Remote service system, connection server, method used in remote service system, and remote service program

Abstract

To provide a remote service system, etc. which can provide a customer with various kinds of service.SOLUTION: A remote service system realizes a remote interaction between a service person who operates a service terminal 31 of a connection object business operator and a customer by connecting a customer terminal 11 which is provided in a customer booth 1A and operated by the customer with one of a plurality of business operators which provides service. The remote service system is provided with: a terminal acquisition unit 11A which is provided in the customer terminal 11 and acquires desired service information showing service desired by the customer; an information transmission unit 11B which is provided in the customer terminal 11 and transmits the desired service information acquired by the terminal acquisition unit 11A; and a terminal connection unit 22E which connects the service terminal 31 of the connection object business operator determined according to the desired service information received from the information transmission unit 11B with the customer terminal 11.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present disclosure relates to a remote customer service system, a connection server, a method used in the remote customer service system, and a remote customer service program. [Background technology]

[0002] For example, in the information processing device disclosed in Patent Document 1, a customer terminal installed in each store and a customer service terminal operated by a customer service attendant (referred to as "staff" in the document) are connected via a network. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-61842 Summary of the Invention [Problem to be solved by the invention]

[0004] In conventional remote customer service systems such as that shown in Patent Document 1, the focus is on remote dialogue between customers and customer service staff. However, remote dialogue alone places a limit on the services that can be provided to customers. For this reason, there is a demand for a remote customer service system that can provide a wide variety of services according to the services desired by customers.

[0005] An object of the present disclosure is to provide a remote customer service system that can provide a wide variety of services to customers. [Means for solving the problem]

[0006] The remote customer service system of the present disclosure is a remote customer service system that connects a customer terminal installed in a customer booth and operated by the customer to one of a plurality of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service staff member operating the customer service terminal of the business to be connected, and is equipped with a terminal acquisition unit that is installed in the customer terminal and acquires desired service information indicating the service desired by the customer, an information transmission unit that is installed in the customer terminal and transmits the desired service information acquired by the terminal acquisition unit, and a terminal connection unit that connects the customer terminal to the customer service terminal of the business to be connected, which is determined in accordance with the desired service information received from the information transmission unit.

[0007] The remote customer service system disclosed herein is provided with a determination unit that automatically determines the target connection provider from among multiple providers based on the received desired service information, and the terminal connection unit is configured to connect the customer service terminal of the target connection provider determined by the determination unit to the customer terminal.

[0008] The remote customer service system of the present disclosure is provided with an intermediate terminal operated by an operator, and the intermediate terminal is provided with an alarm device that notifies the operator of the desired service information received from the information transmission unit, and an input device that receives from the operator input of the target connection business operator determined by the operator, and the terminal connection unit is configured to connect the customer service terminal of the target connection business operator received by the input device to the customer terminal.

[0009] In the remote customer service system of the present disclosure, the services are set into multiple classifications divided by industry type, and a memory unit is provided that stores different fee information according to the multiple classifications, and a connection permission unit is provided that reads out the fee information according to the classification from the memory unit based on the desired service information, and allows a connection between the customer service terminal of the connection target business operator and the customer terminal when the customer has paid the fee if the fee is charged, and allows a connection between the customer service terminal of the connection target business operator and the customer terminal when the fee is free.

[0010] In the remote customer service system of the present disclosure, multiple subcategories belonging to the classification and divided by business are set, and the memory unit stores fee information that varies according to the multiple subcategories.The connection permission unit is configured to read out the fee information corresponding to the subcategories from the memory unit based on the desired service information, and to permit connection between the customer terminal of the connection target business operator and the customer terminal when the fee is charged and when the fee is free, to permit connection between the customer terminal of the connection target business operator and the customer terminal.

[0011] In the remote customer service system of the present disclosure, the customer terminals are installed in multiple stores, and a memory unit is provided that stores different fee information depending on the multiple stores.The memory unit reads out the fee information depending on which of the multiple stores the customer uses the customer terminal, and a connection permission unit is provided that, if the fee is charged, allows a connection between the customer terminal of the connection target business operator and the customer terminal installed in the store in response to the customer paying the fee, and, if the fee is free, allows a connection between the customer terminal of the connection target business operator and the customer terminal installed in the store in response to the customer paying the fee.

[0012] The terminal acquisition unit is configured to acquire the desired service information by reading information from a medium held by the customer.

[0013] The remote customer service system according to the present disclosure includes a medium issuing unit that is installed in the store where the customer booth is located and issues the medium.

[0014] The remote customer service system according to the present disclosure includes a billing information generation unit that generates billing information for the business operator based on the connection status to the business operator.

[0015] In the remote customer service system according to the present disclosure, the billing information generation unit is configured to generate the billing information based on the number of connections to the business operator.

[0016] In the remote customer service system according to the present disclosure, the billing information generation unit is configured to generate the billing information based on the connection time to the business operator.

[0017] The remote customer service system of the present disclosure is provided with an upper limit time setting unit that sets an upper limit time for the continuous connection time between the customer terminal and the business operator, and the upper limit time setting unit is configured to automatically disconnect the connection between the customer terminal and the business operator when the continuous connection time reaches the upper limit time.

[0018] In the remote customer service system of the present disclosure, the upper limit time setting unit is configured to maintain the connection between the customer terminal and the business beyond the initial upper limit time in response to an operation by the customer service staff member.

[0019] The remote customer service system of the present disclosure is equipped with a required document determination unit that determines the documents required for the service desired by the customer based on the desired service information, and a notification control unit that controls the notification device of the customer terminal to notify the customer of the determined required documents.

[0020] In the remote customer service system of the present disclosure, the notification control unit controls the notification device of the customer terminal to issue a notification urging the customer to obtain the necessary documents at the store where the customer terminal is installed.

[0021] In the remote customer service system disclosed herein, a coupon issuing unit is provided that issues coupons that can be used at the store where the customer terminal is installed or at nearby stores in response to the terminal connection unit connecting the customer terminal with the customer terminal of the target business.

