Inquiry response system, inquiry response device, inquiry response method, inquiry response program, and program generation system and program

Abstract

To provide a query response system, a query response device, a query response method and a query response program, and a program generation system and a program that can improve business efficiency.SOLUTION: A query response device of the present invention includes: an AI response unit that can respond to a question of a user; an automatic calling unit that, when a phone number of the user and contact information are provided via a query form for making a query about a sales object, makes a call to the phone number according to a pre-created call workflow and prompts access to the AI response unit; and an address transmission unit that transmits address information of the AI response unit in response to at least one of the phone number and the contact information inputted in the query form.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention is suitable for application to an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program used in sales activities using, for example, an inquiry form on a website. [Background technology]

[0002] In recent years, technology for automatically placing calls has become known in order to reduce the workload of answering the phone (see, for example, Patent Document 1). This automatic calling system describes a technology that utilizes the functions of a television to efficiently purchase products introduced on a television program.

[0003] On the other hand, general websites that introduce products and services often have inquiry forms. When an inquiry form is submitted, the provider of the product or service generally responds by email or phone. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent Publication No. 2014-183447 Summary of the Invention [Problem to be solved by the invention]

[0005] However, in response to an inquiry form with such a configuration, the operator must respond to all inquiries, which makes the work required for response cumbersome and inefficient.

[0006] The present invention has been made to solve such problems, and its object is to provide an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program that can improve business efficiency. [Means for solving the problem]

[0007] In order to solve such problems, the inquiry response device of the present invention comprises: In a website that includes a bulk inquiry form for selecting multiple companies and making inquiries at the same time, when a user inputs user information including the user's telephone number and the subject of the inquiry via the bulk inquiry form, the information is transmitted to a designated destination address associated with the subject of the inquiry in a public server that publishes the website. User Information A user information acquisition unit that acquires As soon as the user information is obtained, Execute an automatic call to the phone number The system then provides automated voice guidance according to a pre-created call workflow, and the user is informed In response to the user's response Responses and Reply processing according to user requests conduct AI (artificial intelligence) Response section and The present invention is characterized by comprising

[0008] In addition, the inquiry response program of the present invention includes the following steps: a user information transmission step of transmitting, when a user inputs user information including a user's telephone number and an inquiry target via the collective inquiry form in a website including a collective inquiry form for selecting a plurality of companies and making inquiries at the same time, the user information to a designated destination address associated with the inquiry target in a public server that publishes the website; , As soon as the user information is obtained, Execute an automatic call to the phone number The system then provides automated voice guidance according to a pre-created call workflow, and the user is informed In response to the user's response Responses and Reply processing according to user requests conduct AI (artificial intelligence) Response step and The present invention is characterized in that the above-mentioned is executed.

[0009] In the inquiry response method of the present invention, a user information transmission step of transmitting, when a user inputs user information including a user's telephone number and an inquiry target via the collective inquiry form in a website including a collective inquiry form for selecting a plurality of companies and making inquiries at the same time, the user information to a designated destination address associated with the inquiry target in a public server that publishes the website; , As soon as the user information is obtained, Execute an automatic call to the phone number The system then provides automated voice guidance according to a pre-created call workflow, and the user is informed In response to the user's response Responses and Reply processing according to user requests conduct AI (artificial intelligence) Response step and The present invention is characterized by having the following.

[0010] In the inquiry response system of the present invention, A website including a bulk inquiry form for selecting multiple companies and making inquiries at the same time is published, and when a user inputs user information including the user's telephone number and an inquiry subject via the bulk inquiry form, a designated destination address associated with the inquiry subject is sent. User Information A public server that transmits As soon as the user information is obtained, Execute an automatic call to the phone number The system then provides automated voice guidance according to a pre-created call workflow, and the user is informed In response to the user's response Responses and Reply processing according to user requests conductAI (artificial intelligence) Answering machine and The present invention is characterized by having the following. Effect of the Invention

[0013] The present invention can realize an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program that can improve business efficiency. [Brief description of the drawings]

[0014] [Figure 1] 1 is a schematic diagram illustrating a configuration of an inquiry response system according to a first embodiment. [Diagram 2] FIG. 2 is a block diagram showing a configuration of a server. [Diagram 3] FIG. 2 is a block diagram showing a configuration of an operator terminal. [Figure 4] FIG. 2 is a schematic diagram illustrating an inquiry form screen. [Diagram 5] 1 is a schematic diagram showing an AI operator screen. [Figure 6] 4 is a schematic diagram showing a CWF creation screen according to the first embodiment. [Figure 7] FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a second embodiment. [Figure 8] 13 is a schematic diagram illustrating a CWF creation screen according to the second embodiment. [Figure 9] 13 is a flowchart illustrating a CWF program generation process. [Figure 10] FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a third embodiment. [Figure 11] FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a fourth embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0015] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0016] <First embodiment> 101 in Fig. 1 indicates an inquiry response system as a whole. In the inquiry response system 101, a server 2 and an operator terminal 3 are connected via a wireless or wired electric communication circuit such as the Internet. The server 2 may be an in-house server installed in a company, or may be a so-called cloud server installed externally, or may be an appropriate combination of an in-house server and a cloud server. The following describes the case where the server 2 is a cloud server.

