Information processing device, information processing method, and program

Abstract

The goal is to efficiently utilize human resources and allow them to focus on high-value business negotiations by enabling AI-driven automated responses and timely handovers to humans. [Solution] Server 1, as an information processing device that supports sales calls, comprises: a response pattern management unit 51 that manages multiple response patterns for sales calls; an artificial intelligence response unit 52 that automatically handles phone calls using a predetermined artificial intelligence based on a response pattern selected by the predetermined artificial intelligence from among the multiple response patterns; and a person in charge switching unit 53 that switches to a call to a person in charge of sales calls when the phone call handled by the predetermined artificial intelligence meets predetermined conditions.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program.

Background Art

[0002] Conventionally, there is a technique in which a salesperson manually makes business calls and conducts sales activities through conversations with partner companies (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in recent years, a large amount of human resources have been spent on the initial reception response in business calls, and there is a demand for solving the problem that it is impossible to concentrate on high-value business negotiations. However, the conventional technologies including the technology of Patent Document 1 cannot sufficiently meet such a demand.

[0005] The present invention has been made in view of such a situation, and an object thereof is to efficiently utilize human resources and enable concentration on high-value business negotiation parts by realizing automatic response by AI and handover to a human at an appropriate timing.

Means for Solving the Problems

[0006] To achieve the above object, an information processing apparatus according to an aspect of the present invention is an information processing apparatus that supports business calls, response pattern management means for managing a plurality of response patterns related to the business call, An artificial intelligence response means that automatically handles telephone calls using a predetermined artificial intelligence based on a response pattern selected by the predetermined artificial intelligence from among the aforementioned multiple response patterns, A means for switching to a sales representative when the telephone response by the predetermined artificial intelligence meets predetermined conditions, It is equipped with.

[0007] Each of the information processing method and program according to one aspect of the present invention corresponds to each of the information processing apparatus according to one aspect of the present invention. [Effects of the Invention]

[0008] According to this invention, by enabling automated responses by AI and handing over to humans at the appropriate time, human resources can be utilized efficiently, allowing them to focus on the high-value parts of business negotiations. [Brief explanation of the drawing]

[0009] [Figure 1] This figure shows an overview of the service that can be realized by an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. [Figure 2] This diagram shows the flow of the service that can be realized by an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. [Figure 3] This figure shows an example of a client approach screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. [Figure 4] This figure shows an example of a client AI template screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. [Figure 5] This figure shows an example of a partner waiting screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. [Figure 6]It is a diagram showing an example of a partner connection screen in an information processing system to which a server according to an embodiment of the information processing apparatus of the present invention is applied. [Figure 7] It is a diagram showing an example of the configuration of an information processing system to which a server according to an embodiment of the information processing apparatus of the present invention is applied. [Figure 8] It is a block diagram showing an example of the hardware configuration of a server in the information processing system of FIG. 7. [Figure 9] It is a functional block diagram showing an example of the functional configuration of the server of FIG. 8 that constitutes the information processing system of FIG. 7. [Figure 10] It is a diagram showing an example of a selection screen from an approach list. [Figure 11] It is a diagram showing an example of a correspondence screen between a voice template and an approach list name. [Figure 12] It is a diagram showing an example of a call screen. [Figure 13] It is a diagram showing an example of an approach screen. [Figure 14] It is a diagram showing an example of a screen related to company details. [Figure 15] It is a diagram showing an example of a screen related to approach change. [Figure 16] It is a diagram showing an example of a screen related to personal approach. [Figure 17] It is a diagram showing an example of a screen related to a meeting template. [Figure 18] It is a diagram showing an example of a screen related to multilingual support. [Figure 19] It is a diagram showing an example of an approach list creation screen. [Figure 20] It is a diagram showing an example of a management screen for Pass-kun. [Figure 21] It is a diagram showing an example of a digital worker setting screen. [Figure 22] It is a diagram showing an example of an operator standby screen. [Figure 23] It is a diagram showing an example of a post-pass screen. [Figure 24] It is a diagram showing an example of an automatic pitch setting screen. [Figure 25] This figure shows an example of the automatic sorting function settings screen. [Modes for carrying out the invention]

[0010] Embodiments of the present invention will be described below with reference to the drawings.

[0011] First, with reference to Figure 1, we will describe the outline of the service (hereinafter referred to as "this service") that can be realized by an information processing system (see Figure 7, which will be described later) to which a server according to one embodiment of the information processing device of the present invention is applied. Figure 1 shows an overview of the service that can be realized by an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0012] This service aims to efficiently utilize human resources and allow them to focus on high-value business negotiations by enabling AI-powered automated responses and timely handovers to humans.

[0013] Specifically, Figure 1 shows a system called "Toppa-kun" centered around Server 1. Server 1, located at the top center, provides functions such as a response pattern management unit 51 that manages multiple response patterns, an artificial intelligence response unit 52, and a personnel switching unit 53.

[0014] Server 1 manages multiple company lists in the list management unit 55 on the left side of the middle section, and the mass dialing unit 56 can automatically make phone calls to companies selected from those company lists. This mass calling unit 56 has a function that automatically adjusts the number of calls made by the batch call controller (1) in Figure 3 according to the number of sales representatives who can handle the call, as shown in the number of members who can take over (6) displayed in Figure 3, which will be described later.

[0015] The artificial intelligence response unit 52 in the center of Figure 1 automatically engages in conversation with the company's receptionist who answers the phone. For example, it starts with an initial greeting like, "Hello, is President XX available?" and if the receptionist replies, "He's not here," it uses the word "not here" as a trigger to detect and respond with, "When will he be back?" and so on, automatically engaging in conversations appropriate to the situation.

[0016] As shown at the bottom of Figure 1, the sales representative at the sales company can view the transcript screen (corresponding to the transcript of the call content (4) on the right side of Figure 5, which will be described later) and check the progress of the conversation between the AI ​​and the other company in real time. If the AI ​​successfully connects the call to the key person (decision-maker) through a conversation with the receptionist, the person switching unit 53 activates, and the sales representative is notified, for example, via a pop-up, and the call is switched to the sales representative.

[0017] In this way, this service enables automated responses by AI and timely handover to humans, allowing for the efficient use of human resources and enabling focus on high-value business negotiations.

[0018] This service utilizes the transcription unit 54 shown in Figure 1 (corresponding to the call content transcription (4) on the right side of Figure 5, described later) to convert the content of the call handled by the AI ​​into text in real time, allowing the person in charge to review the content and make conditional decisions. In other words, Server 1 converts the content of the telephone call handled by a predetermined artificial intelligence (AI74 in Figure 9, described later) into text in real time, and the person in charge switching unit 53 can determine predetermined conditions based on that text information.

[0019] This allows sales representatives to visually review call content, and the conversation, such as the AI ​​asking "Is the president available?" and the receptionist saying "Please wait a moment, I will connect you," is displayed in text, enabling timely handover preparations.

