Automated telephone answering system and automated telephone answering program

Abstract

This invention provides an automated telephone response system and program that prevents negative user perception by only offering chat support when it is available, and reduces the burden on operators by automatically determining whether or not chat support is available. [Solution] In an automated voice response system that automatically answers phone calls, if the chat support availability retention unit maintains that chat support is available, the system sends a message containing a URL generated by the URL generation unit to the user, and if the chat support availability retention unit maintains that chat support is not available, the system does not send a message containing a URL generated by the URL generation unit to the user.

Description

Technical Field

[0001] The present invention relates to a technology that automatically answers incoming calls and automatically performs message transmission and automatic voice response according to the form of received voice, DTMF signals, and transmitted messages.

Background Art

[0002] There are many companies that provide customer support by phone. One of them is to perform automatic voice response, react to specific DTMF signals during a call to send a message, and guide the call to chat support. This can reduce the burden of phone response and efficiently support many customers.

[0003] In such an automatic response support form, there may be a case where a message guiding the call to chat support is sent even when the system cannot handle chat support. In this case, even if the customer accesses the chat support page described in the message, they may not be able to actually receive support, which may damage the impression from the customer.

[0004] Regarding systems related to combining automatic voice and message transmission, the following technologies are known. Patent Document 1 discloses a system that obtains text corresponding to input information entered by a user for an automatic voice and sends a text message to the user's mobile phone number. Patent Document 2 discloses a system that, when unable to respond to a callback request from a caller, conveys that fact to the user's phone by automatic voice or sends an email to the user's PC.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Patent Document 2

[0006] While these technologies allow for modification of message content based on received voice and DTMF signals, they do not include technology to reflect in the message whether or not chat support is available. Furthermore, the purpose of the invention is limited to facilitating quick telephone communication with agents and does not include reducing the burden on agents or operators.

[0007] This invention aims to prevent a deterioration in user perception by only providing chat support guidance when chat support is available, and to reduce the burden on operators by having the system automatically determine whether or not an operator is available for chat support. [Means for solving the problem]

[0008] The telephone automated answering system of the present invention is An automated telephone answering system that automatically answers calls from users, A chat screen display unit that shows a chat screen for users to receive chat support, A chat support availability status maintenance unit that maintains the status of whether chat support is available, A chat support availability display unit displays the chat support availability status held by the chat support availability holding unit on the chat screen displayed by the chat screen display unit, A URL generation unit that generates a URL for displaying the chat screen that the chat screen display unit will display, A message sending unit that sends a message to the user's mobile phone number, The system includes a chat support automatic response processing rule holding unit that holds a sequence of voice and DTMF signals received from the user, the timing of the reception of the voice and DTMF signals, and rules for processing automatic responses to the chat support availability status held in the chat support availability holding unit. The automated response process is a combination of multiple processes, and one of these processes is characterized by including the following: if the chat support availability retention unit maintains that chat support is available, a message containing the URL generated by the URL generation unit is sent to the user; and if the chat support availability retention unit maintains that chat support is not available, a message containing the URL generated by the URL generation unit is not sent to the user.

[0009] This feature allows for the automated response to be modified by changing the wording of the message sent or altering the IVR voice depending on whether chat support is available. This ensures that users are only directed to chat support when it is actually possible to provide assistance.

[0010] The telephone automated answering system of the present invention is An operator chat support availability receiving unit that receives the chat support availability status from two or more operators providing chat support, The aforementioned operator chat support availability receiving unit includes an operator chat support availability holding unit that holds the chat support availability status for each operator received, The chat support availability retention unit is characterized by retaining, as a chat support availability status, whether or not there are operators available to provide chat support, as held by the operator chat support availability retention unit.

[0011] This feature allows the system to check the availability of each operator when multiple operators are available, and if no operator is available, it will not direct the user to chat support. It also allows the system to display "offline" on the user's chat screen.

[0012] The telephone automated answering system of the present invention is An automated telephone answering system that automatically answers calls from users, A URL storage unit that holds the URL of the website where users can receive chat support, A message sending unit that sends a message to the user's mobile phone number, A chat support availability display condition holding unit that holds the conditions for displaying when chat support is available on the website, A chat support availability status maintenance unit that maintains the status of whether or not chat support is available, A chat support availability determination unit, which checks whether the display of the website meets the conditions for displaying chat support, and determines the status of chat support availability, stores this information in the chat support availability holding unit. The system includes a chat support automatic response processing rule holding unit that holds a sequence of voice and DTMF signals received from the user, the timing of the reception of the voice and DTMF signals, and rules for processing automatic responses to the chat support availability status held in the chat support availability holding unit. The automated response process is a combination of several processes, and one of these processes is characterized by including the following: if the chat support availability status

[0013] This feature allows users to access websites with chat support, check if an operator is online, and only direct them to chat if an operator is available. This prevents the negative impression that can arise if a chat support operator is unavailable.

