it is a flash memory, an HDD (Hard Disc Drive), a magneto-optical disk, a CD-ROM, a DVD-ROM, a semiconductor memory, or the like.

[0094] The communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using a wired or wireless communication standard. The network is composed of various mobile communication systems constructed by the Internet, LAN, wireless base stations, etc. For example, the network includes 3G, 4G, 5G mobile communication systems, LTE (Long Term Evolution), and wireless networks (such as Wi-Fi (registered trademark)) that can be connected to the Internet by a predetermined access point. When connecting wirelessly, communication protocols such as Z-Wave (registered trademark), ZigBee (registered trademark), Bluetooth (registered trademark), etc. are included. When connecting by wire, the network also includes those directly connected by a USB (Universal Serial Bus) cable, etc.

[0095] Note that all or part of each hardware configuration can be distributed and provided in a plurality of computers 90, and the computers 90 can be virtually realized by connecting them to each other via a network. In this way, the computer 90 is a concept that includes not only a single housing and the computer 90 housed in a case, but also a virtualized computer system.

[0096] <Basic Functional Configuration of Computer 90> The functional configuration of the computer realized by the basic hardware configuration (Figure 14) of the computer 90 will be described. The computer includes at least functional units of a control unit, a storage unit, and a communication unit.

[0097] Note that the functional units included in the computer 90 can also be realized by distributing all or part of each functional unit to a plurality of computers 90 interconnected by a network. The computer 90 is a concept that includes not only a single computer 90, but also a virtualized computer system.

[0098] The control unit is realized by the processor 901 reading out various programs stored in the auxiliary storage device 903 and expanding them in the main storage device 902, and executing processing according to the programs. The control unit can realize functional units that perform various information processes according to the types of programs. Thereby, the computer is realized as an information processing device that performs information processing.

[0099] The storage unit is realized by the main storage device 902 and the auxiliary storage device 903. The storage unit stores data, various programs, and various databases. Also, the processor 901 can secure a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 according to the program. Further, the control unit can cause the processor 901 to execute addition, update, and deletion processing of the data stored in the storage unit according to various programs.

[0100] The database refers to a relational database and is for managing a table in a tabular form structurally defined by rows and columns, and a data set called a master, in association with each other. In a database, a table is called a table, a master, a column of a table is called a column, and a row of a table is called a record. In a relational database, the relationship between tables and masters can be set and associated. Normally, a column serving as a primary key for uniquely identifying a record is set for each table and each master, but setting a primary key for a column is not essential. The control unit can cause the processor 901 to execute addition, deletion, and update of records in a specific table and master stored in the storage unit according to various programs. Also, by storing data, various programs, and various databases in the storage unit, the information processing device and information processing system according to the present disclosure can be regarded as being manufactured.

[0101] In addition, the database and master in the present disclosure may include any data structure (such as a list, dictionary, associative array, object, etc.) in which information is structurally defined. The data structure shall also include data that can be regarded as a data structure by combining data with functions, classes, methods, etc. described in any programming language.

[0102] The communication unit is realized by the communication IF991. The communication unit realizes the function of communicating with another computer 90 via a network. The communication unit can receive information transmitted from another computer 90 and input it to the control unit. The control unit can cause the processor 901 to execute information processing on the received information according to various programs. In addition, the communication unit can transmit the information output from the control unit to another computer 90.

[0103] <Supplementary Note> The matters described in each of the above embodiments are appended below.

[0104] (Supplementary Note 1) A program for causing a first user terminal including a processor, a storage unit, and a code reader to process information related to an interaction, the program causing the processor to perform a URL specifying step (S102) of reading a two-dimensional code by the code reader and specifying a predetermined URL based on the two-dimensional code, a transmission step (S104) of transmitting to a predetermined destination associated with the predetermined URL specified in the URL specifying step, and a transmission step (S103) of transmitting additional information not including voice information related to a call of a first user of the first user terminal based on the predetermined URL specified in the URL specifying step. Thereby, the first user can make a call to a predetermined destination specified based on the two-dimensional code and can transmit additional information related to the call of the first user to the URL specified based on the two-dimensional code.

[0105] (Supplementary Note 2) The URL specifying step (S102) includes the step of obtaining embedded information unrelated to the first user embedded in the two-dimensional code based on the two-dimensional code, and the transmission step (S103) includes the step of transmitting additional information including the embedded information specified in the URL specifying step based on a predetermined URL. The program described in Appendix 1. Thereby, the first user can transmit, to the URL specified based on the two-dimensional code, embedded information unrelated to the first user embedded in the two-dimensional code, etc., together with additional information regarding the call of the first user.

