Online customer service system, control program, and control method

Abstract

To provide an online customer service system, a control program and a control method for smoothly serving a customer according to the situation of an operator.SOLUTION: In an online customer service system in which a central controller, operator terminals, user terminals, and an automatic customer service device are connected to a network, the central controller includes answer acquiring means (S3, S5) for acquiring answers indicating that customer service is possible or impossible from the operator terminals when there are customer service requests from the user terminals, and customer service subject setting means (S7 to S11) for connecting the operator terminals and the user terminals when answers indicating that customer service is possible are acquired, and causing the user terminals to autonomously provide customer service using the automatic customer service device when answers indicating that customer service is impossible are acquired from all the operator terminals.SELECTED DRAWING: Figure 13

Description

[Technical Field]

[0001] The present invention relates to an online customer service system, a control program, and a control method, and more particularly to an online customer service system, a control program, and a control method, which include, for example, a central control device, a user terminal used by a user, and an operator terminal used by a human operator who serves the user. [Background technology]

[0002] An example of this type of conventional online customer service system is disclosed in Patent Document 1. The technology of Patent Document 1 involves bidirectional communication between a kiosk terminal (user terminal) and an operator terminal (operator terminal) between an image of a user operating the kiosk terminal and an image of an operator (operator) operating the operator terminal. The operator terminal includes a communication unit that communicates with the kiosk terminal, a camera that captures the operator's face, a microphone that captures the operator's speech, and a control unit. The kiosk terminal includes a communication unit that communicates with the operator terminal, a monitor that displays the image of the operator captured by the camera, a speaker that outputs the operator's original voice captured by the microphone, and a control unit. In an operator display mode, the control unit of the kiosk terminal displays the operator's image on the monitor and outputs the operator's original voice from the speaker. In an avatar display mode, the control unit displays a video of an avatar generated based on feature information extracted from the operator's image on the monitor and outputs converted voice, in which the operator's original voice is converted to a voice quality suited to the avatar, from the speaker. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Publication No. 2019-149630 Summary of the Invention [Problem to be solved by the invention]

[0004] In the technology of Patent Document 1, an operator serves a customer using an operator terminal by displaying an avatar or an image of the operator on the user terminal depending on the service content desired by the user. However, the operator is not always available to serve a customer, for example, when the operator is serving another user. In the technology of Patent Document 1, if no operator is available to serve a customer, the user must wait until an operator becomes available, which is inconvenient.

[0005] Therefore, a primary object of the present invention is to provide a novel online customer service system, control program and control method.

[0006] Another object of the present invention is to provide an online customer service system, a control program, and a control method that prioritize customer service by an operator while providing smooth customer service according to the operator's situation. [Means for solving the problem]

[0007] The first invention is an online customer service system comprising a central control device, one or more user terminals used by users, and one or more operator terminals used by human operators who serve the users, and further comprising one or more automated customer service devices with chatbot functions that can automatically serve users, and the central control device comprises an answer acquisition means that, when a customer service request is received from the user terminal, notifies the operator using the operator terminal of the customer service request and acquires from the operator terminal a response input by the operator indicating whether the operator is available to serve or not, and an answer acquisition means that, when the answer acquisition means acquires a response indicating that the operator is available to serve, connects the operator terminal that sent the response indicating that the operator is available to serve the user terminal and the user terminal, and when the answer acquisition means acquires responses indicating that the operator is not available to serve the user from all operator terminals, causes the user terminal to perform autonomous customer service using the automated customer service devices.

[0008] In the first invention, when an operator is available to serve customers, the user terminal and the operator terminal are connected, and the operator serves the user using the operator terminal. That is, the operator's service (manned service) is given priority. On the other hand, when the operator is unable to serve customers, the automated service device uses a chatbot function to provide automated service (AI support). In this case, the operator manually replies whether or not they are available to serve customers, so the system can easily grasp the operator's status, and the system can smoothly transition to automated service without making the user wait until the operator becomes available to serve customers.

[0009] According to the first aspect of the present invention, priority is given to customer service by an operator using an operator terminal, and automatic customer service can be smoothly transitioned to depending on the situation, which is highly convenient.

[0010] A second invention is dependent on the first invention, and the central control device further includes an operation status acquisition means for acquiring the operation status of the operator terminal, and a standby operation setting means for changing the content of the standby operation of the user terminal from when a customer service request is made from the user terminal until when the response acquisition means acquires responses from all the operator terminals, depending on the operation status of the operator terminal acquired by the operation status acquisition means.

[0011] A third invention is dependent on the first or second invention, and the type of service refusal acquired by the response acquisition means can be selected from a plurality of types of service refusal on the operator terminal, and the central control device further includes a service operation change means for changing the content of the service operation of the user terminal using the automated service device according to the type of service refusal acquired by the response acquisition means.

[0012] The fourth invention is dependent on the first or second invention, and the operator terminal can accept cancellation of the unavailability of service, and the customer service subject setting means holds the response from the operator terminal that the customer service is unavailable valid until the response acquisition means acquires cancellation of the unavailability of service.

[0013] The fifth invention is a control program executed by a central control device of an online customer service system having one or more user terminals used by users, one or more operator terminals used by human operators who serve users, and one or more automated customer service devices with chatbot functions that can automatically serve users, the control program causing a processor of the central control device to execute a response acquisition means that, when a customer service request is received from the user terminal, notifies the operator using the operator terminal that there is a customer service request and acquires from the operator terminal a response that the operator is available or unavailable to serve, entered by the operator, and a customer service subject setting means that, when the response acquisition means acquires a response that the operator is available to serve, connects the operator terminal that sent the response that the operator is available to serve the user terminal and the user terminal, and when the response acquisition means acquires responses that the operator is unavailable to serve the user from all operator terminals, causes the user terminal to perform autonomous customer service using the automated customer service device.

[0014] The sixth invention is a control method in a central control device of an online customer service system that includes one or more user terminals used by users, one or more operator terminals used by human operators who serve the users, and one or more automated customer service devices with chatbot functions that automatically serve the users, in which the processor of the central control device, when a customer service request is received from the user terminal, notifies the operator using the operator terminal that there is a customer service request, obtains from the operator terminal a response input by the operator indicating whether the operator is available to serve or not, and, when a response indicating that the operator is available to serve is obtained from the operator terminal, connects the operator terminal that sent the response indicating that the operator is available to serve the user with the user terminal, and when a response indicating that the operator is not available to serve the user is obtained from all operator terminals, causes the user terminal to perform autonomous customer service using the automated customer service devices. [Effects of the Invention]

[0015] According to this invention, priority is given to customer service by an operator using an operator terminal, while smoothly transitioning to automatic customer service depending on the situation, which is highly convenient.

