Server device, information processing method, and program

Abstract

To solve the problem that it is not easy for a telephone operator assisting a user manipulating web pages to obtain user information.SOLUTION: It is possible to provide an operator assisting a user manipulating web pages with appropriate information pertaining to the user by a server device comprising: a user management unit in which one or more user information pieces are stored; a telephone information management unit in which two or more telephone information pieces having web page information and telephone numbers are stored; a user information reception unit for receiving a URL outputted to a user terminal; a telephone number acquisition unit for acquiring a telephone number paired with the URL; an identification information acquisition unit for acquiring unique identification information; a server transmission unit for transmitting a telephone number and identification information to the user terminal; an association addition unit for associating identification information with user information from a user; and a user information transmission unit for receiving identification information from a CTI device, acquiring user information paired with the identification information, from the user management unit, and transmitting the user information.SELECTED DRAWING: Figure 3

Description

Technical Field

[0001] The present invention relates to a server device and the like that assist a telephone operator.

Background Art

[0002] Conventionally, there has been a device that can efficiently present information in response to an inquiry from a user. Specifically, the device includes a call connection unit that identifies the telephone number of the calling customer terminal when a call comes in, a response information that associates reference information of a document indicating a response to the customer's request with input information obtained from the customer terminal, a storage unit that stores customer information including a plurality of transmission destinations for the customer, a message generation unit that, when obtaining the input information, specifies the reference information using the response information and generates a message including the reference information, a transmission destination specifying unit that specifies the transmission destination of the message, and a communication unit that transmits the message to the transmission destination. The transmission destination specifying unit determines whether the message can be transmitted to the customer terminal using the telephone number of the calling source, and when it is determined that transmission is impossible, specifies another transmission destination included in the customer information. (See Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the prior art, when a telephone operator assists a user who operates a web page, it has not been easy for the operator to obtain appropriate information about the user.

Means for Solving the Problems

[0005] The server device of this first invention is a server device that constitutes an information system including a server device, a CTI device, and one or more operator terminals. The server device includes a user management unit that stores user information regarding one or more users, a telephone information management unit that stores two or more pieces of telephone information having web page information regarding a web page and a telephone number, a user information receiving unit that receives web page information regarding a web page output to a user terminal used by a user, a telephone number acquisition unit that acquires from the telephone information management unit a telephone number paired with the web page information acquired by the user information receiving unit, an identification information acquisition unit that acquires unique identification information, a server transmission unit that transmits to the user terminal the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit, a correlation addition unit that correlates the identification information with the user information of the user, and a user information transmission unit that receives the identification information from the CTI device, acquires from the user management unit the user information paired with the identification information, and transmits the user information. The CTI device includes a CTI cooperation unit that receives a telephone number from the user's telephone device and connects to the telephone device of the operator corresponding to the telephone number, a CTI receiving unit that receives identification information from the user's telephone device, and a CTI transmission unit that transmits the identification information received by the CTI receiving unit to the server device. The operator terminal is a terminal corresponding to the telephone number, and includes a user information receiving unit that receives user information, a screen receiving unit that receives screen information regarding a screen output by the user terminal, and an operator output unit that outputs a screen based on the screen information received by the screen receiving unit and the user information received by the user information receiving unit. It is a server device that constitutes an information system.

[0006] With such a configuration, appropriate information regarding the user can be provided to an operator who supports a user operating a web page.

[0007] Also, the server device of the second invention, compared with the first invention, further includes a user information receiving unit that also receives operation information related to operations on the user terminal, and the server device further includes a determination unit that determines whether the operation information received by the user information receiving unit satisfies the transmission condition for transmitting a telephone number. The server transmission unit is a server device that transmits the telephone number to the user terminal when the determination unit determines that the transmission condition is satisfied.

[0008] With such a configuration, a mechanism can be provided that allows a user to call an operator at an appropriate timing.

[0009] Also, the server device of the third invention, compared with the second invention, when the determination unit determines that the transmission condition is satisfied, the server transmission unit transmits a questionnaire to the user terminal, the user information receiving unit receives an answer to the questionnaire, and after the answer is received, the server transmission unit transmits the telephone number and identification information to the user terminal. The server device is a server device that transmits the answer to the operator terminal.

[0010] With such a configuration, a questionnaire can be implemented to provide appropriate information about the user to an operator who supports a user operating a web page.

[0011] Also, the server device of the fourth invention, compared with the third invention, the server device further includes a questionnaire management unit that stores a questionnaire in association with each of two or more pieces of web page information, and a questionnaire acquisition unit that acquires from the questionnaire management unit the questionnaire associated with the web page information received by the user information receiving unit. The server transmission unit is a server device that transmits the questionnaire acquired by the questionnaire acquisition unit to the user terminal.

[0012] With such a configuration, a questionnaire can be implemented to provide appropriate information about the user to an operator who supports a user operating a web page.

[0013] Further, the server device of the fifth invention is a server device in which, with respect to the second invention, the transmission condition is that the operation information is information regarding an operation that results in an error or operation information indicating an error.

[0014] With such a configuration, when the user's operation results in an error, a mechanism can be provided that allows the user to call the operator by phone.

[0015] Further, the server device of the sixth invention is a server device in which, with respect to the second invention, the transmission condition is that the user information receiving unit does not receive operation information for a predetermined time or more, or that two or more pieces of time-series operation information match a predetermined confusion condition.

[0016] With such a configuration, when it can be determined that the user is in trouble, a mechanism can be provided that allows the user to call the operator by phone.

[0017] Further, the server device of the seventh invention is a server device in which, with respect to the second invention, the transmission condition is that the operation information is information specifying an operation instructing the transmission of a phone number.

[0018] With such a configuration, when the user needs to, a mechanism can be provided that allows the user to call the operator by phone.

[0019] Further, the server device of the eighth invention, with respect to any one of the first to seventh inventions, the user information is associated with one or more user identifiers and has operation information regarding the operation of the user identified by the user identifier or user attribute values based on the operation information. The user information receiving unit also receives operation information associated with the user identifier, and the server device further includes a storage unit that stores the operation information or user attribute values based on the operation information in association with the user identifier in the user management unit. The server transmission unit is a server device that transmits the operation information or user attribute values.

[0020] With such a configuration, it is possible to provide an operator who supports a user operating a web page with appropriate information including the user's past operation history with respect to the web page.

[0021] Further, the server device of the ninth invention, for any one of the first to eighth inventions, the operator terminal further includes a mouse position transmission unit that acquires position information of the mouse pointer of the operator terminal on the screen output by the user terminal and transmits the position information to the user terminal, and the server device further includes a mouse position transfer unit that receives the position information from the operator terminal and transmits the position information to the user terminal.

[0022] With such a configuration, it is possible to provide the user with the position of the mouse pointer of the operator terminal that supports the user operating the web page.

[0023] Further, the server device of the tenth invention includes a user management unit that stores user information regarding one or more users, a telephone information management unit that stores two or more pieces of telephone information having web page information and telephone numbers regarding the web page, a user information receiving unit that receives web page information regarding the web page output to the user terminal used by the user, a telephone number acquisition unit that acquires from the telephone information management unit a telephone number paired with the web page information acquired by the user information receiving unit, an identification information acquisition unit that acquires unique identification information, a server transmission unit that transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, a correlation addition unit that correlates the identification information with the user's user information, and a user information transmission unit that receives the identification information from the CTI device, acquires the user information paired with the identification information from the user management unit, and transmits the user information.

[0024] With such a configuration, it is possible to provide a server device that transmits appropriate information regarding the user to an operator who supports a user operating a web page.

Advantages of the Invention

[0025] According to the server device of the present invention, an operator who supports a user operating a web page can be provided with appropriate information regarding the user.

Brief Description of the Drawings

[0026]

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Modes for Carrying Out the Invention

[0027] Hereinafter, embodiments of a server device and the like will be described with reference to the drawings. In the embodiments, components denoted by the same reference numerals perform the same operations, and thus the description thereof may be omitted again.

[0028] (Embodiment 1) In the present embodiment, two or more pieces of telephone information having web page information such as a URL and a telephone number to an operator are managed. Using information from a user terminal, web page information of a web page accessed by the user is acquired, a telephone number corresponding to the web page information is acquired, and the telephone number and unique identification information are transmitted to the user terminal. A server device will be described.

[0029] Also, in the present embodiment, a CTI device that receives a call from a user's telephone device, receives identification information input by the user from the telephone device, uses the identification information to acquire user information from a server device, and transmits the user information to an operator terminal will be described.

[0030] Furthermore, in the present embodiment, an operator terminal that receives and outputs user information from a CTI device will be described.

[0031] Note that in this specification, information X being associated with information Y means that information Y can be acquired from information X or information X can be acquired from information Y, and the method of the association is not limited. Information X and information Y may be linked, may exist in the same buffer, information X may be included in information Y, or information Y may be included in information X, etc.

