Centralized customer service system, centralized customer service method, and program

Abstract

This invention provides a centralized customer service system, a centralized customer service method, and a program that can improve the convenience of those making inquiries and reduce the workload of those receiving inquiries. [Solution] A centralized window response system comprising: an inquiry receiving unit that receives inquiries from callers to each of a plurality of inquiry destinations on behalf of the inquiry destinations; and an automated response unit that responds to the inquiries based on at least one of the following: common rule information that shows rules common to the plurality of inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the plurality of inquiry destinations among the rules relating to the inquiry destinations.

Description

Technical Field

[0001] The present invention relates to an intensive window response system, an intensive window response method, and a program.

Background Art

[0002] Conventionally, inquiries at windows of local governments, banks, etc. cover a wide range. When making an inquiry, an inquirer had to search for the window from which the necessary information could be obtained among multiple windows and make an inquiry. However, there were cases where the necessary information could not be obtained at the window found by oneself, or the inquirer was made to visit multiple windows, which was inconvenient for the inquirer. Also, for the person in charge at the window, there were cases where they could not concentrate on the core business due to inquiry response, or inquiries outside their area of responsibility came in, etc., and the workload due to inquiry response was large.

[0003] In contrast, various proposals have been made, such as the installation of a call center and the introduction of a system capable of unified management of information. For example, Patent Document 1 below discloses a technique in which by centrally managing living information, a person can obtain the necessary living information by inquiring at a center where the living information is centrally managed without having to search for a window by oneself.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, improving the convenience of inquirers and the workload of the inquiry destination by installing a call center or introducing a system capable of unified management of information for each inquiry destination may be difficult from a cost perspective.

[0006] In view of the above-mentioned problems, the object of the present invention is to provide a centralized counter response system, a centralized counter response method, and a program that can improve the convenience of the inquirer and reduce the workload of the inquirer. [Means for solving the problem]

[0007] To solve the above-mentioned problems, an aggregated window response system according to one aspect of the present invention is an aggregated window response system comprising: an inquiry receiving unit that receives inquiries from callers to each of a plurality of inquiry destinations on behalf of the inquiry destinations; and an automatic response unit that responds to the inquiries based on at least one of the following: common rule information that shows rules common to the plurality of inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the plurality of inquiry destinations among the rules relating to the inquiry destinations.

[0008] A centralized window response method according to one aspect of the present invention is a centralized window response method executed by a computer, which includes: an inquiry receiving process that receives inquiries from inquirers to each of a plurality of inquiry destinations on behalf of the inquiry destinations; and an automated response process that responds to the inquiries based on at least one of the following: common rule information that shows rules common to the plurality of inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the plurality of inquiry destinations among the rules relating to the inquiry destinations.

[0009] A program according to one aspect of the present invention is a program for causing a computer to function as: an inquiry receiving means that receives inquiries from an inquirer to each of a plurality of inquiry destinations on behalf of the inquiry destinations; and an automatic response means that responds to the inquiries based on at least one of the following: common rule information that shows rules common to the plurality of inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the plurality of inquiry destinations among the rules relating to the inquiry destinations. [Effects of the Invention]

[0010] According to the present invention, it is possible to improve the convenience of those making inquiries and reduce the workload of those receiving inquiries. [Brief explanation of the drawing]

[0011] [Figure 1] This figure shows an overview of the centralized counter service provision service according to this embodiment. [Figure 2] This block diagram shows an example of the configuration of the centralized counter service system according to this embodiment. [Figure 3] This block diagram shows an example of the functional configuration of the automatic response device according to this embodiment. [Figure 4] This figure shows an example of the generation of rule information and manual information according to this embodiment. [Figure 5] This block diagram shows an example of the functional configuration of a manned response terminal according to this embodiment. [Figure 6] This sequence diagram shows an example of the processing flow in the centralized counter service system according to this embodiment. [Modes for carrying out the invention]

[0012] Embodiments of the present invention will be described in detail below with reference to the drawings.

[0013] <1. Overview of the Centralized Counter Service> Referring to Figure 1, an overview of the centralized counter service provision service according to this embodiment will be described. Figure 1 is a diagram showing an overview of the centralized counter service provision service according to this embodiment.

