User assistance device, user assistance method, and program

Abstract

Previously, it was difficult to properly assist users with information input because it was not possible to send the appropriate screen based on voice information from the user to the user's terminal. [Solution] The user support device 1 comprises a screen management unit 111 which stores one or more screen management pieces of information that associate screen transmission conditions, which are the conditions for transmitting screen information, with screen information; a voice receiving unit 121 which receives user voice information, which is voice information transmitted from the user terminal 2; an analysis unit 131 which detects screen transmission conditions that match the analysis results obtained by analyzing the user voice information received by the voice receiving unit 121; a screen acquisition unit 135 which acquires screen information that corresponds to the screen transmission conditions detected by the analysis unit 131; and a screen transmission unit 141 which transmits the screen information acquired by the screen acquisition unit 135 to the user terminal 2. This allows the user to receive appropriate support by transmitting an appropriate screen to the user's terminal based on voice information from the user.

Description

Technical Field

[0001] The present invention relates to a user support device that analyzes voice information of a user and transmits screen information to the user terminal of the user.

Background Art

[0002] Conventionally, there has been a call center system that can provide high customer satisfaction (see Patent Document 1). Such a system includes a switch that receives communication from a customer, a telephone reception device that stores at least the communication content from the customer, an operator terminal that is connected to the telephone reception device, displays a customer support screen for the customer, and transfers the communication from the customer received by the switch to the reception or one of a plurality of predetermined transfer destinations, and an engineer terminal that is the transfer destination and displays the customer support screen. The call center system includes a text data conversion mechanism that converts the communication content from the customer stored in the telephone reception device into text data, a text data storage mechanism that stores the text information converted into text data by the text data conversion mechanism, and an extraction mechanism that extracts communication including a preset keyword from the text data stored in the text data storage mechanism.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the prior art, it was not easy to appropriately support the user because an appropriate screen based on the voice information from the user could not be transmitted to the user terminal of the user.

Means for Solving the Problems

[0005] The user support device of the first invention comprises: a screen management unit that stores one or more screen management pieces of information which associate screen transmission conditions, which are conditions for transmitting screen information relating to a screen, with screen information; a voice receiving unit that receives user voice information which is voice information transmitted from the user's user terminal; an analysis unit that analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions which match the analysis results; a screen acquisition unit that acquires screen information which corresponds to the screen transmission conditions detected by the analysis unit; and a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.

[0006] This configuration allows for the transmission of appropriate screens to the user's terminal based on voice information from the user, thereby enabling appropriate support for the user.

[0007] Furthermore, the user support device of this second invention is a user support device in which, compared to the first invention, the screen transmission conditions are based on the user's input status to the screen corresponding to the analysis results or screen information.

[0008] This configuration allows for the transmission of appropriate screens to the user's terminal based on voice information or screen input from the user, thereby enabling appropriate support for the user.

[0009] Furthermore, the user support device of this third invention, compared to the second invention, has screen transmission conditions that are conditions based on analysis results and input status, and further comprises an input receiving unit that receives user input information for the screen based on screen information transmitted by the screen transmission unit, and the analysis unit comprises a voice analysis means that analyzes user voice information received by a voice receiving unit and obtains analysis results, a status acquisition means that obtains input status based on input information received by the input receiving unit, and a screen condition determination means that detects screen transmission conditions that match the analysis results and input status.

[0010] This configuration allows for the transmission of appropriate screens to the user's terminal based on voice information and screen input from the user, thereby enabling appropriate support for the user.

[0011] Furthermore, the user support device of this fourth invention is a user support device that, in addition to any one of the first to third inventions, has the following features: the voice information is voice information made by the user to a call center; the device further comprises a call center status acquisition unit that acquires the call center status which identifies the status of the call center; a dialogue status acquisition unit that acquires the dialogue status which is the congestion of other means of communication other than telephone used by the user; or an attribute value acquisition unit that acquires one or more user attribute values ​​corresponding to the user voice information from a user management unit which stores one or more user information having one or more user attribute values ​​paired with a user identifier; and the screen acquisition unit is a user support device that acquires different screen information based on one or more types of information from the call center status, dialogue status and one or more user attribute values.

[0012] This configuration allows the user to be provided with an appropriate screen based on the status of the call center, the congestion of other communication methods, or user attribute values.

[0013] Furthermore, the user support device of the fifth invention, compared to the first invention, further comprises a support information management unit which stores one or more support management pieces of information which associate information transmission conditions which are conditions relating to the user's input status on the screen and are conditions for transmitting information to a user terminal with source information which is the source of the information to be transmitted; an input receiving unit which receives user input information on the screen based on screen information transmitted by the screen transmission unit; an analysis unit which comprises a status acquisition means which acquires the input status based on the input information received by the input receiving unit, an information condition determination means which detects information transmission conditions which match the input status acquired by the status acquisition means; a support information acquisition unit which acquires support information based on source information which is associated with the information transmission conditions detected by the information condition determination means; and a support information transmission unit which transmits the support information acquired by the support information acquisition unit to a user terminal.

[0014] This configuration allows the system to provide users with appropriate information using the information they are currently entering on the screen.

[0015] Furthermore, the user support device of the sixth invention, in contrast to the fifth invention, is a user support device in which the support information transmission unit transmits audio information of the support information to the user terminal, or transmits the support information so that it is output on the screen of the user terminal.

[0016] With this configuration, the system can use the user's input on the screen to provide the user with appropriate information via voice or on-screen display.

[0017] Furthermore, the user support device of the seventh invention is a user support device that, in addition to any one of the first to sixth inventions, has a screen acquisition unit that acquires screen information including a URL for accessing the screen from a user terminal, and a screen transmission unit that transmits the screen information to the user terminal via short message.

[0018] This configuration allows for the transmission of appropriate screens to the user's terminal based on voice information from the user, thereby enabling appropriate support for the user. [Brief explanation of the drawing]

[0019] [Figure 1] Conceptual diagram of information system A in Embodiment 1 [Figure 2] Block diagram of the same information system A [Figure 3] Block diagram of the user support device 1. [Figure 4] A flowchart illustrating an example of the operation of the user support device 1. [Figure 5] A flowchart illustrating an example of the same speech analysis process. [Figure 6] A flowchart illustrating an example of the screen acquisition process. [Figure 7] A flowchart illustrating an example of the screen configuration process. [Figure 8]Flowchart for explaining an example of support information acquisition processing [Figure 9] Diagram showing an example of the same screen management table [Figure 10] Diagram showing an example of the same support information management table [Figure 11] Diagram showing an example of the same user management table [Figure 12] Block diagram of the same computer system

Mode for Carrying Out the Invention

[0020] Hereinafter, embodiments of a user support device and the like will be described with reference to the drawings. In the embodiments, components denoted by the same reference numerals perform the same operations, so the description may be omitted again.

