Automated telephone answering system and automated telephone answering program

Abstract

To provide an automated telephone answering system and program configured to prevent a customer from being negatively impressed by sending messages of the same content when the same person make multiple phone calls in a day.SOLUTION: An automated telephone answering system 1 includes: a message template holding unit 12 which holds templates for generating a sentence of a message; a message transmission unit 13 which transmits the message of the generated sentence; a specific message transmission recording unit 14; and a message transmission determination unit 15 which determines whether to transmit a message of a sentence generated from a template which is determined according to a rule held in a template rule holding unit, in automated answering processing for an incoming call. The message transmission determination unit determines not to transmit a message when the message of a message sentence generated from a template has been already transmitted to a certain telephone number within a past predetermined period of time, in automated answering processing for an incoming call from the telephone number.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] This technology automatically answers incoming calls and sends messages and responds to voice messages according to the received voice, DTMF signals, and the format of messages already sent. [Background technology]

[0002] Many companies provide customer support over the phone. One way to do this is to use an automated voice response system that sends SMS in response to specific DTMF signals during a call. This allows for efficient support for a large number of customers.

[0003] With this type of automated support, when the same person calls multiple times, the same SMS may be sent multiple times. Also, customer support is often short-staffed, and since they do not want to spend time on a single case, they prefer to respond to customer inquiries via chat rather than phone if possible.

[0004] The following technologies are known for systems that combine automated voice and message sending. Patent Document 1 discloses a system that acquires text corresponding to information input by a user in response to an automated voice and sends a text message to the user's mobile phone number. Patent Document 2 discloses a system that effectively provides a message service using an automated voice that uses IVR, and a message service such as SMS that is addressed to a phone number. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Publication No. 2020-72414 [Patent Document 2] Japanese Patent Application Publication No. 2020-088491 Summary of the Invention [Problem to be solved by the invention]

[0006] However, these do not include measures to prevent the same message from being sent when the same person calls multiple times in a day.

[0007] To prevent excessive costs and a negative impression on customers caused by sending the same message when the same person calls multiple times in one day, and to effectively utilize chat support. [Means for solving the problem]

[0008] The telephone automatic answering system of the present invention comprises: a message template storage unit that stores templates for generating message text; a message sending unit that sends a message with text generated from the template; a specific message transmission recorder for recording a transmission date and time, a template identifier, and a destination telephone number when the message transmission unit transmits a message; a template rule storage unit that stores template rules for generating message text corresponding to a sequence of voice or DTMF signals received during a call, or a timing at which the voice or DTMF signal is received; a message transmission determination unit that determines whether to transmit a message of text generated from a template determined in accordance with rules stored in the template rule storage unit in a process of automatic response to an incoming call; The message sending determination unit, in processing an automatic response to an incoming call from a certain telephone number, refers to the specific message sending recording unit and determines not to send a message if a message with a message text generated from the template has already been sent to the telephone number within a certain period of time in the past.

[0009] According to this feature, message templates and sending rules are stored, and when processing an automatic response to an incoming call from a certain telephone number, if a message with text generated from a template defined by the rules has already been sent to that telephone number within a certain period of time in the past, it is possible not to send the message.

[0010] This prevents the same message from being sent when the same person calls multiple times in a day, reducing costs. Also, if you use different templates, you can send more than one message to the same number.

[0011] The telephone automatic answering system of the present invention comprises: a message template storage unit that stores templates for generating message text; an audio data storage unit for storing audio data; a message sending unit that sends a message with text generated from the template; a specific message transmission record unit that records the transmission date and time, the template identifier, and the destination telephone number when the message transmission unit transmits the message; a message transmission automatic response processing rule storage unit that stores rules for processing automatic responses for voice and DTMF signal strings received during a call from a certain telephone number, timing of receiving the voice and DTMF signals, and whether the specific message transmission recording unit has a record of sending a message with text generated from a specific template to the telephone number within a certain period of time in the past; The automatic response process is a combination of multiple processes, One of the processes can include sending a message with text generated from a template, One of the processes can include a process of reproducing audio data.

