Reception system, reception program, and reception method

Abstract

To provide reception means providing high satisfaction to a customer.SOLUTION: A system receives first information on an inquiry or the like from a user, stores first reference information on the inquiry or the like and second reference information on reception to the inquiry or the like related to the first reference information, generates second information on the reception to the user with reference to information to be stored on the basis of the received first information, transmits the generated second information to the user, determines whether to be able to continue the reception based on the second information, makes a switch from the reception based on the second information to reception by an operator on the basis of a determination result, and generates recommendation reception information on reception to be recommended to the user to be presented to the operator.SELECTED DRAWING: Figure 3

Description

Technical Field

[0001] The present invention relates to a response system, a response method, and a response program.

Background Art

[0002] In recent years, in services that respond to customer inquiries such as call centers, chat-based response services utilizing AI (artificial intelligence) have been provided. Such response services have the merit of being able to respond to customer inquiries regardless of the time zone because they do not require an operator. On the other hand, since customers cannot receive the same service as that provided by an operator, they may become dissatisfied.

[0003] As a means for coping with such a situation, for example, as described in Patent Document 1, a technique is known in which when a sufficient response cannot be made by a chat service, the situation is determined and the response service is switched to an operator.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

[0005] However, in the technique described in Patent Document 1, although the response service can be switched to an operator, the operator who has taken over the response to the customer cannot quickly grasp the content of the response history that was exchanged before the switch. As a result, it may take time to respond, or the response may not satisfy the customer because the exchange before the switch is not reflected.

[0006] In view of such circumstances, the present invention provides a response system, a response program, and a response method that are highly satisfactory to customers.

Summary of the Invention

Problems to be Solved by the Invention

[0007] A response system according to an aspect of the present invention is a response system that responds to inquiries and the like from a user by repeatedly receiving information regarding an inquiry or the like from the user and transmitting response information regarding the information. The response system includes a receiving unit that receives first information regarding an inquiry or the like from the user, a storage unit that stores first reference information regarding the inquiry or the like and second reference information regarding a response to the inquiry or the like related to the first reference information, a generation unit that generates second information regarding a response to the user by referring to the information stored in the storage unit based on the received first information, a transmission unit that transmits the generated second information to the user, a determination unit that determines whether to continue a response based on the second information based on at least one of the first information and first response history information constituted by a combination of the first information and the second information, a switching unit that switches from a response based on the second information to a response by an operator based on a determination result, and a processing unit that generates recommended response information regarding a recommended response to the user, which is presented to the operator.

Advantages of the Invention

[0008] According to the present disclosure, in a process of responding to an inquiry or the like from a user via a chat message or the like, when switching from a response by a chatbot or the like to a response by an operator, recommended response information based on the response history information before the switching or the like is presented to the operator, so that a highly satisfactory response service can be provided to the customer.

Brief Description of the Drawings

[0009]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Mode for Carrying Out the Invention

[0010] Hereinafter, embodiments of the present invention will be described with reference to the drawings. In the following description, the same parts are denoted by the same reference numerals.

[0011] <Embodiment> In the present embodiment, it is a response system that responds to inquiries regarding products, services, etc. from users who use the products, services, etc., and the configuration of the response system corresponding to chat-based responses without going through a person (such as an operator) such as a chatbot and responses by an operator will be described.

[0012] (Configuration of Response System) FIG. 1 is a diagram showing a configuration example of a response system according to an embodiment. The response system 1 includes a user terminal device 10, an operator terminal device 20, and a server 30. Each device is connected so as to be able to communicate with each other via a network W. These components are realized, for example, by a server or a computer executing a predetermined program.

[0013] The user terminal device 10 is a device owned by a user who is a user using or about to use products, services, etc., and performs various operations using the response system 1. The user terminal device 10 is used to execute a series of processes in the services provided by the response system 1. For example, the user terminal device 10 transmits first information regarding an inquiry or the like represented as a message by voice or text according to the user's operation. Also, for example, the user terminal device 10 receives second information represented as a response message by voice or text to the first information. Also, for example, the user terminal device 10 receives third information regarding a response by voice or text provided by an operator. The user terminal device 10 is, for example, a portable terminal device such as a smartphone or a tablet, or a desktop device such as a personal computer (PC).

[0014] By executing a built-in program (including an application), the user terminal device 10 realizes operations related to sending and receiving messages via a chat service, call operations, etc. in a response service that constitutes a part of the response system 1.

[0015] As shown in FIG. 1, the user terminal device 10 includes a communication interface 11, an input device 12, an output device 13, a storage unit 14, and a processor 15.