[0021] (Embodiment 1) In this embodiment, a user support device that receives voice information of a user by phone, analyzes the voice information, and transmits the screen information corresponding to the analysis result to the user terminal will be described. In this embodiment, it is preferable that the screen information transmitted to the user terminal is different according to the situation of the call center, the situation of the system, or the user attribute value or the like.

[0022] In this embodiment, a user support device that acquires information during input to a screen by a user and outputs voice or information on the screen to the user terminal according to the situation of the input will be described.

[0023] In this specification, the fact that information X is associated with information Y means that information Y can be acquired from information X or information X can be acquired from information Y, and the method of the association is not limited. Information X and information Y may be linked, may exist in the same buffer, information X may be included in information Y, or information Y may be included in information X, etc.

[0024] Furthermore, in this specification, selecting or determining information Z means obtaining information Z, obtaining a pointer to information Z, obtaining the ID of information Z, setting a flag on information Z, etc., and it is sufficient to be able to access information Z.

[0025] Figure 1 is a conceptual diagram of information system A in this embodiment. Information system A comprises a user support device 1, one or more user terminals 2, one or more operator terminals 3, and one or more generation AI devices 4.

[0026] User assistance device 1 is typically a server. User assistance device 1 may be, for example, a cloud server or an ASP server, but its type is not limited.

[0027] User terminal 2 is the terminal used by the user. The user is, for example, someone who makes an inquiry by voice. The user is, for example, someone who makes an inquiry by calling a call center. The subject is, for example, a product or a service, but is not limited to that. The means of inquiry is telephone, video conferencing, etc.

[0028] Operator terminal 3 is a terminal used by the operator. An operator is someone who answers user inquiries. An operator is, for example, a call center operator.

[0029] User terminal 2 and operator terminal 3 can be, for example, smartphones, mobile phones, so-called personal computers, tablet devices, or landline phones, but the type is not limited. It is preferable that user terminal 2 and operator terminal 3 have a display and a speaker.

[0030] The generation AI device 4 is a device that has the functionality of a generation AI. In this context, the generation AI device 4 typically has the functionality of a text generation AI. The generation AI may be, for example, ChatGPT or Google Bard, but is not limited to that. Note that Google is a registered trademark. The generation AI device 4 may be, for example, a cloud server or an ASP server, but is not limited to that type. The generation AI device 4 will be referred to as the generation AI as appropriate. Furthermore, the user assistance device 1 may also have the functionality of a generation AI. In such a case, the generation AI device 4 is not required for information system A.

[0031] Figure 2 is a block diagram of information system A in this embodiment. Figure 3 is a block diagram of user support device 1.

[0032] The user support device 1 comprises a storage unit 11, a receiving unit 12, a processing unit 13, and a transmitting unit 14. The storage unit 11 comprises a screen management unit 111, a support information management unit 112, and a user management unit 113. Note that the screen management unit 111, the support information management unit 112, and the user management unit 113 may reside in an external device not shown. The receiving unit 12 comprises a voice receiving unit 121 and an input receiving unit 122. The processing unit 13 comprises an analysis unit 131, an attribute value acquisition unit 132, a call center status acquisition unit 133, a dialogue status acquisition unit 134, a screen acquisition unit 135, and a support information acquisition unit 136. The analysis unit 131 comprises a voice analysis means 1311, a status acquisition means 1312, a screen condition determination means 1313, and an information condition determination means 1314. The transmitting unit 14 comprises a screen transmission unit 141 and a support information transmission unit 142.

[0033] The user terminal 2 includes a user storage unit 21, a user reception unit 22, a user processing unit 23, a user transmission unit 24, a user reception unit 25, and a user output unit 26.

[0034] The operator terminal 3 includes an operator storage unit 31, an operator reception unit 32, an operator processing unit 33, an operator transmission unit 34, an operator reception unit 35, and an operator output unit 36.

[0035] The storage unit 11, which constitutes the user support device 1, stores various types of information. These types of information include, for example, screen management information (described later), support information (described later), user information (described later), one or more FAQ information, and one or more prompt templates.

[0036] FAQ information is information related to FAQs. FAQ information includes configured question information. Preferably, FAQ information also includes answer information. Configured question information is a string representing a configured question. Configured questions are usually common questions. Answer information is a string representing the answer. Preferably, FAQ information is associated with an FAQ identifier. An FAQ identifier is information that identifies the FAQ information.

[0037] A prompt template is a template for prompts given to the generating AI. A prompt template typically has one or more variables, but it can also be a prompt itself. If a prompt template has variables, information is assigned to those variables to complete the prompt.

[0038] The screen management unit 111 stores one or more screen management information. The screen management information associates screen transmission conditions with screen information.

[0039] Screen transmission conditions are the conditions under which screen information is transmitted. Screen transmission conditions are, for example, conditions based on one or more analysis results. Screen transmission conditions are, for example, conditions based on one or more types of information from one or more user attribute values, call center status (described later), dialogue status (described later), or input status (described later).

[0040] The analysis results refer to the information acquired by the analysis unit 131, which will be described later, and are the results of the analysis of the user voice information received by the voice receiving unit 121.

[0041] User attribute values ​​are attribute values ​​of a user using user terminal 2. User attribute values ​​include, for example, the user's rank, the amount of money spent on goods or services by the user, and the number of times the user has accessed user support device 1 or a server (not shown). Preferably, user attribute values ​​are attribute values ​​obtained using user operation information corresponding to user support device 1 or a server (not shown).

[0042] Call center status refers to information about how busy a call center is. For example, it includes information indicating the level of congestion at a call center, or whether or not the call center is busy.

[0043] The "dialogue status" refers to the level of congestion on other means of communication. This includes information indicating the level of congestion, such as whether or not a service is busy. "Other means of communication" refers to the user's means of communication other than telephone. Examples of other means include chat and video conferencing. These other means of communication are typically real-time.

[0044] Input status refers to information about user input on a screen displayed based on screen information. For example, input status could include information entered on the screen, no input, or no input for a specified period of time. Note that the screen can also be a window.

[0045] Screen information refers to information about a screen. Examples of screen information include screen configuration information and screen content information. Screen configuration information is information for structuring a screen. It defines the screen. Screen configuration information is written in, for example, HTML or XML, but the means of implementation is not limited. Screen content information is information indicating the content to be output to the screen. Screen content information includes, for example, links to screen configuration information. Such links are, for example, URLs or URIs. Note that screen information can also be referred to as the screen itself.

[0046] The support information management unit 112 stores one or more support management information. Support management information typically contains information to support some action performed by the user. Support management information associates information transmission conditions with source information.

[0047] The information transmission conditions are the conditions for sending information to user terminal 2. The information transmission conditions are conditions related to one or more types of information from the following: the user's input status on the screen, one or more user attribute values, call center status, and dialogue status.

[0048] Source information is the information that forms the basis of the support information that is transmitted. Source information may also be support information. Source information may contain one or more variables. If source information contains variables, user-specific information is substituted into those variables to form the transmitted information. User-specific information is information unique to the user. User-specific information may include, for example, a user identifier, one or more user attribute values, part of the user voice information, or the analysis results of the user voice information. The support information is completed when the information is substituted into the variables of the source information.