[0020] This service utilizes the approach list (7) shown in Figure 3, described later, to manage a list of potential sales contacts for making simultaneous phone calls to multiple companies. In other words, Server 1 manages a list containing multiple sales call destinations using the list management unit 55, and the simultaneous dialing unit 56 can make simultaneous calls to sales call destinations selected from that list.

[0021] This eliminates the need for sales representatives to make individual phone calls, allowing them to approach, for example, 1,000 target companies at once, and as a result, significantly expand the scale of sales activities.

[0022] This service utilizes the bulk call controller (1), the overall member count display (5), and the number of members who can take over (6) shown in Figure 3, which will be described later, to adjust the number of calls made according to the number of available staff. In other words, Server 1 can automatically adjust the number of calls made according to the number of available personnel. This allows for optimal resource allocation and efficient sales activities. For example, if there are five members who can take over, the number of calls sent to five companies simultaneously will be limited, and the number of calls will automatically increase as the number of members increases.

[0023] This service allows the use of various voice types as response patterns, as shown in the AI ​​template screen (AI breakthrough template screen) in Figure 4, which will be described later. In other words, server 1 can manage one of the following response patterns: voice response, audio recorded with the recording button (1), audio uploaded with the audio upload button (2), or AI-generated audio created with the AI ​​voice creation button (3). This will allow companies to select the most appropriate response pattern based on their industry and size. For example, they can use a polite voice for financial institutions and a more casual voice for IT startups, thereby improving the quality of their responses.

[0024] In this service, the AI ​​is enabled to detect specific words during a conversation and respond accordingly, as shown in Figure 1 with respect to the artificial intelligence response unit 52. In other words, Server 1 can detect specific words such as "unavailable," "content," and "later" from the caller's utterances during a phone call, and provide a response corresponding to that trigger. This allows for natural conversations such as responding to "The president is not available" with "When will he be back?" or asking "What is it about?" with "I had a meeting with the president previously, and I would like to propose a service like XX." As a result, it lowers the receptionist's guard and improves the success rate of sales calls.

[0025] This service allows users to switch to a different contact person on the condition that they are connected to the key person shown on the company side in Figure 1. In other words, Server 1 can include as a predetermined condition that the caller transfers the call to the president or a key person with decision-making authority. This ensures that potential clients can directly approach decision-makers rather than simply talking to receptionists, thereby increasing the likelihood of closing deals.

[0026] Although not directly illustrated in Figure 1, this service is a system capable of handling inquiries in multiple languages. In other words, Server 1 manages response patterns that support multiple languages, enabling a predetermined artificial intelligence (AI74, described later in Figure 9) to respond in multiple languages, including not only Japanese but also English, Chinese, Spanish, and others. This will enable sales activities to be conducted with globally operating companies and overseas companies, allowing access to markets that were previously halted due to language barriers, and easing geographical constraints on business expansion.

[0027] Next, referring to Figure 2, we will explain the flow of the sales telephone service realized by providing this service. Figure 2 is a diagram showing the flow of this service that can be realized by an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0028] As shown in Figure 2, this service mainly consists of the following four phases. Phase 1 (simultaneous calling by AI) shows the Toppa-kun system (Server 1) on the left side of the diagram simultaneously making phone calls to multiple companies (A, B, C, D) lined up on the right.

[0029] In actual business scenarios, for example, target lists are created for each industry, such as 100 companies in the financial industry, 200 in the IT industry, and 300 in the manufacturing industry. From these lists, a company selects which industry to approach each day and sends out a mass message. The number of outgoing calls is automatically adjusted to the number of sales representatives who can take over. For example, if there are only 10 representatives, the number of simultaneous calls will be controlled so as not to exceed 10 (this number is just an example; it is perfectly acceptable to have, for example, 100 or more). In this phase, pressing the start button (2) shown in Figure 3 (described later) will start the AI ​​call, and you can also pause it with the stop button (3).

[0030] Phase 2 (Initial AI Response) shows the AI ​​automatically conversing with the company's receptionist who answered the phone. The AI ​​interaction section on the left begins with a standard greeting such as, "Thank you for your continued support...", and specifically introduces itself as, "Thank you for your continued support. I am from [Company Name]. Is Mr. / Ms. [Name] available?" As shown in the speech bubble on the right, if the receptionist responds with "The president is not here," the AI ​​recognizes the word "not here" as a trigger word and automatically generates an appropriate response such as "When will he be back?" The transcription screen on the right shows the conversation between the AI ​​and the receptionist transcribed in real time, displaying specific exchanges such as: "AI: Hello, this is someone from XX Corporation. Is the president available?", "Receptionist: The president is not here.", "AI: When will he be back?", "Receptionist: Tomorrow morning.", "AI: Understood. I will call again tomorrow morning." During this time, the sales representative shown on the far right remains on standby, watching the screen.

[0031] Phase 3 (Conditions met and personnel change) depicts a scene where the receptionist connects the person in charge with the key decision-maker. Specifically, in another company, the following exchange took place: "AI: Thank you for your time. Regarding the cloud service we introduced the other day, is Mr. Tanaka, the head of the systems department, available?", "Receptionist: Please wait a moment, I will connect you." This successfully connected the caller to the key person. The system detects this situation and displays a notification saying, "This company has been successfully bypassed!" The sales representative clicks the notification button to take over the call.

[0032] In Phase 4 (Sales Negotiation by a Sales Representative), the sales representative who takes over the call from the AI ​​proceeds to the stage where they conduct a direct negotiation with the key decision-maker. The sales representative begins the conversation by saying something like, "Hello, this is Yamada from [Company Name]. I'd like to give you more details about the cloud service I introduced to you the other day..." and then proceeds to a full-fledged business negotiation, using the information acquired by the AI ​​(such as the name of the key person and the content of the previous call) as a reference.

[0033] Through these four phases, AI can automate initial responses, freeing sales representatives from low-value tasks (making phone calls, talking to receptionists) and allowing them to focus on high-value tasks (negotiating with key decision-makers).

[0034] Next, with reference to Figures 3 to 6, each screen of the user interface in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied will be described. Figure 3 shows an example of a client approach screen in an information processing system to which a server according to one embodiment of the information processing apparatus of the present invention is applied.

[0035] The approach screen shown in Figure 3 is used by the client (sales company) and provides a function to make simultaneous sales calls to companies using AI. This screen includes the following main functions:

[0036] The batch call controller (1) is a function that allows the AI ​​to control the number of calls made at once according to the call list. This feature allows you to automatically increase or decrease the number of outgoing calls based on the availability of team members (sales representatives). For example, it becomes possible to automatically reduce the number of messages sent when the number of members who can take over decreases, and increase the number of messages sent when the number of members increases.

[0037] The start button (2) is the button that starts the AI ​​call. Pressing this button will initiate automated AI-driven communication with the selected approach list. The stop button (3) is used to stop an AI call. Outgoing calls will continue, but new outgoing calls will be temporarily paused.

[0038] The test button (4) allows you to test what kind of audio the AI ​​call will play. Before making an actual call, you can check the voice patterns that the AI ​​will use.