[0012] According to this feature, the system responds to callers with an automatic response and sends a message, and if the same person calls more than twice in one day, the automatic response, such as a voice message, can be changed for the first and second calls.

[0013] The telephone automatic answering system of the present invention comprises: a message template storage unit that stores templates for generating message text; a message sending unit that sends a message with text generated from the template; a chat support availability storage unit that stores a status of whether chat support is available; a chat support automatic response processing rule storage unit that stores a sequence of voice and DTMF signals received during a call from a certain telephone number, timing of receiving the voice and DTMF signals, and rules for processing an automatic response in response to a chat support availability status stored in the chat support availability storage unit; The automatic response process is a combination of multiple processes, One of the processes can include sending a message generated from a template and including an address for receiving chat support.

[0014] According to this feature, it is possible to change the automatic response, such as changing the wording of the message to be sent, depending on whether chat support is available. This makes it possible to guide chat support only when it is truly available.

[0015] The telephone automatic answering system of the present invention comprises: a website availability display setting unit that sets the URL of a website where chat support is installed and the conditions for displaying when a person in charge is available to provide support on the website; The system is characterized by including a chat support availability determination unit that checks whether the display of the website satisfies the conditions for display when the person in charge is available to provide support, and stores the status of whether chat support is available in the chat support availability storage unit.

[0016] This feature allows users to access a website where chat support is available, check whether an operator is online, and only guide them to chat if a chat operator is available. This prevents a bad impression from being given if a chat support operator is unavailable.

[0017] The telephone automatic answering program of the present invention comprises: a message template storage process for storing a template for generating a message text; a message sending process for sending a message with a text generated from the template; a specific message transmission record process for recording the transmission date and time, the template identifier, and the destination telephone number when the message is transmitted in the message transmission process; a template rule storage process for storing template rules for generating message text corresponding to a sequence of voice or DTMF signals received during a call, or a timing at which the voice or DTMF signals are received; In the process of automatic response to an incoming call, a message transmission determination process is provided which determines whether or not to transmit a message of text generated from a template determined in accordance with the rules stored in the template rule storage process, The message sending determination process is characterized in that, in the process of automatically answering an incoming call from a certain telephone number, the process refers to the specific message sending record process and determines not to send a message if a message with a message text generated from the template has already been sent to the telephone number within a certain period of time in the past.

[0018] The telephone automatic answering program of the present invention comprises: a message template storage process for storing a template for generating a message text; an audio data storage process for storing audio data; a message sending process for sending a message with a text generated from the template; a specific message transmission record process for recording the transmission date and time, the template identifier, and the destination telephone number when the message is transmitted in the message transmission process; a message sent automatic response processing rule storage process for storing rules for processing an automatic response for a sequence of voice and DTMF signals received during a call from a certain telephone number, the timing of receiving the voice and DTMF signals, and whether or not there is a record of sending a message with text generated from a specific template to the telephone number within a certain period of time in the specific message sent recording process; The automatic response process is a combination of multiple processes, One of the processes can include sending a message with text generated from a template, One of the processes can include a process of reproducing audio data.

[0019] The telephone automatic answering program of the present invention comprises: a message template storage process for storing a template for generating a message text; a message sending process for sending a message with a text generated from the template; A chat support availability holding process for holding the status of whether chat support is available; a chat support automatic response processing rule storage process that stores a sequence of voice and DTMF signals received during a call from a certain telephone number, the timing of receiving the voice and DTMF signals, and rules for processing an automatic response in response to the chat support availability status stored in the chat support availability storage process; The automatic response process is a combination of multiple processes, One of the processes can include sending a message generated from a template with a link to a chat support address. It is characterized by:

[0020] This feature allows the computer to operate as an automatic telephone answering program. [Effects of the Invention]