[0049] Support information is information sent to user terminal 2. Support information is typically information intended to assist the user. For example, support information might include help information to assist with the operation of user terminal 2.

[0050] The user management unit 113 stores one or more user information. User information refers to information about a user. User information has one or more user attribute values. User information is paired with a user identifier. A user identifier is information that identifies a user. User identifiers are, for example, the user's telephone number, user ID, or the IP address of user terminal 2.

[0051] The receiving unit 12 receives various types of information. For example, the receiving unit 12 receives various types of information from the user terminal 2. For example, the receiving unit 12 receives various types of information from the operator terminal 3. These various types of information include, for example, user voice information and input information, which will be described later.

[0052] The voice receiving unit 121 receives user voice information, which is voice information transmitted from the user's user terminal 2. User voice information is usually telephone voice information, but it may also be video conference voice information, etc. Video conference audio can also be considered telephone voice. User voice information is usually associated with a user identifier. User voice information is, for example, voice information from a user to a call center. The operator in the call center is usually a person, but it may also be a computer (AI) with chat functionality. The voice receiving unit 121 may receive the user voice information received by the operator terminal 3 from the user terminal 2 directly from the operator terminal 3, or via another device (for example, a server not shown).

[0053] The input receiving unit 122 receives user input information for a screen based on the screen information transmitted by the screen transmission unit 141. The screen based on the screen information transmitted by the screen transmission unit 141 is the screen that was displayed on the user terminal 2.

[0054] The input receiving unit 122 receives input information from, for example, the user terminal 2, the operator terminal 3, or a server (not shown) that receives input information transmitted from the user terminal 2.

[0055] The processing unit 13 performs various processes. These processes include, for example, those performed by the analysis unit 131, the attribute value acquisition unit 132, the call center status acquisition unit 133, the dialogue status acquisition unit 134, the screen acquisition unit 135, and the support information acquisition unit 136.

[0056] The processing unit 13 may have a function to support communication by other means. Communication by other means is communication with the user.

[0057] Other means of communication refer to the user's means of communication other than telephone calls. Examples of other means include chat and video conferencing. These other means are typically real-time communication methods.

[0058] The analysis unit 131 analyzes the user voice information received by the voice receiving unit 121 and obtains one or more analysis results. Next, the analysis unit 131 refers to the screen management unit 111 and detects screen transmission conditions that match the obtained analysis results.

[0059] The voice analysis means 1311 analyzes the user voice information received by the voice receiving unit 121 and obtains the analysis results. The analysis results include, for example, the product name of the question, the title of the user voice information, the subject of the user voice information, the type of user voice information (e.g., "question," "complaint," "other"), a summary of the user voice information, an item identifier that identifies the action the user wants to take (e.g., "user registration," "product purchase"), and an FAQ identifier.

[0060] The voice analysis means 1311, for example, processes user voice information using speech recognition and obtains user string information, which is string information. Next, the voice analysis means 1311 obtains one or more analysis results from the user string information, for example, using a generative AI, natural language processing, vectors, or machine learning. Below, four processing examples for the voice analysis means 1311 are described. (1) When using the generation AI device 4 (generation AI)

[0061] The voice analysis means 1311 provides user string information and prompts to the generating AI, and obtains the analysis result, which is the answer, from the generating AI.

[0062] A prompt is a sentence constructed by substituting information into the variable part of the following prompt template (in this case, the string enclosed in "<" and ">").

[0063] The prompt templates are, for example, "Based on the following user statement, tell us the name of the product the user is interested in! [User statement]<User string information>", "Based on the following user statement, tell us what the user wants to do! [User statement]<User string information>", "Summarize the following question from the user! [Question]<User string information>", and "Please answer the category of the following user statement. Please select one of the following categories: [Category] 1. Question 2. Complaint 3. Unparsable" [User statement]<User string information>". Note that <User string information> in the prompt is a variable, and the retrieved user string information will be assigned to it.

[0064] A prompt template might look like this: "Retrieve the FAQ corresponding to the user's question below! The FAQs are located in the following FAQ database. The question is as follows: [FAQ Database]URL1 [Question]<User String Information>". Note that URL1 is the actual URL. (2) When using natural language processing

[0065] The voice analysis means 1311 performs natural language processing on the user string information and obtains the analysis results.

[0066] In other words, the voice analysis means 1311 performs morphological analysis on user string information, for example, to obtain one or more nouns. Next, the voice analysis means 1311 refers to a product database (a database of product names), for example, to obtain a product name from the nouns. This product name is the product name that the user is inquiring about.

[0067] The speech analysis means 1311 performs morphological analysis on user string information, for example. Next, the speech analysis means 1311 refers to a keyword database, for example, and obtains keywords from the set of morphemes. Such keywords may be, for example, the product name of the question, or an item identifier that identifies the action the user wants to take (e.g., "register," "purchase"), or a means. (3) When using vectors

[0068] The voice analysis means 1311, for example, vectorizes user string information. It is also assumed that FAQ vectors, obtained by vectorizing two or more FAQs from a set of FAQs, are stored in the FAQ database. The voice analysis means 1311, for example, retrieves the FAQ information corresponding to the FAQ vector with the greatest similarity to the user string information vector.

[0069] The status acquisition means 1312 acquires the input status based on the input information received by the input receiving unit 122. The input status includes, for example, the time when there was no input, a field identifier that identifies the field that has not been entered, and input information. Here, the field identifier is preferably the identifier of the field that the user is having trouble entering. The field identifier is the input It is preferable that the identifier is for the field following the field that was previously identified. (4) When using machine learning

[0070] The voice analysis means 1311, for example, vectorizes user string information. Next, the voice analysis means 1311 obtains a learning model from the storage unit 11, provides the learning model and the vectorized user string information to a machine learning prediction processing module, executes the module, and obtains the analysis results. The analysis results include the product name of the question, the title of the user voice information, the subject of the user voice information, the type of user voice information (e.g., "question," "complaint," "other"), a summary of the user voice information, an item identifier that identifies what the user wants to do (e.g., "user registration," "product purchase"), and an FAQ identifier.

[0071] Here, a learning model refers to information constructed through the learning process of machine learning, and is used in the prediction process of machine learning. A learning model can also be called a learner, classifier, or classification model. The machine learning algorithm can be deep learning, random forest, decision tree, SVM, etc. Furthermore, various machine learning functions and existing libraries can be used for machine learning, such as the TensorFlow® library, the R language's random forest module, fastText, TinySVM, etc.

[0072] The screen condition determination means 1313 refers to the screen management unit 111 and detects screen transmission conditions that match the analysis results.

[0073] The screen condition determination means 1313 refers to the screen management unit 111 and detects screen transmission conditions in which one or more types of information from, for example, one or more analysis results, input status, call center status, dialogue status, and / or 21 or more user attribute values ​​match.

