Tripartite interpretation system

Abstract

To provide a system in which a user uses a portable terminal to utilize an interpretation service using tripartite telephone conversation.SOLUTION: A tripartite interpretation system 100 comprises: an interpretation application 20 that is activated by a QR code (R) 10, which is displayed on a pamphlet 11 together with information on a language capable of being interpreted, being read by a portable terminal 21 and displays information on a plurality of languages capable of being interpreted; and a customer dealing database 30 in which information for an interpreter to determine whether or not to reject telephone conversation is stored. When a language to which interpretation is desired is selected, the interpretation application 20 originates a call with information on the pamphlet 11 attached using an IP telephone to a predetermined interpretation center. In the interpretation center, an interpreter of the language selected by a user responds to an incoming call and originates a call to a provider of the pamphlet 11 when it is determined not to reject telephone conversation, to establish tripartite telephone conversation among the user, the interpreter, and the provider.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a three-way interpretation system that utilizes a three-way call. [Background technology]

[0002] When foreign users call to inquire about services, the business they are contacting may not know what language the foreign user is speaking. In such cases, even if the business tries to call the interpretation center with which it has a contract, it does not know which language interpreter to call. Furthermore, foreign users may cancel their service application because it takes time and effort to communicate with the service until someone who understands their language is available. This causes great stress for both the business and the foreign users, and the business may miss out on business opportunities.

[0003] Patent Document 1 discloses an interpretation system that allows a user to specify in advance the language for which they wish to have interpretation. This interpretation system establishes communication between a mobile communication terminal of a first user, a mobile communication terminal of a second user, and a mobile communication terminal of an interpreter, allowing the first and second users to converse through the interpreter. Specifically, the display screen of the first user's mobile communication terminal displays a language selection field for selecting one of multiple languages ​​and a field selection field for selecting a specialty. The first user selects the language and specialty for which they wish to have interpretation. The interpretation management device included in the interpretation system selects a suitable interpreter based on the language and specialty selected by the first user, and establishes communication between the mobile communication terminal of the selected interpreter and the mobile communication terminals of the first and second users. This interpretation system is said to enable users to easily select their preferred interpreter. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 2017-143322 Summary of the Invention [Problem to be solved by the invention]

[0005] However, in the interpretation system described in Patent Document 1, when the first user specifies the date and time of the call in advance, the interpretation management device is configured to notify the interpreter of the date and time of the call by email or the like, receive a confirmation email or the like from the interpreter, then notify the second user of the date and time of the call by email or the like, receive a confirmation email or the like from the second user, and then establish a three-way call at the specified date and time of the call, so the first user cannot start a call directly through the interpreter on the spot.

[0006] For example, consider a case where a business providing services to foreign customers prepares a pamphlet introducing the service and uses the interpretation system of Patent Document 1. In this case, even if a foreign user wants to confirm something about the contents of the pamphlet, they may give up on applying for the service because they cannot immediately speak with the business through an interpreter. For this reason, it is desirable to provide a service that allows users such as foreign customers to immediately ask questions to the business about the contents of the pamphlet in their own language.

[0007] An object of the present invention is to provide a three-way interpretation system that allows a user to use a mobile terminal to instantly access an interpretation service via a three-way call. [Means for solving the problem]

[0008] In one embodiment, the three-way interpretation system includes: A QR code will be displayed on the pamphlet along with information on available languages ​​for interpretation, An interpreter application that is activated when the QR code is read by a mobile device and displays information on multiple languages ​​for which interpretation is possible, along with information on the current status of interpreters, including whether they are available, waiting in line, or unavailable; A customer service database that stores information to help interpreters decide whether to reject a call; Equipped with The QR code displayed is different for each type of pamphlet, the interpretation application is configured to, when a user selects a language for which interpretation is desired from the plurality of languages ​​displayed, transmit the selected language to a predetermined interpretation center via an IP telephone together with information about the pamphlet on which the QR code is displayed; At the interpretation center, an interpreter of the language selected by the user answers the incoming call, and if it is determined based on the information stored in the customer support database that the call will not be rejected, a call is made to the business operator of the pamphlet based on the information in the pamphlet, establishing a three-way call between the user, the interpreter, and the business operator, and the interpreter is configured to interpret the conversation between the user and the business operator.