[0016] The communication interface 11 is an interface for inputting and outputting signals so that the user terminal device 10 communicates with an external device.

[0017] The input device 12 is a device for receiving an input operation from the user (for example, a pointing device such as a touch panel, a touch pad, a mouse, etc., a keyboard, etc.). The input device 12 can further receive an input operation of information by voice.

[0018] The output device 13 is a device for presenting information to the user (a display, a speaker, etc.).

[0019] The memory unit 14 is for storing various types of data and information necessary for the processing of the response system 1, and is, for example, a flash memory or an HDD (Hard Disc Drive).

[0020] The processor 15 is hardware for executing the instruction set described in the program, and is composed of an arithmetic unit, registers, peripheral circuits, and the like.

[0021] The operator terminal device 20 is a terminal device owned by an operator corresponding to the response service by the operator that constitutes a part of the response system 1. The operator terminal device 20 is used to execute a series of processes in the service provided by the response system 1. For example, the operator terminal device 20 transmits third information regarding voice or text responses to the user by the operation of the operator. Also, for example, the operator terminal device 20 receives first information regarding inquiries or the like expressed as user messages by voice or text. Here, the term "owned by the operator" includes not only those personally owned by the operator, but also terminal devices assigned as devices used by the operator. The operator terminal device 20 is, for example, a portable terminal device such as a smartphone or a tablet, or a desktop device such as a personal computer (PC).

[0022] By executing the built-in program (including applications), the operator terminal device 20 realizes operations related to the transmission and reception of message information via voice response services or text chat services, call operations, etc. in the response service that constitutes a part of the response system 1.

[0023] As shown in FIG. 1, the operator terminal device 20 includes a communication interface 21, an input device 22, an output device 23, a memory unit 24, and a processor 25.

[0024] The communication interface 21 is an interface for inputting and outputting signals so that the operator terminal device 20 can communicate with an external device.

[0025] The input device 22 is a device for receiving an input operation from an operator (for example, a pointing device such as a touch panel, a touch pad, a mouse, etc., a keyboard, etc.). The input device 22 can also receive an input operation of information by voice.

[0026] The output device 23 is a device (display, speaker, etc.) for presenting information to the operator.

[0027] The storage unit 24 is for storing various data and information necessary for the processing of the response service 1, and is, for example, a flash memory or an HDD (Hard Disc Drive).

[0028] The processor 25 is hardware for executing an instruction set described in a program, and is composed of an arithmetic unit, a register, a peripheral circuit, etc.

[0029] The server 30 is a device for managing a series of processes related to the response system 1. The server 30 includes a communication interface 31, an input / output interface 32, a memory 33, a storage unit 34, and a processor 35.

[0030] The communication interface 31 is an interface for inputting and outputting signals so that the server 30 can communicate with an external device.

[0031] The input / output interface 32 functions as an interface with an input device for receiving an input operation from a user or an operator, and an output device for presenting information to the user or the operator.

[0032] The memory 33 is for temporarily storing programs and data processed by programs and the like, and is a volatile memory such as a DRAM (Dynamic Random Access Memory).

[0033] The storage unit 34 is for storing data, and is, for example, a flash memory or an HDD (Hard Disc Drive).

[0034] The processor 35 is hardware for executing an instruction set described in a program, and is composed of an arithmetic unit, registers, peripheral circuits, and the like.

[0035] (Configuration of the operator terminal device) FIG. 2 shows the configuration of the operator terminal device 20. The operator terminal device 20 includes a communication unit 210, an operation reception unit 220, an audio processing unit 230, a camera 240, a storage unit 250, and a control unit 260.

[0036] The communication unit 210 performs processes for the operator terminal device 20 to communicate with other devices such as the user terminal device 10 and the server 30.

[0037] The operation reception unit 220 has a mechanism for receiving an input operation by the operator. The operation reception unit 220 is configured as, for example, a touch-type screen and includes an input device 221 and a display 222. The operator can perform various operations on the operator terminal device 20 via the input device 221. The input device 221 is composed of a touch-sensitive device, and a signal based on the detected touch contact position is output to the control unit 260 as an input operation by an operation via the input device 221. Further, the display 222 displays data such as images, videos, and texts according to the control of the control unit 260. The display is realized by, for example, a liquid crystal display (LCD), an organic EL display, or the like.

[0038] The audio processing unit 230 processes audio signals. The audio processing unit 230 modulates the audio signals provided by a sound collection device such as a microphone, and provides the processed signals to the control unit 170. Also, the audio processing unit 230 converts the audio signals into sound and outputs them from a speaker or the like to the outside of the operator terminal device 20.

