Chat system and chat processing method

Abstract

To make inquiry-responding work more efficient.SOLUTION: A chat system includes: a chat server; a code output unit that outputs basic information required when an inquiry source uses a chat to make an inquiry to an inquiry destination and connection destination information with the chat server as a two-dimensional code; and an information acquisition unit that acquires application information associated with the basic information. The chat server is connected using the connection destination information included in the two-dimensional code by a first information processing device of the inquiry source, acquires the application information associated with the basic information by the information acquisition unit upon receiving the basic information included in the two-dimensional code from the first information processing device, and displays the basic information received from the first information processing device, and the application information acquired by the information acquisition unit on a chat screen distributed to a second information processing device of the inquiry destination.SELECTED DRAWING: Figure 3

Description

[Technical Field]

[0001] The present invention relates to a chat system and a chat processing method. [Background technology]

[0002] Traditionally, when manufacturers and other organizations handle inquiries, they have used a system in which basic information that the inquirer must provide to the person making the inquiry (such as product information about the product being inquired about) is converted into a QR code (registered trademark) and provided to the inquirer, e.g., the product user.When the product user makes an inquiry, the QR code is read with a device such as a smartphone, and the basic information is sent from the device to the person making the inquiry (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2018-1458 Summary of the Invention [Problem to be solved by the invention]

[0004] However, in conventional systems, in order to respond to an inquiry from an inquiry source, the person in question had to separately obtain application information (such as past inquiry history or product defect information) in addition to the basic information obtained from the inquiry source, which had the problem of taking a long time to respond to the inquiry source.

[0005] The present invention has been made in consideration of the above points, and aims to propose a chat system and a chat processing method that can make inquiry response work more efficient. [Means for solving the problem]

[0006] In order to solve this problem, the chat system of the present invention comprises: I am a user of the productThe information entered into the first information processing device that made the inquiry Inquiries regarding the above products Message and , the inquiry desk for the above product The information entered into the second information processing device of the inquiry , a response to the inquiry message a chat server that distributes a chat screen on which a message is displayed to the first information processing device and the second information processing device, respectively; Regarding the above product inquiry to do It is necessary when To identify the product a code output unit that outputs basic information and connection destination information of the chat server as a two-dimensional code; , information about the product that is necessary when responding to inquiries about the product. an information acquisition unit that acquires application information; The basic information includes a product individual ID of the product, and the application information includes a purchaser name of the product, or a warranty period of the product, or a history of past inquiries about the product, or a call reason for the product, or traceability data of the product, The chat server is connected by the first information processing device having a function of reading the two-dimensional code using the connection destination information included in the two-dimensional code, and when it receives the basic information included in the two-dimensional code from the first information processing device, it acquires the application information associated with the basic information by the information acquisition unit, and displays the basic information received from the first information processing device and the application information acquired by the information acquisition unit on the chat screen to be distributed to the second information processing device.

[0007] The chat processing method of the present invention further comprises: I am a user of the product The information entered into the first information processing device that made the inquiry Inquiries regarding the above products Message and This is the contact point for inquiries about the above product. The information entered into the second information processing device of the inquiry , a response to the inquiry message a chat server that distributes a chat screen on which a message is displayed to the first information processing device and the second information processing device, respectively, to the first information processing device having a function of reading a two-dimensional code, and Regarding the above product inquiry to do It is necessary when To identify the productThe chat server is connected using the connection destination information obtained from the two-dimensional code including basic information and connection destination information for the chat server, and the basic information included in the two-dimensional code is received from the first information processing device, and the chat server , information about the product that is necessary when responding to inquiries about the product. Acquire application information by an information acquisition unit; The basic information includes a product individual ID of the product, and the application information includes a purchaser name of the product, or a warranty period of the product, or a history of past inquiries about the product, or a call reason for the product, or traceability data of the product, The chat server displays the basic information received from the first information processing device and the application information acquired by the information acquisition unit on the chat screen delivered to the second information processing device.

