Chat systems and programs

Abstract

To provide a chat system and a program which change the response according to the operating status of a user and send all chat replies to the user without omission. [Solution] A chat system for chatting between operators and users, comprising a URL generation unit that generates a chat screen URL for each user's mobile phone number, an online user storage unit that stores the mobile phone number of the user displaying the chat screen, an online user determination unit that determines whether the user is displaying the chat screen, a user response screen for sending text for each user's mobile phone number, a sending operation display unit that displays an operation unit on the user response screen, and a conditional sending response unit that changes the sending method depending on the target user when the operator performs a sending operation, and the conditional sending response unit sends via chat if the target user is online, and otherwise sends via a message addressed to the mobile phone number.

Description

[Technical Field]

[0001] The present invention relates to a technology for sending a URL for accessing a chat in a message and changing the means of sending the text depending on the user's operating status. [Background technology]

[0002] In recent years, an increasing number of companies are using chat for customer support. Customer support is often short-staffed, and companies cannot spend long periods of time on a single case, so they choose to respond to customer inquiries via chat. By utilizing chat, they can provide support to a large number of customers efficiently.

[0003] With this type of chat support, if the user closes the chat screen or puts it in the background for a certain period of time, the operator's chat replies may not reach the user.

[0004] The following technologies are known for systems that generate chat URLs and send messages that include the URLs. Patent Document 1 discloses a system that sends an invitation URL to join a chat to each user's mobile communication device via SMS email. Patent Document 2 discloses a system that sets an arbitrary connection URL and sends a message that includes the connection URL to the chat to the destination address of a destination user identified by an identification URL. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] JP 2020-071644 A [Patent Document 2] JP 2018-206265 A Summary of the Invention [Problem to be solved by the invention]

[0006] However, these do not include how to handle users who go offline after the chat has started, and they do not describe how to establish a chat URL after the chat system has started.

[0007] An object of the present invention is to change the response depending on the user's operating status and to send all chat replies to the user without missing any. [Means for solving the problem]

[0008] The chat system of the present invention comprises: A chat system for chatting between an operator and a user, a URL generating unit that generates a URL for each user's mobile phone number to access a screen for the user to chat; an online user holding unit that holds the mobile phone number of a user who is displaying a screen for chatting; an online user determination unit that refers to the online user storage unit and determines whether or not a user is displaying a screen for chatting for each mobile phone number of the user, i.e., whether or not the user is online; A user-facing screen for an operator to send text messages to a user for each user's mobile phone number surface and, a transmission operation display unit that displays an operation unit for performing an operation of transmitting text to a user on the user-facing screen; a conditional transmission response section that changes the transmission method depending on whether the user to whom the transmission operation is to be performed is a user held as online in the online user holding section when the operator performs a transmission operation from the operation section displayed by the transmission operation display section; and, a transmission cost display section for displaying an explanation of the transmission cost on the user screen; Equipped with The conditional transmission response unit performs transmission by chat when the user who is the target of the transmission operation is a user who is determined to be online by the online user determination unit, and performs transmission by message to a mobile phone number when the user is not a user who is determined to be online by the online user determination unit. and, The transmission cost display unit displays that transmission costs will be incurred if the target user on the user correspondence screen is not a user determined to be online by the online user determination unit. It is characterized by:

[0009] According to this feature, if the destination user is online, the text can be sent by chat, and if the destination user is offline, the text can be sent by message.

[0010] This allows all chat replies to be sent to users without missing a thing. Also, by sending messages via chat to people who have the chat screen open, the number of messages sent can be reduced, which helps keep costs down.

[0011] The chat system of the present invention comprises: a transmission cost display unit that displays an explanation about the transmission cost on the user screen; The transmission cost display unit displays that transmission costs will be incurred if the target user on the user correspondence screen is not a user determined to be online by the online user determination unit. It is characterized by:

[0012] This feature indicates that sending a message will incur a cost, and can prevent the operator from incurring excessive sending costs without realizing it.