[0022] The present disclosure relates to a connection server that connects a customer terminal installed in a customer booth and operated by the customer to one of a number of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service staff member operating the customer service terminal of the business to be connected, and is equipped with an information receiving unit that receives desired service information indicating the service desired by the customer from the customer terminal, and a terminal connection unit that connects the customer terminal to the customer service terminal of the business to be connected, which is determined according to the received desired service information.

[0023] The present disclosure relates to a method carried out in a remote customer service system that connects a customer terminal installed in a customer booth and operated by a customer with one of a plurality of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service staff member operating the customer service terminal of the business to be connected, and includes an acquisition step in the customer terminal to acquire desired service information indicating the service desired by the customer, a transmission step to transmit the desired service information acquired in the acquisition step from the customer terminal, and a connection step to connect the customer terminal with the customer service terminal of the business to be connected, which is determined in accordance with the desired service information transmitted from the customer terminal.

[0024] The present disclosure relates to a remote customer service program that connects a customer terminal installed in a customer booth and operated by a customer to one of a number of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service staff member operating the customer service terminal of the business to be connected, and causes a computer to execute an acquisition function in the customer terminal to acquire desired service information indicating the service desired by the customer, a transmission function from the customer terminal to transmit the desired service information acquired by the acquisition function, and a connection function to connect the customer terminal to the customer service terminal of the business to be connected, which is determined based on the desired service information transmitted from the customer terminal.

[0025] The present disclosure realizes a remote customer service system that can provide a wide variety of services to customers. [Brief explanation of the drawings]

[0026] [Figure 1] FIG. 1 is a block diagram illustrating an example of a remote customer service system. [Figure 2] FIG. 10 is a diagram showing an example of the relationship between a plurality of classifications and sub-classifications of services classified by industry type and fees. [Figure 3] FIG. 1 is a diagram showing the flow of actions between a customer and a counselor using the remote customer service system, and automatic processing. [Figure 4] FIG. 10 is a flowchart for connecting a target business operator and a customer terminal based on desired service information. [Figure 5] FIG. 10 is a flowchart showing the flow after a target business operator and a customer terminal are connected. [Figure 6] FIG. 10 is a diagram illustrating devices to be activated depending on the type of service. DETAILED DESCRIPTION OF THE INVENTION

[0027] [Basic configuration of remote customer service system] 1, the remote customer service system of the present disclosure includes a customer terminal 11 located in a convenience store 1, an intermediate terminal 21 used by an agency 2, a connection server 22 used by the agency 2, and a customer service terminal 31 used by each service provider. Each of the customer terminal 11, the intermediate terminal 21, and the customer service terminal 31 is configured to be connectable to the connection server 22.

[0028] In this embodiment, a consultation booth 1A (customer booth), a cash register 1B of a POS (point of sale) system, a multifunction copier 1C, and a multifunction information communication terminal 1D are installed in a convenience store 1. The multifunction copier 1C and the multifunction information communication terminal 1D may be configured integrally. Also, the multifunction information communication terminal 1D and an automated teller machine (not shown) may be configured integrally.

[0029] Although Figure 1 shows only one convenience store 1, consultation booths 1A and customer terminals 11 are located in multiple stores, and the connection server 22 is configured to be able to connect to each of the multiple customer terminals 11.

[0030] Consultation booth 1A occupies an area of ​​1 to 2 square meters. Consultation booth 1A is a private room surrounded by walls (including soundproof walls) and doors (including soundproof doors) on the top, left, right, front, and back, like a telephone booth, ensuring privacy. Consultation booth 1A is equipped with a customer terminal 11, a card reader 12, a scanner 13, a seal scanner 14, a small printer 15, and a connection device 16 that can be connected to a smartphone or the like. Scanner 13 may be either a contact type or a contactless type, or may have both contact and contactless functions.

[0031] As shown in FIG. 1, each business provides different services, such as travel arrangements, various loan contracts, real estate contracts, medical treatment, mobile phone consultations, rental car reservations, legal consultations, inheritance consultations, employment and career change agents, and fortune telling. Each business is provided with a customer service terminal 31. Note that one business may be provided with multiple customer service terminals 31. Customer service staff at each business use the customer service terminal 31 to remotely provide services to customers using the customer terminal 11. Note that the customer service staff may be the owner or manager of the business.

[0032] The remote customer service system disclosed herein connects a customer terminal 11 installed in a customer booth (consultation booth 1A) and operated by the customer to one of multiple businesses providing services, enabling remote dialogue between the customer and a customer service representative operating the customer service terminal 31 of the connected business.

[0033] The customer terminal 11 is equipped with a terminal acquisition unit 11A, an information transmission unit 11B, an alarm device 11C, and a coupon issuing unit 11D. The terminal acquisition unit 11A acquires desired service information indicating a service desired by the customer. The desired service information may be, for example, a service selection operation by the customer, input of information identifying the service (such as reading a two-dimensional code), or the customer's voice explaining the desired service. The information transmission unit 11B transmits the desired service information acquired by the terminal acquisition unit 11A to the outside. The alarm device 11C is composed of, for example, a display, a speaker for audio guidance, etc., and notifies the customer of various information. The coupon issuing unit 11D is configured to issue discount coupons, etc. that can be used at the store where the customer terminal 11 is installed or at nearby stores.

[0034] In this embodiment, the intermediate terminal 21 is installed in the call center of the agency 2. An operator at the call center first checks what kind of service the customer using the customer terminal 11 will receive, and then checks whether a customer service representative from the service provider that provides that service is available. If a customer service representative from the service provider is available, the call center operator connects the customer terminal 11 to the customer service terminal 31.

[0035] The intermediate terminal 21 is equipped with a notification device 21A and an input device 21B. The notification device 21A notifies the operator of the desired service information received from the information transmission unit 11B. The operator of the intermediate terminal 21 determines a target connection provider from among multiple service providers based on the desired service information, while confirming with the customer. The operator then operates the input device 21B to confirm whether the determined target connection provider can provide services, and to connect the customer terminal 11 to the customer terminal 31 of the target connection provider. For this reason, the input device 21B receives input of the target connection provider determined by the operator from the operator.