[0008] In this way, by displaying basic information and application information associated with the basic information on the chat screen delivered from the chat server to the second information processing device of the inquirer, the inquirer can chat with the inquirer on the chat screen and quickly respond to the chat inquiry from the inquirer based on the basic information and application information displayed on the chat screen. [Effects of the Invention]

[0009] Thus, the present invention can realize a chat system and a chat processing method that can make inquiry response work more efficient. [Brief explanation of the drawings]

[0010] [Figure 1] FIG. 1 is a diagram illustrating a configuration of a chat system. [Figure 2] FIG. 10 is a diagram showing the configuration of a client screen. [Figure 3] FIG. 10 is a diagram showing the configuration of an operator screen. [Figure 4] FIG. 4 is a diagram showing the configuration of a label printing screen. [Figure 5] FIG. 10 is a diagram illustrating information stored in a data storage unit. [Figure 6] FIG. 10 is a diagram showing information stored in an information processing device for external data storage. [Figure 7]1 is a sequence chart showing the operation of the chat system. DETAILED DESCRIPTION OF THE INVENTION

[0011] Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described in detail with reference to the drawings.

[0012] [1. Chat system configuration] First, an example of the configuration of a chat system 1 according to this embodiment will be described with reference to Fig. 1. This chat system 1 is a system that allows an inquirer, such as a product user, to make a chat inquiry to a contact point at the product manufacturer. Here, the inquirer will be called a client, and the contact point will be called an operator.

[0013] This chat system 1 is composed of an information processing device 10 with chat server functions, an information processing device 20 used by clients, an information processing device 30 used by operators, an information processing device 40 for storing external data, and an image forming device 50 with printing functions.

[0014] The information processing device 10 and the image forming device 50 are connected to a LAN 2, and the information processing device 10 is further connected to the Internet 4 via a router 3 on the LAN 2. The information processing device 20, the information processing device 30, and the information processing device 40 are each connected to the Internet 4.

[0015] The information processing device 20 used by the client is, for example, a smartphone, and is equipped with a function to read two-dimensional codes such as QR codes and a web browser. The information processing device 30 used by the operator is, for example, a PC (personal computer), and is equipped with a web browser. The information processing device 40 is, for example, a server, and the image forming device 50 is, for example, a label printer.

[0016] An information processing device 10 having the function of a chat server has a CPU 11, a RAM 12, an operation display unit 13, a communication unit 14, and an HDD 15, which are connected via a BUS (system bus) 16.

[0017] The CPU 11 is a central processing unit that controls all the components connected to the BUS 16. The RAM 12 is a main storage device (random access memory) that can read and write data, and temporarily stores data used by the programs executed by the CPU 11.

[0018] The operation display unit 13 is composed of input devices such as a keyboard and a mouse for inputting information to the information processing device 10, and output devices such as a display for displaying information. The communication unit 14 is a network interface, and communicates with other devices via the LAN 2 and the Internet 4.

[0019] The HDD 15 is an auxiliary storage device (hard disk drive) that can read and write data, and permanently stores programs and data. The HDD 15 stores the OS 100. The OS 100 is an operating system that is read and executed by the CPU 11, and is built-in software that controls all the programs stored in the HDD 15. The OS 100 includes a chat server 101, a print application 102, and a common component 103.

[0020] The chat server 101 is a program for conducting chats between the client information processing device 20 and the operator information processing device 30, which are connected via the communication unit 14. The chat server 101 has a client screen processing unit 101A, a chat engine 101B, and an operator screen processing unit 101C.

[0021] The client screen processing unit 101A delivers a client screen Sc10 (FIG. 2) to the client's information processing device 20, and transmits and receives chat data to and from the client's information processing device 20 via the chat engine 101B. Note that, as will be described in detail later, the chat data transmitted and received by the chat engine 101B includes text information input in the information processing device 20 and the information processing device 30 (i.e., messages exchanged in chat), and basic information provided by the client's information processing device 20.

