Terminal allocation control device, communication system including terminal allocation control device, terminal allocation control method, and terminal allocation control program

Abstract

To more smoothly and accurately assign a communication partner in a configuration for selectively assigning one of a plurality of first terminals as the communication partner of a second terminal.SOLUTION: In a remote customer service system 10, an optimal candidate which is the most suitable as a communication partner of a user terminal 30 which is an example of an arbitrary second terminal is specified from among operator terminals 2020,,. which are examples of a plurality of first terminals, and the specified optimal candidate is requested to become the communication partner. In response to this request, the operator of the optimal candidate can decide whether or not to accept the request by his / her own will. For example, when the operator of the optimal candidate accepts the request, the optimal candidate is assigned as the communication partner. On the other hand, if the operator of the optimal candidate rejects the request, the next optimal candidate is specified. In addition, the operator's intention of the optimal option in response to the request is reflected in the subsequent identification of the optimal option.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a terminal allocation control device, a communication system equipped with the terminal allocation control device, a terminal allocation control method, and a terminal allocation control program, and in particular to a terminal allocation control device, a communication system equipped with the terminal allocation control device, a terminal allocation control method, and a terminal allocation control program that selectively assigns one of a plurality of first terminals as a communication partner of a second terminal. [Background technology]

[0002] An example of this type of technology is disclosed in Patent Document 1. The technology disclosed in Patent Document 1 is applied to an ordering system for a restaurant or other establishment. According to the technology disclosed in Patent Document 1, multiple operator terminals serving as multiple first terminals, multiple tabletop terminals serving as multiple second terminals, and a control center device serving as a terminal assignment control device are connected via a network. Each operator terminal is used by an operator who is a store staff member, specifically, an operator fluent in a language different from the language used in the store, and is installed, for example, in an operator room or the operator's home. Each tabletop terminal is installed at a table in the store and used by a customer seated at that table. Although Patent Document 1 does not specify the installation location of the control center device, it is presumed that the control center device is installed in an appropriate location such as a management center. When a tabletop terminal requests assistance in a language different from the language used in the store, the control center device transmits a response request to an operator terminal of an operator who can respond in that language. If the operator terminal responds that the request is possible, the control center device initiates a link between the operator terminal and the tabletop terminal, i.e., assigns the operator terminal as the communication partner of the tabletop terminal. This is said to enable more detailed responses to orders from foreign customers. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Publication No. 2018-151848 Summary of the Invention [Problem to be solved by the invention]

[0004] In the technology disclosed in Patent Document 1, the operator of the operator terminal that receives a support request can also reject the support request. Although Patent Document 1 does not specify the details, it is presumed that if the operator rejects a support request, the support request is sent to another operator terminal. There are various possible reasons why an operator might reject a support request. For example, an operator may reject a support request when the gender of the operator is different from the gender of the customer, such as when the operator is female and the customer is male, or when the age of the operator is significantly different from the age of the customer. If such an operator's intention (desire) could be reflected in subsequent allocations, it is expected that the allocations could be made more smoothly and accurately.

[0005] Therefore, the present invention aims to provide a new technology that enables smoother and more accurate allocation of communication partners in a terminal allocation control device, a communication system equipped with the terminal allocation control device, a terminal allocation control method, and a terminal allocation control program that selectively allocate one of a plurality of first terminals as a communication partner of a second terminal. [Means for solving the problem]

[0006] To achieve this object, the present invention includes a first invention relating to a terminal allocation control device, a second invention relating to a communication system equipped with the terminal allocation control device, a third invention relating to a terminal allocation control method, and a fourth invention relating to a terminal allocation control program.

[0007] A first aspect of the present invention, relating to a terminal allocation control device, selectively assigns one of a plurality of first terminals as a communication partner of a second terminal, and includes a storage means, a specifying means, a request means, an allocation control means, and an update means. The storage means stores first information. The first information is information about each of the plurality of first terminals, including attributes of the first users who use each of the plurality of first terminals. The specifying means specifies, from the plurality of first terminals, a best candidate that is most suitable (i.e., a match) as a communication partner of the second terminal, based on the first information and the second information. The second information is information about the second terminal, including attributes of the second user who uses the second terminal. The request means notifies the best candidate specified by the specifying means of the second information and requests that the best candidate be a communication partner of the second terminal. If the best candidate responds to the request by the request means with an acceptance response accepting the request, the allocation control means assigns the best candidate as a communication partner of the second terminal (in other words, matches). On the other hand, if the response from the optimum candidate to the request from the requesting means is a rejection response rejecting the request, the allocation control means causes the identifying means to identify the next optimum candidate. Then, the updating means updates the first information based on the manner of the response from the optimum candidate to the request from the requesting means.

[0008] The first information may include a negative condition. The negative condition is a condition for determining whether to individually remove each first terminal from the list of optimal candidates based on the second information. In this case, the identification unit may identify the optimal candidate after removing a first terminal for which the second information satisfies the negative condition from the list of optimal candidates.

[0009] Furthermore, the update means may update the negative condition based on the second information when the response from the optimum candidate to the request from the request means is a rejection response.

[0010] Furthermore, the negative conditions may include at least one of the gender and age of the second user.

[0011] A communication system according to a second aspect of the present invention comprises the terminal allocation control device according to the first aspect of the present invention, as well as a plurality of first terminals and one or more second terminals.

[0012] A terminal allocation control method according to a third aspect of the present invention selectively assigns one of a plurality of first terminals as a communication partner of a second terminal, and includes a storage step, a specification step, a request step, an allocation control step, and an update step. In the storage step, first information is stored. The first information is information about each of the plurality of first terminals, including attributes of the first users who use each of the plurality of first terminals. In the specification step, an optimal candidate that is most suitable as a communication partner of a second terminal is specified from the plurality of first terminals based on the first information and second information. The second information is information about the second terminal, including attributes of the second user who uses the second terminal. In the request step, the optimal candidate specified in the specification step is notified of the second information and requested to be a communication partner of the second terminal. In the allocation control step, if the optimal candidate responds to the request made in the request step with an acceptance response accepting the request, the optimal candidate is assigned as a communication partner of the second terminal. On the other hand, if the response from the optimal candidate to the request made in the request step is a rejection response rejecting the request, the allocation control step returns the process to the identification step to identify the next optimal candidate. Then, in the update step, the first information is updated based on the manner of the response from the optimal candidate to the request made in the request step.

[0013] A terminal allocation control program according to a fourth aspect of the present invention is for selectively assigning one of a plurality of first terminals as a communication partner of a second terminal, and causes a computer to execute a storage procedure, a specification procedure, a request procedure, an allocation control procedure, and an update procedure. In the storage procedure, first information is stored. The first information is information about each of the plurality of first terminals, including attributes of the first users who use each of the plurality of first terminals. In the specification procedure, an optimal candidate that is most suitable as a communication partner of a second terminal is identified from the plurality of first terminals based on the first information and second information. The second information is information about the second terminal, including attributes of the second user who uses the second terminal. In the request procedure, the optimal candidate identified in the specification procedure is notified of the second information and requested to become a communication partner of the second terminal. In the allocation control procedure, if the optimal candidate responds to the request in the request procedure with an acceptance response accepting the request, the optimal candidate is assigned as a communication partner of the second terminal. On the other hand, if the response from the optimal candidate to the request made in the request procedure is a rejection response rejecting the request, the allocation control procedure returns the process to the identification procedure to identify the next optimal candidate. Then, in the update procedure, the first information is updated based on the manner of the response from the optimal candidate to the request made in the request procedure. [Effects of the Invention]

[0014] According to the present invention, in a configuration in which one of a plurality of first terminals is selectively assigned as a communication partner of a second terminal, the assignment of the communication partner can be performed more smoothly and accurately. In other words, it is possible to more smoothly and accurately select a first user who is most suitable as a person in charge of handling a call for a second user using a second terminal from among the first users who use the plurality of first terminals. [Brief explanation of the drawings]

[0015] [Figure 1] FIG. 1 is a diagram showing the overall configuration of a remote customer service system according to an embodiment of the present invention. [Figure 2]FIG. 2 is a block diagram showing the electrical configuration of a management server according to an embodiment of the present invention. [Figure 3] FIG. 3 is a block diagram showing the electrical configuration of an operator terminal in one embodiment of the present invention. [Figure 4] FIG. 4 is a block diagram showing the electrical configuration of a user terminal in one embodiment of the present invention. [Figure 5] FIG. 5 is a diagram showing an example of a state in which a user terminal according to an embodiment of the present invention is installed and a user-side standby screen is displayed on the display device of the user terminal. [Figure 6] FIG. 6 is a diagram showing an example of the operator-side standby screen in an embodiment of the present invention. [Figure 7] FIG. 7 is a diagram showing an example of the operator-side response screen in an embodiment of the present invention. [Figure 8] FIG. 8 is a diagram showing an example of a state in which a user terminal according to an embodiment of the present invention is installed and a user-side response screen is displayed on the display device of the user terminal. [Figure 9] FIG. 9 is a diagram showing an example of a state in which a user terminal according to an embodiment of the present invention is installed and a questionnaire screen is displayed on the display device of the user terminal. [Figure 10] FIG. 10 is a diagram conceptually showing the configuration of an operator terminal management table in one embodiment of the present invention. [Figure 11] FIG. 11 is a diagram conceptually showing the configuration of a user terminal management table in one embodiment of the present invention. [Figure 12] FIG. 12 is a diagram conceptually showing the configuration of an operator management table in one embodiment of the present invention. [Figure 13] FIG. 13 is a flow diagram showing the flow of a part of the allocation control task in one embodiment of the present invention. [Figure 14] FIG. 14 is a flow diagram showing the flow of the remaining part of the allocation control task in one embodiment of the present invention. [Figure 15]FIG. 15 is a flow diagram showing the flow of a user-side response task in one embodiment of the present invention. [Figure 16] FIG. 16 is a flowchart showing the flow of the operator-side response task in one embodiment of the present invention. [Figure 17] FIG. 17 is a flow diagram showing the flow of the deallocation task in one embodiment of the present invention. [Figure 18] FIG. 18 is a diagram showing another example of the configuration of the operator-side response screen in an embodiment of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0016] An embodiment of the present invention will be described using a remote customer service system 10 shown in FIG. 1 as an example.