[0036] Connection server 22 is installed, for example, in the data center of agency 2. Connection server 22 connects customer terminal 11 to one of a plurality of service providers (connection target provider), and realizes remote dialogue between the customer and a customer service representative operating customer service terminal 31. Connection server 22 includes information receiving unit 22A, determination unit 22B, storage unit 22C, connection permission unit 22D, terminal connection unit 22E, upper limit time setting unit 22F, required document determination unit 22G, notification control unit 22H, and billing information generation unit 22I.

[0037] The information receiving unit 22A receives the desired service information transmitted from the information transmitting unit 11B of the customer terminal 11. The information receiving unit 22A transmits the desired service information transmitted from the information transmitting unit 11B to the notification device 21A of the intermediate terminal and the determination unit 22B.

[0038] The determination unit 22B determines a target connection carrier to be connected from among a plurality of carriers based on a signal from the intermediate terminal 21. In this embodiment, the target connection carrier is determined by an operator of the intermediate terminal 21. Therefore, when the operator who has determined the target connection carrier operates the input device 21B, the determination unit 22B receives a signal output based on the fact that the input device 21B has received the input.

[0039] The memory unit 22C includes a storage medium (for example, a hard disk or flash memory). The memory unit 22C stores, for example, connection fees between the customer terminal 11 and the customer service terminal 31 of the connection target provider. Fees often vary depending on the type and content of the service. For this reason, in this embodiment, as shown in FIG. 2, services are set into multiple categories sorted by business type. Furthermore, multiple subcategories sorted by business are set for each category. The memory unit 22C stores information on fees that vary depending on the multiple categories and the subcategories that belong to each category. The memory unit 22C also stores the number of connections and total connection time between the customer terminal 11 and the customer service terminal 31 for each connection provider. Note that the fee information also includes free information.

[0040] The connection permission unit 22D determines whether the connection conditions between the customer terminal 11 and the customer terminal 31 of the connection target business operator are met, and if the connection conditions are met, permits the connection between the customer terminal 11 and the customer terminal 31 of the connection target business operator.

[0041] In response to the connection permission by connection permission unit 22D, terminal connection unit 22E connects customer terminal 11 to customer service terminal 31 of the target service provider determined by determination unit 22B. In other words, terminal connection unit 22E connects customer terminal 11 to customer service terminal 31 of the target service provider determined in accordance with the desired service information received from information transmission unit 11B via information reception unit 22A. Specifically, terminal connection unit 22E receives the voice and image of the customer (or the voice and image of the customer service staff) from customer terminal 11 (or customer service terminal 31) and transmits them to customer service terminal 31 (or customer service terminal 11). This realizes remote dialogue between the customer service staff operating customer terminal 31 and the customer operating customer service terminal 11.

[0042] The upper limit time setting unit 22F sets an upper limit time for the continuous connection time during which the service terminal 31 and the customer terminal 11 are connected. The upper limit time setting unit 22F is configured to automatically cut off the connection between the customer terminal 11 and the connection target business operator when the continuous connection time reaches the upper limit time. The upper limit time setting unit 22F is configured to be able to change the setting so that the connection between the customer terminal 11 and the connection target business operator is maintained beyond the initial upper limit time.

[0043] The required document determination unit 22G determines the documents required for the service desired by the customer based on the desired service information indicating the service desired by the customer. The required documents are documents that the customer needs when receiving the service, such as a resident certificate, a seal certificate for a registered seal, a tax payment certificate, etc.

[0044] The notification control unit 22H controls the notification device 11C of the customer terminal 11. The notification control unit 22H is configured to notify the customer of the necessary documents determined by the necessary document determination unit 22G via the notification device 11C. The notification control unit 22H is also configured to notify the customer of the upper limit time set by the upper limit time setting unit 22F, the remaining time until the condition time, etc. via the notification device 11C.

[0045] The billing information generation unit 22I generates billing information for the business operator based on the connection status to the business operator. The connection status to the business operator includes the number of connections to the business operator and the connection time to the business operator. The intermediary business operator 2 bills each business operator for the usage fee of the remote customer service system based on the billing information generated by the billing information generation unit 22I. The intermediary business operator 2 also pays a portion of the usage fee received from each business operator to the convenience store 1 where the customer used the consultation booth 1A.

[0046] FIG. 3 shows the actions of the customer and the customer service staff, and the automatic processing by the remote customer service system, in chronological order. The customer first applies for use of the consultation booth 1A (action #01). The application may be completed by a staff member at the customer's request operating the cash register 1B, or by the customer operating the multi-function information and communication terminal 1D. If the customer uses a paid service, the customer may pay the fee at the counter.

[0047] Once the application procedure is completed, a receipt or other media is printed out from the cash register 1B or the multifunctional information communication terminal 1D. The cash register 1B and the multifunctional information communication terminal 1D are installed in the store (convenience store 1) where the consultation booth 1A is set up, and correspond to the "media issuing department" that issues the media.

[0048] The customer receives a medium such as a receipt and moves to consultation booth 1A with the medium (action #02). The customer then operates a touch panel screen or the like provided on customer terminal 11 to select the desired service (action #3-1). At this time, terminal acquisition unit 11A of customer terminal 11 acquires desired service information based on the customer's operation.

[0049] Alternatively, if a two-dimensional code indicating information about the desired service is previously attached to a medium such as a receipt, the customer may hold the two-dimensional code over the scanner 13 (action #3-2). In this case, the terminal acquisition unit 11A of the customer terminal 11 acquires the desired service information from the two-dimensional code read by the scanner 13. The terminal acquisition unit 11A acquires the desired service information based on the customer's operation. In other words, the terminal acquisition unit 11A is configured to acquire the desired service information by reading information from a medium held by the customer.

[0050] In both of the above actions #3-1 and #3-2, the terminal acquisition unit 11A acquires desired service information. The information transmission unit 11B transmits the desired service information to the intermediary business operator 2. The customer then speaks with an operator at the intermediary business operator 2, and the operator confirms any unclear points about the service the customer desires (action #04). The customer's voice data at this time indicates the service the customer desires, and is therefore an example of desired service information. The operator at the intermediary business operator 2 then selects from multiple service providers the provider that most closely matches the customer's desires as the connection target provider based on the desired service information and the items directly confirmed by the customer.