[0014] The centralized contact point service SA shown in Figure 1 is a service that provides a centralized contact point when there are multiple contact points at a single contact point that respond to inquiries from callers. In this service, multiple contact points at one contact point may be consolidated into one, or multiple contact points at different contact points may be consolidated into one.

[0015] Hereinafter, taking the example where the inquiry recipient is a local government and the inquirer is a resident, this embodiment will be described. As an example, in the centralized window shown in FIG. 1, a plurality of windows belonging to a plurality of local governments are centralized into one. Specifically, Window A and Window B of Local Government A and Window C and Window D of Local Government B are centralized into one. Assume that the resident shown in FIG. 1 is a resident of Local Government A or Local Government B.

[0016] As shown in FIG. 1, when a resident has an inquiry to the local government they belong to, instead of directly inquiring to the local government, they inquire to the centralized window. The means of inquiry can be any means, such as telephone, WEB, FAX, email, chat, etc. Hereinafter, as an example, the example where a resident makes an inquiry by telephone will be described.

[0017] The centralized window receives inquiries from residents on behalf of the local government. In the centralized window, for inquiries from residents, a response is made by at least one of automatic response and human response.

[0018] When an inquiry from a resident is received, first, a response by automatic response is made. The automatic response is, for example, made by IVR (Interactive Voice Response). In this case, when a resident makes an inquiry by telephone, the IVR responds with voice. As a result of the response by automatic response, if an answer to the inquiry is possible, an answer to the inquiry is made to the resident by automatic response. As a result of the response by automatic response, if an answer to the inquiry is impossible, a request for response is made from the automatic response to the human response.

[0019] When a response request is made from an automated response to a human response, a response is made by a human response. The human response is made by phone, for example, by an operator who has been waiting in advance. The operator does not belong to a local government employee, but belongs to a contractor commissioned by a contractor that provides, for example, an integrated counter service. As a result of the response by the human response, if it is possible to answer the inquiry, the inquiry is answered to the resident by the human response. As a result of the response by the human response, if it is impossible to answer the inquiry, a response request is made from the human response to the local government.

[0020] When a response request is made from the human response to the local government, a response is made by the local government. The response by the local government is made by phone, for example, by the person in charge of the counter. When a response request arrives at the local government, the person in charge of the counter who received the response request responds to the inquiry and answers the resident.

[0021] <2. Configuration of the integrated counter service system> The overview of the integrated counter service SA according to the present embodiment has been described above. Next, referring to FIG. 2, the configuration of the integrated counter service system according to the present embodiment will be described. FIG. 2 is a block diagram showing an example of the configuration of the integrated counter service system according to the present embodiment.

[0022] The integrated counter service system 1 shown in FIG. 2 is a system for providing the integrated counter service SA whose overview was described referring to FIG. 1. As shown in FIG. 2, the integrated counter service system 1 includes an inquirer terminal 10, an inquiry destination terminal 20, and an integrated counter response system 30.

[0023] For the network NW, as a configuration for exchanging information, for example, a LAN (Local Area Network), a WAN (Wide Area Network), a telephone network (mobile phone network, fixed phone network, etc.), a regional IP (Internet Protocol) network, the Internet, etc. are applied.

[0024] (1) Inquirer terminal 10 The inquirer terminal 10 is a device used by the inquirer. The inquirer terminal 10 is, for example, a smartphone, a tablet, or a PC (Personal Computer). The inquirer terminal 10 is connected via a network (NW) to the inquiry destination terminal 20 and the centralized counter response system 30, enabling the sending and receiving of various information.

[0025] (2) Inquiry terminal 20 The contact terminal 20 is the terminal used by the person making the inquiry. The contact terminal 20 may be, for example, a smartphone, tablet, or PC. The inquiry terminal 20 is connected to the inquiry terminal 10 and the centralized counter response system 30 via a network (NW), enabling the sending and receiving of various information.