[0106] (Appendix 3) The transmission step (S103) includes the step of transmitting additional information including the first user information of the first user stored in the storage unit and generated information generated based on the operation of the first user on the first user terminal, based on a predetermined URL. The program described in Appendix 1. Thereby, the first user can transmit, to the URL specified based on the two-dimensional code, the first user information that is the unique information of the first user stored in the first user terminal, and input information (generated information) received by an input operation on the first user terminal.

[0107] (Appendix 4) The transmission step (S103) is a program described in Appendix 1 that is executed in response to the outgoing call step. Thereby, in response to the outgoing call operation by the first user, an outgoing call is made to a predetermined destination, and additional information regarding the call of the first user is transmitted to the URL specified based on the two-dimensional code.

[0108] (Appendix 5) A consent step (S103) in which the processor requests the first user for consent to transmit the additional information before the transmission step, and in response to receiving an operation indicating consent from the first user in the consent step, executes the outgoing call step. The program described in Appendix 4. Thus, it is possible to request consent from the first user before transmitting the additional information stored in the first user terminal to the URL specified based on the two-dimensional code.

[0109] (Appendix 6) A program according to Appendix 1, wherein the processor requests consent from the first user to transmit the additional information in a consent step (S103) before the transmission step, and in response to receiving an operation indicating non-consent from the first user in the consent step, executes the transmission step without executing the transmission step. Thus, when the first user does not consent to transmit the additional information, it is possible to make a call without transmitting the additional information stored in the first user terminal.

[0110] (Appendix 7) A program according to Appendix 3, wherein the processor requests consent from the first user to transmit the additional information in a consent step (S103) before the transmission step, and the transmission step (S103) is a step of transmitting the generated information without transmitting the first user information in response to receiving an operation indicating non-consent from the first user in the consent step. Thus, when the first user does not consent to transmit the additional information, it is possible to transmit and make a call only the input information (generated information) received by the input operation on the first user terminal without transmitting the first user information, which is the unique information of the first user individual.

[0111] (Appendix 8) A program according to Appendix 1, wherein the transmission step (S104) is a step of transmitting to a predetermined destination without receiving an operation by the first user on the first user terminal in response to specifying a predetermined URL in the URL specifying step. Thus, the first user can transmit to a predetermined destination without performing an input operation (transmission operation) on the first user terminal. The operation burden on the first user can be reduced.

[0112] (Appendix 9) A program for causing a computer including a processor and a memory unit to process information related to a conversation, wherein the processor executes: an incoming call step (S105) of receiving an incoming call from a first user terminal; a receiving step (S105) of receiving additional information including embedded information not related to the first user and not including voice information related to a call of the first user of the first user terminal transmitted from the first user terminal; and a storing step (S105) of storing the additional information received in the receiving step in association with the attribute information of the first user stored in the memory unit in response to the incoming call from the first user terminal in the incoming call step. Thereby, the additional information and the embedded information received from the first user can be stored in association with the attribute information related to the first user stored in the server.

[0113] (Appendix 10) The receiving step (S105) includes a step of receiving additional information including the first user information of the first user stored in the first user terminal and generated information generated based on an operation by the first user in the first user terminal, and the storing step (S105) is a step of storing the first user information and the generated information received in the receiving step in association with the attribute information of the first user stored in the memory unit. The program according to Appendix 9. Thereby, the first user information, which is the unique information of the first user, and the input information (generated information) received by the input operation in the first user terminal received from the first user can be stored in association with the attribute information related to the first user stored in the server.

[0114] (Appendix 11) A program according to Appendix 9, wherein the processor executes a presenting step (S106) of presenting the additional information stored in the storing step to an operator different from the first user in association with the attribute information of the first user. As a result, the operator can check the additional information about the first user, the embedded information unrelated to the first user embedded in the two-dimensional code, and the attribute information about the first user stored in the server all together.

[0115] (Appendix 12) A program for processing information related to an interaction in a system including a computer including a processor and a storage unit and the first user terminal described in Appendix 1, wherein the processor performs an incoming call step (S105) of receiving an incoming call from the first user terminal, a receiving step (S105) of receiving additional information related to a call of the first user of the first user terminal transmitted from the first user terminal, and a storage step (S105) of storing the additional information received in the receiving step in association with the attribute information of the first user of the first user terminal stored in the storage unit in response to the incoming call from the first user terminal in the incoming call step. As a result, the additional information received from the first user can be stored in association with the attribute information about the first user stored in the server.

[0116] (Appendix 13) A program according to Appendix 12, wherein the processor performs a presenting step (S106) of presenting the additional information stored in the storing step to an operator different from the first user in association with the attribute information. As a result, the operator can check the additional information about the first user together with the attribute information about the first user stored in the server.

[0117] (Appendix 14) A method executed on a computer including a processor and a memory, wherein the processor executes all the steps executed in the invention according to any one of Appendix 1 to Appendix 13. As a result, the first user can make a call to a predetermined destination specified based on the two-dimensional code and can transmit additional information related to the call of the first user to a URL specified based on the two-dimensional code.