[0017] The remote customer service system 10 according to the present embodiment is applied to, for example, a home improvement center and includes a plurality of operator terminals 20, 20, ..., a plurality of user terminals 30, 30, ..., and a management server 40 for managing the operator terminals 20, 20, ... and the user terminals 30, 30, .... Each operator terminal 20 is an example of a first terminal according to the present invention and is used by an operator as a first user who is a staff member of the home improvement center. For example, the operator terminal 20 may be installed in an office within the home improvement center, a contact center separate from the store, or even the operator's home. Each user terminal 30 is an example of a second terminal according to the present invention and is installed in an appropriate location, such as a sales floor within the home improvement center, and used by an unspecified number of second users, including customers of the home improvement center. The management server 40 is an example of a terminal allocation control device according to the present invention and is installed, for example, in a control room within the home improvement center or a management center separate from the store, and is managed by an authorized person with predetermined authority, such as a system administrator.

[0018] Each operator terminal 20, each user terminal 30, and management server 40 are connected to a network 50. The network 50 is, for example, a LAN within a home improvement store, but may also be a WAN that includes the LAN, or may include the Internet.

[0019] According to this remote customer service system 10, users, including customers of home centers, can receive remote (online) assistance (service) using any user terminal 30. In this case, any user who wishes to receive remote assistance, that is, a person requesting assistance, is selectively assigned one of the operator terminals 20, 20, ... as the communication partner of the user terminal 30 they use. In other words, an operator using any of the operator terminals 20 is selectively assigned as the person in charge of assisting the person requesting assistance. This assignment is performed by the management server 40.

[0020] 2, the management server 40 includes a control unit 402, an input / output interface (I / F) 404, an input device 406, a display device 408, an auxiliary storage unit 410, and a communication unit 412. The management server 40 also includes various other elements, but elements not directly related to the present invention are omitted from the illustration in FIG.

[0021] The control unit 402 is a control means that controls the entire management server 40. The control unit 402 has a computer, such as a CPU 402a, as a control execution means. The control unit 402 also has a main memory unit 402b as a main memory means that can be directly accessed by the CPU 402a. Although not shown in detail, the main memory unit 402b includes, for example, a ROM and a RAM. The ROM stores firmware including the BIOS. The RAM forms a working area and a buffer area when the CPU 402a executes processes based on various programs included in the firmware and various software.

[0022] The input / output interface 404 is an interface means, including a chipset, that acts as a bridge between the control unit 402, particularly the CPU 402a, and each element such as the input device 406. Therefore, the input / output interface 404 is connected to the control unit 402, as well as each element such as the input device 406, more specifically, the input device 406, the display device 408, the auxiliary storage unit 410, the communication unit 412, etc.

[0023] The input device 406 is an operation receiving means for receiving user operations, more specifically, operations by an authorized person such as the system administrator described above, and includes, for example, a keyboard and a mouse. The input device 406 is used only at predetermined times, such as when the management server 40 including the input device 406 is installed or maintained, and is not used all the time.

[0024] The display device 408 is a display means for displaying various information, and is, for example, a flat panel display such as a liquid crystal display or an organic EL display, but is not limited to these. Like the input device 406, the display device 408 is also used only at specified times, such as when the management server 40 is installed or maintained, and is not used all the time.

[0025] Auxiliary storage unit 410 is an auxiliary storage means, and includes, for example, a hard disk drive. Auxiliary storage unit 410 stores an operating system, as well as allocation control software 410a and allocation management database 410b. Allocation control software 410a is application software for realizing the allocation described above. Allocation management database 410b is a database used when processing for the allocation is executed, and includes operator terminal management table 1000, user terminal management table 1100, and operator management table 1200, which will be described later.

[0026] The communication unit 412 is a communication connection means that is responsible for connection with the network 50. The connection with the network 50 is established, for example, by wire, but may also be established wirelessly.

[0027] Each operator terminal 20 is, for example, a personal computer, and as shown in Fig. 3, includes a control unit 202, an input / output interface (I / F) 204, an input device 206, a display device 208, a microphone 210, a speaker 212, a camera 214, an auxiliary storage unit 216, and a communication unit 218. Note that the operator terminal 20 also includes various other elements, but elements not directly related to the present invention are omitted from Fig. 3.

[0028] The control unit 202 is a control means responsible for overall control of the operator terminal 20. The control unit 202 has a computer, such as a CPU 202a, as a control execution means. The control unit 202 also has a main memory unit 202b as a main memory means that can be directly accessed by the CPU 202a. The main memory unit 202b includes, for example, a ROM and a RAM. The ROM stores firmware including the BIOS. The RAM forms a working area and a buffer area when the CPU 202a executes processes based on various programs included in the firmware and various software.

[0029] The input / output interface 204 is an interface means, including a chipset, that acts as a bridge between the control unit 202, particularly the CPU 202a, and each element such as the input device 206. For this reason, the input / output interface 204 is connected to the control unit 202, as well as each element such as the input device 206, more specifically, the input device 206, the display device 208, the microphone 210, the speaker 212, the camera 214, the auxiliary storage unit 216, the communication unit 218, etc.

[0030] The input device 206 is an operation receiving means for receiving user operations, more specifically, for receiving operations by an operator who is the user of the operator terminal 20, and includes, for example, a keyboard and a mouse. Note that if the display device 208 described next is, for example, a touch panel, the display device 208 can also function as the input device 206.

[0031] The display device 208 is a display means for displaying various information, specifically various screens such as the service request screen 600 described later in detail. The display device 208 is, for example, a flat panel display such as a liquid crystal display or an organic EL display, but is not limited to these. The display device 208 may also be, for example, a touch panel, in which case it can also function as the input device 206 as described above.

[0032] The microphone 210 is an operator voice detection means for detecting the voice uttered by the operator, that is, the operator voice. Naturally, the microphone 210 is provided so as to be able to detect the operator voice. Note that a headset integrated with a speaker 212, which will be described next, may be used as the microphone 210.

[0033] The speaker 212 is a user voice output means, so to speak, for outputting the voice of the user receiving the remote response described above, or more precisely, for outputting voice corresponding to the user voice described below. Naturally, therefore, the speaker 212 is provided so that the operator can hear the output sound from the speaker 212. Note that a headset integrated with the microphone 210 described above may be used as the speaker 212.

[0034] The camera 214 is a so-called operator imaging means for capturing an image of the operator, more specifically for obtaining a moving image of the operator. Naturally, therefore, the camera 214 is provided so as to be able to capture an image of the operator.

[0035] The auxiliary storage unit 216 is an auxiliary storage means and includes, for example, a hard disk drive. The auxiliary storage unit 216 stores an operating system and various software, including, in particular, application software called operator-side remote response software for realizing remote response, and a web browser. The auxiliary storage unit 216 also stores various data, such as the operator's voice detected by the microphone 210 and the operator image captured by the camera 214. The auxiliary storage unit 216 may include a rewritable nonvolatile memory, such as a flash memory, instead of or in addition to the hard disk drive.

[0036] The communication unit 218 is a communication connection means that is responsible for connection with the network 50. The connection with the network 50 may be made by wire or wirelessly.

[0037] Such an operator terminal 20 may be a desktop personal computer or a notebook personal computer. Furthermore, a portable computer such as a tablet or smartphone, specifically a portable computer having a microphone 210, a speaker 212, and a camera 214, may be adopted as the operator terminal 20. In this case, the touch panel of the portable computer serves as both the input device 206 and the display device 208. Furthermore, the operator terminal 20 may be an embedded system dedicated to the operator terminal 20.

[0038] Each user terminal 30 is, for example, a personal computer, particularly a desktop personal computer, and as shown in Fig. 4, has a control unit 302, an input / output interface (I / F) 304, an input device 306, a display device 308, a microphone 310, a speaker 312, a camera 314, an auxiliary storage unit 316, a communication unit 318, etc. Note that the user terminal 30 has various other elements, but elements not directly related to the present invention are omitted from Fig. 4.

[0039] The control unit 302 is a control means responsible for overall control of the user terminal 30. The control unit 302 has a computer, such as a CPU 302a, as a control execution means. The control unit 302 also has a main memory unit 302b as a main memory means that can be directly accessed by the CPU 302a. The main memory unit 302b includes, for example, a ROM and a RAM. The ROM stores firmware including the BIOS. The RAM provides a working area and a buffer area when the CPU 302a executes processes based on various programs included in the firmware and various software.

[0040] The input / output interface 304 is an interface means, including a chipset, that acts as a bridge between the control unit 302, particularly the CPU 302a, and each element such as the input device 306. For this reason, the input / output interface 304 is connected to the control unit 302, as well as each element such as the input device 306, more specifically, the input device 306, the display device 308, the microphone 310, the speaker 312, the camera 314, the auxiliary storage unit 316, the communication unit 318, etc.

[0041] The input device 306 is an operation receiving means for receiving user operations, more specifically, operations by a specific user such as an administrator in charge of managing the user terminal 30, and includes, for example, a keyboard and a mouse. The display device 308, which will be described next, also functions as the input device 306, and strictly speaking, functions as a part of the input device 306. Except for the display device 308, which functions as a part of the input device 306, the input device 306 is used only at specified times, such as when the user terminal 30 is started up, when the power is turned off, or during maintenance, and is not used all the time.

[0042] The display device 308 is a display means for displaying various information, more specifically, various screens such as the user-side standby screen 500 described later. The display device 308 is a relatively large touch panel, more specifically, a component in which a transparent touch sheet is attached to the display surface of a flat panel display such as a liquid crystal display or an organic EL display. The display device 308 also functions as part of the input device 306 as described above.