[0022] The client screen Sc10 shown in Fig. 2 is a screen displayed on the web browser of the client's information processing device 20, and has a message display area Ar10 in which text information (i.e., messages exchanged between the client and the operator) Tx input on the client's information processing device 20 and the operator's information processing device 30 is displayed, a message input field Ar11 for inputting a message, and a send button Bt10 for sending the message input in the message input field Ar11 to the operator. Note that Fig. 2 shows an example in which a message Tx10 input by the client is displayed in the message display area Ar10.

[0023] 1, chat engine 101B transmits and receives chat data to and from information processing device 20 and information processing device 30 via communication unit 14. Generally, chat engine 101B is a program that uses a protocol such as WebSocket or HTTP (Hyper Text Transfer Protocol).

[0024] The operator screen processing unit 101C delivers the operator screen Sc20 (FIG. 3) to the information processing device 30 of the operator, and transmits and receives chat data to and from the information processing device 30 of the operator via the chat engine 101B.

[0025] The operator screen Sc20 shown in Fig. 3 is a screen displayed on the web browser of the operator's information processing device 30, with the left half of the screen being a chat display section Pt20 and the right half being an information display section Pt21. The chat display section Pt20 has a message display area Ar20 in which text information Tx inputted into the client's information processing device 20 and the operator's information processing device 30 (i.e., messages exchanged between the client and the operator) is displayed, a message input field Ar21 for inputting a message, and a send button Bt20 for sending the message inputted into the message input field Ar21 to the client side. Note that Fig. 3 shows an example in which a message Tx20 inputted by the client and a message Tx21 inputted by the operator are displayed in the message display area Ar20.

[0026] Meanwhile, the information display section Pt21 displays the basic information Dt20 and the application information Dt21 associated with the basic information Dt20. The basic information Dt20 displayed on the information display section Pt21 is information received from the client's information processing device 20 via the chat engine 101B. Specifically, the basic information Dt20 is the product ID (e.g., serial number) of the product that is the subject of an inquiry from the client to the operator. In other words, the basic information Dt20 is product-specific information for identifying the product that is the subject of the inquiry, and is the minimum information required when the client makes an inquiry to the operator. In contrast, the application information Dt21 is information acquired from the information processing device 40 via an external data acquisition unit 103B (described later) included in the common component 103. Specifically, the application information Dt21 includes product information (such as the purchaser's name and warranty period) related to the product that is the subject of the inquiry, the inquiry history, the call reason (reason for the inquiry), traceability data (information related to the manufacturing process and shipping process), and the like. In other words, the application information Dt21 is information required when the operator responds to an inquiry from the client.

[0027] In this way, the operator screen Sc20 displays the messages Tx20 and Tx21 exchanged in the chat, as well as the basic information Dt20 and application information Dt21 of the product that is the subject of the client's inquiry (i.e., the information required for the operator to respond to the client's inquiry).

[0028] Returning to FIG. 1, the printing application 102 is a program that controls the image forming device 50 connected via the communication unit 14 to print the inquiry label Lb described below, and has a management unit 102A and a printing control unit 102B.

[0029] The management unit 102A is a program that instructs the image forming apparatus 50 to print an inquiry label Lb via the print control unit 102B, and generates a label printing screen Sc30 (FIG. 4) for printing the inquiry label Lb.

[0030] The label printing screen Sc30 shown in FIG. 4 is a screen displayed on the operation display unit 13, and has a change button Bt30 for specifying the output destination of the inquiry label Lb (i.e., the image forming device 50), a print data display area Ar30 in which the print data Pd to be output as the inquiry label Lb is displayed in a list, a change button Bt31 for specifying the print data Pd to be displayed in the print data display area Ar30, and a print button Bt32 for instructing the output destination (i.e., the image forming device 50) to print the print data Pd displayed in the print data display area Ar30 (or print data Pd selected from the list displayed in the print data display area Ar30).