[0074] The information condition determination means 1314 refers to the support information management unit 112 and detects information transmission conditions that match the input status.

[0075] The information condition determination means 1314 refers to the support information management unit 112 and detects information transmission conditions in which one or more types of information from, for example, one or more analysis results, input status, call center status, dialogue status, and / or 21 or more user attribute values ​​match.

[0076] The information condition determination means 1314 refers to the support information management unit 112 and detects information transmission conditions that match, for example, one or more types of information from the acquired screen information identifier, input status, call center status, dialogue status, and / or 21 or more user attribute values.

[0077] The attribute value acquisition unit 132 acquires one or more user attribute values ​​from the user management unit 113 that correspond to a user identifier associated with the user voice information.

[0078] The call center status acquisition unit 133 acquires the call center status to identify the status of the call center.

[0079] The call center status acquisition unit 133 acquires the call center status from, for example, a server of the call center (not shown). The call center status acquisition unit 133 acquires, for example, the number of operator terminals 3 currently in use from a server of the call center (not shown), and uses this number to acquire the call center status. Generally, the more operator terminals 3 currently in use, the greater the congestion. The call center status acquisition unit 133 uses, for example, the number or percentage of operator terminals 3 currently in use, or the number or percentage of operator terminals 3 not currently in use, to acquire a congestion score, or "information indicating whether or not it is busy."

[0080] The dialogue status acquisition unit 134 acquires the dialogue status, which is the level of congestion of other means. The dialogue status is, for example, information indicating the level of congestion, or whether or not it is crowded.

[0081] The dialogue status acquisition unit 134 acquires the dialogue status from, for example, a server (not shown) that provides communication by other means. The server (not shown) transmits the current dialogue status to the user support device 1 in response to a request from the user support device 1.

[0082] The dialogue status acquisition unit 134 acquires, for example, the number of users or CPU load of users communicating by other means performed by the processing unit 13, and acquires a dialogue status that indicates a higher degree of congestion the greater the number of users or CPU load. The dialogue status acquisition unit 134 determines, for example, whether the number of users or CPU load is above a threshold, and acquires "information indicating whether it is crowded or not" as a result of the determination. The dialogue status acquisition unit 134 acquires, for example, the number of users or CPU load of users communicating by other means performed by the processing unit 13, and uses the number of users or CPU load to acquire a congestion score.

[0083] The screen acquisition unit 135 acquires screen information from the screen management unit 111 that corresponds to the screen transmission conditions detected by the analysis unit 131.

[0084] The screen acquisition unit 135 is preferably capable of acquiring different screen information based on one or more types of information from among the call center status, dialogue status, and one or more user attribute values. For example, the screen acquisition unit 135 arranges information corresponding to one or more types of information from among the call center status, dialogue status, and one or more user attribute values ​​in the screen information and constitutes screen information to be transmitted.

[0085] The screen acquisition unit 135 may acquire screen information, including a URL for accessing the screen from the user terminal 2.

[0086] The support information acquisition unit 136 acquires support information from the support information management unit 112 that corresponds to the information transmission conditions detected by the information condition determination means 1314.

[0087] The transmitting unit 14 transmits various types of information. The transmitting unit 14 transmits various types of information to the user terminal 2. These types of information include, for example, screen information and support information.

[0088] The screen transmission unit 141 transmits the screen information acquired by the screen acquisition unit 135 to the user terminal 2. The screen transmission unit 141 transmits the screen information to the user terminal 2, for example, by short message.

[0089] The support information transmission unit 142 transmits the support information acquired by the support information acquisition unit 136 to the user terminal 2. The support information transmission unit 142 transmits, for example, audio information of the support information to the user terminal 2. The support information transmission unit 142 transmits, for example, support information so that it is displayed on the screen of the user terminal 2.

[0090] The route by which the support information is transmitted is not specified. The support information transmission unit 142 may, for example, transmit support information to the operator terminal 3, and the support information may be transmitted from the operator terminal 3 to the user terminal 2. The support information transmission unit 142 may, for example, transmit support information to a server (not shown), and the support information may be transmitted to the user terminal 2 via the server (not shown). Such support information may be, for example, text, still images, videos, or a combination thereof.

[0091] The user storage unit 21, which constitutes the user terminal 2, stores various types of information. These types of information include, for example, a user identifier.

[0092] The user reception unit 22 receives input such as instructions and information from the user. Instructions and information include, for example, the voice of a phone call to the call center.

[0093] The user processing unit 23 performs various processes. These processes include, for example, changing the instructions and information received by the user reception unit 22 into instructions and information that are transmitted, and changing the information received by the user receiving unit 25 into an output structure.

[0094] The user transmission unit 24 transmits various information and instructions to the user support device 1 or the operator terminal 3. These various information and instructions include, for example, the user's voice information and user identifier.

[0095] The user receiving unit 25 receives various types of information from the user support device 1. These types of information include, for example, screen information and support information.

[0096] The user output unit 26 outputs various types of information. These types of information include, for example, screen displays and support information.

[0097] Here, "output" is a concept that includes displaying on a screen, projecting using a projector, printing with a printer, audio output, transmission to an external device, storage on a recording medium, and handing over processing results to other processing devices or other programs.

[0098] The operator storage unit 31, which constitutes the operator terminal 3, stores various types of information. These types of information include, for example, a user identifier and user attribute values.

[0099] The operator reception unit 32 receives input such as instructions and information from the operator. Instructions and information include, for example, the operator's voice information.

[0100] The operator processing unit 33 performs various processes. These processes include, for example, changing the instructions and information received by the operator reception unit 32 into instructions and information that are transmitted, and changing the structure that receives the information from the operator receiving unit 35 into an output structure.

[0101] The operator transmission unit 34 transmits various information and instructions to the user support device 1 or user terminal 2. These various information and instructions include, for example, the operator's voice information received by the operator reception unit 32 and the user's voice information received by the operator receiving unit 35.

[0102] The operator receiving unit 35 receives various types of information from the user support device 1 or the user terminal 2. These types of information include, for example, the user's voice information.

[0103] The operator output unit 36 ​​outputs various types of information. These types of information include, for example, user voice information.

[0104] The storage unit 11, screen management unit 111, support information management unit 112, user management unit 113, user storage unit 21, and operator storage unit 31 are preferably made of non-volatile recording media, but can also be made of volatile recording media.

[0105] The process by which information is stored in the storage unit 11, etc. is not relevant. For example, information may be stored in the storage unit 11, etc. via a recording medium, information transmitted via a communication line, etc. may be stored in the storage unit 11, etc., or information input via an input device may be stored in the storage unit 11, etc.

[0106] The receiving unit 12, the voice receiving unit 121, the input receiving unit 122, the user receiving unit 25, and the operator receiving unit 35 are usually implemented by wireless or wired communication means, but may also be implemented by means of receiving broadcasts.