[0009] The pamphlet may display, as information about the language for which interpretation is possible, the flag of a country in which the language is an official language.

[0010] The pamphlet may display the QR code, the flag of a country in which the language is an official language, and a mark indicating a mobile terminal.

[0011] the interpretation application is configured to be able to display a call button for calling the interpretation center together with the information in the plurality of languages; The call button may be displayed in a clickable state for the user if the interpreter's current status is "available," and may be displayed in a non-clickable state if the interpreter's current status is "waiting for turn" or "unavailable."

[0012] The interpretation application may be configured to display Q&A information, which is a combination of questions and answers, before making a call to the business operator of the pamphlet when the user clicks the call button, which is displayed in a clickable state.

[0013] The interpretation application may be configured to, when the service displayed in the pamphlet has already ended, display in the language selected by the user that the service has ended, when the user selects the language in which the interpretation is desired.

[0014] The customer support database may be configured to update information for the interpreter to determine whether or not to reject a call, including information for the interpreter to determine whether the inquiry is simple and does not require connecting the call to a business operator, and information for the interpreter to determine whether the inquiry is in line with the contents of the pamphlet. [Effects of the Invention]

[0015] According to the three-way interpretation system of the present invention, a user can select the language in which they wish to have interpretation in the interpretation application that is launched by reading the QR code displayed on the pamphlet, and then have a conversation with the business operator in the pamphlet directly on the spot through an interpreter of the selected language. [Brief explanation of the drawings]

[0016] [Figure 1] FIG. 1 is a diagram schematically illustrating a three-way call between a user, a business operator, and an interpreter. [Figure 2] 1 is a diagram illustrating a schematic configuration of a three-way interpretation system according to an embodiment of the present invention. [Figure 3]This is an example of the display screen of an interpretation application displayed on the display of a mobile terminal, showing that Japanese, Korean, and Portuguese interpreters are "available," the English interpreter is "on the phone (waiting his turn)," and the Chinese interpreter is "unavailable" due to being unavailable, etc. [Figure 4] FIG. 4 is a diagram showing an example of a display corresponding to the display screen shown in FIG. 3, in which interpreters for all languages ​​are "available." [Figure 5] FIG. 10 is a diagram showing an example of a display screen (displayed in English) of an interpretation application indicating that a service introduced in a pamphlet has been discontinued. [Figure 6] 10 is a flowchart showing the flow of processing carried out by a user, an interpreter, and a pamphlet company. [Figure 7] FIG. 10 is a diagram showing an example of a display screen of an interpretation application that displays Q&A information when English is selected by a user. DETAILED DESCRIPTION OF THE INVENTION

[0017] Hereinafter, embodiments of the present invention will be described with reference to the drawings. However, the present invention should not be construed as being limited to the following embodiments.

[0018] As shown in Fig. 1, the three-way interpretation system 100 of the present invention is a system in which a call is held between a user 1 such as a foreigner, a business operator 2 that provides services etc. for user 1 such as a foreigner, and an interpreter 3, and the interpreter 3 can interpret a conversation between user 1 and business operator 2. As an example, user 1 is a foreigner who lives in Japan and whose native language is not Japanese, or a foreigner who is visiting Japan for tourism, business etc., and business operator 2 is a Japanese business operator that provides services to foreigners.

[0019] 2 is a diagram showing a schematic configuration of a three-way interpretation system 100 according to an embodiment of the present invention. The three-way interpretation system 100 includes a QR code 10, an interpretation application 20, and a customer correspondence database 30.

[0020] The QR code 10 is used to activate an interpretation application 20 (described later) and is displayed on a pamphlet 11 together with information on languages ​​in which interpretation is possible. The pamphlet 11 is used to introduce services provided by the business operator 2 to the user 1, and may be, for example, a tourist information pamphlet, a real estate information pamphlet, or a car rental information pamphlet. The present invention is not limited by the types of services introduced in the pamphlet 11 or the contents of the pamphlet 11.

[0021] The QR code 10 displayed on the brochure 11 differs depending on the type of brochure 11. For example, the QR code 10 displayed on a tourist information brochure 11, the QR code 10 displayed on a real estate information brochure 11, and the QR code 10 displayed on a rental car information brochure 11 are all different. Even for tourist information brochures 11, if the businesses 2 are different and the contents of the brochures 11 are different, the QR codes 10 displayed on each brochure 11 will be different. Furthermore, even for the same business 2, different QR codes 10 may be displayed on brochures 11 provided by different stores, and even for brochures 11 provided by the same store, different QR codes 10 may be displayed on brochures 11 with different contents.