[0016] The above and other objects, features and advantages of the present invention will become more apparent from the following detailed description of the preferred embodiments, which proceeds with reference to the accompanying drawings. [Brief explanation of the drawings]

[0017] [Figure 1] 1 is a diagram showing an online customer service system according to an embodiment of the present invention; [Figure 2] FIG. 2 is a block diagram showing an example of the electrical configuration of a central control device. [Figure 3] FIG. 2 is a block diagram showing an example of the electrical configuration of an operator terminal. [Figure 4] FIG. 10 is a diagram showing a state in which a user terminal is installed. [Figure 5] FIG. 2 is a block diagram showing an example of the electrical configuration of a user terminal. [Figure 6] FIG. 2 is a block diagram showing an example of the electrical configuration of the automated customer service device. [Figure 7] FIG. 10 is a diagram showing an example of a standby screen displayed on a display device of an operator terminal. [Figure 8] FIG. 10 is a diagram showing an example of an operation screen displayed on a display device of an operator terminal. [Figure 9] FIG. 2 is a diagram showing an example of a memory map of a RAM of a central control device. [Figure 10] FIG. 2 is a diagram illustrating an example of a memory map of a RAM of an operator terminal. [Figure 11] FIG. 2 is a diagram illustrating an example of a memory map of a RAM of a user terminal. [Figure 12] FIG. 2 is a diagram showing an example of a memory map of a RAM in an automatic customer service device. [Figure 13] FIG. 10 is a flowchart showing an example of customer service control processing by the CPU of the central control device. DETAILED DESCRIPTION OF THE INVENTION

[0018] Referring to FIG. 1, an online customer service system 10 (hereinafter simply referred to as "system 10") according to one embodiment of the present invention includes a central control device 12. The central control device 12 is communicably connected to an operator terminal 16, a user terminal 18, an automated customer service device 20, and the like via a network 14. As an example, the system 10 is applied to a hotel. As will be described in detail later, the system provides online remote customer service (customer service) to users such as guests using the user terminal 18.

[0019] The central control device 12 is an information processing device such as a server, and performs overall control of the entire system 10. The operator terminal 16 is an information processing device such as a personal computer, and is used by a human operator who is a hotel staff member. This operator terminal 16 is installed in the hotel office, a contact center, the operator's home, etc. The user terminal 18 is an information processing device such as a self-check-in / check-out machine, and is used by an unspecified number of users, such as guests. This user terminal 18 is installed in an appropriate location in the hotel, such as the front counter or entrance. The automated customer service device 20 is an information processing device such as a personal computer or server, and has a chatbot function (i.e., an automated customer service function using artificial intelligence) that can automatically serve users.

[0020] 1 shows one each of the operator terminal 16, the user terminal 18, and the automated customer service device 20, but in reality, one or more operator terminals 16, one or more user terminals 18, and one or more automated customer service devices 20 are connected to the network 14. Basically, the number of operator terminals 16 installed is smaller than the number of user terminals 18 installed. Furthermore, the operator terminal 16 and the user terminal 18, and the user terminal 18 and the automated customer service device 20, can perform two-way communication via the network 14 using a P2P (Peer to Peer) method.

[0021] The network 14 is composed of an IP network (or IP network) including the Internet, and an access network (or access network) for accessing this IP network. The access network may be a public telephone network, a mobile phone network, a wired LAN, a wireless LAN, or CATV (Cable Television). Furthermore, WebRTC (Web Real-Time Communication) is used to realize two-way communication using the P2P method. For this purpose, appropriate elements such as a signaling server, STUN server, and TURN server (not shown) are provided, but as these are well known, detailed description will be omitted.

[0022] Fig. 2 is a block diagram showing an example of the electrical configuration of central control device 12. As shown in Fig. 2, central control device 12 includes a CPU 30. CPU 30 is connected to RAM 32, a communication interface (hereinafter referred to as "communication I / F") 34, and an input / output interface (hereinafter referred to as "input / output I / F") 36 via an internal bus.

[0023] The CPU 30 is a processor that controls the central control device 12 and, ultimately, the overall control of the system 10. The CPU 30 functions as a response acquisition means and a customer service subject setting means according to the present invention. However, instead of the CPU 30, a SoC (System-on-a-Chip) including multiple functions such as a CPU function and a GPU (Graphics Processing Unit) function may be provided.

[0024] RAM 32 is the main storage device of central control device 12 and is used as a work area or buffer area for CPU 30. Although not shown, central control device 12 is provided with a HDD and ROM as auxiliary storage devices. However, non-volatile memory such as an SSD may be used instead of or in addition to the HDD. Various software such as an operating system and various application software is stored in this auxiliary storage device.

[0025] The communication I / F 34 is a wired interface for transmitting and receiving control signals and data to and from external computers such as the operator terminal 16, the user terminal 18, and the automated customer service device 20 via the network 14 under the control of the CPU 30. However, the communication I / F 34 may also be a wireless interface for connecting to a wireless LAN.

[0026] Input devices such as a keyboard and a computer mouse, and a display device such as a liquid crystal display device are connected to the input / output I / F 36 as appropriate. The input / output I / F 36 outputs operation data (or operation information) input from the input device to the CPU 30. It also outputs image data generated by the CPU 30 to the display device, causing the display device to display a screen or image corresponding to the image data. Note that the configuration of the central control device 12 shown in FIG. 2 is an example, and is not limited to this.

[0027] Fig. 3 is a block diagram showing an example of the electrical configuration of operator terminal 16. As shown in Fig. 3, operator terminal 16 includes a CPU 40. CPU 40 is connected to RAM 42, a communication I / F 44, and an input / output I / F 46 via an internal bus.

[0028] The CPU 40 is a processor that controls the overall operation of the operator terminal 16. However, instead of the CPU 40, an SoC including multiple functions such as a CPU function and a GPU function may be provided.

[0029] The RAM 42 is the main storage device of the operator terminal 16 and is used as a work area or buffer area for the CPU 40. Although not shown, the operator terminal 16 is also provided with a hard disk drive (HDD) and a read-only memory (ROM) as auxiliary storage devices. However, a non-volatile memory such as an SSD may be used instead of or in addition to the HDD. Various software programs, such as an operating system and various application software programs, are stored in this auxiliary storage device. Additionally, the auxiliary storage device stores various data, such as the operator's voice detected by the microphone 52 and the operator's image captured by the camera 56.

[0030] The communication I / F 44 is a wired interface for transmitting and receiving control signals and data to and from external computers such as the central control device 12, user terminal 18, and automated customer service device 20 via the network 14 under the control of the CPU 40. However, the communication I / F 44 can also be a wireless interface for connecting to a wireless LAN.

[0031] An input device 48, a display device 50, a microphone 52, a speaker 54, a camera 56, and the like are connected to the input / output I / F 46. The input device 48 is a keyboard, a computer mouse, a touch panel, and the like. The display device 50 is, for example, a liquid crystal display device. The microphone 52 is an operator voice detection means for detecting voices emitted by an operator using the operator terminal 16, and is provided so as to be able to detect the operator voices. The speaker 54 is a user voice output means for outputting the user's voice, and is provided so that the operator can hear the output sound from the speaker 54. Note that a headset in which the microphone 52 and the speaker 54 are integrated may also be employed. The camera 56 is an operator imaging means for imaging the operator using the operator terminal 16, and is provided so as to be able to image the operator.

