Contact center systems and programs
The contact center system integrates pre-defined responses with interactive elements to transition users to human operators when chatbots fail, effectively resolving inquiries.
Patent Information
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- BEWITH
- Filing Date
- 2024-11-15
- Publication Date
- 2026-05-27
Smart Images
Figure 2026087373000001_ABST
Abstract
Description
Technical Field
[0001] The present invention relates to a contact center system and a program for responding to questions and requests from users regarding products and the like.
Background Art
[0002] Call centers where companies and the like that provide products and services receive inquiries and consultations from users by phone have been widely used in the past. For example, in Patent Document 1 below, in order for an operator to be able to respond quickly and appropriately to a user's inquiry, when there is an inquiry by voice call from a user terminal having a web browser function to an operator at the inquiry window of a company, information related to the user's inquiry is displayed on the operator terminal of the operator.
Prior Art Documents
Patent Documents
[0003]
Patent Document 1
Summary of the Invention
Problems to be Solved by the Invention
[0004] Recently, for the purpose of streamlining call center systems, at first, instead of human operators, chatbots interact with users to receive inquiries, provide stereotyped answers to the received inquiries, or guide users to web pages where FAQs are described, so-called contact center systems that perform automatic responses have also become common. However, when a user's doubts and requests cannot be resolved by such automatic responses, it is desired that a human operator responds and has a detailed interaction with the user to satisfy the user's requirements.
[0005] The following disclosure aims to provide a contact center system that can smoothly connect users to operators if their requests cannot be resolved by automated responses such as chatbots. [Means for solving the problem]
[0006] To solve the above problems, the contact center system disclosed herein is: A contact center system equipped with a processor, The aforementioned processor, When a user request is received from the user terminal, the system extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal. If the request is not resolved by the standard response, the system will perform the following steps: present an interactive element to the user terminal, along with the standard response, to allow the user to begin verbal communication with the operator; When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response text presented along with the interactive element.
[0007] In the above contact center system, while pre-defined response messages are presented to the user's terminal in response to the user's request, interactive elements are also presented alongside the pre-defined response messages to allow the user to initiate verbal communication with an operator if the request is not resolved by the pre-defined response message. When this interactive element is operated by the user, the user can converse with an operator via the user terminal. Furthermore, operating the interactive element connects to a pre-registered connection destination associated with the pre-defined response message displayed on the user terminal along with the interactive element. Therefore, by simply operating the interactive element presented along with the pre-defined response message, the user can smoothly initiate a conversation with an appropriate operator that is in line with the content of the pre-defined response message. [Effects of the Invention]
[0008] As described above, if a user's request cannot be resolved by automated responses such as chatbots, we can provide a contact center system that can smoothly connect them to an operator. [Brief explanation of the drawing]
[0009] [Figure 1] Figure 1 is a block diagram showing the functional configuration of one embodiment of a contact center system. [Figure 2] Figure 2 shows the server's processing flow. [Figure 3] Figure 3 shows an example of a screen displayed on the user's terminal. [Figure 4] Figure 4 shows an example of a screen displayed on the user's terminal. [Figure 5] Figure 5 shows an example of a screen displayed on the user's terminal. [Figure 6] Figure 6 shows an example of a screen displayed on the user's terminal. [Figure 7] Figure 7 shows an example of a screen displayed on the user's terminal. [Figure 8] Figure 8 shows an example of a screen displayed on the user's terminal. [Figure 9] Figure 9 is a schematic diagram showing the correspondence between standard response phrases and the telephone number (connection destination) of the department to which the operator in charge belongs. [Modes for carrying out the invention]
[0010] The embodiments will be described below with reference to the drawings. The contact center system of one embodiment disclosed herein is a system for a business operator providing goods and services (hereinafter simply referred to as "business operator") to receive and respond to various inquiries and requests (hereinafter collectively referred to as "user requests") from users regarding goods and services. The contact center system may be operated by the business operator itself, or it may be operated by a party commissioned by the business operator. In this context, "user" may include not only those who have purchased goods or received services, but also so-called prospective customers, such as those who are considering purchasing goods or using services. Furthermore, the "user requests" received by the contact center system may include a variety of content, such as inquiries and requests to the business operator regarding goods and services, as well as reports and complaints regarding goods and services.
[0011] Figure 1 is a block diagram illustrating the functional configuration of one embodiment of a contact center system. The contact center system shown in Figure 1 includes a server 1. Server 1 is a computer equipped with a processor that operates according to a predetermined program and can communicate with user terminals 2 via a network (not shown). Although only one server 1 is shown in Figure 1, the contact center system may have multiple servers, and in that case, the multiple servers may be distributed across remote locations. User terminals 2 are personal computers, tablets, or smartphones, etc. Server 1 can also connect to an LLM (Large Language Model) 3 via the network.
