SERVER, INFORMATION PROCESSING METHOD, AND NETWORK SYSTEM

Abstract

To provide a technique for improving convenience of Q & A service.SOLUTION: A server 100 is provided to provide Q & A service. The server includes: a communication interface 160 that communicates with a user terminal 200 and an operator terminal 300; and a processor 110 that displays, on the basis of user identification information when requested to interact with an operator via the user terminal via the communication interface, member information on the operator terminal.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a technique for providing a Q&A service using a communication network such as the Internet. [Background technology]

[0002] Conventionally, a technology for making and answering various inquiries using a communication network such as the Internet has been known as a Q&A service. For example, Japanese Patent Application Laid-Open No. 2003-44487 (Patent Document 1) discloses a question / answer system and a server device compatible with the question / answer system. According to Patent Document 1, as one of product support, a Web site is established where a questioner (PDA user) and an advisor can exchange questions and answers via a server device. Here, Q&A data obtained so far is made public on the Internet, and a top ten list, which is a list of these question / answer information, and a question list page by category are also created and made public on the communication network. Then, when creating the list of question / answer information, the list order is determined according to the appearance rate of the URL entered in the answer information. This makes it possible to always make public a list of question / answer information in a list order that dynamically changes according to the trend of users' questions. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2003-44487 A Summary of the Invention [Problem to be solved by the invention]

[0004] An object of the present invention is to provide a technique for improving the convenience of a Q&A service. [Means for solving the problem]

[0005] According to an aspect of the present invention, there is provided a server for providing a Q&A service, the server comprising a communication interface for communicating with a user terminal and an operator terminal, and a processor for displaying member information on the operator terminal based on user identification information when an interaction with an operator is requested via the user terminal via the communication interface. Effect of the Invention

[0006] As described above, according to the present invention, it is possible to improve the convenience of the Q&A service. [Brief description of the drawings]

[0007] [Figure 1] FIG. 1 is a conceptual diagram showing an overall configuration and an outline of an operation of a network system 1 according to a first embodiment. [Diagram 2] FIG. 2 is a conceptual diagram showing a chat screen on an operator side of the Q&A service according to the first embodiment. [Diagram 3] FIG. 2 is a block diagram showing a configuration of a server according to the first embodiment. [Figure 4] FIG. 2 is a conceptual diagram showing member information data A according to the first embodiment. [Diagram 5] FIG. 11 is a schematic diagram showing session information data B according to the first embodiment. [Figure 6] FIG. 13 is a conceptual diagram showing registered product data C according to the first embodiment. [Figure 7] FIG. 2 is a conceptual diagram showing operation log data D according to the first embodiment. [Figure 8] FIG. 2 is an image diagram showing consultation history data E according to the first embodiment. [Figure 9] FIG. 2 is an image diagram showing product data F according to the first embodiment. [Figure 10] FIG. 2 is a conceptual diagram showing fault information data G according to the first embodiment. [Figure 11]FIG. 2 is a conceptual diagram showing operator data H according to the first embodiment. [Figure 12] FIG. 2 is a block diagram showing a configuration of a communication terminal of an operator according to the first embodiment. [Figure 13] FIG. 2 is a block diagram showing a configuration of a user's communication terminal according to the first embodiment. [Figure 14] 4 is a first flowchart showing information processing in the network system according to the first embodiment. [Figure 15] FIG. 2 is an image diagram showing an example of a user screen of the Q&A service according to the first embodiment. [Figure 16] FIG. 2 is an image diagram showing a transition of a user's screen of the Q&A service according to the first embodiment. [Figure 17] FIG. 2 is an image diagram showing an example of a user screen of the Q&A service according to the first embodiment. [Figure 18] 11 is a second flowchart showing information processing in the network system according to the first embodiment. [Figure 19] FIG. 2 is a conceptual diagram showing the right side of a chat screen on the operator side of the Q&A service according to the first embodiment. [Figure 20] FIG. 13 is a conceptual diagram showing a chat screen on an operator side of a Q&A service according to a fourth embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0008] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In the following description, the same components are denoted by the same reference numerals. Their names and functions are also the same. Therefore, detailed description thereof will not be repeated. <First embodiment> <Overall configuration of network system 1>

[0009] First, the overall configuration of a network system 1 according to the present embodiment will be described with reference to Fig. 1. The network system 1 according to the present embodiment mainly includes a server 100 for providing a Q&A service, a communication terminal 200 of a user as a questioner who uses the Q&A service, and a communication terminal 300 of an operator as an answerer who uses the Q&A service.