[0021] According to the present invention, there is provided an automatic telephone answering system that prevents excessive costs and negative customer impressions caused by sending the same message when the same person calls multiple times in a day, and that enables effective use of chat support, as well as an automatic telephone answering program that causes a computer to function as the automatic telephone answering system of the present invention. [Brief explanation of the drawings]

[0022] [Figure 1] FIG. 1 is a diagram showing the configuration of an automatic telephone answering system 1 according to the first embodiment. [Figure 2] FIG. 2 is a diagram showing information stored in the message template storage unit 11. As shown in FIG. [Figure 3] FIG. 3 is a diagram showing information recorded by the specific message transmission recorder 14. As shown in FIG. [Figure 4] FIG. 4 is a diagram showing templates stored in the template rule storage unit 12. As shown in FIG. [Figure 5] FIG. 5 is a diagram showing the configuration of an automatic telephone answering system 1 in the second embodiment. [Figure 6] FIG. 6 is a flowchart showing the flow of processing an automatic response stored in the message sent automatic response processing rule storage unit 112. [Figure 7] FIG. 7 is a diagram showing the configuration of an automatic telephone answering system 1 according to the third embodiment. [Figure 8] FIG. 8 is a diagram showing information stored in the chat support availability storage unit 1111. As shown in FIG. [Figure 9] FIG. 9 is a flowchart showing the flow of processing the automatic response stored in the chat support automatic response processing rule storage unit 1112. DETAILED DESCRIPTION OF THE INVENTION

[0023] Hereinafter, examples of the first embodiment of the present invention will be described. (Example: First embodiment)

[0024] FIG. 1 is a diagram showing the configuration of an automatic telephone answering system 1 according to the first embodiment.

[0025] The automated telephone response system 1 is connected to a user terminal, a customer terminal 2, and a customer terminal 3 via a communication network.

[0026] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0027] The automatic telephone answering system 1 includes a message template storage unit 11, a template rule storage unit 12, a message sending unit 13, a specific message sent record unit 14, and a message sending determination unit 15.

[0028] The devices that perform processing corresponding to each component of the automatic telephone answering system 1 (message template storage unit 11, template rule storage unit 12, message sending unit 13, specific message sent recording unit 14, message sending determination unit 15) may be located in physically separate locations.

[0029] The message template storage unit 11 stores templates for generating message text.

[0030] The message sending unit 13 sends a message with a text generated from the template.

[0031] When the message sending unit 13 sends a message, the specific message sent recording unit 14 records the sending date and time, the template identifier, and the destination telephone number.

[0032] The template rule storage unit 12 stores template rules for generating the text of a message corresponding to a sequence of voice or DTMF signals received during a call, or the timing at which the voice or DTMF signal is received.

[0033] In the process of automatically responding to an incoming call, the message transmission determination unit 15 determines whether or not to transmit a message whose text is generated from a template determined in accordance with the rules stored in the template rule storage unit 12. (First embodiment: Automatic response and message transmission)

[0034] An example of the process of automatic answering and message transmission by the automatic telephone answering system 1 will be described below.

[0035] FIG. 2 is a diagram showing information stored in the message template storage unit 11. As shown in FIG.

[0036] The message template storage unit 11 stores templates for generating message text, such as "A: "The URL for making an online reservation is here: https: / / ○○" B: "Business hours are 10:00-23:00, access here: https: / / ××"

[0037] The message sending unit 13 sends a message with the text "The URL for making a reservation online is https: / / ○○" generated from the template to "08012345678".

[0038] FIG. 3 is a diagram showing information recorded by the specific message transmission recorder 14. As shown in FIG.

[0039] When the message sending unit 13 sends the message, the specific message sent recording unit 14 records "sent date and time 2023 / 01 / 01 10:00 00", the template identifier "A", and the destination telephone number "08012345678".

[0040] FIG. 4 is a diagram showing templates stored in the template rule storage unit 12. As shown in FIG.

[0041] The template rule storage unit 12 stores a template rule for generating the text of a message in response to the voice "yes" or the sequence of DTMF signals "1" received during a call, and the timing when the voice "yes" or the DTMF signal is received "automatic voice 11 is being played", namely, "if the voice "yes" or the DTMF signal is 1 and automatic voice 11 is being played, send A".

