Customer response support device, customer response support method, and customer response support program

Abstract

In the present invention, in order to reduce a decrease in customer satisfaction caused by the wait time between a customer's inquiry and a response from a service person: a priority of a response to an inquiry from a customer is determined on the basis of requirement information indicating a requirement for the inquiry; identification information of the inquiry for which the priority has been determined is stored in a standby list corresponding to the determined priority, the standby list being a list of the identification information of the inquiries awaiting a response, and which is provided for each priority; and a screen providing priority information indicating the identification information stored in each standby list is displayed by a display means.

Description

[Technical field]

[0001] The present invention relates to a customer support device and the like. [Background technology]

[0002] There are cases where a customer contacts a service provider when some problem occurs with the service provided by the service provider. In such cases, the customer contacts the service provider because they want to consult immediately. Therefore, quickly resolving the inquiry will improve the quality of the service. Note that a service can be, for example, the sale of tangible or intangible goods or the provision of services.

[0003] Known contact points for customers to communicate with service providers include, for example, face-to-face channels and non-face-to-face channels. Face-to-face channels are face-to-face contact points, and non-face-to-face channels are non-face-to-face contact points. An example of a face-to-face channel is questions and answers at the service provider's store. An example of a non-face-to-face channel is questions and answers made by telephone to the service provider's store, questions and answers made by telephone to the service provider's call center, questions and answers at the service provider's web inquiry desk, questions and answers at the service provider's chat reception desk, etc.

[0004] Regarding non-face-to-face channels, when answering questions via web inquiries or chat reception, the customer can declare the requirements at the time of starting the inquiry and the inquiry is temporarily accepted. However, it may take some time for the customer to receive a response from the service provider.

[0005] Similarly, in the case of non-face-to-face channels, when a customer calls a call center and asks a question, the customer can get an immediate answer by following the voice guidance to operate the phone for inquiries that can be answered automatically. However, when the customer talks directly with the person handling the inquiry, the customer may be made to wait a long time before being able to talk. In this case, the customer does not know the wait time in advance, so valuable time is wasted and the customer feels stressed. Furthermore, there is a possibility that the customer will hang up the phone because they cannot wait long enough to be able to talk. As a result, the customer's image of the service provider may deteriorate, and the customer may be lost.

[0006] One way to shorten the waiting time is to increase the number of people handling inquiries. However, this would increase labor costs. Therefore, the balance between service quality and cost is an issue. An example of a technology that takes into account the balance between service quality and cost is disclosed in, for example, Patent Document 1.

[0007] Patent document 1 describes how a first responder accepts questions from customers, searches a case database to respond to the customer, and if the first responder is unable to resolve the issue, a request is made to a second responder to handle the issue, and the response of the second responder is reflected in the case database.

[0008] In the method of Patent Document 1, a response is made based on past cases. Therefore, this method can shorten the time it takes to resolve a problem. As a result, it is possible to shorten the waiting time until you can speak with a responder and to reduce the number of responders. In this way, this method can improve service quality while suppressing increases in costs. [Prior art documents] [Patent documents]

[0009] [Patent Document 1] JP 2001-338121 A Summary of the Invention [Problem to be solved by the invention]

[0010] However, compared to the method of Patent Document 1, it is desirable to further shorten the waiting time until a conversation with a person in charge can be made.

[0011] Furthermore, in the method of Patent Document 1, inquiries are responded to in the order in which they were made. At this time, some inquiries may be made by customers who are emotional, or may take a long time to respond to. If such inquiries are responded to in the order in which they were made, and the waiting time from the inquiry to the response becomes long, customer satisfaction will decrease. For example, if the waiting time for an inquiry from an emotional customer becomes long, the customer's emotions will worsen further, which may lead to a poor impression of the service provider and customer attrition. Furthermore, the worsening of the customer's emotions may further increase the response time, which may increase the waiting time for the entire service.

[0012] An object of the present invention is to provide a customer response support device etc. that makes it possible to reduce the decrease in customer satisfaction caused by the waiting time between when a customer makes an inquiry and when a responder responds. [Means for solving the problem]

[0013] In one aspect of the present invention, the customer support device includes a priority determination means for determining a priority of a response to an inquiry from a customer based on requirement information indicating requirements of the inquiry, and storing identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of identification information of the inquiries waiting to be responded to and provided for each priority. list The device includes a control means and a display control means for causing a display means to display a screen providing priority information indicating the identification information stored in each of the waiting lists.

[0014] In another aspect of the present invention, a customer response support method determines a priority for responding to an inquiry from a customer based on requirement information indicating the requirements of the inquiry, stores identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, which is a list of identification information of the inquiries waiting to be responded to and is provided for each priority, and displays on a display means a screen providing priority information indicating the identification information stored in each of the waiting lists.

[0015] In another aspect of the present invention, a customer support system recorded on a computer-readable recording medium is provided. Support The program enables the computer to realize a priority determination function that determines a priority of responding to an inquiry from a customer based on requirement information indicating the requirements of the inquiry, a list control function that stores the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, which is a list of identification information of the inquiries waiting to be responded to and is provided for each priority, and a display control function that causes a display means to display a screen providing priority information indicating the identification information stored in each of the waiting lists. Effect of the Invention

[0016] According to the present invention, it is possible to reduce the decrease in customer satisfaction caused by the waiting time between when a customer makes an inquiry and when a person in charge responds. [Brief description of the drawings]