[0107] The processing unit 13, analysis unit 131, attribute value acquisition unit 132, call center status acquisition unit 133, dialogue status acquisition unit 134, screen acquisition unit 135, support information acquisition unit 136, voice analysis means 1311, status acquisition means 1312, screen condition determination means 1313, information condition determination means 1314, user processing unit 23, and operator processing unit 33 can typically be implemented using a processor, memory, etc. The processing procedures of the processing unit 13, etc., are typically implemented in software, and this software is recorded on a recording medium such as ROM. However, it may also be implemented in hardware (dedicated circuitry). The processor can be a CPU, MPU, GPU, etc., and the type is not limited.

[0108] The transmitting unit 14, screen transmitting unit 141, support information transmitting unit 142, user transmitting unit 24, and operator transmitting unit 34 are usually implemented by wireless or wired communication means, but may also be implemented by broadcasting means.

[0109] The user reception unit 22 and the operator reception unit 32 can be implemented using device drivers for input means such as touch panels, keyboards, and microphones, as well as control software for menu screens.

[0110] The user output unit 26 and the operator output unit 36 ​​may or may not be considered to include output devices such as displays and speakers. The user output unit 26 can be implemented using driver software for an output device, or driver software for an output device and an output device.

[0111] Next, an example of the operation of the user assistance device 1 will be explained using the flowchart in Figure 4.

[0112] (Step S401) The voice receiving unit 121 determines whether or not it has received user voice information for a particular user. If user voice information has been received, the unit proceeds to step S402; otherwise, it proceeds to step S420. The user voice information is associated with the user identifier of that particular user. The user identifier is, for example, a telephone number.

[0113] (Step S402) The attribute value acquisition unit 132 acquires the user identifier associated with the user voice information received in step S401.

[0114] (Step S403) The attribute value acquisition unit 132 acquires one or more user attribute values ​​from the user management unit 113 that correspond to the user identifier acquired in step S402.

[0115] (Step S404) The voice analysis means 1311 analyzes the user voice information and obtains one or more types of analysis results. An example of such voice analysis processing will be explained using the flowchart in Figure 5.

[0116] (Step S405) The call center status acquisition unit 133 acquires the current call center status.

[0117] (Step S406) The dialogue status acquisition unit 134 acquires the dialogue status, which is the congestion level of other means (for example, chat).

[0118] (Step S407) The screen acquisition unit 135, etc., acquires screen information using the analysis results, etc., acquired in step S404. An example of such screen acquisition processing will be explained using the flowchart in Figure 6.

[0119] (Step S408) In step S407, the screen transmission unit 141 determines whether or not screen information has been acquired. If screen information has been acquired, the process proceeds to step S409; otherwise, the process proceeds to step S411.

[0120] (Step S409) The screen acquisition unit 135 constructs the screen information. An example of such screen construction processing will be explained using the flowchart in Figure 7.

[0121] (Step S410) The screen transmission unit 141 transmits the screen information configured in step S409 or the screen information acquired in step S408 to the user. Proceed to step S412. The transmission route to the user does not matter. It is sufficient that the screen information is transmitted to the user terminal 2.

[0122] (Step S411) The processing unit 13 determines whether or not it is currently receiving input information entered by the user. If it is receiving information, it proceeds to step S412; otherwise, it returns to step S401.

[0123] (Step S412) The input receiving unit 122 determines whether or not it has received input information transmitted from the user terminal 2. If input information is received, the process proceeds to step S413; if input information is not received, the process proceeds to step S414. Note that normally, input information is transmitted from the user terminal 2 even while the user is still typing.

[0124] (Step S413) The processing unit 13 acquires the input information received in step S412.

[0125] (Step S414) The processing unit 13 obtains the time elapsed since the screen information was transmitted or since the previous input information was received, and temporarily stores the time elapsed since the input information was received in a buffer (not shown).

[0126] (Step S415) The processing unit 13 determines whether the uninputted time has exceeded the wait time, which is the time during which the system can wait. If the wait time has exceeded the wait time, the system proceeds to step S416; otherwise, it returns to step S412.

[0127] (Step S416) The status acquisition means 1312 acquires the input status based on the input information received by the input receiving unit 122. If the input receiving unit 122 has not received any input information, the status acquisition means 1312 acquires, for example, one or more pieces of information from the period of no input and a field identifier that identifies a field that has not been entered.

[0128] (Step S417) The support information acquisition unit 136 acquires support information. An example of this support information acquisition process will be explained using the flowchart in Figure 8.

[0129] (Step S418) The support information transmission unit 142 determines whether or not support information has been obtained. If support information has been obtained, the process proceeds to step S419; otherwise, the process proceeds to step S420.

[0130] (Step S419) The support information transmission unit 142 transmits support information. The transmitted support information is output by the user terminal 2.

[0131] (Step S420) The processing unit 13 determines whether or not to proceed to the processing of the next user voice information. If it proceeds to the processing of the next user voice information, it returns to step S401; otherwise, it returns to step S405.

[0132] The process of moving on to processing the next user voice information may occur, for example, when all input information for the screen based on the screen information sent to user terminal 2 has been received, when a predetermined time has elapsed, or when a call termination signal with the user has been received from operator terminal 3 or a server (not shown), but the conditions for making such determinations are not specified.

[0133] (Step S421) The processing unit 13 determines whether the call with the user has ended. If the call has ended, the process proceeds to step S422; otherwise, it returns to step S401. For example, the processing unit 13 determines that the call with the user has ended when it receives a call termination signal from the operator terminal 3 or a server (not shown), but the conditions for this determination are not specified.

[0134] (Step S422) The processing unit 13 performs termination processing, which is, for example, clearing a buffer (not shown).

[0135] It goes without saying that in the flowchart in Figure 4, processing for two or more users can be performed in parallel.

[0136] Furthermore, in the flowchart of Figure 4, processing is terminated by power off or processing termination interrupts.

[0137] Next, an example of the speech analysis process in step S404 will be explained using the flowchart in Figure 5.

[0138] (Step S501) The voice analysis means 1311 performs voice recognition processing on the user voice information and obtains user string information.

[0139] (Step S502) The voice analysis means 1311 assigns 1 to counter i.

[0140] (Step S503) The voice analysis means 1311 determines whether or not the i-th analysis result to be obtained exists. If the i-th analysis result exists, the process proceeds to step S504; otherwise, it returns to the higher-level processing.

[0141] (Step S504) The voice analysis means 1311 obtains the i-th analysis result from the user string information.

[0142] (Step S505) The voice analysis means 1311 increments the counter i by 1. Return to step S503.

[0143] In the flowchart of Figure 5, the voice analysis means 1311 may use a different method from the four methods described above when acquiring two or more analysis results.

[0144] Next, an example of the screen acquisition process in step S407 will be explained using the flowchart in Figure 6.

[0145] (Step S601) The screen condition determination means 1313 assigns 1 to counter i.

[0146] (Step S602) The screen condition determination means 1313 determines whether or not the i-th screen transmission condition exists in the screen management unit 111. If the i-th screen transmission condition exists, the process proceeds to step S603; otherwise, the process proceeds to step S607.