[0039] The "Total Member Count Display (5)" function displays the number of members (teams) in the call handover group. This area displays the total number of registered members in the team. The "Number of members who can take over (6)" function displays how many members of the team can take over. The number of sales representatives currently available is displayed in real time, and the call controller (1) adjusts the number of calls made accordingly.

[0040] The approach list (7) is a function that displays a list of potential call destinations. It displays a list of information such as the company name, phone number, and contact person's name of the person to call. The approach status (8) is a feature that displays the status of the AI ​​call relative to the list. Statuses such as "Handling," "Cleared," "Calling," and "Out of Office (Failed)" are displayed, allowing you to check the progress of calls to each company in real time.

[0041] These features will enable sales representatives to use AI to efficiently conduct telephone sales activities to a large number of companies.

[0042] Figure 4 shows an example of a client AI template screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0043] The AI ​​template screen shown in Figure 4 is used by the client (sales company) and provides functions for creating and managing templates that the AI ​​will use when handling phone calls. This screen includes the following main functions:

[0044] The recording button (1) is used to record audio for the template. This button allows you to record a response message in the operator's voice. The device also has a function that converts recorded audio into text and displays it on the screen.

[0045] The audio upload button (2) is for uploading audio files for the template. You can create templates using existing audio files, and the uploaded file names will also be displayed.

[0046] The AI ​​voice creation button (3) is used to create AI voice for templates. By entering text, the AI ​​can convert that text into speech and create a natural-sounding voice template.

[0047] The delete button (4) is used to delete registered response messages. You can delete templates that are no longer needed. The test button (5) is a function that allows you to test the audio of the registered response message. You can play back the entire message or each individual section, allowing you to preview the audio that will actually be used in phone conversations.

[0048] The add button (6) is a function that adds a section to handle. This button allows you to add new response patterns to build more complex conversation flows.

[0049] These features allow sales representatives to prepare various response patterns in advance, simulating interactions with company receptionists, and train the AI ​​accordingly. For example, you can register response patterns such as "When will he be back?" in response to "He's out," or "What is the matter?" in response to "I had a meeting with the president recently, and I'd like to propose a new service to him." This will allow the AI ​​to respond flexibly to the reactions of company receptionists.

[0050] Figure 5 shows an example of a partner's standby screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0051] The standby screen shown in Figure 5 is used by partners (sales representatives) and provides functionality to monitor the status of calls while the AI ​​is making them. This screen includes the following main functions:

[0052] The approach list (1) is a function that displays a list of call destinations. A list of companies that the AI ​​is calling is displayed, allowing sales representatives to see which companies they are approaching.

[0053] Approach Status (2) is a feature that displays the status of the AI ​​call relative to the list. Statuses such as "Handling," "Cleared," "Calling," and "Out of Office (Failed)" are displayed, allowing you to check the progress of calls to each company in real time.

[0054] The call playback button (3) is a function that plays back the conversation that is currently on the phone. By pressing this button, you can listen to the ongoing conversation between the AI ​​and the company representative, and understand the content and atmosphere of the conversation.

[0055] The call transcript function (4) is a feature that transcribes the conversation during a call into text. The conversation between the AI ​​and the company representative is transcribed into text in real time and displayed on the screen. This allows sales representatives to visually confirm the content of conversations without having to listen to the audio.

[0056] These features allow sales representatives to monitor multiple calls simultaneously while the AI ​​handles the calls, determining which calls are likely to be successful and which are likely to fail. Furthermore, if the AI ​​successfully connects the caller to the key decision-maker through its conversation with the receptionist, it will be able to immediately prepare to take over the call.

[0057] Figure 6 shows an example of a partner call screen in an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0058] The call screen shown in Figure 6 is used by partners (sales representatives) and provides functions for use after taking over a call from the AI. This screen includes the following main functions:

[0059] Transcription (1) is a transcription function that supports AI-powered features in addition to the standard SC (Sales Cloud) call screen. The history of conversations that the AI ​​has had with company representatives is displayed as text, allowing sales representatives to review past interactions. This allows for a smooth continuation of the conversation after the handover.

[0060] For example, the screen might display a conversation history such as, "AI: Hello, this is someone from XX Corporation. Is Mr. / Ms. Tanaka available?", "Receptionist: Please wait a moment, I will connect you," after which the person in charge can continue the conversation with, "Hello Mr. / Ms. Tanaka. This is Yamada from XX Corporation. I'm calling to give you more details about the new service we introduced the other day."

[0061] In this way, the sales representative who takes over the call from the AI ​​can understand the flow of the conversation so far and proceed with the business negotiation smoothly. Furthermore, by referencing information acquired by the AI ​​(such as the caller's name, company name, and content of the conversation), it becomes possible to provide a natural response as if you had made the call yourself from the beginning.

[0062] Next, with reference to Figure 7, we will describe the configuration of an information processing system to which an information processing system that realizes the provision of the above-mentioned service, i.e., an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied. Figure 7 shows an example of the configuration of an information processing system to which a server according to one embodiment of the information processing device of the present invention is applied.

[0063] The information processing system shown in Figure 7 is configured to include a server 1, a sales representative terminal 2, and a corporate terminal 3. Server 1, sales representative terminal 2, and corporate terminal 3 are interconnected via a network N such as the Internet.

[0064] Server 1 is an information processing device managed by the service provider of this service (Figure 1). Server 1 performs various processes necessary to implement this service while communicating with sales representative terminal 2 and corporate terminal 3 as needed.

[0065] Sales representative terminal 2 is an information processing device operated by a sales representative, and consists of a smartphone, tablet, personal computer, etc. Sales representatives use this terminal to operate the approach screen shown in Figure 3, the AI ​​template screen shown in Figure 4, the standby screen shown in Figure 5, the call screen shown in Figure 6, and so on. Corporate terminal 3 is an information processing device operated by a company employee, and consists of a smartphone, tablet, personal computer, etc.

[0066] Figure 8 is a block diagram showing an example of the server hardware configuration in the information processing system shown in Figure 7. Server 1 comprises a CPU (Central Processing Unit) 11, ROM (Read Only Memory) 12, RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an input unit 16, an output unit 17, a storage unit 18, a communication unit 19, and a drive 20.

[0067] The CPU 11 executes various processes according to the program recorded in the ROM 12 or the program loaded from the storage unit 18 into the RAM 13. RAM13 also stores data and other information necessary for the CPU11 to perform various processes.

[0068] The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input / output interface 15 is also connected to this bus 14. The input / output interface 15 is connected to an input unit 16, an output unit 17, a storage unit 18, a communication unit 19, and a drive 20.

[0069] The input unit 16 is configured, for example, with a keyboard, and is used to input various types of information. The output unit 17 consists of a display such as an LCD and a speaker, and outputs various information as images and sounds. The memory unit 18 is composed of DRAM (Dynamic Random Access Memory) and stores various types of data. The communication unit 19 communicates with other devices (for example, the sales representative terminal 2 and the corporate terminal 3 in Figure 7) via a network N that includes the Internet.