[0017] As shown in FIG. 1(A), in the inquiry response system 101, in response to an inquiry form supplied from a user terminal 4, an automatic call is made from the server 2 to guide the user to an AI (artificial intelligence) response, and address information for the AI ​​response is sent to the user terminal 4 via a short message or the like.

[0018] As shown in Fig. 1(B), in the inquiry response system 101, when there is an access to address information from a user terminal 4, the inquiry response system 101 responds with an AI response. If the result of the AI ​​response indicates that transfer to an operator is required, the server 2 transfers the connection to the operator terminal 3. As a result, the user can make an inquiry by talking to the operator.

[0019] 2, the server 2 is configured such that a control unit 21, which is composed of a CPU (Central Processing Unit), a ROM (Read Only Memory) and a RAM (Random Access Memory), controls the entire server 2 and executes an inquiry response process according to an inquiry response program pre-stored in the ROM. A query database (hereinafter abbreviated as DB) is stored in the storage unit 25.

[0020] As shown in FIG. 3, the operator terminal 3 is configured such that a control unit 31 composed of a CPU, a ROM, and a RAM controls the entire operator terminal 3 and executes inquiry response processing according to a call management program pre-stored in the ROM.

[0021] For example, an operator performs operation input using the operation unit 36 ​​of the operator terminal 3. When the operator terminal 3 is connected to the user terminal 4 by the server 2, the operator makes a call while performing operation input by clicking, touching, pressing, etc. using the operation unit 36 ​​in accordance with image information on the display unit 34. Voice input and output during a call is performed by the voice input and output 38, and voice data is input and output via the operator terminal 3.

[0022] Although not shown, the user terminal 4 has a configuration similar to that of the operator terminal 3, and a control unit 41 constituted by a CPU, ROM, and RAM controls the entire user terminal 4 in an integrated manner.

[0023] 4, an inquiry form screen 151 displayed within a website is displayed on the display unit 44 of the user terminal 4. On the inquiry form screen 151, input fields 152 to 157 are displayed, which are required input fields, name input field 152, company name input field 153, phone number input field 154, and email destination input field 155, and optional input fields, address input field 156 and inquiry content input field 157.

[0024] In addition, the email destination input field 155 displays a short mail yes / no field 155A for entering whether or not to send a short mail, and an email address input field 155B, and it is mandatory to either check the short mail yes / no field 155A or enter an entry in the email address input field 155B.

[0025] When it is recognized that the user has entered data in the input fields and operated the send button 158, the control unit 41 of the user terminal 4 transmits the data entered in the input fields to the server 2. If all required input items have not been entered, the control unit 21 of the server 2 causes the display unit 44 of the user terminal 4 to display a re-input request screen (not shown) that prompts the user to re-enter data, whereas if all required input items have been entered, the control unit 21 causes the display unit 44 to display a reception completion screen (not shown) that indicates that the inquiry has been received.

[0026] When an inquiry is received, control unit 21 of server 2 issues an inquiry ID (Identification) and registers the transmitted information in input fields 152 to 157 in an inquiry DB of storage unit 25 in association with the inquiry ID.

[0027] Furthermore, the automatic call section 21A of the control section 21 performs an automatic call process for automatically placing a call to the telephone number entered in the telephone number entry field 154 in accordance with a preset call workflow program (described in detail later).

[0028] For example, when the user answers a call made to the user terminal 4, the automatic call unit 21A outputs an automated voice such as "Thank you for your inquiry. This is XXX. An address to an AI operator has been sent to the entered email destination. Please consult with the AI ​​operator first," and then disconnects the call. Next, the address sending unit 21B of the server 2 sends an address information email containing address information for connecting to the AI ​​response unit 21C to the email destination (a short message with a phone number or an email address).

[0029] As a result, an address information mail containing address information together with a message such as "Please connect to the address below" is sent to the user's mail destination. The control 431 of the user terminal 4 causes the display unit 44 to display the address information mail in response to the user's operation. A link is attached to the address information contained in this address information mail, and the control unit 41 transmits an image supply request signal to the server 2 in response to the user's operation on the address information.

[0030] The control unit 21 of the server 2 transmits the operator image data in response to the image request signal. As a result, an AI operator screen 161 is displayed on the display unit 44 of the user terminal 4, as shown in FIG.

[0031] Displayed on AI operator screen 161 are AI operator 162, question button display field 163, and voice input result field 164. The user can ask a question to AI operator 162 by operating question button 163A or by voice input.

[0032] For example, when a user asks a question by voice, the voice data is supplied to the server 2. The AI ​​response unit 21C of the server 2 converts the voice data into text and transmits the text data to the user terminal 4. As a result, the voice input result field 164 on the AI ​​operator screen 161 displays the result of the voice input as text data.