[0026] (3) Centralized counter response system 30 The centralized counter response system 30 is a system for providing a centralized counter in the centralized counter provision system 1, and is a system for processing automated and human-operated responses. As shown in Figure 2, the centralized counter response system 30 includes an automated response device 40 and a manned response terminal 50.

[0027] (3-1) Automatic response device 40 The automated response device 40 is a device for processing automated responses. The automated response device 40 is composed of, for example, one or more PCs or server devices (for example, a cloud server). The automated response device 40 is connected to the inquiry terminal 10 and the manned response terminal 50 via a network NW, enabling it to send and receive various types of information.

[0028] (3-2) Manned response terminal 50 The manned response terminal 50 is a device for processing related to manned responses. The manned response terminal 50 is composed of, for example, one or more PCs or server devices (for example, a cloud server). The manned response terminal 50 is connected via a network NW to the inquirer terminal 10, the inquiry destination terminal 20, and the automated response device 40, enabling it to send and receive various types of information.

[0029] <3. Functional Configuration of the Automated Response System> The configuration of the centralized counter service system 1 according to this embodiment has been described above. Next, the functional configuration of the automated response device 40 according to this embodiment will be described with reference to Figures 3 and 4. Figure 3 is a block diagram showing an example of the functional configuration of the automated response device 40 according to this embodiment. As shown in Figure 3, the automatic response device 40 comprises a communication unit 410, a storage unit 420, and a control unit 430.

[0030] (1) Communications Section 410 The communication unit 410 has the function of sending and receiving various types of information. The communication unit 410 is connected to the inquiry terminal 10 and the manned response terminal 50 via the network NW, and sends and receives various types of information.

[0031] (2) Storage section 420 The storage unit 420 has the function of storing various types of information. The storage unit 420 is composed of storage media provided as hardware by the automatic response device 40, such as HDD (Hard Disk Drive), SSD (Solid State Drive), flash memory, EEPROM (Electrically Erasable Programmable Read Only Memory), RAM (Random Access read / write Memory), ROM (Read Only Memory), or any combination of these storage media. As shown in Figure 3, the storage unit 420 includes a rule information database 421, a common rule information database 422, and a non-common rule information database 423.

[0032] (2-1) Rule Information Database 421 The rule information database 421 is a database that stores rule information. Rule information refers to information that indicates rules related to local governments. Rule information is prepared for each local government whose service counters are consolidated in the centralized service counter system 1. Rules are registered, for example, in the form of FAQs.

[0033] (2-2) Common Rules Information Database 422 The Common Rule Information Database 422 is a database that stores common rule information. Common rule information is information that indicates rules common to multiple municipalities. Common rule information is generated by extracting rules common to multiple municipalities from the rule information of each municipality whose service counters are consolidated in the Centralized Service Counter Provision System 1.

[0034] (2-3) Non-common rule information database 423 The Non-Common Rule Information Database 423 is a database that stores non-common rule information. Non-common rule information is information that indicates rules unique to each local government. Non-common rule information is generated for each local government by extracting rules unique to each local government for each local government whose service counters are consolidated in the Centralized Service Counter Provision System 1.

[0035] (3) Control unit 430 The control unit 430 has the function of controlling the overall operation of the automatic response device 40. The control unit 430 is implemented, for example, by causing the CPU (Central Processing Unit) or GPU (Graphics Processing Unit) provided as hardware in the automatic response device 40 to execute a program. As shown in Figure 3, the control unit 430 includes a rule extraction unit 431, a manual generation unit 432, an inquiry reception unit 433, an automatic response unit 434, and a manned response request unit 435.

[0036] (3-1) Rule extraction unit 431 The rule extraction unit 431 has the function of extracting rules from rule information and generating new rule information. The rule extraction unit 431 obtains rule information from the rule information database 421 for each municipality, extracts rules common to multiple municipalities from the multiple rule information obtained, and generates common rule information. In addition, the rule extraction unit 431 obtains rule information from the rule information database 421 for each municipality, extracts rules unique to each municipality from each of the obtained rule information, and generates non-common rule information for each municipality.

[0037] The rule extraction unit 431 regenerates the common rule information and non-common rule information by adding the rule information of the new local government each time a new local government capable of accepting inquiries is added. As a result, the common rule information and non-common rule information are updated to the latest state each time a local government is added.