[0012] Furthermore, Server 1 has access to the FAQ (Frequently Asked Questions) database 5. The FAQ database 5 is a database managed by businesses that provide goods and services. Each business maintains and manages in the FAQ database 5 frequently asked questions and requests from users about their products or services, along with standardized answers to them. Server 1 of the contact center system uses the FAQs stored in the FAQ database to respond to user requests.
[0013] The contact center system receives user requests from user terminal 2 and initially responds with a pre-defined response. If the user's request is not resolved by the pre-defined response, the system connects the user to an operator if the user wishes, enabling verbal and text (chat) communication between the user and the operator. In this contact center system, each pre-defined response is assigned to a specific operator (operator group) to handle unresolved issues. The system then presents the user with the phone number of the corresponding operator group, ensuring smooth communication between the user and the operator.
[0014] For example, in the example shown in Figure 1, there are operator groups G1 and G2, each handling different types of inquiries. For instance, in the case of a call center for a company selling electrical products, operator group G1 handles inquiries regarding the use of a particular electrical product, while operator group G2 handles inquiries regarding malfunctions of the same product. Operator groups G1 and G2 are assigned different telephone numbers (extension numbers).
[0015] In FIG. 1, two operator groups and two operator terminals 4 are illustrated respectively, but the number of operator groups and operator terminals can be arbitrary. The operator terminal 4 can be a personal computer, a tablet, a smartphone, a telephone, etc., or a combination of two or more of these. That is, one operator may be configured to use, for example, a personal computer and a telephone. Also, among the operator terminals 4, those including a telephone are connected to a PBX (private branch exchange) 6 within the carrier call center.
[0016] In addition, in the configuration shown in FIG. 1, except for the server 1, they are configurations outside the contact center system. That is, the contact center system is a system operated by receiving a commission from a carrier. However, the FAQ database 5, the PBX 6, as well as the operator and their operator terminals are assets of the carrier. The contact center system receives commissions from multiple carriers, can access the FAQ databases 5 of multiple carriers, and cooperate with the carrier call centers of each carrier.
[0017] Hereinafter, referring to FIGS. 2 to 8, the processing performed by the server 1 will be described. FIG. 2 is a flowchart showing the flow of processing performed by the server 1. FIGS. 3 to 8 are examples of screens displayed on the user terminal 2. As shown in FIG. 2, the server 1 first receives, via the network, the request of the user input in text chat to the reception screen displayed on the user terminal 2 (step S1). Here, as shown in FIG. 3, on the screen 201 displayed on the user terminal 2, a message from the chatbot, "Please enter a message and tell us about your inquiry", is first displayed. This screen 201 is displayed on the user terminal 2 by the user accessing the carrier's web page with the user terminal 2, opening the application provided by the carrier with the user terminal 2, or opening the chat screen with the carrier's account by opening the SNS application with the user terminal 2, etc.
[0018] Here, as shown in Figure 4, the user can enter a request such as "How do I pay for the service?" via text chat from screen 201. When the user's request is entered, server 1 receives this request from user terminal 2 and extracts an appropriate standard response from FAQ database 5 to resolve the request (step S2 in Figure 2).
[0019] The extraction of pre-defined response sentences to user requests is performed using LLM3. Server 1 sends an instruction (prompt) to LLM3 to generate a search query to select the most appropriate pre-defined response sentence from the FAQ database 5 based on the user request entered as natural language in text chat. Server 1 retrieves the most appropriate pre-defined response sentence from the FAQ database 5 by searching the FAQ database 5 using the search query generated by LLM3. If LLM3 is allowed to access the FAQ database 5, it may also be instructed to extract the most appropriate pre-defined response sentence from the FAQ database 5 to answer the user's request.
[0020] Note that the use of LLM3 is not mandatory. Alternatively, morphological analysis or similar methods can be performed on user requests entered via text chat to extract keywords, and then a suitable pre-defined response to the user's request can be obtained from the FAQ database 5 by searching the FAQ database 5 based on the extracted keywords.
[0021] Alternatively, the system could present multiple pre-defined response phrases that are highly likely to be appropriate as answers to the user's request, allowing the user to select one. Furthermore, as the user types their request in the text chat, the system could present candidate pre-defined response phrases based on the words already entered, and then narrow down the candidates based on any additional words entered as the user continues typing.