[0039] The camera 240 is a device that receives light by a light receiving element and outputs it as a photographed image.

[0040] The storage unit 250 is constituted by, for example, a flash memory or the like, and stores data and programs used by the operator terminal device 20. The storage unit 250 also stores operator information 251 and the like.

[0041] Here, the operator information 251 is information regarding the operator who operates the operator terminal 20. The information regarding the operator includes, for example, information regarding the name of the operator, the affiliation of the operator, and the like.

[0042] The control unit 260 reads the program stored in the storage unit 250 and executes the instructions included in the program, thereby controlling the operation of the operator terminal device 20. The control unit 260 is realized by, for example, an application installed in the operator terminal device 20. By operating according to the program, the control unit 260 functions as an input operation reception unit 261, a transmission / reception unit 262, a notification control unit 263, and a data processing unit 264.

[0043] The input operation reception unit 261 performs processing to receive a user's input operation on an input device such as the input device 221. Based on the information of the coordinates where the user touches the input device 221 with a finger or the like, the input operation reception unit 261 determines the type of operation, such as whether the operator's operation is a flick operation, a tap operation, or a drag operation.

[0044] The transmission / reception unit 262 performs processing for the operator terminal device 20 to transmit and receive data from an external device such as the server 30 according to a communication protocol.

[0045] The notification control unit 263 performs processing to present information to the operator who is the user. The notification control unit 263 performs processing to display a display image on the display 222 and processing to output voice to a speaker or the like.

[0046] The data processing unit 264 performs processing to perform an operation on the data input by the operator terminal device 20 according to a program and output the operation result to a memory or the like.

[0047] (Configuration of the server) The configuration of the server 30 is shown in FIG. 3. As shown in FIG. 3, the server 30 includes a communication unit 310, a storage unit 320, and a control unit 330.

[0048] The communication unit 310 performs processing for the server 30 to communicate with an external device.

[0049] The storage unit 320 stores various information for realizing the response system 1. The storage unit 320 stores a response information database 321 and response history information.

[0050] The response information database 321 is a database for storing information necessary for generating information (second information) regarding a response to information (first information) regarding an inquiry from a user or the like.

[0051] The response information database 321 stores (memorizes) information regarding assumed inquiries and the like (first reference information) and information regarding responses to the inquiries and the like related to the first reference information (second reference information). That is, information regarding assumed inquiries, questions, etc. and information regarding responses that are the optimal answers thereto are linked and stored (memorized). For example, the first reference information regarding an inquiry such as "I don't know how to start the ○○ product" is linked to the second reference information regarding the response "When starting the ○○ product, please press and hold the button on the side of the ○○ product for 2 seconds or longer". In actual inquiries, since various wordings and expressions are used, for example, information regarding keywords such as "○○ product" and "starting method" may be linked to the information regarding the response.

[0052] As information stored in the response information database 321, for example, the relationship (linkage) between the first reference information and the second reference information can be pre-learned by the machine learning unit 339 described later through machine learning. That is, the server 30 has a function of machine learning processing, and can store information in the response information database 321 by relating input data and output data using the learning model learned by the machine learning unit 339.

[0053] Also, the information stored in the response information database 321 may be information composed of scenario data composed of the first reference information and the second reference information related to each other without going through machine learning, rather than just data based on machine learning. For example, for each inquiry case from the user, data (data set) for assumed responses composed of a combination of information regarding the inquiry and the like from the user (first information) and information regarding the response to the information (second information) can be stored in the response information database 321.

[0054] Furthermore, the information stored in the response information database 321 may include information consisting of data added subsequently, in addition to the above. Specifically, the data related to the first response history information 322 and the second response history information 323 stored in the storage unit 320 or stored subsequently is machine-learned by the machine learning unit 339, and the newly machine-learned data is added to or rewritten in the existing machine learning data to update the data, and the information consisting of the updated data can be stored in the response information database 321.

[0055] The first response history information 322 is information composed of a combination of the first information regarding an inquiry from the user or the like and the second information regarding the response generated by the generation unit 333. That is, the first response history information 322 is information indicating what kind of interaction has taken place between the user and the server 30 of the response system 1 for an inquiry from one user or the like. The first response history information 322 can be permanently stored in the storage unit 320, but can also be deleted after a certain period has elapsed since the information was stored (remembered), or after the data has been machine-learned by the machine learning unit 339.