[0032] Also, in this specification, selecting or determining information Z means acquiring information Z, acquiring a pointer to information Z, acquiring an ID of information Z, setting a flag for information Z, etc., as long as information Z can be accessed.

[0033] Figure 1 is a conceptual diagram of the information system A in this embodiment. The information system A includes a server device 1, one or two or more user terminals 2, a CTI device 3, one or two or more operator terminals 4, and one or two or more telephone devices 5 of each user. Further, the information system A may include a telephone device used by one or two or more operators. Note that the telephone function used by the operator may be provided in the operator terminal 4. Further, the information system A may include one or two or more web servers (not shown) accessed by the user terminal 2.

[0034] The server device 1 is a device that receives operation information regarding an operation on a web page from the user terminal 2 that a user operates on the web page, and uses the operation information to provide user information to the operator terminal 4. The server device 1 is a device that transmits a telephone number for calling an operator and identification information for a user's inquiry to the user terminal 2. One or two or more web pages accessed by the user terminal 2 may be stored in the server device 1. The server device 1 is, for example, a cloud server or an ASP server, but its type is not limited.

[0035] The user terminal 2 is a terminal used by a user who browses a web page. The user terminal 2 is, for example, a so-called personal computer, smartphone, or tablet terminal, but its type is not limited.

[0036] The CTI device 3 is a device that realizes CTI (Computer Telephony Integration). Since CTI is a known technology, a detailed description thereof will be omitted. The CTI device 3 is a device that receives a call from the telephone device 5 of the user who operates the user terminal 2 and connects to the operator. The CTI device 3 is, for example, a cloud server or an ASP server, but its type is not limited.

[0037] The operator terminal 4 is a terminal used by an operator who supports users. The operator terminal 4 is, for example, a so-called personal computer, smartphone, or tablet terminal, regardless of its type. It is preferable that the operator terminal 4 has a telephone function.

[0038] It is preferable that the server device 1 and each one or more user terminals 2, the server device 1 and the CTI device 3, and the CTI device 3 and one or more operator terminals 4 can communicate with each other via a network such as the Internet.

[0039] FIG. 2 is a block diagram of the information system A in the present embodiment. FIG. 3 is a block diagram of the server device 1.

[0040] The server device 1 includes a server storage unit 11, a server reception unit 12, a server processing unit 13, and a server transmission unit 14. The server storage unit 11 includes a questionnaire management unit 111, a telephone information management unit 112, and a user management unit 113. The server reception unit 12 includes a user information reception unit 121 and an identification information reception unit 122. The server processing unit 13 includes a storage unit 131, a determination unit 132, a questionnaire acquisition unit 133, a telephone number acquisition unit 134, an identification information acquisition unit 135, an association addition unit 136, and a mouse position transfer unit 137. The server transmission unit 14 includes a questionnaire transmission unit 141, an identification information transmission unit 142, and a user information transmission unit 143.

[0041] The user terminal 2 includes a user storage unit 21, a user reception unit 22, a user processing unit 23, a user transmission unit 24, a user reception unit 25, and a user output unit 26.

[0042] The CTI device 3 includes a CTI cooperation unit 31, a CTI reception unit 32, and a CTI transmission unit 33.

[0043] The operator terminal 4 includes an operator storage unit 41, an operator reception unit 42, an operator processing unit 43, an operator transmission unit 44, an operator reception unit 45, and an operator output unit 46. The operator transmission unit 44 includes a mouse position transmission unit 441. The operator reception unit 45 includes a screen reception unit 451.

[0044] Various types of information are stored in the server storage unit 11 that constitutes the server device 1. The various types of information are, for example, the questionnaire described later, the telephone information described later, the user information described later, various conditions, and one or more web pages. The various conditions are, for example, the transmission conditions described later. Needless to say, the transmission conditions may be present in the program that realizes the determination unit 132.

[0045] One or more questionnaires are stored in the questionnaire management unit 111. The questionnaire is a set of one or more questions. The questionnaire is, for example, associated with web page information. The questionnaire is, for example, associated with a guidance flag. The guidance flag is a flag for determining whether to guide the operator to make a phone call. For example, the guidance flag "1" indicates that the operator is guided to make a phone call, and the guidance flag "0" indicates that the operator is not guided to make a phone call. Guiding the operator to make a phone call means transmitting the operator's phone number and identification information to the user terminal 2 after receiving the answer to the questionnaire.

[0046] Web page information is information about a web page. Web page information is usually information that identifies a web page. Web page information includes, for example, a URL, a URI, a domain identifier, the web page itself, and page part information that identifies a part of the web page. A domain identifier is information that identifies a domain. A domain identifier includes, for example, a domain name and a domain ID. Page part information includes, for example, area information that identifies a part of a web page and an identifier of an object included in the web page. A questionnaire is, for example, a web page that includes one or more questions, regardless of its data structure. It is preferable that a questionnaire is a set of questions for obtaining information about a user that an operator should know.

[0047] One or more telephone information items are stored in the telephone information management unit 112. Telephone information is information about a telephone number provided to a user. Telephone information has web page information and a telephone number. The telephone number is the telephone number of an operator. Here, an operator is a person who supports a user when the user operates a web page. An operator is usually a person who understands the content of the web page operated by the user.

[0048] One or more user information items are stored in the user management unit 113. User information is information about a user. User information usually corresponds to a user identifier. User information has one or more operation information items or one or more user attribute values. User information includes, for example, answers described later.

[0049] Operation information is information that identifies an operation performed by a user on a web page. Operation information includes, for example, information corresponding to an operation performed by a user on a web page. Operation information may include web page information. Operation information is information based on one or more operations of a user.

[0050] The operation information received by the user information receiving unit 121 from the user terminal 2 and the operation information stored in the user management unit 113 may have different data structures and the like. For example, the operation information received by the user information receiving unit 121 may be information on primitive operations (e.g., "rightButtonON"), and the operation information stored in the user management unit 113 may be information whose meaning and significance of the operation can be determined (e.g., "Page ○○ has been displayed"). In such a case, the user processing unit 23 constructs the operation information stored in the user management unit 113 using the received one or more pieces of operation information. The operation information received by the user information receiving unit 121 from the user terminal 2 may be information that allows an operator to view and determine the meaning and significance of the operation. The operation information is, for example, information indicating that a button has been pressed, information indicating that an anchor has been instructed, information on an operation to jump to another page, information entered in a field, and the like. The operation information is, for example, "rightButtonON" (indicating that the right mouse button has been pressed), "drug object A" (indicating that object A has been dragged), "<Purchase product ID>123 <Quantity>3" (indicating that 3 products identified by 123 have been purchased), "jump http: / / www.xxx.co.jp" (indicating that the web page specified by the URL "http: / / www.xxx.co.jp" has been accessed), and the like. The data structure, information granularity, etc. of the operation information are not limited. The operation information is usually information that identifies an operation performed by the user, but may also include information regarding the processing performed by the server device 1 due to the user's operation.

[0051] The attribute values of 1 or more are usually static attribute values, but may also include dynamic attribute values. Static attribute values are usually attribute values that do not change, but may be considered as attribute values that do not change from moment to moment. Static attribute values are, for example, name, age, address, telephone number, credit card number, email address, user terminal identifier, user identifier, password, etc. Dynamic attribute values are attribute values that can change dynamically due to user operations or the like. Dynamic attribute values include, for example, real-time dynamic attribute values and dynamic attribute values using history information. Real-time dynamic attribute values are attribute values that change from moment to moment in real time. Real-time dynamic attribute values are, for example, the stay time of the web page that the user is currently viewing, the number of web pages viewed during the current stay, etc. Dynamic attribute values using history information are dynamic attribute values obtained using the history of operation information during past visits. Dynamic attribute values using history information are, for example, the number of purchases, purchase amount, total purchase amount, average stay time, average number of page views, number of visits, score based on user operation information, categories described later, etc. Note that the process of obtaining dynamic attribute values is possible by known techniques.

[0052] The server receiving unit 12 receives various information and instructions. The various information and instructions are, for example, web page information, user information, operation information, answers to questionnaires, identification information described later, and screen information.

[0053] The server receiving unit 12 receives the screen information transmitted from the user terminal 2. The screen information is a screen for configuring the screen of the user terminal 2. The screen information may be a video, or may be one or more pieces of operation information and web page information for configuring the screen. It is preferable that the screen information is information for configuring the window that the user is operating.

[0054] The user information receiving unit 121 receives web page information regarding the web page output to the user terminal 2. The user information receiving unit 121 receives, for example, web page information from the user terminal 2, but may also receive web page information from a web server (not shown) where the web page output to the user terminal 2 exists.

[0055] The user information receiving unit 121 receives user information. The user information receiving unit 121 usually receives user information from the user terminal 2, but may also receive user information from a web server (not shown) where the web page output to the user terminal 2 exists. Note that the user information here may also be operation information.