[0043] The microphone 310 is a user voice detection means for detecting the voice, or in other words, the user voice, uttered by the user of the user terminal 30. Naturally, therefore, the microphone 310 is provided so as to be able to detect the user voice, and is provided, for example, above the display device 308 as described below.

[0044] The speaker 312 is an operator voice output means for outputting the voice of the operator as a customer service representative, or more precisely, for outputting a voice corresponding to the operator voice. Naturally, the speaker 312 is provided so that the user can hear the output sound from the speaker 312, and is provided, for example, above the display device 308 as described below. The output sound from the speaker 312 may be a voice processed by a voice changer.

[0045] Camera 314 is a user imaging means for capturing images of the user, more specifically for obtaining a moving image of the user. Naturally, camera 314 is therefore provided so as to be able to capture images of the user, and is provided, for example, above display device 308 as described below.

[0046] Auxiliary storage unit 316 is an auxiliary storage means, and includes, for example, a hard disk drive. Auxiliary storage unit 316 stores an operating system and various software, including, in particular, application software called user-side remote response software for enabling remote response, and a web browser. Auxiliary storage unit 316 also stores various data, such as user voice detected by microphone 310 and user images captured by camera 314. Instead of or in addition to a hard disk drive, auxiliary storage unit 316 may include a rewritable nonvolatile memory, such as a flash memory.

[0047] The communication unit 318 is a communication connection means that is responsible for connection with the network 50. The connection with the network 50 may be made by wire or wirelessly.

[0048] FIG. 5 shows an example of an installed state of the user terminal 30. As shown in FIG. 5, the display device 308 of the user terminal 30 is installed on an appropriate installation stand 350, and is installed, for example, vertically, with the longer side of its display surface oriented vertically. A microphone 310, a speaker 312, and a camera 314 are installed in appropriate positions above the display device 308. In the configuration shown in FIG. 5, the microphone 310 is built into the camera 314, but these may be installed separately (independently) from each other. Furthermore, the display device 308 may be installed horizontally, i.e., with the longer side of its display surface oriented horizontally, rather than vertically. The main body of the user terminal 30, including the control unit 302, the input / output interface 304, the auxiliary storage unit 316, and the communication unit 318, is housed inside the installation stand 305. The input device 306 is also housed inside the installation stand 305.

[0049] As described above, according to the remote customer service system 10 of this embodiment, users, including customers of the home center, can receive remote assistance using any user terminal 30. To this end, a user-side standby screen 500 such as that shown in Fig. 5 is displayed on the display device 308 of each user terminal 30, specifically, on the display device 308 of a user terminal 30 that is not being used for remote assistance, i.e., is in a standby state.

[0050] On this user-side standby screen 500, a call button (button image) 502, which is an operator for calling a home center staff member, and an appropriate character string (message) 504 urging the user to operate (press) the call button 502 when assistance from a staff member is required, are appropriately arranged. Note that the configuration (design) of the user-side standby screen 500 shown in Fig. 5 is one example, and the configuration of the user-side standby screen 500 is not limited to the configuration shown in Fig. 5. The same applies to the user-side response screen 800 and the questionnaire screen 900 described later.

[0051] A user who wishes to receive remote assistance, i.e., the person requesting assistance, operates the call button 502 on the user-side standby screen 500 when receiving the assistance. When this call operation is performed, a call notification is sent from the user terminal 30 on which the call operation was performed to the management server 40. At the same time, a terminal ID, which is identification information of the user terminal 30 on which the call operation was performed, is sent from the user terminal 30 to the management server 40. Furthermore, a user image (i.e., an image of the person requesting assistance taken by the camera 314) and user voice (i.e., the voice of the person requesting assistance detected by the microphone 310) of the user terminal 30 on which the call operation was performed are sent from the user terminal 30 to the management server 40.

[0052] In addition, in the user terminal 30 where the calling operation has been performed, a calling screen (not shown) is displayed on the display device 308 instead of the user side standby screen 500. This calling screen displays an appropriate character string indicating that a staff member (person in charge of reception) is being called. Hereinafter, the user terminal 30 where the calling operation has been performed may be referred to as the "receiving terminal 30a" (however, the reference numeral "30a" representing the receiving terminal 30a is not particularly shown).

[0053] When the management server 40 receives a call notification from the responding terminal 30a, it assigns one of the operator terminals 20, 20, ... as the communication partner of the responding terminal 30a. In other words, the management server 40 assigns the operator of one of the operator terminals 20 as the person in charge of responding.

[0054] In this allocation, the management server 40 first identifies the most suitable candidate for the service representative from among the operators of each of the operator terminals 20, 20, ..., specifically, from among the operators of each of the operator terminals 20, 20, ... that are in standby and not being used for remote service. This identification is performed based on multiple indicators, which will be described later. The management server 40 then requests the identified most suitable candidate to serve as the service representative. If the most suitable candidate accepts this request, the management server 40 assigns the most suitable candidate as the service representative, i.e., assigns the operator terminal 20 used by the most suitable candidate as the communication partner of the service utilization terminal 30a. On the other hand, if the most suitable candidate rejects the request from the management server 40, the management server 40 identifies the next most suitable candidate in the same manner and makes the same request to the identified most suitable candidate. Thereafter, the management server 40 repeats the same process until the assignment is completed or until no operator matching the most suitable candidate is found.

[0055] The multiple indicators referred to here include, for example, whether each operator has a certain level of (detailed) knowledge about the location (such as a sales floor) where the customer service terminal 30a is installed, in other words, whether they are able to handle the situation. In addition, for an operator who is able to handle the situation, the indicators referred to here include the length of experience (number of years and months) of that operator in handling the situation (for the location where the customer service terminal 30a is installed). An operator who is able to handle the situation where the customer service terminal 30a is installed is given a predetermined suitability score, and the longer the operator's experience in handling the situation, the higher (larger) the suitability score is given.

[0056] The indexes referred to here also include the workload, which is the number of times each operator has handled (performed) calls in the most recent specified period. The lower the workload of an operator, i.e., the fewer times the operator has handled calls in the most recent specified period, the higher the suitability score will be. The specified period referred to here can be set appropriately, for example, in weeks or months.

[0057] Furthermore, the indexes referred to here include the affinity based on the gender and age of each operator with respect to the attendant. For example, an operator of the same gender as the attendant is evaluated as having a high affinity with the attendant and a predetermined compatibility score is assigned. An operator of the same age group as the attendant is also evaluated as having a high affinity with the attendant and a predetermined compatibility score is assigned. The gender and age group of the attendant are estimated based on the user image received from the attendant terminal 30a (i.e., the image of the attendant taken by the camera 314). This estimation is performed using known image recognition technology (face image gender estimation technology and face image age group estimation technology).

[0058] In addition, the indexes mentioned here include evaluation scores (e.g., evaluation rankings) of each operator by users who have received remote support in the past. As will be described in more detail later, after a remote support session is performed, the user who received the support completes a survey to evaluate their satisfaction with the operator (support representative) who handled the session. The higher the evaluation score (strictly speaking, the average or total of the evaluation scores) in this survey, i.e., the more satisfied the operator, the higher the compatibility score will be.

[0059] Furthermore, the indicators referred to here include positive conditions that are appropriately defined for each operator. The positive conditions are conditions that make each operator positive about becoming a customer service representative, in other words, conditions for determining whether each operator should be individually recommended as a candidate for the best match.

[0060] An example of such a positive condition is the hometown (e.g., prefecture) of the person requesting assistance. That is, an operator who has the same or a common hometown as the person requesting assistance is evaluated as having a high affinity with the person requesting assistance in terms of hometown, and a predetermined compatibility score is assigned to the operator. Another example of a positive condition is the hobbies of the person requesting assistance. That is, an operator who has the same or a common hobby as the person requesting assistance is evaluated as having a high affinity with the person requesting assistance in terms of hobby, and a predetermined compatibility score is assigned to the operator.

[0061] The information such as the customer's hometown and hobbies is estimated based on the user's voice received from the customer terminal 30a (i.e., the customer's voice detected by the microphone 310). In other words, if the user's voice received from the customer terminal 30a contains words that suggest the customer's hometown, hobbies, etc., the customer's hometown, hobbies, etc. are estimated based on these words. This estimation is performed using known voice recognition technology and natural language processing technology. In addition to the customer's hometown and hobbies, appropriate positive conditions may be specified. The more positive conditions an operator satisfies, the more matching points he or she will be given.

[0062] Furthermore, the indicators referred to here include negative conditions that are appropriately defined for each operator. The negative conditions are conditions that make each operator unwilling to become a customer service representative, in other words, conditions for determining whether or not each operator should be individually excluded from the list of best-suited candidates.

[0063] An example of such a negative condition is the gender of the person wishing to serve as a host. That is, for example, a female operator may wish to become a host only if the host is a woman, and may be reluctant to become a host if the host is a man. For such a female operator, the negative condition that the host is a man is specified. Another example of a negative condition is the age group of the person wishing to serve as a host. That is, for example, some operators may be reluctant to become a host if their own age is significantly different from the age group of the host, and for such operators, the age group of the host that makes them reluctant to become a host is specified as a negative condition.

[0064] As described above, the gender and age group of the attendant are estimated based on the user image received from the attendant terminal 30a. In addition to the gender and age group of the attendant, other appropriate negative conditions may be specified.

[0065] If there is an operator whose attributes, including the gender and age group of the attendant, or more precisely, at least some of the attributes, satisfy the negative conditions, the management server 40 excludes the operator from the most suitable candidate. Then, the management server 40 identifies, from among the operators of each of the operator terminals 20, 20, ... in standby mode, the operator with the highest total suitability score, which is the sum of suitability scores based on each indicator other than the negative conditions, as the most suitable candidate. In other words, the management server 40 identifies the operator terminal 20 used by the most suitable candidate as the optimal candidate, most suitable as a communication partner for the attendant terminal 30a. Hereinafter, the operator terminal 20 identified as the optimal candidate may be referred to as the "optimal candidate terminal 20a" (however, the reference numeral "20a" representing the optimal candidate terminal 20a is not particularly illustrated).