[0042] In the process of automatically answering an incoming call, the message sending determination unit 15 refers to the specific message sending recording unit 14 to determine whether to send a message with the text "The URL to make an online reservation is here. https: / / ○○" generated from the template "A" determined in accordance with the rule "If the voice "Yes" or DTMF signal 1 and automatic voice 11 are being played, send A" stored in the template rule storage unit 12, and if the message with the text "The URL to make an online reservation is here. https: / / ○○" generated from the template "A" has already been sent to the telephone number "08012345678" within a certain period of time in the past, it determines not to send the message.

[0043] This embodiment may be modified so that the certain time period that serves as the criterion for the message transmission determining unit 15 varies for each template.

[0044] Furthermore, by modifying this embodiment, the message transmission determination unit 15 may add to the above conditions a condition that the number of messages sent within a certain period or the transmission costs have reached a predetermined upper limit as a condition for determining not to send a message.

[0045] An example of the second embodiment of the present invention will be described below. (Example: Second embodiment)

[0046] FIG. 5 is a diagram showing the configuration of an automatic telephone answering system 1 in the second embodiment.

[0047] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0048] The automatic telephone response system 1 includes a message template storage unit 11, a template rule storage unit 12, a message sending unit 13, a specific message sent record unit 14, a voice data storage unit 111, and a message sent automatic response processing rule storage unit 112.

[0049] The devices that perform processing corresponding to each component of the automatic telephone response system 1 (message template storage unit 11, template rule storage unit 12, message sending unit 13, specific message sent recording unit 14, voice data storage unit 111, message sent automatic response processing rule storage unit 112) may be located in physically separate locations.

[0050] The audio data storage unit 111 stores audio data.

[0051] The message sent automatic response processing rule holding unit 112 holds rules for processing automatic responses based on the sequence of voice and DTMF signals received during a call from a certain telephone number, the timing at which the voice and DTMF signals were received, and whether or not the specific message sent recording unit 14 has a record of sending a message with text generated from a specific template to the telephone number within a certain period of time in the past. (Second embodiment: Automatic response rules)

[0052] An example of processing according to the automatic response rules of the automatic telephone response system 1 is shown below.

[0053] The voice data storage unit 111 stores voice data 101: "We will send you a message, so please check it. Please send a reply with your inquiry. We will get back to you." and 102: "A message was sent when you called earlier. We will contact you in order. If it is an emergency, please reply to the message and let us know that it is an emergency."

[0054] FIG. 6 is a flowchart showing the flow of processing an automatic response stored in the message sent automatic response processing rule storage unit 112.

[0055] When the message sent automatic response processing rule holding unit 112 receives the voice "Yes" or the DTMF signal sequence "1" during an incoming call from the telephone number "08012345678" and the timing at which the voice or the DTMF signal was received is "playing automatic voice 11," it checks whether there is a record in the specific message sent recording unit 14 of a message with text "The URL for making an online reservation is here: https: / / ○○" generated from a specific template "A" being sent to the telephone number "08012345678" within a certain period of the past, and holds the following rules for processing automatic responses: if the message has been sent, play a voice message saying "We sent you a message when you called earlier. We will contact you in order. If it is an emergency, please let us know that it is an emergency in a reply to the message," and do not send the message; and if the message has not been sent, play a voice message saying "We will send you a message, so please check it. Please reply with the details of your inquiry. We will contact you as soon as possible," and send the message. (Example: Third embodiment)

[0056] FIG. 7 is a diagram showing the configuration of an automatic telephone answering system 1 according to the third embodiment.

[0057] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0058] The automatic telephone response system 1 includes a message template storage unit 11, a message sending unit 13, a chat support availability storage unit 1111, a chat support automatic response processing rule storage unit 1112, a website availability display setting unit 1113, and a chat support availability determination unit 1114.