[0038] Furthermore, common rule information may be generated in groups classified by municipalities that share common characteristics, based on the characteristics of each municipality. Such characteristics may include, for example, the regional characteristics of a municipality. The rules of a municipality and the content of applications and procedures that residents perform with a municipality may differ depending on the region. For example, there may be various rules, applications, and procedures, such as those common nationwide, those common across multiple regional classifications, those unique to each regional classification, those common across multiple prefectures, those unique to each prefecture, those common across multiple cities and towns, and those unique to each city and town. Therefore, by preparing common rule information that also takes into account the regional characteristics of municipalities, the automated response device 40 will be able to answer inquiries with greater accuracy. The regional classifications are Hokkaido, Tohoku, Kanto (Northern Kanto, Southern Kanto), Tokai, Hokuriku, Kinki, Chugoku, Shikoku, Kyushu, and Okinawa. Alternatively, classification could be based on the core system classification of the core vendor, rather than by region.

[0039] (3-2) Manual generation unit 432 The manual generation unit 432 has the function of generating manual information. Manual information is information that shows the manual to use when a human responds to an inquiry. The operator provides the human response while referring to this manual information. Based on non-common rule information specific to each local government, the manual generation unit 432 generates manual information for the operator to use in response for each local government.

[0040] Now, with reference to Figure 4, the generation of rule information and manual information according to this embodiment will be described. Figure 4 is a diagram showing an example of the generation of rule information and manual information according to this embodiment.

[0041] In the example shown in Figure 4, the rule information database 421 already contains rule information for municipality A, municipality B, and municipality C. The rule extraction unit 431 extracts common rules from the rule information of these three municipalities and generates common rule information. The rule extraction unit 431 registers the generated common rule information in the common rule information database 422. In addition, the rule extraction unit 431 extracts unique rules from the rule information of each of these three municipalities and generates non-common rule information for each municipality. The rule extraction unit 431 registers the generated non-common rule information in the non-common rule information database 423. The manual generation unit 432 generates manual information for each local government based on the non-common rule information registered in the non-common rule information database 423. The manual generation unit 432 transmits the generated manual information to the manned response terminal 50 via the communication unit 410.

[0042] (3-3) Inquiry Reception Department 433 The inquiry reception unit 433 has the function of receiving inquiries from residents. The inquiry reception unit 433 receives inquiries from residents to each of multiple municipalities on behalf of the municipalities. Information indicating the content of the inquiry (hereinafter also referred to as "inquiry information") is entered by the resident into the inquirer terminal 10. The entered inquiry information is transmitted from the inquirer terminal 10 to the automated response device 40 via the network NW. The inquiry reception unit 433 accepts the inquiry by obtaining the inquiry information received from the inquirer terminal 10 by the communication unit 410.

[0043] (3-4) Automatic response unit 434 The automated response unit 434 has the function of processing automated responses. The automated response unit 434 responds to inquiries based on at least one of the common rule information and the non-common rule information.

[0044] The automated response unit 434 first responds to inquiries from residents based on common rule information stored in the common rule information database 422. In this response, the automated response unit 434 analyzes the inquiry and determines whether it is possible to answer the inquiry based on the common rule information. The automated response unit 434 analyzes the inquiry using, for example, a scenario that shows the analysis procedure. This scenario, for example, shows a sequence of questions to be asked of the resident in order to obtain the information relevant to the inquiry from the common rule information. If the automated response unit 434 is able to obtain an answer from the resident as a result of confirming according to the scenario, it determines that it is possible to answer the question; if it is not able to obtain an answer, it determines that it is not possible to answer the question. If it is possible to answer, the automated response unit 434 will respond to the inquiry to the resident. In this response, the automated response unit 434 will provide the resident with information relevant to the inquiry (hereinafter also referred to as "response information") based on common rule information.