[0032] The input / output I / F 46 outputs operation data (or operation information) input from the input device 48 to the CPU 40. The input / output I / F 46 also outputs image data generated by the CPU 40 to the display device 50, causing a screen corresponding to the image data to be displayed on the display device 50. However, there are also cases where image data received from an external computer (for example, the user terminal 18) is output by the CPU 40.

[0033] Furthermore, the input / output I / F 46 converts the voice of the operator detected by the microphone 52 into digital voice data and outputs it to the CPU 40, and converts the voice data output by the CPU 40 into an analog voice signal and outputs it from the speaker 54. Furthermore, the input / output I / F 46 outputs data of an image (operator image) including the operator captured (detected) by the camera 56 to the CPU 40. Note that the voice data output from the CPU 40 includes user voice data received from the user terminal 18. Note that the image of the operator captured by the camera 56 may be a still image or a moving image. Note that the configuration of the operator terminal 16 shown in FIG. 3 is an example and is not limited to this.

[0034] FIG. 4 shows a self-service check-in / check-out machine installed at the front counter of a hotel, for example, as an example of a user terminal 18. This user terminal 18 (self-service check-in / check-out machine) is a device that allows guests, who are hotel users, to carry out procedures such as check-in / check-out themselves, and is equipped with an input device 68 (operation unit) that accepts input operations by the user. The input device 68 is provided with a display 68a with a touch panel and various operation buttons, etc. A procedure operation screen required for carrying out check-in / check-out procedures is displayed on the display 68a. The user can carry out procedures such as check-in / check-out on this procedure operation screen.

[0035] The user terminal 18 also includes a display device 70, a microphone 72, a speaker 74, a first camera 76, a second camera, etc. Using these, the user can receive remote support (customer service) as needed when going through check-in / check-out procedures.

[0036] The display device 70 is, for example, a flat panel display having a relatively large display screen, and is provided near the input device 68. An avatar 70a, which is a substitute character for the operator who is in charge of remote customer service, is displayed on the display device 70. The avatar 70a moves in accordance with the actions of the operator using the operator terminal 16. The microphone 72 is a user voice detection means for detecting the voice uttered by the user using the user terminal 18, and is provided to be capable of detecting the user voice. The speaker 74 is an operator voice output means for outputting the operator's voice, and is provided so that the user can hear the output sound from the speaker 74. In this embodiment, the speaker 74 is provided on the top of the display device 70, but is not limited to this, and may be built into the display device 70, for example. The output sound from the speaker 74 may also be a voice processed by a voice changer.

[0037] The first camera 76 is a user imaging means for imaging a user who uses the user terminal 18, and is provided so as to be able to image the user. Note that, although the microphone 72 in this embodiment is built into the first camera 76, this is not limiting, and the microphone 72 may be provided separately and independently from the first camera 76. The second camera 78 is an input device imaging means for imaging the input device 68, and is provided so as to be able to image the input device 68.

[0038] Fig. 5 is a block diagram showing an example of the electrical configuration of the user terminal 18 shown in Fig. 4. As shown in Fig. 5, the user terminal 18 includes a CPU 60. The CPU 60 is connected to a RAM 62, a communication I / F 64, and an input / output I / F 66 via an internal bus.

[0039] The CPU 60 is a processor that is responsible for overall control of the user terminal 18. However, instead of the CPU 60, an SoC including multiple functions such as a CPU function and a GPU function may be provided.

[0040] The RAM 62 is the main storage device of the user terminal 18 and is used as a work area or buffer area for the CPU 60. Although not shown, the user terminal 18 is provided with a HDD and ROM as auxiliary storage devices. However, a non-volatile memory such as an SSD may be used instead of or in addition to the HDD. This auxiliary storage device stores various software such as an operating system and various application software. The auxiliary storage device also stores various data such as user voice detected by the microphone 72, user images captured by the first camera 76, and input device images captured by the second camera 78.

[0041] The communication I / F 64 is a wired interface for transmitting and receiving control signals and data to and from external computers such as the central control device 12, the operator terminal 16, and the automated customer service device 20 via the network 14 under the control of the CPU 60. However, the communication I / F 64 may also be a wireless interface for connecting to a wireless LAN.

[0042] The input / output I / F 66 is connected to the above-mentioned input device 68, display device 70, microphone 72, speaker 74, first camera 76, second camera 78, etc. This input / output I / F 66 outputs operation data (or operation information) input from the input device 68 to the CPU 60. In addition, the input / output I / F 66 outputs image data generated by the CPU 60 to the display device 70, causing the display device 70 to display a screen corresponding to the image data. However, there are also cases where image data received from an external computer (for example, the operator terminal 16 and the automated customer service device 20) is output by the CPU 60.

[0043] In addition, the input / output I / F 66 converts the user's voice detected by the microphone 72 into digital voice data and outputs it to the CPU 60, and converts the voice data output by the CPU 60 into an analog voice signal and outputs it from the speaker 74.

[0044] Furthermore, the input / output I / F 66 outputs data of an image (user image) including the user captured by the first camera 76 and data of an image (input device image) including the input device 68 captured by the second camera 78 to the CPU 60. The voice data output from the CPU 60 includes operator voice data received from the operator terminal 16 and AI voice data received from the automated customer service device 20. The images of the operator and input device 68 captured by the first camera 76 and the second camera 78 may be still images or moving images. The configuration of the user terminal 18 shown in FIGS. 4 and 5 is an example and need not be limited to this.

[0045] Fig. 6 is a block diagram showing an example of the electrical configuration of automated customer service device 20. As shown in Fig. 6, automated customer service device 20 includes a CPU 80. CPU 80 is connected to RAM 82, a communication I / F 84, and an input / output I / F 86 via an internal bus.

[0046] The CPU 80 is a processor that controls the overall operation of the automated customer service device 20. However, instead of the CPU 80, an SoC including multiple functions such as a CPU function and a GPU function may be provided.

[0047] The RAM 82 is the main memory device of the automated customer service device 20 and is used as a work area or buffer area for the CPU 80. Although not shown, the automated customer service device 20 is provided with a hard disk drive (HDD) and a read-only memory (ROM) as auxiliary memory devices. However, non-volatile memory such as an SSD may be used instead of or in addition to the HDD. Various software, such as an operating system and various application software, is stored in this auxiliary memory device.

[0048] The communication I / F 84 is a wired interface for transmitting and receiving control signals and data to and from external computers such as the central control device 12, the operator terminal 16, and the user terminal 18 via the network 14 under the control of the CPU 80. However, the communication I / F 84 may also be a wireless interface for connecting to a wireless LAN.