[0022] Furthermore, multiple QR codes 10 may be displayed within the same pamphlet 11. For example, a pamphlet 11 providing information about rental cars may display multiple QR codes 10 that differ depending on the type of car, such as a QR code 10 for sports cars, a QR code 10 for family cars, and a QR code 10 for light trucks. Similarly, a pamphlet 11 introducing supplements may display multiple QR codes 10 that differ depending on the type of supplement.

[0023] There are no particular restrictions on where the pamphlet 11 can be placed. For example, the pamphlet 11 can be placed in tourist information centers, airports, train stations, commercial facilities such as shopping malls, cafes, restaurants, and the like.

[0024] In this embodiment, as information on languages for which translation is possible, the national flags of countries where the languages for which translation is possible are official languages are displayed on the pamphlet 11. In the example shown in FIG. 2, as the national flag of a country where English is an official language, the national flag of the United Kingdom 12a, as the national flag of a country where Chinese is an official language, the national flag of China 12b, as the national flag of a country where Korean is an official language, the national flag of Korea 12c, as the national flag of a country where Thai is an official language, the national flag of Thailand 12d, as the national flag of a country where Vietnamese is an official language, the national flag of Vietnam 12e, as the national flag of a country where Spanish is an official language, the national flag of Spain 12f, and as the national flag of a country where Portuguese is an official language, the national flag of Portugal 12g are displayed. By displaying the national flags of countries where the languages for which translation is possible are official languages as information on languages for which translation is possible, the user 1 can instantaneously understand the languages for which translation is possible.

[0025] However, the information on languages for which translation is possible is not limited to national flags, and it may be displayed in characters. In that case, for example, it is preferable to display "ENGLISH" in English for English, and display "中文" in Chinese for Chinese, using the characters of the languages for which translation is possible. Also, the information on languages for which translation is possible may be displayed in characters together with the national flags. Furthermore, the national flag of the United States may be displayed as the national flag of a country where English is an official language, or the national flags of the United Kingdom and the United States may be displayed respectively.

[0026] In the example shown in FIG. 2, as examples of languages for which translation is possible, English, Chinese, Korean, Thai, Vietnamese, Spanish, and Portuguese are listed, but the languages for which translation is possible are not limited to these. Also, the languages for which translation is possible may differ for each pamphlet 11, that is, for each service provided by the operator 2.

[0027] 2, the pamphlet 11 may display the QR code 10, the flag 12 of the country whose language is available for interpretation, and a mark 13 indicating the mobile terminal 21. As shown in FIG. 2, the mark 13 indicating the mobile terminal 21 is preferably displayed near the QR code 10. The mobile terminal 21 is, for example, a smartphone, but may also be a tablet terminal. By displaying the mark 13 indicating the mobile terminal together with the QR code 10 on the pamphlet 11, the user 1 can intuitively understand that they can read the QR code 10 using the mobile terminal 21.

[0028] Here, as shown in FIG. 2, an English sentence such as "Scan the code with your fone" may be displayed near the QR code 10. By displaying the above sentence near the QR code 10, the user 1 can more easily understand that to use an interpreter, all he or she needs to do is read the QR code 10 using a mobile terminal 21 such as a smartphone.

[0029] 2, an illustration of an interpreter (operator) wearing a headset is displayed near the flags 12a to 12g of countries whose official languages ​​are those for which interpretation is available. This allows the user 1 to easily understand that by reading the QR code 10 with the mobile terminal 21, he or she can converse with the interpreter (operator).

[0030] The interpreter application 20 is a web application that is launched by reading the QR code 10 displayed on the pamphlet 11 with the mobile terminal 21, and displays information on the multiple languages ​​in which interpretation is available, along with information on the current status of interpreters, including whether they are available, waiting in line, or unavailable. Because the interpreter application 20 is not a smartphone application but a web application that can be used on a web browser, the user 1 can easily use the interpreter service without having to install the smartphone application in advance.