[0056] The second response history information 323 is information composed of a combination of the first information regarding an inquiry from the user or the like and the third information regarding the response provided by the operator. That is, the second response history information 323 is information indicating what kind of interaction has taken place between the user and the operator for an inquiry from one user or the like. The second response history information 323 can be permanently stored in the storage unit 320, but can also be deleted after a certain period has elapsed since the information was stored (remembered), or after the data has been machine-learned by the machine learning unit 339.

[0057] The control unit 330 is realized by the processor 35 reading the program stored in the storage unit 34 and executing the instructions included in the program. The control unit 330 includes a receiving unit 331, a transmitting unit 332, a generating unit 333, a determining unit 334, a switching unit 335, a processing unit 336, a presenting unit 337, an evaluation receiving unit 338, and a machine learning unit 339.

[0058] The receiving unit 331 controls the process in which the server 30 receives a signal from an external device according to a communication protocol. The receiving unit 331 also receives first information regarding an inquiry from the user or the like.

[0059] The transmitting unit 332 controls the process in which the server 30 transmits a signal to an external device according to a communication protocol. The transmitting unit 332 also transmits second information regarding a response generated by the generating unit 333 and third information provided by an operator to the user.

[0060] Based on the first information regarding an inquiry or the like represented as a user message by voice or text from the user, the generating unit 333 refers to the information stored in the storage unit 320 and generates second information regarding a response represented as a response message by voice or text to the user. Specifically, in the voice response service or text chat service provided by the response system 1, the generating unit 333 generates response information that is an optimal answer to the inquiry or the like based on the content of the message regarding the inquiry or the like received from the user. The response information generated by the generating unit 333 is transmitted as a response message to the user by the transmitting unit 332.

[0061] When generating the first information by the generation unit 333, the information stored in the response information database 321 is referred to. As an example, the generation unit 333 collates the first information received from the user with the information regarding inquiries and the like (first reference information) stored in the response information database 321, extracts the first reference information with a high degree of relevance to the received first information, and extracts the information regarding the response to inquiries and the like related to the extracted first reference information (second reference information). Thus, the information corresponding to the second reference information can be generated as the information regarding the response (second information). In the above-exemplified process, the degree of relevance can be determined based on, for example, the degree of coincidence between the two pieces of information based on keywords, expressions, turns of phrase, etc. included in the first information and the first reference information. The determination of the degree of relevance is not limited to this and can be made based on various criteria.

[0062] The determination unit 334 performs a series of processes for determining whether the response based on the second information generated by the generation unit 333 can be continued. The determination unit 334 can determine whether the response can be continued based on various criteria. For example, when the generation unit 333 cannot generate appropriate second response information for the first information, or when the first information cannot be recognized sufficiently in terms of content, the determination unit 334 determines that the continuation of the response based on the second information is not possible.

[0063] Further, the determination unit 334 can determine whether to continue the response based on the second information based on at least one of the first information from the user and the first response history information 322 composed of the combination of the first information and the second information generated by the generation unit 333. For example, the determination unit 334 can refer to the dissatisfaction level of the user evaluated from at least one of the first information and the first response history information to determine whether to continue the response based on the second information. The dissatisfaction level of the user referred to in the determination by the determination unit 334 can be comprehensively evaluated from information related to specific keywords included in the voice message or chat message from the user, information related to expressions such as specific turns of phrase, etc. When the chat message received from the user contains expressions such as "cannot be solved", "don't understand the meaning", "not an answer", etc., the determination unit 334 can evaluate that the user is dissatisfied with the previous chat interaction and has a high dissatisfaction level. As another aspect, when the voice message received from the user contains tones or turns of phrase of anger or dissatisfaction, the determination unit 334 can evaluate that the user is dissatisfied with the previous response interaction and has a high dissatisfaction level. The dissatisfaction level of the user can also be evaluated based on various other conditions. For example, points are set for each specific keyword and expression, and the cumulative value of the points is calculated from the specific keywords and expressions included in the voice information or text information continuously exchanged with the user. When the cumulative value exceeds a predetermined value, the determination unit 334 can evaluate that the dissatisfaction level of the user is high.

[0064] In determining whether to continue the response based on the second piece of information, the determination unit 334 can refer to indicators other than the user's dissatisfaction level. For example, the determination unit 334 can determine whether the user desires a response from an operator rather than a response based on the second piece of information generated by the generation unit 333. In this case, if the voice or chat message received from the user contains expressions such as "want to confirm with the operator" or "want to ask directly", the determination unit 334 can evaluate that the user desires a response from the operator and determine that it is not possible to continue the response based on the second piece of information.