[0031] The print data Pd is stored in a data storage unit 103A (described later) of the common component 103, and includes at least three pieces of information: basic information Dt20 (i.e., product ID), connection destination information Dt30 such as a URL for connecting to the chat server 101, and a label design Dt31 including a QR code. In other words, the print data Pd is information prepared for each piece of basic information Dt20 (i.e., product ID). Here, the QR code included in the label design Dt31 is a two-dimensional code of the basic information Dt20 and the connection destination information Dt30. In other words, a QR code, which is a two-dimensional code of the basic information Dt20 and the connection destination information Dt30, is attached to an inquiry label Lb printed based on the print data Pd.

[0032] When the print button Bt32 on the label printing screen Sc30 is pressed, the management unit 102A instructs the image forming device 50 to print an inquiry label Lb based on the print data Pd specified on the label printing screen Sc30. The print control unit 102B (FIG. 1) is a program that instructs the image forming device 50 to print via the communication unit 14, and is generally a printer driver.

[0033] Note that the inquiry label Lb is printed for each product sold to a client, handed to the client at the time of purchase, and attached to the product by the client. The inquiry label Lb thus handed to the client who purchased the product is provided with a QR code encoding the basic information Dt20 of the product and connection destination information Dt30 for the chat server 101, as described above. Therefore, as will be described in detail later, when making an inquiry, the client can present the basic information Dt20 of the product to the operator and start a chat with the operator by reading this QR code with the information processing device 20. Note that although a QR code is used here, a two-dimensional code other than a QR code may also be used.

[0034] Common component 103 is a common program that is called by both chat server 101 and print application 102, and includes data storage unit 103A and external data acquisition unit 103B.

[0035] The data storage unit 103A is a database that stores information used by the chat server 101 and the print application 102 in the data format shown in Fig. 5. Specifically, the data storage unit 103A stores record information Dt40 that associates print data Pd for each product with chat history Dt32 when a client inquires about the product via chat, a client screen resource Dt41 for generating a client screen Sc10, an operator screen resource Dt42 for generating an operator screen Sc20, and external data Dt43 acquired via the external data acquisition unit 103B. The external data Dt43 includes application information Dt21 associated with basic information Dt20.

[0036] External data acquisition unit 103B (FIG. 1) is a program that acquires information used by chat server 101 and print application 102 from information processing device 40 via communication unit 14. This external data acquisition unit 103B has, for example, an interface for inputting a file output in CSV format from information processing device 40, an interface for connecting to a database of information processing device 40, and the like.

[0037] The information processing device 40 is a DB server having a database that stores information to be provided to the outside (i.e., the information processing device 10) in the data format shown in Fig. 6. Specifically, the database of the information processing device 40 stores record information Dt50 that associates basic information Dt20 and application information Dt21 for each product. In other words, the information processing device 40 is capable of providing the basic information Dt20 stored in the database and the application information Dt21 associated with the basic information Dt20 to the information processing device 10. The chat system 1 is configured as described above.

[0038] [2. Chat System Operation] Next, the operation of the chat system 1 will be described using the sequence chart shown in Fig. 7. Here, the operation of the chat system 1 will be divided into an operation when printing an inquiry label Lb (steps SP1 to SP3), an operation when the client information processing device 20 connects to the chat server 101 (steps SP4 to SP8), and an operation when a chat is carried out between the client information processing device 20 and the operator information processing device 30 (steps SP9 to SP12), and will be described in that order.

[0039] 7 , in the information processing device 10, the management unit 102A of the print application 102 acquires basic information Dt20 stored in the information processing device 40 from the information processing device 40 via the external data acquisition unit 103B of the common component 103. The management unit 102A then associates the acquired basic information Dt20 with connection destination information Dt30 for the chat server 101 and a label design Dt31 including a QR code, to generate print data Pd, and stores this in the data storage unit 103A of the common component 103. After storing the print data Pd in ​​the data storage unit 103A in this way, the management unit 102A displays a label print screen Sc30 on the operation display unit 13.