[0017] [Figure 1] 1 is a diagram illustrating an example of a configuration of a customer interaction support device according to a first embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating an example of an operation of the customer interaction support device according to the first embodiment of the present invention. [Diagram 3] FIG. 2 is a diagram illustrating an example of an operation of the customer interaction support device according to the first embodiment of the present invention. [Figure 4]FIG. 11 is a diagram illustrating an example of the configuration of a system including a customer interaction support device according to a second embodiment of the present invention. [Diagram 5] FIG. 13 is a diagram illustrating an example of a configuration of a customer interaction support device according to a second embodiment of the present invention. [Figure 6] FIG. 11 is a diagram showing an example of priorities determined by a customer interaction support device according to a second embodiment of the present invention. [Figure 7] FIG. 11 is a diagram showing an example of a priority information image displayed on a display unit by a customer interaction support device according to a second embodiment of the present invention. [Figure 8] FIG. 11 is a diagram showing an example of an inquiry information image displayed on a display unit by a customer interaction support device according to a second embodiment of the present invention. [Figure 9] FIG. 11 is a diagram showing an example of a responder image displayed on a display unit by a customer interaction support device according to a second embodiment of the present invention. [Figure 10] FIG. 13 is a diagram showing an example of an in-progress list image displayed on a display unit by a customer interaction support device according to a second embodiment of the present invention. [Figure 11] FIG. 13 is a diagram showing an example of a detailed image of a customer interaction being displayed on a display unit by a customer interaction support device according to a second embodiment of the present invention. [Figure 12] FIG. 11 is a diagram showing an example of a decision rule for determining a priority by the customer interaction support device according to the second embodiment of the present invention. [Figure 13] FIG. 11 is a diagram showing an example of a decision rule for determining a priority by the customer interaction support device according to the second embodiment of the present invention. [Figure 14] FIG. 11 is a diagram illustrating an example of the operation of a system including a customer interaction support device according to a second embodiment of the present invention. [Figure 15] FIG. 11 is a diagram illustrating an example of an operation of the customer interaction support device according to the second embodiment of the present invention. [Figure 16] FIG. 11 is a diagram illustrating an example of an operation of the customer interaction support device according to the second embodiment of the present invention. [Figure 17] FIG. 11 is a diagram illustrating an example of an operation of the customer interaction support device according to the second embodiment of the present invention. [Figure 18] FIG. 2 is a diagram illustrating an example of a hardware configuration according to each embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0018] [First embodiment] A first embodiment of the present invention will be described below. A specific example of the customer interaction support device 10 in the first embodiment is a customer interaction support device 20 in a second embodiment described later.

[0019] 1 shows an example of the configuration of a customer interaction support device 10 of this embodiment. The customer interaction support device 10 of this embodiment includes a priority determination unit 12, a list control unit 13, and a display control unit 14.

[0020] The priority determination unit 12 determines the priority of responses to inquiries based on the requirement information. The requirement information indicates the requirements of an inquiry from a customer.

[0021] The list control unit 13 stores the identification information of the inquiry whose priority has been determined in a waiting list corresponding to the determined priority. The waiting list is a list of identification information of inquiries waiting to be handled. In addition, the waiting list is provided for each priority.

[0022] The display control unit 14 causes the display means to display a screen for providing priority information. The priority information indicates the identification information stored in each of the waiting lists.

[0023] By configuring the customer support device 10 in this manner, the priority determination unit 12 determines the priority of responding to an inquiry based on the requirement information. The list control unit 13 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority. The display control unit 14 causes the display means to display a screen that provides the priority information. This allows the responder to select an inquiry to respond to based on the priority information, so that inquiries with high priority are preferentially responded to. In addition, inquiries that are likely to result in a decrease in customer satisfaction due to a long waiting time are preferentially responded to as inquiries with high priority. This makes it possible to reduce the decrease in customer satisfaction caused by the waiting time from when a customer makes an inquiry until when a responder responds.

[0024] Next, an example of the operation of the customer support device 10 of this embodiment is shown in Fig. 2 and Fig. 3. Fig. 2 shows an example of the operation up to storing the identification information of the inquiry in the waiting list. Fig. 3 shows an example of the operation related to the display control unit 14.

[0025] The priority determination unit 12 determines the priority of responding to an inquiry based on the requirement information (step S101).

[0026] The list control unit 13 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority (step S102).

[0027] The display control unit 14 causes the display unit to display a screen for providing the priority information (step S103). Note that the display control unit 14 can perform step S103 independently of steps S101 to S102.

[0028] By operating in this manner, customer interaction support device 10 determines the priority of responding to an inquiry based on the requirement information. Furthermore, customer interaction support device 10 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority. Furthermore, customer interaction support device 10 causes a screen providing priority information to be displayed on a display means. This makes it possible to reduce the decrease in customer satisfaction caused by the wait time between when a customer makes an inquiry and when a responder responds.

[0029] As described above, in the first embodiment of the present invention, the customer support device 10 includes the priority determination unit 12, the list control unit 13, and the display control unit 14. The priority determination unit 12 determines the priority of the response to the inquiry based on the requirement information. The list control unit 13 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority. The display control unit 14 displays a screen that provides the priority information on the display means. This allows the responder to select the inquiry to be responded to based on the priority information, so that inquiries with high priority are responded to preferentially. In addition, inquiries that are likely to decrease customer satisfaction due to a long waiting time are responded to preferentially as inquiries with high priority. Therefore, it is possible to reduce the decrease in customer satisfaction caused by the waiting time from when the customer makes an inquiry until when the responder responds.

[0030] [Second embodiment] Next, a customer interaction support device 20 according to a second embodiment of the present invention will be described. In this embodiment, the customer interaction support device 20 is used to handle inquiries at a call center.

[0031] 4 shows an example of the configuration of a system including the customer interaction support device 20 of this embodiment. The customer interaction support device 20 is connected to a call control device 40. The customer interaction support device 20 is also connected to a display terminal 70-i (i is an integer between 1 and N). The call control device 40 is also connected to a call terminal 60-i.

[0032] The customer terminal 50 is a terminal used by a customer to make an inquiry to the call center. The customer terminal 50 is, for example, a telephone used by a customer. A call made from the customer terminal 50 to the call center is received by the call control device 40.

[0033] The communication terminal 60-i is a terminal used by a person who handles inquiries to talk to customers. The communication terminal 60-i has at least a communication function. In this embodiment, one person uses one communication terminal.

[0034] The display terminal 70-i displays information related to the inquiry. The display terminal 70-i includes, for example, a display as an output device. The display terminal 70-i corresponds to the display means in the first embodiment. In this embodiment, the display terminal 70-i further inputs an instruction according to an operation input by the responder to the customer support device 20. The display terminal 70-i may be integrated with the call terminal 60-i. In this embodiment, one responder uses one display terminal. Information on the display terminal and call terminal used by the responder is stored in the storage unit 25 of the customer support device 20 as information on the responder.

[0035] The call control device 40 transfers calls from customers to the customer relationship support device 20 or the call terminal 60-i. When the call control device 40 receives an incoming call from the customer terminal 50, it transfers the call to the customer relationship support device 20. Furthermore, when the call control device 40 receives a hold instruction from the customer relationship support device 20, it puts the instructed call on hold. Furthermore, when the call control device 40 receives an instruction from the customer relationship support device 20 to transfer a call to the call terminal 60-i, it transfers the call to be transferred to the specified call terminal 60-i. Furthermore, the call control device 40 can also perform control to enable calls between the customer terminal 50 and two or more multiple call terminals.

[0036] The customer interaction support device 20 supports customer interaction. The customer interaction support device 20 of the present embodiment is included in a reception system of a call center. The customer interaction support device 20 may be included in a reception system of a web inquiry desk or a chat inquiry desk.