[0031] FIG. 3 is a diagram showing an example of a display screen of an interpretation application 20 that is activated when user 1 reads QR code 10 displayed on pamphlet 11 using mobile terminal 21 and is displayed on display 22 of mobile terminal 21. On display 22 of mobile terminal 21, information on the current status of interpreter 3 is displayed together with information on a plurality of languages for which interpretation is possible. The information on a plurality of languages for which interpretation is possible is, for example, the national flag of a country where the language for which interpretation is possible is an official language, but it may be displayed in characters, or as shown in FIG. 3, it may be displayed with the national flag and characters. When displayed in characters, it is preferable to display the characters of the languages for which interpretation is possible, such as displaying "ENGLISH" in English for English and "中文" in Chinese for Chinese.

[0032] The information on the current status of interpreter 3 includes information on "available", "waiting in line", and "unavailable". "Available" indicates that interpreter 3 for that language is in a state where they can respond immediately, "waiting in line" indicates that interpreter 3 for that language cannot respond immediately due to reasons such as being in a conversation with another user and the response is waiting in line, and "unavailable" indicates that interpreter 3 for that language cannot respond due to reasons such as being absent.

[0033] In the example shown in FIG. 3, the display screen of the interpretation application 20 displays a call button 23 for calling a predetermined interpretation center for each of the multiple languages ​​for which interpretation is available. The call button 23 may be displayed in different colors depending on the current status of the interpreter 3, i.e., "available," "waiting," or "unavailable." For example, if the interpreter 3 is "available," the button 23 is displayed in blue; if the interpreter 3 is "waiting," the button 23 is displayed in orange; and if the interpreter 3 is "unavailable," the button 23 is displayed in gray. As shown in FIG. 3, it is preferable to overlay text indicating the current status of the interpreter 3 in the corresponding language on the call button 23. For example, if the interpreter 3 is "available," the button 23 displays "We will call (call)" in the corresponding language; if the interpreter 3 is "waiting," the button 23 displays "Please wait" in the corresponding language; and if the interpreter 3 is "unavailable," the button 23 displays "I am not available" in the corresponding language. FIG. 4 shows an example of a display corresponding to the display screen shown in FIG. 3 when all the interpreters 3 for all languages ​​are "available."

[0034] If the current status of the interpreter 3 is "available," the call button 23 is displayed in a clickable state by the user 1, but if the current status is "waiting their turn" or "unavailable," the call button 23 is displayed in an unclickable state. If the current status of the interpreter 3 is "available," when the user 1 clicks the call button 23, a call is made from the mobile terminal 21 to a predetermined interpretation center, and the interpreter 3 at the interpretation center can answer the incoming call. If the current status of the interpreter 3 is "waiting their turn" or "unavailable," the call button 23 is unclickable, and therefore the user 1 cannot make a call to the interpretation center from the mobile terminal 21. In this case, if a message such as "Please wait" is displayed above the call button 23, the user 1 can understand that the call is not currently connected but that they can call later, and if a message such as "not available" is displayed, the user 1 can understand that the call is not currently connected but that they can call later.

[0035] As shown in Fig. 3, by displaying the current status information of interpreters 3 for multiple languages, a user 1 who can speak multiple languages ​​can converse with the business operator 2 via an interpreter 3 of another language even if the interpreter 3 of the desired language is unavailable. For example, if a user 1 can speak Chinese and English, and the Chinese interpreter 3 is "unavailable," but the English interpreter 3 is "available," the user 1 can click the English call button 23 to converse with the business operator 2 via the English interpreter 3.

[0036] It should be noted that there may be cases where the service introduced in the pamphlet 11 has already ended when the user 1 picks up the pamphlet 11. In such a case, when the user 1 selects the desired language in the interpretation application 20, which is launched when the user 1 reads the QR code 10 displayed on the pamphlet 11, that is, when the user 1 clicks the call button 23 for the desired language, a message indicating that the service has ended is displayed in the language selected by the user 1. As an example, FIG. 5 shows a display screen of the interpretation application 20 indicating that the service has ended when English is selected by the user 1. As shown in FIG. 5, in addition to displaying that the service has ended, it is also possible to display when the next service will start.