[0040] In the next step SP2, when an output destination (here, the image forming device 50) and print data Pd are specified on the label printing screen Sc30 and printing is instructed, the management unit 102A generates a print command (specifically, a print job) based on the specified print data Pd and sends the print command to the image forming device 50, which is the output destination, via the print control unit 102B of the print application 102. Note that the print command includes a QR code drawing object that encodes the basic information Dt20 and connection destination information Dt30 included in the specified print data Pd.

[0041] In the next step SP3, the image forming device 50 executes the received print command to print an inquiry label Lb with a QR code. The operation when printing an inquiry label Lb is as described above. The inquiry label Lb printed in this way for each product is given to, for example, the client who purchased the product, and is affixed to the product by the client, for example.

[0042] Next, a description will be given of the operation when the client's information processing device 20 connects to the chat server 101. When the client wishes to inquire about a purchased product, in step SP4, the client uses the information processing device 20 to read the QR code attached to the inquiry label Lb attached to the product.

[0043] After reading the QR code, the information processing device 20 accesses the chat server 101 via a web browser using the connection destination information Dt30 included in the QR code in the subsequent step SP5. Here, the information processing device 20 displays, via the web browser, a client screen Sc10 delivered by the client screen processing unit 101A of the chat server 101. At this time, the information processing device 20 also pushes basic information Dt20 included in the QR code as chat data to the operator screen processing unit 101C via the chat engine 101B of the chat server 101.

[0044] In the next step SP6, the operator screen processing unit 101C of the chat server 101 uses the basic information Dt20 received from the client's information processing device 20 as a key to acquire application information Dt21 associated with the basic information Dt20 from the information processing device 40 via the external data acquisition unit 103B of the common component 103.

[0045] In the following step SP7, the operator screen processing unit 101C pushes the basic information Dt20 acquired from the information processing device 20 and the application information Dt21 acquired from the information processing device 40 to the operator's information processing device 30 via the chat engine 101B.

[0046] In the next step SP8, the information processing device 30 displays the operator screen Sc20 delivered by the operator screen processing unit 101C of the chat server 101 on the Web browser, and displays the basic information Dt20 and application information Dt21 received from the chat server 101 in the information display section Pt21 on the right side of the operator screen Sc20. The operations when the client information processing device 20 connects to the chat server 101 are as described above.

[0047] Next, an operation when a chat is conducted between the client's information processing device 20 and the operator's information processing device 30 will be described. When the client screen Sc10 is displayed on the information processing device 20, the client inputs a question message to ask the operator on this client screen Sc10 and performs a send operation. Then, in step SP9, the information processing device 20 displays the input question message on the client screen Sc10 and also sends a push notification of the input question message to the operator screen processing unit 101C via the chat engine 101B of the chat server 101.

[0048] In the following step SP10, the operator screen processing unit 101C of the chat server 101 pushes the received question message to the operator's information processing device 30 via the chat engine 101B. The information processing device 30 displays the question message received from the client's information processing device 20 via the chat server 101 in the chat display area Pt20 on the left side of the operator screen Sc20. At this point, the question message input by the client is displayed on both the client screen Sc10 and the operator screen Sc20.

[0049] The operator prepares a response message to the question message from the client based on the basic information Dt20 and application information Dt21 displayed on the operator screen Sc20, enters the response message on the operator screen Sc20, and performs a send operation. Then, in step SP11, the information processing device 30 displays the entered response message on the operator screen Sc20 and also pushes it to the client screen processing unit 101A via the chat engine 101B of the chat server 101.

[0050] In the following step SP12, the client screen processing unit 101A of the chat server 101 pushes the received response message to the client's information processing device 20 via the chat engine 101B. The information processing device 20 displays the response message received from the operator's information processing device 30 via the chat server 101 on the client screen Sc10. At this point, the response message input by the operator is displayed on both the client screen Sc10 and the operator screen Sc20. Thereafter, if necessary, the exchange of messages by chat between the client and the operator continues. The operations when a chat is conducted between the client's information processing device 20 and the operator's information processing device 30 are as described above.