[0147] (Step S603) The screen condition determination means 1313 acquires all information used to determine the i-th screen transmission condition. The information acquired by the screen condition determination means 1313 is one or more types of information from one or more analysis results, one or more input statuses, call center status, dialogue status, and user attribute values.

[0148] (Step S604) The screen condition determination means 1313 determines whether the information obtained in step S603 satisfies the i-th screen transmission condition. If the i-th screen transmission condition is met, the process proceeds to step S605; otherwise, the process proceeds to step S606.

[0149] (Step S605) The screen acquisition unit 135 acquires screen information corresponding to the i-th screen transmission condition from the screen management unit 111. It then returns to the higher-level processing.

[0150] (Step S606) The screen condition determination means 1313 increments the counter i by 1. Return to step S602.

[0151] (Step S607) The screen acquisition unit 135 assigns "NULL" to the variable "screen information". It returns to the higher-level process. Assigning "NULL" to the variable "screen information" means that the screen information could not be acquired.

[0152] Next, an example of the screen configuration process in step S409 will be explained using the flowchart in Figure 7.

[0153] (Step S701) The screen acquisition unit 135 assigns 1 to counter i.

[0154] (Step S702) The screen acquisition unit 135 determines whether or not the i-th change condition exists in the acquired screen information. If the i-th change condition exists, the process proceeds to step S703; otherwise, it returns to the higher-level process.

[0155] The change conditions are those used to add or delete information from the screen information. These change conditions are, for example, described within the screen information itself, but may also reside in the storage unit 11. The change conditions relate to one or more types of information from among input status, call center status, dialogue status, and user attribute values. The information to be added or deleted, corresponding to the change conditions, exists in the screen information or the storage unit 11, etc.

[0156] (Step S703) The screen acquisition unit 135 acquires all information to be used for the i-th change condition. This information includes one or more types of information from one or more input statuses, call center statuses, dialogue statuses, and one or more user attribute values.

[0157] (Step S704) The screen acquisition unit 135 determines whether the information acquired in step S703 satisfies the i-th change condition. If the i-th change condition is met, the unit proceeds to step S705; otherwise, it proceeds to step S707.

[0158] (Step S705) The screen acquisition unit 135 acquires information corresponding to the i-th change condition. The information corresponding to the i-th change condition is, for example, buttons that make up the screen, strings or images displayed on the screen, etc.

[0159] (Step S706) The screen acquisition unit 135 places the acquired information into the screen information, or removes the acquired information from the screen information.

[0160] (Step S707) The screen acquisition unit 135 increments the counter i by 1. The process returns to step S702.

[0161] Next, an example of the support information acquisition process in step S417 will be explained using the flowchart in Figure 8.

[0162] (Step S801) The information condition determination means 1314 assigns 1 to counter i.

[0163] (Step S802) The information condition determination means 1314 determines whether or not the i-th information transmission condition exists in the support information management unit 112. If the i-th information transmission condition exists, the process proceeds to step S803; otherwise, the process proceeds to step S807.

[0164] (Step S803) The information condition determination means 1314 acquires all the information used to determine the i-th information transmission condition. The information acquired by the information condition determination means 1314 is one or more types of information from one or more input statuses, call center statuses, dialogue statuses, and one or more user attribute values.

[0165] (Step S804) The information condition determination means 1314 determines whether the information obtained in step S803 satisfies the i-th information transmission condition. If the i-th information transmission condition is satisfied, the process proceeds to step S805; otherwise, the process proceeds to step S806.

[0166] (Step S805) The support information acquisition unit 136 acquires the support information corresponding to the i-th information transmission condition from the support information management unit 112. It then returns to the higher-level processing.

[0167] (Step S806) The information condition determination means 1314 increments the counter i by 1. Return to step S802.

[0168] (Step S807) The support information acquisition unit 136 assigns "NULL" to the variable "support information". It returns to the higher-level process.

[0169] The following describes a specific example of the operation of information system A in this embodiment.

[0170] Currently, the screen management unit 111 of the user support device 1 stores the screen management table shown in Figure 9. The screen management table stores one or more records having "ID", "screen transmission condition", "screen ID", and "screen information". The "screen transmission condition" has "analysis result", "user attribute value", "call center status", and "dialogue status". The "analysis result" is a condition related to the analysis result. The "user attribute value" is a condition related to the user attribute value. The "call center status" is a condition related to the call center status. Here, the "call center status" can take the values ​​of "1" (busy) or "0" (not busy). The "dialogue status" is a condition related to the dialogue status. Here, the "dialogue status" can take the values ​​of "1" (busy) or "0" (not busy). In addition, it is assumed that another means of obtaining the dialogue status here is chat. The "screen transmission condition" here is an AND condition of "analysis result", "user attribute value", "call center status", and "dialogue status". Also, "-" means NULL and indicates that there is no condition. The "Screen ID" is information that identifies the screen information that makes up the screen the user is currently inputting. While "Screen Information" is represented as a screen in Figure 9, it can also be written in formats such as HTML or XML.

[0171] The support information management unit 112 stores the support information management table shown in Figure 10. The support information management table stores one or more records having "ID", "Information transmission conditions", "Support information", and "Data type". The "Information transmission conditions" have "Screen ID", "User attribute value", "Input status", "Call center status", and "Dialogue status". "Screen ID" is a condition related to the screen ID. In other words, the information transmission conditions may differ for each screen information sent to the user terminal 2 (for each screen the user inputs). "User attribute value" is a condition related to the user attribute value. "Call center status" is a condition related to the call center status. Here, "Call center status" can take the values ​​of "1" (busy) or "0" (not busy). "Dialogue status" is a condition related to the dialogue status. Here, "Dialogue status" can take the values ​​of "1" (busy) or "0" (not busy). In addition, another means of obtaining the dialogue status here is chat. The "Information Transmission Condition" here is an AND condition of "Analysis Result," "User Attribute Value," "Call Center Status," and "Dialogue Status." "Support Information" can be a string or a file, and its structure is not specified. "Data Type = Voice" indicates that voice information is sent to user terminal 2 and voice output is produced on user terminal 2. "Data Type = String" indicates that a string is sent to user terminal 2 and the string is displayed on the screen of user terminal 2.

[0172] The user management unit 113 stores the user management table shown in Figure 11. The user management table stores one or more records that have an "ID," a "user identifier," and "user attribute values." The "user attribute values" include "rank," "purchase amount," "gender," and "age."

[0173] In light of the above situation, the following two specific examples will be explained. Specific example 1 is a case where the screen information to be sent differs depending on the matching screen transmission conditions. Specific example 2 is a case where the support information to be sent differs depending on the matching information transmission conditions.

[0174] (Specific example 1) Let's assume that user U, who has reserved the purchase of a car, calls the car dealership's call center using user terminal 2. Then, user U begins a conversation with operator O (which could be a human or an AI capable of chatting with a human).