[0056] The user information receiving unit 121 receives one or more pieces of operation information related to operations on the user terminal 2. The user information receiving unit 121 usually receives operation information from the user terminal 2, but may also receive operation information from a web server (not shown) where the web page output to the user terminal 2 exists. Such operation information is usually associated with a user identifier.

[0057] The user information receiving unit 121 receives answers to the questionnaire. The user information receiving unit 121 usually receives answers from the user terminal 2, but may also receive answers from a web server (not shown) where the web page output to the user terminal 2 exists.

[0058] The identification information receiving unit 122 receives identification information from the CTI device 3. Such identification information is information transmitted from the telephone device 5 used by the user and received by the CTI device 3.

[0059] The server processing unit 13 performs various processes. The various processes are processes performed by the storage unit 131, the determination unit 132, the questionnaire acquisition unit 133, etc.

[0060] The server processing unit 13 always acquires information regarding the browsing of a user visiting the website, for example. Information regarding browsing is the stay time on the website or web page, the number of browsed pages, etc. That is, for example, the server processing unit 13 always measures the stay time of the user visiting the website on the said site or web page. Also, the server processing unit 13 performs purchase processing, payment processing, etc. of goods based on the received operation information. Also, the server processing unit 13 updates the dynamic attribute value of the user based on the received operation information.

[0061] The server processing unit 13 performs processing according to the received operation information, for example. The processing according to the operation information is, for example, transmission of a web page corresponding to the operation information, purchase processing of a product corresponding to the operation information, settlement processing corresponding to the operation information, and the like. Any processing may be performed as long as it conforms to the operation information. The server processing unit 13 performs the processing and obtains a processing result. Note that the processing result is, for example, a destination web page, a panel on which the result of a product purchase instruction is described, an error message, and the like. In addition, since the processing of such a server processing unit 13 is a known technique, detailed description thereof is omitted. Further, the processing according to the received operation information may be performed by another device such as a web server (not shown).

[0062] The storage unit 131 stores the received operation information and / or user attribute values in the user management unit 113 in association with the user identifier. The user attribute value is information based on the operation information. The storage unit 131 may store the received web page information in the user management unit 113 in association with the user identifier. The storage unit 131 may store the received answer in the user management unit 113 in a pair with the user identifier associated with the answer. The answer corresponds to, for example, a questionnaire.

[0063] The determination unit 132 determines whether the operation information received by the user information receiving unit 121 satisfies one or more respective transmission conditions.

[0064] The transmission condition is information for transmitting a telephone number to the user terminal 2. The transmission condition is a condition for determining whether to transmit the telephone number to the user terminal 2. The transmission condition is, for example, a condition related to an operation result, a condition based on one piece of operation information or an operation sequence of two or more pieces of operation information. The transmission condition related to the operation result is that the operation information is information related to an operation that results in an error or operation information indicating an error. The condition based on one piece of operation information or an operation sequence is, for example, matching a confusion condition. The confusion condition is a condition for determining that the user is in trouble. The confusion condition is, for example, indicating that the operation sequence is going back and forth between two or more web pages. The confusion condition is, for example, that the user information receiving unit 121 does not receive operation information for a predetermined time or more.

[0065] The transmission condition is, for example, that the operation information is information specifying an operation instructing the transmission of a telephone number. The operation instructing the transmission of a telephone number may be the same as the operation instructing the transmission of a questionnaire.

[0066] The questionnaire acquisition unit 133 acquires a questionnaire from the questionnaire management unit 111. The questionnaire acquisition unit 133 acquires, for example, a questionnaire associated with the web page information received by the user information receiving unit 121 from the questionnaire management unit 111. It is preferable that the questionnaire acquisition unit 133 acquires a questionnaire from the questionnaire management unit 111 when the determination unit 132 determines that the transmission condition is satisfied.

[0067] The telephone number acquisition unit 134 acquires a telephone number from the telephone information management unit 112. The telephone number acquisition unit 134 acquires, for example, a telephone number paired with the web page information acquired by the user information receiving unit 121 from the telephone information management unit 112. It is preferable that the telephone number acquisition unit 134 acquires a telephone number when the determination unit 132 determines that the transmission condition is satisfied. Note that acquiring a telephone number may also mean acquiring a web page including the telephone number.

[0068] The identification information acquisition unit 135 acquires unique identification information. When the determination unit 132 determines that the transmission condition is satisfied, it is preferable for the identification information acquisition unit 135 to acquire the identification information. Acquiring the identification information is, for example, generating unique identification information or reading out unused identification information in the server storage unit 11. The identification information is preferably a numeric string. This is because it is information input by phone.

[0069] The association addition unit 136 associates the identification information acquired by the identification information acquisition unit 135 with the user information of the user. The association addition unit 136, for example, accumulates the identification information in the user management unit 113 in pairs with the user identifier. Note that the user identifier is the identifier of the user who uses the user terminal 2 that has transmitted the operation information.

[0070] The mouse position transfer unit 137 receives the position information from the operator terminal 4 and transmits the position information to the user terminal 2. The position information is information that specifies the position of the mouse of the operator terminal 4. The position information is usually the relative position of the mouse in the window output to the user terminal 2. The window is usually the window of the web page that the user is operating. Note that the mouse may also be referred to as an indicator and may be considered to include a trackball or the like.

[0071] The server transmission unit 14 transmits the phone number acquired by the phone number acquisition unit 134 and the identification information acquired by the identification information acquisition unit 135 to the user terminal 2. The server transmission unit 14, for example, transmits a web page including the phone number and the identification information. The server transmission unit 14 transmits the phone number and the identification information together, but may also transmit the phone number and the identification information separately.

[0072] When the determination unit 132 determines that the transmission condition is satisfied, the server transmission unit 14 transmits the phone number to the user terminal 2. When the determination unit 132 determines that the transmission condition is satisfied, the server transmission unit 14 transmits the identification information to the user terminal 2.

[0073] When the determination unit 132 determines that the transmission condition is satisfied, it is preferable for the server transmission unit 14 to transmit the questionnaire to the user terminal 2.

[0074] After receiving the answer to the questionnaire, it is preferable for the server transmission unit 14 to transmit the telephone number and the identification information to the user terminal 2. When the guidance flag is ON (for example, "1"), it is preferable for the server transmission unit 14 to transmit the telephone number and the identification information to the user terminal 2.

[0075] The server transmission unit 14 transmits the questionnaire acquired by the questionnaire acquisition unit 133 to the user terminal 2.

[0076] The server transmission unit 14 transmits the operation information or / and the user attribute value. Although it is preferable for the server transmission unit 14 to transmit the operation information or / and the user attribute value to the operator terminal 4, it may be transmitted to the operator terminal 4 via another device such as the CTI device 3.

[0077] It is preferable for the server transmission unit 14 to transmit the screen information received by the server reception unit 12 to the operator terminal 4.

[0078] The questionnaire transmission unit 141 transmits the questionnaire acquired by the questionnaire acquisition unit 133 to the user terminal 2.

[0079] The identification information transmission unit 142 transmits the identification information acquired by the identification information acquisition unit 135 to the user terminal 2. The identification information transmission unit 142 may transmit the telephone number together with the identification information.

[0080] The user information transmission unit 143 receives identification information from the CTI device 3, acquires user information corresponding to the identification information from the user management unit 113, and transmits the user information. The user information transmission unit 143 usually transmits the user information to the CTI device 3, but may also transmit it to the operator terminal 4. Note that the user information transmitted to the CTI device 3 is transmitted to the operator terminal 4 via the CTI device 3. The user information here is, for example, one or more types of information among the user's name, email address, one or more static attribute values, one or more dynamic attribute values, answers, operation information, identification information, and web page information.

[0081] Various types of information are stored in the user storage unit 21 that constitutes the user terminal 2. The various types of information are, for example, user identifiers, user attribute values, etc. A user identifier is information for identifying a user, and is, for example, an ID, but may also be other information such as a phone number, credit card number, email address, etc. The user identifier may be a user terminal identifier for identifying the user terminal 2. The user terminal identifier is, for example, a Cookie ID, session identifier, IP address, MAC address, etc. Also, the user's attribute value here is, for example, a static attribute value such as the user's gender, age, etc.

[0082] The user reception unit 22 receives inputs such as instructions and information from the user. The instructions and information, etc. are, for example, page identifiers, operations on web pages, operation information, answers to questionnaires. The input means for the instructions and information, etc. may be anything, such as a touch panel, keyboard, mouse, menu screen, etc.

[0083] A page identifier is information for identifying a web page. The page identifier is, for example, a URI, URL. The received page identifier is usually the identifier of the accessed web page.

[0084] The user processing unit 23 performs various processes. The various processes include, for example, a process of changing instructions, information, etc. received by the user reception unit 22 into instructions, information, etc. having a structure for transmission, a process of changing the information received by the user reception unit 25 into a structure for output, and the like. The user processing unit 23, for example, acquires screen information constituting the screen of the window of the web page being operated. Note that the screen information may be information including one or more pieces of operation information.