[0051] [3. Summary and Effects] As described above, in this embodiment, the chat system 1 is provided with a chat server 101 that distributes chat screens (client screen Sc10 and operator screen Sc20) to the information processing device 20 and the information processing device 30, respectively, on which text information (message) input into the information processing device 20 as the first information processing device of the inquiry source (client) and text information (message) input into the information processing device 30 as the second information processing device of the inquiry destination (operator), an image forming device 50 as a code output unit that outputs basic information Dt20 and connection destination information Dt30 to the chat server 101 as QR codes, which are necessary when the client makes an inquiry to an operator using chat, and an external data acquisition unit 103B as an information acquisition unit that acquires application information Dt21 associated with the basic information Dt20.

[0052] The chat server 101 is connected to by a client's information processing device 20 having a QR code reading function using the connection destination information Dt30 included in the QR code, and when it receives basic information Dt20 included in the QR code from the information processing device 20, the external data acquisition unit 103B acquires application information Dt21 associated with the basic information Dt20 from the information processing device 40, and displays the basic information Dt20 received from the client's information processing device 20 and the application information Dt21 acquired by the external data acquisition unit 103B on a chat screen (operator screen Sc20) delivered to the operator's information processing device 30.

[0053] In this way, the basic information Dt20 and the application information Dt21 associated with the basic information Dt20 are displayed on the operator screen Sc20 delivered from the chat server 101 to the information processing device 30 of the operator. This allows the operator to chat with the client on the operator screen Sc20 and quickly reply to chat inquiries from the client by using the basic information Dt20 and application information Dt21 displayed on the operator screen Sc20. In other words, the operator can both exchange chat messages and refer to the basic information Dt20 and application information Dt21 on the operator screen Sc20.

[0054] Thus, the chat system 1 of this embodiment can make inquiry handling operations more efficient.

[0055] In addition, in the chat system 1, when a QR code is read by the client's information processing device 20, the information processing device 20 automatically accesses the chat server 101 using the connection destination information Dt30 contained in the QR code, and at this time, the basic information Dt20 contained in the QR code is sent from the information processing device 20 to the chat server 101, and the chat server 101 displays the received basic information Dt20 and application information Dt21 associated with the basic information Dt20 on the operator screen Sc20.

[0056] This allows the client to start chatting with the operator simply by reading the QR code with the information processing device 20. Furthermore, the operator can check the basic information Dt20 and the application information Dt21 at the time of starting a chat with the client, and can therefore quickly send a response message to the question message from the client.

[0057] Furthermore, in the chat system 1, the image forming device 50 prints an inquiry label Lb with a QR code including the basic information Dt20 and the connection destination information Dt30, and hands it over to the client. This allows the client to make an inquiry to an operator by simply having the information processing device 20 read the QR code attached to the inquiry label Lb.

[0058] 4. Other Embodiments [4-1. Other embodiment 1] In the above-described embodiment, the present invention is applied to a chat system 1 in which an operator responds to inquiries from clients using chat, but the present invention is not limited to this and may also be applied to a chat system (so-called chatbot) that automatically responds to inquiries from clients using chat.

[0059] In this case, for example, an automatic response function is added to the chat engine 101B of the chat server 101, and an inquiry response history that associates the contents of past inquiries, the contents of responses to the inquiries, and the type of application information Dt21 used in the responses to the inquiries (for example, "warranty period") is stored in the information processing device 40. The chat engine 101B analyzes the question message received from the client's information processing device 20 to identify the content of the inquiry (for example, "How many years is the warranty period?"), and acquires the type of application information Dt21 (for example, "warranty period") for automatically responding to the inquiry from the information processing device 40 via the external data acquisition unit 103B. The chat engine 101B then extracts information (e.g., "2 years") corresponding to the type of the acquired application information Dt21 (e.g., "warranty period") from the application information Dt21 associated with the basic information Dt20 received from the client's information processing device 20, automatically generates a response message (e.g., "The warranty period is 2 years") based on the type of the acquired application information Dt21 and the extracted information, and transmits it to the client's information processing device 20.