[0049] An input device 88 and a display device 90 are connected to the input / output I / F 86. The input device 88 is a keyboard, a computer mouse, a touch panel, or the like. The display device 90 is, for example, a liquid crystal display device. The input / output I / F 86 outputs operation data (or operation information) input from the input device 88 to the CPU 80, and also outputs image data generated by the CPU 80 to the display device 90, causing a screen or image corresponding to the image data to be displayed on the display device 90. Note that the configuration of the automated customer service device 20 shown in FIG. 6 is an example, and is not limited to this.

[0050] In this system 10, an operator using an operator terminal 16 can remotely serve (attend) a user using a user terminal 18. To do so, a user who desires to serve a customer remotely performs a call operation to call a hotel staff member using any user terminal 18. The fact that this call operation has been performed is notified to each operator terminal 16 via the central control device 12. Upon receiving this call notification (attendance request), if the hotel staff member is available to serve the customer, the operator transmits a response from his / her own operator terminal 16 to the central control device 12 indicating that he / she is available to serve the customer. The central control device 12 selects one operator terminal 16 (e.g., the operator terminal 16 that responds the fastest) from among the operator terminals 16 that have transmitted the response indicating that he / she is available to serve the customer as the operator to serve. The central control device 12 then connects the selected operator terminal 16 to the user terminal 18 that performed the call operation, i.e., enables two-way communication using the P2P method. Thereafter, the operator performs an operation to start serving on the selected operator terminal 16, thereby starting remote service.

[0051] In this remote customer service, a user image captured by the first camera 76 of the user terminal 18 and an input device image captured by the second camera 78 (strictly speaking, the data of these images) are transmitted to the operator terminal 16. The user image and input device image received by the operator terminal 16 are then displayed on the display device 50 of the operator terminal 16. In addition, the user voice (strictly speaking, the data of the voice) detected by the microphone 72 of the user terminal 18 is also transmitted to the operator terminal 16. The user voice received by the operator terminal 16 is output from the speaker 54 of the operator terminal 16.

[0052] Furthermore, during remote customer service, the aforementioned avatar 70a is displayed on the display device 70 of the user terminal 18. This avatar 70a moves in accordance with the operator image captured by the camera 56 of the operator terminal 16. To this end, the operator terminal 16 performs a well-known motion detection process on the operator image to generate avatar data for displaying the avatar 70a moving in accordance with the operator image. This avatar data is transmitted to the user terminal 18. The user terminal 18 that receives the avatar data generates display screen data for displaying the avatar 70a based on the avatar data, and the avatar 70a is displayed on the display device 70 based on this display screen data. However, instead of displaying the avatar 70a, the display device 70 of the user terminal 18 may display an image of the operator himself / herself. Furthermore, the operator's voice (strictly speaking, the voice data) detected by the microphone 52 of the operator terminal 16 is also transmitted to the user terminal 18. The operator's voice received by the user terminal 18 is output from the speaker 74 of the user terminal 18. The sound output from the speaker 74 may be a sound processed by a voice changer.

[0053] Although not shown in the drawings, the user terminal 18 is provided with a call button (or an operator that functions as a call button) for accepting the above-mentioned call operation on the input device 68 or the display device 70. In addition, the display device 70 of the user terminal 18 in the standby state displays a message screen informing the user that remote customer service is available and guiding the user to operate the call button if remote customer service is desired.

[0054] As described above, in this system 10, when a customer service request is made from the user terminal 18, the operator basically serves the customer using the operator terminal 16. However, the operator is not always available to serve the customer, for example, when the operator is serving another user. If no operator is available to serve the customer, the user has to wait until an operator becomes available, which is inconvenient.

[0055] Therefore, in this embodiment, when a customer service request is received from a user terminal 18, the central control device 12 transmits a message to all operator terminals 16 connected to the system 10. That is, the central control device 12 inquires of the operator terminals 16 as to whether they are available to serve the user using the user terminal 18. The operator terminal 16 that receives the customer service request notifies the operator of the customer service request and allows the operator to select whether they are available or unavailable, and transmits the selected response from the operator terminal 16 to the central control device 12. When the central control device 12 receives responses indicating they are unavailable from all operator terminals 16, it determines that there are no operators available to serve the customer, connects the user terminal 18 to the automated customer service device 20, and causes the user terminal 18 to perform autonomous customer service using the chatbot function of the automated customer service device 20 (i.e., automated customer service using artificial intelligence).

[0056] That is, in this system 10, when a customer service request is received from a user terminal, the central control device 12 notifies the operator using the operator terminal 16 of the request and obtains from the operator terminal 16 a response input by the operator indicating whether the operator is available or unavailable to serve customers. If any operator terminal 16 selects available to serve customers, the operator using that operator terminal 16 will serve customers. That is, the operator terminal 16 is set as the main operator to serve customers, and an operator service mode is executed. On the other hand, if all operator terminals 16 select unavailable to serve customers, the user terminal 18 will autonomously serve customers using the automated customer service device 20. That is, the automated customer service device 20 is set as the main operator to serve customers, and the automated customer service mode is executed.

[0057] A specific description will be given below with reference to examples of screens displayed on the display device 50 of the operator terminal 16 shown in Figures 7 and 8. Here, the space in which the user terminal 18 is installed will be referred to as a "room." In this example, it is assumed that four user terminals 18 are installed in various locations in the hotel, that is, there are four rooms, numbered 1 to 4.

[0058] As shown in FIG. 7 , a standby screen 100 is displayed on the display device 50 of the operator terminal 16 when the operator terminal 16 is not being used for remote customer service, i.e., when the operator terminal 16 is in standby mode. The standby screen 100 includes four room images 102. Each room image 102 is an image captured by the first camera 76 of the user terminal 18 and represents a room in which the user terminal 18 is installed (more precisely, a room in standby mode). Near each room image 102, for example, below the room, a character string 104 indicating the location of the room corresponding to the room image 102 is displayed. Therefore, the operator can easily recognize (understand) the status of each room, including whether a user is present in the room image 102, from the room image 102 and the character string 104. That is, the operator can monitor the status of each room by viewing the standby screen 100. To achieve this monitoring, the first camera 76 of each user terminal 18 (room) remains enabled even when the user terminal 18 is in standby mode.

[0059] Then, when a call operation is performed on the user terminal 18, that is, when a service request is made, the operator is notified via the central control device 12 that there is a service request. For example, a call mark 106 is displayed on the room image 102 (the first room is illustrated in FIG. 7) corresponding to the user terminal 18 on which the call operation was performed to notify the operator that there is a service request on that user terminal 18. In addition, an appropriate decoration (for example, a red border) indicating that there is a service request is applied to the periphery of the room image 102. This allows the operator to easily recognize that there is a service request on that user terminal 18.

[0060] In this embodiment, the room image 102 corresponding to the user terminal 18 that has made the service request displays an operator (button image) for receiving a response from the operator as to whether or not the user can serve the user terminal 18. For example, an attendant button 108 and a no button 110 are displayed side by side at the bottom of the room image 102.