[0033] When the user stops voice input, the AI ​​response unit 21C transmits answer data to the user terminal 4. The answer is given by voice and / or image display. Depending on the judgment of the AI ​​response unit 21C, it is possible to display previously prepared diagrams, explanatory text, etc. The input question and answer data are registered in the inquiry DB.

[0034] In addition, when the AI ​​response unit 21C cannot prepare appropriate response data for a user's question or when the same question is repeated multiple times, it can connect the user to a call center where a human operator can respond.

[0035] At this time, the AI ​​response unit 21C supplies the information registered in the inquiry DB to the connected operator terminal 3. As a result, the display unit 34 of the operator terminal 3 displays the exchange with the AI ​​operator 162 as a question history.

[0036] This allows the operator to visually check the question history, and eliminates the need to have the user ask the question again, allowing for a smooth response.

[0037] Conventional AI responses from AI chatbots and other systems were unfamiliar to users who were not accustomed to typing, and could not obtain information about users who were potential customers. In addition, simply sending an email with an AI response notification meant that the email was likely to be overlooked, resulting in poor user response.

[0038] In the inquiry response system 101 of the present invention, in response to an inquiry from an inquiry form, an AI operator 162 responds by both calling via an automatic call and sending an email. This allows the user to be informed that an email has been sent by an automatic call, improving familiarity while notifying the user of the existence of the email before they lose interest, thereby improving the response to the email. In addition, the AI ​​operator 162 can provide a response that is similar to a conversation by voice, making it familiar to users who are not good at typing.

[0039] In other words, by combining automated telephone calls and voice conversations with AI operators, the connection rate to AI operators can be improved, thereby reducing the number of calls connected to operators while improving user satisfaction with the way inquiries are handled.

[0040] <Creating a call workflow program> Next, the creation of a call workflow program used for automatic call processing will be described.

[0041] A call workflow (hereinafter abbreviated as CWF) is created by an operator via the operator terminal 3. A CWF creation unit 21D of the server 2 creates a CWF program in accordance with the created CWF.

[0042] In response to an operation input by the operator to the operator terminal 3, the control unit 31 of the operator terminal 3 transmits a CWF creation image request signal to the server 2. The CWF creation unit 21D of the server 2 transmits a CWF creation image to the operator terminal 3. As a result, a CWF creation screen 181 is displayed on the display unit 34 of the operator terminal 3.

[0043] 6 shows a CWF creation screen 181. On the left side of the CWF creation screen 181, a candidate material display field 182 displays a plurality of candidate materials 182A that are candidates for use in the CWF.

[0044] When the user operates and selects a candidate material 182A in the candidate material display field 182, the selected candidate material is displayed in the CWF creation field 190 on the right as selected materials 183-189.

[0045] The selection element 183 is a start action that instructs the start of a call, and a call is started by this action (motion). The selection element 184 is an arrow mark, and a next progress mark that instructs to proceed to the next step.

[0046] Selection material 185 is a TTS setting action that instructs the setting of TTS (Text to Speech), and is composed of TTS setting action 185A that indicates the main operation (action), TTS text box 185B in which text of synthetic voice is input, and connection bar 185C that connects TTS setting action 185A and TTS text box 185B. The text inputted to TTS text box 185B is converted into voice, and synthetic voice data is generated.

[0047] Selection element 187 is a mail sending action that instructs the settings for sending a mail, and is composed of mail sending setting action 187A that specifies the main operation and the mail destination, mail text box 187B in which text to be sent by mail is input, and connection bar 187C that connects mail sending setting action 187A and mail text box 187B, and it is clearly shown that mail text box 187B is associated with mail sending setting action 187A. Text inputted into mail text box 187B is written in the mail.

[0048] Selection element 189 is an end action that instructs the user to end the call, and this action disconnects the call.

[0049] A program for executing an action is associated with each of the candidate materials 182A. Text entered into the TTS text box 185B is inserted as voice data into the corresponding location in the program associated with the TTS setting action 185A. Also, text entered into the mail text box 187B is inserted as text data into the CWF program into the corresponding location in the program associated with the mail sending setting action 187A.

[0050] That is, when the CWF creation unit 21D of the server 2 receives the created CWF data from the operator terminal 3, it generates synthetic voice data according to the text entered in the text box (TTS text box 185B). It also arranges the programs associated with the selection materials 183-189 in order, and inserts the text data entered in the text box (mail text box 187B) and the generated voice data into the corresponding positions, thereby generating a CWF program and storing it in the storage unit 25.

[0051] Then, the automatic call section 21A of the server 2 executes an automatic call process for the inquiry form according to the created CWF program.

[0052] In this way, the operator can easily create a CWF program in the same way as creating a flowchart.

[0053] <Second embodiment> Next, the second embodiment will be described with reference to Fig. 7 and Fig. 8. The second embodiment differs from the first embodiment in that the creation of the CWF program is applied not only to the inquiry response system but also to the CWF of a normal call center. In the second embodiment, the same parts as those in the first embodiment are denoted by the same reference numerals, and the description of the same parts will be omitted.

