Automatic telephone response system and automatic telephone response program

Abstract

To provide an automatic telephone response system and an automatic telephone response program which prevent a user from being negatively impressed by providing information about chat support only when chat support is possible in an automatic voice response system, and reduces the burden on an operator by automatically determining whether the operator can provide chat support. [Solution] In an automated voice response system that automatically responds to telephone calls, if a chat support availability storage unit stores that chat support is available, the system sends to the user a message including a URL generated by a URL generation unit, and if the chat support availability storage unit stores that chat support is unavailable, the system does not send to the user the message including the URL generated by the URL generation unit.

Description

[Technical field]

[0001] This relates to a technology that automatically answers incoming calls and automatically sends messages and performs automated voice responses depending on the received voice, DTMF signal, and the form of sent messages. [Background technology]

[0002] Many companies provide customer support by phone. One of them is to use an automated voice response system that responds to specific DTMF signals during the call and sends a message to the customer, directing them to chat support. This reduces the burden on phone support and allows efficient support to a large number of customers.

[0003] In this type of automated response support, even if the company is unable to respond to chat support, it may send a message directing the customer to chat support. In this case, even if the customer accesses the chat support page listed in the message, they may not actually receive support, which may damage the customer's impression.

[0004] The following technologies are known for systems that combine automated voice and message transmission. Patent Document 1 discloses a system that obtains text corresponding to information input by a user in response to an automated voice and transmits a text message to the user's mobile phone number. Patent Document 2 discloses a system that, if a callback request from a caller cannot be responded to, informs the user of this via an automated voice message on the user's telephone or sends an email to the user's PC. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] JP 2020-72414 A [Patent Document 2] JP 2000-332911 A Summary of the Invention [Problem to be solved by the invention]

[0006] Although these technologies make it possible to change the message content according to the received voice or DTMF signal, they do not include technology to reflect in the message whether chat support is available or not.In addition, the purpose of the invention is limited to quickly contacting an agent by phone, and does not include reducing the burden on agents and operators.

[0007] The present invention aims to prevent users from getting a bad impression by informing them about chat support only when chat support is available, and to reduce the burden on operators by having the system automatically determine whether or not an operator can provide chat support. [Means for solving the problem]

[0008] The telephone automatic response system of the present invention comprises: An automated telephone answering system that automatically answers calls from users, a chat screen display unit that displays a chat screen for a user to receive chat support; a chat support availability storage unit for storing a status of whether chat support is available; a chat support availability display unit that displays the chat support availability state stored in the chat support availability storage unit on the chat screen displayed by the chat screen display unit; a URL generating unit that generates a URL for displaying the chat screen displayed by the chat screen display unit; a message sending unit for sending a message to a mobile phone number of the user; a chat support automatic response processing rule storage unit that stores rules for processing an automatic response to a voice or DTMF signal sequence received from a user, a timing of receiving the voice or DTMF signal, and a chat support availability status stored in the chat support availability storage unit; The automatic response processing is a combination of multiple processes, and one of the processes includes a process of sending a message including a URL generated by the URL generation unit to the user when the chat support availability storage unit stores that chat support is available, and not sending a message including the URL generated by the URL generation unit to the user when the chat support availability storage unit stores that chat support is not available.

[0009] With this feature, you can change the automated response by changing the text of the message or the IVR voice depending on whether chat support is available. This allows you to guide chat support only when it is truly available.

[0010] The telephone automatic response system of the present invention comprises: an operator chat support availability receiving unit for receiving availability of chat support from two or more operators providing chat support; an operator chat support availability storage unit that stores the chat support availability status for each operator received by the operator chat support availability receiving unit, The chat support availability storage unit stores whether there is an operator available for chat support stored in the operator chat support availability storage unit as a chat support availability state.

[0011] According to this feature, when there are multiple operators, it is possible to check whether each operator is available, and if there is no operator available, it is possible not to guide the user to chat support. Also, it is possible to display "offline" on the user's chat screen.