[0061] The attendant button 108 is an operator for responding to the central control device 12 that the operator is available to serve the user terminal 18. When the attendant button 108 is operated (pressed) by the operator, a notification to that effect is transmitted to the central control device 12, and the user terminal 18 for which the attendant button 108 was operated is selected as the attendant serving the operator terminal 16. Then, instead of the standby screen 100, an operation screen 120 as shown in FIG. 8 is displayed on the display device 50, and the operator terminal 16 and the user terminal 18 are connected. Whether the operator terminal 16 is connected to the user terminal 18 (i.e., serving a customer), that is, the operating status of the operator terminal 16, is stored in the central control device 12. Furthermore, a message indicating that an operator will be available to serve the user terminal 18 is displayed on the display device 70 of the user terminal 18.

[0062] If "available to serve customers" is selected on multiple operator terminals 16, the central control device 12 selects one operator terminal 16 from among the operator terminals 16 that have transmitted responses indicating that they are available to serve customers. The operator terminals 16 that were not selected are notified of this. However, if "available to serve customers" is selected on one operator terminal 16, the other operator terminals 16 may have the service button 108 of the room image 102 set to "unacceptable."

[0063] On the other hand, the Unavailable button 110 is an operator that allows the operator to respond to the central control device 12 that the user terminal 16 is unavailable to serve customers (i.e., will not serve customers). When the Unavailable button 110 is operated by the operator, a message to that effect is transmitted to and stored in the central control device 12. This allows the central control device 12 to accurately determine that the operator terminal 16 is unavailable to serve customers at the user terminal 18.

[0064] 8, an operation screen 120 is displayed on the display device 50 of the operator terminal 16 selected (set) as the customer service subject that will serve the operator terminal 16. The operation screen 120 displays an enlarged room image 122 (the first room is illustrated in FIG. 8) corresponding to the user terminal 18 selected as the customer service partner. Although not shown, this enlarged room image 122 includes an image (user image) captured by the first camera 76 and an image (input device image) captured by the second camera 78. Near the room image 122, for example, at the bottom left, a character string 124 indicating the location of the room corresponding to the room image 122 is displayed. Near the room image 122, for example, at the bottom right, an operator (button image) for accepting an operation from the operator is displayed. In this embodiment, a back button 126, a customer service start button 128, and a customer service end button 130 are displayed side by side below the room image 122. The back button 126 is an operator for closing the operation screen 120 and causing the display device 50 to display the standby screen 100 again (i.e., returning to the standby screen 100). The start customer service button 128 is an operator for starting remote customer service with the user terminal 18 selected as the customer service partner. The end customer service button 130 is an operator for ending remote customer service.

[0065] Furthermore, in this embodiment, even when a customer is currently serving a customer, if a customer service request is received from another user terminal 18, the operator terminal 16 (and thus the operator) is notified of the customer service request via the central control device 12. For example, when a customer service request is received from another user terminal 18, the operation screen 120 displays a room image 102 (the second room is illustrated in FIG. 8) corresponding to the user terminal 18 that made the customer service request to the left of the room image 122 currently serving a customer. As with the standby screen 100 described above, this room image 102 displays a call mark 106, a customer service button 108, and a no button 110.

[0066] When the operation screen 120 is displayed on the display device 50, that is, when a customer is being served, the operator generally operates the disable button 110, and a message to that effect is sent to and stored in the central control device 12. However, even when a customer is being served, if the service is expected to be completed soon, the operator operates the service button 108, connecting the operator terminal 16 and the other user terminal 18 (enabling two-way communication). Then, after the ongoing service ends, the operator operates the service start button 128, immediately starting remote service on the other user terminal 18. Depending on the content of the service, multiple users may be served simultaneously. For example, this may be the case when there is a waiting period for a response from a user. When simultaneous service is possible, the operator operates the service button 108, connecting the operator terminal 16 and the other user terminal 18. Then, using the time waiting for a response from one user, the other user may be served simultaneously remotely.

[0067] Then, as described above, when all operator terminals 16 (or one operator terminal 16 when only one operator terminal 16 is connected to the system 10) have selected "not available for customer service," the central control device 12 connects the user terminal 18 to the automated customer service device 20 and causes the user terminal 18 to perform autonomous customer service using the chatbot function of the automated customer service device 20. In other words, the customer service subject is set to artificial intelligence (AI), and automated customer service is performed by the AI. Note that the automated customer service method using AI can use publicly known technology as appropriate, so a detailed explanation will be omitted.

[0068] Briefly, the automated customer service device 20 of this embodiment executes an automated dialogue program 502c (i.e., a chatbot) that automatically responds to user questions using text, voice, or the like (see FIG. 12). In this context, the chatbot includes not only text-based dialogue but also voice-based dialogue and dialogue using avatar actions (gestures, hand movements, facial expressions, etc.). For example, the automated customer service device 20 (chatbot) automatically answers user questions according to a pre-prepared scenario. In this embodiment, the user can freely input questions using text, voice, or the like, using the input device 68 and microphone 72 of the user terminal 18. The input question is transmitted to the automated customer service device 20. The automated customer service device 20 uses artificial intelligence to extract keywords from the input question and selects an answer based on the extracted keywords. However, the user can also select one question from a predetermined set of questions. In such a case, a pre-prepared answer to the question is automatically selected.

[0069] Although not shown, an avatar image is also displayed on the display device 70 of the user terminal 18 when automated customer service is provided using the automated customer service device 20. In this case, the automated customer service device 20 determines the avatar's behavior based on the selected answer and transmits video data of the determined avatar's behavior to the user terminal 18. The user terminal 18 plays the received video data and displays a screen including the avatar image on the display device 70. The avatar's behavior may be determined by studying captured images of the behaviors performed by a human operator when serving a user. The avatar's behavior may include changes in facial expression, mouth movements, and blinking. The avatar may also be a non-human character, such as an animal or robot character, an animated character, or a game character.

[0070] In this embodiment, the operator is prompted to respond as to whether he or she is available to serve customers. When all operator terminals 16 select "unavailable," the user terminal 18 automatically serves customers using the automated customer service device 20. This allows for attentive customer service, while still providing a human-assisted service. When no operator is available, the system can quickly switch to automated customer service, thereby preventing or reducing stress on users due to waiting. In particular, even if an operator is not currently serving customers, this does not necessarily mean that the operator is available. However, by prompting the operator to respond as to whether he or she is available, the system 10 (central control device 12) can easily grasp the operator's status. Furthermore, the system can handle not only cases where the operator is physically unavailable to serve customers, but also cases where the operator intentionally chooses not to serve customers. This allows for a smooth transition to automated customer service without making users wait until the operator becomes available. Conversely, even when the operator is currently serving customers, the system can switch to automated customer service if the service is expected to be completed soon or if multiple users can be served simultaneously. This allows for flexible responses.