[0045] The automated response unit 434 responds to inquiries based on common rule information stored in the common rule information database 422, and then, if necessary, responds based on non-common rule information. In responding based on the common rule information described above, if it is determined that it is impossible to provide an answer based on the common rule information (i.e., answer information cannot be provided), the automated response unit 434 will provide a response based on non-common rule information. Alternatively, if the resident requests more detailed answer information than that provided based on the common rule information in response to the inquiry, the automated response unit 434 will provide a response based on non-common rule information. In this response, the automated response unit 434 will determine whether it is possible to answer the inquiry based on the non-common rule information. If it is possible to answer, the automated response unit 434 will provide an answer to the resident in response to the inquiry. At this time, the automated response unit 434 will refer to the non-common rule information corresponding to the resident's location from among multiple non-common rule information sources to provide a response to the inquiry.

[0046] (3-5) Manned response request unit 435 The manned response request unit 435 has the function of requesting a response to an inquiry from the manned response terminal 50. If the response by the automated response unit 434, based on at least one of the common rule information or non-common rule information, does not allow the response information to be provided to the resident, the manned response request unit 435 requests an operator capable of responding on behalf of the local government to respond to the inquiry. The manned response request unit 435 transmits the response request to the manned response terminal 50 via the communication unit 410.

[0047] <4. Functional configuration of the manned response terminal> The functional configuration of the automatic response device 40 according to this embodiment has been described above. Next, the functional configuration of the manned response terminal 50 according to this embodiment will be described with reference to Figure 5. Figure 5 is a block diagram showing an example of the functional configuration of the manned response terminal 50 according to this embodiment. As shown in Figure 5, the manned response terminal 50 comprises a communication unit 510, an input unit 520, a storage unit 530, a control unit 540, and an output unit 550.

[0048] (1) Communications Section 510 The communication unit 510 has the function of sending and receiving various types of information. The communication unit 510 is connected to the inquirer terminal 10, the inquiry destination terminal 20, and the automated response device 40 via the network NW, and sends and receives various types of information.

[0049] (2) Input section 520 The input unit 520 has the function of receiving input. The input unit 520 is composed of, for example, input devices provided as hardware by the manned response terminal 50, such as buttons, touch panels, mice, keyboards, microphones, etc.

[0050] (3) Storage section 530 The storage unit 530 has the function of storing various types of information. The storage unit 530 is composed of storage media provided as hardware by the manned response terminal 50, such as an HDD, SSD, flash memory, EEPROM, RAM, ROM, or any combination of these storage media. As shown in Figure 5, the storage unit 530 includes a manual information database 531.

[0051] (3-1) Manual Information Database 531 The manual information database 531 is a database that stores manual information. The manual information database 531 acquires and registers manual information received by the communication unit 510 from the automatic response device 40.

[0052] (4) Control unit 540 The control unit 540 has the function of controlling the overall operation of the manned response terminal 50. The control unit 540 is implemented, for example, by causing the CPU or GPU provided as hardware in the manned response terminal 50 to execute a program. As shown in Figure 5, the control unit 540 includes a manned response reception unit 541, a manned response processing unit 542, an inquiry response request unit 543, and an output control unit 544.

[0053] (4-1) Manned response reception desk 541 The manned response reception unit 541 has the function of receiving manned responses. When the communication unit 510 receives a response request from the automatic response device 40, the manned response reception unit 541 receives a manned response.

[0054] (4-2) Manned response processing unit 542 The manned response processing unit 542 has the function of processing manned responses. When response information is input from the input unit 520 by an operator, the manned response processing unit 542 transmits the response information to the inquirer terminal 10 via the communication unit 510. On the other hand, when information indicating that a response cannot be provided is input from the input unit 520 by an operator, the manned response processing unit 542 determines that the operator cannot provide response information to the resident.

[0055] (4-3) Contact for inquiries: Response Request Department 543 The inquiry response request unit 543 has the function of requesting the inquiry terminal 20 to respond to the inquiry. If the operator is unable to provide the response information to the resident (i.e., if the manned response processing unit 542 determines that the response information cannot be provided to the resident), the inquiry response request unit 543 requests the local government to respond to the inquiry. The inquiry response request unit 543 transmits the response request to the inquiry terminal 20 via the communication unit 510.