[0012] The telephone automatic response system of the present invention comprises: An automated telephone answering system that automatically answers calls from users, A URL storage unit that stores a URL of a website where a user can receive chat support; a message sending unit for sending a message to a mobile phone number of the user; a chat support availability display condition storage unit for storing conditions for displaying a case where chat support is available on the website; a chat support availability storage unit for storing a status of whether chat support is available; a chat support availability determination unit that checks whether the display of the website satisfies a display condition when chat support is available, and stores the information in the chat support availability storage unit to determine whether chat support is available; a chat support automatic response processing rule storage unit that stores rules for processing an automatic response to a voice or DTMF signal sequence received from a user, a timing of receiving the voice or DTMF signal, and a chat support availability status stored in the chat support availability storage unit; The automatic response processing is a combination of multiple processes, and one of the processes includes a process of sending a message including a URL stored in the URL storage unit to the user if the chat support availability storage unit stores that chat support is available, and not sending a message including a URL stored in the URL storage unit to the user if the chat support availability storage unit stores that chat support is not available.

[0013] According to this feature, the system accesses the website where the chat support is installed, checks whether an operator is online, and guides the user to chat only if the chat operator is available. It gives a bad impression if the chat support operator is not available, but this can be prevented.

[0014] A telephone answering program that automatically answers calls from users, A chat screen display process for displaying a chat screen for a user to receive chat support; A chat support availability holding process for holding a status of whether chat support is available or not; a chat support availability display process for displaying the chat support availability state stored in the chat support availability storage process on the chat screen displayed by the chat screen display process; a URL generation process for generating a URL for displaying the chat screen displayed by the chat screen display process; a message sending process for sending a message to the user's mobile phone number; A program for executing a chat support automatic response processing rule storage process that stores rules for processing an automatic response to a voice or DTMF signal sequence received from a user, a timing of receiving the voice or DTMF signal, and a chat support availability status stored in the chat support availability storage process, The automatic response processing is a combination of a plurality of processes, and one of the processes includes a process of sending a message including a URL generated by the URL generation process to the user when the chat support availability holding process holds that chat support is available, and not sending a message including the URL generated by the URL generation process to the user when the chat support availability holding process holds that chat support is not available.

[0015] A telephone answering program that automatically answers calls from users, A URL retention process that retains the URL of the website where the user can receive chat support; a message sending process for sending a message to the user's mobile phone number; a chat support availability display condition storage process for storing conditions for displaying a case where chat support is available on the website; A chat support availability holding process for holding a status of whether chat support is available or not; a chat support availability determination process for checking whether the display of the website satisfies a display condition for when chat support is available, and storing the result in the chat support availability storage process for determining whether chat support is available; A program for executing a chat support automatic response processing rule storage process that stores rules for processing an automatic response to a voice or DTMF signal sequence received from a user, a timing of receiving the voice or DTMF signal, and a chat support availability status stored in the chat support availability storage process, The automatic response process is a combination of a plurality of processes, As one of the processes, when the chat support availability holding process holds that chat support is available, a message including a URL held by the URL holding process is sent to the user, and when the chat support availability holding process holds that chat support is unavailable, a message including a URL held by the URL holding process is not sent to the user. 2. A telephone automatic answering program comprising the steps of:

[0016] This feature allows the computer to operate as an automatic telephone answering program. Effect of the Invention

[0017] According to the present invention, there is provided an automatic telephone answering system that provides chat support through a message only when chat support is available, thereby preventing a negative impression on the user, and further, reduces the burden on the operator by having the system automatically determine whether or not the operator can provide chat support, and an automatic telephone answering program that causes a computer to function as the automatic telephone answering system of the present invention. [Brief description of the drawings]

[0018] [Figure 1] FIG. 1 is a diagram showing the configuration of an automatic telephone response system 1 in the first embodiment. [Diagram 2] FIG. 2 is a diagram showing an example of a screen displayed by the chat screen display unit 11. As shown in FIG. [Diagram 3] FIG. 3 is a diagram showing information stored in the chat support availability storage unit 12. As shown in FIG. [Figure 4]FIG. 4 is a diagram showing an example of a screen displayed by the chat support availability display unit 13. As shown in FIG. [Diagram 5] FIG. 5 is a flowchart showing a flow of processing an automatic response stored in the chat support automatic response processing rule storage unit 16. As shown in FIG. [Figure 6] FIG. 6 is a diagram showing an example of a message transmitted by message transmitting unit 15. As shown in FIG. [Figure 7] FIG. 7 is a diagram showing information stored in the operator chat support availability storage unit 18. As shown in FIG. [Figure 8] FIG. 8 is a diagram showing a configuration of an automatic telephone response system 1 in the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0019] An example of the first embodiment of the present invention will be described below. (Example: First embodiment)

[0020] FIG. 1 is a diagram showing the configuration of an automatic telephone response system 1 in the first embodiment.