[0022] The standardized response text extracted from the FAQ database 5 is sent from the server 1 to the user terminal 2 and displayed on screen 201, for example, as shown in Figure 5 (step S3 in Figure 2). In the example in Figure 5, in response to the user's inquiry, "How do I pay for the service?", the standardized response text, "You can pay for the service by credit card or bank transfer. For details, please check the 'Payment Information' section in 'My Page'," is extracted from the FAQ database 5 and displayed on screen 201 of the user terminal 2, along with the message, "The following FAQ seems to be close to your question." Note that in the example shown in Figure 8, the extracted standardized response text is stored in the FAQ database 5 with the FAQ ID "1335" assigned to it, which is indicated by the display "FAQ:1335".
[0023] In addition to this standard response, Server 1 also displays the message, "If the issue cannot be resolved, please let us know and we will connect you to an operator!" along with two buttons on screen 201: "Resolved" and "Connect to an operator." The user can then touch either of these buttons. If the user touches the "Resolved" button (YES in step S4 of Figure 2), the interaction with this user is complete. Before completing the interaction, a screen may be displayed asking the user for their satisfaction with the user experience.
[0024] On the other hand, if the user wishes to be connected to an operator and touches the "Connect me to an operator" button (NO in step S4 of Figure 2), the selection of that button is displayed on screen 201 as a chat message from the user saying "Connect me to an operator," as shown in Figure 6.
[0025] If the user selects to connect to an operator, Server 1 displays a button on screen 201 for connecting to an operator (Step S5 in Figure 2). In the example in Figure 7, two buttons, "Chat" and "Phone," are displayed on screen 201 along with the message, "Please select the type of support you would like." When the user touches either button, Server 1 connects the user terminal 2 to the operator terminal 4 in the format selected by the user (Step S6).
[0026] If "Chat" is selected, Server 1 checks the number of people waiting for operator assistance via chat. If there is availability, a message such as "Please wait while we connect you to an operator" is displayed on screen 201, and when an operator becomes available, chat is enabled between User Terminal 2 and Operator Terminal 4. For example, a chat between a user and an operator can be started using the following procedure: Server 1 displays a list of chats waiting for operator connection on Operator Terminal 4. When an operator checks the contents of the chat list and selects a chat they can handle, Server 1 initiates a chat between User Terminal 2, which is waiting for connection, and the operator's terminal 4. Alternatively, an administrator can be set up in the operator group, and the administrator's terminal can display a list of chats waiting for operator connection. The administrator can then check the contents of the chat list and assign a suitable operator, causing Server 1 to initiate a chat between the assigned operator's terminal 4 and User Terminal 2.
[0027] If "Phone" is selected, Server 1 displays a button (interactive element) on screen 201 for making a phone call to an operator (step S6 in Figure 2). For example, as shown in Figure 8, screen 201 displays a button with the message "For this inquiry, please contact this department," along with the name of the operator's department (in the example in Figure 8, "Billing Consultation Department") and the phone number (in the example in Figure 8, "0000-000-000"). By tapping this button, the user can make a phone call to the operator from user terminal 2. Displaying the operator's phone number on screen 201 is not mandatory.
[0028] When "Telephone" is selected, the telephone number set in the interactive element presented to user terminal 2 (the dial button in the example above) is linked to the standard response displayed on screen 201. For example, as shown in Figure 9, the FAQ ID uniquely assigned to each standard response stored in the FAQ database 5 and the telephone number (connection destination) that connects to an operator group familiar with inquiries related to that standard response are stored in a storage device accessible by server 1. The storage device that stores this data may be a disk device built into server 1, or it may be an external storage device. Alternatively, the connection destination may be linked and stored in the FAQ database 5 for each standard response.
[0029] For example, suppose the telephone number for operator group G1 shown in Figure 1 is "xxxxxxxxx,1" and the telephone number for operator group G2 is "xxxxxxxxx,2". Here, as shown in Figure 9, for standard response messages with FAQ IDs such as "0000001", operator group G1 (telephone number "xxxxxxxxx,1") is used as the connection destination, and for standard response messages with FAQ IDs such as "0000101", operator group G2 (telephone number "xxxxxxxxx,2") is used as the connection destination. By associating each standard response message with the department to which the operator to be connected belongs in this way, when a user's request is not resolved by a standard response message, server 1 can connect the call to an operator who has the skills to resolve the request that could not be resolved by that standard response message, thereby smoothly resolving the user's request.