[0051] The flow from when the target provider is determined until the customer terminal 11 and the customer service terminal 31 of the target provider are connected will be described with reference to FIG. 4. For example, the determination unit 22B checks whether a customer service representative from the target provider is available (step #01). If no customer service representative from the target provider is available (step #01: No), the process ends without connecting the customer terminal 11 and the customer service terminal 31 of the target provider. At this time, the operator of the intermediary provider 2 may ask the customer about the availability of the date and time and also reserve the date and time for service provision. The connection server 22 may be configured to automatically process the next reservation (presenting the date and time for service provision, accepting the reservation, notifying the target provider, etc.).

[0052] If there is an available attendant at the target service provider (step #01: Yes), the connection permission unit 22D determines whether the service is chargeable (step #02). At this time, the connection permission unit 22D reads out, from the storage unit 22C, information on fees according to multiple categories and subcategories within the categories based on the desired service information.

[0053] Paid services refer to services for which the consultation itself is charged. Examples of paid services include legal consultation, inheritance consultation, fortune telling, and medical treatment, as shown in Figure 2. Free services refer to services for which the consultation itself is free. Examples of free services include consultation on rental car reservations, consultation on how to use a mobile phone, real estate brokerage, consultation on financial investment products, consultation on various loans, and consultation on employment and career changes, as shown in Figure 2.

[0054] If the service is free (step #02: free), the connection permission unit 22D permits connection between the customer terminal 31 of the target service provider and the customer terminal 11. Then, the terminal connection unit 22E connects the customer terminal 11 to the customer terminal 31 of the target service provider accepted by the input device 21B (step #04).

[0055] If the service is paid for (step #02: Paid), the connection permission unit 22D checks whether the fee has already been paid (step #03). If the customer has paid the fee (step #03: Yes), the connection permission unit 22D permits connection between the customer terminal 31 of the target service provider and the customer terminal 11. Then, the terminal connection unit 22E connects the customer terminal 31 of the target service provider accepted by the input device 21B to the customer terminal 11 (step #04).

[0056] If the customer has not paid the fee (step #03: No), for example, the notification control unit 22H controls the notification device 11C to prompt the customer to pay the fee. At this time, an operator of the agency 2 may prompt the customer to pay the fee. At this time, the customer may complete the payment procedure by, for example, having the card reader 12 read a credit card, prepaid card, etc., or by holding an IC chip-type payment card or smartphone over the scanner 13, or by completing the payment procedure at the counter of the convenience store 1. Then, when the payment procedure is completed (step #03: Yes), the connection permission unit 22D permits connection between the customer terminal 11 and the customer service terminal 31 of the target service provider. Then, the terminal connection unit 22E connects the customer service terminal 31 of the target service provider accepted by the input device 21B to the customer terminal 11 (step #04).

[0057] If the customer cannot pay the fee immediately (Step #03: Unable to pay), the customer terminal 11 and the customer service terminal 31 of the target business operator are not connected and the process ends. At this time, the operator of the intermediary business operator 2 may ask the customer about the date and time available and also reserve a date and time for service provision. The connection server 22 may automatically process the next reservation (presenting the date and time for service provision, accepting the reservation, notifying the target business operator, etc.).

[0058] In this way, the connection permission unit 22D is configured to permit connection between the customer terminal 31 of the connection target business operator and the customer terminal 11 in response to the customer paying the fee if a fee is charged, and to permit connection between the customer terminal 31 of the connection target business operator and the customer terminal 11 in response to the customer paying the fee if there is no fee.

[0059] When the customer terminal 11 and the customer service terminal 31 of the target business are connected, as shown in action #05 in Figure 3, the customer remotely consults with a customer service representative of the target business and, if necessary, enters into a contract or makes a payment. At this time, the notification device 11C notifies the customer of the necessary documents. In addition, the devices required for the contract and payment (such as the card reader 12, scanner 13, seal scanner 14, small printer 15, and connection device 16) are activated.

[0060] When the remote consultation between the customer and the customer service representative is completed, the customer answers a questionnaire, as shown in action #06 in FIG. 3. The questionnaire can be omitted. Then, a coupon that can be used at the convenience store 1 that used the consultation booth 1A is issued. This stimulates the customer's desire to purchase, making it easier for the customer to purchase products at the convenience store 1 that they would not have otherwise planned to purchase. This creates benefits for both the convenience store 1 and the customer. This makes it easier for the owner of the convenience store 1 to install the consultation booth 1A and the customer terminal 11 in the convenience store 1.

[0061] The flow from action #05 to action #06 shown in Fig. 3 will be explained based on the flowchart in Fig. 5. First, when customer terminal 11 and customer terminal 31 of the target connection provider are connected, counting of the continuous connection time between customer terminal 11 and customer terminal 31 begins. Then, it is determined whether the upper limit time setting by upper limit time setting unit 22F is valid (step #11).

[0062] If the upper limit time setting unit 22F has enabled the upper limit time (step #11: enabled), the upper limit time setting unit 22F determines whether the continuous connection time has reached the upper limit time (step #12). The upper limit time can be extended by the customer service terminal 31, or the upper limit time setting can be disabled. In other words, the upper limit time setting unit 22F is configured to maintain the connection between the customer terminal 11 and the service provider beyond the initial upper limit time in response to the customer service terminal 31's operation.

[0063] When the continuous connection time reaches the upper limit time (step #12: Yes), the connection permission unit 22D outputs a disconnection command signal to the terminal connection unit 22E, and the terminal connection unit 22E disconnects the connection between the customer terminal 11 and the customer terminal 31 of the connected operator (step #15).

[0064] If the upper limit time setting unit 22F is invalid (Step #11: Invalid) or if the continuous connection time has not reached the upper limit time (Step #12: No), the remote consultation between the customer and the attendant continues. At this time, the necessary document determination unit 22G determines the documents necessary for the service desired by the customer based on the desired service information. Then, the notification control unit 22H notifies the customer of the necessary documents while controlling the notification device 11C of the customer terminal 11 as necessary (Step #13). Also, in Step #13, necessary devices (such as the card reader 12, scanner 13, seal scanner 14, small printer 15, and connection device 16) are activated in accordance with the determination by the necessary document determination unit 22G.