[0056] (4-4) Output control unit 544 The output control unit 544 has a function to control the output of various types of information. For example, when the automatic response device 40 receives a response request, the output control unit 544 displays the response status information received by the communication unit 510 along with the response request on the output unit 550. The response status information is information that indicates the response status to the inquiry, and includes, for example, information indicating the content of the inquiry and information indicating how the automatic response device 40 responded.

[0057] (5) Output section 550 The output unit 550 has the function of outputting various types of information. The output unit 550 is composed of, for example, output devices provided as hardware by the manned response terminal 50, such as display devices such as a display device or a touch screen (touch panel), and audio output devices such as a speaker.

[0058] <5. Processing Flow> The functional configuration of the manned response terminal 50 according to this embodiment has been described above. Next, the processing flow according to this embodiment will be described with reference to Figure 6. Figure 6 is a sequence diagram showing an example of the processing flow in the centralized counter service system 1 according to this embodiment. In the example shown in Figure 6, it is assumed that the generation of common rule information, non-common rule information, and manual information has already been carried out as preprocessing.

[0059] As shown in Figure 6, first, the resident operates the inquiry terminal 10 to make an inquiry (step S101). The resident's operation sends the inquiry from the inquiry terminal 10 to the automated response device 40 of the centralized counter response system 30.

[0060] In the automated response system 40, when an inquiry from a resident is received by the inquiry reception unit 433, the automated response unit 434 analyzes the inquiry (step S102).

[0061] The automated response unit 434, based on the analysis results, refers to the common rule information registered in the common rule information database 422 and determines whether or not there is information in the common rule information that corresponds to the query (step S103). If there is information in the common rule information that corresponds to the query (step S103 / YES), the process proceeds to step S104. On the other hand, if there is no information in the common rule information that corresponds to the query (step S103 / NO), the process proceeds to step S105.

[0062] If the process proceeds to step S104, the automated response unit 434 responds to the inquiry by sending the response information to the inquirer terminal 10 via the communication unit 410 (step S104).

[0063] If the process proceeds to step S105, the automated response unit 434 confirms the location (place of residence) with the resident (step S105). The resident operates the inquirer terminal 10 and answers with their location (step S106). For location verification, for example, in the case of a web inquiry, a display prompting the inquirer's terminal 10 to select the location can be shown, or in the case of email or chat, a message confirming the location can be sent to the inquirer's terminal 10. In the case of telephone or fax, the location can also be determined from the area code recognized by the automated response system 40.

[0064] The automated response unit 434, based on the location provided by the resident, refers to the non-common rule information registered in the non-common rule information database 423 and determines whether there is any information corresponding to the inquiry in the non-common rule information of the municipality to which the location belongs (step S107). If there is information corresponding to the inquiry in the non-common rule information (step S107 / YES), the process proceeds to step S108. On the other hand, if there is no information corresponding to the inquiry in the non-common rule information (step S107 / NO), the process proceeds to step S109.

[0065] If the process proceeds to step S108, the automated response unit 434 responds to the inquiry by sending the response information to the inquirer terminal 10 via the communication unit 410 (step S108).

[0066] If the process proceeds to step S109, the manned response request unit 435 transmits a response request to the manned response terminal 50 via the communication unit 410 (step S109).

[0067] In the manned response terminal 50, when the manned response reception unit 541 receives a response request from the automatic response device 40, the output control unit 544 displays the response status on the output unit 550 (step S110).

[0068] The operator, based on the response status displayed on the output unit 550, refers to the manual information registered in the manual information database 531 and determines whether or not it is possible to respond to the inquiry (step S111). If it is possible to respond (step S111 / YES), the process proceeds to step S112. On the other hand, if it is not possible to respond (step S111 / NO), the process proceeds to step S113.

[0069] If the process proceeds to step S112, the manned response processing unit 542 sends the response information to the inquirer terminal 10 via the communication unit 510, thereby responding to the inquiry from the resident (step S112).

[0070] If the process proceeds to step S113, the inquiry response request unit 543 sends a response request to the inquiry terminal 20 via the communication unit 510 (step S113).