[0060] In this way, the chat server 101 may automatically generate a response message in response to an inquiry from a client using the inquiry response history and the application information Dt21 associated with the basic information Dt20, and send the response message to the client's information processing device 20.

[0061] For example, if a client sends an inquiry that exists in the inquiry response history, the chatbot may automatically respond, and if a client sends an inquiry that does not exist in the inquiry response history, an operator may respond to the client's inquiry.

[0062] [4-2. Other embodiment 2] In the above-described embodiment, the basic information Dt20 and the application information Dt21 are displayed in the information display section Pt21 of the operator screen Sc20. When any information from the displayed basic information Dt20 or application information Dt21 is selected by, for example, clicking a mouse, the selected information may be copied and automatically pasted (input) into the message input field Ar21 of the chat display section Pt20. This can shorten the time required for the operator to input a response message, thereby improving the efficiency of the inquiry response process.

[0063] [4-3. Other embodiment 3] Furthermore, in the above-described embodiment, the image forming device 50 serving as the code output unit prints an inquiry label Lb with a QR code and hands it over to the client. However, this is not limiting, and for example, the management unit 102A of the print application 102 may generate image data of the QR code and transmit the image data via the communication unit 14 to a product purchased by the client and connected to the Internet 4. In this case, the product purchased by the client may be provided with a display unit, and the client may read the QR code displayed on the display unit of the product using the information processing device 20. Furthermore, this is not limiting, and the QR code may be printed on another printed material or displayed on another device. In other words, the QR code may be output (printed or displayed) so as to be readable by the information processing device 20.

[0064] [4-4. Other embodiment 4] Furthermore, in the above-described embodiment, the information processing device 10 having the function of a chat server and the information processing device 40 for storing external data are provided separately, but this is not limiting, and for example, the information processing device 10 may have the function of the information processing device 40. In this case, for example, the data stored in the information processing device 40 (basic information Dt20 and application information Dt21 shown in FIG. 6) may be stored in the data storage unit 103A of the information processing device 10.

[0065] [4-5. Other embodiment 5] Furthermore, in the above-described embodiment, the basic information Dt20 is a fixed product ID (serial number), which is information unique to the product, and the application information Dt21 includes product information (such as the purchaser's name and warranty period), inquiry history, call reason, traceability data, and the like. Without being limited to this, for example, product information (such as the purchaser's name and warranty period) from the application information Dt21 may be included in the basic information Dt20. Note that the basic information Dt20 must be converted into a QR code along with the connection destination information Dt30 for the chat server 101, so there is a data size limit. Therefore, it is sufficient for the basic information Dt20 to include at least information that can identify the inquiry target (specifically, the product). Meanwhile, it is sufficient for the application information Dt21 to include various information necessary for responding to inquiries from clients.

[0066] [4-6. Other Embodiment 6] Furthermore, in the above-described embodiment, the chat server 101, the print application 102, and the common component 103 are provided in the information processing device 10, but this is not limiting, and these may be provided in separate information processing devices, and the respective information processing devices may communicate with each other to function in the same manner as the information processing device 10. Also, for example, one of the chat server 101, the print application 102, and the common component 103 may be provided in the information processing device 10, and the remaining one may be provided in another information processing device.