[0065] Even if the customer does not have all the necessary documents, they can often be printed on the multifunction copier 1C. For this reason, in step #13, the notification control unit 22H controls the notification device 11C to issue a notification urging the customer to obtain the necessary documents on the multifunction copier 1C in the convenience store 1 where the customer terminal 11 is installed. Examples of documents that can be printed on the multifunction copier 1C include a resident's card, a seal certificate for a registered seal, and a tax payment certificate. This allows the customer to quickly gather the necessary documents.

[0066] If the remote consultation between the customer and the customer service representative is not complete (step #14: No), the process is repeated from step #11. When the remote consultation between the customer and the customer service representative is complete (step #14: Yes), an end signal is sent from the customer service terminal 31 to the connection server 22, and the terminal connection unit 22E disconnects the connection between the customer terminal 11 and the customer service terminal 31 of the target service provider (step #15).

[0067] When the connection between the customer terminal 11 and the service terminal 31 is disconnected, the billing information generation unit 22I generates billing information for the provider that provided the target service based on the connection status to the provider (step #16). The billing information generation unit 22I counts the number of connections between the customer terminal 11 and the service terminal 31 for each provider. For this reason, the billing information generation unit 22I is configured to generate billing information based on the number of connections to the provider and the connection time to the provider. If a billing information file has already been generated, in step #16 the billing information generation unit 22I overwrites and saves the billing information file with the updated number of connections and total connection time.

[0068] As described above in action #06 of Figure 3, the customer answers the questionnaire (step #17). The questionnaire is optional. Then, in response to the terminal connection unit 22E connecting the customer terminal 11 to the customer service terminal 31 of the connection target business, the coupon issuing unit 11D of the customer terminal 11 issues a coupon that can be used at the convenience store 1 where the customer terminal 11 is installed or a nearby store (step #18).

[0069] The activation of the necessary devices in step #13 will be described with reference to Fig. 6. In Fig. 6, devices to be activated are indicated by a "circle" and devices not to be activated are indicated by a "cross."

[0070] For example, identification and a seal are required when signing a real estate contract, a financial investment product contract, various loan contracts, opening a bank account, etc. Therefore, the necessary document determination unit 22G activates the scanner 13 to read the identification and activates the seal scanner 14 to read the seal.

[0071] For example, when making a contract for travel, cashless payment using a credit card, smartphone, or contactless IC card is required. For this reason, the necessary document determination unit 22G activates the card reader 12 to make payment by credit card, or activates the scanner 13 to make cashless payment.

[0072] When reserving a rental car, a driver's license must be verified. Also, a credit card, cashless payment, etc. are required. Therefore, the required document determination unit 22G activates at least one of the card reader 12 and the scanner 13 to verify the driver's license and perform payment.

[0073] When signing up for a new mobile phone line, identification is required, as well as credit card and bank account information for monthly withdrawals. For this reason, the required document determination unit 22G activates the scanner 13 to read the identification. If the customer wishes to pay the monthly withdrawal by credit card, the required document determination unit 22G activates the card reader 12 to read the credit card. If the customer wishes to pay the monthly withdrawal by direct debit, the required document determination unit 22G activates the scanner 13 to read the bankbook. Alternatively, the required document determination unit 22G activates the card reader 12 to read the bank's cash card.

[0074] When a customer consults about how to use a smartphone or about a problem with the smartphone, the customer needs to connect the cable of the connection device 16 to the smartphone terminal in order to check the smartphone settings, OS version information, etc. In this case, the required document determination unit 22G activates the connection device 16.

[0075] In any of the cases described above with reference to Figure 6, the display of customer terminal 11 may be configured to display an explanation of important matters, etc., and a customer service representative may explain the explanation of important matters, etc., to the customer. An electronic signature field for the customer to sign may be displayed on the touch panel display of customer terminal 11. In addition, the contract document may be printed by small printer 15, and the customer may receive the contract document from small printer 15.

[0076] In the case of legal consultation, inheritance consultation, employment / career change consultation, fortune telling, etc., none of the necessary document determination unit 22G, card reader 12, scanner 13, and seal scanner 14 are activated. At this time, the customer service staff will provide various explanations while displaying materials on the display of the customer terminal 11. In addition, the consultation record, fortune telling results, etc. may be printed out by a small printer 15, and the customer may receive a written document from the small printer 15.

[0077] [Effects of the embodiment] The present disclosure relates to a remote customer service system that connects a customer terminal 11 installed in a customer booth (consultation booth 1A) and operated by the customer with one of a plurality of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service representative operating a customer service terminal 31 of the business to be connected. The system is equipped with a terminal acquisition unit 11A installed in the customer terminal 11 that acquires desired service information indicating the service desired by the customer, an information transmission unit 11B installed in the customer terminal 11 that transmits the desired service information acquired by the terminal acquisition unit 11A, and a terminal connection unit 22E that connects the customer terminal 11 with the customer service terminal 31 of the business to be connected, which is determined according to the desired service information received from the information transmission unit 11B.

[0078] According to the above configuration, the terminal acquisition unit 11A of the customer terminal 11 acquires information about the service desired by the customer, and the terminal connection unit 22E connects the customer terminal 11 to the customer service terminal 31, thereby realizing a dialogue between the customer and the customer service staff. As a result, one service provider is selected from multiple service providers according to the service desired by the customer, and the selected service provider can easily provide the appropriate service to the customer. This realizes a remote customer service system that can provide a wide variety of services to customers.

[0079] The remote customer service system of the present disclosure is provided with an intermediate terminal 21 operated by an operator, and the intermediate terminal 21 is provided with an alarm device 21A that notifies the operator of desired service information received from the information transmission unit 11B, and an input device 21B that receives from the operator input of the target connection provider determined by the operator, and the terminal connection unit 22E is configured to connect the customer terminal 11 to the customer service terminal 31 of the target connection provider received by the input device 21B.