[0010] The server 100 is realized by a single device or multiple devices on the cloud. For example, the server 100 is a concept including a server that operates a website that first accepts Q&A inquiries and responds to them using a chatbot, a server that manages the communication terminals 300 of operators, and the like.

[0011] The communication terminals 200 and 300 are realized by a smartphone, a tablet, a personal computer, a speaker, or the like, and are capable of communicating with the server 100 via the Internet or a carrier network. <Outline of Network System 1 Operation>

[0012] Next, an overview of the operation of the network system 1 according to the present embodiment will be described with reference to FIG.

[0013] First, an administrator of the Q&A service registers in advance in the server 100 FAQ data including a plurality of combinations of questions about products, services, etc. and their answers.

[0014] When a question is received from the user's communication terminal 200, the server 100 realizes a chatbot for the Q&A service. Here, the user may manually input the text of the question or may input it by voice.

[0015] The server 100 automatically selects or creates an answer corresponding to the inquiry by referring to FAQ data using natural language processing, AI learning, etc., and provides the answer to the user. The server 100 accumulates the questions received from the user, the answers to the user, data indicating whether the answer was given, etc. as log data.

[0016] In particular, in this embodiment, the server 100 receives from the user an evaluation of whether the user is satisfied with the answer, and a request to directly interact with an operator. When the server 100 receives a request to interact with an operator, the server 100 transfers the role of answering the Q&A service from the chatbot to the operator ((1) in FIG. 1).

[0017] It is possible that an operator can switch between multiple windows or tabs and be responsible for answering questions from multiple users at the same time. In that case, since an operator cannot answer questions from many users at the same time without any restrictions, it is possible to set a fixed upper limit on the number of users, such as "one operator can answer up to three users" (hereinafter, "user limit"), or to set a different number for each operator depending on the operator's experience and skill. While this user limit has been reached, the operator will not be assigned the role of answering questions from new users.

[0018] At this time, the server 100 requests the user to log in to the service. The user logs in to the service by inputting a user ID and password ((2) in FIG. 1).

[0019] Based on the user ID, the server 100 reads out the user's membership information, log information and product information of the device 400 owned by the user, and the like, and transmits them to the operator's communication terminal 300. This enables the operator to answer the user's questions while referring to information about the user, information about the user's electrical device 400, log information, and the like, as shown in Fig. 2.

[0020] Here, the device 400 may be, for example, an electric device such as an air conditioner or a television, but may also be a non-electrical device such as furniture.

[0021] In addition, if the device 400 is an electrical device equipped with a communication interface, it may be configured to automatically transmit log information and product information to a server. In this case, the log information and product information may be transmitted to the server directly from the device, or may be transmitted to the server via a user terminal.

[0022] The log information and product information may be transmitted to the server 100 in advance, or may be transmitted to the server 100 whenever necessary in response to a user question. As for the trigger for communication of the log information and product information, the device side may start communication when an event such as power-on, temperature setting, or channel change occurs, or the server 100 side may determine what information would be useful for answering the user question and start communication to obtain such information from the device. Alternatively, a mixed form using both of these triggers may be considered.

[0023] If device 400 is not an electrical device equipped with a communication interface, for example, it may be recommended that the user access the member site from time to time and manually input information about the device, and that information may be used as product information.

[0024] A specific configuration of the network system 1 for realizing such functions will be described in detail below. <Server configuration>

[0025] First, a configuration of server 100 constituting network system 1 according to the present embodiment will be described. Referring to Fig. 3, server 100 includes, as main components, a CPU (Central Processing Unit) 110, a memory 120, an operation unit 140, and a communication interface 160.

[0026] CPU 110 controls each unit of server 100 by executing a program stored in memory 120. For example, CPU 110 executes a program stored in memory 120 and performs various processes (described later) by referring to various data.