[0071] 9 shows an example of a memory map 200 of RAM 32 built into central control unit 12. As shown in FIG. 9, RAM 32 includes a program storage area 202 and a data storage area 204. The program storage area 202 stores a customer service control program, which is an example of an information processing program executed by central control unit 12 of this embodiment. This customer service control program for central control unit 12 includes a main processing program 202a, a communication program 202b, a customer service availability inquiry program 202c, and a customer service subject setting program 202d.

[0072] The main processing program 202a is a program for executing the main routine of the customer service control processing of the central control device 12 in this embodiment. The communication program 202b is a program for communicating (sending and receiving data, etc.) with external devices such as the operator terminal 16, the user terminal 18, and the automated customer service device 20.

[0073] The service availability inquiry program 202c is a program for, upon receiving a service request from the user terminal 18, sending an inquiry to each operator terminal 16 as to whether the user terminal 18 is available to be served, and receiving (acquiring) a response as to whether the user terminal 18 is available to be served from each operator terminal 16. The service subject setting program 202d is a program for setting a subject of service in the user terminal 18 based on the response as to whether the user terminal 18 is available to be served, received from each operator terminal 16. Specifically, upon receiving a response that the service is available from the operator terminal 16, the service subject setting program 202d determines the operator terminal 16 (and therefore the operator) that sent the response as the service subject, and connects the operator terminal 16 and the user terminal 18. However, upon receiving responses that the service is available from multiple operator terminals 16, one operator terminal 16 is selected from among them. On the other hand, when replies that service is not possible are received from all operator terminals 16, the automatic customer service device 20 (and therefore the artificial intelligence) is determined to be the main customer service entity, and the user terminal 18 is made to perform autonomous customer service using the automatic customer service device 20.

[0074] Although not shown in the figure, the program storage area 202 also stores the operating system and middleware of the central control unit 12, a browser, and other application programs other than the customer service control program of the present application.

[0075] On the other hand, the data storage area 204 stores operator terminal management data 204a, user terminal management data 204b, automated customer service device management data 204c, and the like.

[0076] The operator terminal management data 204a is data related to the operator terminal 16, such as the operating status of the operator terminal 16 (whether or not it is connected to the user terminal 18) and a response to an inquiry about whether or not the user terminal 18 is available for service. The user terminal management data 204b is data related to the user terminal 18, such as whether or not a service request has been sent and the operating status of the user terminal 18 (whether or not it is connected to the operator terminal 16 or the automated customer service device 20). The automated customer service device management data 204c is data related to the automated customer service device 20, such as the operating status of the automated customer service device 20 (whether or not it is connected to the user terminal 18).

[0077] Although not shown in the figure, the data memory area 204 stores other data necessary for the central control unit 12 to execute the customer service control process, and is provided with timers (counters) and flags necessary for executing the customer service control process.

[0078] 10 shows an example of a memory map 300 of the RAM 42 built into the operator terminal 16. As shown in FIG. 10, the RAM 42 includes a program storage area 302 and a data storage area 304. The program storage area 302 stores a customer service control program, which is an example of an information processing program executed by the operator terminal 16 of this embodiment. The customer service control program for the operator terminal 16 includes a main processing program 302a, an operation detection program 302b, a communication program 302c, a display program 302d, a voice detection program 302e, a voice output program 302f, an image capture program 302g, and a remote customer service program 302h.

[0079] The main processing program 302a is a program for executing the main routine of the customer service control process of the operator terminal 16 in this embodiment. The operation detection program 302b is a program for detecting operation data 304a input from the input device 48 in accordance with the operator's operation. The communication program 302c is a program for communicating with external devices such as the central control unit 12 and the user terminal 18. The display program 302d is a program for generating display screen data necessary to display various screens such as the standby screen 100 and the operation screen 120 on the display device 50. The audio detection program 302e is a program for detecting audio using the microphone 52. The audio output program 302f is a program for outputting audio from the speaker 54. The photography program 302g is a program for capturing images (still images or video images) using the camera 56. The remote customer service program 302h is a program for the operator to remotely serve customers using the operator terminal 16. This remote customer service program 302h includes various programs for realizing remote customer service, including an avatar data generation program for generating avatar data.

[0080] Although not shown, the program storage area 302 stores the operating system and middleware of the operator terminal 16, as well as a browser and other application programs other than the customer service control program of the present application.

[0081] Meanwhile, various types of data are stored in the data storage area 304. The various types of data include operation data 304a, image generation data 304b, operator voice data 304c, operator image data 304d, and user terminal data 304e.

[0082] The operation data 304a is data that represents the operation state of the operator with respect to the input device 48 detected by the operation detection program 302b. The image generation data 304b is data such as polygon data and texture data that are used to generate display screen data by the display program 302d. The operator voice data 304c is data of the operator voice detected by the microphone 52. The operator image data 304d is data of the operator image captured by the camera 56. The user terminal data 304e is data that is transmitted to and received from the user terminal 18. The user terminal data 304e includes data such as the user voice, user image, and whether or not a call operation has been performed that is received from the user terminal 18, as well as data such as the operator voice and avatar to be transmitted to the user terminal 18.

[0083] Although not shown in the figure, the data memory area 304 stores other data necessary for the operator terminal 16 to execute the customer service control process, and is provided with timers (counters) and flags necessary for executing the customer service control process.

[0084] 11 shows an example of a memory map 400 of the RAM 62 built into the user terminal 18. As shown in FIG. 11, the RAM 62 includes a program storage area 402 and a data storage area 404. The program storage area 402 stores a customer service control program, which is an example of an information processing program executed by the user terminal 18 of this embodiment. The customer service control program for the user terminal 18 includes a main processing program 402a, an operation detection program 402b, a communication program 402c, a display program 402d, a voice detection program 402e, a voice output program 402f, an imaging program 402g, an operator customer service program 402h, and an AI customer service program 402i.

[0085] The main processing program 402a is a program for executing the main routine of the customer service control process of the user terminal 18 in this embodiment. The operation detection program 402b is a program for detecting operation data 404a input from the input device 68 in accordance with user operation. The communication program 402c is a program for communicating with external devices such as the central control device 12, the operator terminal 16, and the automated customer service device 20. The display program 402d is a program for generating display screen data required to display various screens on the display device 70. The voice detection program 402e is a program for detecting voice using the microphone 72. The voice output program 402f is a program for outputting voice from the speaker 74. The photography program 402g is a program for capturing images (still images or video images) using the first camera 76 and the second camera 78. The operator customer service program 402h is a program for providing remote customer service in cooperation with the operator terminal 16, and includes various programs for realizing remote customer service. The AI ​​customer service program 402i is a program for providing automated customer service using artificial intelligence in cooperation with the automated customer service device 20, and includes various programs for realizing automated customer service.

[0086] Although not shown in the figure, the program storage area 402 stores the operating system and middleware of the user terminal 18, as well as other application programs other than the customer service control processing program of the present application.