[0080] With the above configuration, the operator of the intermediate terminal 21 can accurately grasp the customer's wishes while checking with the customer, and can select a connection target business operator that provides the service that most closely matches the customer's wishes.

[0081] In the remote customer service system of the present disclosure, multiple classifications are set for services divided by type of business, and a memory unit 22C is provided that stores different fee information according to the multiple classifications.The memory unit 22C reads out fee information according to the classification from the memory unit 22C based on desired service information, and a connection permission unit 22D is provided that allows connection between the customer service terminal 31 of the connection target business operator and the customer terminal 11 when the customer has paid the fee if there is a fee, and allows connection between the customer service terminal 31 of the connection target business operator and the customer terminal 11 if there is no fee.

[0082] With the above configuration, even if different fees are set for different types of services, the fees are stored in the storage unit 22C, which allows a configuration to provide a service to a customer after collecting the fee from the customer.

[0083] In the remote customer service system disclosed herein, multiple sub-categories belonging to a classification and allocated by business are set, and different fee information according to the multiple sub-categories is stored in memory unit 22C, and connection permission unit 22D is configured to read out fee information according to the sub-categories from memory unit 22C based on desired service information, and to permit connection between the customer service terminal 31 of the connection target business operator and the customer terminal 11 when the customer has paid the fee if there is a fee, and to permit connection between the customer service terminal 31 of the connection target business operator and the customer terminal 11 when there is no fee.

[0084] With the above configuration, even if different fees are set for different services within the same industry, the fees are stored in the storage unit 22C, which allows a configuration to provide services to customers after collecting fees from them.

[0085] In the remote customer service system according to the present disclosure, the terminal acquisition unit 11A is configured to acquire desired service information by reading information from a medium held by the customer.

[0086] With the above configuration, customers can obtain information about the services they provide without operating the customer terminal 11, etc. This makes the system easy to use for customers who are unfamiliar with operating the customer terminal 11, etc. Furthermore, by attaching information to receipts, magazine articles, etc. issued when shopping and issuing and distributing them as media readable by the terminal acquisition unit 11A, the use of the remote customer service system can be promoted.

[0087] The remote customer service system disclosed herein is equipped with a media issuing unit (cash register 1B, multifunction copier 1C, multifunction information communication terminal 1D) that issues media and is installed in a store (convenience store 1) that has a customer booth (consultation booth 1A).

[0088] With the above configuration, a customer can easily obtain a medium to be read by the terminal obtaining unit 11A at a store (convenience store 1).

[0089] The remote customer service system according to the present disclosure includes a billing information generating unit 22I that generates billing information for the business operator based on the connection status of the business operator.

[0090] With the above configuration, the provider of the remote customer service system can charge the connected business entity a fee for using the system.

[0091] In the remote customer service system according to the present disclosure, the billing information generating unit 22I is configured to generate billing information based on the number of connections to the business operator.

[0092] With the above configuration, the provider of the remote customer service system can charge the connection target business a system usage fee according to the number of connections.

[0093] In the remote customer service system according to the present disclosure, the billing information generating unit 22I is configured to generate billing information based on the connection time to the business operator.

[0094] With the above configuration, the provider of the remote customer service system can charge the connection target business a system usage fee according to the connection time.

[0095] The remote customer service system of the present disclosure is provided with an upper limit time setting unit 22F that sets an upper limit time for the continuous connection time between the customer terminal 11 and the business operator, and the upper limit time setting unit 22F is configured to automatically disconnect the connection between the customer terminal 11 and the business operator when the continuous connection time reaches the upper limit time.

[0096] With the above configuration, it is possible to set the consultation time between the customer and the customer service staff up to an upper limit, making it easy to strictly manage the time frame for free consultation, paid consultation, etc.

[0097] In the remote customer service system according to the present disclosure, the upper limit time setting unit 22F is configured to maintain the connection between the customer terminal 11 and the business operator beyond the initial upper limit time in response to an operation by a customer service staff member.

[0098] With the above configuration, when a business meeting between a customer and a salesperson takes a long time, the upper limit time can be extended or disabled as needed.

[0099] The remote customer service system of the present disclosure is equipped with a required document determination unit 22G that determines the documents required for the service desired by the customer based on the desired service information, and a notification control unit 22H that controls the notification device 21A of the customer terminal 11 to notify the customer of the determined required documents.

[0100] With the above configuration, the customer can properly recognize the necessary documents.

[0101] In the remote customer service system of the present disclosure, the notification control unit 22H controls the notification device 21A of the customer terminal 11 to issue a notification urging the customer to obtain the necessary documents at the store (convenience store 1) where the customer terminal 11 is installed.

[0102] With the above configuration, even if the customer does not have the necessary documents with him / her, the customer can properly obtain the necessary documents at the store (convenience store 1).

[0103] The remote customer service system of the present disclosure is provided with a coupon issuing unit 11D that issues coupons that can be used at the store (convenience store 1) where the customer terminal 11 is installed or at nearby stores in response to the terminal connection unit 22E connecting the customer terminal 31 of the target business operator with the customer terminal 11.

[0104] With the above configuration, it is possible to encourage customers to purchase products at a store (convenience store 1) or the like, which brings benefits to both the store and the customer. This makes it easier to install customer terminal 11 in the store.

[0105] The present disclosure relates to a connection server 22 that connects a customer terminal 11 that is installed in a customer booth (consultation booth 1A) and operated by the customer to one of a number of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service representative who operates a customer service terminal 31 of the business to be connected, and is equipped with an information receiving unit 22A that receives desired service information indicating the service desired by the customer from the customer terminal 11, and a terminal connection unit 22E that connects the customer terminal 11 to the customer service terminal 31 of the business to be connected, which is determined according to the received desired service information.

[0106] According to the above configuration, the information receiving unit 22A of the customer terminal 11 acquires information about the service desired by the customer, and the terminal connection unit 22E connects the customer terminal 11 to the customer service terminal 31, thereby realizing a dialogue between the customer and the customer service representative. Therefore, one service provider is selected from among multiple service providers according to the service desired by the customer, and the selected service provider can easily provide the appropriate service to the customer. This realizes the connection server 22 that can provide a wide variety of services to customers.