[0021] The automated telephone response system 1 is connected to an operator 2 and a user terminal 3 via a communication network.

[0022] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0023] The automatic telephone response system 1 includes a chat screen display unit 11, a chat support availability storage unit 12, a chat support availability display unit 13, a URL generation unit 14, a message sending unit 15, a chat support automatic response processing rule storage unit 16, an operator chat support availability receiving unit 17, and an operator chat support availability storage unit 18.

[0024] The devices that perform processing corresponding to each component of the automatic telephone response system 1 (chat screen display unit 11, chat support availability storage unit 12, chat support availability display unit 13, URL generation unit 14, message sending unit 15, chat support automatic response processing rule storage unit 16, operator chat support availability receiving unit 17, operator chat support availability storage unit 18) may be located in physically separate locations.

[0025] The chat screen display unit 11 displays a chat screen for a user to receive chat support.

[0026] The chat support availability holding unit 12 holds the availability of chat support.

[0027] The chat support availability display unit 13 displays the state of chat support availability stored in the chat support availability storage unit 12 on the chat screen displayed by the chat screen display unit 11.

[0028] The URL generating unit 14 generates a URL for displaying the chat screen.

[0029] The message sending unit 15 sends an SMS to the user's mobile phone number.

[0030] The chat support automatic response processing rule storage unit 16 stores rules for processing automatic responses to sequences of voice and DTMF signals received during an incoming call from a certain telephone number, the timing at which the voice and DTMF signals were received, and the chat support availability status stored in the chat support availability storage unit 12.

[0031] The operator chat support availability receiving unit 17 receives chat support availability information from two or more operators who provide chat support.

[0032] The operator chat support availability storage unit 18 stores the status of chat support availability for each operator received by the operator chat support availability receiving unit 17 . (First embodiment: URL transmission)

[0033] An example of a process in which chat support by the automated telephone response system 1 is considered will be described below.

[0034] FIG. 2 is a diagram showing an example of a screen displayed by the chat screen display unit 11. As shown in FIG.

[0035] The chat screen display unit 11 displays a chat screen for a user to receive chat support.

[0036] FIG. 3 is a diagram showing information stored in the chat support availability storage unit 12. As shown in FIG.

[0037] The chat support availability holding unit 12 holds the availability status of chat support "CTI chat support" which is "available".

[0038] FIG. 4 is a diagram showing an example of a screen displayed by the chat support availability display unit 13. As shown in FIG.

[0039] The chat support availability display unit 13 displays "CTI chat support (available)" on the chat screen displayed by the chat screen display unit 11 when the chat support availability storage unit 12 stores "available".

[0040] The URL generating unit 14 generates the URL "https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" for displaying the chat screen.

[0041] FIG. 5 is a flowchart showing a flow of processing an automatic response stored in the chat support automatic response processing rule storage unit 16. As shown in FIG.

[0042] The chat support automatic response processing rule storage unit 16 stores rules for processing an automatic response, which are as follows: when the voice "Yes" or the sequence of DTMF signals "1" received during a call from the telephone number "08012345678" is received and the timing at which the voice or the DTMF signal is received is "playing automatic voice 11", the chat support availability status stored in the chat support availability storage unit 12 is "available", a text message including a URL generated by the URL generation unit 14 is sent: "This is an automatic response message from CTI support. We apologize for not being able to take your call. We are working on your call in order of availability. Please reply with your question. Chat support is now available. If you are in a hurry, please use chat support from the link below. https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" is sent if the status is "available", and when the status is "not available", a text message including a URL generated by the URL generation unit 14 is sent: "This is an automatic response message from CTI support. We are sorry for not being able to take your call. We are working on your call in order of availability. Please reply with your question." is sent.