[0070] The drive 20 is appropriately fitted with removable media 21, such as a magnetic disk, optical disk, magneto-optical disk, or semiconductor memory. The program read from the removable media 21 by drive 20 is installed in the storage unit 18 as needed. Furthermore, the removable media 21 can store various types of data stored in the storage unit 18, just as the storage unit 18 does.

[0071] Although not shown in the diagram, the sales representative terminal 2 and the corporate terminal 3 in Figure 7 can also have a configuration that is basically the same as the hardware configuration shown in Figure 8. Therefore, we will omit the explanation of the hardware configuration of sales representative terminal 2 and corporate terminal 3.

[0072] Through the cooperation of various hardware and software components that make up the information processing system in Figure 7, including Server 1 in Figure 8, various processes for providing the service in Figure 1 can be executed.

[0073] Figure 9 is a functional block diagram showing an example of the functional configuration of the server in Figure 8 that constitutes the information processing system in Figure 7.

[0074] As shown in Figure 9, the CPU 11 of server 1 functions as follows: response pattern management unit 51, artificial intelligence response unit 52, person in charge switching unit 53, transcription unit 54, list management unit 55, mass broadcasting unit 56, and multilingual support unit 57. Furthermore, one area of ​​the storage unit 18 of server 1 is provided with a response pattern DB 71, a company list DB 72, a person in charge information DB 73, and an AI 74.

[0075] The response pattern management unit 51 manages multiple response patterns related to sales calls. Specifically, the response pattern management unit 51 manages the response pattern information stored in the response pattern DB 71 and can manage various types of response patterns in multiple languages, such as voice responses for initial greetings like "Thank you for your call. Is President XX available?", recorded voice responses for when the president is absent like "When will he be back?", and AI-generated voices for closing phrases like "Understood. I will contact you again later." The response pattern management unit 51 can record, upload, or generate these response patterns through the AI ​​template screen shown in Figure 4.

[0076] The artificial intelligence response unit 52 automatically handles phone calls using the predetermined artificial intelligence (AI74) based on a response pattern selected by the predetermined artificial intelligence (AI74) from among multiple response patterns managed by the response pattern management unit 51. Specifically, the artificial intelligence response unit 52, in cooperation with the AI ​​74 stored in the memory unit 18, selects an appropriate response pattern from the response pattern DB 71, detects specific words such as "absent" or "content" as triggers from the caller's utterances during a phone call, and provides a response corresponding to those triggers. For example, in response to the question "The president is currently unavailable," the system generates appropriate responses such as "When will he be back?", and in response to the question "What is the matter?", it generates appropriate responses such as "We previously met with the president and would like to propose a new system."

[0077] The representative switching unit 53 switches the call to the sales representative when the telephone response by the artificial intelligence response unit 52 meets predetermined conditions. Specifically, when the person in charge switching unit 53 meets predetermined conditions, such as the caller transferring the call to a key person, it retrieves appropriate person in charge information from the person in charge information DB 73, displays a pop-up notification on the call waiting screen in Figure 5 saying "We have successfully connected with this company!", and smoothly switches the call to the sales representative. This allows human sales representatives to respond appropriately when the AI ​​has completed the initial interaction with the receptionist and the conversation with the actual decision-maker has begun. After switching, the user will be taken to the call screen shown in Figure 6, where they can proceed with the business negotiation while reviewing the conversation history.

[0078] The response pattern management unit 51, the artificial intelligence response unit 52, and the person in charge switching unit 53 function as described above, enabling automated responses by AI and timely handover to a human, thereby efficiently utilizing human resources and allowing them to focus on high-value business negotiations.

[0079] The transcription unit 54 has the function of converting the content of telephone conversations by the artificial intelligence response unit 52 into text in real time. Specifically, the transcription unit 54 converts the conversation between the AI ​​and the other party into text in real time, such as "AI: Thank you for your call. I'm from XX Corporation. Is the president available?", "Receptionist: The president is not available", "AI: When will he be back?", and displays it on the call transcript (4) on the call waiting screen in Figure 5. This allows sales representatives on standby to check the progress of calls on their screens. The personnel switching unit 53 determines predetermined conditions (such as successful transfer to the key person) based on the textual information. Furthermore, after the call is handed over, the past conversation history will be displayed in the transcript (1) of the dial screen in Figure 6.

[0080] The list management unit 55 manages lists that include multiple sales call destinations. Specifically, the list management unit 55 manages company information (company name, telephone number, industry, contact person's name, etc.) stored in the company list DB 72, and creates and manages lists of companies that should be approached from various perspectives, such as by industry or region. This allows for filtering based on specific criteria, such as "200 companies in the IT industry with annual sales of 1 billion yen or more," enabling more efficient sales targeting. The managed list is displayed in the approach list (7) on the approach screen in Figure 3.

[0081] The mass dialing unit 56 makes simultaneous phone calls to sales contacts selected from a list managed by the list management unit 55. Specifically, the simultaneous calling unit 56 makes simultaneous phone calls to companies selected from the company list DB 72 (for example, "100 manufacturing companies in Tokyo"), and automatically adjusts the number of calls according to the number of available personnel by referring to the personnel number information stored in the personnel information DB 73. This function corresponds to the batch call controller (1) on the approach screen in Figure 3. For example, by referring to the total number of members displayed (5) and the number of members who can take over (6) in Figure 3, if there are 10 sales representatives available, it controls the number of simultaneous calls so as not to exceed 10, preventing an overloaded situation where one representative takes over multiple calls at the same time.

[0082] The multilingual support unit 57 manages response patterns for multiple languages ​​and works in conjunction with the artificial intelligence response unit 52 to enable responses in multiple languages. Specifically, the multilingual support unit 57 utilizes response pattern information in multiple languages, such as Japanese, English, Chinese, and Korean, stored in the response pattern DB 71, enabling telephone support with global companies and overseas companies. For example, it can handle approaches in English such as, "Hello, this is XX from YY company. May I speak to the president?", as well as similar approaches in Chinese.

[0083] Next, the user interface screen will be explained with reference to Figures 10 to 18. Figure 10 shows an example of a selection screen from the approach list. The screen shown in Figure 10 reveals that the system has lists of various companies, and you can select an approach list from this list to work on.

[0084] Figure 11 shows an example of a screen illustrating the correspondence between voice templates and approach list names. For example, if you want to approach 1000 companies, you can select an approach list and press a specific button to automatically make phone calls to those 1000 companies using a voice template you've specified. It's possible to make simultaneous phone calls based on the proportion of people involved. The number of simultaneous phone calls can be controlled.

[0085] Figure 12 shows an example of a telephone call screen. This screen can illustrate situations where some companies answer the phone while others do not. Figure 13 shows an example of an approach screen. On this screen, approach patterns can be templated. The response patterns used by the AI ​​can be pre-configured.