[0014] An automated telephone answering program that automatically answers calls from users, A chat screen display process that shows a chat screen for users to receive chat support, A chat support availability status retention process that maintains the status of whether chat support is available, A chat support availability display process that displays the state of chat support availability held by the chat support availability holding process on the chat screen displayed by the chat screen display process, A URL generation process that generates a URL for displaying the chat screen displayed by the chat screen display process, A message sending process that sends a message to the user's mobile phone number, A program for executing a chat support automatic response process rule holding process that holds rules for automatic response processing for the voice, DTMF signal sequence received from the user, the timing of receiving the voice or DTMF signal, and the state of chat support availability held by the chat support availability holding process. The automatic response process is a combination of multiple processes. As one of the processes, when the chat support availability holding process holds that chat support is available, a message including the URL generated by the URL generation process is sent to the user, and when the chat support availability holding process holds that chat support is not available, a message including the URL generated by the URL generation process is not sent to the user. A telephone automatic response program characterized by including such a process.

[0015] A telephone automatic response program that automatically responds to a call from a user, A URL holding process that holds the URL of the website for the user to receive chat support, A message sending process that sends a message to the user's mobile phone number, A chat support available display condition holding process that holds the display conditions when chat support is available on the website, A chat support availability holding process that holds the state of whether chat support is available or not, A chat support availability determination process that examines whether the display of the website satisfies the display conditions when chat support is available and determines the state of whether chat support is available or not, and holds it in the chat support availability holding process. A program for executing a chat support automatic response processing rule holding process that holds rules for automatic response processing for the state of chat support availability held in the chat support availability holding process, the sequence of voice or DTMF signals received from a user, the timing of receiving the voice or DTMF signals, The automatic response processing is a combination of a plurality of processes, As one of the processes, when the chat support availability holding process holds that chat support is available, a message including the URL held by the URL holding process is transmitted to the user, and when the chat support availability holding process holds that chat support is not available, a message including the URL held by the URL holding process is not transmitted to the user A telephone automatic response program characterized by including such a process.

[0016] According to this feature, a computer can be operated as a telephone automatic response program.

Effects of the Invention

[0017] According to the present invention, there is provided a telephone automatic response system that guides chat support through a message only when chat support is possible, prevents the user's impression from deteriorating, and further enables the system to automatically determine the availability of chat support for an operator, thereby reducing the burden on the operator, and a telephone automatic response program that causes a computer to function as the telephone automatic response system of the present invention.

Brief Description of the Drawings

[0018] [Figure 1] FIG. 1 is a diagram showing the configuration of a telephone automatic response system 1 in the first embodiment. [Figure 2] FIG. 2 is a diagram showing an example of a screen displayed on the chat screen display unit 11. [Figure 3] FIG. 3 is a diagram showing information held by the chat support availability holding unit 12. [Figure 4]Figure 4 shows an example of a screen displayed by the chat support availability display unit 13. [Figure 5] Figure 5 is a flowchart showing the process of automatic response processing held by the chat support automatic response processing rule holding unit 16. [Figure 6] Figure 6 shows an example of a message sent by the message transmission unit 15. [Figure 7] Figure 7 shows the information held by the operator chat support availability retention unit 18. [Figure 8] Figure 8 shows the configuration of the automated telephone answering system 1 in the second embodiment. [Modes for carrying out the invention]

[0019] The following describes examples of the first embodiment of the present invention. (Example: First Embodiment)

[0020] Figure 1 shows the configuration of the automated telephone answering system 1 in the first embodiment.

[0021] The automated telephone answering system 1 is connected to the operator 2 and the user terminal 3 via a communication network.

[0022] Communication networks include telephone networks, dedicated lines, LANs (Local Area Networks), and the Internet, and may also be combinations of these.

[0023] The automated telephone response system 1 includes a chat screen display unit 11, a chat support availability / retention unit 12, a chat support availability / retention display unit 13, a URL generation unit 14, a message sending unit 15, a chat support automated response processing rule retention unit 16, an operator chat support availability / retention unit 17, and an operator chat support availability / retention unit 18.