[0071] When the inquiry terminal 20 receives a response request from the manned response terminal 50, the response status is displayed (step S114). The local government (counter staff) responds to the inquiry to the resident based on the response status displayed on the inquiry terminal 20 (step S115).

[0072] The processing flow according to this embodiment has been described above. As described above, the centralized counter response system 30 according to this embodiment includes an inquiry reception unit 433 that receives inquiries from callers to each of the multiple inquiry destinations on behalf of the destinations, and an automatic response unit 434 that responds to inquiries based on at least one of the following: common rule information that shows rules common to the multiple inquiry destinations among the rules relating to the destinations, and non-common rule information that shows rules specific to each of the multiple inquiry destinations among the rules relating to the destinations.

[0073] This improves the convenience of inquiries for residents, as they no longer need to search for the correct contact point to obtain the information they need from multiple sources, and they are no longer passed around from one point to another. Furthermore, for local governments, it eliminates the need to prepare call centers and centralized information management systems for each municipality, and they only need to handle inquiries that could not be answered at the centralized contact point. This solves financial (cost) issues and reduces the workload associated with handling inquiries. Therefore, the centralized counter response system 30 according to this embodiment makes it possible to improve the convenience of the inquirer and reduce the workload of the inquirer.

[0074] <6. Variation> This embodiment has been described above. Next, modifications of this embodiment will be described. The modifications described below may be applied to the embodiment individually or in combination. Furthermore, the modifications may be applied in place of the configuration described in the embodiment, or additionally to the configuration described in the embodiment.

[0075] In the embodiment described above, an example was given where the contact point was a local government, but the invention is not limited to this example. The contact point may be, for example, a financial institution such as a bank, or an insurance company.

[0076] In the embodiment described above, an example was explained in which a resident makes an inquiry by telephone, the IVR (Interactive Voice Response) system of the automated response device 40 responds by voice, and an operator and the local government respond by telephone. However, the invention is not limited to this example. Residents can make inquiries by any means, such as web, fax, email, or chat. Similarly, the automated response device 40, the operator, and the local government can respond not only by telephone but also by any means, such as web, fax, email, or chat. Therefore, the automated response device 40, the operator, and the local government may respond by the same means used by the resident to make the inquiry, or by a different means. Furthermore, if a resident makes an inquiry by means other than telephone, such as web, fax, email, or chat, the automated response device 40, the operator, and the local government may guide the resident to make an inquiry by telephone.

[0077] Furthermore, the inquiries in the above-described embodiment may include not only questions about procedures and applications, but also the acceptance and processing of procedures and applications. In this case, the operator and the local government (counter staff) may proceed with the procedures while interacting with the residents by sharing their screens using online screen-sharing tools such as web conferencing tools.

[0078] Furthermore, in the above-described embodiment, when the automated response device 40 and the manned response terminal 50 request a response from a subsequent stage, they may specify an operator capable of handling the language used by the resident and a municipal office representative.

[0079] The above describes some modified embodiments of the present invention. Furthermore, some or all of the functions of the centralized counter service system 1, the inquirer terminal 10, the inquiry destination terminal 20, the centralized counter response system 30, the automated response device 40, and the manned response terminal 50 in the above-described embodiment may be implemented using a computer. In that case, the functions may be implemented by recording a program for implementing these functions on a computer-readable recording medium, loading the program recorded on this recording medium into a computer system, and executing it. Here, "computer system" includes hardware such as the OS and peripheral devices. Also, "computer-readable recording medium" refers to portable media such as flexible disks, magneto-optical disks, ROMs, CD-ROMs, and storage devices such as hard disks built into a computer system. Furthermore, "computer-readable recording media" may include those that dynamically hold programs for a short period of time, such as communication lines used when transmitting programs over networks such as the Internet or communication lines such as telephone lines, as well as those that hold programs for a certain period of time, such as volatile memory inside computer systems that act as servers or clients in such cases. Furthermore, the above program may be for the purpose of implementing some of the functions described above, or it may be for the purpose of implementing the above functions in combination with a program already recorded in the computer system, or it may be implemented using a programmable logic device such as an FPGA (Field Programmable Gate Array).