[0085] The user transmission unit 24 transmits various information, instructions, etc. The various information, instructions, etc. include, for example, operation information, answers, and screen information.

[0086] The user transmission unit 24 usually transmits information, instructions, etc. to the server device 1. In addition to the operation information, the user transmission unit 24 may transmit a user identifier and one or more attribute values of the user. Note that the attribute values of the user are stored in the user storage unit 21. The user transmission unit 24, for example, transmits the screen information acquired by the user processing unit 23 to the server device 1.

[0087] The user reception unit 25 receives various information. The various information includes, for example, web pages, questionnaires, and position information. The user reception unit 25, for example, receives a web page from a web server (not shown) or the server device 1. The user reception unit 25, for example, receives a questionnaire from the server device 1. The user reception unit 25, for example, receives position information from the server device 1.

[0088] The user output unit 26 outputs various information. The various information is, for example, information received by the user reception unit 25 and changed into a structure output by the user processing unit 23, and is, for example, a web page and a questionnaire. The user output unit 26, for example, outputs the mouse pointer of the operator terminal 4 to the position specified by the received position information. Note that the shape and display mode of the mouse pointer are not limited.

[0089] Here, the output usually refers to the display on a display, but it can also be considered as a concept including projection using a projector, printing by a printer, audio output, transmission to an external device, storage on a recording medium, delivery of the processing result to another processing device or another program, etc.

[0090] The CTI cooperation unit 31 that constitutes the CTI device 3 receives a call from the user's telephone device 5. Then, the CTI cooperation unit 31 acquires the telephone number corresponding to the call and connects the user's telephone device 5 to the telephone device of the operator corresponding to the telephone number. Note that the telephone device of the operator may be the operator terminal 4 or a telephone device of a device different from the operator terminal 4.

[0091] The CTI reception unit 32 receives identification information from the user's telephone device 5. In response to the CTI transmission unit 33 transmitting the identification information to the server device 1, the CTI reception unit 32 may receive user information from the server device 1. Note that the user information may be directly transmitted from the server device 1 to the operator terminal 4. In such a case, the CTI reception unit 32 usually does not receive user information from the server device 1.

[0092] The CTI transmission unit 33 transmits the identification information received from the user's telephone device 5 to the server device 1. The transmission of such identification information is an inquiry using the identification information. Also, the identification information is the information received by the identification information reception unit 122.

[0093] The CTI transmission unit 33 may transmit the user information received by the CTI reception unit 32 to the operator terminal 4. When the user information is directly transmitted from the server device 1 to the operator terminal 4, usually, the CTI transmission unit 33 does not transmit the user information to the operator terminal 4.

[0094] Various types of information are stored in the operator storage unit 41 that constitutes the operator terminal 4. The various types of information are, for example, the screen information described later, the web page operated by the operator, and one or more pieces of operation information of the user.

[0095] The operator reception unit 42 receives inputs such as instructions and information from the operator. The instructions and information include, for example, operations on web pages and operation information.

[0096] The input means for instructions and information can be anything, such as a touch panel, keyboard, mouse, or menu screen.

[0097] The operator processing unit 43 performs various processes. The various processes include, for example, processes of changing the instructions and information received by the operator reception unit 42 into instructions and information of a structure for transmission, and processes of changing the information received by the terminal reception unit 15 into a structure for output.

[0098] The operator processing unit 43 acquires the position information of the mouse pointer of the operator terminal 4 on the screen (window) output on the user terminal 2. The position information usually indicates the relative position of the mouse in the window.

[0099] The operator processing unit 43 constructs the screen to be output using the screen information received by the screen reception unit 451.

[0100] The operator transmission unit 44 receives various information. The various information includes, for example, the position information described later.

[0101] The mouse position transmission unit 441 acquires the position information of the mouse pointer of the operator terminal 4 on the screen output on the user terminal 2, and transmits the position information towards the user terminal 2. The position information usually indicates the relative position of the mouse pointer within the window being focused on in the screen output on the user terminal 2. It is preferable that while the mouse position transmission unit 441 is transmitting the position information, the operator is having a phone conversation with the user.

[0102] The operator reception unit 45 receives various information. The various information includes, for example, user information, screen information, and one or more pieces of operation information.

[0103] The screen receiving unit 451 receives screen information regarding the screen output by the user terminal 2. The screen receiving unit 451 usually receives the screen information transmitted from the user terminal 2 via the server device 1.

[0104] The operator output unit 46 outputs a screen based on the screen information received by the screen receiving unit 451. The operator output unit 46 outputs the user information received by the user information receiving unit 121. It is preferable for the operator output unit 46 to output the said screen and the said user information on one screen. However, the operator output unit 46 may also output the said screen and the said user information separately.

[0105] The server storage unit 11, the questionnaire management unit 111, the telephone information management unit 112, the user management unit 113, the user storage unit 21, and the operator storage unit 41 are preferably non-volatile recording media, but can also be realized with volatile recording media.

[0106] The process of information being stored in the server storage unit 11 etc. is not limited. For example, information may be stored in the server storage unit 11 etc. via a recording medium, information transmitted via a communication line etc. may be stored in the server storage unit 11 etc., or information input via an input device may be stored in the server storage unit 11 etc.

[0107] The server receiving unit 12, the user information receiving unit 121, the identification information receiving unit 122, the mouse position transfer unit 137, the server transmitting unit 14, the questionnaire transmitting unit 141, the identification information transmitting unit 142, the user information transmitting unit 143, the user transmitting unit 24, the user receiving unit 25, the CTI cooperation unit 31, the CTI receiving unit 32, the CTI transmitting unit 33, the operator transmitting unit 44, the operator receiving unit 45, the mouse position transmitting unit 441, and the screen receiving unit 451 are usually realized by wireless or wired communication means.

[0108] The server processing unit 13, the storage unit 131, the determination unit 132, the questionnaire acquisition unit 133, the telephone number acquisition unit 134, the identification information acquisition unit 135, the association addition unit 136, the user processing unit 23, and the operator processing unit 43 can usually be realized from a processor, a memory, and the like. The processing procedures of the server processing unit 13 and the like are usually realized by software, and the software is recorded on a recording medium such as a ROM. However, it may be realized by hardware (a dedicated circuit). Note that the processor may be a CPU, an MPU, a GPU, or the like, and its type is not limited.

[0109] The user reception unit 22 and the operator reception unit 42 can be realized by a device driver of an input means such as a touch panel or a keyboard, control software of a menu screen, or the like.

[0110] The user output unit 26 and the operator output unit 46 may or may not be considered to include output devices such as a display and a speaker. The user output unit 26 and the like can be realized by driver software of an output device or driver software of an output device and an output device or the like.

[0111] Next, an operation example of the information system A will be described. First, an operation example of the server device 1 will be described using the flowchart of FIG. 4.

[0112] (Step S401) The user information reception unit 121 determines whether or not it has received operation information or the like. If it has received operation information or the like, it proceeds to step S402, and if it has not received it, it proceeds to step S413. Note that the operation information or the like here is one or two or more types of information among one or two or more pieces of operation information, one or two or more user attribute values, and web page information. In addition, a user identifier is usually associated with the operation information or the like here.

[0113] (Step S402) The storage unit 131 associates the operation information or the like received in step S401 with a user identifier and stores it in the user management unit 113. It is preferable that time information for specifying a time is associated with the operation information or the like to be stored.

[0114] (Step S403) The server processing unit 13 performs processing according to the operation information and the like received in Step S401. Here, the server processing unit 13 does not necessarily have to perform processing according to the operation information and the like.

[0115] (Step S404) The determination unit 132 determines whether to send a questionnaire or identification information using one or more pieces of operation information paired with the user identifier corresponding to the operation information and the like received in Step S401. An example of such transmission determination processing will be described using the flowchart of FIG. 5.

[0116] (Step S405) If the determination result in Step S404 is "send", the server processing unit 13 proceeds to Step S406; if it is "do not send", the server processing unit 13 returns to Step S401.

[0117] (Step S406) The questionnaire acquisition unit 133 determines whether to send a questionnaire. If it is to send a questionnaire, it proceeds to Step S407; if it is not to send a questionnaire, it proceeds to Step S409.

[0118] Note that the questionnaire acquisition unit 133, for example, acquires web page information (e.g., URL) corresponding to one or more pieces of operation information that meet the transmission conditions. Next, the questionnaire acquisition unit 133 determines, for example, whether the information paired with the web page information is a questionnaire or a phone number. If the information paired with the web page information is a questionnaire, it proceeds to Step S407; if it is a phone number, it proceeds to Step S409.

[0119] If a questionnaire corresponding to the web page information paired with one or more pieces of operation information that meet the transmission conditions exists in the questionnaire management unit 111, the questionnaire acquisition unit 133 may acquire the questionnaire; if it cannot be acquired, it may also proceed to Step S409.