[0024] The devices that perform the processing corresponding to each component of the automated telephone response system 1 (chat screen display unit 11, chat support availability retention unit 12, chat support availability display unit 13, URL generation unit 14, message sending unit 15, automated chat support response processing rule retention unit 16, operator chat support availability receiving unit 17, operator chat support availability retention unit 18) may be located in physically separate locations.

[0025] The chat screen display unit 11 displays a chat screen for the user to receive chat support.

[0026] The chat support availability / retention unit 12 maintains the status of whether chat support is available or not.

[0027] The chat support availability display unit 13 displays the chat support availability status, which is held by the chat support availability retention unit 12, on the chat screen displayed by the chat screen display unit 11.

[0028] The URL generation unit 14 generates a URL for displaying the chat screen.

[0029] The message sending unit 15 sends an SMS to the user's mobile phone number.

[0030] The chat support automatic response processing rule holding unit 16 holds the sequence of voice and DTMF signals received during a call from a certain phone number, the timing of the reception of the voice and DTMF signals, and the rules for processing an automatic response based on the chat support availability status held in the chat support availability holding unit 12.

[0031] The operator chat support availability receiving unit 17 receives chat support availability status from two or more operators providing chat support.

[0032] The operator chat support availability holding unit 18 holds the chat support availability status for each operator received by the operator chat support availability receiving unit 17. (First embodiment: URL transmission)

[0033] The following is an example of the process when considering support via chat using the automated telephone response system 1.

[0034] Figure 2 shows an example of a screen displayed by the chat screen display unit 11.

[0035] The chat screen display unit 11 displays a chat screen for the user to receive chat support.

[0036] Figure 3 shows the information held by the chat support availability / retention unit 12.

[0037] The chat support availability retention unit 12 maintains the status "Available" for the chat support "CTI Chat Support".

[0038] Figure 4 shows an example of a screen displayed by the chat support availability display unit 13.

[0039] The chat support availability display unit 13 displays "CTI chat support (in progress)" on the chat screen displayed by the chat screen display unit 11 when the chat support availability retention unit 12 holds "available".

[0040] The URL generation unit 14 generates the URL "https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" for displaying the chat screen.

[0041] Figure 5 is a flowchart showing the process of automatic response processing held by the chat support automatic response processing rule holding unit 16.

[0042] The chat support automated response processing rule holding unit 16 receives the voice "yes" or the sequence of DTMF signals "1" during a call from the phone number "08012345678". If the timing of receiving the voice or DTMF signals is "playing automated voice 11", the chat support availability status held in the chat support availability holding unit 12 is checked. If the status is "available", the unit holds the rule to send the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use chat support from the link below: https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" which includes a URL generated by the URL generation unit 14. If the status is "unavailable", the unit holds the rule to send the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question.".

[0043] Figure 6 shows the message sent by the message transmission unit 15.

[0044] The message sending unit 15 refers to the chat support automated response processing rule holding unit 16. If the chat support availability holding unit 12 holds "Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use the chat support link below: https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" to "08012345678". If it holds "Not Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question." to the mobile phone number "08012345678".

[0045] This embodiment may be modified so that, if the user's phone number is a landline, a guidance message saying "Please enter your mobile phone number" is played, and a message for mobile phone numbers is sent to the received mobile phone number. (First embodiment: SMS transmission when multiple operators are present)

[0046] The following is an example of the process when considering support via chat using the automated telephone response system 1.

[0047] The chat screen display unit 11 displays a chat screen for the user to receive chat support.

[0048] The operator chat support availability receiving unit 17 receives the chat support availability status, "Support Available" and "Support Not Available," from operator A and operator B, respectively.

[0049] Figure 7 shows the information held by the operator chat support availability retention unit 18.

[0050] The operator chat support availability holding unit 18 holds the chat support availability status for each operator 2, "Operator A: Support available", "Operator B: Support unavailable", which is received by the operator chat support availability receiving unit 17.

[0051] The chat support availability holding unit 12 maintains the status "Available" for chat support "CTI chat support" because one or more operators 2 maintain the status "Available" for chat support availability.

[0052] The chat support availability display unit 13 displays "CTI chat support (in progress)" on the chat screen displayed by the chat screen display unit 11 when the chat support availability retention unit 12 holds "available".