[0118] (Appendix 15) An information processing apparatus including a control unit and a storage unit, wherein the control unit executes all steps executed in the invention according to any one of Appendices 1 to 13. Thereby, the first user can make a call to a predetermined destination specified based on the two-dimensional code, and can transmit additional information regarding the call of the first user to a URL specified based on the two-dimensional code.

[0119] (Appendix 16) A system including means for executing all steps executed in the invention according to any one of Appendices 1 to 13. Thereby, the first user can make a call to a predetermined destination specified based on the two-dimensional code, and can transmit additional information regarding the call of the first user to a URL specified based on the two-dimensional code.

Description of Reference Numerals

[0120] 1 System, 10 Server, 101 Storage Unit, 104 Control Unit, 106 Input Device, 108 Output Device, 20 First User Terminal, 201 Storage Unit, 204 Control Unit, 206 Input Device, 208 Output Device, 30 Second User Terminal, 301 Storage Unit, 304 Control Unit, 306 Input Device, 308 Output Device, 50 Voice Server (PBX), 501 Storage Unit, 504 Control Unit, 506 Input Device, 508 Output Device, 60 CRM System, 601 Storage Unit, 604 Control Unit, 606 Input Device, 608 Output Device

Claims

1. A program for causing a first user terminal including a processor, a storage unit, and a code reader to process information related to a conversation, The processor, a URL specifying step of reading a two-dimensional code by the code reader and specifying a predetermined URL based on the two-dimensional code; a calling step of calling a predetermined destination associated with the predetermined URL identified in the URL identifying step; a transmitting step of transmitting additional information not including voice information related to a call of a first user of the first user terminal based on the predetermined URL identified in the URL identifying step; A program that executes.

2. The URL identifying step includes a step of acquiring embedded information not related to the first user embedded in the two-dimensional code based on the two-dimensional code; the transmitting step includes a step of transmitting the additional information including the embedded information identified in the URL identifying step based on the predetermined URL. The program according to claim 1.

3. The sending step includes: First user information of the first user stored in the storage unit; generation information generated on the first user terminal based on an operation of the first user; transmitting the additional information including The program according to claim 1.

4. The sending step is performed in response to the sending step. The program according to claim 1.

5. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; In response to receiving an operation indicating consent from the first user in the consent step, the transmission step is executed. The program according to claim 4.

6. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; In response to receiving an operation indicating that the first user does not agree in the consent step, the transmission step is not executed and the transmission step is executed. The program according to claim 1.

7. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; The transmission step is a step of transmitting the generation information without transmitting the first user information in response to receiving an operation indicating non-consent from the first user in the consent step. The program according to claim 3.

8. the calling step is a step of calling the predetermined destination without accepting an operation on the first user terminal by the first user in response to the specified URL being identified in the URL identifying step. The program according to claim 1.

9. A program for causing a computer having a processor and a storage unit to process information regarding a dialogue, The processor, a receiving step of receiving a call from a first user terminal; receiving additional information, which is transmitted from the first user terminal and does not include voice information related to a call of a first user of the first user terminal, including embedded information not related to the first user; a storage step of storing the additional information received in the receiving step in response to the call from the first user terminal in the call receiving step in association with attribute information of the first user stored in the storage unit; Execute program.

10. The receiving step includes: First user information of the first user stored in the first user terminal; generation information generated on the first user terminal based on an operation by the first user; receiving the additional information including The storage step is a step of storing the first user information and the generation information received in the reception step in association with the attribute information of the first user stored in the storage unit. The program according to claim 9.

11. The processor, a presentation step of associating the additional information stored in the storage step with the attribute information of the first user and presenting the information to an operator different from the first user; Execute The program according to claim 9.

12. A program for causing a system including a computer having a processor and a storage unit and the first user terminal according to claim 1 to process information regarding a conversation, The processor, a receiving step of receiving a call from the first user terminal; a receiving step of receiving additional information related to a call of a first user of the first user terminal transmitted from the first user terminal; a storage step of storing the additional information received in the receiving step in response to the incoming call from the first user terminal in the incoming call step, in association with attribute information of the first user of the first user terminal stored in the storage unit; A program that executes.

13. The processor, a presentation step of associating the additional information stored in the storage step with the attribute information and presenting the information to an operator different from the first user; Execute The program according to claim 12.

14. A method implemented on a computer having a processor and a memory, the processor performing all of the steps performed in any of the inventions according to claims 1 to 13.

15. 14. An information processing apparatus comprising a control unit and a storage unit, the control unit executing all steps executed in the invention according to any one of claims 1 to 13.

16. A system comprising means for performing all the steps performed in any one of claims 1 to 13.

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