[0037] 5 shows an example of the configuration of customer interaction support device 20 of this embodiment. Customer interaction support device 20 of this embodiment includes a selection unit 26, a requirement input unit 21-j (j is an integer between 1 and M), a priority determination unit 22, a list control unit 23, a display control unit 24, and a storage unit 25.

[0038] The selection unit 26 is connected to the requirement input unit 21-j (j is an integer equal to or greater than 1 and equal to or less than M). The priority determination unit 22 is connected to the requirement input unit 21-j and the list control unit 23. The display control unit 24 is connected to the list control unit 23.

[0039] When a call is transferred from the call control device 40, the selection unit 26 selects one of the requirement input units 21-1 to 21-M that is not currently handling the call. Then, the selection unit 26 transfers the call to the selected requirement input unit 21-j.

[0040] When a call is transferred, the requirement input unit 21-j prompts the customer to input a customer ID (identification) and requirements. Then, the requirement input unit 21-j issues inquiry identification information (inquiry ID), associates the inquiry ID with the inquiry information, and stores them in the memory unit 25. The inquiry information is information related to the inquiry. The inquiry information includes requirement information indicating the requirements of the inquiry. The inquiry information may also include customer information. The customer information is information related to the customer, such as the customer ID and name. The requirement input unit 21-j also notifies the priority determination unit 22 of the inquiry ID.

[0041] The requirement input unit 21-j performs a question and answer session regarding the inquiry, for example, by automatic response using AI (artificial intelligence). The requirement input unit 21-j prompts the customer to speak the ID, name, telephone number, address, requirements, etc. related to the contract. The requirement input unit 21-j also generates requirement information by converting the voice input from the customer terminal 50 into text. The requirement input unit 21-j also stores the voice information of the input voice in the storage unit 25 in association with the inquiry ID. The requirement input unit 21-j also instructs the call control device 40 to hold the call when the question and answer session is completed.

[0042] In the case of an inquiry via the web or chat, the requirement is input as text, so the requirement input unit 21-j regards the input text information as requirement information.

[0043] Thus, in this embodiment, the requirement input unit 21-j performs a question and answer session for an inquiry by an automatic response function using AI. Because the response is by AI, the requirement input unit 21-j can complete the question and answer session in a shorter time than if a person were to solicit the requirements. Therefore, the requirement input unit 21-j can process more incoming calls per unit time than if a person were to solicit the requirements. In addition, the number of incoming calls that can be processed per unit time can be further increased by increasing the number of requirement input units 21-j, not by increasing the number of personnel. Therefore, an increase in labor costs can be suppressed. In addition, the time from when a customer makes a call until the requirements are heard is shortened, so that it is possible to reduce the stress of the customer caused by the waiting time from when the call is made until the requirements are heard.

[0044] In addition, the requirement input unit 21-j may understand the content of the inquiry based on the requirement information, search for answer candidates from a Q&A (Question and Answer) table stored in advance in the memory unit 25, and output the searched answer to the customer terminal 50.

[0045] When the priority determination unit 22 is notified of the inquiry ID from the requirement input unit 21-j, the priority determination unit 22 determines the priority of the response of the person responding to the inquiry based on the requirement information of the inquiry indicated by the inquiry ID. The method of determining the priority will be described later.

[0046] The list control unit 23 stores the inquiry ID of the inquiry whose priority has been determined in a waiting list according to the determined priority. The waiting list is a list of inquiry IDs of inquiries waiting for response. An inquiry waiting for response is an inquiry that has been made but has not yet been responded to. In addition, a waiting list is provided for each priority. In this embodiment, the priority is assumed to be four stages, A, B, C, and D, with A being the highest priority stage and D being the lowest priority stage. The priority of a normal inquiry is D. In addition, it is assumed that four waiting lists (La, Lb, Lc, and Ld) are stored in the storage unit 25. The list control unit 23 selects a waiting list according to the determined priority. Then, the list control unit 23 stores the inquiry ID of the inquiry whose priority has been determined in the selected waiting list.

[0047] Figure 6 shows an example of priority classification. Priority A is the level at which a complaint handling specialist provides support from the start of handling. Priority B is the level at which a supervisor provides support from the start of handling. Priority C is the level at which the operator starts by handling the case alone, although there is a possibility that the assistance of a supervisor will be necessary. Priority D is the level at which the operator can handle the case alone without any problems. The role of the supervisor is to provide support for inquiries that are difficult for the operator to handle alone.

[0048] The display control unit 24 causes the display means to display a screen that provides priority information (a screen including a priority information image). The priority information indicates information related to inquiries indicated by inquiry IDs stored in each of the waiting lists. For example, the priority information is the inquiry IDs stored in each of the four waiting lists. The priority information may be some of the inquiry IDs stored in each of the four waiting lists, for example, inquiry IDs stored in some of the waiting lists (for example, only waiting list La, etc.). The information related to the inquiry may also be information on a customer associated with the inquiry, for example, a customer ID or a contract ID.

[0049] In the present embodiment, the display means is a display means provided in the display terminal. When a display request for requesting display of a priority information image is input from the display terminal 70-i, the display control unit 24 causes the display means provided in the display terminal 70-i to display a screen including the priority information image.

[0050] The responder operates the display terminal 70-i to display a screen including a priority information image on the display terminal 70-i. Then, the responder operates the display terminal 70-i to select a corresponding inquiry. The responder may be any of an operator, a supervisor, and a complaint handling specialist.

[0051] In this embodiment, as shown in Fig. 6, the main person in charge of responding to inquiries is the operator, and the operator is supported by a supervisor or a complaint handling specialist. This is for the purpose of the operator gaining experience.

[0052] The responder selects an inquiry from the inquiry with the highest priority. The responder may select an inquiry to be handled from the inquiries with the priority that the responder can handle. The display control unit 24 may narrow down the inquiries (priorities) displayed in the priority information image according to the priority that the responder associated with the display terminal 70-i can handle.

[0053] An example of a priority information image is shown in Fig. 7. In the priority information image shown in Fig. 7, inquiry IDs stored in waiting lists La to Ld are displayed. The inquiry IDs are displayed, for example, in the order in which the IDs were issued or in the order of the longest hold time.

[0054] The priority information image may also display a hold time for each inquiry ID. The hold time is the time that has elapsed since the question and answer session in the requirement input unit 21-j was completed. By including the hold time information in the priority information image, the responder can select an inquiry to respond to by taking into consideration the hold time in addition to the priority.