[0066] The management server 40 then sends a service request to the optimal candidate terminal 20a, requesting the most suitable candidate to act as a service representative. At this time, the management server 40 sends terminal information, which is information about the service terminal 30a, including the terminal ID and installation location of the service terminal 30a, to the optimal candidate terminal 20a. The terminal information includes information about the service applicant's attributes, such as the service applicant's gender and age group. Furthermore, if at least some of the service applicant's attributes, such as hometown or hobbies, satisfy the positive conditions of the most suitable candidate, these attributes are also incorporated into the terminal information as part of the service applicant's attributes. Additionally, the management server 40 sends a user image and user voice of the service terminal 30a to the optimal candidate terminal 20a.

[0067] 6 is displayed on the display device 208 of the optimal candidate terminal 20a that has received the service request. A relatively large user image display area 602 for displaying the image of the user of the service terminal 30a that is the call source is arranged on this service request screen 600. In addition, at an appropriate position on the service request screen 600, for example, a position lower and to the left of the user image display area 602, there are arranged, from top to bottom, in this order: a character string 604 indicating the installation location of the service terminal 30a; a character string 606 indicating the gender and age group of the service applicant's attributes; and a character string 608 indicating the attributes of the service applicant that satisfy the positive conditions of the optimal candidate. Furthermore, for example, to the right of each of the character strings 604, 606, and 608, i.e., in a position closer to the right at the bottom of the user image display area 602, an [Accept Service] button 610 bearing the character string "Accept Service" and an [Reject Service] button 612 bearing the character string "Reject Service" are arranged side by side. The [Accept Service] button 610 is an operator for instructing to accept the service request, and the [Reject Service] button 612 is an operator for instructing to reject the service request. Also, although not apparent from FIG. 6 , in parallel with the display of the service request screen 600, a voice corresponding to the voice of the user of the serving terminal 30a, i.e., the voice of the serving user, is output from the speaker 212 of the optimum candidate terminal 20a.

[0068] Upon receiving the service request screen 600, the most suitable service candidate recognizes that he or she has received a service request. The most suitable service candidate can visually recognize the service candidate from the user image of the service terminal 30a displayed in the user image display area 602. The most suitable service candidate can also recognize the service candidate's voice from the sound output from the speaker 212. Furthermore, the most suitable service candidate can recognize the location of the service terminal 30a from the character string 604, and can recognize the service candidate's gender and age group from the character string 606. Additionally, the most suitable service candidate can recognize from the character string 608 the attributes of the service candidate that satisfy his or her own positive conditions, i.e., can recognize commonalities with the service candidate. FIG. 6 shows an example of the service request screen 600 when the location of the service terminal 30a is the "bedding section" with the location code "A3", the gender of the person requesting service is "female", the age group of the person requesting service is "50s-60s", and further, the most suitable candidate and the person requesting service have in common the location of "Tokyo".

[0069] After checking the contents of this service request screen 600, the most suitable candidate can decide for themselves whether to accept the service request. For example, if the most suitable candidate accepts the service request, the most suitable candidate operates the [Accept Service] button 610, i.e., responds by accepting the service request. On the other hand, if the most suitable candidate rejects the service request, the most suitable candidate operates the [Reject Service] button 612, i.e., responds by rejecting the service request.

[0070] It should be noted that the configuration of the service request screen 600 shown in Fig. 6 is an example, and the configuration of the service request screen 600 is not limited to the configuration shown in Fig. 6. The same applies to the operator-side service screen 700 described later. In addition, in the optimum candidate terminal 20a, an operator-side standby screen (not shown) is displayed on the display device 208 until just before the service request screen 600 is displayed. The operator-side standby screen is not related to the gist of the present invention, so its description will be omitted.

[0071] When either the [Accept Response] button 610 or the [Reject Response] button 612 on the response request screen 600 is operated, that is, when some response operation is performed in response to the response request, the content of the response operation is notified from the optimum candidate terminal 20a to the management server 40. If the response from the optimum candidate terminal 20a to the response request is, for example, an acceptance response that accepts the response request, the management server 40 assigns the optimum candidate terminal 20a as the communication partner of the responding used terminal 30a, that is, assigns the most suitable candidate as the responding staff member. Note that, hereinafter, the optimum candidate terminal 20a (operator terminal 20) assigned as the communication partner of the responding used terminal 30a may be referred to as the "responsible terminal 20b" (however, the reference numeral "20b" representing the responsible terminal 20b is not particularly illustrated).

[0072] The management server 40 then transmits the terminal IDs of the responding terminal 20b and the responding terminal 30a to each other, and transmits a communication start command to start two-way communication between them. This initiates two-way communication between the responding terminal 20b and the responding terminal 30a, and more specifically, one-to-one two-way communication using a P2P (Peer to Peer) method, for example. Note that WebRTC is used to realize two-way communication using the P2P method, and for this purpose, appropriate elements such as a signaling server, STUN server, and TURN server (not shown) are provided, but since these are well known, detailed explanations of each will be omitted.

[0073] In this two-way communication, the user image and user voice of the responding terminal 30a are transmitted from the responding terminal 30a to the responding terminal 20b. Meanwhile, avatar data and operator voice generated by the responding terminal 20b are transmitted from the responding terminal 20b to the responding terminal 30a. The avatar data is data that serves as the basis for the avatar 800a (described later) that serves as an alter-ego (substitute) of the responding person. This avatar data is generated based on the operator image of the responding terminal 20b, and provides the avatar 800a with movements corresponding to the operator image, i.e., movements corresponding to the responding person. For this purpose, when generating the avatar data, a known motion detection process is performed on the operator image, and the results of this motion detection process are reflected in the avatar data.

[0074] Focusing on the attendant terminal 20b during this two-way communication, the attendant terminal 20b displays an operator-side attendant screen 700, as shown in FIG. 7, on the display device 208, instead of the attendant request screen 600 described above. The operator-side attendant screen 700 includes a user image display area 702 similar to the user image display area 602 on the attendant request screen 600, as well as character strings 704, 706, and 708 similar to the character strings 604, 606, and 608 on the attendant request screen 600. To the right of the character strings 704, 706, and 708, for example, near the lower right corner of the operator-side attendant screen 700, is an [End Response] button 710 bearing the characters "End Response." This [End Response] button 710 is an operator for instructing the end of remote attendance. Also, although it is not clear from Figure 7, in parallel with the display of the operator side response screen 700, a voice corresponding to the voice of the user of the responding terminal 30a, i.e., the voice of the responding user, is output from the speaker 212 of the responding terminal 20b.

[0075] The attendant remotely attends to the attendant via this operator-side attendant screen 700. At that time, the attendant can visually recognize the attendant from the user image of the attendant terminal 30a displayed in the user image display area 702. In addition, the attendant can recognize the attendant's voice from the output sound of the speaker 212.

[0076] On the other hand, when attention is focused on the responding terminal 30a when a remote call is being answered, instead of the aforementioned calling screen, the responding terminal 30a displays a user-side response screen 800 including an avatar 800a as shown in Fig. 8 on the display device 308. As described above, the avatar 800a is an alter ego of the attendant and moves in accordance with the attendant. Also, although it is not clear from Fig. 8, in parallel with the display of the user-side response screen 800, a voice corresponding to the voice of the operator of the attendant terminal 20b, that is, the voice of the attendant, is output from the speaker 312 of the responding terminal 30a.

[0077] The person requesting assistance receives remote assistance from the attendant via this user-side assistance screen 800. At this time, the person requesting assistance can recognize the movements of the attendant from the movements of the avatar 300a. In addition, the person requesting assistance can recognize the voice of the attendant from the sound output from the speaker 312. As mentioned above, the sound output from the speaker 312 may be a voice processed by a voice changer. The voice changer is provided, for example, in the attendant terminal 30a (user terminal 30), but may also be provided in the attendant terminal 20b (operator terminal 20).

[0078] Then, when the remote response is to be ended, the agent operates the [End Response] button 710 (see FIG. 7) on the operator-side response screen 700. In other words, the agent has the initiative when ending the remote response. When this [End Response] button 710 is operated, the above-mentioned operator-side standby screen is displayed on the display device 208 of the agent terminal 20b instead of the operator-side response screen 700. This ends the remote response. At the same time, an agent end notification is sent from the agent terminal 20b to the agent terminal 30a. Note that at this point, two-way communication is still ongoing between the agent terminal 20b and the agent terminal 30a.

[0079] Upon receiving the service completion notification from the customer service terminal 20b, the customer service terminal 30a displays a questionnaire screen 900, as shown in FIG. 9, on the display device 308 instead of the customer service screen 800. The questionnaire screen 900 includes appropriate characters 902 requesting the customer's cooperation in the survey, appropriate characters 904 asking whether the customer service representative (operator) responded appropriately, and appropriate controls (here, five stars) 906 indicating whether the customer service representative responded appropriately. Additionally, the questionnaire screen 900 includes appropriate buttons 908 ("Answer") with the characters "Answer" written on it and buttons 910 ("Do Not Answer") with the characters "Do Not Answer" written on it. The "Answer" button 908 is an operator for instructing the customer to respond to the survey, and the "Do Not Answer" button 910 is an operator for instructing the customer not to respond to the survey. 9 shows an example of a state in which an evaluation that the customer service representative's response is 4 points out of 5 points (relatively good) is instructed using the operator 906. Also, although it is not clear from FIG. 9, in parallel with the display of the questionnaire screen 900, an appropriate voice message requesting cooperation with the questionnaire is output from the speaker 312.

[0080] On this questionnaire screen 900, for example, when the operator 906 is operated to indicate whether or not the attendant should respond, and then the "Answer" button 908 is operated, an end response notice is sent from the attending user terminal 30a to the attendant terminal 20b as a response to the attendance end notice. This end response notice is accompanied by a questionnaire response entered using the operator 906. On the other hand, when the "Do not answer" button 910 is operated, an end response notice is also sent from the attending user terminal 30a to the attendant terminal 20b, but no questionnaire response is accompanied by this end response notice. Note that answering the questionnaire is not required, and even if neither the "Answer" button 908 nor the "Do not answer" button 910 is operated between the display of the questionnaire screen 900 and the lapse of a predetermined questionnaire response time limit Ta (not specifically shown), an end response notice is also sent from the attending user terminal 30a to the attendant terminal 20b. In this case, no questionnaire response is accompanied by the end response notice.