[0120] Also, if it is determined that a questionnaire must always be sent to the user before sending the phone number, the determination process in step S406 does not exist, and the control may transition from step S405 to step S407.

[0121] (Step S407) The questionnaire acquisition unit 133 acquires a questionnaire corresponding to the web page information from the questionnaire management unit 111. Note that the web page information is web page information corresponding to the received operation information or the like. The web page information is included in, for example, the received operation information or the like.

[0122] (Step S408) The questionnaire transmission unit 141 transmits the questionnaire acquired in step S407 to the user terminal 2, which is the transmission source of the operation information or the like received in step S401. Return to step S401.

[0123] (Step S409) The identification information acquisition unit 135 acquires unique identification information. Next, the association unit 136 associates the identification information with the user identifier corresponding to the operation information or the like received in step S401.

[0124] (Step S410) The phone number acquisition unit 134 acquires phone information corresponding to the web page information from the phone information management unit 112.

[0125] (Step S411) The server processing unit 13 constructs screen information having the identification information acquired in step S409 and the phone information acquired in step S410.

[0126] (Step S412) The identification information transmission unit 142 transmits the screen information constructed in step S411 to the user terminal 2. Return to step S401.

[0127] (Step S413) The identification information receiving unit 122 determines whether it has received identification information or the like from the CTI device 3. If it has received the identification information or the like, it proceeds to step S414; if not, it proceeds to step S416. The identification information or the like may be only the identification information, or may be the identification information and the user's telephone number or the like.

[0128] (Step S414) The user information transmitting unit 143 acquires the user information corresponding to the identification information received in step S413 from the user management unit 113.

[0129] (Step S415) The user information transmitting unit 143 transmits the user information acquired in step S414 to the CTI device 3. It returns to step S401.

[0130] (Step S416) The server receiving unit 12 determines whether it has received a response or the like transmitted from the user terminal 2. If it has received the response or the like, it proceeds to step S417; if not, it proceeds to step S419. Note that the response or the like is, for example, a response and a user identifier.

[0131] (Step S417) The storage unit 131 stores the response received in step S416 in the user management unit 113 in association with the user identifier corresponding to the response.

[0132] (Step S418) The server processing unit 13 determines whether to guide the user to call the operator. If it is to guide the user to call, it proceeds to step S419; if not, it returns to step S401.

[0133] In addition, when a questionnaire response is received, it may be configured to always direct the call to the operator. Also, in the questionnaire management unit 111, if there is an induction flag, which is a telephone induction flag, associated with the questionnaire, the server processing unit 13 may determine to direct the call to the operator. The server processing unit 13 may also determine to direct the call to the operator based on the content of the questionnaire response. For example, when the questionnaire response includes information such as "in trouble", the server processing unit 13 may determine to direct the call to the operator.

[0134] (Step S419) The server receiving unit 12 determines whether it has received the screen information of the user terminal 2 or the like. If it has received the screen information or the like, it proceeds to step S420; if not, it proceeds to step S421. Note that the screen information or the like is, for example, the screen information and the user identifier.

[0135] (Step S420) The server transmitting unit 14 transmits the screen information received in step S419 to the operator terminal 4 corresponding to the user terminal 2. It returns to step S401.

[0136] (Step S421) The mouse position transfer unit 137 determines whether it has received the position information or the like from the operator terminal 4. If it has received the position information or the like, it proceeds to step S422; if not, it returns to step S401. The position information or the like is, for example, the position information and the user identifier (e.g., the phone number).

[0137] (Step S422) The mouse position transfer unit 137 transmits the position information received in step S421 to the user terminal 2 corresponding to the operator terminal 4. It returns to step S401.

[0138] Note that in the flowchart of FIG. 4, different questionnaires may be obtained or different phone numbers may be obtained according to the satisfied transmission conditions. In such a case, the questionnaires may be managed in pairs with two or more respective transmission conditions, or the phone numbers may be managed in pairs with two or more respective transmission conditions.

[0139] Also, in the flowchart of FIG. 4, the process ends due to an interrupt such as power-off or end of processing.

[0140] Next, an example of the transmission determination process in step S404 will be described using the flowchart of FIG. 5.

[0141] (Step S501) The determination unit 132 acquires a user identifier paired with the operation information etc. received in step S401.

[0142] (Step S502) The determination unit 132 acquires one or more pieces of operation information paired with the user identifier acquired in step S501 from the user management unit 113.

[0143] (Step S503) The determination unit 132 assigns 1 to the counter i.

[0144] (Step S504) The determination unit 132 determines whether the i-th transmission condition exists in the server storage unit 11. If the i-th transmission condition exists, it proceeds to step S505; if it does not exist, it proceeds to step S508.

[0145] (Step S505) The determination unit 132 determines whether the one or more pieces of operation information acquired in step S502 match the i-th transmission condition. If it matches the i-th transmission condition, it proceeds to step S506; if it does not match, it proceeds to step S507.

[0146] (Step S506) The determination unit 132 assigns "transmit" to the determination result. Return to the upper-level process.

[0147] (Step S507) The determination unit 132 increments the counter i by 1. Return to step S504.

[0148] (Step S508) The determination unit 132 assigns "do not transmit" to the determination result. Return to the upper-level process.

[0149] Note that in the flowchart of FIG. 5, the determination unit 132 may determine whether or not it meets one or more other transmission conditions even after meeting one transmission condition.

[0150] Next, an operation example of the user terminal 2 will be described using the flowchart of FIG. 6.

[0151] (Step S601) The user reception unit 22 determines whether or not it has received an operation from the user. If it has received an operation, it proceeds to step S602, and if it has not received an operation, it proceeds to step S604.

[0152] (Step S602) The user processing unit 23 acquires operation information based on the operation received in step S601.

[0153] (Step S603) The user processing unit 23 acquires the user identifier in the user storage unit 21. The user processing unit 23 configures operation information and the like having the user identifier and the operation information acquired in step S602. The user transmission unit 24 transmits the operation information and the like. It returns to step S601. Note that the user transmission unit 24 transmits the operation information and the like to both or one of the server device 1 and a web server (not shown), for example.

[0154] (Step S604) The user reception unit 25 determines whether or not it has received a web page from the server device 1 or a web server (not shown). If it has received a web page, it proceeds to step S605, and if it has not received a web page, it proceeds to step S606. Note that the web page is, for example, a page of an EC site or a site of an organization that sells products or services, but its content is not limited.

[0155] (Step S605) The user output unit 26 outputs the web page received in step S604. It returns to step S601. Note that the web page here may have a telephone number or identification information for calling an operator.

[0156] (Step S606) The user reception unit 25 determines whether an inquiry has been received from the server device 1. If an inquiry has been received, it proceeds to step S607; if not, it proceeds to step S608.

[0157] (Step S607) The user output unit 26 outputs the inquiry received in step S606. It returns to step S601.

[0158] (Step S608) The user reception unit 22 determines whether an answer to the inquiry output in step S607 has been received. If an answer has been received, it proceeds to step S609; if not, it proceeds to step S610.

[0159] (Step S609) The user processing unit 23 acquires a user identifier. The user processing unit 23 constructs an answer or the like having the user identifier and the answer. The user transmission unit 24 transmits the answer or the like to the server device 1. It returns to step S601.

[0160] (Step S610) The user reception unit 25 determines whether location information has been received from the server device 1. If location information has been received, it proceeds to step S611; if not, it proceeds to step S612.

[0161] (Step S611) The user processing unit 23 uses the location information to specify the location of the relative position indicated by the location information and corresponding to the window identified by the window identifier at the relative position of the window. The user output unit 26 outputs the mouse pointer to the location of the window. It returns to step S601.

[0162] (Step S612) The user processing unit 23 determines whether to transmit screen information. If it is to transmit screen information, it proceeds to step S613; if not, it proceeds to step S614.

[0163] (Step S613) The user processing unit 23 acquires the user identifier. The user processing unit 23 constitutes screen information etc. having the user identifier and the screen information. The user transmission unit 24 transmits the screen information etc. to the server device 1. Return to step S601.

[0164] (Step S614) The user reception unit 25 determines whether or not it has received identification information etc. from the server device 1. If it has received the identification information etc., it proceeds to step S615, and if it has not received it, it returns to step S601. Note that the identification information etc. is, for example, only the identification information or the telephone number of the call to the operator.

[0165] (Step S615) The user output unit 26 outputs the identification information etc. received in step S614. Return to step S601.

[0166] In the flowchart of FIG. 6, the user terminal 2 may have a telephone function for calling the operator whose displayed telephone number is specified. When the user terminal 2 has a telephone function, during a call, the user reception unit 22 may receive the identification information. In such a case, the identification information received by the user reception unit 22 is transmitted to the CTI device 3.