[0055] Furthermore, the screen item "Check details" is a screen item for checking detailed information of an inquiry. When an operation of selecting the screen item "Check details" is performed on the display terminal 70-i with an inquiry ID selected, a display request for displaying a screen providing inquiry information (a screen including an inquiry information image) is input from the display terminal 70-i to the customer support device 20. This display request includes the inquiry ID of the inquiry to be displayed. When a display request for the inquiry information image is input, the display control unit 24 causes the display means of the requesting display terminal 70-i to display a screen including the inquiry information image of the inquiry to be displayed.

[0056] FIG. 8 shows an example of an inquiry information image. The inquiry information image shown in FIG. 8 displays information related to the inquiry to be displayed. The information related to the inquiry includes an inquiry ID and customer information of the customer who made the inquiry. The inquiry information image also displays requirement information. Furthermore, there is no guarantee that the accuracy of converting speech into text is 100%. Therefore, the inquiry information image also displays a screen item for playing back the audio when the requirement input unit 21-j conducts a question and answer session.

[0057] Also, the inquiry information image displays a screen item "RECEPTION" for the person in charge to input that he / she will respond to the inquiry. When an operation is performed to select the screen item "RECEPTION", the display terminal 70-i inputs a response processing request to the customer response support device 20, which requests processing that enables the response. The response processing request indicates that the person in charge wishes to respond to the inquiry.

[0058] When a response processing request is input from the display terminal 70-i, the list control unit 23 extracts the inquiry ID of the inquiry that is the target of the response processing request from the waiting list. Then, the list control unit 23 instructs the call control device 40 to transfer the inquiry call indicated by the inquiry ID to the transfer destination. The transfer destination is the call terminal 60-i that is associated with the display terminal 70-i that is the request source of the response processing request. Note that information on the correspondence relationship between the call terminal 60-i and the display terminal 70-i is stored in the storage unit 25.

[0059] Furthermore, the list control unit 23 stores the inquiry ID of the inquiry in the in-progress list. The in-progress list stores the inquiry IDs of inquiries that are being prosecuted. The in-progress list is stored in the storage unit 25. The in-progress list is provided for each priority level.

[0060] In addition, the list control unit 23 may request the call control device 40 to enable a three-way call between the support person, the operator, and the customer from the start of the response for an inquiry with a priority of A or B, i.e., an inquiry requiring support. The support person is a supervisor or a complaint handling specialist.

[0061] For example, when a request for handling an inquiry with a priority level of B is input, the display control unit 24 displays a screen requesting assistance on the display terminal of the supervisor. Then, when an input is made indicating that assistance is possible, the list control unit 23 requests the call control device 40 to enable communication between the call terminal of the supervisor who can provide assistance, the call terminal 60-i of the responder, and the customer terminal 50.

[0062] When the inquiry call is transferred to the call terminal 60-i, the display control unit 24 causes the display terminal 70-i to display a screen including a responder image. The responder image is an image that provides information on the inquiry being handled.

[0063] An example of a respondent image is shown in Fig. 9. The respondent image in Fig. 9 provides information about the customer, requirement information, and screen items for playing audio of a question and answer session by the requirement input unit 21-j. The respondent image may also include an indication that the inquiry is being handled, and information indicating the respondent who is handling the inquiry. The respondent image may also include a screen item "Call Supervisor" for requesting assistance from a supervisor, and a screen item "Call Complaint Handling Specialist" for requesting assistance from a complaint handling specialist.

[0064] The display control unit 24 displays the customer information on the agent image. The customer information is previously collected by the requirement input unit 21-j, converted into text, and stored in the storage unit 25. Since the agent does not need to collect the customer information anew, the agent can confirm the customer information in a short time.

[0065] The display control unit 24 also displays the requirement information on the image of the person in charge. The requirement information is stored in the storage unit 25 after the requirement input unit 21-j has previously listened to the requirement and converted into text. Therefore, the person in charge can quickly understand the requirement and confirm the requirement with the customer.

[0066] In this way, the requirement input unit 21-j listens to the customer's information and requirements in advance, and the display control unit 24 displays the customer information and requirement information on the agent image, thereby making it possible to reduce the agent's response time. Also, by reducing the agent's response time, it becomes possible to reduce the customer's waiting time.

[0067] Furthermore, the display control unit 24 may display, on the responder image, the requirement information of past cases that has a high similarity to the requirement information of the target inquiry and information indicating the response made to the past case. By displaying the requirement information of the past cases and information indicating the past response on the responder image, the response load of the responder can be reduced.

[0068] The display control unit 24 may also cause the display terminal 70-i to display a screen including an in-progress list image that provides information on a list of inquiries being handled by any of the operators. The in-progress list image is displayed on the display means of the device that requested the display of the in-progress list image.

[0069] An example of an in-progress list image is shown in Fig. 10. The in-progress list image provides the inquiry IDs of inquiries being handled by any of the operators. The inquiry IDs may be displayed by priority as in Fig. 10. The in-progress list image may also include information about the operators who are handling the inquiries (their IDs and names).

[0070] Furthermore, the screen item "Check details" is a screen item for checking detailed information of an inquiry. When an operation to select the screen item "Check details" is performed on the display terminal 70-i while an inquiry ID is selected, a display request for displaying an image providing inquiry information (an in-progress detailed image) is input from the display terminal 70-i to the customer support device 20. This display request includes the inquiry ID of the inquiry to be displayed. When a display request for an in-progress detailed image is input, the display control unit 24 causes the display means of the requesting display terminal 70-i to display a screen including an in-progress detailed image of the inquiry to be displayed.

[0071] FIG. 11 shows an example of a detailed image of a call in progress. The detailed image of a call in progress shown in FIG. 11 shows a screen item "Join" for another responder to join an inquiry being handled by another responder. This screen item "Join" is used, for example, when a supervisor or a complaint handling specialist provides support for an inquiry being handled by an operator. When an operation to select the screen item "Join" is performed on the display terminal 70-i, a response processing request is input to the customer response support device 20. When a response processing request for an inquiry being handled is input to the customer response support device 20, the list control unit 23 requests the call control device 40 to have the call terminal 60-i associated with the requesting display terminal 70-i participate in the call for the target inquiry.

[0072] The in-service detail image and in-service list image may include information on the customer's emotions. For example, the customer interaction support device 20 may monitor a call being handled to grasp the emotional state of the customer, and reflect the information on the customer's emotions in the in-service detail image and in-service list image. The customer's emotions can be grasped in a manner similar to that described below. In this way, the supporter can confirm the emotional state of the customer and support the customer's interaction.

[0073] Next, a method for determining the priority will be described. The priority determination unit 22 determines the priority based on at least one of the similarity to the requirement information of past inquiries, the logic of the requirements, and the customer's feelings, for example. Inquiries made in the past are called past cases, and requirement information of past cases is called past information. Here, a case will be described in which the priority determination unit 22 determines the priority based on (1) the similarity to past information, (2) the logic of the requirements, and (3) the customer's feelings.