[0027] The memory 120 is realized by various RAMs, various ROMs, etc., and may be included in the server 100, may be detachable from various interfaces of the server 100, or may be a recording medium of another device accessible from the server 100. The memory 120 stores programs executed by the CPU 110, data generated by execution of the programs by the CPU 110, input data, other databases used for the service according to this embodiment, and the like.

[0028] For example, memory 120 stores member information data A as shown in Fig. 4. Member information data A stores a user ID, email address, password, name, postal code, address, phone number, etc. for each user.

[0029] The memory 120 stores session information data B as shown in Fig. 5. The session information data B stores a session ID, a user ID, a session date and time, etc. for each session.

[0030] The memory 120 stores registered product data C as shown in Fig. 6. The registered product data C stores a serial number, a user ID, a product model number, and the like for each registered product (device such as the air conditioner in Fig. 1).

[0031] The memory 120 stores product operation log data D as shown in Fig. 7. The product operation log data D stores the product serial number, the contents of the log, the date and time of the log, and the like for each log.

[0032] The memory 120 stores consultation history data E as shown in Fig. 8. The consultation history data E stores, for each consultation, a session ID, the serial number of the product in question, the contents of the consultation, and the like.

[0033] The memory 120 stores product data F as shown in Fig. 9. The product data F stores the model number, product name, etc. for each type of registered product.

[0034] The memory 120 stores product fault information data G as shown in Fig. 10. The product fault information data G stores, for each fault, the product model number, the details of the fault, the start date and time of the fault, and the end date and time of the fault.

[0035] The memory 120 stores operator data H as shown in Fig. 11. The operator data H stores an operator ID, a current status, and the like for each operator.

[0036] The current status can be set by the operator on the UI of the chat screen in Fig. 2. If the operator is "online", the role of answering questions from users is assigned, but if the operator is "offline" during a break or the like, the role of answering questions from users is not assigned, and is assigned to one of the other operators. Note that the status may not be manually set by the operator himself on the UI of the chat screen, but may be automatically set by the CPU 110 with reference to the operator's operation status, schedule, etc.

[0037] Returning to FIG. 3, operation unit 140 receives an instruction from a service administrator or the like, and inputs the instruction to CPU 110.

[0038] The communication interface 160 transmits data from the CPU 110 to other devices such as the user's communication terminal 200, the operator's communication terminal 300, and the equipment 400 via the Internet, a carrier network, a router, etc. Conversely, the communication interface 160 receives data from these terminals and other devices via the Internet, a carrier network, a router, etc., and passes the data to the CPU 110. <Configuration of communication terminal 300>

[0039] 12, a description will be given of one aspect of the configuration of the operator's communication terminal 300 and the user's communication terminal 200 constituting the network system 1. For example, the operator's communication terminal 300 includes, as main components, a CPU 310, a memory 320, a display 330, an operation unit 340, a communication interface 360, a speaker 370, and a microphone 380.

[0040] The CPU 310 controls each unit of the communication terminal 300 by executing a program stored in the memory 320 .

[0041] The memory 320 is realized by various RAMs, various ROMs, etc. The memory 320 stores application programs for various services, application programs for the Q&A service, data generated by execution of programs by the CPU 310, data received from the server 100, data input via the operation unit 340, information for identifying the operator or user of the communication terminal 300, etc.

[0042] Display 330 displays images and text based on data from CPU 310. Operation unit 340 is composed of a pointing device, switches, etc., and inputs various commands from the user to CPU 310. Note that communication terminal 300 may have a touch panel 350 including display 330 and operation unit 340.

[0043] Communication interface 360 ​​transmits and receives data to and from other devices such as server 100 and communication terminal 200 via the Internet, a carrier network, a router, etc. For example, CPU 310 transmits and receives various types of information, such as text data and audio data including questions and answers, to and from server 100 via communication interface 360 ​​in accordance with a web browser application program or a dedicated Q&A service application program.

[0044] For example, the CPU 310 of the operator's communication terminal 300 receives text data of a question from a user from the server 100 in accordance with the application program in the memory 320, and displays the text data on the display 330. The CPU 310 then receives text data of an answer via the operation unit 340, and transmits the answer to the server 100 via the communication interface 360.