[0081] After the completion response notification is sent from the responding terminal 30a to the responding terminal 20b in this manner, the responding terminal 30a displays the above-mentioned user-side standby screen 500 (see FIG. 5) on the display device 308 instead of the questionnaire screen 900. When the "Answer" button 908 on the questionnaire screen 900 is operated, instead of the questionnaire screen 900, a thank you screen (not shown) expressing gratitude for cooperation with the questionnaire may be displayed for a certain period of time (for example, a few seconds), and then the user-side standby screen 500 may be displayed.

[0082] Then, when the responding terminal 20b receives the end response notice from the responding terminal 30a, it transmits a communication end notice to the management server 40. At this time, if the end response notice is accompanied by a questionnaire answer, the questionnaire answer is attached to the communication end notice. Then, the responding terminal 20b performs processing to end the two-way communication with the responding terminal 30a, thereby ending the two-way communication.

[0083] By receiving the communication end notice from the attendant terminal 20b, the management server 40 recognizes that the two-way communication between the attendant terminal 20b and the attendant terminal 30a has ended, i.e., that the attendant's remote attendance of the attendant has ended. If the communication end notice includes a questionnaire response, the content of the response is reflected in the evaluation score for the operator who acted as the attendant.

[0084] If the most suitable candidate responds to a request for service by an accepting candidate and the response time from the request to the accepting candidate is shorter than a predetermined threshold time Tb (not shown), i.e., if the most suitable candidate responds quickly, the management server 40 reflects some of the attributes of the candidate at that time, specifically the candidate's gender and age group, in the aforementioned positive conditions for the operator who was the most suitable candidate (responder). For example, as shown in FIG. 6, if the candidate's gender is "female" and their age group is "50s-60s," the management server 40 adds the gender and age group "female" and "50s-60s" to the positive conditions for the operator who was the most suitable candidate, essentially updating the positive conditions. These updated positive conditions are applied to identifying the most suitable candidate from the next time onwards.

[0085] Furthermore, if the response from the most suitable candidate to the service request to the most suitable candidate is a refusal to the service request, i.e., if the [Reject Service] button 612 on the service request screen 600 (see FIG. 6) is operated, the management server 40 identifies the next most suitable candidate in the same manner as described above and makes a similar service request to the identified most suitable candidate. Thereafter, the management server 40 repeats the same process until the assignment is completed or until no operator corresponding to the most suitable candidate is found. Note that, at the most suitable candidate terminal 20a where the [Reject Service] button 612 on the service request screen 600 is operated, the above-mentioned operator-side standby screen is displayed on the display device 208 instead of the service request screen 600.

[0086] In addition, if the most suitable candidate responds to a request for service by the most suitable candidate with a refusal, the management server 40 reflects some of the attributes of the candidate at that time, specifically the candidate's gender and age group, in the negative conditions for the operator who is the most suitable candidate. For example, as shown in FIG. 6, if the candidate's gender is "female" and their age group is "50s-60s," the management server 40 adds the gender and age group "female" and "50s-60s" to the negative conditions for the operator who is the most suitable candidate, essentially updating the negative conditions. These updated negative conditions are applied to identifying the most suitable candidate from the next time onwards.

[0087] In addition, if there is no response from the most suitable candidate within a predetermined response time limit Tc after the management server 40 has sent a service request to the most suitable candidate, i.e., if neither the [Accept Service] button 610 nor the [Reject Service] button 612 on the service request screen 600 is operated, the management server 40 identifies the next most suitable candidate in the same manner as described above and sends a similar service request to the identified most suitable candidate. In this case, the negative conditions are not updated. Furthermore, in the most suitable candidate terminal 20a where neither the [Accept Service] button 610 nor the [Reject Service] button 612 on the service request screen 600 is operated, the above-mentioned operator-side standby screen is displayed on the display device 208 instead of the service request screen 600. The response time limit Tc is a time that does not keep the service applicant waiting excessively, for example, several seconds to several tens of seconds.

[0088] Furthermore, if no operator who is the most suitable candidate is found, the management server 40 sends a remote response unavailable notification to the response terminal 30a to notify that remote response is unavailable.

[0089] When the responding terminal 30a receives a remote response unavailable notification from the management server 40, a sales clerk calling screen (not shown) is displayed on the display device 308 instead of the user-side standby screen 500. This sales clerk calling screen displays appropriate text indicating that a store staff member (sales clerk) is being called. In addition, the sales clerk calling screen displays a call stop button, which is an operator for canceling (pausing) the call to the store staff member. In addition, in parallel with the display of the sales clerk calling screen, an appropriate ring tone is output from the speaker 312 of the responding terminal 30a to call a staff member located near the responding terminal 30a. As a result, the person requesting assistance can wait for a store staff member to answer the call and then be served by that staff member.

[0090] When the call cancel button on the sales floor clerk calling screen is operated, the call to the in-store staff member is canceled (stopped). In other words, the output of the ringing sound from the speaker 312 of the responding use terminal 30a is stopped. At the same time, the above-mentioned user-side standby screen 500 is displayed on the display device 308 of the responding use terminal 30a in place of the sales floor clerk calling screen. Furthermore, a call cancel notice is sent from the responding use terminal 30a to the management server 40. The call cancel button on the sales floor clerk calling screen is operated by the in-store staff member or the person requesting to be served.

[0091] By receiving the call cancellation notice from the receiving terminal 30a, the management server 40 recognizes that the call cancellation button on the sales floor staff calling screen of the receiving terminal 30a has been operated, that is, that the call to the store staff has been canceled.The management server 40 then treats the receiving terminal 30a as a user terminal 30 in standby mode.

[0092] In order to realize such a series of processes, the management server 40 has an operator terminal management table 1000 as shown in Fig. 10. This operator terminal management table 1000 is a table for managing each operator terminal 20, and is provided in the allocation management database 410b (see Fig. 2) described above.

[0093] The operator terminal management table 1000 stores, using the management number in the operator terminal management table 1000 as a key, information indicating the terminal ID, which is identification information of each operator terminal 20, the operator ID, which is identification information of the operator using the operator terminal 20, and the status of the operator terminal 20. In particular, the status of the operator terminal 20 can be one of three states: "standby," "responding," and "stopped." Of these, "standby" indicates that the operator terminal 20 is in the standby state described above. "responding" indicates that the operator terminal 20 is in a state where it is responding remotely, that is, that it is assigned as the responsible terminal 20b. "stopped" indicates that the operator terminal 20 is in a state where it cannot respond remotely, for example, that the power of the operator terminal 20 is turned off or that the operator-side remote response software described above is not running.

[0094] In addition, management server 40 has a user terminal management table 1100 as shown in Fig. 11. This user terminal management table 1100 is a table for managing each user terminal 30, and this user terminal management table 1100 is also provided in allocation management database 410b.

[0095] The user terminal management table 1100 stores information indicating the terminal ID of each user terminal 30, the location of the user terminal 30, the status of the user terminal 30, and so forth, using the management number in the user terminal management table 1100 as a key. In particular, the status of a user terminal 30 includes four states: "Waiting," "Calling," "Serving," and "Stopped." Of these, "Waiting" indicates that the user terminal 30 is in the standby state described above. "Serving" indicates that the user terminal 30 has performed the call operation described above (more precisely, after sending a call notification to the management server 40, is waiting to receive a communication start command or a remote response unavailable notification from the management server 40). "Serving" indicates that the user terminal 30 is being served remotely. "Stopped" indicates that the user terminal 30 is in a state where it cannot be served remotely, for example, when the user terminal 30 is powered off or the user-side remote response software described above is not running. Furthermore, for the installation location of the user terminal 30, an installation location code, which is identification information of the installation location, is stored together with the installation location (text information).

[0096] Furthermore, the management server 40 has an operator management table 1200 as shown in Fig. 12. This operator management table 1200 is a table for managing each operator, and this operator management table 1200 is also provided in the assignment management database 410b.

[0097] This operator management table 1200 stores information representing each operator's operator ID, name, gender, age, location of available user terminal 30 (available terminal), length of experience in responding to calls at that location, the aforementioned workload, evaluation points, positive conditions, negative conditions, etc., using the management number in the operator management table 1200 as a key.

[0098] Then, the management server 40, or more precisely the CPU 402a of the management server 40, executes an allocation control task in accordance with an allocation control program included in the allocation control software 410a. The flow of this allocation control task is shown in Figures 13 and 14. The allocation control task is executed in response to the management server 40 receiving a call notification from the receiving terminal 30a.

[0099] According to this allocation control task, the CPU 402a of the management server 40 first acquires, in step S1, caller information including the terminal ID of the responding terminal 30a, a user image, and user voice transmitted from the responding terminal 30a, which is the caller. The CPU 402a then estimates the gender and age group of the attendant based on the user image. Additionally, if the user voice contains phrases that suggest the attendant's hometown, hobbies, etc., the CPU 402a estimates appropriate information, such as the attendant's hometown and hobbies, based on those phrases. The CPU 402a then proceeds to step S3.

[0100] In step S3, the CPU 402a updates the user terminal management table 1100, and more specifically, sets the status of the responding terminal 30a to "calling" in the user terminal management table 1100. Then, the CPU 402a advances the process to step S5.

[0101] In step S5, the CPU 402a identifies the most suitable candidate in the manner described above, that is, identifies the optimum candidate terminal 20a. In this identification, the CPU 402a refers to the operator terminal management table 1000 and the operator management table 1200. Then, the CPU 402a advances the process to step S7.