[0086] Figure 14 shows an example of a screen related to company details. On this screen, you can proceed with the business negotiation while reviewing the conversation history. Figure 15 shows an example of a screen related to changing the approach. The approach patterns are templated and can be modified.

[0087] Figure 16 shows an example of a screen related to personal outreach. It is possible to approach individuals via their personal telephone numbers and make business requests. Figure 17 shows an example of a screen related to a meeting template. It allows users to attend the meeting and transcribe the proceedings. This screen also allows users to make greetings and acknowledge participants. Furthermore, it allows users to call on the participant if necessary. Figure 18 shows an example of a screen related to multilingual support. This screen can be configured to support multiple languages.

[0088] If we refer to the embodiments described above as the first embodiment, then we will now describe the second embodiment. First, with reference to Figure 19, the approach list creation screen in the second embodiment will be described. Figure 19 shows an example of the approach list creation screen.

[0089] The approach list creation screen shown in Figure 19 is managed by the list management unit 55 (Figure 9) and provides the function of creating and managing lists, including sales call destinations, in the Toppa-kun system shown in Figure 1. This screen is displayed on the sales representative terminal 2 shown in Figure 2 and is operated by the sales representative. Specifically, at the top of the screen in Figure 19, the title "Approach List" is displayed, and below it, multiple approach lists are displayed in a table format. Each list contains information such as the list name, the number of companies, and the creation date. From the "Approach List," it is clear that the system holds lists of various companies.

[0090] Sales representatives can search for and select an approach list to perform an action on from the approach list creation screen (in Figure 19, "Receptionist Breakthrough-kun" is selected from the approach list, and when the "Execute" button is pressed, a task to run "Receptionist Breakthrough-kun" is created and linked to the approach list). The list management unit 55 creates and manages approach lists from various perspectives, such as by industry, region, and company size, based on company information stored in the company list DB 72 (Figure 9). The company list DB 72 stores detailed information such as company name, telephone number, industry, contact person's name, and company size, and the list management unit 55 combines this information to generate targeted approach lists. This makes it possible to efficiently select target companies for mass telephone calls made by the mass calling unit 56, as explained in Figure 1, enabling targeted sales activities. For example, it becomes possible to narrow down the target to "200 companies in the IT industry with annual sales of 1 billion yen or more."

[0091] Next, I will explain the Pass-Through-kun management screen with reference to Figure 20. In the second embodiment, the above-mentioned "Reception Pass-Through-kun" will be referred to as "Reception Pass-Through-kun (or "Pass-Through-kun")" to clarify that this is an explanation of the second embodiment. Figure 20 shows an example of the Tokakun management screen.

[0092] The Tokakun management screen in Figure 20 displays multiple tasks for Tokakun. Figure 20 corresponds to the approach screen in Figure 3 and is the control screen that forms the core of the system in the second embodiment. The Tokakun management screen in Figure 20 is a screen for controlling telephone outgoing by the mass dialing unit 56 (Figure 9). This screen is displayed on the sales representative terminal 2 in Figure 7, and various settings can be made while communicating with the server 1. The Pass-Through-kun management screen includes the following main functions: The first function is the digital worker selection function. The pull-down menu on the left side of the screen allows the user to select a digital worker to use from among multiple response patterns stored and managed by the response pattern management unit 51 (Figure 9) in the response pattern DB 71 (Figure 9) (for example, "Hanako Sato"). In the second embodiment, the digital worker can automatically generate voice without recording as in the first embodiment. The response pattern DB 71 stores multiple digital worker information, including various settings which will be described later in Figure 21.

[0093] The second function is the execution button function. By pressing the execution button, the mass dialing unit 56 automatically starts making calls to the selected approach list (a list extracted from the company list DB72) in proportion to the number of people who will be responding. The mass dialing unit 56 makes phone calls to the company terminals 3 via the network N shown in Figure 7. The third function is the function to display the number of people available to handle calls. The screen displays the set number of people available to handle calls and the number of standby staff currently available to handle calls, based on the information stored in the staff information DB73 (Figure 9). The simultaneous dialing unit 56 automatically adjusts the number of calls made according to this standby number. Specifically, the number of calls made simultaneously is controlled by the following fourth function according to the number of available staff. Note that if the number of people available to handle calls is read as the number of standby staff, then the number of standby staff should be read as the number of active staff (Figure 25).

[0094] The fourth function is the pitch adjustment function. The screen is equipped with a slider (or input field) for adjusting the pitch, which allows you to set the percentage of calls to be made simultaneously relative to the number of people available. For example, if there are two people available and two on standby, and the pitch is 1000%, then 2 people × 1000% ÷ 100 = 20 calls will be automatically made simultaneously. Also, if one of the two people is on call and there is effectively only one person on standby, the simultaneous dialing unit 56 will automatically control the number of calls to be made to 1 person × 1000% ÷ 100 = 10 calls (the 500% shown in the diagram will not be explained here). In this way, the simultaneous dialing unit 56 prevents missed calls by dynamically adjusting the number of calls according to the number of available staff. The fifth function is the automatic pitch function. The screen has an automatic pitch checkbox, and by checking this checkbox, the function will be automatically executed according to the pre-set pitch settings, which will be explained later in Figure 24.

[0095] The sixth function is the automatic distribution function. The screen has an automatic distribution checkbox, and by checking this checkbox, the person in charge switching unit 53 (Figure 9) automatically distributes calls that have passed reception to operators according to the priority explained in Figure 25 below. This function enables the appropriate timing of handover to a human, as explained in Figure 1. The seventh function is the call time zone setting function. The screen has input fields for setting the start and end times, allowing the system to control the system so that calls are only made during the set time zone. This makes it possible to set the system so that even if there is a standby person and the system is running, the mass dialing unit 56 will not operate outside of this time zone, and even if the system is running unattended, calls will automatically stop outside of the set time zone.

[0096] Thus, the Totsuka-kun management screen in Figure 20 allows for detailed control of telephone outgoing calls made by the simultaneous outgoing call unit 56, as explained in Figures 1 and 9, enabling sales activities that efficiently utilize human resources. In the overall information processing system shown in Figure 7, Server 1 plays a central role in coordinating various processes.

[0097] Next, we will explain the digital worker settings screen, referring to Figure 21. Figure 21 shows an example of the digital worker settings screen.

[0098] The digital worker settings screen shown in Figure 21 corresponds to the AI ​​template screen in Figure 4 in the first embodiment, and is a screen that allows setting the response patterns managed by the response pattern management unit 51 (Figure 9). The contents set on this digital worker settings screen are stored in the response pattern DB 71 (Figure 9) and used when the artificial intelligence response unit 52 (Figure 9) works in cooperation with AI 74 (Figure 9) to handle telephone calls. The digital worker settings screen allows you to configure specific items for the following main functions. The first function is the function for setting anticipated questions and answers. The screen is provided with multiple input fields, allowing users to pre-set answers for anticipated questions. The artificial intelligence response unit 52 (Figure 9) works in conjunction with the AI ​​74 (Figure 9) to convert these pre-set answers into speech, which can then be used for telephone responses as described in Figure 1. The response pattern management unit 51 stores and manages these settings in the response pattern DB 71.