[0037] The interpretation application 20 is configured so that when the user 1 clicks the call button 23, which indicates that an interpreter 3 is "available," a call is made from the mobile terminal 21 to a predetermined interpretation center via IP phone. At the interpretation center, an interpreter 3 who speaks the language selected by the user 1 is available to handle the incoming call. For this reason, the interpretation center is configured to be able to manage telephones and computers using a CTI (Computer Technology Integration) system.

[0038] When a call is made from the mobile terminal 21 to the interpretation center, the interpretation center will, for example, light up the incoming call lamp or ring the telephone used by the interpreter 3 of the language selected by the user 1. This will allow only the interpreter 3 of the language selected by the user 1 to respond to the incoming call.

[0039] Interpreter 3 may work within the interpretation center, or may be located outside the interpretation center, such as at home, and connect to the interpretation center's system via an internet line. Interpreter 3 may also be able to interpret not just one language, but two or more languages. For example, if Interpreter 3 who can speak Japanese as well as English and French is immediately available, he or she will be "available" for English and French.

[0040] The data of the call made from the mobile terminal 21 of the user 1 and received at the interpretation center is accompanied by information from the pamphlet 11 on which the QR code 10 was displayed. Therefore, a different QR code 10 is displayed for each type of pamphlet 11. In other words, the information from the pamphlet 11 corresponding to the QR code 10 read by the user 1 is configured to be accompanied by the data of the call made from the mobile terminal 21.

[0041] At the interpretation center, the incoming call lamp on the phone used by the interpreter 3 of the language selected by the user 1 lights up or the phone rings, and the information in the pamphlet 11 that displayed the QR code 10 is displayed on the screen of the computer used by the interpreter 3. This allows the interpreter 3 who answers the incoming call to know which pamphlet 11 the user 1 was looking at when making the call.

[0042] When interpreter 3 responds to an incoming call from user 1, he or she calls business 2 in pamphlet 11 based on information stored in customer support database 30 (described later). That is, the telephone at the interpretation center is equipped with a three-way call function, and while user 1 and interpreter 3 are on a call, the business 2 in pamphlet 11 can be called, allowing a three-way call between user 1, interpreter 3, and business 2 in pamphlet 11. For example, if interpreter 3 is an English interpreter, the conversation between user 1 and interpreter 3 is in English, and the conversation between interpreter 3 and business 2 in pamphlet 11 is in Japanese. In this case, interpreter 3 translates what user 1 says in English, such as questions, into Japanese and passes it on to business 2 in pamphlet 11, and translates what business 2 says in Japanese, such as answers to the questions, into English and passes it on to user 1.

[0043] The customer support database 30 stores information for the interpreter 3 to determine whether or not to reject a call. The information for the interpreter 3 to determine whether or not to reject a call includes information for the interpreter 3 to determine whether the inquiry is a simple one that does not require connecting the call to the business operator 2, and information for the interpreter 3 to determine whether or not the inquiry is in line with the contents of the pamphlet 11, such as whether what the user 1 says is different from the information in the pamphlet 11, or whether the language the user 1 speaks is not the language the interpreter 3 speaks. If, during the conversation between the interpreter 3 and the user 1, a situation arises that warrants rejection of the call, even though the information is not specified in the customer support database 30, the situation is newly registered in the customer support database 30 as information that warrants rejection of the call. In this way, information that warrants rejection of the call continues to be accumulated in the customer support database 30.

[0044] The customer service database 30 also stores information indicating that the manner in which the interpreter 3 responds to the user 1 should be changed depending on the content of the pamphlet 11. For example, the customer service database 30 stores information such as the interpreter 3 responding in a business-like tone to the user 1 who is viewing the pamphlet 11 introducing real estate for foreign workers, and the interpreter 3 responding in a friendly manner to the pamphlet 11 that is a tourist guide for foreign tourists.

[0045] The customer support database 30 in this embodiment also stores information about the business 2, information about the services provided by the business 2, information about the screen display of the interpretation application 20, and information about the content of the conversation between the user 1 and the interpreter 3. The information about the business 2 includes the name, address, telephone number, website address, and contract information for using the three-way interpretation system 100 of the business 2. The information about the services provided by the business 2 includes information about the service content of the business 2 linked to the QR code 10, Q&A information that is information about combinations of questions and answers (described later), and the like. The information about the services provided by the business 2 also includes information indicating that the response to the user 1 will be changed depending on the content of the pamphlet 11 described above. The information about the screen display of the interpretation application 20 includes information about whether the interpreter 3 is available to receive calls, information indicating that the service introduced in the pamphlet 11 has already ended, and the like. The information about the content of the conversation between the user 1 and the interpreter 3 can be stored in the customer support database 30 by the interpreter 3 when he or she converses with the user 1, such as the content of the conversation and things he or she noticed during the conversation. Although the above-mentioned information has been described as being stored in the customer correspondence database 30, it may be stored in a distributed manner in a plurality of databases.