[0054] 7, in the inquiry response system 201, the server 2 generates a CWF program based on the CWF generated by the operator terminal 3. The server 2 responds to a call from a user terminal 4 by an automatic voice according to the CWF program, and then transfers the call to the operator terminal 3.

[0055] 8 shows a CWF creation screen 200. In this CWF creation screen 200, a message prompting selection by number is input as a TTS setting action (selection element 185) for playing an automated voice message after starting a call.

[0056] In the TTS text box 185Bx, " / XXX / Slowly / / " is an instruction to speak the sentence between the two single slashes "slowly," and the double slash indicates the end. Therefore, the TTS text box 185Bx instructs to speak "Thank you for calling" quickly and "This is XXX." slowly.

[0057] The standard phrase " / Thank you for calling. / Fast / / Paragraph / This is XX〇△. / Slowly / / " is displayed as a template when the TTS text box 185Bx is selected. If the operator wants to speak at the normal speed, he or she can simply delete " / Slowly / / ", and if they want to speak faster, they can change "Slowly" to "Fast". In this way, the procedure for changing the speed is already written as a template in the standard phrase that is used frequently, so the operator can input the synthesized voice of the automatic voice as text without having to study anything in particular.

[0058] When a selected material is selected from the candidate materials and displayed in the creation column, the necessary next-step material is automatically displayed on this CWF creation screen 200. For example, when a start action is selected, a selected material 184 (next-step mark) represented by an arrow is automatically displayed together with the selected material 183.

[0059] Therefore, the operator need only connect the tip of the arrow to the next selected material 185. In other words, the operator can create a CWF by simply selecting candidate materials, moving the tip of the arrow to connect them, and, if necessary, inputting text corresponding to the voice to be played.

[0060] The next selection element 202 is a number input action that accepts a number input, with selectable numbers (1 to 2) displayed, one for each number, for a total of two next progression marks, and the action branches into two.

[0061] When the number 1 is selected in the selection element 202, the call proceeds to a route connected to the call center aa12, and when the number 2 is selected, the call proceeds to a route connected to the call center aa13. The call centers aa12 and aa13 are call centers of the same company, but since they are staffed by different people, the call is transferred to either one depending on the content of the inquiry.

[0062] After the 1 selection field 202A where number 1 is selected, a vacancy confirmation action for checking whether or not there is an available operator as selection material 203 is performed. If the action is OK, a transfer action for transferring the request to the operator terminal 3 is performed.

[0063] On the other hand, if the result is NG, the process continues to a selection element 205 which is an error processing setting action, and to a selection element 206 which is an end action.

[0064] Here, when the operator selects an availability check action (selected material 202) from the candidate material 182A, a transfer action (selected material 204), an error setting action (selected material 205), and an end action (selected material 206) are displayed together with the next progress mark (selected material 184) along with the selected material 203.

[0065] That is, when a certain material is always to be used, when one candidate material is selected, a plurality of selected materials are displayed in the CWF creation field 190x.

[0066] A standard error message is input in advance to the selection material 205, so the operator does not need to input text. This standard error message can be selected from a number of prepared messages.

[0067] The same is true when the number 2 is selected in selection material 202. If the availability check action, which checks whether there is an available operator as selection material 207, is OK, it continues to selection material 208, which transfers the call to call center aa13, and if it is NG, it continues to selection material 209, which is an error handling setting action, and selection material 210, which is an end action.

[0068] In addition, in the number input action (selection action 202), voice chat can be used to select a number. In voice chat, numbers are heard by voice recognition. That is, the corresponding program waits for voice input, and when voice is input, it transmits the voice data to the server 2. When the server 2 detects a tone sound representing "1" or "2", or a voice representing "ichi" or "ni", it recognizes that the corresponding number has been selected, and it is described that it proceeds to the next step of the selected number.

[0069] When the operator operates a CWF decision button (not shown) on the CWF screen 200 thus created, the CWF data representing the created CWF is transmitted to the server 2.

[0070] When the CWF creation unit 21D of the server 2 receives the created CWF data from the operator terminal 3, the CWF creation unit 21D arranges the programs associated with the selected materials 183 to 210 in order, generates synthetic voice data representing the text entered in the TTS text box 185Bxx, and inserts the generated voice data into the corresponding portion of the program. The CWF creation unit 21D stores the generated CWF program in the storage unit 25.

[0071] Next, the CWF creation process executed according to the CWF creation program will be described with reference to the flowchart of FIG.

[0072] When the CWF creation unit 21D of the server 2 receives a request signal from the operator terminal 3 to start creating a CWF, it supplies CWF creation image data, and when CWF data representing the created CWF is created, it proceeds to the next step SS2.

[0073] In step S2, CWF creation unit 21D generates synthetic voice data based on the text data entered in the TTS setting field, and proceeds to the next step SS3.

[0074] In step S3, the CWF creation unit 21D generates a CWF program based on the CWF data and the synthetic voice data, and then the process proceeds to step S3 to end the process.