[0102] In step S7, the CPU 402a determines whether or not there is an operator terminal 20 that corresponds to the optimum candidate terminal 20a (the most suitable candidate), that is, whether or not the optimum candidate terminal 20a has been successfully identified. If the optimum candidate terminal 20a has been successfully identified (S7: YES), the CPU 402a proceeds to step S11, which will be described later. On the other hand, if the optimum candidate terminal 20a has not been successfully identified (S7: NO), the CPU 402a proceeds to step S9.

[0103] In step S9, the CPU 402a transmits the above-mentioned notification that remote response is unavailable to the responding terminal 30a, and then the CPU 402a ends the allocation control task.

[0104] On the other hand, when the CPU 402a advances the process from step S7 to step S11, it sends a service request to the optimum candidate terminal 20a in step S11. At that time, the CPU 402a sends terminal information about the serving terminal 30a to the optimum candidate terminal 20a. At the same time, the CPU 402a sends a user image and user voice of the serving terminal 30a to the optimum candidate terminal 20a. As mentioned above, the terminal information includes information about the attributes of the serving person, including the gender and age group of the serving person. After executing step S11, the CPU 402a advances the process to step S13.

[0105] In step S13, the CPU 402a resets and starts a counter (not shown) for counting the response time limit Tc. This counter for counting the response time limit Tc is, for example, a software counter configured by the CPU 402a, but may also be a hardware counter. The CPU 402a then proceeds to step S15.

[0106] In step S15, the CPU 402a determines whether or not a response to the above-mentioned service request has been received from the optimum candidate terminal 20a. If a response has been received from the optimum candidate terminal 20a (S15: YES), the CPU 402a proceeds to step S17. On the other hand, if a response has not yet been received from the optimum candidate terminal 20a (S15: NO), the CPU 402a proceeds to step S23, which will be described later.

[0107] In step S17, the CPU 402a determines whether the response received in step S15 is an acceptance response that accepts the service request. If the response is an acceptance response (S17: YES), the CPU 402a proceeds to step S25, which will be described later. On the other hand, if the response received in step S15 is not an acceptance response, that is, if the response is a rejection response that rejects the service request (S17: NO), the CPU 402a proceeds to step S19.

[0108] In step S19, the CPU 402a updates the operator management table 1200, specifically, updates the negative conditions for the most suitable candidate in the operator management table 1200, and more specifically, adds the gender and age group of the person wanting to attend to the negative conditions for the most suitable candidate. Then, the CPU 402a proceeds to step S21.

[0109] In step S21, the CPU 402a identifies the next optimum candidate terminal 20a (the most suitable candidate) in the same manner as in step S5 described above. Then, the CPU 402a returns the process to step S7 to determine whether or not the identification of the next optimum candidate terminal 20a in step S21 has been successful.

[0110] In contrast, when the CPU 402a proceeds from step S15 to step S23, it determines in step S23 whether the response time limit Tc has elapsed. If the response time limit Tc has not elapsed (S23: NO), the CPU 402a returns the process to step S15 to determine again whether a response to the service request has been received from the optimum candidate terminal 20a. On the other hand, if the response time limit Tc has elapsed (S23: YES), the CPU 402a proceeds to step S21 to identify the next optimum candidate terminal 20a.

[0111] Furthermore, when the CPU 402a advances the process from step S17 to step S25, the CPU 402a updates the operator terminal management table 1000 in step S25, and more specifically, sets the status of the optimum candidate terminal 20a in the operator terminal management table 1000 to "serving." As a result, the optimum candidate terminal 20a is assigned as the attending terminal 20b. Then, the CPU 402a advances the process to step S27.

[0112] In step S27, the CPU 402a updates the user terminal management table 1100 again, and more specifically, sets the status of the serving terminal 30a to "serving" in the user terminal management table 1100. Then, the CPU 402a advances the process to step S29.

[0113] In step S29, the CPU 402a performs a communication start control process to start two-way communication between the responsible terminal 20b and the responsible terminal 30a. That is, the CPU 402a transmits the terminal IDs of the responsible terminal 20b and the responsible terminal 30a to each other and transmits a communication start command to start two-way communication between them. Then, the CPU 402a proceeds to step S31.

[0114] In step S31, the CPU 402a updates the operator management table 1200, specifically, updates (adds one workload) for the agent in the operator management table 1200. If the response time of the most suitable agent to the request for assistance from the most suitable agent in step S11 is shorter than the threshold time Tb, the CPU 402a updates the positive conditions for the most suitable agent in step S31, specifically, adds the gender and age group of the agent aspirant to the positive conditions for the most suitable agent. With the execution of step S31, the CPU 402a ends the allocation control task.

[0115] In response to such processing by the management server 40, for example, the CPU 302a of the user terminal 30, or more precisely, the user terminal 30 (response terminal 30a) on which the call operation was performed, executes a user-side response task in accordance with the user-side response program included in the above-mentioned user-side remote response software. The flow of this user-side response task is shown in Figure 15. The user-side response task is executed in response to a call operation being performed on the user terminal 30.

[0116] According to this user-side answering task, first, in step S101, the CPU 302a of the user terminal 30 displays a calling screen on the display device 308 in place of the user-side standby screen 500 that had been displayed on the display device 308 up until then. Then, the CPU 302a proceeds to step S103.

[0117] In step S103, the CPU 302a transmits a call notification to the management server 40. Then, the CPU 302a advances the process to step S105.

[0118] In step S105, the CPU 302a determines whether or not a communication start command has been received from the management server 40. If a communication start command has been received from the management server 40 (S105: YES), the CPU 302a proceeds to step S107. On the other hand, if a communication start command has not been received from the management server 40 (S105: NO), the CPU 302a proceeds to step S115, which will be described later. When the CPU 302a receives a communication start command from the management server 40, it also receives the terminal ID of the responding terminal 20b, which is the communication partner.

[0119] In step S107, the CPU 302a performs a communication establishment process to start the above-mentioned P2P two-way communication with the responding terminal 20b, which is the communication partner. After this communication establishment process is performed, that is, when a state for performing P2P two-way communication with the responding terminal 20b is established, the CPU 302a proceeds to step S109. The responding terminal 20b, which is the communication partner, is recognized from the terminal ID of the responding terminal 20b, which is received from the management server 40 together with the communication start command.

[0120] In step S109, the CPU 302a starts two-way communication with the attending terminal 20b using the P2P method, and performs communication processing, so to speak. At this time, the CPU 302a displays the user-side attending screen 800 (see FIG. 8) on the display device 308 instead of the calling screen. This allows the attending person to receive remote assistance. Then, although detailed illustration in FIG. 15 is omitted, when the CPU 302a receives an attending end notification from the attending terminal 20b, it proceeds to step S111.

[0121] In step S111, the CPU 302a performs termination processing to terminate two-way communication with the handling terminal 20b. Although detailed illustration in FIG. 15 is omitted, the CPU 302a displays a questionnaire screen 900 (see FIG. 9) on the display device 308 instead of the user-side handling screen 800. At the same time, the CPU 302a outputs an appropriate voice message requesting cooperation in the questionnaire from the speaker 312. Then, when either the "Answer" button 908 or the "Do not answer" button 910 on the questionnaire screen 900 is operated, the CPU 302a transmits a termination response notice to the handling terminal 20b. Furthermore, even if neither the "Answer" button 908 nor the "Do not answer" button 910 on the questionnaire screen 900 is operated, the CPU 302a transmits a termination response notice to the handling terminal 20b when the aforementioned questionnaire response time limit Ta has elapsed since the questionnaire screen 900 was displayed. Furthermore, if the "Answer" button 908 is operated, the CPU 202a attaches the questionnaire answer to the completion response notice. Then, the CPU 302a ends the two-way communication with the handling terminal 20b. Then, the CPU 302a proceeds to step S113.

[0122] In step S113, the CPU 302a displays the user-side standby screen 500 on the display device 308 instead of the questionnaire screen 900. If the "Answer" button 908 on the questionnaire screen 900 is operated in the above-mentioned step S111, the CPU 302a displays the above-mentioned thank you screen on the display device 308 for a certain period of time instead of the questionnaire screen 900, and then displays the user-side standby screen 500. This ends the remote response. At the same time, the CPU 302a ends the user-side response task.

[0123] In response to this, when the CPU 302a proceeds from step S105 to step S115, it determines in step S115 whether or not a remote response unavailability notification has been received from the management server 40. If a remote response unavailability notification has been received from the management server 40 (S115: YES), the CPU 302a proceeds to step S117. On the other hand, if a remote response unavailability notification has not been received from the management server 40 (S115: NO), the CPU 302a returns the process to step S105 to determine again whether or not a communication start command has been received from the management server 40.

[0124] In step S117, the CPU 302a performs a sales clerk call process to call a staff member (sales clerk) in the store. That is, the CPU 302a displays the above-mentioned sales clerk calling screen on the display device 308 instead of the customer-side reception screen 800. At the same time, the CPU 302a outputs an appropriate call tone from the speaker 312 to call a staff member who is near the reception terminal 30a. The CPU 302a then proceeds to step S119.

[0125] In step S119, the CPU 302a waits for the call cancel button on the sales clerk calling screen to be operated, that is, waits for the call cancel operation to be performed (S119: NO). Then, when the call cancel operation is performed (S119: YES), the CPU 302a proceeds to step S121.

[0126] In step S121, the CPU 302a performs a call cancel process to cancel (stop) the sales clerk calling process. That is, the CPU 302a stops output of the ringing sound from the speaker 312. At the same time, the CPU 302a displays the user-side standby screen 500 on the display device 308, instead of the sales clerk calling screen. The CPU 302a then proceeds to step S123.

[0127] In step S123, the CPU 202a transmits a call cancellation notice to the management server 40. With this, the CPU 302a ends the user-side response task.

[0128] In response to such processing by the user terminal 30, the CPU 202a of the operator terminal 20, or more precisely, the operator terminal 20 (best candidate terminal 20a) that receives a response request from the management server 40, executes an operator-side response task in accordance with the operator-side response program included in the above-mentioned operator-side remote response software. The flow of this operator-side response task is shown in FIG. 16. The operator-side response task is executed in response to the reception of the response request from the management server 40.