[0074] First, (1) the method of determining the similarity with past information will be described.

[0075] The priority determination unit 22 is notified of the inquiry ID from the requirement input unit 21-j. The requirement information associated with the notified inquiry ID, i.e., the requirement information of the current inquiry (referred to as target requirement information), is stored in the storage unit 25. The storage unit 25 also stores past information. The priority determination unit 22 determines the similarity based on the target requirement information and the past information. In this embodiment, the similarity is classified into three levels: high, medium, and low.

[0076] The priority determination unit 22 calculates a similarity index between each piece of past information stored in the storage unit 25 and the target requirement information. The similarity index is an index indicating the degree of similarity. The more matching terms there are between the target requirement information and the past information, the larger the similarity index becomes. Next, the priority determination unit 22 determines the similarity index of the past information with the largest similarity index as the similarity index of the target requirement information. Then, the priority determination unit 22 compares the similarity index with a predetermined threshold value to determine the similarity of the target requirement information as high, medium, or low.

[0077] Next, (2) how to judge the logic of requirements will be explained.

[0078] The priority determination unit 22 judges whether the requirements are logical or non-logical based on the target requirements information. If the requirements information has well-organized logical content, the requirements information is judged to be logical.

[0079] Furthermore, the priority determination unit 22 further determines whether the requirement information determined to be logical is technical or non-technical. For example, if the requirement information includes a specific product model number or a keyword related to the operation of the product, such as "the power does not turn on," the requirement information is determined to be technical. Furthermore, the priority determination unit 22 further determines whether each piece of requirement information is an unreasonable request.

[0080] For example, when requirement information is input, the priority determination unit 22 judges the logic by using a logic judgment model that outputs a judgment result of logic. The logic judgment model is generated by learning learning information. The learning information of the logic judgment model is requirement information of past cases and judgment results (correct answer information) for the requirement information of the past cases. It is assumed that the logic judgment model is generated in advance.

[0081] Next, (3) a method for determining customer emotions will be described.

[0082] The priority determination unit 22 determines the customer's emotion based on the target requirement information and the target voice information. The target voice information is voice information associated with the inquiry ID notified from the requirement input unit 21-j. The target voice information is stored in the storage unit 25.

[0083] The priority determination unit 22 determines whether the customer's emotion is normal or abnormal. An emotion is determined to be abnormal when the emotion is excited. For example, the priority determination unit 22 determines an emotion to be abnormal when a predetermined keyword is included in the target requirement information. The priority determination unit 22 also determines an emotion based on, for example, voice characteristics (tone of voice, speaking speed, etc.) indicated by the target voice information. The priority determination unit 22 may determine an emotion using an emotion determination model. When the target voice information is input, the emotion determination model outputs an emotion determination result. Furthermore, the learning information of the emotion determination model is voice information and an emotion determination result (correct answer information) for the voice information.

[0084] Furthermore, the priority determination unit 22 may use information on the customer who made the inquiry to be determined for emotion determination. For example, it is assumed that a list of information indicating customers who were emotional in past inquiries is stored in the storage unit 25. When the priority determination unit 22 cannot clearly determine whether the emotion is normal or abnormal (for example, when the evaluation value of the emotion determination is close to a threshold value), it determines that an inquiry from a customer who was emotional in the past is abnormal.

[0085] Then, the priority determination unit 22 determines the priority based on the determination results of (1) to (3), for example, as follows.

[0086] 12 and 13 show examples of priority determination rules.

[0087] First, the priority determination unit 22 determines the priority based on (2) the logicality of the requirements and (3) the customer's emotions (FIG. 12). When the customer's emotions are abnormal, it is more difficult to handle the situation than when the customer's emotions are normal. Therefore, there is a high possibility that support from a supervisor or a complaint handling specialist will be required from the early stages of handling the situation. Therefore, when the customer's emotions are abnormal, the priority determination unit 22 determines the priority to be A or B.

[0088] If the customer's emotions are normal and the requirements are illogical, the difficulty level is medium and the support of a complaint handling specialist may be required. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to be C. If the customer's emotions are normal and the requirements are logical, whether or not support is required from an operator depends on the similarity with past cases. Therefore, in this case, the priority determination unit 22 temporarily sets the priority of the target inquiry to undetermined.

[0089] Furthermore, if the customer's emotions are abnormal and the requirements are illogical, the difficulty is high and there is a high possibility that the assistance of a complaint handling specialist will be required. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to be A. Furthermore, if the customer's emotions are abnormal and the requirements are logical and technical, the difficulty is high and there is a high possibility that the assistance of a supervisor will be required. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to be B. Furthermore, if the customer's emotions are abnormal and the requirements are logical and non-technical, the difficulty is high and there is a high possibility that the assistance of a complaint handling specialist will be required. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to be A.

[0090] When the customer's emotions are normal and the requirements are logical, the priority determination unit 22 further determines the priority based on (1) the similarity with past information (FIG. 13). When the similarity with past information is high, the difficulty level is low and the possibility that the assistance of a supervisor or a complaint handling specialist will be required is low. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to D. When the similarity with past information is low, the difficulty level and the possibility that the assistance of a supervisor or a complaint handling specialist will be required increase. However, since the customer's emotions are normal, the difficulty level is lower than when the customer's emotions are abnormal. Therefore, in this case, the priority determination unit 22 determines the priority of the target inquiry to C.

[0091] If the similarity with past information is medium, the priority determination unit 22 further determines the priority based on whether the requirement is an impossible request or not. If the requirement is not an impossible request, the difficulty level is low and the possibility that assistance from an operator will be required is also low. Therefore, the priority determination unit 22 determines the priority of the target inquiry to D. If the requirement is an impossible request, the difficulty level increases and the possibility that assistance from a supervisor will be required also increases. Therefore, the priority determination unit 22 determines the priority of the target inquiry to C.

[0092] By configuring the customer support device 20 in this manner, the priority determination unit 22 determines the priority of responses to inquiries based on the requirement information. The list control unit 23 stores the identification information of the inquiries whose priorities have been determined in a waiting list corresponding to the determined priorities. The display control unit 24 causes the display means to display a screen that provides priority information. This allows the responder to select an inquiry to respond to based on the priority information, so inquiries with high priority are given priority in response. In addition, inquiries that are likely to result in a decrease in customer satisfaction due to a long waiting time are given priority in response as inquiries with high priority. This makes it possible to reduce the decrease in customer satisfaction caused by the waiting time from when a customer makes an inquiry until when a responder responds.