[0045] With regard to the user's communication terminal 200, the CPU 210 receives text data of a question via the operation unit 240 in accordance with the application program in the memory 220, and transmits the question to the server 100 via the communication interface 260. The CPU 210 then receives text data of a response by a chatbot or an operator from the server 100, and displays it on the display 230.

[0046] The speaker 370 outputs various sounds based on signals from the CPU 310. The CPU 310 may output the answer received from the server 100 as sound, not limited to the display 330.

[0047] Microphone 380 receives voice and inputs the voice data to CPU 310. CPU 310 may receive a voice message from a user, not limited to operation unit 340, and transmit the voice message to server 100. For example, CPU 310 outputs voice data of a question via speaker 370 and receives voice data of an answer via microphone 380 according to an application program for the Q&A service. <Configuration of communication terminal 200>

[0048] The configuration of communication terminal 200 used by a user has a similar configuration to that of communication terminal 300 used by an operator, as shown in FIG. 13, and therefore the description will not be repeated here. <Information processing of network system 1>

[0049] Next, information processing in the user's communication terminal 200, the operator's communication terminal 300, and the server 100 of the network system 1 according to this embodiment will be described with reference to Fig. 14 and Fig. 15. The CPU 210 of the user's communication terminal 200 executes the following processing according to the program in the memory 220. The CPU 310 of the operator's communication terminal 300 executes the following processing according to the program in the memory 320. The CPU 110 of the server 100 executes the following processing according to the program in the memory 120.

[0050] CPU 210 of user's communication terminal 200 accepts input of a question text from the user via operation unit 240 while displaying a web page of the Q&A chat service on display 230 (step S102). CPU 210 transmits the question text data to server 100 via communication interface 260.

[0051] The CPU 110 of the server 100 receives the text data of the question via the communication interface 160 (step S104).

[0052] The CPU 110 refers to the memory 120 or other databases to perform an FAQ search (step S106).

[0053] Based on the search results, CPU 110 transmits the answer data and data for the evaluation questionnaire to the user's communication terminal 200 via communication interface 160 (step S108).

[0054] Based on the data from server 100, CPU 210 of user's communication terminal 200 displays the answer on display 230, as shown in Fig. 15, and also displays an input screen for a questionnaire regarding an evaluation of the answer to the current Q&A (step S110). CPU 210 accepts input of the questionnaire result via operation unit 240, and transmits the survey result to server 100 via communication interface 260.

[0055] The CPU 110 of the server 100 determines whether the evaluation is high or not based on the survey result (step S112).

[0056] If the evaluation is high, the CPU 110 ends this processing (step S114).

[0057] If the evaluation is low, CPU 110 transmits to the user's communication terminal 200 a screen on which a link for accepting a request for connection to an operator is provided (step S122).

[0058] CPU 210 of user's communication terminal 200 receives the data from server 100 and presents a link for connecting to an operator on display 230, as shown in FIG. 16(A), for example (step S124).

[0059] Here, if there is no operator whose status is online and whose assigned users are less than the upper limit number of users, this link will not be displayed. Furthermore, it is also possible to predetermine business hours for the service where an operator responds, and not display this link outside of those business hours.

[0060] When the link is pressed (step S126), the CPU 210 transmits a notice to that effect to the server 100 via the communication interface 260. If there is no operator whose status is online and whose assigned users are less than the upper limit number of users at the time the link is pressed, the CPU 210 notifies the user of that effect and does not perform the processing of the subsequent steps.

[0061] In this embodiment, upon receiving the request, CPU 110 of server 100 transmits a screen for confirming connection with an operator to user's communication terminal 200 via communication interface 160 (step S128).

[0062] Based on the data from the server 100, the CPU 210 of the user's communication terminal 200 displays a screen for confirming connection with an operator, for example as shown in FIG. 16(B) (step S130). When the CPU 210 accepts a user operation via the operation unit 240, it transmits the confirmation result via the communication interface 260.

[0063] When CPU 110 of server 100 accepts data from user's communication terminal 200 (step S132), referring to FIG. 17, it requests the member to log in via communication interface 160 (step S152).