[0059] The devices that perform processing corresponding to each component of the automatic telephone response system 1 (message template storage unit 11, message sending unit 13, chat support availability storage unit 1111, chat support automatic response processing rule storage unit 1112, website availability display setting unit 1113, chat support availability determination unit 1114) may be located in physically separate locations.

[0060] The chat support availability holding unit 1111 holds the status of whether chat support is available or not.

[0061] The chat support automatic response processing rule storage unit 1112 stores rules for processing automatic responses to the sequence of voice and DTMF signals received during a call from a certain telephone number, the timing at which the voice and DTMF signals were received, and the chat support availability status stored in the chat support availability determination unit 1114.

[0062] The website available person display setting unit 1113 sets the URL of the website where chat support is installed and the conditions for displaying when a person in charge is available to provide support on the website.

[0063] A chat support availability determination unit 1114 checks whether the website display satisfies the display conditions for when the person in charge is available for support, and stores the chat support availability status in a chat support availability storage unit 1113. (Third embodiment: Chat support availability)

[0064] An example of processing when chat support by the automated telephone response system 1 is considered is shown below.

[0065] FIG. 8 is a diagram showing information stored in the chat support availability storage unit 1111. As shown in FIG.

[0066] The chat support availability holding unit 1111 holds the availability status of chat support "CTI chat support" as "available".

[0067] FIG. 9 is a flowchart showing the flow of processing the automatic response stored in the chat support automatic response processing rule storage unit 1112.

[0068] The chat support automatic response processing rule storage unit 1112 stores rules for processing automatic responses, which state is stored in the chat support availability storage unit 1111, that when the voice "Yes" or the DTMF signal sequence "1" received during an incoming call from the telephone number "08012345678" is received and the timing at which the voice or the DTMF signal is received is "playing automatic voice 11", if the state is "available" and the status of chat support availability stored in the chat support availability storage unit 1111 is "available", it sends "This is an automatic response message from CTI support. We apologize for not being able to take your call. We are working on calls in order. Please reply with your question. Chat support is currently available from the link below. If you are in a hurry, please use chat support from the link below. https: / / xxx.xxx.com / "; and if the status is "unavailable", it sends "This is an automatic response message from CTI support. We are sorry for not being able to take your call. We are working on calls in order. Please reply with your question."

[0069] The website available person display setting unit 1113 sets the URL "https: / / ○○" of the website "CTI support" where chat support is installed, and the display condition when a person in charge is available to provide support on the website, "'Online' is displayed on the chat screen."

[0070] The chat support availability determination unit 1114 checks whether the display of the website "https: / / XX" satisfies the display condition for when the person in charge is available for support, "'Online' is displayed on the chat screen," and if "Online" is displayed on the chat screen, the chat support availability status "Available" is stored in the chat support availability storage unit 1111. [Industrial Applicability]

[0071] The present invention provides an automated telephone answering system and program that can prevent excessive costs and negative customer impressions caused by sending the same message when the same person calls multiple times in a day, and also enables effective use of chat support. It is anticipated that the system and program will be used by companies that provide customer support. [Explanation of symbols]

[0072] 1. Automatic telephone answering system 11 Message template storage section 12 Template Rule Holder 13 Message sending section 14. Specific message transmission record section 15 Message transmission decision unit 111 Audio data storage unit 112 Message sent automatic response processing rule storage section 1111 Chat support availability management department 1112 Chat support auto-response processing rule storage unit 1113 Website Display Settings 1114 Chat Support Availability Determination Department 2. User terminal 3. Customer terminal

Claims

1. a message template storage unit that stores templates for generating message text; a message sending unit that sends a message with text generated from the template; a specific message transmission recorder for recording a transmission date and time, a template identifier, and a destination telephone number when the message transmission unit transmits a message; a template rule storage unit that stores template rules for generating a message text corresponding to a sequence of voice or DTMF signals received during a call, or a timing at which the voice or DTMF signal is received; a message transmission determination unit that determines whether to transmit a message of text generated from a template determined in accordance with rules stored in the template rule storage unit in a process of automatic response to an incoming call; The message sending determination unit, in processing an automatic response to an incoming call from a certain telephone number, refers to the specific message sending recording unit and determines not to send a message if a message with a message text generated from the template has already been sent to the telephone number within a certain period of time in the past.