[0043] FIG. 6 is a diagram showing a message transmitted by message transmitting unit 15. As shown in FIG.

[0044] The message sending unit 15 refers to the chat support automatic response processing rule storage unit 16, and if the chat support availability storage unit 12 stores "available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question. Support via chat is now available. If you are in a hurry, please use chat support from the link below. https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" to "08012345678", and if it stores "not available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question" to the mobile phone number "08012345678".

[0045] This embodiment may be modified so that, if the user's telephone number is a landline, a guidance message saying "Please enter your mobile telephone number" is played and a message addressed to the mobile telephone number is sent to the received mobile telephone number. (First embodiment: SMS transmission when multiple operators are involved)

[0046] An example of a process in which chat support by the automated telephone response system 1 is considered will be described below.

[0047] The chat screen display unit 11 displays a chat screen for a user to receive chat support.

[0048] The operator chat support availability receiving unit 17 receives the availability status of chat support, "support available" or "support unavailable", from operator A and operator B who provide chat support, respectively.

[0049] FIG. 7 is a diagram showing information stored in the operator chat support availability storage unit 18. As shown in FIG.

[0050] The operator chat support availability holding unit 18 holds the chat support availability status for each operator 2 received by the operator chat support availability receiving unit 17, namely, "Operator A: support available" and "Operator B: support unavailable."

[0051] The chat support availability holding unit 12 holds the availability status of chat support "CTI chat support" as "available" since one or more operators 2 hold the availability status of chat support "available".

[0052] The chat support availability display unit 13 displays "CTI chat support (available)" on the chat screen displayed by the chat screen display unit 11 when the chat support availability storage unit 12 stores "available".

[0053] The URL generating unit 14 generates the URL "https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" for displaying the chat screen.

[0054] The chat support automatic response processing rule storage unit 16 stores rules for processing an automatic response, which are as follows: when the voice "Yes" or the sequence of DTMF signals "1" received during a call from the telephone number "08012345678" is received and the timing at which the voice or the DTMF signal is received is "playing automatic voice 11", the chat support availability status stored in the chat support availability storage unit 12 is "available", a text message including a URL generated by the URL generation unit 14 is sent: "This is an automatic response message from CTI support. We apologize for not being able to take your call. We are working on your call in order of availability. Please reply with your question. Chat support is now available. If you are in a hurry, please use chat support from the link below. https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" is sent if the status is "available", and when the status is "not available", a text message including a URL generated by the URL generation unit 14 is sent: "This is an automatic response message from CTI support. We are sorry for not being able to take your call. We are working on your call in order of availability. Please reply with your question." is sent.

[0055] The message sending unit 15 refers to the chat support automatic response processing rule storage unit 16, and if the chat support availability storage unit 12 stores "available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question. Support via chat is now available. If you are in a hurry, please use chat support from the link below. https: / / forms / d / e / 1FAIpQLSqmgoUA / viewform?usp=sf_link" to "08012345678", and if it stores "not available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question" to the mobile phone number "08012345678".

[0056] An example of the second embodiment of the present invention will now be described. (Example: Second embodiment)

[0057] FIG. 8 is a diagram showing a configuration of an automatic telephone response system 1 in the second embodiment.

[0058] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0059] The automatic telephone response system 1 includes a chat support availability storage unit 12, a message sending unit 15, a chat support automatic response processing rule storage unit 16, a URL storage unit 111, a chat availability display condition storage unit 112, and a chat support availability determination unit 113.

[0060] The devices that execute processing corresponding to each component of the automatic telephone response system 1 (chat support availability storage unit 12, message sending unit 15, chat support automatic response processing rule storage unit 16, URL storage unit 111, chat availability display condition storage unit 112, and chat support availability determination unit 113) may be located in physically separate locations.

[0061] The URL storage unit 111 stores the URL of a website where a user can receive chat support.

[0062] The chat availability display condition storage unit 112 stores the conditions for displaying when chat support is available on the website.