[0046] The business operator 2 can utilize the information stored in the customer support database 30 when creating or updating the pamphlet 11. For example, based on the content of the conversation between the user 1 and the interpreter 3, the content of the pamphlet 11 can be changed so that the interpretation center does not receive calls from users 1 with inquiries that should not be made by them, or the content of the pamphlet 11 can be changed so that more users 1 will use the services provided by the business operator 2. As an example, if information is accumulated in the customer support database 30 that users 1 who have seen a pamphlet 11 introducing rental cars frequently call with inquiries about camper vans, and if the business operator 2 of the pamphlet 11 also rents out camper vans, adding a statement to the pamphlet 11 that the business operator also rents out camper vans can increase the number of users who are considering using camper vans to rent cars.

[0047] FIG. 6 is a flowchart showing the flow of processing carried out by the user 1, the interpreter 3, and the business operator 2 of the pamphlet 11, respectively.

[0048] In step S1, a user 1 who wants to talk to a business operator 2 about the contents of a pamphlet 11 reads a QR code 10 displayed on the pamphlet 11 with a mobile terminal 21. Reading the QR code 10 with the mobile terminal 21 launches an interpreter application 20.

[0049] In step S2 following step S1, user 1 selects the language for which he / she wishes to have the interpreter 3 interpreted on the display screen of the interpreter application 20 displayed on the display 22 of the mobile terminal 21. In the example shown in FIGS. 3 and 4, the display screen of the interpreter application 20 displays call buttons 23 for calling the interpreter center for each of the multiple languages ​​for which interpretation is possible, and "selecting the language for which interpretation is desired" here means clicking the call button 23 for the language for which interpretation is desired. As described above, the call buttons 23 that user 1 can click are the call buttons 23 for languages ​​for which interpreter 3 is "available."

[0050] In this embodiment, when the user 1 clicks the clickable call button 23, the interpretation application 20 displays Q&A information, which is information on combinations of questions and answers, before calling the business 2 in the pamphlet 11. The Q&A information is displayed in a language selected by the user. As an example, FIG. 7 shows a display screen of Q&A information when English is selected by the user 1. The Q&A information is information on combinations of frequently asked questions or likely questions and their answers. Examples of frequently asked questions or likely questions include how to access a store, store business hours, and payment methods at the store. The displayed Q&A information can be changed as needed based on question information accumulated in the interpretation center. By making the displayed Q&A information updatable, it is possible to prevent the user 1 from asking the business 2 similar questions. In the example shown in FIG. 7, three combinations of questions and answers are displayed as Q&A information, but the number of combinations of questions and answers in the Q&A information is not limited to three.

[0051] The call button 23 is displayed again on the display screen of the Q&A information of the interpretation application 20. Also, as shown in FIG. 7, an end button 24 may be displayed together with the call button 23. The end button 24 is a button for ending the interpretation application 20. If the user 1 views the Q&A information and resolves his / her question about the pamphlet 11, he / she clicks the end button 24 or closes the interpretation application 20. On the other hand, if the user 1 wishes to speak with the business operator 2 of the pamphlet 11, for example, if his / her question is not resolved even after viewing the Q&A information, he / she clicks the call button 23.

[0052] Returning to the flowchart of FIG. 6, the explanation will continue. In step S2, when user 1 selects the language in which he or she desires interpretation, Q&A information is displayed in the interpretation application 20. In step S3 following step S2, user 1 determines whether or not to click the call button 23 displayed together with the Q&A information on the display screen of the interpretation application 20. As described above, if user 1 views the Q&A information and resolves his or her question about the pamphlet 11, he or she determines that there is no need to click the call button 23, but if he or she wishes to speak with the business entity 2 in the pamphlet 11, he or she determines that he or she must click the call button 23. When user 1 clicks the call button 23, a call is made from the mobile terminal 21 to a predetermined interpretation center via IP phone. On the other hand, when user 1 clicks the end button 24 or closes the interpretation application 20, the processing of this flowchart ends.