2. a message template storage unit that stores templates for generating message text; an audio data storage unit for storing audio data; a message sending unit that sends a message with text generated from the template; a specific message transmission record unit that records the transmission date and time, the template identifier, and the destination telephone number when the message transmission unit transmits the message; a message sent automatic response processing rule storage unit for storing rules for processing automatic responses for a sequence of voices and DTMF signals received during a call from a certain telephone number, the timing of receiving the voices and DTMF signals, and whether or not the specific message sent recording unit has a record of sending a message with text generated from a specific template to the telephone number within a certain period of time in the past; The automatic response process is a combination of multiple processes, One of the processes can include sending a message with text generated from a template, One of the processes can include playing audio data. An automatic telephone answering system.

3. a message template storage unit that stores templates for generating message text; a message sending unit that sends a message with text generated from the template; a chat support availability storage unit that stores a status of whether chat support is available; a chat support automatic response processing rule storage unit that stores a sequence of voice and DTMF signals received during a call from a certain telephone number, timing of receiving the voice and DTMF signals, and rules for processing an automatic response in response to a chat support availability status stored in the chat support availability storage unit; The automatic response process is a combination of multiple processes, One of the processes can include sending a message generated from a template with a link to a chat support address. An automatic telephone answering system.

4. a website availability display setting unit for setting the URL of a website where chat support is installed and the conditions for displaying when a person in charge is available to provide support on the website; a chat support availability determination unit that checks whether the display on the website satisfies the conditions for display when the person in charge is available to provide support, and stores the chat support availability status in the chat support availability storage unit; 4. The telephone automatic answering system according to claim 3, further comprising:

5. a message template storage process for storing a template for generating a message text; a message sending process for sending a message with a text generated from the template; a specific message transmission record process for recording the transmission date and time, the template identifier, and the destination telephone number when the message is transmitted in the message transmission process; a template rule storage process for storing template rules for generating message text corresponding to a sequence of voice or DTMF signals received during a call, or a timing at which the voice or DTMF signal is received; In the process of automatic response to an incoming call, a message transmission determination process is provided which determines whether or not to transmit a message of text generated from a template determined in accordance with the rules stored in the template rule storage process, The message sending determination process, in the process of automatically answering a call from a certain telephone number, refers to the specific message sending record process and determines not to send a message if a message with a message text generated from the template has already been sent to the telephone number within a certain period of time in the past.

6. a message template storage process for storing a template for generating a message text; an audio data storage process for storing audio data; a message sending process for sending a message with a text generated from the template; a specific message transmission record process for recording the transmission date and time, the template identifier, and the destination telephone number when the message is transmitted in the message transmission process; a message sent automatic response processing rule storage process for storing rules for processing an automatic response for a sequence of voice and DTMF signals received during a call from a certain telephone number, the timing of receiving the voice and DTMF signals, and whether or not there is a record of sending a message with text generated from a specific template to the telephone number within a certain period of time in the specific message sent recording process; The automatic response process is a combination of multiple processes, One of the processes can include sending a message with text generated from a template, One of the processes can include playing audio data. An automatic telephone answering program.

7. a message template storage process for storing a template for generating a message text; a message sending process for sending a message with a text generated from the template; A chat support availability holding process for holding the status of whether chat support is available; a chat support automatic response processing rule storage process for storing a sequence of voice and DTMF signals received during a call from a certain telephone number, the timing of receiving the voice and DTMF signals, and rules for processing an automatic response in response to the chat support availability status stored in the chat support availability storage process; The automatic response process is a combination of multiple processes, One of the processes can include sending a message generated from a template with a link to a chat support address. An automatic telephone answering program.

Images