[0075] <Operations and Effects of the First and Second Embodiments> The following describes the features of the inventions extracted from the above-described embodiments, showing their effects as necessary. In the following, for ease of understanding, the corresponding configurations in the above-described embodiments are appropriately shown in parentheses, but the specific configurations shown in parentheses are not limited to these. In addition, the meanings and examples of terms described in each feature may be applied as the meanings and examples of terms described in other features described in the same wording.

[0076] In the above configuration, the inquiry response device (server 2) of the present invention includes an AI response unit (AI response unit 21C) capable of responding to a user's question, an automatic call unit (automatic call unit 21A) that, when a user's telephone number and contact information are provided via an inquiry form, calls the telephone number according to a pre-created call workflow and prompts access to the AI ​​response unit; The inquiry form further includes an address sending unit (address sending unit 21B) that sends address information of the AI ​​response unit in response to at least one of the telephone number and contact information entered in the inquiry form.

[0077] As a result, the inquiry response device can prompt the user to connect to the AI ​​response unit after providing guidance through an automatic call in response to the inquiry sent from the inquiry form, and can prompt the user to connect to the AI ​​response unit immediately after sending the inquiry form. This can increase the connection rate to the AI ​​response unit without increasing the operator's workload, improving work efficiency. In addition, while customer information cannot be obtained when directly displayed on a website, by using an inquiry form, customer information can be obtained and used for future sales activities.

[0078] The inquiry response device is characterized by having an operator connection unit that connects the call to an operator terminal (operator terminal 3) where an operator can respond, depending on the user's selection in response to the automatic response voice played by the automatic calling unit during a call.

[0079] As a result, the inquiry response device can immediately contact users who have shown a high interest by using the inquiry form and connect them to an operator only when necessary, thereby improving the operator's work efficiency and allowing the operator to respond appropriately.

[0080] In the inquiry response device, the AI ​​response unit The system is characterized in that the call is connected to an operator terminal where an operator can reply in response to the conversation with the user.

[0081] This allows the inquiry response device to connect to an operator only when the AI ​​response unit cannot handle the inquiry, improving the operator's work efficiency. Also, since the user can be connected to an operator via the AI ​​response unit, the connection rate to the AI ​​response unit can be improved.

[0082] In the inquiry response device, the AI ​​response unit is an AI operator capable of responding by voice.

[0083] This allows the inquiry response device to respond using both voice and images, thereby making it possible to deepen the user's understanding by using images while saving the effort of text input.

[0084] In the program generation system of the present invention, a call workflow generation device (CWF generation unit 21D and operator terminal 3) for inputting text into a text box associated with an action material for setting a synthetic voice when a call workflow is generated in a flowchart format by combining an action material representing an action with an order determination material for determining an order; a voice data generating unit (control unit 21) that generates synthetic voice data based on the text in the text box; and a program generation device (CWF creation unit 21D) that inserts the voice data into a corresponding portion of a program associated with an action material for setting the synthetic voice, and generates a program according to the combination of the materials.

[0085] Conventionally, in order to create a call workflow, a systems engineer had to write a program, which was a cumbersome task.

[0086] In the program generation system of the present invention, a call workflow is created in a flow chart format, and by inputting text into a text box, synthetic voice is automatically generated, and a call workflow program using synthetic voice can be generated. This allows operators with no programming knowledge to freely generate call workflow programs. After actually communicating with users, operators can easily modify the call workflow themselves, which promotes improvements to the call workflow and increases the success rate.

[0087] In the program generation system, the call workflow creation unit Enter text into the text box associated with the action material that you want to send text to, The program generation unit The text is inserted into a program corresponding to an action material for transmitting the text, and a program is generated according to the combination of materials.

[0088] This makes it possible for the program generation system to generate a program for a complex process such as sending text by simply inputting the text into a text box.

[0089] <Third embodiment> Next, the third embodiment will be described with reference to Fig. 10. The third embodiment differs from the first embodiment in that an appointment is made by an automatic call. In the inquiry system 401 in the third embodiment, the parts corresponding to those in the first embodiment are given reference numbers with 400 added, and the explanation of the same parts will be omitted.

[0090] 10(A), in the inquiry response system 401, an introduction site publishing server 405 that simultaneously introduces services provided by multiple companies publishes an introduction site and provides a bulk inquiry form as part of the introduction site. There are no restrictions on the services that the introduction site provides, but for the sake of convenience, a case will be described in which the introduction site introduces real estate rentals.

[0091] A user can make a bulk inquiry by inputting user information such as their phone number and name into the bulk inquiry form displayed on the user terminal 404, selecting one or more companies or services to which they wish to inquire, and submitting the inquiry.

[0092] When the introduction site publication server 405 is supplied with user information and an inquiry object from the user terminal 404, it transmits the user information to a designated destination address associated with the inquiry object. In the figure, a case is shown in which the reservation management server 503 of the company providing the service is designated as the designated destination address, but it may be the server 502 or both the server 502 and the reservation management server 503.