[0065] In determining whether to continue the response based on the second piece of information, the determination unit 334 can also refer to information other than the above. For example, when similar questions are repeatedly included in multiple first pieces of information from the user, or when similar content is repeatedly included in multiple second pieces of information generated by the generation unit 333, the determination unit 334 can evaluate that the second piece of information generated by the generation unit 333 cannot solve the inquiries or questions from the user and determine that it is not possible to continue the response based on the second piece of information.

[0066] The switching unit 335 performs a series of processes to switch from the response based on the second piece of information to the response by the operator based on the determination content by the determination unit 334. Specifically, when the determination unit 334 evaluates that the user's dissatisfaction level is high, when it evaluates that the user desires a response from the operator, when it evaluates that the response based on the second piece of information cannot solve the inquiries or questions from the user, etc., when it is determined that it is not possible to continue the response based on the second piece of information, the switching unit 335 performs a process of switching from the response based on the second piece of information to the response by the operator.

[0067] The processing unit 336 executes a series of processes to generate recommended response information regarding recommended responses to be presented to the operator for the user. Specifically, the processing unit 336 can generate the recommended response information by referring to at least one of the first information immediately before the switch and the first response history information. The recommended response information generated by the processing unit 336 is recommended information presented to the operator so that the operator who has to respond to an inquiry or the like from the user can make an appropriate response based on the response history before the switch. The recommended information includes, for example, recommended response information for the operator to respond to the user. The recommended information is not limited to this, and can include information to be considered during the response, information regarding the method of response, information regarding the behavior during the response, and the like.

[0068] When generating the recommended response information, the processing unit 336 can refer to a database based on past response results. The database stores, for example, information regarding inquiries or the like from the user in association with appropriate response information for the information.

[0069] The processing unit 336 can generate a plurality of pieces of recommended response information. In this case, the processing unit 336 can assign information regarding the degree of recommendation to the plurality of pieces of recommended response information generated. By such an assignment of the degree of recommendation, the operator can determine which information among the plurality of pieces of recommended response information is suitable for responding to the user. The information regarding the degree of recommendation can be represented by various criteria, such as numerical information such as the success rate (probability) of the response, and information represented by scales such as high and low.

[0070] The prompting unit 337 presents the recommended response information generated by the processing unit 336 to the operator. Specifically, it transmits the recommended response information to the operator terminal device 20, and the operator can check the recommended response information via the display 222 of the operator terminal device 20. The operator refers to the presented recommended response information during actual response. Note that although the operator refers to the recommended response information, the operator can make an independent response without adopting it in actual response.

[0071] The evaluation reception unit 338 performs a process of receiving evaluation information regarding the evaluation of at least one of the first response history information and the second response history information. The evaluation information is information that serves as an indicator for determining whether to let the machine learning unit 339 learn the first response history information and the second response history information stored in the storage unit 330.

[0072] That is, when the first response history information and the second response history information are response history information that has made appropriate responses to inquiries from the user or the like and is information worthy of updating the information stored in the response information database 331 stored in the storage unit 330, the evaluation reception unit 338 receives the evaluation information as information indicating that each response history information is to be the subject of machine learning. When the evaluation reception unit 338 receives such evaluation information, the machine learning unit 339 performs machine learning on the data related to each response history information, and the learned data is stored in the response information database 331.

[0073] On the other hand, when the first response history information and the second response history information are response history information that has made inappropriate responses to inquiries from the user or the like and is information not worthy of updating the information stored in the response information database 331 stored in the storage unit 330, the evaluation reception unit 338 receives the evaluation information as information indicating that each response history information is not to be the subject of machine learning. When the evaluation reception unit 338 receives such evaluation information, the data related to each response history information is not machine-learned by the machine learning unit 339.

[0074] The machine learning unit 339 performs a process of machine learning on data related to the first response history information and data related to the second response history information. The machine learning process by the machine learning unit 339 updates the information stored in the response information database 321 and is performed to enable a more appropriate response to inquiries from the user and the like.

[0075] The machine learning unit 338 uses the learned learning model to perform machine learning on data related to the first response history information and data related to the second response history information. The learning model is not particularly limited, and a model constructed by a generally known method can be applied.

[0076] (Explanation of the response processing flow) Next, an example of the response processing flow by the response system 1 will be described.

[0077] FIG. 4 shows a processing flow in which, after a response based on the second information generated by the generation unit 333 is made in response to an inquiry from the user or the like, the response is switched to that by the operator. In the following processing flow, an example related to a chat service using text is shown, but it can also be applied to a response service using other means such as a voice-based response service.