[0087] Meanwhile, various types of data are stored in the data storage area 404. The various types of data include operation data 404a, image generation data 404b, user voice data 404c, captured image data 404d, operator terminal data 404e, and automated customer service device data 404f.

[0088] The operation data 404a is data representing the user's operation state on the input device 68 detected by the operation detection program 402b. The image generation data 404b is data such as polygon data and texture data used to generate display screen data by the display program 402d. The user voice data 404c is data of the user voice detected by the microphone 72. The captured image data 404d is data of the user image captured by the first camera 76 and the input device image captured by the second camera 78. The operator terminal data 404e is data transmitted and received between the operator terminal 16. The operator terminal data 404e includes data such as the operator voice and avatar received from the operator terminal 16, as well as data such as the user voice, user image, and whether or not a call operation has been performed to be transmitted to the operator terminal 16. The automated customer service device data 404f is data transmitted and received between the automated customer service device 20. The automated customer service device data 404f includes data such as text data, avatar voice and avatar video received from the automated customer service device 20, and data such as user text data, user voice and user image to be transmitted to the automated customer service device 20.

[0089] Although not shown in the figure, the data storage area 404 stores other data necessary for the user terminal 18 to execute the customer service control process, and is provided with timers (counters) and flags necessary for executing the customer service control process.

[0090] 12 shows an example of a memory map 500 of the RAM 82 built into the automated customer service device 20. As shown in FIG. 12, the RAM 82 includes a program storage area 502 and a data storage area 504. The program storage area 502 stores a customer service control program, which is an example of an information processing program executed by the automated customer service device 20 of this embodiment. The customer service control program for the automated customer service device 20 includes a main processing program 502a, a communication program 502b, an automatic dialogue program 502c, and an action determination program 502d.

[0091] The main processing program 502a is a program for executing the main routine of the customer service control process of the automated customer service device 20 of this embodiment. The communication program 502b is a program for communicating with external devices such as the central control device 12 and the user terminal 18. The automatic dialogue program 502c is a chatbot program for automatically responding (providing customer service) using text display and voice dialogue. For example, the automatic dialogue program 502c generates bot text data 504c in response to user text data received from the user terminal 18 based on the talk script data 504a, and transmits the generated bot text data 504c to the user terminal 18. The action determination program 502d is a program for determining a predetermined action in the bot text data 504c and transmitting video data 504d of an avatar performing the determined action to the user terminal 18.

[0092] On the other hand, the data storage area 504 stores talk script data 504a, user text data 504b, bot text data 504c, video data 504d, and the like.

[0093] The talk script data 504a is data about a talk script for generating answers to user questions. As an example, the talk script is data about user questions and answers to the user questions, and can be generated by machine learning of user questions and human responses to those questions. The user text data 504b is text data about questions entered and sent by a user at the user terminal 18. The bot text data 504c is text data of bot text, i.e., answers, generated based on the talk script data 504a in response to the user text data 504b. The video data 504d is video data about avatar movements determined in accordance with the bot text data 504c. The video data about the movements of each avatar is pre-stored or registered in an auxiliary storage device such as a HDD or ROM, and the data about the determined avatar movements is read from the auxiliary storage device into the RAM 82.

[0094] Although not shown in the figure, the data memory area 504 stores other data necessary for the automatic customer service device 20 to execute the customer service control process, and is provided with timers (counters) and flags necessary for executing the customer service control process.

[0095] 13 is a flow diagram showing an example of the customer service control process of the CPU 30 of the central control device 12. As shown in FIG. 13, when the CPU 30 starts the customer service control process, it first determines in step S1 whether or not a customer service request (call notification) has been received from the user terminal 18. If the answer is "NO" in step S1, that is, if a customer service request has not been received from the user terminal 18, the process waits until a customer service request is received. On the other hand, if the answer is "YES" in step S1, that is, if a customer service request has been received from the user terminal 18, the process proceeds to step S3.

[0096] In step S3, each operator terminal 16 is notified that there is a request to serve from the user terminal 18. In response to this notification, each operator terminal 16 displays a call mark 106 on the display device 50, modifies the room image 102, and also displays a serve button 108 for selecting (answering) that the operator is available to serve a customer and an unavailability button 110 for selecting that the operator is unavailable to serve a customer (see FIGS. 7 and 8).

[0097] In the next step S5, it is determined whether replies indicating whether the operators are available or unavailable to serve customers have been received from all operator terminals 16. If the answer is "NO" in step S5, that is, if replies have not been received from all operator terminals 16, the process waits until replies are received from all operator terminals 16. On the other hand, if the answer is "YES" in step S5, that is, if replies have been received from all operator terminals 16, the process proceeds to step S7.

[0098] In step S7, it is determined whether all of the operator terminals 16 responded that they were unable to serve the customer. If step S7 is "NO," that is, if there is at least one operator terminal 16 that responded that it was able to serve the customer, the process proceeds to step S9. In step S9, the operator terminal 16 and the user terminal 18 are connected. If multiple operator terminals 16 responded that they were able to serve the customer, one operator terminal 16 is selected from among them, and the selected operator terminal 16 is connected to the user terminal 18 that performed the call operation. At this time, a message indicating that an operator will be available to serve the customer is displayed on the display device 70 of the user terminal 18. In addition, an operation screen 120 is displayed on the display device 50 of the operator terminal 16 connected to the user terminal 18, and when the operator performs an operation to start serving the customer, remote service begins. When the process of step S9 is completed, the service control process ends.

[0099] On the other hand, if step S7 returns "YES," that is, if the responses from all operator terminals 16 indicate that service is not possible, the process proceeds to step S11. In step S11, the user terminal 18 is connected to the automated customer service device 20, and the user terminal 18 is caused to perform autonomous customer service using the chatbot function of the automated customer service device 20. In other words, automated customer service using artificial intelligence is performed in the user terminal 18. When the processing of step S11 is completed, the customer service control process ends immediately.

[0100] 13, in step S5, the process waits until responses are received from all operator terminals 16, but if one operator terminal 16 responds that they are available to serve the customer, the process may proceed immediately to step S7. Also, if a predetermined time has elapsed in step S5, the process may proceed to step S7 without waiting until responses are received from all operator terminals 16. In this case, in step S7, if there is no operator terminal 16 that has responded that it is available to serve the customer, the process may proceed to step S11, assuming that responses that it is not available to serve the customer have been received from all operator terminals 16.

[0101] As described above, according to this embodiment, when serving a user using the user terminal 18, priority is given to serving by an operator using the operator terminal 16, and when no operator is available, the system can quickly switch to automatic serving. In addition, since the operator is required to manually respond whether they are available or unavailable, the system 10 can easily grasp the status of the operator and can respond according to the situation.