[0063] The chat support availability determination unit 113 checks whether the display of the website satisfies the conditions for display when chat support is available, and stores the state of whether chat support is available in the chat support availability storage unit 12. (Second embodiment: Chat support available or not)

[0064] An example of a process in which chat support by the automated telephone response system 1 is considered will be described below.

[0065] The URL storage unit 111 stores the URL "https: / / xxx" of a website where a user can receive chat support.

[0066] The chat availability display condition storage unit 112 stores a display condition for when the operator 2 is available for support, such as "'Support available' is displayed on the chat screen of the website 'https: / / xx'".

[0067] The chat support availability storage unit 12 stores "available" as the availability status of chat support.

[0068] The chat support availability determination unit 113 refers to the chat availability display condition storage unit 112, and if "Support available" is displayed on the chat screen of the website "https: / / XX", it determines that the chat support availability status is "Available".

[0069] The chat support automatic response processing rule storage unit 16 stores rules for processing an automatic response such that, when the voice "Yes" or the sequence of DTMF signals "1" received during a call from the telephone number "08012345678" is received and the timing at which the voice or the DTMF signal is received is "playing automatic voice 11", the chat support availability status stored in the chat support availability storage unit 12 is "available", a text message including a URL stored in the URL storage unit 111 is sent, "This is an automatic response message from CTI support. We are sorry that we were unable to take your call. We are dealing with your call in order of availability. Please reply with your question. Chat support is now also available. If you are in a hurry, please use chat support from the link below. https: / / ○○" is sent, and, when the status is "not available", a text message is sent, "This is an automatic response message from CTI support. We are sorry that we were unable to take your call. We are dealing with your call in order of availability. Please reply with your question." is sent.

[0070] The message sending unit 15 refers to the chat support automatic response processing rule storage unit 16, and if the chat support availability storage unit 12 stores "available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question. We are currently offering support via chat. If you are in a hurry, please use chat support at the link below. https: / / ○○" to "08012345678", and if it stores "not available", it sends a message saying "This is an automatic response message from CTI support. We are sorry that we couldn't take your call. We are dealing with your calls on an ongoing basis. Please reply with your question" to the mobile phone number "08012345678". [Industrial Applicability]

[0071] The present invention provides an automatic telephone response system and an automatic telephone response program that can guide users to chat support through a message only when chat support is available, prevent users from getting a bad impression of the system, and reduce the burden on operators by automatically determining whether or not an operator can provide chat support. It is possible to use the system by companies that provide customer support. [Explanation of symbols]

[0072] 1. Telephone Automated Answering System 11 Chat screen display section 12 Chat Support Availability 13 Chat support availability indicator 14 URL generation section 15 Message sending section 16 Chat support auto-response processing rules storage unit 17 Operator chat support availability reception section 18 Operator chat support availability management department 111 URL holding section 112 Chat availability display condition storage unit 113 Chat Support Availability Determination Department 2 Operator 3 User terminal

Claims

1. An automated telephone answering system that automatically answers calls from users, a chat screen display unit that displays a chat screen on a user's terminal so that the user can receive chat support; a chat support availability storage unit that stores a status of whether an operator is available to respond to a user through chat support; a chat support availability display unit that displays, on a chat screen that the chat screen display unit displays on the user's terminal, a status of whether an operator is available to provide chat support to a user, which status is stored in the chat support availability storage unit; a URL generating unit that generates a URL for displaying a chat screen to be displayed on a user's terminal by the chat screen display unit; a message sending unit for sending a message to a mobile phone number of the user; a chat support automatic response processing rule storage unit that stores rules for processing an automatic response to a sequence of voice or DTMF signal received from a user, a timing of receiving the voice or DTMF signal, and a status of whether an operator can respond to a user through chat support stored in the chat support availability storage unit, The automatic response process is a combination of a plurality of processes, and one of the processes is a process of sending a message including a URL generated by the URL generation unit to the user's mobile phone number when the chat support availability storage unit stores that the operator is available to respond to the user through chat support, and not sending a message including a URL generated by the URL generation unit to the user's mobile phone number when the chat support availability storage unit stores that the operator is unavailable to respond to the user through chat support.