[0053] However, the interpretation application 20 may be configured so that when the user 1 selects the language in which he or she wishes to have the interpretation interpreted in step S2, the Q&A information is not displayed on the display screen of the interpretation application 20, but is instead sent from the mobile terminal 21 to a designated interpretation center.

[0054] In step S11, before answering the call that has come in to the interpretation center, the interpreter 3 who provides interpretation in the language desired by the user 1 checks how to respond to the user 1 based on the information stored in the customer service database 30, specifically, the information indicating that the response to the user 1 will change depending on the contents of the pamphlet 11. As described above, at the interpretation center, the incoming call lamp of the telephone used by the interpreter 3 who speaks the language selected by the user 1 lights up or the telephone rings, so that only the interpreter 3 who speaks the language desired by the user 1 can answer the incoming call. The information in the pamphlet 11 on which the QR code 10 was displayed and the information of the business 2 are displayed on the screen of the computer used by the interpreter 3 who provides interpretation in the language desired by the user 1, so the interpreter 3 checks how to respond to the user 1 based on the information stored in the customer service database 30 and the information in the pamphlet 11 displayed on the computer screen.

[0055] In step S12 following step S11, the interpreter 3 who provides interpretation into the language desired by the user 1 answers the call that has come into the interpretation center using the response method confirmed in step S11. For example, if the user 1 calls after reading the QR code 10 displayed on a tourist information pamphlet 11 for foreign tourists, the interpreter 3 will begin a conversation with the user 1 in a friendly manner, such as saying "Hi!" instead of "Hello."

[0056] In step S13 following step S12, the interpreter 3 determines whether or not to reject the call based on the information stored in the customer support database 30. If it is determined that the call should be rejected, the interpreter 3 hangs up the phone and ends the processing according to this flowchart. On the other hand, if it is determined that the call should not be rejected, the processing of step S14 is performed.

[0057] In step S14, the interpreter 3 makes a call to the business 2 of the pamphlet 11 that displays the QR code 10 read by the user 1. That is, the information of the pamphlet 11 that displayed the QR code 10 and the information of the business 2 are displayed on the screen of the computer used by the interpreter 3, and the interpreter 3 then makes a call to the business 2 of the pamphlet 11.

[0058] In step S21, the business 2 answers the call made by the interpreter 3. When the business 2 answers the call, a three-way call is established between the user 1, the interpreter 3, and the business 2. As a result, the conversation between the user 1 and the interpreter 3 takes place in the language in which the user 1 wishes to be interpreted, and the conversation between the interpreter 3 and the business 2 takes place in Japanese. The interpreter 3 translates what the user 1 says in his or her native language, for example, a question about the contents of the pamphlet 11, into Japanese and conveys it to the business 2, and also translates what the business 2 says, for example, an answer to the user 1's question, into a language such as the user 1's native language and conveys it to the user 1.

[0059] According to the three-way interpretation system 100 of one embodiment, the user 1 can select the language in which he / she wishes to have the interpretation performed in the interpretation application 20 that is launched by reading the QR code 10 displayed on the pamphlet 11 with the mobile terminal 21, and can immediately have a conversation with the business operator 2 in the pamphlet 11 via the interpreter 3. In other words, since there is no need to reserve a date and time for the three-way call in advance, it is possible to provide a highly convenient interpretation system for the user 1.

[0060] By displaying the flag of the country in which the language is an official language on pamphlet 11 as information on the language for which interpretation is possible, user 1 can instantly understand the languages ​​for which interpretation is possible.

[0061] In addition, by displaying the QR code 10, the flag of the country whose official language is the language that can be interpreted, and a mark 13 indicating the mobile terminal 21 on the pamphlet 11, the user 1 can intuitively understand that he or she can read the QR code 10 using the mobile terminal 21.

[0062] The interpretation application 20 is configured to be able to display a call button 23 for calling the interpretation center along with information in multiple languages, and the call button 23 is displayed in a clickable state for the user 1 if the interpreter 3's current status is "available," but is displayed in an unclickable state if the interpreter 3 is "waiting his turn" or "unavailable," thereby enabling interpretation via a three-way call to be started quickly only when the interpreter 3 is available.