[0175] Next, the voice receiving unit 121 of the user assistance device 1 receives user voice information of user U. The attribute value acquisition unit 132 acquires the user identifier "09012345555" associated with the user voice information. Next, the attribute value acquisition unit 132 acquires one or more user attribute values ​​(including "Rank = Excellent") that are paired with the said user identifier from the user management table (Figure 11).

[0176] Next, the voice analysis means 1311 performs character recognition on the user voice information and obtains user string information. Then, the voice analysis means 1311 obtains the prompt template "Please answer with the category of the following user statement. The category must be selected from one of the following: [Category] 1. Question 2. Complaint 3. Unanalyzable" [User Statement] <User String Information>" from the storage unit 11 and replaces the variable <User String Information> in the template with the obtained user string information. As a result, the voice analysis means 1311 has constructed a prompt to give to the generating AI. Next, the voice analysis means 1311 gives this prompt to the generating AI and obtains the answer "Question". This answer is the analysis result. The algorithm by which the voice analysis means 1311 obtains the analysis result can be various, as described above, and is not limited to any particular algorithm.

[0177] Next, let's assume that the call center status acquisition unit 133 has acquired the current call center status "1" (busy) from a server (not shown).

[0178] Furthermore, the dialogue status acquisition unit 134 states that it has acquired a dialogue status of "0," which indicates the congestion level of other means (chat).

[0179] Next, the screen acquisition unit 135, etc., refers to the screen management table (Figure 9) and acquires screen information for "Screen ID = A3" that matches "Analysis result = Question, User attribute value (rank) = Excellent, Call center status = 1, Dialogue status = 0". Next, the screen acquisition unit 135 determines that the acquired screen information does not contain any change conditions.

[0180] Next, the screen transmission unit 141 transmits the screen information to the user U. The route the screen information takes is irrelevant, but the screen information is transmitted to the user terminal 2 of user U.

[0181] Next, the user terminal 2 of user U, who is on the phone with call center operator O, receives the screen information and outputs the screen with "Screen ID=A3" (see Figure 9).

[0182] Then, user U, thinking that they could likely obtain the answer to their question by operating the screen, hangs up the phone with operator O, operates the screen, and obtains the desired answer from the FAQ.

[0183] Furthermore, the transmission unit 14 may also transmit the screen information or a message indicating that the screen information has been sent to user U to the operator terminal 3 of operator O (in this case, a person). In this way, operator O can provide advice on screen operation based on the screen information over the phone.

[0184] (Specific example 2) Let's assume that user V, who has reserved the purchase of a car, calls the car dealership's call center using user terminal 2. Then, user V begins a conversation with operator P (which could be a human or an AI capable of chatting with a human).

[0185] Next, the voice receiving unit 121 of the user assistance device 1 receives user voice information of user V. The attribute value acquisition unit 132 acquires the user identifier "08088771234" associated with the user voice information. Next, the attribute value acquisition unit 132 acquires one or more user attribute values ​​(including "Rank = Normal") that are paired with the said user identifier from the user management table (Figure 11).

[0186] Next, the voice analysis means 1311 performs character recognition on the user voice information and obtains user string information. Then, the voice analysis means 1311 obtains the prompt template "Please answer with the category of the following user statement. The category must be selected from one of the following: [Category] 1. Question 2. Complaint 3. Unanalyzable" [User Statement] <User String Information>" from the storage unit 11 and replaces the variable <User String Information> in the template with the obtained user string information. As a result, the voice analysis means 1311 has constructed a prompt to give to the generating AI. Next, the voice analysis means 1311 gives the prompt to the generating AI and obtains the answer "Unanalyzable".

[0187] Next, let's assume that the call center status acquisition unit 133 has acquired the current call center status "0" (not busy) from a server (not shown).

[0188] Furthermore, the dialogue status acquisition unit 134 states that it has acquired a dialogue status of "0," which indicates the congestion level of other means (chat).

[0189] Next, the screen acquisition unit 135 acquires screen information for "screen ID=C1" by the same process as in Specific Example 1. Then, the screen acquisition unit 135 determines that the acquired screen information does not contain any change conditions.

[0190] Next, the screen transmission unit 141 transmits the screen information to the user V.

[0191] Next, the user terminal 2 of the call center operator P and user V, who is on the phone, receives the screen information and outputs the screen with "Screen ID=C1" (see Figure 9).

[0192] Then, user V attempts to input information on the screen, but appears to have difficulty doing so, and the information condition determination means 1314 determines that the information transmission condition, including the input status "time >= x", has been met.

[0193] Next, the support information acquisition unit 136 acquires the support information "guide.wav" which is paired with the information transmission condition (record with "ID=1") from the support information management table (Figure 10).

[0194] Next, the support information transmission unit 142 transmits the support information file "guide.wav". The transmitted support information is output as audio on the user terminal 2. As a result, user V can understand how to proceed.

[0195] As described above, according to this embodiment, an appropriate screen based on voice information from the user can be sent to the user's terminal, thereby enabling appropriate support for the user.

[0196] Furthermore, according to this embodiment, appropriate screens can be sent to the user's terminal based on voice information from the user or the input status on the screen, thereby enabling appropriate support for the user.

[0197] Furthermore, according to this embodiment, appropriate screens can be sent to the user's terminal based on voice information from the user and the input status on the screen, thereby enabling appropriate support for the user.

[0198] Furthermore, according to this embodiment, it is possible to provide the user with an appropriate screen depending on the status of the call center, the congestion of other communication methods, or user attribute values.

[0199] Furthermore, according to this embodiment, appropriate information can be provided to the user using the information the user is currently inputting on the screen.

[0200] While it is preferable for the user support device 1 in this embodiment to be used in a call center, the location and manner of use are not limited. The user support device 1 in this embodiment can be used, for example, by customer service representatives of various companies, or among general users.

[0201] Furthermore, the processing in this embodiment may be implemented in software. This software may be distributed by software download or the like. Alternatively, this software may be recorded on a recording medium such as a CD-ROM and distributed. This also applies to other embodiments in this specification. The software that implements information system A in this embodiment is the following program. In other words, this program is a program that causes a computer that can access a screen management unit, which stores one or more screen management pieces of information that associate screen transmission conditions, which are the conditions for transmitting screen information, with screen information, to function as a voice receiving unit that receives user voice information, which is voice information transmitted from a user's user terminal, an analysis unit that analyzes the user voice information received by the voice receiving unit, obtains the analysis result, and detects a screen transmission condition that matches the analysis result, a screen acquisition unit that acquires screen information that corresponds to the screen transmission condition detected by the analysis unit, and a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.

[0202] Figure 12 is a block diagram of a computer system 300 that executes the program described herein to realize the user assistance devices and the like of the various embodiments described above.

[0203] In Figure 12, the computer system 300 includes a computer 301 with a CD-ROM drive, a keyboard 302, a mouse 303, and a monitor 304.