[0102] Although not described in the above embodiment, when a customer service request is received from the user terminal 18, it takes some time for all operators to respond as to whether they are available to serve the customer. Therefore, it is preferable to execute a standby operation, such as displaying a standby screen on the display device 70 of the user terminal 18, from the time the customer service request is received until all responses are received. In this case, the central control device 12 may acquire the operating status of the operator terminal 16 and selectively change the standby operation of the user terminal 18 depending on the acquired operating status of the operator terminal 16. For example, it is preferable to change the standby screen of the display device 70, such as displaying a relatively short video on the display device 70 when multiple operator terminals 16 are in standby mode, or displaying a questionnaire on the display device 70 when all operator terminals 16 are serving customers. This enables a more situation-specific response (customer service). In this case, the CPU 30 of the central control device 12 also functions as an operating status acquisition means and a standby operation setting means according to the present invention.

[0103] In the above-described embodiment, the display device 50 of the operator terminal 16 displays only one type of "unavailable" button 110, i.e., the operator terminal 16 can accept only one type of "unavailable" message. However, this is not limited to this. The operator terminal 16 may be configured to select from multiple types of "unavailable" messages, and the customer service behavior (processing) of the user terminal 18 using the automated customer service device 20 may be changed depending on the type of "unavailable" message acquired by the central control device 12. For example, multiple types of buttons (such as "unavailable," "unavailable within 3 minutes," "unavailable within 10 minutes," and "closed today") may be displayed on the display device 50 of the operator terminal 16 as controls (buttons) for responding to customer service unavailability. The behavior of the user terminal 18 may be changed in cases such as when there is at least one "unavailable within 3 minutes" response, when there is no "unavailable within 3 minutes" response but there is at least one "unavailable within 10 minutes" response, and in other cases. This allows for a more situation-specific response (customer service). The CPU 30 of the central control device 12 also functions as a customer service behavior changer according to the present invention.

[0104] Furthermore, in the above-described embodiment, the display device 50 of the operator terminal 16 displays the service button 108 and the unavailable button 110, and transmits a response indicating that the operator is unavailable for service each time a service request is received from the user terminal 18. However, this is not limiting. For example, the display device 50 may further display a service unavailable release button that accepts cancellation of the unavailable status, and when the unavailable button 110 is operated, the unavailable status may continue until the unavailable status release button is operated. That is, the operator terminal 16 may be configured to accept cancellation of the unavailable status, and the CPU 30 (service subject setting means) of the central control device 12 may validate the unavailable status response from the operator terminal 16 (operator) until cancellation of the unavailable status is accepted. Furthermore, the service end button 130 shown in FIG. 8 may also serve as a service unavailable release button, and the unavailable status may continue until the service end button 130 is operated. This reduces the operator's effort of transmitting a service unavailable response each time a service request is received from the user terminal 18.

[0105] Furthermore, in the above embodiment, when a customer service request is received from the user terminal 18, the operator is made to manually reply whether they are available or unavailable to serve customers, but if all operator terminals 16 are serving customers (connected to the user terminal 18), the system may immediately switch to automatic service. However, as described above, the system 10 (central control device 12) cannot reliably grasp the status of the operators, so it is preferable to have the operator manually reply whether they are available or unavailable to serve customers.

[0106] In the above embodiment, the system 10 is applied to a hotel, but the system 10 is not limited to any particular environment as long as it is capable of providing online customer service, and can also be applied to train stations, bus terminals, airports, hospitals, government offices, shopping malls, etc.

[0107] In the above-described embodiment, the central control device 12 and the automated customer service device 20 are provided separately, but the central control device 12 and the automated customer service device 20 may be combined into one device. Furthermore, the user terminal 18 itself may have a chatbot function (i.e., store an automatic dialogue program). In other words, the user terminal 18 may also function as the automated customer service device 20.

[0108] Furthermore, the order of the steps in the flow charts shown in the above embodiments can be changed if the same results are obtained. Also, the various screens and specific numerical values ​​shown in this specification and drawings are merely examples and can be changed as needed. [Explanation of symbols]

[0109] 10. Online customer service system 12...Central control unit 14...Network 16...Operator terminal 18...User terminal 20...Automatic customer service device

Claims

1. An online customer service system including a central control device, one or more user terminals used by users, and one or more operator terminals used by human operators who serve the users, The system further includes one or more automated customer service devices having a chatbot function capable of automatically serving the user, The central control unit a response acquisition means for, when a service request is received from the user terminal, notifying an operator using the operator terminal of the presence of the service request and acquiring a response input by the operator indicating whether service is available or unavailable from the operator terminal; An online customer service system comprising: a customer service subject setting means that, when the response acquisition means acquires the response indicating that service is available, connects the operator terminal that sent the response indicating that service is available to the user terminal; and, when the response acquisition means acquires the responses indicating that service is not available from all of the operator terminals, causes the user terminal to perform autonomous customer service using the automatic customer service device.

2. The central control unit an operating status acquisition means for acquiring an operating status of the operator terminal; and The online customer service system of claim 1 further comprises a standby operation setting means for changing the content of the standby operation of the user terminal from the time the customer service request is made from the user terminal until the response acquisition means acquires responses from all of the operator terminals, depending on the operating status of the operator terminal acquired by the operating status acquisition means.

3. The type of the service unavailable state acquired by the response acquisition means can be selected from a plurality of types of service unavailable state on the operator terminal, The online customer service system of claim 1 or 2, wherein the central control device further includes a customer service operation change means for changing the content of the customer service operation of the user terminal using the automated customer service device depending on the type of customer service unavailable state acquired by the response acquisition means.

4. The operator terminal can accept the cancellation of the unavailability of service, 3. The online customer service system according to claim 1, wherein the customer service subject setting means keeps the response from the operator terminal indicating that the customer service is unavailable valid until the response acquisition means acquires a cancellation of the response unavailable.

5. A control program executed by a central control device of an online customer service system including one or more user terminals used by users, one or more operator terminals used by human operators who serve the users, and one or more automatic customer service devices having a chatbot function that can automatically serve the users, a processor of the central control unit; a response acquisition means for, when a service request is received from the user terminal, notifying an operator using the operator terminal of the presence of the service request and acquiring a response input by the operator indicating whether service is available or unavailable from the operator terminal; A control program that, when the response acquisition means acquires the response that service is available, connects the operator terminal that sent the response that service is available to the user terminal, and when the response acquisition means acquires the responses that service is not available from all the operator terminals, executes a customer service subject setting means that causes the user terminal to perform autonomous customer service using the automatic customer service device.

6. A control method in a central control device of an online customer service system including one or more user terminals used by users, one or more operator terminals used by human operators who serve the users, and one or more automatic customer service devices having a chatbot function that automatically serves the users, The processor of the central control unit When a customer service request is received from the user terminal, the system notifies the operator using the operator terminal of the customer service request, and obtains a response input by the operator indicating whether the customer service is available or unavailable from the operator terminal; and A control method in which, when the answer indicating that service is available is obtained from the operator terminal, the operator terminal that sent the answer indicating that service is available is connected to the user terminal, and when the answer indicating that service is not available is obtained from all the operator terminals, the user terminal is caused to perform autonomous service using the automatic customer service device.

Images