[0129] According to this operator-side answering task, first, in step S201, the CPU 202a of the operator terminal 20 displays the answering request screen 600 (see FIG. 6) on the display device 208 in place of the operator-side standby screen that has been displayed on the display device 208 up until then. Then, the CPU 202a advances the process to step S203.

[0130] In step S203, the CPU 202a resets and starts a counter (not shown) for counting a response time limit Tc' on the operator terminal 20 side, which is based on the response time limit Tc described above. The counter for counting the response time limit Tc' is, for example, a software counter configured by the CPU 402a, but may also be a hardware counter. The response time limit Tc' on the operator terminal 20 side is substantially equivalent to the response time limit Tc on the management server 40 side described above, and strictly speaking, is slightly shorter than the response time limit Tc on the management server 40 side. After executing step S203, the CPU 202a advances the process to step S205.

[0131] In step S205, the CPU 202a determines whether or not the service request screen 600 has received any operation. If the service request screen 600 has received any operation (S205: YES), the CPU 202a proceeds to step S207. On the other hand, if the service request screen 600 has not received any operation (S205: NO), the CPU 202a proceeds to step S223, which will be described later.

[0132] In step S207, the CPU 202a determines whether the operation accepted in step S205 is an operation on the [Accept Service] button 610, that is, whether it is a service acceptance operation. For example, if the operation accepted in step S205 is a service acceptance operation (S207: YES), the CPU 202a proceeds to step S209. On the other hand, if the operation accepted in step S205 is not a service acceptance operation, that is, if the operation accepted in step S205 is an operation on the [Reject Service] button 612, that is, a service rejection operation (S207: NO), the CPU 202a proceeds to step S219, which will be described later.

[0133] In step S209, the CPU 202a notifies the management server 40 that a service acceptance operation has been performed on the service request screen 600, that is, sends an acceptance response. Then, the CPU 202a advances the process to step S211.

[0134] In step S211, the CPU 202a waits for a communication start command from the management server 40 (S211: NO). Then, when the CPU 202a receives the communication start command from the management server 40 (S211: YES), the CPU 202a proceeds to step S213. When the CPU 202a receives the communication start command from the management server 40, it also receives the terminal ID of the corresponding terminal 30a, which is the communication partner.

[0135] In step S213, the CPU 202a performs a communication establishment process to start two-way communication with the corresponding terminal 30a using the P2P method. After the communication establishment process is performed, that is, when a state for two-way communication using the P2P method with the corresponding terminal 30a is established, the CPU 202a proceeds to step S215.

[0136] In step S215, the CPU 202a starts two-way communication with the responding terminal 30a using the P2P method, that is, performs communication processing. At this time, the CPU 202a displays the operator-side responding screen 700 (see FIG. 7) on the display device 208 instead of the response request screen 600. The responding staff performs remote response via this operator-side responding screen 700. Then, although detailed illustration in FIG. 16 is omitted, when the [End Response] button 710 on the operator-side responding screen 700 is operated, the CPU 202a transmits a response end notification to the responding terminal 30a. At the same time, the CPU 202a displays the operator-side standby screen on the display device 208 instead of the operator-side responding screen 700. This ends the remote response. The CPU 202a then proceeds to step S217.

[0137] In step S217, the CPU 202a performs termination processing to terminate the two-way communication with the responding terminal 30a. In this regard, although detailed illustration in FIG. 16 is omitted, the CPU 202a waits for a termination response notice to be transmitted from the responding terminal 30a, and upon receiving the termination response notice from the responding terminal 30a, transmits a communication termination notice to the management server 40. Furthermore, if a questionnaire response is attached to the termination response notice, the questionnaire response is attached to the notification termination notice. Then, the CPU 202a terminates the two-way communication with the responding terminal 30a. By executing step S217, the CPU 202a terminates the operator-side response task.

[0138] In response to this, when the CPU 202a advances the process from step S207 to step S219, the CPU 202a notifies the management server 40 that a service refusal operation has been performed on the service request screen 600, that is, sends a refusal response, in step S219. Then, the CPU 202a advances the process to step S221.

[0139] In step S221, the CPU 202a displays the operator side standby screen on the display device 208 instead of the operator side response screen 700. With this, the CPU 202a ends the operator side response task.

[0140] Furthermore, when the CPU 202a proceeds from step S205 to step S223, it determines in step S223 whether the response time limit Tc' on the operator terminal 20 side has elapsed. If the response time limit Tc' has not elapsed (S223: NO), the CPU 202a returns the process to step S205 to determine again whether the service request screen 600 has accepted any operation. On the other hand, if the response time limit Tc' has elapsed (S223: YES), the CPU 202a proceeds to step S221 to display the operator side standby screen on the display device 208 instead of the operator side service screen 700.

[0141] In addition, the CPU 402a of the management server 40 executes a deallocation task in parallel with the allocation control task described above. The flow of this deallocation task is shown in Fig. 17. The deallocation task is executed in accordance with a deallocation program included in the allocation control software 410a. The deallocation task is also executed repeatedly at relatively short intervals (for example, every few seconds).

[0142] According to this allocation release task, the CPU 402a of the management server 40 first determines in step S301 whether a communication end notification has been received from any of the operator terminals 20 (receiving terminals 20b). If a communication end notification has been received (S301: YES), the CPU 402a proceeds to step S303. On the other hand, if a communication end notification has not been received (S301: NO), the CPU 402a proceeds to step S311, which will be described later.

[0143] In step S303, the CPU 202a determines whether the communication end notice received in step S301 is accompanied by a questionnaire response. If the communication end notice is accompanied by a questionnaire response (S303: YES), the CPU 402a proceeds to step S305. On the other hand, if the communication end notice is not accompanied by a questionnaire response (S3032: NO), the CPU 402a skips step S305 and proceeds to step S307, which will be described later.

[0144] In step S305, the CPU 402a updates the operator management table 1200, specifically, reflects the answers to the questionnaire in the evaluation points for the staff member in the operator management table 1200. Then, the CPU 402a advances the process to step S307.

[0145] In step S307, the CPU 402a updates the operator terminal management table 1000, and more specifically, sets the status of the responding terminal 20b to "standby" in the operator terminal management table 1000. Then, the CPU 402a advances the process to step S309.

[0146] In step S309, the CPU 402a updates the user terminal management table 1100, and more specifically, sets the status of the responding terminal 30a to "standby" in the user terminal management table 1100. By executing step S309, the CPU 402a ends the allocation release task.

[0147] In response to this, when the CPU 402a proceeds from step S301 to step S311, it determines in step S311 whether a call cancellation notice has been received from any of the user terminals 30 (responding terminal 30a). If a call cancellation notice has been received (S311: YES), the CPU 402a proceeds to step S309 to update the user terminal management table 309. On the other hand, if a call cancellation notice has not been received (S311: NO), the CPU 402a terminates the deallocation task. The process proceeds to step S311, which will be described later.

[0148] As described above, according to this embodiment, from among a plurality of operators who are staff members of the home center, an operator who matches the attributes of the customer requesting remote assistance is identified as the most suitable candidate to be the customer service representative for the customer service request, and a request is made to the identified most suitable candidate to serve as the customer service representative. In response to this request, the most suitable candidate can decide for themselves whether to accept the request. For example, if the most suitable candidate accepts the request, the most suitable candidate will be assigned as the customer service representative and will handle the customer service request. On the other hand, if the most suitable candidate rejects the request, the next most suitable candidate will be identified, and a similar request will be made to serve the customer service request. Furthermore, the most suitable candidate's intention regarding the request is reflected in the identification of the most suitable candidate for subsequent requests. In particular, if the most suitable candidate rejects a service request, when a user with the same attributes as the current candidate becomes a service requester on another occasion, the operator who was the most suitable candidate will be removed from the list of most suitable candidates. In other words, the strengths and weaknesses (likes and dislikes) of each operator are reflected in the identification of the most suitable candidate. This makes it possible to identify the most suitable candidate and, ultimately, to assign service personnel more smoothly and accurately.

[0149] The auxiliary storage unit 410 of the management server 40 in this embodiment, more specifically the assignment management database 410b, is an example of a storage means according to the present invention. The information about each operator terminal 20 stored in the operator terminal management table 1000 in the assignment management database 410b and the information about each operator stored in the operator management table 1200 in the assignment management database 410b are an example of first information according to the present invention. Information about the attributes of the attendant, including the gender and age of the attendant, and the installation location (identification ID) of the attendant terminal 30a, which are used to identify the most suitable attendant candidate, are an example of second information according to the present invention.

[0150] Furthermore, the identification of the most suitable terminal candidate is performed by the CPU 402a of the management server 40, and the CPU 402a that identifies the most suitable terminal candidate, more specifically, the CPU 402a that executes step S5 of the allocation control task (see FIG. 13), is an example of an identifying means according to the present invention. The response request to the most suitable terminal candidate, in other words, the transmission of the response request to the best candidate terminal 20a, is performed by the CPU 402a of the management server 40, and the CPU 402a that transmits the response request to the best candidate terminal 20a, more specifically, the CPU 402a that executes step S11 of the allocation control task, is an example of a requesting means according to the present invention.

[0151] In addition, the CPU 402a of the management server 40 is also responsible for assigning the most suitable candidate as an attendant when the most suitable candidate accepts the attendant request, and for identifying the next most suitable candidate when the most suitable candidate rejects the attendant request. Such a CPU 402a, specifically the CPU 402a that executes step S25 (see FIG. 14) and step S21 of the allocation control task, is an example of a control means according to the present invention. Depending on the manner of the most suitable candidate's response to the attendant request to the most suitable candidate, the operator management table 1200 is updated. The CPU 402a is also responsible for updating this operator management table 1200. Such a CPU 402a, specifically the CPU 402a that executes step S19 and step S31 of the allocation control task, is an example of an update means according to the present invention.