[0107] The present disclosure is a method carried out in a remote customer service system that connects a customer terminal 11 installed in a customer booth (consultation booth 1A) and operated by the customer with one of a plurality of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service representative operating a customer service terminal 31 of the business to be connected, and includes an acquisition step in the customer terminal 11 to acquire desired service information indicating the service desired by the customer, a transmission step in which the customer terminal 11 transmits the desired service information acquired in the acquisition step, and a connection step in which the customer terminal 11 is connected to the customer service terminal 31 of the business to be connected, which is determined in accordance with the desired service information transmitted from the customer terminal 11.

[0108] According to the above configuration, information about the service desired by the customer is acquired in the acquisition step, and a conversation between the customer and the attendant is realized by connecting the attendant terminal 31 and the customer terminal 11 in the connection step. Therefore, one service provider is selected from multiple service providers according to the service desired by the customer, and the selected service provider can easily provide the appropriate service to the customer. This realizes a method capable of providing a wide variety of services to customers.

[0109] The present disclosure relates to a remote customer service program that connects a customer terminal 11 installed in a customer booth (consultation booth 1A) and operated by a customer with one of a plurality of businesses that provide services, thereby enabling remote dialogue between the customer and a customer service representative operating a customer service terminal 31 of the business to be connected. The program causes a computer to execute an acquisition function in the customer terminal 11 to acquire desired service information indicating the service desired by the customer, a transmission function from the customer terminal 11 to transmit the desired service information acquired by the acquisition function, and a connection function to connect the customer terminal 11 with the customer service terminal 31 of the business to be connected, which is determined based on the desired service information transmitted from the customer terminal 11.

[0110] According to the above configuration, the acquisition function acquires information about the service desired by the customer, and the connection function connects the customer service terminal 31 and the customer terminal 11, allowing for a dialogue between the customer and the customer service representative. Therefore, one service provider is selected from multiple service providers according to the service desired by the customer, and the selected service provider can easily provide the appropriate service to the customer. This realizes a remote customer service program that can provide a wide variety of services to customers.

[0111] [Another embodiment] The present disclosure is not limited to the configurations exemplified in the above-described embodiments, and other representative embodiments of the present disclosure will be exemplified below.

[0112] (1) In the above-described embodiment, the determination unit 22B determines a target connection provider from among a plurality of providers based on a signal from the intermediate terminal 21 operated by an operator. This embodiment is not limited to this, and the determination unit 22B may be configured to automatically determine a target connection provider from among a plurality of providers based on received desired service information. For example, the determination unit 22B may automatically determine a target connection provider based on a customer's operation of the customer terminal 11 (e.g., operation on a touch panel screen). For example, the connection server 22 may be equipped with an interactive AI chat function, analyze the content of the customer's voice and text input to acquire desired service information, and the determination unit 22B may automatically determine a target connection provider based on the desired service information. The terminal connection unit 22E may then connect the customer terminal 11 to the customer service terminal 31 of the target connection provider determined by the determination unit 22B.

[0113] (2) In the above embodiment, customer terminal 11 is installed in each of a plurality of stores, but memory unit 22C may be configured to store different fee information for each of the plurality of stores. In this case, connection permission unit 22D may be configured to read, from memory unit 22C, fee information corresponding to the store where a customer uses customer terminal 11, and to permit connection between customer terminal 31 of the target service provider and customer terminal 11 installed in the store when a fee is charged and when the customer has paid the fee, and to permit connection between customer terminal 31 of the target service provider and customer terminal 11 installed in the store when no fee is charged.

[0114] (3) In the above-described embodiment, the intermediate terminal 21 is provided with the notification device 21A and the input device 21B. The notification device 21A notifies the operator of the desired service information received from the information transmission unit 11B. This is not limiting, and for example, the customer terminal 11 may be provided with a human presence sensor, and the notification device 21A may be configured to notify the operator in response to the human presence sensor detecting a person using the customer terminal 11.

[0115] (4) In the above-described embodiment, the consultation booth 1A and the customer terminal 11 are installed in a convenience store 1. However, this is not limiting, and the installation location of the consultation booth 1A and the customer terminal 11 may be, for example, a privately owned store, a branch of a financial institution, a store set up in a section of a telephone exchange base station, or a store attached to a guesthouse on a remote island, etc.

[0116] (5) Two or more consultation booths 1A may be provided in the convenience store 1. In this case, two types of consultation booths 1A may be provided in the convenience store 1: a first type having a large space to accommodate wheelchairs, and a second type having a smaller space than the first type.

[0117] (6) In the above embodiment, the terminal acquisition unit 11A acquires the desired service information by reading information from a medium held by the customer. However, the present invention is not limited to this embodiment. For example, the terminal acquisition unit 11A may acquire the desired service information through short-range wireless communication with a smartphone carried by the customer.

[0118] (7) The billing information generating unit 22I may be configured to generate billing information based on at least one of the number of connections to the business operator and the duration of connection to the business operator.

[0119] The configurations disclosed in the above-described embodiments (including other embodiments, the same applies hereinafter) can be applied in combination with configurations disclosed in other embodiments, as long as no contradiction occurs. Furthermore, the embodiments disclosed in this specification are merely examples, and the embodiments of the present disclosure are not limited thereto and can be appropriately modified within the scope of the present disclosure. [Industrial Applicability]

[0120] The present disclosure is applicable to a remote customer service system, a connection server, a method used in the remote customer service system, and a remote customer service program. [Explanation of symbols]

[0121] 1: Convenience store (store) 1A: Consultation booth (customer booth) 1B: Cash register (media issuing department) 1D: Multi-function information and communication terminal (Media Publishing Department) 11: Customer terminal 11A: Terminal acquisition unit 11B: Information transmission unit 11C: Alarm device 11D: Coupon Issuance Department 21: Intermediate terminal 21A: Alarm device 21B: Input device 22: Connection Server 22A: Information receiving unit 22B: Decision section 22C: Storage section 22D: Connection permission section 22E: Terminal connection part 22F: Upper limit time setting section 22G: Required Documents Determination Department 22H: Notification control section 22I: Billing information generation unit 31: Customer service terminal

Claims

1. A remote customer service system that connects a customer terminal installed in a customer booth and operated by a customer with one of a plurality of service providers, and realizes remote dialogue between the customer and a customer service representative operating a customer service terminal of the connected service provider, a terminal acquisition unit provided in the customer terminal for acquiring desired service information indicating the service desired by the customer; an information transmitting unit provided in the customer terminal for transmitting the desired service information acquired by the terminal acquisition unit; A remote customer service system comprising a terminal connection unit that connects the customer terminal to the customer service terminal of the connection target business operator determined based on the desired service information received from the information transmission unit.