[0093] The reservation management server 503 transmits the supplied user information to the server 402. At this time, the reservation management server 503 transmits current status information indicating the current status of the inquiry target (for example, the status of preview reservations and applications) to the server 402. The server 402 executes an automatic call process to the telephone number included in the user information. As a result, the user terminal 404 receives a call from the server 402.

[0094] The automatic call unit 21A of the server 402 executes an automatic call process in accordance with the call workflow, and transmits voice information to the user terminal 404. As a result, voice is output from the user terminal 404. For example, the automatic call unit 21A performs a greeting through voice guidance, and also performs voice guidance such as "Reservations for viewings are available from ▲ month ▲ day. Would you like to make a reservation for a viewing?" in accordance with the current situation information.

[0095] When the user responds and voice information is supplied from user terminal 404, AI response unit 421C of server 402 performs a voice response by voice output to the user as a reply process according to the response.

[0096] For example, if the user responds hesitantly with, "Hmm, what should I do?", the AI ​​response unit 421C will respond with a message encouraging the user to make a reservation for a viewing, such as, "Currently, two people have made reservations to view the property. We recommend that you make a reservation for a viewing early."

[0097] If the user replies, "I'll make a reservation," AI response unit 421C responds with a message prompting the user to specify a reservation date and time, saying, "Then, please specify a date and time that is convenient for you." If the user replies, "This Sunday afternoon, please," AI response unit 421C sends a reservation confirmation request to reservation management server 403 specifying Sunday afternoon.

[0098] The reservation schedules of the sales representatives belonging to the reservation management server 403 are registered in the storage unit 435 (not shown) of the reservation management server 403. For example, when a reservation can be accepted from 13:00 to 15:00 for only one person for this Sunday afternoon, the control unit 431 of the reservation management server 403 transmits reservation status information indicating that reservations can be accepted from 13:00 to 15:00 to the server 402.

[0099] Based on the reservation status information, the AI ​​response unit 421C of the server 402 responds to the user, for example, "You can make a reservation for a preview this Sunday, on the afternoon of month ▲, △, from 1:00 PM to 3:00 PM."

[0100] When the user replies, "Then, 13:00 please," the AI ​​response unit 421C sends reservation registration information requesting reservation registration for 13:00 to the reservation management server 403. The control unit 431 of the reservation management server 403 registers a reservation for one slot starting at 13:00 in the reservation management table, and sends reservation completion information indicating completion of reservation registration to the server 402.

[0101] When the AI ​​response unit 421C of the server 402 is supplied with the reservation completion information, it outputs a voice message saying, "Your reservation has been completed at 13:00 on ▲ month △ day. We will be waiting for you at XX store. Please check the store information that will be sent to you by short message," and sends the waiting information indicating the reservation time, the address of the store where the meeting will be held, the contact phone number, etc. by short message. Note that if the user information includes an email address or SNS information, email or SNS may be used.

[0102] Furthermore, if the AI ​​response unit 421C of the server 402 determines that it cannot understand the meaning of the user's response or is unable to respond, it can switch the call to a call center where a human can respond. This makes it possible to minimize the loss of reservation opportunities for users who were able to respond by phone.

[0103] In this way, in the inquiry response system 401, when user information is obtained from the bulk inquiry form, an automatic call can be made from the server 402 immediately to make an appointment, so that the system can contact users in response to inquiries before other companies and obtain reservations efficiently.

[0104] <Fourth embodiment> Next, a fourth embodiment will be described with reference to Fig. 11. The fifth embodiment differs from the third embodiment in that voice guidance is provided according to the caller. In the inquiry system 501 in the fourth embodiment, the parts corresponding to those in the third embodiment are given reference numerals with 100 added, and the explanation of the same parts will be omitted.

[0105] In the inquiry response system 501 of the fourth embodiment, a server 502 manages reservations, and the reservation status can be checked at any time by accessing the server 502 from a responsible terminal 503, which is a terminal of the responsible department, and inquiry response processing is performed by a so-called cloud service.

[0106] In the inquiry response system 501, as in the third embodiment, the introduction site publishing server 505 publishes the introduction site, but here, a case will be described in which an inquiry is made to a job information site as the introduction site.

[0107] In the job information site, an account is created for each user in advance, and history information such as educational background and work history is registered in the account. A user registration database in which the user's history information, address, desired work location, etc. are registered in correspondence with the user's user ID (IDentification) is stored in the storage unit 435 (not shown) of the introduction site public server 505.

[0108] When the user transmits an inquiry form for the inquiry target via the user terminal 504, the introduction site publication server 505 identifies the user information from the user ID, and transmits the user information to the server 502 where the inquiry target is registered.

[0109] A condition list in which condition items, call work flow (CWF) numbers, and reservation management table numbers are associated with each other is stored in a storage unit 525 (not shown) of the server 502. In addition, a plurality of reservation management tables are stored in association with the reservation management numbers.

[0110] When the server 502 receives the user information, it determines which condition item the user applies to from the user information, and identifies the voice guide number corresponding to the applied condition item. The server 502 then executes an automatic call process for the user according to the call workflow corresponding to the voice guide number.