[0064] CPU 210 of user's communication terminal 200 receives the data from server 100 and displays a member login screen as shown in FIG. 16(C) (step S154).

[0065] CPU 210 accepts the user ID and password via operation unit 240, and transmits them to server 100 via communication interface 260 (step S156).

[0066] CPU 110 of server 100 executes authentication of the member based on the data from user's communication terminal 200 (step S158).

[0067] If the authentication is successful, the CPU 110 reads out information about the member and transmits it to the operator's communication terminal 300 via the communication interface 160 (step S162).

[0068] The CPU 310 of the operator's communication terminal 300 receives the member information via the communication interface 360 ​​(step S164).

[0069] The CPU 110 of the server 100 searches for product information associated with the member (step S172).

[0070] If the product information is registered, CPU 110 transmits the product type, log information, and the like to operator's communication terminal 300 via communication interface 160 (step S174).

[0071] The CPU 310 of the operator's communication terminal 300 receives the product information (step S176).

[0072] As shown in FIG. 2, CPU 310 displays a chat screen in the center of display 330, and displays member information, product information, fault information related to model numbers, product manuals, and the like on the right side of display 330 (step S178).

[0073] When the member information tab, the product information tab, the model number related trouble information tab, or the product manual tab is selected, CPU 310 displays a chat screen in the center of display 330, and displays details of the member information, details of the product information, details of the model number related trouble information, and details of the product manual on the right side of display 330, as shown in FIG. 18.

[0074] However, the present invention is not limited to the form of selecting a tab, and the CPU 310 of the operator's communication terminal 300 may display the tabs in an expanded state by obtaining each detailed data from the server 100, so that the operator can always easily recognize the information.

[0075] As described above, in this embodiment, the convenience of the Q&A service can be improved. Since the member information is displayed on the operator terminal, the operator can answer based on the member information, saving time for searching and acquiring the member information, and can answer the user's question more accurately. The member information can also narrow down the content to be answered, saving time and improving the accuracy of the answer. Even if the member information displayed is information known to the user, the operator can reduce the effort of asking the user and the effort of the user to answer, and by using the registered more accurate information, the possibility of giving a wrong answer can be reduced. By including information that the user does not normally know, such as fault information, in the displayed member information, the user's question can be answered more accurately. By referring to the date and time of occurrence and end date of the fault in the fault information, the operator can answer the user's question taking into consideration the information if the current time or the time at which the user's question started is between the date and time of occurrence and end, and can answer the user's question without taking the information into consideration if not. By automatically acquiring / transmitting information on the user's device, the user's question can be answered more quickly and accurately. According to a configuration in which information on a user's device is automatically acquired and transmitted based on a user's question, the user's question can be answered more quickly and accurately. <Second embodiment>

[0076] In the above embodiment, when a user desires to directly communicate with an operator, the user is prompted to log in as a member, but the login process may be executed at a different timing. For example, the CPU 110 of the server 100 may start the Q&A service after the user has successfully logged in. <Third embodiment>

[0077] In the above embodiment, when the result of the evaluation questionnaire after answering a question is not good, the timing is not limited to this. For example, as shown in Fig. 16(A), when the chatbot cannot provide an answer or when the evaluation of the answer is bad, or as shown in Fig. 19, when a question about an operator is answered, a direct interaction with the operator may be suggested. <Fourth embodiment>

[0078] In the above embodiment, as shown in Fig. 2, a chat screen is displayed in the center of display 330, and member information, product information, fault information related to model numbers, product manuals, etc. are displayed on the right side of display 330, but the present invention is not limited to this form. For example, as shown in Fig. 20, a chat screen may be displayed in the upper part of display 330, and member information, product information, fault information related to model numbers, product manuals, etc. may be displayed in the lower part of display 330. <Fifth embodiment>

[0079] Some or all of the roles of the devices in the network system 1 of the above embodiment may be performed by other devices. For example, some or all of the roles of the server 100 and the communication terminals 200 and 300 may be performed by other devices, or some or all of the roles of each of these devices may be shared among multiple devices. For example, the role of the server 100 may be realized by multiple devices on a cloud, some of the roles of the application programs of the communication terminals 200 and 300 may be realized by the server 100, or some or all of the roles of the server 100 may be realized by the communication terminals 200 and 300. <Summary>

[0080] In the above embodiment, a server for providing a Q&A service is provided. The server includes a communication interface for communicating with a user terminal and an operator terminal, and a processor for displaying member information on the operator terminal based on user identification information when an interaction with an operator is requested via the user terminal via the communication interface.