[0167] Also, it is preferable that the user's telephone device 5 accepts the input of the identification information output to the user terminal 2. In such a case, the telephone device 5 transmits the accepted identification information to the CTI device 3.

[0168] In the flowchart of FIG. 6, the process ends due to a power-off or a processing end interrupt.

[0169] Next, an operation example of the CTI device 3 will be described using the flowchart of FIG. 7.

[0170] (Step S701) The CTI cooperation unit 31 determines whether or not it has received a call from the user's telephone device 5. If it has received the call, it proceeds to step S702, and if it has not received the call, it returns to step S701.

[0171] (Step S702) The CTI connection unit 31 acquires the telephone number of the destination called by the user.

[0172] (Step S703) The CTI connection unit 31 connects the user's telephone device 5 and the telephone device of the operator specified by the telephone number acquired in Step S702.

[0173] (Step S704) The CTI device 3 transmits a guidance (message) prompting the input of identification information to the user's telephone device 5.

[0174] (Step S705) The CTI reception unit 32 determines whether or not it has received identification information from the user's telephone device. If it has received the identification information, it proceeds to Step S706; if not, it returns to Step S705.

[0175] (Step S706) The CTI transmission unit 33 transmits the identification information received in Step S705 to the server device 1. The transmission of such identification information is a request for acquisition of user information using the identification information as a key.

[0176] (Step S707) The CTI reception unit 32 determines whether or not it has received user information corresponding to the identification information from the server device 1 in response to the transmission of the identification information. If it has received the user information, it proceeds to Step S708; if not, it returns to Step S707.

[0177] (Step S707) The CTI transmission unit 33 transmits the user information received in Step S707 to the operator terminal 4 paired with the telephone number acquired in Step S702. It returns to Step S701.

[0178] Note that in the flowchart of FIG. 7, the process ends due to a power-off or an interruption of the end of processing.

[0179] Next, an operation example of the operator terminal 4 will be described using the flowchart of FIG. 8.

[0180] (Step S801) The operator reception unit 45 determines whether it has received user information from the CTI device 3. If it has received the user information, it proceeds to step S802; if not, it proceeds to step S803.

[0181] (Step S802) The operator output unit 46 outputs the user information received in step S801. It returns to step S801. Such user information is the information of the user who is the party the operator is calling.

[0182] (Step S803) The screen reception unit 451 determines whether it has received screen information. If it has received the screen information, it proceeds to step S804; if not, it proceeds to step S805.

[0183] (Step S804) The operator processing unit 43 constructs a screen using the screen information received in step S803. The operator output unit 46 outputs the said screen. It returns to step S801. Note that the said screen is the screen on the user terminal 2 and is the screen output to assist the operator in the user's operations.

[0184] (Step S805) The operator processing unit 43 determines whether to transmit the position information of the operator's mouse. If it is to transmit the position information, it proceeds to step S806; if not, it proceeds to step S808. Note that when transmitting the position information of the mouse, for example, when a flag indicating that the position of the mouse is to be transmitted is stored in the operator storage unit 41, when a screen based on the screen information of the user terminal 2 is being output, when the operator terminal 4 detects that the telephone function is activated (during a call), etc.

[0185] (Step S806) The operator processing unit 43 acquires position information for specifying the relative position of the mouse of the operator terminal 4 on the screen based on the screen information of the user terminal 2. The operator processing unit 43 acquires the operator identifier or user identifier of the operator storage unit 41. The operator processing unit 43 constitutes position information etc. having the position information and the operator identifier etc.

[0186] (Step S807) The mouse position transmission unit 441 transmits the position information etc. to the server device 1. Return to Step S801.

[0187] (Step S808) The operator reception unit 42 determines whether an operation from the operator has been received. If an operation has been received, proceed to Step S809, and if not, return to Step S801. Note that the operation is, for example, the input of information indicating the transmission of the mouse position.

[0188] (Step S809) The operator processing unit 43 performs processing according to the operation received in Step S808. Return to Step S801. Note that such processing is, for example, accumulating a flag indicating the transmission of the mouse position in the operator storage unit 41.

[0189] Note that in the flowchart of FIG. 8, the processing ends due to a power-off or a processing end interrupt.

[0190] Next, the operation of the user's telephone device 5 will be described. The user inputs the telephone number of the operator output to the user terminal 2 to his / her own telephone device 5 and calls the operator. As a result, the telephone device 5 and the operator's telephone device are connected. Also, in response to the output of the message from the CTI device 3 on the telephone device 5, the user inputs identification information to the telephone device 5. By that input, the identification information is transmitted from the telephone device 5 to the CTI device 3.

[0191] Hereinafter, a specific operation example of the information system A in the present embodiment will be described.

[0192] The questionnaire management unit 111 of the server device 1 stores the questionnaire management table shown in FIG. 9. The questionnaire management table is a table for managing questionnaires associated with web page information. The questionnaire management table is a table that manages one or more records having "ID", "web page information", "questionnaire identifier", and "guidance flag". "ID" is information for identifying a record. "Web page information" here is, for example, a URL (e.g., "URL1"), or a site identifier of a website (e.g., "Website A"), or area information for specifying a part of a web page (e.g., a URL (e.g., "URL3") and area information for specifying a relative position in the page specified by the URL (e.g., "(x1,y1)(x2,y2)")). The "questionnaire identifier" is information for identifying a questionnaire, and here, for example, it is a URL (e.g., "Questionnaire 1", "Questionnaire 2").

[0193] The telephone information management unit 112 of the server device 1 stores the telephone information management table shown in FIG. 10. The telephone information management table manages telephone numbers corresponding to web page information. The telephone information management table is a table that manages one or more records having "ID", "web page information", and "telephone number". The "telephone number" may be information for specifying a telephone number or an identifier of a web page including telephone information (e.g., a URL). In FIG. 10, "URLX" and "URLY" are URLs for specifying a web page including telephone information. Also, it is preferable that variables for substituting identification information are included in such a web page.

[0194] The user management unit 113 of the server device 1 stores the user management table shown in FIGS. 11 and 12. The user management table is a table for managing user information of one or two or more users. The user management tables in FIGS. 11 and 12 are tables for managing user information for each web page information.

[0195] The user management table in FIG. 11 stores one or more records having "web page information", "user identifier", "name", "email address", "static attribute value", and "dynamic attribute value". The "static attribute value" is usually information accumulated in pairs with the user identifier at the time of user registration. The "dynamic attribute value" has "real-time dynamic attribute value" and "historical information usage dynamic attribute value". The "real-time dynamic attribute value" is the attribute value of a user staying on the website identified by the page identifier, and here it includes "stay time (seconds)" and "number of pages viewed". The "stay time (seconds)" is the stay time on the website identified by the page identifier. The "number of pages viewed" is the number of pages viewed on the website identified by the page identifier. The "historical information usage dynamic attribute value" is here "number of visits", "number of purchases", "total purchase amount (yen)", "average number of page views", and "segment". The "segment" is the rank of the user as a librarian, and here it is "gold member", "silver member", "bronze member", etc.

[0196] The user management table shown in FIG. 12 has "web page information", "user identifier", "identification information", "answer", and "operation information". The "identification information" is the identification information given to a user who should make an inquiry. The "answer" is the answer to a questionnaire conducted before the user makes a telephone inquiry to the operator. The "operation information" is information that identifies the operations of the user on the web page currently being viewed. Note that the web page may be a website.

[0197] In the above situation, the operation of information system A will be described using the flowchart of the processing of information system A in FIG. 13.

[0198] User "Ako Yamada" (hereinafter referred to as the user) accesses a web page (web page information "URL1") where insurance applications can be made using user terminal 2 and operates user terminal 2 (see Fig. 14). During this time, operation information based on the user's operations is transmitted from user terminal 2 to server device 1 in pairs with user identifier "1" (Fig. 13(A)). Note that "URL1" is assumed to be "https: / / kartehoken.com / ".

[0199] The user information receiving unit 121 of server device 1 successively receives operation information and the like from user terminal 2. Then, the storage unit 131 stores the received operation information in the user management table (Fig. 12) in association with the web page information "URL1" and user identifier "1". Such operation information is the attribute value of the attribute "operation information" in Fig. 12. Next, the server processing unit 13 performs processing according to the received operation information and the like. Here, an error occurs in the received operation information in the server processing unit 13, and it acquires information such as "error message: This option cannot be selected", and stores the information in the user management table (Fig. 12) in association with the web page information "URL1" and user identifier "1".

[0200] Next, the determination unit 132 determines whether to send a questionnaire or identification information using the operation information (the attribute value of "operation information" in Fig. 12) associated with the web page information "URL1" and user identifier "1". Then, the determination unit 132 determines that the stored operation information satisfies the transmission condition "an error has occurred".