[0111] For example, in call workflow 1, information about and appointments for a company information session at venue A are provided. The acquired appointment is registered in reservation management table 1 corresponding to call workflow 1.

[0112] In call workflow 2, information about and appointments for the company information session at venue B are provided. The appointment that was successfully made is registered in reservation management table 2 that corresponds to call workflow 2. In call workflow 3, since user information is insufficient, questions are asked about the missing information.

[0113] If none of the conditions are met, a rejection text email is sent to a destination based on the user information or via the introduction site.

[0114] In this way, in the inquiry response system 501, the automatic filtering function allows automatic call processing to be performed with voice guidance tailored to the user.

[0115] <Operations and Effects of the Third and Fourth Embodiments> The following describes the features of the inventions extracted from the above-described embodiments, showing their effects as necessary. In the following, for ease of understanding, the corresponding configurations in the above-described embodiments are appropriately shown in parentheses, but the specific configurations shown in parentheses are not limited to these. In addition, the meanings and examples of terms described in each feature may be applied as the meanings and examples of terms described in other features described in the same wording.

[0116] According to the above configuration, the inquiry response device (server 402) includes a user information acquisition unit (external interface 423) that acquires user information including a user's telephone number input via an inquiry form; An automatic call unit (automatic call unit 421A) that executes automatic call processing to the telephone number according to a call workflow created in advance; The system is characterized by including an AI (artificial intelligence) response unit (AI response unit 421C) that performs reply processing according to a user request in response to a reply from the user.

[0117] This allows a phone call to be made immediately in response to an inquiry received via the Internet from a website or the like, thereby minimizing the loss of opportunities to contact the user who made the inquiry.

[0118] In addition, in the inquiry device, the inquiry form includes: This is a bulk inquiry form where you can select multiple companies and make inquiries at the same time. The user information acquisition unit, The user information is obtained via an introduction site publishing device that provides the inquiry form.

[0119] This allows you to call and access users before other companies do.

[0120] In the interrogation device, the AI ​​response unit When the reply of the user is an appointment request specifying a time, a reservation timetable registered in advance is checked, and if the appointment is possible, the appointment is confirmed and notified to the user, and the confirmed appointment is registered in the reservation timetable.

[0121] This allows appointments to be made automatically, eliminating the need for manpower to confirm inquiries and make phone calls.

[0122] In the inquiry device, the automatic calling unit comprises: Based on the user information, The present invention is characterized in that one call workflow is selected from the plurality of call workflows to execute the automatic call processing.

[0123] This allows automatic filtering based on the user's conditions, and then automatic call processing can be performed using a call workflow that suits the user.

[0124] <Other embodiments> In the above embodiment, the server 2 operates as an automatic call device, an AI response device, and a mail forwarding device, but the present invention is not limited to this. For example, the AI ​​device may be a server with a separate configuration, and the server may perform automatic calls and mail forwarding.

[0125] In the above embodiment, the address information for connecting to the AI ​​response unit 21C is sent as a short mail or an email to an email address, but the present invention is not limited to this. For example, the address information may be sent to a message function of a social networking service (SNS) or a chat app. In addition, the short mail availability field 155A in the inquiry form screen 151 is not essential, and it may be set to, for example, "mobile phone number or email address." There is no restriction on the items in the inquiry form 151, and it is possible to freely select input items (both essential and optional) according to information required for sales activities. In short, it is sufficient that at least a telephone number that can be called and a transmission address that can send text data are input.

[0126] In the above embodiment, the AI ​​response unit 21C is an AI operator that responds using voice and images, but the present invention is not limited to this. For example, it may be a chatbot that responds in a chat format by text input.

[0127] In the above embodiment, the text box (TTS text box 185B) and the action material (TTS setting action 185A) are connected and displayed, but the present invention is not limited to this. For example, the text box may be displayed in a pull-down menu, a separate window, a sub-window, etc., for the action material. In the above embodiment, the automatic call unit 21A plays only a guide message to encourage connection to the AI ​​response unit 21C, but the present invention is not limited to this. For example, the call may be connected to an operator terminal where an operator can respond, depending on the user's selection of the automatic response voice played by the automatic call unit during a call. This makes it possible to create a route that allows connection to an operator without going through the AI ​​response unit.

[0128] In the fourth embodiment described above, a plurality of call workflows are provided, but the present invention is not limited to this. For example, automatic call processing may be performed only on people who meet certain conditions (school name, academic background, company name). Conversely, only people who meet certain conditions may receive a call from the call center, and the rest may be automatically called according to the selected call workflow.