[0078] In step S11, the server 30 receives first information regarding an inquiry or the like from the user. At this time, the user uses the user terminal device 10 to input a chat service via the chat service provided by the response system 1 and transmits it to the server 30.

[0079] In step S12, the server 30 generates second information regarding a response represented as a response message to the user based on the first information received from the user. Specifically, the generation unit 333 executes a process of generating the second information by referring to the information stored in the storage unit 330.

[0080] In step S13, the server 30 transmits the generated second information to the user terminal device 10.

[0081] In step S14, the server 30 determines whether to continue the response based on the second information. Specifically, the determination unit 334 executes a process of determining whether to continue the response based on the second information based on at least one of the first information and the first response history information constituted by the combination of the first information and the second information.

[0082] In step S15, as a result of the determination by the determination unit 334, if it is determined that the response based on the second information can be continued, that is, if it is evaluated that the response by the second information generated by the generation unit 333 for an inquiry from the user or the like is appropriate (in the case of a YES determination), the process returns to step S11 and the response process based on the second information is continued.

[0083] On the other hand, in step S15, as a result of the determination by the determination unit 334, if it is determined that the response based on the second information cannot be continued, that is, if it is evaluated that the response by the second information generated by the generation unit 333 for an inquiry from the user or the like is not appropriate and further response is difficult (in the case of a NO determination), the process proceeds to step S16.

[0084] In step S16, the server 30 switches from the response based on the second information executed in steps S11 to S13 to the response by the operator. Specifically, the switching unit 335 executes a process of switching to the response by the operator.

[0085] In step S17, the server 30 generates recommended response information regarding the recommended response to the user, which is presented to the operator. Specifically, the processing unit 337 executes a process of generating the recommended response information with reference to at least one of the first information immediately before the switching and the first response history information.

[0086] In step S18, the server 30 presents the generated recommended response information to the operator. Specifically, the presentation unit 337 transmits the recommended response information generated by the processing unit 336 to the operator terminal device 20 and presents it to the operator via the display 222 of the operator terminal device 20.

[0087] (Screen example of the response system) Using FIGS. 5 to 7, a screen example in the response system 1 will be described. FIG. 5 is a screen example of a chat service provided by the response system 1, which is displayed on the display screen of the user terminal device 10. In this screen example, an example is shown in which inquiries etc. from the user (first information) and responses by the chatbot (server 30) to the inquiries etc. from the user (second information) are made by chat messages. Also in this screen example, an example is shown in which the user makes an inquiry about the method of starting a specific product and the chatbot responds to the inquiry.

[0088] On the screen 400, the chat message 410 from the user and the chat message 420 from the chatbot are alternately displayed. In the frame of the chat message 410 from the user, the user's name 411 and the chat messages 412, 413 are displayed. On the other hand, in the frame of the chat message 420 from the chatbot, the chatbot's name 421 and the chat messages 422, 423 are displayed.

[0089] FIG. 6 is a screen example of a chat service provided by the response system 1, which is displayed on the display screen of the user terminal device 10. In this screen example, an example is shown in which inquiries etc. from the user (first information) and responses by the chatbot (server 30) to the inquiries etc. from the user (second information) are made by chat messages, and an example of the process of switching from the response by the chatbot to the response by the operator when it is determined that the continuation of the response based on the second information is impossible is shown.

[0090] On screen 500, the chat message 510 from the user and the chat message 520 from the chatbot are alternately displayed. In the frame of the chat message 510 from the user, the user's name 511 and the chat messages 512, 513 are displayed. On the other hand, in the frame of the chat message 520 from the chatbot, the chatbot's name 521 and the chat messages 522, 523 are displayed.

[0091] In this screen example, an exchange occurs between the chat messages 512, 513 from the user and the chat messages 522, 523 from the chatbot. When the chat message 513, which says "I don't understand at all based on the explained content", is sent from the user, the server 30 determines that it is impossible to continue the response based on the second information. At this time, the chat message 523, which says "Connecting you to the operator", is sent to the user from the chatbot, and the response is switched from the response based on the second information to the response by the operator. After the switch, instead of the chat message 520 by the chatbot, the chat message 530 by the operator is displayed on the screen 500. The chat message 531, which says "Sorry to keep you waiting. From here, ○○ of the operator will be in charge", is sent, and the exchange of chat messages between the user and the operator starts.

[0092] Figure 7 is an example of a screen of recommended response information presented to the operator after switching to the operator's response, which is displayed on the display screen of the operator terminal device 20. In this screen example, a plurality of recommended response information is displayed together with the recommendation level.