[0093] Next, FIG. 14 shows an outline of an operation example of a system including the customer interaction support device 20 of this embodiment.

[0094] When a call is received from the customer terminal 50 (step S201), the call control device 40 transfers the call to the customer support device 20 (step S202).

[0095] The requirement input unit 21-j of the customer support device 20 exchanges questions with the customer terminal 50, and prompts the customer to input requirements (step S203). Then, the requirement input unit 21-j issues an inquiry ID, associates the inquiry ID with inquiry information, and stores the inquiry ID and the inquiry information in the storage unit 25. The inquiry information is information related to the inquiry. After the question and answer session is completed, the requirement input unit 21-j instructs the call control device 40 to put the call on hold (step S204).

[0096] The priority determination unit 22 of the customer interaction support device 20 determines the priority of the response of the person responding to the inquiry based on the requirement information of the inquiry (step S205).

[0097] When a display request for displaying a priority information image is input from the display terminal 70-i (step S206), the display control unit 24 of the customer support device 20 causes the display means of the display terminal 70-i to display a screen including the priority information image (step S207).

[0098] Furthermore, when a response processing request is input from the display terminal 70-i, the list control unit 23 of the customer support device 20 extracts the inquiry ID of the inquiry that is the target of the response processing request from the waiting list. Then, the list control unit 23 instructs the call control device 40 to transfer the inquiry call indicated by the inquiry ID to the transfer destination (step S209). The transfer destination is the call terminal 60-i associated with the display terminal 70-i.

[0099] When the call control device 40 receives a call transfer instruction to the communication terminal 60-i from the customer support device 20, the call control device 40 transfers the call to the designated communication terminal 60-i (step S210). This enables a call between the customer terminal 50 of the customer and the communication terminal 60-i of the person in charge (step S211).

[0100] Next, Fig. 15 to Fig. 17 show an example of the operation of the customer interaction support device 20 of this embodiment. Fig. 15 shows an example of the operation of the customer interaction support device 20 when a call is transferred. Fig. 16 shows an example of the operation of the customer interaction support device 20 when a screen display request is input. Fig. 17 shows an example of the operation of the customer interaction support device 20 when a response processing request is input.

[0101] When a call is transferred from the call control device 40, the selection unit 26 selects one of the requirement input units 21-1 to 21-M that is not currently handling the call. Then, the selection unit 26 transfers the call to the selected requirement input unit 21-j.

[0102] When the call is transferred, the requirement input unit 21-j prompts the customer to input the customer ID and requirements (step S301). Then, the requirement input unit 21-j issues inquiry identification information (inquiry ID), associates the inquiry ID with the inquiry information, and stores them in the storage unit 25 (step S302). The requirement input unit 21-j also notifies the priority determination unit 22 of the inquiry ID. Furthermore, when the question and answer session is completed, the requirement input unit 21-j instructs the call control device 40 to hold the call (step S303).

[0103] When the priority determination unit 22 is notified of the inquiry ID from the requirement input unit 21-j, the priority determination unit 22 determines the priority of the person who will respond to the inquiry based on the requirement information of the inquiry indicated by the inquiry ID. The list control unit 23 stores the inquiry ID of the inquiry whose priority has been determined in a waiting list according to the determined priority (step S304).

[0104] When a display request requesting the display of a priority information image is input from the display terminal 70-i (step S305), the display control unit 24 causes the display means of the display terminal 70-i to display a screen including the priority information image (step S306).

[0105] When a response processing request is input from the display terminal 70-i (step S307), the list control unit 23 extracts the inquiry ID of the inquiry that is the target of the response processing request from the waiting list. Then, the list control unit 23 instructs the call control device 40 to transfer the inquiry call indicated by the inquiry ID to the transfer destination (step S308). The transfer destination is the call terminal 60-i associated with the display terminal 70-i that is the request source of the response processing request.

[0106] By operating in this manner, customer interaction support device 20 determines the priority of responding to an inquiry based on the requirement information. Furthermore, customer interaction support device 20 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority. Furthermore, customer interaction support device 20 causes a screen providing priority information to be displayed on a display means. This makes it possible to reduce the decrease in customer satisfaction caused by the wait time between when a customer makes an inquiry and when a responder responds.

[0107] As described above, in the second embodiment of the present invention, the customer support device 20 includes the priority determination unit 22, the list control unit 23, and the display control unit 24. The priority determination unit 22 determines the priority of the response to the inquiry based on the requirement information. The list control unit 23 stores the identification information of the inquiry whose priority has been determined in a waiting list according to the determined priority. The display control unit 24 displays a screen providing the priority information on the display means. This allows the responder to select the inquiry to be responded to based on the priority information, so that inquiries with high priority are preferentially responded to. Then, inquiries that are likely to decrease customer satisfaction due to a long waiting time are preferentially responded to as inquiries with high priority. Therefore, it is possible to reduce the decrease in customer satisfaction caused by the waiting time from when the customer makes an inquiry until when the responder responds.

[0108] In this embodiment, when a response processing request is input, which requests processing that enables a response, the customer interaction support device 20 extracts identification information of the inquiry that is the target of the response processing request from the waiting list. This allows the customer interaction support device 20 to store identification information of inquiries awaiting response in the waiting list.

[0109] In this embodiment, the customer support device 20 includes a requirement input unit 21-j. The requirement input unit 21-j prompts the customer to input requirements using AI or the like. This makes it possible to process more incoming calls per unit time than would be possible if a person were to solicit the requirements. In addition, it is possible to suppress an increase in labor costs. In addition, since the time from when a customer makes a call until the requirements are solicited is shortened, it is possible to reduce the stress of the customer caused by the waiting time from when the call is made until the requirements are solicited.

[0110] In the present embodiment, the requirement information may be a requirement input in text form, which enables the customer support device 20 to support responses to inquiries made via the web or chat.

[0111] In this embodiment, the requirement input unit 21-j generates requirement information by converting requirements input by voice into text, which enables the customer support device 20 to support responses to inquiries by telephone.

[0112] In this embodiment, the priority may be based on one or more of the similarity between the requirement information of the current inquiry and the requirement information of previous inquiries, the customer's emotions determined based on the requirement information, and the logic of the requirements indicated by the requirement information. This allows the customer interaction support device 20 to determine which inquiries should be given priority based on this information. For example, by increasing the priority of inquiries with high difficulty, such as inquiries with low similarity to past information, inquiries made by emotional customers, and illogical inquiries, the inquiries can be given priority.

[0113] In this embodiment, the display control unit 24 causes the display unit to display a screen that provides information on past cases with high similarity. This allows the responder to respond to the inquiry while viewing the information on the past cases. This also makes it possible to reduce the time required to respond to the inquiry.