[0080] Although embodiments of this invention have been described in detail above with reference to the drawings, the specific configuration is not limited to those described above, and various design changes can be made without departing from the spirit of this invention. [Explanation of Symbols]

[0081] 1...Centralized counter service system, 10...Inquirer terminal, 20...Inquiry destination terminal, 30...Centralized counter response system, 40...Automatic response device, 50...Manned response terminal, 410...Communication unit, 420...Storage unit, 421...Rule information database, 422...Common rule information database, 423...Non-common rule information database, 430...Control unit, 431...Rule extraction unit, 432...Manual generation unit, 433...Inquiry reception unit, 434...Automatic response unit, 435...Manned response request unit, 510...Communication unit, 520...Input unit, 530...Storage unit, 531...Manual information database, 540...Control unit, 541...Manned response reception unit, 542...Manned response processing unit, 543...Inquiry destination response request unit, 544...Output control unit, 550...Output unit, NW...Network

Claims

1. An inquiry reception department that receives inquiries from callers to each of the multiple contact points on behalf of the respective contact points, An automated response unit that responds to the inquiry based on at least one of the following: common rule information that shows rules common to the multiple inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the multiple inquiry destinations among the rules relating to the inquiry destinations; A centralized counter response system equipped with the following features.

2. In a response based on at least one of the common rule information or the non-common rule information, if it is not possible to provide the inquirer with response information indicating the information corresponding to the inquiry, the manned response request unit requests an operator capable of responding on behalf of the inquirer to respond to the inquiry. The centralized counter response system according to claim 1, further comprising:

3. If the operator cannot provide the response information to the inquirer in their response, the Inquiry Response Request Unit requests the Inquiry Destination to provide a response to the Inquiry. The centralized counter response system according to claim 2, further comprising:

4. The automated response unit, in response to the inquiry, provides a response based on the common rule information, and then, if necessary, provides a response based on the non-common rule information. The centralized counter response system according to claim 1.

5. If the automated response unit is unable to provide the inquirer with response information corresponding to the inquiry based on the common rule information, or if the inquirer requests more detailed response information than that provided based on the common rule information, it will provide a response based on the non-common rule information. The centralized counter response system according to claim 4.

6. The automated response unit refers to the non-common rule information corresponding to the location of the inquirer from among the multiple non-common rule information, and responds to the inquiry. The centralized counter response system according to claim 4 or claim 5.

7. A rule extraction unit that obtains rule information indicating the rules relating to the aforementioned inquiry destination for each of the aforementioned inquiry destinations, extracts rules common to the multiple inquiry destinations from the multiple rule information to generate common rule information, and extracts rules specific to each inquiry destination from each of the rule information to generate non-common rule information. The centralized counter response system according to claim 1, further comprising:

8. The rule extraction unit regenerates the common rule information and the non-common rule information by adding the rule information of the new query destination each time a new query destination capable of accepting the query is added. The centralized counter response system according to claim 7.

9. The common rule information is generated in groups classified according to the characteristics of each query destination, based on the characteristics of each query destination that share the common characteristics. The centralized counter response system according to claim 1.

10. The aforementioned characteristic is the regional characteristics of the contact person. The centralized counter response system according to claim 9.

11. A manual generation unit generates manual information for the operator to use in the response for each inquiry destination, based on the non-common rule information for each inquiry destination. The centralized counter response system according to claim 2, further comprising:

12. An inquiry receiving process that receives inquiries from callers to each of multiple contact points on behalf of the respective contact points, An automated response process that responds to the inquiry based on at least one of the following: common rule information that shows rules common to the multiple inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the multiple inquiry destinations among the rules relating to the inquiry destinations; A centralized customer service response method performed by a computer, including [specific components / features].

13. Computers, An inquiry receiving means that receives inquiries from callers to each of multiple contact points on behalf of the respective contact points, An automated response means that responds to the inquiry based on at least one of the following: common rule information that shows rules common to the multiple inquiry destinations among the rules relating to the inquiry destinations, and non-common rule information that shows rules specific to each of the multiple inquiry destinations among the rules relating to the inquiry destinations; A program designed to function as such.

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