2. a determination unit that automatically determines the connection target business operator from among the plurality of businesses in accordance with the received desired service information; The remote customer service system according to claim 1 , wherein the terminal connection unit is configured to connect the customer terminal of the connection target business determined by the determination unit to the customer terminal.

3. an intermediate terminal operated by an operator is provided; the intermediate terminal comprises: a notification device that notifies the operator of the desired service information received from the information transmission unit; and an input device that receives, from the operator, an input of the target business operator determined by the operator; The remote customer service system according to claim 1 , wherein the terminal connection unit is configured to connect the customer service terminal of the connection target business accepted by the input device to the customer terminal.

4. A plurality of classifications are set for the service, which are divided into categories according to industry; a storage unit that stores different fee information according to the plurality of classifications; The remote customer service system of claim 1 is provided with a connection permission unit that reads out the fee information corresponding to the classification from the memory unit based on the desired service information, and if the fee is a paid fee, allows a connection between the customer terminal of the connection target business and the customer terminal in response to the customer paying the fee, and if the fee is free, allows a connection between the customer terminal of the connection target business and the customer terminal.

5. Within the above classification, multiple sub-classifications are set up, each divided by business. The storage unit stores information on the fees that differ according to the plurality of small categories, The remote customer service system described in claim 4, wherein the connection permission unit is configured to read out from the memory unit the fee information corresponding to the sub-category based on the desired service information, and to permit connection between the customer terminal of the connection target business and the customer terminal if the fee is charged and the customer has paid the fee, and to permit connection between the customer terminal of the connection target business and the customer terminal if the fee is free.

6. The customer terminal is installed in each of a plurality of stores, a storage unit for storing different price information for each of the plurality of stores; A remote customer service system as described in any one of claims 1 to 5, which is equipped with a connection permission unit that reads out from the memory unit the fee information corresponding to the store among the plurality of stores where the customer uses the customer terminal, and if the fee is charged, allows a connection between the customer service terminal of the connection target operator and the customer terminal installed at the store in response to the customer paying the fee, and if the fee is free, allows a connection between the customer service terminal of the connection target operator and the customer terminal installed at the store in response to the customer paying the fee.

7. 6. The remote customer service system according to claim 1, wherein the terminal acquisition unit is configured to acquire the desired service information by reading information from a medium held by the customer.

8. 8. The remote customer service system according to claim 7, further comprising a media issuing unit that is installed in a store where the customer booth is installed and that issues the media.

9. 6. The remote customer service system according to claim 1, further comprising a billing information generating unit that generates billing information for the business operator based on the connection status to the business operator.

10. The remote customer service system according to claim 9 , wherein the billing information generating unit is configured to generate the billing information based on the number of connections to the business.

11. The remote customer service system according to claim 9 , wherein the billing information generating unit is configured to generate the billing information based on a connection time to the business operator.

12. an upper limit time setting unit that sets an upper limit time for continuous connection time during which the customer terminal and the business are connected; The remote customer service system according to any one of claims 1 to 5, wherein the upper limit time setting unit is configured to automatically disconnect the connection between the customer terminal and the business when the continuous connection time reaches the upper limit time.

13. The remote customer service system according to claim 12, wherein the upper limit time setting unit is configured to maintain the connection between the customer terminal and the business beyond the initial upper limit time in response to an operation by the customer service staff member.

14. a required document determination unit that determines, based on the desired service information, required documents for the service desired by the customer; The remote customer service system according to any one of claims 1 to 5, further comprising: an alarm control unit that controls an alarm device of the customer terminal to notify the customer of the determined required documents.

15. The remote customer service system according to claim 14 , wherein the notification control unit controls a notification device of the customer terminal to issue a notification urging the customer to obtain the necessary documents at a store where the customer terminal is installed.

16. A remote customer service system as described in any one of claims 1 to 5, further comprising a coupon issuing unit that issues coupons that can be used at the store where the customer terminal is installed or at nearby stores in response to the terminal connection unit connecting the customer terminal with the customer service terminal of the target business operator.

17. A connection server that connects a customer terminal that is installed in a customer booth and operated by a customer with one of a plurality of service providers, and realizes remote dialogue between the customer and a customer service representative operating a customer service terminal of the connected service provider, an information receiving unit that receives desired service information indicating the service desired by the customer from the customer terminal; A connection server is provided with a terminal connection unit that connects the customer terminal and the customer service terminal of the connection target business operator determined according to the received desired service information.

18. A method for a remote customer service system that connects a customer terminal installed in a customer booth and operated by a customer with one of a plurality of service providers, and realizes a remote dialogue between the customer and a customer service representative operating a customer service terminal of the connected service provider, the method comprising: an acquisition step of acquiring desired service information indicating the service desired by the customer in the customer terminal; a transmitting step of transmitting the desired service information acquired in the acquiring step from the customer terminal; A method comprising a connection step of connecting the customer terminal to the customer service terminal of the connection target business operator determined in accordance with the desired service information transmitted from the customer terminal.

19. A remote customer service program that connects a customer terminal that is installed in a customer booth and operated by a customer with one of a plurality of service providers, and realizes remote dialogue between the customer and a customer service representative who operates a customer service terminal of the connected service provider, an acquisition function in the customer terminal for acquiring desired service information indicating the service desired by the customer; a transmission function for transmitting the desired service information acquired by the acquisition function from the customer terminal; A remote customer service program that causes a computer to execute a connection function that connects the customer terminal to the customer service terminal of the connection target business operator, which is determined based on the desired service information sent from the customer terminal.

Images