[0063] When a service displayed in the pamphlet 11 has already ended, and the language in which the user 1 wishes to have the interpretation selected is selected by the user 1, the interpretation application 20 is configured to display a message in the language selected by the user 1 that the service has ended, thereby preventing the user 1 from starting a conversation with the business operator 2 about the ended service.

[0064] When user 1 clicks on call button 23, which is displayed in a clickable state, the interpreter application 20 is configured to display Q&A information, which is information that combines questions and answers, before calling the business 2 in the pamphlet 11, thereby preventing unnecessary conversation between user 1 and business 2. In other words, if user 1 checks the Q&A information and resolves their question, they will no longer need to talk to business 2 through interpreter 3. Furthermore, business 2 can prevent user 1 from asking the same question multiple times.

[0065] The customer correspondence database 30 is configured so that the information used by the interpreter 3 to determine whether or not to reject a call is updated, thereby allowing the latest information to be stored in the customer correspondence database 30. This allows the interpreter 3 to always appropriately determine whether or not to reject a call from the user 1.

[0066] The present invention is not limited to the above embodiment, and various applications and modifications can be made within the scope of the present invention. In the above embodiment, it has been explained that the interpretation application 20 is launched when the user 1 reads the QR code 10 displayed on the pamphlet 11 using the mobile terminal 21. However, it is also possible to have the interpreter application 20 launch when the business operator 2 lists a URL on a homepage introducing the services it provides to the user 1, and the user clicks on a link to that URL or enters the URL into a web browser. [Explanation of symbols]

[0067] 1 user 2 Business operators 3. Interpreter 10. QR Code 11 Brochures 20 Interpretation Applications 21 Mobile devices 22 Display 23 Call button 24 Exit button 30 Customer Support Database 100 Three-way interpretation system

Claims

1. A QR code will be displayed on the pamphlet along with information on the languages ​​in which interpretation is available. An interpreter application that is activated when the QR code is read by a mobile device and displays information on multiple languages ​​for which interpretation is possible, along with information on the current status of interpreters, including whether they are available, waiting in line, or unavailable; A customer service database that stores information to help interpreters decide whether to reject a call; Equipped with The QR code displayed is different for each type of pamphlet, the interpretation application is configured to, when a user selects a language for which interpretation is desired from the plurality of languages ​​displayed, transmit the selected language to a predetermined interpretation center by IP telephone together with information about the pamphlet on which the QR code is displayed; In the interpretation center, an interpreter of the language selected by the user answers the incoming call, and if it is determined based on the information stored in the customer support database that the call will not be rejected, a call is made to the business operator of the pamphlet based on the information in the pamphlet, establishing a three-way call between the user, the interpreter, and the business operator, and the interpreter can interpret the conversation between the user and the business operator. This is a three-way interpretation system characterized by being configured.

2. 2. The three-way interpretation system according to claim 1, wherein the pamphlet displays, as information about the languages ​​for which interpretation is possible, the flags of countries in which the languages ​​are official languages.

3. 3. The three-way interpretation system according to claim 2, wherein the pamphlet displays the QR code, the flag of the country in which the language is an official language, and a mark indicating a mobile terminal.

4. the interpretation application is configured to be able to display a call button for calling the interpretation center together with the information in the plurality of languages; The three-way interpretation system according to claim 1, wherein the call button is displayed in a clickable state by the user when the interpreter's current status is "available," and is displayed in an unclickable state when the interpreter's current status is "waiting for turn" or "unavailable."

5. The three-way interpretation system according to claim 4, characterized in that, when the user clicks the clickable call button, the interpretation application displays Q&A information, which is a combination of questions and answers, before making a call to the business operator of the pamphlet.

6. 2. The three-way interpretation system according to claim 1, wherein, when the service displayed in the pamphlet has already ended and the user selects a language for interpretation, the interpretation application is configured to display a message in the language selected by the user that the service has ended.

7. The three-way interpretation system according to any one of claims 1 to 6, characterized in that the customer support database is configured to update information for the interpreter to determine whether the call should be rejected, including information for the interpreter to determine whether the inquiry is a simple one that does not require connecting the call to the service provider, and information for the interpreter to determine whether the inquiry is in line with the contents of the pamphlet.

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