[0053] The URL generation unit 14 generates the URL "https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" for displaying the chat screen.

[0054] The chat support automated response processing rule holding unit 16 receives the voice "yes" or the sequence of DTMF signals "1" during a call from the phone number "08012345678". If the timing of receiving the voice or DTMF signals is "playing automated voice 11", the chat support availability status held in the chat support availability holding unit 12 is checked. If the status is "available", the unit holds the rule to send the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use chat support from the link below: https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" which includes a URL generated by the URL generation unit 14. If the status is "unavailable", the unit holds the rule to send the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question.".

[0055] The message sending unit 15 refers to the chat support automated response processing rule holding unit 16. If the chat support availability holding unit 12 holds "Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use the chat support link below: https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" to "08012345678". If it holds "Not Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question." to the mobile phone number "08012345678".

[0056] The following describes an example of the second embodiment of the present invention. (Example: Second Embodiment)

[0057] Figure 8 shows the configuration of the automated telephone answering system 1 in the second embodiment.

[0058] Communication networks include telephone networks, dedicated lines, LANs (Local Area Networks), and the Internet, and may also be combinations of these.

[0059] The automated telephone response system 1 includes a chat support availability storage unit 12, a message sending unit 15, a chat support automated response processing rule storage unit 16, a URL storage unit 111, a chat support availability display condition storage unit 112, and a chat support availability determination unit 113.

[0060] The devices that perform the processing corresponding to each component of the automated telephone response system 1 (chat support availability holding unit 12, message sending unit 15, automated chat support response processing rule holding unit 16, URL holding unit 111, chat support availability display condition holding unit 112, chat support availability determination unit 113) may be located in physically separate locations.

[0061] The URL storage unit 111 stores the URL of the website where the user can receive chat support.

[0062] The chat support availability display condition retention unit 112 retains the conditions for displaying chat support on the website when it is available.

[0063] The chat support availability determination unit 113 checks whether the display of the website meets the conditions for displaying chat support, and stores the chat support availability status in the chat support availability retention unit 12. (Second embodiment: Availability of chat support)

[0064] The following is an example of the process when considering support via chat using the automated telephone response system 1.

[0065] The URL storage unit 111 stores the URL "https: / / ○○" of the website where the user receives chat support.

[0066] The chat availability display condition retention unit 112 retains the display condition for when operator 2 is available to provide support: "The chat screen on the website "https: / / ○○" displays 'Available to provide support'."

[0067] The chat support availability retention unit 12 maintains the status of "available" as the availability of chat support.

[0068] The chat support availability determination unit 113 refers to the chat support availability display condition retention unit 112 and determines the chat support availability status to be "available" if "Support Available" is displayed on the chat screen of the website "https: / / ○○".

[0069] The chat support automated response processing rule holder 16 receives the voice "yes" or the sequence of DTMF signals "1" during a call from the phone number "08012345678". If the timing of receiving the voice or DTMF signals is "playing automated voice 11", the chat support availability status held in the chat support availability status holder 12 is checked. If it is "available", the rule holds the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use chat support from the link below: https: / / ○○" which includes the URL held in the URL holder 111. If it is "unavailable", the rule holds the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding in order. Please reply with your question." which is used for automated response processing.

[0070] The message sending unit 15 refers to the chat support automated response processing rule holding unit 16. If the chat support availability holding unit 12 holds "Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question. Chat support is also available now. If you are in a hurry, please use the chat support link below: https: / / ○○" to "08012345678". If it holds "Not Available", it sends the message "This is an automated response message from CTI support. We apologize for not being able to answer your call. We are responding to inquiries in order. Please reply with your question." to the mobile phone number "08012345678". [Industrial applicability]

[0071] This invention relates to an automated telephone response system and program that, when chat support is available, guides the user to chat support via message, preventing a negative impression of the user. Furthermore, it reduces the burden on operators by automatically determining whether or not they are available for chat support. This system is intended for use by companies providing customer support. [Explanation of symbols]

[0072] 1. Automated telephone answering system 11 Chat screen display section 12. Chat Support Availability Department 13. Chat support availability indicator 14 URL generation section 15 Message sending section 16 Chat support automated response processing rule retention unit 17 Operator chat support availability (receiving department) 18 Operator Chat Support Availability Maintenance Section 111 URL holding section 112 Chat support available display condition retention unit 113 Chat support availability determination unit 2 Operators 3 User terminals