[0152] The present embodiment is a specific example of the present invention and does not limit the technical scope of the present invention. The present invention can be applied to aspects other than the present embodiment.

[0153] For example, in the above embodiment, the call operation by the person requesting assistance is performed by operating the call button 502 on the user-side standby screen 500 displayed on the display device 308 of the user terminal 30 in standby mode, but this is not limiting, and a hardware button for accepting the call operation may be provided instead of or in addition to the call button 502. Also, the system may be configured so that the call operation is performed when the person requesting assistance speaks into the microphone 310 of the user terminal 30 in standby mode, that is, when the microphone 310 detects a voice of a predetermined level or higher. In this case, it is desirable to display an appropriate character string on the user-side standby screen 500 that encourages the person requesting assistance to speak into the microphone 310.

[0154] The estimation of the gender and age group of the attendant based on the user image of the attendant terminal 30a (i.e., the image of the attendant captured by the camera 314) is performed by the management server 40, but it may also be performed by the attendant terminal 30a. In this case, the information on the gender and age group of the attendant estimated by the attendant terminal 30a will be notified to the management server 40. The estimate of the attendant's hometown, hobbies, etc. based on the user's voice of the attendant terminal 30a (i.e., the voice of the attendant detected by the microphone 310) may also be performed by the attendant terminal 30a. In this case, the information on the attendant's hometown, hobbies, etc. estimated by the attendant terminal 30a will also be notified to the management server 40.

[0155] Furthermore, instead of relying on estimation, the gender and age group of the person wishing to attend may be inputted by suitable operators arranged on the user-side standby screen 500. In addition to the gender and age group of the person wishing to attend, suitable operators for inputting other information such as the person's hometown and hobbies may also be arranged on the user-side standby screen 500.

[0156] Additionally, the user terminal 30 in standby mode may be configured to be able to autonomously converse with the attendant using a generation AI technology, etc. Then, from the content of this conversation, appropriate information such as the attendant's gender, age, hometown, hobbies, etc. may be inferred, and information on the inferred information may be notified to the management server 40, and ultimately to the most suitable attendant (displayed on the attendant request screen 600).

[0157] Furthermore, when identifying the most suitable candidate based on the above-mentioned multiple indicators, strictly speaking, when identifying the most suitable candidate based on each indicator other than the negative conditions, appropriate weighting may be applied to each indicator other than the negative conditions. For example, since the ability to handle calls at the location where the responding terminal 30a is installed is an extremely important indicator, this indicator may be weighted more heavily than other indicators. Alternatively, the ability to handle calls at the location where the responding terminal 30a is installed may be considered an essential condition for being identified as the most suitable candidate.

[0158] For example, the language of the person wishing to assist may be included as one of the multiple indicators. That is, a predetermined compatibility score may be assigned to an operator who can respond in the language of the person wishing to assist. Alternatively, being able to respond in the language of the person wishing to assist may be a necessary condition for being identified as a most suitable candidate.

[0159] Furthermore, the service request screen 600 (see FIG. 6) displayed on the display device 208 of the optimal candidate terminal 20a may be configured as shown in FIG. 18. In this configuration shown in FIG. 18, two “Reject Service” buttons 620 and 630 are provided instead of the “Reject Service” button 612 in the configuration shown in FIG. 6. One of the “Reject Service” buttons 620, i.e., the “Reject Service (Temporary)” button 620, is an operator for temporarily (this time only) refusing a service request from the management server 40. When this “Reject Service” button 620 is operated, the operator management table 1200 is not updated, and in particular, the negative conditions in the operator management table 1200 are not updated. Such a “Reject Service” button 620 is useful when the optimal candidate wants to (or has no choice but to) refuse a service request for reasons such as being busy (unavailable), regardless of the attributes of the service requester. The other [Refuse to Handle] button 630, i.e., the [Refuse to Handle] button 630 with the character string "Refuse to Handle (Permanent)" written on it, functions similarly to the [Refuse to Handle] button 612 in the configuration shown in Fig. 6. In other words, when this [Refuse to Handle] button 630 is operated, the negative conditions in the operator management table 1200 are updated.

[0160] Additionally, although the user terminal 30 is, for example, a desktop personal computer, it is not limited to this and may be a notebook personal computer, or a portable computer such as a tablet or smartphone, more specifically, a portable computer having a microphone 210, a speaker 212, and a camera 214. Furthermore, the user terminal 30 may be an embedded system dedicated to the user terminal 30, or may be physically movable, such as a robot avatar.

[0161] In this embodiment, two-way communication is performed between the customer terminal 20b and the customer terminal 30a using the P2P method, and a management server 40 is provided to manage the operator terminals 20, 20, ... and the user terminals 30, 30, .... However, the functions of the management server 40 may be performed by any of the operator terminals 20. In other words, the remote customer service system 10 according to this embodiment is a so-called hybrid P2P system, but the present invention may also be applied to a supernode P2P system. In this case, the operator terminal 20 that performs the functions of the management server 40 constitutes an example of a terminal allocation control device according to the present invention. Furthermore, the present invention can be applied not only to P2P systems but also to client-server systems.

[0162] Furthermore, in the extreme, only one user terminal 30 may be provided. In other words, a configuration may be adopted in which a plurality of operator terminals 20, 20, . . . correspond to one user terminal 30.

[0163] Furthermore, in this embodiment, the remote customer service system 10 for a home center is taken as an example, but the present invention can also be applied to other uses.

[0164] Furthermore, the present invention is not limited to the form of an apparatus and a system, but can also be provided in the form of a terminal allocation control method, or in the form of a terminal allocation control program.

[0165] Additionally, the present invention can also be provided in the form of a computer-readable, non-transitory recording medium on which a terminal allocation control program is recorded. In this case, the terminal allocation control program recorded on the recording medium is read by a computer and executed by the computer, thereby achieving the same effects as those of the present invention. The recording medium referred to here includes semiconductor media and disk media. Furthermore, instead of portable media, embedded (built-in) media that are incorporated into devices such as ROMs and hard disk drives can also be applied as the recording medium referred to here. [Explanation of symbols]

[0166] 10...Remote customer service system 20... Operator terminal 30...User terminal 40... Management Server 202 ... Control section 202a...CPU 202b... Main memory section 206 ... Input device 208 … Display device 310 ... Camera for taking photos of users 500 … Standby screen 502 … Room image 600 … Operation screen 602 … Enlarged room image 606 … Miniature room image

Claims

1. A terminal allocation control device that selectively allocates any one of a plurality of first terminals as a communication partner of a second terminal, a storage means for storing first information, which is information relating to each of the plurality of first terminals and includes attributes of first users who use each of the plurality of first terminals; a specifying means for specifying an optimum candidate most suitable as a communication partner of the second terminal from among the plurality of first terminals based on second information, which is information about the second terminal including attributes of a second user who uses the second terminal, and the first information; a requesting means for notifying the optimum candidate identified by the identifying means of the second information and requesting that the optimum candidate become a communication partner of the second terminal; an allocation control means for allocating the optimal candidate as a communication partner of the second terminal when the response from the optimal candidate to the request from the request means is an acceptance response that accepts the request, and for causing the identification means to identify a next optimal candidate when the response from the optimal candidate to the request from the request means is a rejection response that rejects the request; and A terminal allocation control device comprising: an update unit that updates the first information based on a response form from the optimum candidate to a request from the request unit.

2. the first information includes a negative condition that is a condition for determining whether to individually remove each of the plurality of first terminals from the optimum candidate list based on the second information; 2. The terminal allocation control device according to claim 1, wherein said specifying means specifies the optimum candidate after excluding the first terminal for which said second information satisfies said negative condition from the optimum candidate candidates.

3. 3. The terminal allocation control device according to claim 2, wherein said update means updates said negative condition based on said second information when said optimum candidate responds to a request by said request means with said rejection response.

4. The terminal allocation control device according to claim 2 , wherein the negative conditions include at least one of the sex and age of the second user.

5. A terminal allocation control device according to any one of claims 1 to 4, the plurality of first terminals; and A communication system comprising one or more of said second terminals.

6. A terminal allocation control method for selectively allocating one of a plurality of first terminals as a communication partner of a second terminal, comprising: a storage step of storing first information which is information relating to each of the plurality of first terminals including attributes of first users who use each of the plurality of first terminals; a specifying step of specifying an optimum candidate most suitable as a communication partner of the second terminal from among the plurality of first terminals based on second information, which is information about the second terminal including attributes of a second user who uses the second terminal, and the first information; a request step of notifying the optimum candidate identified by the identification step of the second information and requesting that the optimum candidate become a communication partner of the second terminal; an allocation control step of, when a response from the optimal candidate to the request made in the request step is an acceptance response that accepts the request, allocating the optimal candidate as a communication partner of the second terminal, and, when a response from the optimal candidate to the request made in the request step is a rejection response that rejects the request, returning processing to the identification step to identify a next optimal candidate; and A terminal allocation control method including an updating step of updating the first information based on a response form from the optimum candidate to the request made in the requesting step.

7. A terminal allocation control program for selectively allocating one of a plurality of first terminals as a communication partner of a second terminal, comprising: a storage step of storing first information, which is information regarding each of the plurality of first terminals, including attributes of first users who use each of the plurality of first terminals; an identification step of identifying an optimum candidate most suitable as a communication partner of the second terminal from among the plurality of first terminals based on second information, which is information about the second terminal including attributes of a second user who uses the second terminal, and the first information; a requesting step of notifying the optimum candidate identified by the identifying step of the second information and requesting the optimum candidate to become a communication partner of the second terminal; an allocation control procedure for, when a response from the optimal candidate to a request made by the request procedure is an acceptance response that accepts the request, allocating the optimal candidate as a communication partner of the second terminal, and, when a response from the optimal candidate to a request made by the request procedure is a rejection response that rejects the request, returning processing to the identification procedure to identify a next optimal candidate; and a terminal allocation control program that causes a computer to execute an update procedure that updates the first information based on a response form from the optimum candidate to a request made by the request procedure;

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