[0030] The "xxxxxxxxx" portion of the above phone number is the phone number of the business call center shown in Figure 1, and the "1" and "2" after the comma "," are numbers that identify the operator group within PBX6. This phone number setting follows the so-called soft pause function, where the user terminal 2 dials the phone number shown before the comma, pauses for 2 seconds for each comma, and then pushes the number following the comma. If a pause longer than 2 seconds is needed, two or more commas can be used consecutively. PBX6 then routes incoming calls to the operator group according to the number after the comma. In other words, in the examples shown in Figures 8 and 9, a call is received by PBX6 when the user terminal 2 dials the phone number "xxxxxxxxx," and after a 2-second pause, PBX6 receives a push-transmitted "1" or "2" and routes the incoming call to the designated operator group. In other words, PBX6 routes incoming calls to operator group G1 if the number pressed is "1", and to operator group G2 if it is "2". By setting the phone number in this way, users can directly connect calls from terminal 2 to the operator group within the carrier's call center. Note that the method for configuring incoming call routing to PBX6 is not limited to the specific example of soft pause shown here, and other methods can be used.
[0031] [Differentiation] The above description represents one embodiment of a contact center system and does not limit the scope of the rights of this application. The above embodiment can be modified in various ways.
[0032] For example, in the above explanation, if a user's request is not resolved by a standard response, verbal communication would be conducted by calling an operator (human), but the person being communicated with could also be a digital human.
[0033] Furthermore, the above explanation provided an example of a contact center system operated under contract from multiple businesses. However, a contact center system may also be built as a dedicated system for a single business. In this case, server 1 of the contact center system can also be operated as an asset of the business.
[0034] Furthermore, in the above explanation, it was assumed that operator terminal 4 (the telephone used by the operator) is connected to PBX6. This PBX6 may be a traditional telephone exchange that connects the telephone line to the operator's telephone, or it may be a so-called IP-PBX that uses a TCP / IP network (such as an internet connection).
[0035] Furthermore, the above explanation illustrates a configuration in which one PBX6 is installed in the business call center, and incoming calls to operator groups G1 and G2 are routed by the PBX6 according to the numbers specified by soft pauses. However, it is also possible to configure the system so that each of the multiple operator groups is assigned a direct telephone number.
[0036] Furthermore, Figure 7 shows an example where buttons labeled "Chat" and "Phone" are displayed on screen 201 as interactive elements for selecting an operator collaboration method. However, the interactive elements that the user interacts with to initiate communication with an operator are not limited to buttons displayed on the screen; any UI can be applied.
[0037] For example, the above explanation illustrates a configuration in which Server 1 accesses the service provider's FAQ database to extract FAQs that correspond to user requests. However, a copy of the service provider's FAQ database may be installed in an environment accessible to Server 1 via the local network or in an environment managed by the contact center system operator. In this case, the copy accessed by Server 1 should be updated each time the service provider's FAQ database is updated, or at an appropriate time.
[0038] Furthermore, while the above explanation states that FAQ Database 5 is managed by the business operator, it is also acceptable for FAQ Database 5 to be managed by the operator of the contact center system.
[0039] The embodiments disclosed herein can be described as follows.
[0040] [Item 1] A contact center system equipped with a processor, The aforementioned processor, When a user request is received from the user terminal, the system extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal. If the request is not resolved by the standard response, the system will perform the following steps: present an interactive element to the user terminal, along with the standard response, to allow the user to begin verbal communication with the operator; When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response text presented along with the interactive element. Contact center system.
[0041] [Item 2] The contact center system described in item 1, wherein the interactive element provides connection via voice chat or telephone.
[0042] [Item 3] The aforementioned operator is a human or a digital human in the contact center system described in item 1 or 2.
[0043] [Item 4] A program that controls the operation of the processor in a contact center system, The aforementioned processor, When a user request is received from the user terminal, the system extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal. If the request is not resolved by the standard response, the system will perform the following steps: present an interactive element to the user terminal, along with the standard response, to allow the user to initiate verbal communication with the operator; When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response text presented along with the interactive element. program. [Explanation of Symbols]
[0044] 1: Server, 2: User terminal, 3: LLM, 4: Operator terminal, 5: FAQ database, 6: PBX
Claims
1. A contact center system equipped with a processor, The aforementioned processor, When a user request is received from the user terminal, the system extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal. If the request is not resolved by the standard response, the system will perform the following steps: present an interactive element to the user terminal, along with the standard response, to allow the user to begin verbal communication with the operator; When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response text presented along with the interactive element. Contact center system.
2. The contact center system according to claim 1, wherein the interactive element provides connection by voice chat or telephone.
3. The contact center system according to claim 1, wherein the operator is a human or a digital human.
4. A program that controls the operation of the processor in a contact center system, The aforementioned processor, When a user request is received from the user terminal, the system extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal. If the request is not resolved by the standard response, the system will perform the following steps: present an interactive element to the user terminal, along with the standard response, to allow the user to initiate verbal communication with the operator; When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response text presented along with the interactive element. program.