[0067] [4-7. Other Embodiments 7] Furthermore, the present invention is not limited to the above-described embodiments, and the scope of application of the present invention extends to embodiments in which some or all of the above-described embodiments are combined in any manner, or embodiments in which only some of the embodiments are extracted. [Industrial Applicability]

[0068] The present invention can be widely used in chat systems. [Explanation of symbols]

[0069] 1...chat system, 2...LAN, 4...Internet, 10, 20, 30, 40...information processing device, 50...image forming device, 101...chat server, 101A...client screen processing unit, 101B...chat engine, 101C...operator screen processing unit, 102...print application, 102A...management unit, 102B...print control unit, 103...common component, 103A...data storage unit, 103B...external data acquisition unit, Lb...inquiry label, Sc10...client screen, Pt20...chat display unit, Pt21...information display unit, Dt20...basic information, Dt21...application information, Sc20...operator screen, Sc30...label printing screen,

Claims

1. A chat server that distributes a chat screen to each of the first information processing device and the second information processing device, the chat screen displaying an inquiry message about a product input into a first information processing device of the inquiry source, who is a user of the product, and a response message to the inquiry message input into a second information processing device of the inquiry destination, who is the inquiry window for the product; a code output unit that outputs, as a two-dimensional code, basic information for identifying the product that is necessary when the inquirer makes an inquiry about the product to the inquirer using chat and connection information for the chat server; an information acquisition unit that acquires application information, which is information about the product that is associated with the basic information and is necessary when responding to an inquiry about the product; Equipped with The basic information includes a product ID of the product, The application information includes the name of the purchaser of the product, or the warranty period of the product, or the history of past inquiries about the product, or the reason for the call for the product, or the traceability data of the product; The chat server When the first information processing device having a function of reading the two-dimensional code is connected using the connection destination information included in the two-dimensional code and receives the basic information included in the two-dimensional code from the first information processing device, the information acquisition unit acquires the application information associated with the basic information, and the basic information received from the first information processing device and the application information acquired by the information acquisition unit are displayed on the chat screen to be distributed to the second information processing device. A chat system characterized by:

2. The chat screen delivered to the second information processing device is The system comprises a chat display section for displaying the inquiry message and displaying and inputting the response message, and an information display section for displaying the basic information and the application information.

2. The chat system according to claim 1.

3. The chat screen delivered to the second information processing device is When any information is selected from the basic information and the application information displayed in the information display section, the selected information is input into a message input field provided in the chat display section.

3. The chat system according to claim 2.

4. The chat server The basic information included in the two-dimensional code is received as chat data from the first information processing device.

4. The chat system according to claim 1, wherein the first and second communication devices are connected to each other.

5. The code output unit a printer that prints the two-dimensional code including the basic information and the connection destination information for the chat server on a medium; 5. A chat system according to claim 1, wherein:

6. The chat server When receiving the inquiry message from the first information processing device, information to be used in responding to the inquiry message is extracted from the application information associated with the basic information based on a history of responses to past inquiries, the response message is generated based on the extracted information, and the response message is transmitted to the first information processing device.

6. A chat system according to claim 1, wherein:

7. A chat server that distributes a chat screen to a first information processing device of an inquirer who is a user of the product and a chat screen that displays an inquiry message about the product that is input into the first information processing device of the inquirer, and a response message to the inquiry message that is input into the second information processing device of the inquirer who is the inquiry window for the product, respectively to the first information processing device and the second information processing device, is connected by the first information processing device having a two-dimensional code reading function using the connection destination information obtained from the two-dimensional code, which includes basic information for identifying the product that is necessary when the inquirer makes an inquiry about the product to the inquirer using chat, and connection destination information to the chat server, and receives the basic information included in the two-dimensional code from the first information processing device, the chat server acquires, by an information acquisition unit, application information related to the received basic information, which is information about the product that is necessary when responding to an inquiry about the product; The basic information includes a product ID of the product, The application information includes the name of the purchaser of the product, or the warranty period of the product, or the history of past inquiries about the product, or the reason for the call for the product, or the traceability data of the product; The chat server displays the basic information received from the first information processing apparatus and the application information acquired by the information acquisition unit on the chat screen delivered to the second information processing apparatus. A chat processing method comprising:

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