[0099] The second function is an automatic response function. Specifically, when a question that has not been pre-configured is received, the artificial intelligence response unit 52 (Figure 9) works in conjunction with AI 74 (Figure 9) to automatically provide an answer based on the basic information stored in the response pattern DB 71. As a result, Server 1 can automatically provide answers even when questions that have not been pre-configured are received. This second function enables natural conversation, reduces the receptionist's apprehension, and thereby improves the success rate of closing sales calls. The third function is the gender selection function. The digital worker settings screen, although not specifically illustrated, includes an option to select male or female respondents, allowing users to specify the gender of the voice generated by AI74. This setting allows the digital worker settings screen to select the optimal response pattern according to the company's industry and size. The fourth function is the speech speed adjustment function. The digital worker settings screen has a slider (or adjustment bar, etc.) for adjusting the speech speed, although it is not specifically shown in the illustration, allowing you to set the speaking speed of AI74. For example, you can use a slower speed for financial institutions where polite service is required, and a faster speed for IT startups where casual service is acceptable. The fifth function is the temperature setting function. This temperature is a parameter that indicates the degree of AI74's creativity and versatility. Setting the temperature low results in responses that are faithful to pre-set instructions (prompts), while setting the temperature high increases the likelihood that AI74 will automatically think of and speak about things not included in the instructions.

[0100] As described above, the digital worker settings screen in Figure 21 allows you to create multiple digital workers according to your needs, and these can be stored and managed in the response pattern DB71 (Figure 4). Then, in the Totsu-kun management screen in Figure 20, you can select and use the most suitable digital worker from among them.

[0101] Next, we will explain the operator standby screen with reference to Figure 22. Figure 22 shows an example of an operator standby screen.

[0102] The operator standby screen shown in Figure 22 corresponds to the standby screen in Figure 5 in the first embodiment and is used to check the status of the conversation in real time while the artificial intelligence response unit 52 (Figure 4) is handling the call using AI 74. The operator standby screen includes the following main functions: The first function is the company information display function. The area on the left side of the screen displays company information of the company that answered the phone. Specifically, information such as the company name, representative's name, and company URL is retrieved from the company list DB72 (Figure 4) and displayed in the format shown in the diagram. In Figure 22, the artificial intelligence response unit 52 (Figure 9) works in conjunction with AI74 (Figure 9) to display the phone calls that are currently being answered (conversations in progress), which allows for efficient monitoring of multiple call statuses.

[0103] The second function is a real-time transcription display function. The transcription unit 54 (Figure 9) transcribes the conversation between the AI ​​74 and the representative of the other company in real time and displays it in the area on the right side of the screen. Sales representatives can check the progress of each call while reviewing this transcript. The third function is the breakthrough call answering button function (reception bypass button function). When the AI ​​74's telephone answering by the artificial intelligence response unit 52 meets predetermined conditions, for example, when it successfully transfers the call to the key person as explained in Figure 1, a "Breakthrough Call Answering" button (or "Transfer" button, etc.) is displayed on the screen. By pressing this button, the sales representative can activate the representative switching unit 53 (Figure 4), which switches the call from AI 74 to a human sales representative.

[0104] Thus, the operator standby screen in Figure 22 allows sales representatives to monitor multiple calls simultaneously and prepare to take over calls at the appropriate time. Furthermore, in the information processing system in Figure 7, server 1 executes the transcription unit 54 function and transmits the results to sales representative terminal 2, enabling real-time information sharing.

[0105] Next, we will explain the screen after passing through, referring to Figure 23. Figure 23 shows an example of the screen after passing through the area.

[0106] The post-transition screen shown in Figure 23 corresponds to the call screen in Figure 6 in the first embodiment, and is a screen that can be used by the sales representative on the sales representative terminal 2 in Figure 7 after the call has been switched by the person in charge switching unit 53 (Figure 9). This post-transition screen is used as the screen after the handover from AI to human is completed. This post-transition screen includes the following main functions: The first function is the company information display function. The area on the left side of the screen displays detailed information about the company of the person being called. This information is obtained from the company list DB72 (Figure 9). The second function is the AI ​​response history display function. In the area on the right side of the screen, the content of the telephone conversations conducted by the artificial intelligence response unit 52 is transcribed into text by the transcription unit 54 and displayed. Specifically, the history of conversations that AI 74 had with receptionists is displayed in chronological order, allowing sales representatives to review past interactions.

[0107] The post-transaction screen allows the sales representative to smoothly proceed with the business negotiation, referring to the information acquired by the AI ​​response unit 52. In addition, the sales representative can visually confirm the conversation history converted by the transcription unit 54, enabling them to respond naturally as if they had been making the call from the beginning.

[0108] Next, we will explain the automatic pitch setting screen, referring to Figure 24. Figure 24 shows an example of the automatic pitch setting screen.

[0109] The automatic pitch setting screen shown in Figure 24 is a setting screen that allows the number of transmissions made by the simultaneous transmission unit 56 (Figure 9) to be automatically adjusted in stages according to the number of available standby personnel. The settings made on this screen are saved in the storage unit 18 (Figure 9) of the server 1 and are used when the automatic pitch is checked on the Pass-Through-kun management screen shown in Figure 20. The automatic pitch setting screen includes a function to input tiered pitch settings based on the number of people waiting. Specifically, the automatic pitch setting screen has an input field to set the pitch to 200% when there is one person waiting. It also has an input field to set the pitch to 400% when there are two people waiting, and an input field to set the pitch to 800% when there are three people waiting. Furthermore, for the fourth person and beyond, the automatic pitch setting screen includes an input field to set the pitch to +100% when there are four or more people waiting, and an input field to set the upper limit of the pitch to 1200%. In addition, the automatic pitch setting screen has a registration button to confirm the settings.

[0110] The simultaneous transmission unit 56 obtains the number of available standby personnel from the personnel information DB 73 (Figure 9), and if the number of available standby personnel changes, it can automatically adjust the number of transmissions in stages according to the corresponding setting value. For example, if the number of standby personnel increases from one to two, the pitch automatically switches from 200% to 400%, and the number of simultaneous transmissions increases. In other words, the simultaneous transmission unit 56 can set a larger pitch when the number of available standby personnel changes in a direction that increases. In the "Pass-Through-kun" management screen shown in Figure 20, checking the "Automatic Pitch" option allows the number of pitches to be automatically adjusted according to the number of people, enabling efficient sales activities. It also allows for the efficient utilization of human resources.

[0111] Next, we will explain the automatic sorting function settings screen, referring to Figure 25. Figure 25 shows an example of the automatic sorting function settings screen.