[0081] Preferably, the processor requests the user to log in to the service via a user terminal when interaction with an operator is required.

[0082] Preferably, the processor starts the Q&A service after accepting login to the service by the user.

[0083] Preferably, the processor accepts a request for interaction with an operator while providing a chat-style Q&A service.

[0084] Preferably, the processor causes the operator terminal to display an area for displaying member information alongside the chat screen.

[0085] Preferably, the processor also causes the operator terminal to display information about the electrical equipment associated with the user.

[0086] In the above embodiment, an information processing method for providing a Q&A service is provided, which includes a step of a user terminal receiving a request for interaction with an operator, a step of receiving user identification information via the user terminal, and a step of displaying user membership information on the operator terminal based on the user identification information.

[0087] In the above embodiment, a network system for providing a Q&A service is provided, which includes a user terminal that receives user identification information, an operator terminal used by an operator, and a server that, upon receiving a request from a user to interact with an operator via the user terminal, causes the operator terminal to display the user's membership information based on the user's identification information.

[0088] The embodiments disclosed herein should be considered to be illustrative and not restrictive in all respects. The scope of the present invention is defined by the claims, not the above description, and is intended to include all modifications within the scope and meaning equivalent to the claims. [Explanation of symbols]

[0089] 1: Network system 100: Server 110: CPU 120: Memory 140:Operation unit 160: Communication interface 200: Communication terminal 210: CPU 220: Memory 230: Display 240:Operation unit 260: Communication interface 300: Communication terminal 310: CPU 320: Memory 330: Display 340:Operation unit 350: Touch panel 360: Communication interface 370: Speaker 380:Mike 400: Electrical equipment A: Member information data B: Session information data C: Registered product data D: Operation log data E: Consultation history data F:Product data G: Fault information data H: Operator data

Claims

1. A server for providing a Q&A service, a communication interface for communicating with a user terminal and an operator terminal; a processor that, when a request for communication with an operator is received via the user terminal through the communication interface, displays member information on the operator terminal based on the user's identification information during a chat with the user; When the evaluation of the Q&A service by the chatbot is low, the processor presents an interaction with the operator on the user terminal; An upper limit is set on the number of users that the operator can handle simultaneously, A server that does not make the above presentation when there is no operator whose status is online and whose assigned number of users is less than the upper limit.

2. The server of claim 1 , wherein the processor requests the user to log in to the service via the user terminal when interaction with the operator is required.

3. The server according to claim 1 , wherein the processor starts the Q&A service after accepting a login to the service by a user.

4. The server according to claim 1 , wherein the processor causes the operator terminal to display an area for displaying the member information alongside a chat screen.

5. The server according to claim 1 , wherein the processor also causes the operator terminal to display information about an electrical device associated with the user.

6. An information processing method for providing a Q&A service, comprising: Providing a Q&A service by a chatbot; When the evaluation of the Q&A service by the chatbot is low, presenting an exchange with an operator on the user terminal; a user terminal receiving a request for interaction with an operator; accepting user identification information via the user terminal; and displaying, on an operator terminal, membership information of the user based on the identification information of the user during a chat with the user; An upper limit is set on the number of users that the operator can handle simultaneously, In the step of presenting, if there is no operator whose status is online and whose assigned number of users is less than the upper limit, the presentation is not performed.

7. A network system for providing a Q&A service, comprising: a user terminal that accepts user identification information; an operator terminal used by an operator; a server that, when receiving a request from a user to communicate with an operator via the user terminal, displays membership information of the user on an operator terminal based on identification information of the user during a chat with the user; When the evaluation of the Q&A service by the chatbot is low, the server presents an exchange with the operator on the user terminal; An upper limit is set on the number of users that the operator can handle simultaneously, The network system does not make the above presentation when the status is online and there is no operator whose assigned number of users is less than the upper limit.

Images