[0129] In the above embodiment, the server 2 as a call management device is configured by the memory unit 25 as a memory unit, the control unit 21 as a memory control unit, and the control unit 21 and the external interface 23 as a call status transmission unit, but the present invention is not limited to this. It is possible to configure the call management device of the present invention by a memory unit, a memory control unit, and a call status transmission unit with various other configurations. [Industrial Applicability]

[0130] The present invention can be applied to sales activities using, for example, an inquiry form on a website. [Explanation of symbols]

[0131] 2: Server 3: Operator terminal 4: User terminal 21: Control section 21A: Automatic call section 21B: Address sending section 21C: AI response unit 21D: CWF Creation Department 23: External interface 25: Storage section 101: Query response system 151: Enquiry form screen 152: Name input field 153: Company name input field 154: Phone number input field 155: Email destination input field 155A: Short mail availability column 155B: Email address input field 156: Address input field 157: Enquiry content input field 158: Send button 161: AI operator screen 162: AI Operator 163: Question button display area 163A: Question button 164: Voice input result field 181: CWF creation screen 182: Candidate material display field 182A: Candidate material 183: Selection material

Claims

1. a user information acquiring unit that acquires user information, which includes a bulk inquiry form for selecting a plurality of companies to make inquiries to at the same time, when a user inputs user information including a user's telephone number and an inquiry subject via the bulk inquiry form, and transmits the user information to a designated destination address associated with the inquiry subject in a public server that publishes the website; an AI (artificial intelligence) response unit that immediately executes an automatic call process to the telephone number when the user information is acquired, executes voice guidance by an automated voice according to a pre-created call workflow, and responds to the reply from the user and performs reply processing according to the user's request; An inquiry response device comprising:

2. The address specified as the destination address 2. The inquiry response device according to claim 1.

3. When reservation management information indicating the completion of reservation registration is obtained from the reservation management server that manages reservations, waiting information is sent by short message.

2. The inquiry response device according to claim 1.

4. The AI ​​response unit, Based on the user information, Selecting one call workflow from among a plurality of call workflows and executing the automatic call processing 3. The inquiry response device according to claim 1 or 2.

5. The AI ​​response unit, An operator connection section that connects the call to an operator terminal where an operator can respond in response to the user's selection in response to the automated response voice 3. The inquiry response device according to claim 1, further comprising:

6. The AI ​​response unit, Depending on the conversation with the user, the call is connected to an operator terminal where an operator can respond.

3. The inquiry response device according to claim 1 or 2.

7. The AI ​​response unit, An AI operator capable of responding with voice or a chat-style chatbot 3. The inquiry response device according to claim 1 or 2.

8. a call workflow creation unit that, when creating a call workflow in a flow chart format by combining materials, inputs text into a text box connected to a synthetic voice setting material that sets a synthetic voice among the materials; a voice data generator for generating synthetic voice data based on the text in the text box; a program generating unit that inserts the synthetic voice data into a corresponding portion of a program associated with the synthetic voice setting material, and generates a program in accordance with the combination of the materials; 3. The inquiry response device according to claim 1, further comprising:

9. For computers, a user information acquisition step of acquiring user information to be sent to a designated destination address associated with the inquiry target in a public server that publishes the website when the user information including the user's telephone number and the inquiry target are inputted via the public server in a website including a collective inquiry form for simultaneously inquiring about a plurality of companies; When the user information is acquired, an AI (artificial intelligence) response step is performed to immediately execute an automatic call process to the telephone number, execute an automated voice guidance according to a pre-created call workflow, and respond to a reply from the user and a reply process according to a request from the user. A query response program that causes the program to execute the above steps.

10. a user information acquisition step of acquiring user information to be sent to a designated destination address associated with the inquiry target in a public server that publishes the website when the user information including the user's telephone number and the inquiry target are inputted via the public server in a website including a collective inquiry form for simultaneously inquiring about a plurality of companies; When the user information is acquired, an AI (artificial intelligence) response step is performed to immediately execute an automatic call process to the telephone number, execute an automated voice guidance according to a pre-created call workflow, and respond to a reply from the user and a reply process according to a request from the user.

13. A method for responding to an inquiry, comprising:

11. a publishing server which publishes a website including a bulk inquiry form for selecting a plurality of companies to make inquiries at the same time, and which, when a user inputs user information including a user's telephone number via the bulk inquiry form and an inquiry subject, transmits the user information to a designated destination address associated with the inquiry subject; When the user information is acquired, an AI (artificial intelligence) response device immediately executes an automatic call process to the telephone number, executes voice guidance by an automated voice according to a pre-created call workflow, and responds to the reply from the user and performs reply processing according to the user's request. An inquiry response system comprising:

12. a call workflow creation unit for inputting text into a text box associated with an action material for transmitting text; a program generating unit that inserts the input text into a corresponding portion of a program associated with an action material for transmitting the text, and automatically generates a synthetic voice response program using synthetic voice in accordance with a combination of the action materials; 3. The inquiry response device according to claim 1, further comprising:

13. An AI (artificial intelligence) response unit capable of responding to user questions; When a user's phone number and contact information are provided through input into an inquiry form, a call is made to the entered phone number according to a pre-created call workflow; An automatic calling unit that prompts access to the AI ​​response unit; an address sending unit that sends address information of the AI ​​response unit in response to at least one of the telephone number and the contact information inputted in the inquiry form; An inquiry response device comprising:

Images