[0093] On the screen 600, a display frame 610 in which a plurality of recommended response information is displayed, an operation button 620 for checking the response history, and an operation button 630 for starting a chat operation are displayed. In the display frame 610, three pieces of recommended response information 612, 613, and 614 are displayed below a display 611 marked as recommended response information. Each piece of recommended response information includes information on the recommended response and a recommendation level (high, medium, low). The operator can consider the response method while referring to each piece of recommended response information and the recommendation level displayed on the screen.

[0094] The operation button 620 arranged below the display frame 610 is operated when checking the response history conducted between the user and the chatbot before switching by the operator. When the operator checks the response history, by performing an operation of clicking the operation button 620, the operator can access the display screen that displays the response history, which is the link destination described as the URL associated with the button 620.

[0095] The operation button 630 arranged below the operation button 620 is operated to start a chat by the operator. After checking the recommended response information 612, 613, and 614, the operator can access the chat operation screen, which is the link destination described as the URL associated with the button 620, by performing an operation of clicking the operation button 630.

[0096] As described above, according to the response system of the present disclosure, there are a receiving unit that receives, from a user, first information regarding an inquiry or the like represented as a user message, a storage unit that stores first reference information regarding an inquiry or the like and second reference information regarding a response to an inquiry or the like related to the first reference information, a generation unit that generates, based on the received first information, by referring to the information stored in the storage unit, second information regarding a response represented as a response message to the user, a transmission unit that transmits the generated second information to the user, a determination unit that determines whether to continue the response based on the second information, based on at least one of the first information, the first information, and the combination of the second information and the first response history information, a switching unit that switches from the response based on the second information to a response by an operator based on the determination result, and a processing unit that generates recommended response information regarding a recommended response to the user, which is presented to the operator. Thereby, the operator can perform an appropriate response based on the response before switching, and can provide a response service with a high degree of satisfaction to the user.

[0097] Also, according to the response system of the present disclosure, the processing unit can execute a process of generating recommended response information by referring to at least one of the first information immediately before being switched and the first response history information. Thereby, highly accurate recommended response information is provided to the operator, so that a response service with a higher degree of satisfaction can be provided to the user.

[0098] Also, according to the response system of the present disclosure, the processing unit can execute a process of generating a plurality of pieces of recommended response information. Thereby, the operator can consider the response method while referring to more recommended response information, and can provide a response service with a higher degree of satisfaction to the user.

[0099] Moreover, according to the response system of the present disclosure, the processing unit can execute a process of attaching information regarding the degree of recommendation to a plurality of recommended response information. As a result, it becomes easier for the operator to grasp which information among the plurality of recommended response information leads to an appropriate response, so that a prompt and appropriate response can be realized for the user, and a response service with a higher degree of satisfaction can be provided for the user.

[0100] Moreover, according to the response system of the present disclosure, the storage unit further stores third information regarding a response provided by the operator and second response history information composed of a combination of the first information and the third information, and the generation unit can execute a process of generating the second information by reflecting at least one of the first response history information and the second response history information. As a result, the generated second information is updated based on the appropriate response history information conducted with the user, so that the second information with higher response accuracy can be generated, and a response service with a higher degree of satisfaction can be provided for the user.

[0101] Moreover, according to the response system of the present disclosure, it further has an evaluation reception unit that receives evaluation information regarding an evaluation of at least one of the first response history information and the second response history information from the operator, and the generation unit can execute a process of generating the second information by reflecting the received evaluation information. As a result, among the past response history information, information appropriate for updating the second information can be adopted, so that the second information with higher response accuracy can be generated, and a response service with a higher degree of satisfaction can be provided for the user.

[0102] Also, according to the response system of the present disclosure, the determination unit can execute a process of determining whether to continue the response based on the second information, with reference to the dissatisfaction level of the user evaluated from at least one of the first information and the first response history information. As a result, it is possible to accurately grasp that the user is dissatisfied with the response based on the second information (so-called response by a chatbot), eliminate the user's dissatisfaction at an early stage, and provide a response service with a higher level of satisfaction to the user.

[0103] As described above, some embodiments of the present disclosure have been described. However, these embodiments can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the gist of the invention. These embodiments and their modifications are intended to be included in the scope and gist of the invention, as well as in the invention described in the claims and the equivalent scope thereof.

[0104] In the above embodiment, the process of responding to an inquiry or the like by a chat message from a user via the chat service provided by the response system has been described as an example, but the present invention is not limited to this. This process can also be applied when responding by a method other than the chat service, such as a response service via voice such as a phone call or a video call.