[0114] In this embodiment, when a response processing request is input, the list control unit 23 instructs the call control device to transfer the inquiry call that is the subject of the response processing request to the transfer destination. The transfer destination is a call terminal associated with the terminal that has made the response processing request. This enables the customer response support device 20 to perform processing that enables the response to the customer.

[0115] In this embodiment, the display control unit 24 displays a screen for providing requirement information on the display unit, thereby enabling the responder to quickly grasp the requirements and confirm the requirements with the customer.

[0116] [Hardware configuration example] An example of the configuration of hardware resources for realizing the customer interaction support device (10, 20) in each of the above-mentioned embodiments of the present invention using one information processing device (computer) will be described. Note that the customer interaction support device may be physically or functionally realized using at least two information processing devices. The customer interaction support device may also be realized as a dedicated device. Also, only some of the functions of the customer interaction support device may be realized using an information processing device.

[0117] 18 is a diagram illustrating an example of a hardware configuration of an information processing device capable of implementing the customer support device according to each embodiment of the present invention. The information processing device 90 includes a communication interface 91, an input / output interface 92, a computing device 93, a storage device 94, a non-volatile storage device 95, and a drive device 96.

[0118] For example, the priority determination unit 12, list control unit 13, and display control unit 14 in FIG.

[0119] The communication interface 91 is a communication means for the customer support device of each embodiment to communicate with an external device via wired or / and wirelessly. When the customer support device is realized using at least two information processing devices, the devices may be connected via the communication interface 91 so as to be able to communicate with each other.

[0120] The input / output interface 92 is a man-machine interface including a keyboard as an example of an input device and a display as an output device.

[0121] The arithmetic device 93 is realized by an arithmetic processing device such as a general-purpose CPU (Central Processing Unit) or a microprocessor, and a plurality of electric circuits. The arithmetic device 93 can, for example, read various programs stored in a non-volatile storage device 95 into the storage device 94 and execute processing according to the read programs.

[0122] The storage device 94 is a memory device such as a RAM (Random Access Memory) that can be referenced by the arithmetic device 93, and stores programs, various data, etc. The storage device 94 may be a volatile memory device.

[0123] The non-volatile storage device 95 is, for example, a non-volatile storage device such as a ROM (Read Only Memory) or a flash memory, and is capable of storing various programs, data, and the like.

[0124] The drive device 96 is, for example, a device that processes reading and writing of data from and to a recording medium 97, which will be described later.

[0125] The recording medium 97 is any recording medium capable of recording data, such as an optical disk, a magneto-optical disk, or a semiconductor flash memory.

[0126] Each embodiment of the present invention may be realized, for example, by configuring a customer relationship support device using an information processing device 90 illustrated in FIG. 18, and supplying to this customer relationship support device a program capable of realizing the functions described in each of the above embodiments.

[0127] In this case, the embodiment can be realized by executing the program supplied to the customer support device by the arithmetic device 93. Also, it is possible to configure some, but not all, of the functions of the customer support device in the information processing device 90.

[0128] Furthermore, the above program may be recorded on a recording medium 97, and may be appropriately stored in the non-volatile storage device 95 at the stage of shipment or operation of the customer support device. In this case, the method of supplying the above program may be a method of installing the program in the customer support device using an appropriate tool at the manufacturing stage before shipment or at the operation stage. The method of supplying the above program may also be a general method such as downloading the program from an external source via a communication line such as the Internet.

[0129] A part or all of the above-described embodiments can be described as, but is not limited to, the following supplementary notes.

[0130] (Appendix 1) a priority determination means for determining a priority of a response to an inquiry from a customer based on requirement information indicating requirements of the inquiry; a list control means for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control means for causing a display means to display a screen providing priority information indicating the identification information stored in each of the waiting lists; A customer support device comprising:

[0131] (Appendix 2) A requirement input means for prompting the customer to input the requirement. 2. A customer service support device as described in claim 1, further comprising:

[0132] (Appendix 3) The requirement information is the requirement input in text form. 3. A customer service support device as described in appendix 2.

[0133] (Appendix 4) The requirement input means generates the requirement information by converting the requirement inputted by voice into text. 4. A customer support device according to claim 2 or 3.

[0134] (Appendix 5) The priority is based on at least one of the following: a degree of similarity between the requirement information of the current inquiry and the requirement information of an inquiry made in the past; a customer's sentiment determined based on the requirement information; and a logic of the requirement indicated by the requirement information. A customer support device according to any one of Supplementary Note 1 to Supplementary Note 4.

[0135] (Appendix 6) The display control means causes the display means to display a screen that provides information on past cases with high similarity. 6. A customer service support device as described in appendix 5.

[0136] (Appendix 7) The list control means further extracts, from the waiting list, the identification information of the inquiry that is the target of the response processing request when a response processing request for processing that enables the response is input. A customer support device according to any one of Supplementary Note 1 to Supplementary Note 6.

[0137] (Appendix 8) When the response processing request is input, the list control means instructs a call control device that controls a call transfer destination to transfer the inquiry call that is the target of the response processing request to a communication terminal associated with the terminal that has made the response processing request. 8. A customer service support device as described in appendix 7.

[0138] (Appendix 9) The display control means causes the display means to display a screen for providing the requirement information. A customer support device according to any one of appendix 1 to appendix 8.

[0139] (Appendix 10) determining a priority for responding to an inquiry from a customer based on requirement information indicating requirements of the inquiry; storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry awaiting handling and being provided for each priority; A screen for displaying priority information indicating the identification information stored in each of the waiting lists is displayed on a display means. How to support customers.

[0140] (Appendix 11) Prompt the customer to input the requirements 11. A customer support method as described in appendix 10.

[0141] (Appendix 12) The requirement information is the requirement input in text form. 12. A customer support method as described in Appendix 11.

[0142] (Appendix 13) The requirement information is generated by converting the requirement inputted by voice into text. 13. A customer support method according to claim 11 or 12.

[0143] (Appendix 14) The priority is based on at least one of the following: a degree of similarity between the requirement information of the current inquiry and the requirement information of an inquiry made in the past; a customer's sentiment determined based on the requirement information; and a logic of the requirement indicated by the requirement information. A customer support method according to any one of Supplementary Note 10 to Supplementary Note 13.

[0144] (Appendix 15) A screen providing information on past cases with high similarity is displayed on the display means. 15. A customer support method as described in Appendix 14.

[0145] (Appendix 16) When a response processing request for processing that enables the response is input, the identification information of the inquiry that is the target of the response processing request is extracted from the waiting list. A customer support method according to any one of Supplementary Note 10 to Supplementary Note 15.