1. A telephone automatic answering system comprising:

2. an operator chat support availability receiving unit that receives, from two or more operators providing chat support, a status of whether an operator is available to assist a user through chat support; an operator chat support availability storage unit that stores a status of whether or not the operator can respond to a user through chat support for each operator received by the operator chat support availability receiving unit, The chat support availability storage unit refers to the operator chat support availability storage unit, and when there is one or more operators who can respond to the user through chat support, stores the information indicating that the operator is in a state where he or she can respond to the user through chat support, and when there is no operator who can respond to the user through chat support, stores the information indicating that the operator is in a state where he or she cannot respond to the user through chat support.

2. The telephone automatic answering system according to claim 1,

3. An automated telephone answering system that automatically answers calls from users, a URL storage unit that stores a URL of a website where a user can receive chat support; a message sending unit for sending a message to a mobile phone number of the user; a chat availability display condition storage unit for storing conditions for displaying when an operator on the website is available to respond to a user through chat support; a chat support availability storage unit that stores a status of whether an operator is available to respond to a user through chat support; a chat support availability determination unit that checks whether the display of the website satisfies a display condition for when chat support is available, and determines whether an operator is available to assist the user with chat support by storing the information in the chat support availability storage unit; a chat support automatic response processing rule storage unit that stores rules for processing an automatic response to a sequence of voice or DTMF signal received from a user, a timing of receiving the voice or DTMF signal, and a status of whether an operator can respond to a user through chat support stored in the chat support availability storage unit, The automatic response process is a combination of a plurality of processes, and one of the processes is a process of sending a message including a URL stored in the URL storage unit to the user's mobile phone number when the chat support availability storage unit stores that the operator is available to respond to the user through chat support, and not sending a message including a URL stored in the URL storage unit to the user's mobile phone number when the chat support availability storage unit stores that the operator is unavailable to respond to the user through chat support.

1. A telephone automatic answering system comprising:

4. A telephone answering program that automatically answers calls from users, A chat screen display process for displaying a chat screen on a user's terminal so that the user can receive chat support; A chat support availability holding process for holding a status of whether an operator is available to respond to a user through chat support; a chat support availability display process for displaying, on a chat screen displayed on the user's terminal by the chat screen display process, a status of whether an operator is available to provide chat support to a user, which status is stored in the chat support availability storage process; a URL generation process for generating a URL for displaying a chat screen to be displayed on a user's terminal by the chat screen display process; a message sending process for sending a message to the user's mobile phone number; a chat support automatic response processing rule storage process for storing rules for processing an automatic response to a sequence of voice or DTMF signal received from a user, a timing of receiving the voice or DTMF signal, and a state of whether an operator can respond to a user through chat support stored in the chat support availability storage process; The automatic response process is a combination of a plurality of processes, and one of the processes is a process of sending a message including a URL generated by the URL generation process to the user's mobile phone number when the chat support availability holding process holds that the operator is available to respond to the user through chat support, and not sending a message including a URL generated by the URL generation process to the user's mobile phone number when the chat support availability holding process holds that the operator is unavailable to respond to the user through chat support.

1. A telephone automatic answering program comprising:

5. A telephone answering program that automatically answers calls from users, A URL storage process for storing a URL of a website where a user can receive chat support; a message sending process for sending a message to the user's mobile phone number; a chat availability display condition storage process for storing conditions for displaying when an operator on the website is available to respond to a user through chat support; A chat support availability holding process for holding a status of whether an operator is available to respond to a user through chat support; a chat support availability determination process for determining whether the display of the website satisfies a display condition for when chat support is available, and storing the result in the chat support availability storage process to determine whether an operator is available to assist the user with chat support; a chat support automatic response processing rule storage process for storing rules for processing an automatic response to a sequence of voice or DTMF signal received from a user, a timing of receiving the voice or DTMF signal, and a state of whether an operator can respond to a user through chat support stored in the chat support availability storage process; The automatic response process is a combination of a plurality of processes, and one of the processes is a process of sending a message including a URL stored in the URL storage process to the user's mobile phone number when the chat support availability storage process stores that the operator is available to the user through chat support, and not sending a message including a URL stored in the URL storage process to the user's mobile phone number when the chat support availability storage process stores that the operator is unavailable to the user through chat support.

1. A telephone automatic answering program comprising:

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