[0201] Next, the questionnaire acquisition unit 133 acquires the web page information "URL1" corresponding to one or more operation information that meets the transmission conditions from the user management table (Fig. 12). Next, the questionnaire acquisition unit 133 acquires the questionnaire identifier "questionnaire 1" paired with the web page information "URL1" from the questionnaire management table (Fig. 9), and acquires the questionnaire identified by the questionnaire identifier "questionnaire 1" from the server storage unit 11.

[0202] Next, the questionnaire transmission unit 141 transmits the acquired "Questionnaire 1" to the user terminal 2 of the user (Fig. 13 (B)).

[0203] Next, the user terminal 2 receives and outputs the questionnaire. The questionnaire is 1501 in Fig. 15. And it is assumed that the user inputs answers (1501, 1502, 1503) to the questionnaire and instructs the "Send" button 1505.

[0204] Next, the user terminal 2 associates the answer to the questionnaire with the web page information "URL1" and the user identifier "1", and transmits it to the server device 1 (Fig. 13 (A)).

[0205] Next, the server reception unit 12 of the server device 1 receives answers and the like from the user terminal 2. Next, the storage unit 131 associates the received answer with the web page information "URL1" and the user identifier "1", and stores it in the user management table (Fig. 12). Note that the stored answer is an answer paired with the web page information "URL1" and the user identifier "1", and is the attribute value of "Answer" in Fig. 12.

[0206] Next, the server processing unit 13 acquires the guidance flag "1" paired with "Questionnaire 1" from the questionnaire management table (Fig. 9). And the server processing unit 13 determines to guide the user to call the operator based on the guidance flag "1".

[0207] Next, the identification information acquisition unit 135 generates unique identification information "6410". Also, the phone number acquisition unit 134 acquires the phone number "03 - 6625 - 3972" paired with the web page information "URL1" from the phone information management table (Fig. 10). Next, the server processing unit 13 substitutes the identification information "6410" and the phone information "03 - 6625 - 3972" into the web page template (not shown) of the server storage unit 11 to configure the screen information (web page) to be transmitted. Next, the identification information transmission unit 142 transmits the configured screen information to the user terminal 2 of the user.

[0208] Next, the user's user terminal 2 receives the screen information, constructs a screen from the screen information, and outputs it. An example of such a screen is shown in FIG. 16. In FIG. 16, the identification information "6410", which is the inquiry number, and the telephone information "03-6625-3972" are displayed.

[0209] Next, it is assumed that the user makes a call to "03-6625-3972" using his / her own telephone device 5.

[0210] Then, the CTI cooperation unit 31 receives the call from the user's telephone device 5. Then, the CTI cooperation unit 31 acquires the telephone number of the destination called by the user, and connects the user's telephone device 5 and the telephone device of the operator specified by the telephone number "03-6625-3972".

[0211] Also, the CTI device 3 transmits a message "Please enter the identification information" for prompting the input of the identification information to the user's telephone device 5.

[0212] The user's telephone device 5 receives the message "Please enter the identification information" and outputs it as voice. In response to such output, the user inputs the identification information "6410" to the telephone device 5. Then, the telephone device 5 transmits the identification information "6410" to the CTI device 3.

[0213] Next, the CTI receiving unit 32 of the CTI device 3 receives the identification information "6410" from the user's telephone device 5. Then, in response to the reception of the identification information, the CTI transmitting unit 33 transmits the identification information "6410" to the server device 1.

[0214] Next, the identification information receiving unit 122 of the server device 1 receives the identification information "6410" from the CTI device 3. Next, the user information transmitting unit 143 acquires the user information corresponding to the identification information "6410" from the user management table (FIGS. 11 and 12). Next, the user information transmitting unit 143 transmits the acquired user information to the CTI device 3. Here, the acquired user information is the answer and operation information (FIG. 12) corresponding to the identification information "6410", and the attribute values (for example, "name", "segment", etc.) determined in advance among the web page information "URL1" corresponding to the identification information "6410" and the static and dynamic attribute values corresponding to the user identifier "1".

[0215] Next, the CTI receiving unit 32 of the CTI device 3 receives the user information corresponding to the identification information from the server device 1 in response to the transmission of the identification information. Next, the CTI transmitting unit 33 transmits the received user information to the operator terminal 4 paired with the telephone number "03-6625-3972" (F in FIG. 13). Note that the CTI device 3 manages the correspondence between the telephone number and the identifier (for example, IP address) of the operator terminal 4. Also, the history information of the user's telephone inquiries may be transmitted from the CTI device 3 to the operator terminal 4, and the operator terminal 4 may receive and output the history information (G in FIG. 13).

[0216] Next, the operator receiving unit 45 of the operator terminal 4 receives the user information from the CTI device 3. Next, the operator output unit 46 outputs the received user information.

[0217] Also, the screen receiving unit 451 receives the screen information for identifying the screen of the user terminal 2 of the user. Next, the operator processing unit 43 configures the screen using the received screen information. The operator output unit 46 outputs the screen. Further, the operator terminal 4 acquires and outputs information regarding the user's past telephone inquiries from a user management server (not shown).

[0218] Such an output example is shown in FIG. 17. In FIG. 17, 1701 is the answer of the user to the questionnaire, 1702 is the segment of the dynamic attribute value of the user, 1703 is the information composed of the received operation information, 1704 is the screen of the user terminal 2 of the user, and 1705 is the information indicating the presence or absence of the history of inquiries by phone obtained from the user management server (not shown). By looking at the output in FIG. 17, the operator can understand the user and can appropriately advise the user by phone. Note that in FIG. 17, the screen 1704 of the user terminal 2 is a part of the screen of the operator terminal 4.

[0219] And it is assumed that the operator moved the mouse pointer onto the screen (1704) of the user terminal 2 of the user in order to explain the operation of the web page so as not to cause an error to the user. Then, the operator processing unit 43 determines to transmit the position information of the operator's mouse. Next, the operator processing unit 43 acquires position information P that specifies the relative position of the mouse of the operator terminal 4 on the screen 1704 based on the screen information of the user terminal 2.

[0220] Next, the mouse position transmission unit 441 transmits the position information and the like to the server device 1. Note that the position information and the like include, for example, the position information P and the identification information "6410".

[0221] Next, the mouse position transfer unit 137 of the server device 1 receives the position information and the like from the operator terminal 4. The mouse position transfer unit 137 transmits the received position information P to the user terminal 2 identified by the identification information "6410".

[0222] Next, the user terminal 2 receives the position information P and arranges the mouse pointer at the relative position indicated by the position information P. Thus, the user can understand the operation of the operator who is the other party on the phone.

[0223] As described above, according to the present embodiment, an operator who supports a user operating a web page can be provided with appropriate information about the user. As a result, the operator can appropriately support the user.

[0224] Also, according to the present embodiment, a mechanism can be provided that allows a user to call an operator at an appropriate timing. For example, according to the present embodiment, a mechanism can be provided that allows a user to call an operator when the user's operation results in an error. Also, according to the present embodiment, for example, a mechanism can be provided that allows a user to call an operator when it can be determined that the user is in trouble. Also, according to the present embodiment, for example, a mechanism can be provided that allows a user to call an operator when the user needs to.

[0225] Also, according to the present embodiment, a questionnaire can be conducted for an operator who supports a user operating a web page in order to provide appropriate information about the user.

[0226] Also, according to the present embodiment, an operator who supports a user operating a web page can be provided with appropriate information including the user's past operation history with respect to the web page.

[0227] Furthermore, according to the present embodiment, the position of the mouse pointer on the terminal of an operator who supports a user operating a web page can be provided to the user.

[0228] Note that the processing in this embodiment may be implemented by software. And this software may be distributed by software download or the like. Also, this software may be recorded on a recording medium such as a CD-ROM and distributed. Note that this also applies to other embodiments in this specification. The software for realizing the server device 1 in this embodiment is the following program. That is, this program can access a computer with a user management unit that stores user information regarding one or more users and a telephone information management unit that stores two or more telephone information including web page information and telephone numbers regarding web pages, and is output to a user terminal used by the user. A user information receiving unit that receives web page information regarding the web page, a telephone number acquisition unit that acquires from the telephone information management unit a telephone number paired with the web page information acquired by the user information receiving unit, an identification information acquisition unit that acquires unique identification information, a server transmission unit that transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, a correlation addition unit that correlates the identification information with the user's user information, and a program for functioning as a user information transmission unit that receives identification information from the CTI device, acquires user information paired with the identification information from the user management unit, and transmits the user information.

[0229] Also, FIG. 18 shows the appearance of a computer that executes the program described in this specification and realizes the server device and the like of the various embodiments described above. The above-described embodiments can be realized by computer hardware and a computer program executed thereon. FIG. 18 is an overview diagram of this computer system 300, and FIG. 19 is a block diagram of the system 300.

[0230] In FIG. 18, the computer system 300 includes a computer 301 including a CD-ROM drive, a keyboard 302, a mouse 303, and a monitor 304.