[0146] (Appendix 17) When the response processing request is input, an instruction is given to a call control device that controls a call transfer destination to transfer the inquiry call that is the subject of the response processing request to a call terminal that is associated with the terminal that has requested the response processing request. 17. A customer support method as described in appendix 16.

[0147] (Appendix 18) A screen for providing the requirement information is displayed on the display means. A customer support method according to any one of Supplementary Note 10 to Supplementary Note 17.

[0148] (Appendix 19) On the computer, a priority determination function for determining a priority of a response to an inquiry from a customer based on requirement information indicating requirements of the inquiry; a list control function for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control function for displaying on a display means a screen providing priority information indicating the identification information stored in each of the waiting lists; A computer-readable recording medium having recorded thereon a customer support program for realizing the above.

[0149] (Appendix 20) A requirement input function for prompting the customer to input the requirement A computer-readable recording medium having recorded thereon the customer support program described in appendix 19, which is further implemented by a computer.

[0150] (Appendix 21) The requirement information is the requirement input in text form. A computer-readable recording medium having recorded thereon the customer support program described in appendix 20.

[0151] (Appendix 22) The requirement input function generates the requirement information by converting the requirement inputted by voice into text. A computer-readable recording medium having recorded thereon the customer support program described in Appendix 20 or Appendix 21.

[0152] (Appendix 23) The priority is based on at least one of the following: a degree of similarity between the requirement information of the current inquiry and the requirement information of an inquiry made in the past; a customer's feelings determined based on the requirement information; and a logic of the requirement indicated by the requirement information. A computer-readable recording medium having recorded thereon a customer support program according to any one of Supplementary Note 19 to Supplementary Note 22.

[0153] (Appendix 24) The display control function causes the display means to display a screen that provides information on past cases with high similarity. A computer-readable recording medium having recorded thereon the customer support program described in appendix 23.

[0154] (Appendix 25) The list control function, when a response processing request for processing that enables the response is input, extracts the identification information of the inquiry that is the target of the response processing request from the waiting list. A computer-readable recording medium having recorded thereon a customer support program according to any one of Supplementary Note 19 to Supplementary Note 24.

[0155] (Appendix 26) The list control function instructs a call control device that controls a call transfer destination to transfer the inquiry call that is the target of the response processing request to a communication terminal associated with the terminal that has requested the response processing request, when the response processing request is input. A computer-readable recording medium having recorded thereon the customer support program described in appendix 25.

[0156] (Appendix 27) The display control function causes the display means to display a screen for providing the requirement information. A computer-readable recording medium having recorded thereon a customer support program according to any one of Supplementary Note 19 to Supplementary Note 26.

[0157] Although the present invention has been described above with reference to the embodiment, the present invention is not limited to the above embodiment. Various modifications that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention. [Explanation of symbols]

[0158] 10, 20 Customer support device 12, 22 Priority determining section 13, 23 List control section 14, 24 Display control unit 21-j Requirement input section 25 Memory section 26 Selection section 40 Call Control Device 50 Customer terminals 60-i Call terminal 70-i Display terminal 90 Information processing equipment 91 Communication Interface 92 Input / Output Interface 93 Arithmetic unit 94 Storage device 95 Non-volatile storage devices 96 Drive device 97 Recording media

Claims

1. A requirement input means for prompting a customer to input requirements of an inquiry from the customer by an automatic response; a priority determination means for determining a priority of a response to the inquiry based on requirement information indicating the requirement; a list control means for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control means for causing a display means to display a screen providing priority information indicating the identification information stored in each of the waiting lists; Equipped with The requirement input means generates the requirement information by converting the requirement inputted by voice into text. Customer support device.

2. The priority is based on at least one of the following: a degree of similarity between the requirement information of the current inquiry and the requirement information of an inquiry made in the past; a customer's feelings determined based on the requirement information; and a logic of the requirement indicated by the requirement information.

2. The customer support device according to claim 1.

3. The display control means causes the display means to display a screen that provides information on past cases with high similarity.

3. The customer support device according to claim 2.

4. A priority determination means for determining a priority of a response to an inquiry from a customer based on requirement information indicating requirements of the inquiry; a list control means for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control means for causing a display means to display a screen providing priority information indicating the identification information stored in each of the waiting lists; Equipped with The priority is based on at least one of the customer's feelings determined based on the requirement information and the logic of the requirement indicated by the requirement information. Customer support device.

5. A requirement input means for prompting the customer to input the requirement. The customer support device according to claim 4 , further comprising:

6. The list control means further extracts, from the waiting list, the identification information of the inquiry that is the target of the response processing request when a response processing request for processing that enables the response is input.

6. A customer support device according to claim 1.

7. When the response processing request is input, the list control means instructs a call control device that controls a call transfer destination to transfer the inquiry call that is the target of the response processing request to a communication terminal that is associated with the terminal that has made the response processing request.

7. A customer support device according to claim 6.

8. A customer support device, Prompting the customer to input the requirements of the customer's inquiry through an automatic response; generating requirement information indicating the requirement by converting the requirement inputted by voice into text; determining a priority for responding to the inquiry based on the requirement information; storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry awaiting handling and being provided for each priority; A screen for displaying priority information indicating the identification information stored in each of the waiting lists is displayed on a display means. How to support customers.

9. A customer support device, determining a priority for responding to an inquiry from a customer based on requirement information indicating requirements of the inquiry; storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry awaiting handling and being provided for each priority; displaying on a display means a screen for providing priority information indicating the identification information stored in each of the waiting lists; The priority is based on at least one of the customer's feelings determined based on the requirement information and the logic of the requirement indicated by the requirement information. How to support customers.

10. On the computer, A requirement input function that prompts a customer to input requirements of an inquiry from the customer by an automatic response; a priority determination function that determines a priority of a response to the inquiry based on requirement information indicating the requirement; a list control function for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control function for displaying on a display means a screen providing priority information indicating the identification information stored in each of the waiting lists; Realize this, The requirement input function generates the requirement information by converting the requirement inputted by voice into text. Customer support program.

11. A computer comprising: a priority determination function for determining a priority of a response to an inquiry from a customer based on requirement information indicating requirements of the inquiry; a list control function for storing the identification information of the inquiry for which the priority has been determined in a waiting list corresponding to the determined priority, the waiting list being a list of the identification information of the inquiry waiting to be handled and being provided for each priority; a display control function for displaying on a display means a screen providing priority information indicating the identification information stored in each of the waiting lists; Realize this, The priority is based on at least one of the customer's feelings determined based on the requirement information and the logic of the requirement indicated by the requirement information. Customer support program.

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