Claims

1. An automated telephone answering system that automatically answers calls from users, A chat screen display unit that shows a chat screen for users to receive chat support, A chat support availability status maintenance unit that maintains the status of whether chat support is available, A chat support availability display unit displays the chat support availability status held by the chat support availability holding unit on the chat screen displayed by the chat screen display unit, A URL generation unit generates a URL for displaying the chat screen that the chat screen display unit will display, A message sending unit that sends a message to the user's mobile phone number, The system includes a chat support automatic response processing rule holding unit that holds a sequence of voice and DTMF signals received from the user, the timing of the reception of the voice and DTMF signals, and rules for processing automatic responses based on the chat support availability status held in the chat support availability holding unit. The automated response process is a combination of several processes, one of which is that if the chat support availability retention unit maintains that chat support is available, a message containing the URL generated by the URL generation unit is sent to the user; and if the chat support availability retention unit maintains that chat support is not available, a message containing the URL generated by the URL generation unit is not sent to the user. An automated telephone answering system characterized by including the following.

2. An operator chat support availability receiving unit that receives the chat support availability status from two or more operators providing chat support, The aforementioned operator chat support availability receiving unit includes an operator chat support availability holding unit that holds the chat support availability status for each operator received, The chat support availability retention unit maintains, as the chat support availability status, whether or not there are operators available to provide chat support, as held by the operator chat support availability retention unit. The telephone automated response system according to claim 1, characterized by the following:

3. An automated telephone answering system that automatically answers calls from users, A URL storage unit that holds the URL of the website where users can receive chat support, A message sending unit that sends a message to the user's mobile phone number, A chat support availability display condition holding unit that holds the conditions for displaying when chat support is available on the website, A chat support availability status maintenance unit that maintains the status of whether or not chat support is available, A chat support availability determination unit, which checks whether the display of the website meets the conditions for displaying chat support, and determines the status of chat support availability, stores this information in the chat support availability holding unit. The system includes a chat support automatic response processing rule holding unit that holds a sequence of voice and DTMF signals received from the user, the timing of the reception of the voice and DTMF signals, and rules for processing automatic responses based on the chat support availability status held in the chat support availability holding unit. The automated response process is a combination of several processes, one of which is to send a message containing the URL held by the URL held by the URL held by the chat support availability unit to the user if the chat support availability unit holds that chat support is available, and not send a message containing the URL held by the URL held by the URL held by the URL held by the user if the chat support availability unit holds that chat support is not available. An automated telephone answering system characterized by including the following.

4. An automated telephone answering program that automatically answers calls from users, A chat screen display process that shows a chat screen for users to receive chat support, A chat support availability status retention process that maintains the status of whether chat support is available, A chat support availability display process that displays the chat support availability status held by the chat support availability retention process on the chat screen displayed by the chat screen display process, The aforementioned chat screen display process generates a URL for displaying the chat screen, A message sending process that sends a message to the user's mobile phone number, A program for executing a chat support automatic response rule retention process that retains a sequence of audio and DTMF signals received from a user, the timing of the reception of the audio and DTMF signals, and rules for processing automatic responses to the chat support availability status held in the chat support availability retention process, The automated response process is a combination of several processes, one of which is to send a message containing the URL generated by the URL generation process to the user if the chat support availability status check process indicates that chat support is available, and not send a message containing the URL generated by the URL generation process to the user if the chat support availability status check process indicates that chat support is not available. A telephone automated response program characterized by including the following:

5. An automated telephone answering program that automatically answers calls from users, A URL storage process that stores the URL of the website where users can receive chat support, A message sending process that sends a message to the user's mobile phone number, A chat support availability display condition retention process that retains the conditions for displaying chat support on the website when it is available, A chat support availability status maintenance process that maintains the status of whether or not chat support is available, The chat support availability determination process, which checks whether the display of the website meets the conditions for displaying chat support, and determines the status of chat support availability, is stored in the chat support availability storage process, A program for executing a chat support automatic response rule retention process that retains a sequence of audio and DTMF signals received from a user, the timing of the reception of the audio and DTMF signals, and rules for processing automatic responses to the chat support availability status held in the chat support availability retention process, The automated response process is a combination of several processes, one of which is to send a message containing the URL held by the URL holding process to the user if the chat support availability status holding process indicates that chat support is available, and not send a message containing the URL held by the URL holding process to the user if the chat support availability status holding process indicates that chat support is not available. A telephone automated response program characterized by including the following:

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