[0112] The automatic call routing function setting screen shown in Figure 25 is a setting screen for automatically routing calls by the operator switching unit 53 (Figure 9) according to the operator's priority (it has a priority setting function). The settings made on this screen are stored in the operator information DB 73 (Figure 9) and are used when the automatic routing option is checked on the Toka-kun management screen in Figure 20. The priority levels for the sales representatives mentioned above correspond specifically to the priority levels displayed in the pull-down menu on the automatic allocation function settings screen, such as "Highest Priority," "Priority," "Standard," "Standard Reception," and "Low Priority Reception." On the automatic allocation function settings screen, you can set appropriate priorities according to the operator's abilities and experience, the importance of the customer, and other factors. By checking the automatic distribution option in the "Pass-Through-Kun" management screen explained in Figure 20, incoming calls are automatically switched to operators according to their priority, enabling efficient staffing. Furthermore, calls are handed over to humans at the appropriate time.

[0113] As explained above with reference to Figures 19 to 25, the second embodiment provides an integrated series of sales telephone support functions, from managing the approach list to automated responses by AI and handing over to a human at the appropriate time. This enables the efficient use of human resources and concentration on high-value business negotiations, which are the objectives of the service described in Figure 1.

[0114] Although one embodiment of the present invention has been described above, the present invention is not limited to the embodiments described above, and any modifications, improvements, etc. that can achieve the objectives of the present invention are considered to be included in the present invention.

[0115] In the embodiment described above, the service is provided by accessing a website managed by Server 1, but it is not limited to this form. For example, the service may be made available on sales representative terminal 2 and corporate terminal 3 by launching various application software installed on sales representative terminal 2 and corporate terminal 3.

[0116] Furthermore, the system configuration shown in Figure 7 and the hardware configuration of Server 1 shown in Figure 8 are merely illustrative examples for achieving the objectives of the present invention and are not particularly limited.

[0117] Furthermore, the functional block diagram shown in Figure 9 is merely illustrative and not particularly limiting. In other words, it is sufficient that the information processing system in Figure 7 has the functionality to execute the various processes described above as a whole, and the functional blocks and databases used to realize this functionality are not particularly limited to the example in Figure 9.

[0118] Furthermore, the location of the functional blocks and database is not limited to Figure 9, but can be any location. For example, at least a portion of the functional blocks and database located on Server 1 may be provided on Sales Representative Terminal 2, Corporate Terminal 3, or other information processing devices (not shown).

[0119] Furthermore, the series of processes described above can be executed by hardware or by software. Furthermore, a single functional block may consist of hardware alone, software alone, or a combination of both.

[0120] When a series of processes are executed by software, the programs that make up that software are installed on a computer or other device from a network or storage medium. The computer may be a computer that is built into dedicated hardware. Furthermore, a computer can be any computer capable of performing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

[0121] Such recording media containing programs may consist not only of removable media (not shown) distributed separately from the main unit of the device to provide the program to the user, but also of recording media provided to the user in a state where they are pre-installed in the main unit of the device.

[0122] In this specification, the step of describing a program to be recorded on a recording medium includes not only processes that are performed chronologically in that order, but also processes that are not necessarily performed chronologically, but are executed in parallel or individually.

[0123] In summary, the information processing device to which the present invention applies only needs to have the following configuration, and can take various forms. That is, the information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9) is In an information processing device that supports sales calls (for example, sales calls shown in Figures 1 and 2), A response pattern management means (for example, the response pattern management unit 51 in Figures 1 and 9) for managing multiple response patterns related to the aforementioned sales calls, An artificial intelligence response means (for example, the artificial intelligence response unit 52 in Figures 1 and 9) automatically performs telephone responses based on a response pattern selected by a predetermined artificial intelligence (for example, AI74 in Figure 9) from among the aforementioned multiple response patterns, When the telephone response by the predetermined artificial intelligence satisfies predetermined conditions (for example, successfully transferring the call to the key person mentioned above), a means for switching to a sales representative (for example, the representative switching unit 53 in Figures 1 and 9) is provided, Having that will suffice.

[0124] In this way, by enabling automated responses by AI and handing over to humans at the appropriate time, human resources can be used efficiently, allowing them to focus on the high-value aspects of business negotiations.

[0125] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The system further includes a transcription means (for example, the transcription unit 54 in Figures 1 and 9) that converts the content of the telephone conversation by the predetermined artificial intelligence into text in real time. The aforementioned personnel switching means determines the predetermined conditions based on the character information converted by the transcription means. It is possible. This allows sales representatives to visually review call content and hand over calls at the appropriate time.

[0126] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), A list management means for managing a list containing multiple sales call destinations (for example, the list management unit 55 in Figures 1 and 9), A mass dialing means (for example, the mass dialing unit 56 in Figures 1 and 9) that simultaneously dials sales contacts selected from the aforementioned list, Furthermore, It is possible. This allows for efficient outreach to a large number of companies and enables the expansion of sales activities.

[0127] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned simultaneous calling device automatically adjusts the number of calls made according to the number of available personnel (for example, if there are 10 available sales representatives, it controls the number of simultaneous calls so as not to exceed 10). It is possible. This enables optimal resource allocation and efficient sales activities.

[0128] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned response pattern management means manages one of the following as the response pattern: voice response, recorded voice, or AI-generated voice (see, for example, the AI ​​template screen (AI breakthrough template screen) in Figure 4). It is possible. This enables the provision of the most appropriate response based on the situation and purpose, thereby improving the quality of service.

[0129] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned artificial intelligence detects a specific word as a trigger in the content of the caller's speech during the telephone call and performs a response corresponding to that trigger (see, for example, Phase 2 in Figure 2). It is possible. This allows for more natural conversations and improves the success rate of successful sales calls.

[0130] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned predetermined conditions include the fact that the caller transferred the call to the key person during the telephone conversation (for example, the successful transfer to the key person as described above), It is possible. This allows for direct business negotiations with decision-makers, thereby increasing the conversion rate.

[0131] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), Manage response patterns that support multiple languages, The aforementioned artificial intelligence is capable of responding in multiple languages. It is possible. This enables international sales activities and alleviates geographical constraints on business expansion.

[0132] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), A voice characteristic setting means for setting the characteristics of the voice used by the aforementioned artificial intelligence response means (for example, a gender selection function, a speech speed adjustment function, a temperature setting function, etc. in the digital worker setting screen in Figure 21). Furthermore, The aforementioned voice characteristic setting means is It is possible to set at least one of the following: gender, speech speed, and the degree of creativity of the predetermined artificial intelligence. It can be done this way. This allows companies to select the most suitable response pattern based on their industry and size, further improving the quality of their service.

[0133] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned personnel switching means is Priority setting means for setting priorities for multiple personnel (operators in Figure 25) (for example, the priority setting function in the automatic distribution function setting screen in Figure 25, priority information stored in the personnel information DB73 in Figure 9, etc.), When the predetermined conditions are met, a distribution means (for example, the automatic distribution function in Figure 25, the automatic distribution checkbox in Figure 20, etc.) distributes the call to the highest priority person among the multiple persons based on the priority, Having, It is possible. This enables automatic assignment to the most suitable person, allowing for efficient personnel allocation.