[0231] In FIG. 19, in addition to the CD-ROM drive 3012, the computer 301 includes an MPU 3013, a bus 3014 connected to the CD-ROM drive 3012 and the like, a ROM 3015 for storing programs such as a boot-up program, a RAM 3016 connected to the MPU 3013 for temporarily storing instructions of an application program and providing a temporary storage space, and a hard disk 3017 for storing an application program, a system program, and data. Here, although not shown, the computer 301 may further include a network card for providing connection to a LAN.

[0232] A program for causing the computer system 300 to execute functions of the server device 1 and the like in the above-described embodiment may be stored in a CD-ROM 3101, inserted into the CD-ROM drive 3012, and further transferred to the hard disk 3017. Alternatively, the program may be transmitted to the computer 301 via a network (not shown) and stored in the hard disk 3017. The program is loaded into the RAM 3016 during execution. The program may be loaded directly from the CD-ROM 3101 or the network.

[0233] The program does not necessarily include an operating system (OS) or a third-party program that causes the computer 301 to execute functions of the server device 1 and the like in the above-described embodiment. The program only needs to include a part of instructions that call appropriate functions (modules) in a controlled manner so as to obtain a desired result. How the computer system 300 operates is well known, and a detailed description is omitted.

[0234] In addition, in the above program, in steps such as a step of transmitting information and a step of receiving information, processing performed by hardware, for example, processing performed by a modem or an interface card in the transmission step (processing that can only be performed by hardware) is not included.

[0235] Also, the computer that executes the above program may be singular or plural. That is, centralized processing may be performed, or distributed processing may be performed.

[0236] Also, in each of the above embodiments, it goes without saying that two or more communication means existing in one device may be physically realized by one medium.

[0237] Also, in each of the above embodiments, each process may be realized by being centrally processed by a single device, or may be realized by being distributedly processed by a plurality of devices.

[0238] The present invention is not limited to the above embodiments, and various modifications are possible, and it goes without saying that those are also included in the scope of the present invention.

Industrial Applicability

[0239] As described above, the server device 1 according to the present invention has an effect of being able to provide appropriate information about a user to an operator who supports a user operating a web page, and is useful as an operator support server or the like.

Explanation of Signs

[0240] A Information system 1 Server device 2 User terminal 3 CTI device 4 Operator terminal 5 Telephone device 11 Server storage unit 12 Server reception unit 13 Server processing unit 14 Server transmission unit 15 Terminal reception unit 21 User storage unit 22 User reception unit 23 User processing unit 24 User transmission unit 25 User reception unit 26 User output section 31 CTI cooperation section 32 CTI receiving section 33 CTI sending section 41 Operator storage section 42 Operator reception section 43 Operator processing section 44 Operator sending section 45 Operator receiving section 46 Operator output section 111 Questionnaire management section 112 Telephone information management section 113 User management section 121 User information receiving section 122 Identification information receiving section 131 Storage section 132 Judgment section 133 Questionnaire acquisition section 134 Telephone number acquisition section 135 Identification information acquisition section 136 Association addition section 137 Mouse position transfer section 141 Questionnaire sending section 142 Identification information sending section 143 User information sending section 441 Mouse position sending section 451 Screen receiving section

Claims

1. A server device that constitutes an information system including a server device, a CTI device, and one or more operator terminals, wherein the server device comprises a user management unit that stores user information regarding one or more users, a telephone information management unit that stores two or more pieces of telephone information including web page information regarding a web page and a telephone number, a user information reception unit that receives web page information regarding a web page output to a user terminal used by a user, a telephone number acquisition unit that acquires from the telephone information management unit a telephone number paired with the web page information acquired by the user information reception unit, an identification information acquisition unit that acquires unique identification information, a server transmission unit that transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, an association addition unit that associates the identification information with the user information of the user, and comprises a user information transmission unit that receives identification information from the CTI device, acquires user information paired with the identification information from the user management unit, and transmits the user information, wherein the CTI device comprises a CTI cooperation unit that receives the telephone number from the telephone device of the user and connects to the telephone device of an operator corresponding to the telephone number, a CTI reception unit that receives the identification information from the telephone device of the user, and a CTI transmission unit that transmits the identification information received by the CTI reception unit to the server device, wherein the operator terminal is a terminal corresponding to the telephone number, comprises a user information reception unit that receives the user information, a screen reception unit that receives screen information regarding a screen output on the user terminal, and an operator output unit that outputs a screen based on the screen information received by the screen reception unit and the user information received by the user information reception unit, and is a server device that constitutes an information system.

2. The user information reception unit also receives operation information regarding an operation on the user terminal, wherein the server device further comprises a determination unit that determines whether or not the operation information received by the user information reception unit satisfies a transmission condition for transmitting the telephone number, wherein the server transmission unit transmits the telephone number to the user terminal when the determination unit determines that the transmission condition is satisfied, as described in Claim 1.

3. The server transmission unit When the determination unit determines that the transmission condition is satisfied, the questionnaire is transmitted to the user terminal. The user information receiving unit receives an answer to the questionnaire. The server transmission unit after the answer is received, transmits the telephone number and the identification information to the user terminal. The server device The server device according to claim 2, which transmits the answer to the operator terminal.

4. The server device further includes a questionnaire management unit in which a questionnaire is stored in association with each of two or more pieces of web page information, and a questionnaire acquisition unit that acquires from the questionnaire management unit a questionnaire associated with the web page information received by the user information receiving unit. The server transmission unit The server device according to claim 3, which transmits the questionnaire acquired by the questionnaire acquisition unit to the user terminal.

5. The transmission condition is that the operation information is information regarding an operation that causes an error or operation information indicating an error, according to the server device of claim 2.

6. The transmission condition is that the user information receiving unit does not receive operation information for a predetermined time or more, or that two or more pieces of time-series operation information match a predetermined confusion condition, according to the server device of claim 2.

7. The transmission condition is that the operation information is information that specifies an operation instructing transmission of a telephone number, according to the server device of claim 2.

8. The user information is associated with one or more user identifiers and has operation information regarding the operations of the user identified by the user identifier or user attribute values based on the operation information. The user information receiving unit also receives the operation information associated with the user identifier. The server device further includes an accumulation unit that accumulates the operation information or user attribute values based on the operation information in the user management unit in association with the user identifier. The server transmission unit The server device according to claim 1, which transmits the operation information or the user attribute value.

9. The operator terminal further includes a mouse position transmission unit that acquires position information of the mouse pointer of the operator terminal on the screen output by the user terminal and transmits the position information toward the user terminal. The server device The server device according to claim 1, further comprising a mouse position transfer unit that receives the position information from the operator terminal and transmits the position information to the user terminal.

10. A user management unit that stores user information regarding one or more users, A telephone information management unit that stores two or more pieces of telephone information having web page information regarding a web page and a telephone number, A user information receiving unit that receives web page information regarding a web page output to a user terminal used by a user, A telephone number acquisition unit that acquires, from the telephone information management unit, a telephone number corresponding to the web page information acquired by the user information receiving unit, An identification information acquisition unit that acquires unique identification information, A server transmission unit that transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, An association addition unit that associates the identification information with the user information of the user, A server device comprising a user information transmission unit that receives identification information from a CTI device, acquires user information corresponding to the identification information from the user management unit, and transmits the user information.

11. An information processing method realized by a user management unit that stores user information regarding one or more users, a telephone information management unit that stores two or more pieces of telephone information having web page information regarding a web page and a telephone number, a user information receiving unit, a telephone number acquisition unit, an identification information acquisition unit, a server transmission unit, an association addition unit, and a user information transmission unit, A user information receiving step in which the user information receiving unit receives web page information regarding a web page output to a user terminal used by a user, A telephone number acquisition step in which the telephone number acquisition unit acquires, from the telephone information management unit, a telephone number corresponding to the web page information acquired by the user information receiving unit, An identification information acquisition step in which the identification information acquisition unit acquires unique identification information, A server transmission step in which the server transmission unit transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, An association addition step in which the association addition unit associates the identification information with the user information of the user, An information processing method comprising a user information transmission step in which the user information transmission unit receives identification information from a CTI device, obtains user information corresponding to the identification information from the user management unit, and transmits the user information.

12. A computer accessible to a user management unit that stores user information regarding one or more users and a telephone information management unit that stores two or more pieces of telephone information having web page information and a telephone number regarding a web page, A user information reception unit that receives web page information regarding a web page output to a user terminal used by a user, A telephone number acquisition unit that acquires a telephone number corresponding to the web page information acquired by the user information reception unit from the telephone information management unit, An identification information acquisition unit that acquires unique identification information, A server transmission unit that transmits the telephone number acquired by the telephone number acquisition unit and the identification information acquired by the identification information acquisition unit to the user terminal, An association addition unit that associates the identification information with the user information of the user, A program for functioning as a user information transmission unit that receives identification information from a CTI device, obtains user information corresponding to the identification information from the user management unit, and transmits the user information.

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