[0204] In Figure 12, the computer 301 includes, in addition to the CD-ROM drive 3012, an MPU 3013, a bus 3014 connected to the CD-ROM drive 3012, a ROM 3015 for storing programs such as boot-up programs, a RAM 3016 connected to the MPU 3013 for temporarily storing instructions for application programs and providing temporary storage space, and a hard disk 3017 for storing application programs, system programs, and data. Although not shown here, the computer 301 may further include a network card for providing connectivity to a LAN.

[0205] The program that causes the computer system 300 to execute functions such as the user assistance device 1 of the above-described embodiment may be stored on the CD-ROM 3101, inserted into the CD-ROM drive 3012, and then transferred to the hard disk 3017. Alternatively, the program may be transmitted to the computer 301 via a network (not shown) and stored on the hard disk 3017. The program is loaded into the RAM 3016 during execution. The program may also be loaded directly from the CD-ROM 3101 or the network.

[0206] The program does not necessarily have to include an operating system (OS) or third-party program that causes the computer 301 to execute functions such as the user assistance device 1 of the above-described embodiment. The program only needs to include the instruction portion that calls appropriate functions (modules) in a controlled manner and obtains the desired result. How the computer system 300 operates is well known, so a detailed explanation is omitted.

[0207] In the above program, steps such as sending information and receiving information do not include hardware-based processing, such as processing performed by a modem or interface card in the transmission step (processing that can only be performed by hardware).

[0208] Furthermore, the computer running the above program may be a single computer or multiple computers. In other words, it may perform centralized processing or distributed processing.

[0209] Furthermore, it goes without saying that in each of the above embodiments, two or more communication means present in a single device may be physically implemented in a single medium.

[0210] Furthermore, in each of the above embodiments, each process may be implemented by centralized processing by a single device, or by distributed processing by multiple devices.

[0211] It goes without saying that the present invention is not limited to the embodiments described above, and various modifications are possible, all of which are also included within the scope of the present invention. [Industrial applicability]

[0212] As described above, the user support device 1 according to the present invention has the effect of providing appropriate support to the user because it can transmit an appropriate screen to the user's terminal based on voice information from the user, and is useful as a server or the like to support users who make phone calls to call centers, etc. [Explanation of Symbols]

[0213] A Information Systems 1. User assistance device 2 User terminals 3 Operator terminal 4 Generation AI device 11 Storage Unit 12 Receiver 13 Processing Unit 14. Transmitter 21 User storage section 22 User Reception Department 23 User Processing Unit 24 User transmission section 25 User receiving unit 26 User Output Section 31 Operator storage unit 32 Operator Reception Department 33 Operator Processing Unit 34 Operator Transmitter 35 Operator receiving unit 36 Operator Output Section 111 Screen management department 112 Support Information Management Department 113 User Management Department 121 Audio Receiver 122 Input receiving section 131 Analysis Department 132 Attribute Value Acquisition Section 133 Call Center Status Acquisition Department 134 Dialogue Status Acquisition Unit 135 Screen acquisition section 136 Support information acquisition department 141 Screen transmission unit 142 Support Information Transmission Unit 1311 Voice analysis means 1312 Means for obtaining the situation 1313 Screen condition judgment means 1314 Information condition judgment means

Claims

1. A screen management unit stores one or more screen management pieces of information that associate screen transmission conditions, which are the conditions for transmitting screen information related to the screen, with the screen information itself. A voice receiving unit that receives user voice information, which is voice information transmitted from the user's user terminal, An analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. A screen acquisition unit acquires screen information corresponding to the screen transmission conditions detected by the analysis unit, A user assistance device comprising: a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.

2. The user assistance device according to claim 1, wherein the screen transmission conditions are conditions based on the user's input status to the screen corresponding to the analysis results or the screen information.

3. The screen transmission conditions are conditions based on the analysis results and the input status. The system further comprises an input receiving unit that receives user input information for a screen based on the screen information transmitted by the screen transmission unit, The aforementioned analysis unit, The voice receiving unit analyzes the user voice information received and obtains the analysis results; The input receiving unit includes a status acquisition means for acquiring the input status based on the input information received, The user support device according to claim 2, further comprising a screen condition determination means for detecting screen transmission conditions that match the analysis results and the input status.

4. The aforementioned voice information is voice information from the user to the call center, The system further comprises a call center status acquisition unit that acquires call center status to identify the status of the call center, a dialogue status acquisition unit that acquires dialogue status, which is the congestion level of other means of communication for users other than telephone, or an attribute value acquisition unit that acquires one or more user attribute values ​​paired with a user identifier from a user management unit that stores one or more user information having one or more user attribute values ​​paired with a user identifier, The aforementioned screen acquisition unit, The user assistance device according to claim 1, which acquires different screen information based on the call center status, the dialogue status, and one or more types of information from the one or more user attribute values.

5. A support information management unit stores one or more support management information sets, each containing information transmission conditions that relate to the user's input status on the screen and are conditions for sending information to the user terminal, and source information that forms the basis of the information to be transmitted. The system further comprises an input receiving unit that receives user input information for a screen based on the screen information transmitted by the screen transmission unit, The aforementioned analysis unit, The input receiving unit includes a status acquisition means for acquiring the input status based on the input information received, The system includes an information condition determination means for detecting information transmission conditions that match the input status acquired by the status acquisition means, A support information acquisition unit that acquires support information based on the source information corresponding to the information transmission conditions detected by the information condition determination means, The user support device according to claim 1, further comprising a support information transmission unit that transmits the support information acquired by the support information acquisition unit to the user terminal.

6. The aforementioned support information transmission unit is: The user support device according to claim 5, which transmits the audio information of the support information to the user terminal, or transmits the support information so that it is output on the screen of the user terminal.

7. The aforementioned screen acquisition unit, Obtain screen information, including the URL for accessing the screen from the user's terminal. The aforementioned screen transmission unit, The user assistance device according to any one of claims 1 to 6, which transmits the screen information to the user terminal via short message.

8. A user support method implemented by a screen management unit which stores one or more screen management information that associates screen transmission conditions, which are conditions for transmitting screen information related to a screen, with screen information, an audio receiving unit, an analysis unit, a screen acquisition unit, and a screen transmission unit, The voice receiving unit performs a voice receiving step in which it receives user voice information, which is voice information transmitted from the user's user terminal, The analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. The screen acquisition step involves the screen acquisition unit acquiring screen information corresponding to the screen transmission conditions detected by the analysis unit, A user support method comprising: a screen transmission step in which the screen transmission unit transmits the screen information acquired by the screen acquisition unit to the user terminal.

9. A computer that can access a screen management unit that stores one or more screen management information sets, each set of screen transmission conditions (conditions for transmitting screen information related to the screen) and the screen information itself, A voice receiving unit that receives user voice information, which is voice information transmitted from the user's user terminal, An analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. A screen acquisition unit acquires screen information corresponding to the screen transmission conditions detected by the analysis unit, A program to cause the screen acquisition unit to function as a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.

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