[0134] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The simultaneous transmission means adjusts the number of transmissions in stages according to the corresponding setting value when the number of available personnel changes, based on a preset setting value for the number of transmissions according to the stage of the number of personnel who can respond (for example, 200% for the first person, 400% for the second person, 800% for the third person, +100% for the fourth person and beyond, with an upper limit of 1200%, etc., as shown in the automatic pitch setting screen of Figure 24). It is possible. This enables optimal call volume control based on fluctuations in the number of staff members, preventing missed opportunities and allowing for efficient sales activities.

[0135] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), A time-slot setting means for setting the time period during which telephone calls are permitted to be made using the aforementioned mass calling means (for example, the call time slot setting function in the Pass-Through-kun management screen in Figure 20, input fields for start time and end time, etc.). Furthermore, The aforementioned simultaneous transmission means is Telephone calls are made only within the time period set by the aforementioned time period setting means. It is possible. This ensures that calls are automatically stopped outside of set hours, even when the system is running unattended, guaranteeing that business activities only take place during appropriate time slots.

[0136] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned response pattern management means is A means for pre-setting the content of answers to anticipated questions (for example, the function for setting anticipated questions and answers in the digital worker setting screen shown in Figure 21), A voice generation means that generates voice in real time based on the pre-set response content (for example, AI74 in Figure 4, an automatic response generation function based on basic information in Figure 21, etc.), It has, The aforementioned artificial intelligence response means is Even for questions that have not been pre-set, the predetermined artificial intelligence generates and speaks an answer. It is possible. This frees us from the limitations of recorded audio, enabling more flexible and natural conversations.

[0137] In an information processing device to which the present invention is applied (for example, Server 1 in Figures 1, 7 to 9), The aforementioned response pattern management means is The system manages multiple response patterns corresponding to at least one of the following: industry, company size, or purpose (for example, multiple digital workers created on the digital worker settings screen in Figure 21, the digital worker selection dropdown in Figure 20, the response pattern DB71 in Figure 9, etc.), and selects a response pattern from the multiple response patterns based on the attributes of the sales call recipient. It is possible. This enables the provision of optimal responses tailored to the characteristics of target companies, further improving sales efficiency. [Explanation of symbols]

[0138] 1...Server, 2...Sales representative terminal, 3...Corporate terminal, 11...CPU, 12...ROM, 13...RAM, 14...Bus, 15...Input / Output interface, 16...Input unit, 17...Output unit, 18...Storage unit, 19...Communication unit, 20...Drive, 21...Removable media, 51...Response pattern management unit, 52...Artificial intelligence response unit, 53...Responsible person switching unit, 54...Transcription unit, 55...List management unit, 56...Broadcast unit, 57...Multilingual support unit, 71...Response pattern DB (database), 72...Corporate list DB, 73...Responsible person information DB, 74...AI

Claims

1. In an information processing device that supports sales calls, A response pattern management means for managing multiple response patterns related to the aforementioned sales calls, An artificial intelligence response means that automatically handles telephone calls using a predetermined artificial intelligence based on a response pattern selected by the predetermined artificial intelligence from among the aforementioned multiple response patterns, A means for switching to a sales representative when the telephone response by the predetermined artificial intelligence meets predetermined conditions, An information processing device equipped with the following features.

2. The system further comprises a transcription means that converts the content of the telephone interaction by the predetermined artificial intelligence into text in real time, The aforementioned personnel switching means determines the predetermined conditions based on the character information converted by the transcription means. The information processing apparatus according to claim 1.

3. A list management system for managing a list containing multiple sales call destinations, A means for making simultaneous phone calls to sales contacts selected from the aforementioned list, The information processing apparatus according to claim 1, further comprising:

4. The aforementioned mass broadcasting device automatically adjusts the number of broadcasts according to the number of available personnel. The information processing apparatus according to claim 3.

5. The aforementioned response pattern management means manages one of the following as the response pattern: voice response, recorded voice, or artificial intelligence-generated voice. The information processing apparatus according to claim 1.

6. The predetermined artificial intelligence, in the telephone interaction, detects a specific word from the content of the other party's speech as a trigger and performs a response corresponding to that trigger. The information processing apparatus according to claim 1.

7. The aforementioned predetermined conditions include, in the aforementioned telephone call, the other party transferring the call to the key person. The information processing apparatus according to claim 1.

8. Manage response patterns that support multiple languages, The aforementioned artificial intelligence is capable of responding in multiple languages. The information processing apparatus according to claim 1.

9. Voice characteristic setting means for setting the characteristics of the voice used by the artificial intelligence response means. Furthermore, The aforementioned voice characteristic setting means is It is possible to set at least one of the following: gender, speech speed, and the degree of creativity of the predetermined artificial intelligence. The information processing apparatus according to claim 1.

10. The aforementioned personnel switching means is A priority setting means for setting priorities for multiple persons in charge, A distribution means that, when the predetermined conditions are met, distributes the call to the highest priority person among the multiple persons based on the priority, The information processing apparatus according to claim 1, having the following features.

11. The aforementioned simultaneous transmission means is Based on a preset setting for the number of calls made according to the number of available personnel, the number of calls made is adjusted in stages according to the corresponding setting when the number of available personnel changes. The information processing apparatus according to claim 4.

12. Time zone setting means for setting the time period during which telephone calls made by the aforementioned simultaneous calling means are permitted. Furthermore, The aforementioned simultaneous transmission means is Telephone calls are made only within the time period set by the aforementioned time period setting means. The information processing apparatus according to claim 3.

13. The aforementioned response pattern management means is A means for pre-setting answers to anticipated questions, A voice generation means that generates voice in real time based on the pre-set response content, It has, The aforementioned artificial intelligence response means is Even for questions not pre-set, the aforementioned artificial intelligence generates and speaks an answer. The information processing apparatus according to claim 5.

14. The aforementioned response pattern management means is The system manages multiple response patterns corresponding to at least one of the following: industry, company size, or purpose, and selects a response pattern from the multiple response patterns based on the attributes of the customer making the sales call. The information processing apparatus according to claim 1.

15. An information processing method performed by an information processing device that supports sales calls, A response pattern management step for managing multiple response patterns related to the aforementioned sales calls, An artificial intelligence response step in which telephone responses are automatically performed by the predetermined artificial intelligence based on the response pattern selected by the predetermined artificial intelligence from among the aforementioned multiple response patterns, When the telephone response by the predetermined artificial intelligence meets predetermined conditions, a representative switching step is taken to switch to a call to the sales representative, Information processing methods including

16. On the computer, A response pattern management step that manages multiple response patterns for sales calls, An artificial intelligence response step in which telephone responses are automatically performed by the predetermined artificial intelligence based on the response pattern selected by the predetermined artificial intelligence from among the aforementioned multiple response patterns, When the telephone response by the predetermined artificial intelligence meets predetermined conditions, a representative switching step is taken to switch to a call to the sales representative, A program that executes control processes, including those mentioned above.

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