[0105] In the above embodiment, as the response by the operator, the response by a chat message has been described as an example, but the present invention is not limited to this, and various response means capable of responding to an inquiry or the like from a user, such as a response by phone or a response service via voice such as a video call, can be applied.

[0106] In the above embodiment, an example has been described in which, when generating the second information regarding the response to the first information regarding an inquiry or the like from a user, the first reference information regarding the inquiry or the like stored in the storage unit and the second reference information regarding the response to the inquiry or the like related to the first reference information are referred to. However, as these information stored in the storage unit, information generated by a generation AI can also be applied.

Description of Signs

[0107] 1: Response system, 10: User terminal device, 20: Operator terminal device, 30: Server, 210: Communication unit, 220: Operation reception unit, 230: Voice processing unit, 240: Camera, 250: Storage unit, 251: Operator information, 260: Control unit, 310: Communication unit, 320: Storage unit, 321: Response information database, 322: First response history information, 323: Second response history information, 330: Control unit, 331: Receiver, 332: Transmitter, 333: Generator, 334: Judgment unit, 335: Switching unit, 336: Processing unit, 337: Presentation unit, 338: Evaluation reception unit, 339: Machine learning unit

Claims

1. A response system that responds to inquiries etc. from the user by repeatedly receiving information regarding inquiries etc. from the user and transmitting response information for the information, a receiving unit that receives first information regarding an inquiry etc. from the user, a storage unit that stores first reference information regarding the inquiry etc. and second reference information regarding a response to the inquiry etc. related to the first reference information, a generation unit that generates second information regarding a response to the user by referring to the information stored in the storage unit based on the received first information, a transmission unit that transmits the generated second information to the user, a determination unit that determines whether or not to continue the response based on the second information based on at least one of the first information and first response history information composed of a combination of the first information and the second information, a switching unit that switches from the response based on the second information to a response by an operator based on the determination result, and a processing unit that generates recommended response information regarding a recommended response to the user, which is presented to the operator A response system characterized by comprising.

2. The response system according to claim 1, wherein the determination unit determines whether or not to continue the response based on the second information based on at least one of the first information and first response history information composed of a combination of the first information and the second information.

3. The response system according to claim 1 or 2, wherein the processing unit generates the recommended response information by referring to at least one of the first information immediately before being switched and the first response history information.

4. The response system according to claim 1 or 2, wherein the processing unit generates a plurality of the recommended response information.

5. The response system according to claim 4, wherein the processing unit assigns information regarding a degree of recommendation to the plurality of the recommended response information.

6. The storage unit further stores third information regarding a response provided by the operator and second response history information composed of a combination of the first information and the third information, The response system according to claim 1 or 2, wherein the generation unit generates the second information by reflecting at least one of the first response history information and the second response history information.

7. The response system further includes an evaluation reception unit that receives evaluation information regarding an evaluation of at least one of the first response history information and the second response history information from the operator, The response system according to claim 6, wherein the generation unit generates the second information by reflecting the received evaluation information.

8. The response system according to claim 1 or 2, wherein the determination unit determines whether to continue the response based on the second information by referring to the dissatisfaction level of the user evaluated from at least one of the first information and the first response history information.

9. A response program that causes a computer including a processor and a memory to execute a process of repeatedly receiving information regarding an inquiry or the like from a user and transmitting response information for the information, thereby responding to the inquiry or the like from the user, Receiving, from the user, first information regarding an inquiry or the like; Storing first reference information regarding the inquiry or the like and second reference information regarding a response to the inquiry or the like related to the first reference information; Generating second information regarding a response to the user by referring to the information stored in the storage unit based on the received first information; Transmitting the generated second information to the user; Determining whether to continue the response based on the second information; Switching from the response based on the second information to a response by an operator based on the determination result; Generating recommended response information regarding a recommended response to the user, which is presented to the operator A response program characterized by comprising the above.

10. A response method that causes a computer including a processor and a memory to execute a process of repeatedly receiving information regarding an inquiry or the like from a user and transmitting response information for the information, thereby responding to the inquiry or the like from the user, The processor Receiving, from the user, first information regarding an inquiry or the like; A step of storing the first reference information regarding the inquiry or the like and the second reference information regarding the response to the inquiry or the like related to the first reference information; A step of generating second information regarding the response to the user by referring to the information stored in the storage unit based on the received first information; A step of transmitting the generated second information to the user; A step of determining whether the response based on the second information can be continued; A step of switching from the response based on the second information to the response by the operator based on the determination result; A step of generating recommended response information regarding the recommended response to the user, which is presented to the operator; A response method characterized by comprising the above.

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