[0013] The chat system of the present invention comprises: Instead of the conditional transmission corresponding unit, a message transmission selection operation display unit that displays an operation unit for prompting the operator to select whether or not to transmit a message to a mobile phone number when the operator performs a text transmission operation from the transmission operation display unit and the target user of the transmission operation is not a user determined to be online by the online user determination unit; and The operator selects a message to be sent to a mobile phone number from the message sending selection operation display unit. A conditional message sending section that sends a text message to a mobile phone number if you choose to send it. The present invention is characterized by comprising:

[0014] According to this feature, the operator can select whether or not to send text as a message, and the operator can grasp the sending method and prevent sending too many messages.

[0015] The chat system of the present invention comprises: an automatic telephone answering unit that automatically answers telephone calls; a specific message sending unit that sends the URL generated by the URL generating unit to the caller as a message addressed to the mobile phone number when a specific voice or a specific ?TMF signal is received from the caller at a specific timing; The present invention is characterized by comprising:

[0016] According to this feature, the automatic telephone response can send a chat URL in a message in certain cases, allowing users to be guided to the chat according to their needs.

[0017] The chat program of the present invention A chat program for chatting between an operator and a user, a URL generation process for generating a URL for each user's mobile phone number to access a screen for the user to chat; An online user retention process that retains the mobile phone number of a user who is displaying a screen for chatting; an online user determination process for determining whether or not a user is displaying a screen for chatting, i.e., whether or not the user is online, for each mobile phone number of the user, by referring to the online user retention process; a user-facing screen for an operator to send text messages to the user for each user's mobile phone number; a sending operation display process for displaying an operation section for performing an operation of sending text to a user on the user-facing screen; a conditional transmission response process that changes the transmission method depending on whether the user who is the target of the transmission operation is a user who is maintained as online by the online user maintenance process when the operator performs a transmission operation from the operation unit displayed by the transmission operation display process; a transmission cost display process for displaying an explanation about the transmission cost on the user-facing screen; The conditional transmission response process performs transmission by chat if the user who is the target of the transmission operation is a user who is determined to be online by the online user determination process, and performs transmission by message to a mobile phone number if the user is not a user who is determined to be online by the online user determination process. The transmission cost display process is characterized in that, if the target user on the user correspondence screen is not a user determined to be online by the online user determination process, it displays that transmission will incur a cost.

[0018] This feature allows the computer to operate as a chat program. [Effects of the Invention]

[0019] A chat system that transmits a URL for accessing a chat in a message and enables a means of transmitting text to be changed depending on the user's operating status, and a chat program that makes a computer function as a chat system are provided. [Brief explanation of the drawings]

[0020] [Figure 1] FIG. 1 is a diagram showing the configuration of a chat system 1 in the first embodiment. [Figure 2] FIG. 2 is a diagram showing the configuration of the chat system 1 in the first embodiment. [Figure 3] FIG. 3 is a diagram showing information held by the online user holding unit 12. As shown in FIG. [Figure 4] FIG. 4 is a diagram showing an example of an operation section shown by the transmission operation display section 14. As shown in FIG. [Figure 5] FIG. 5 is a flowchart showing the flow of the response in the conditional transmission response unit 15. [Figure 6] FIG. 6 is a diagram showing an example of a screen displayed by the transmission cost display unit 16. As shown in FIG. [Figure 7] FIG. 7 is a flowchart showing the flow up to sending a message in the conditional message sending unit 18. [Figure 8] FIG. 8 is a diagram showing the configuration of the chat system 1 in the second embodiment. [Figure 9] FIG. 9 is a diagram showing the configuration of the chat system 1 in the second embodiment. [Figure 10]FIG. 10 is a flowchart showing the flow up to sending a message in specific message sending unit 112. DETAILED DESCRIPTION OF THE INVENTION

[0021] Hereinafter, examples of the first embodiment of the present invention will be described. (Example: First embodiment)

[0022] 1 and 2 are diagrams showing the configuration of a chat system 1 in the first embodiment.

[0023] The chat system 1 is connected to an operator terminal 2 and a user terminal 3 via a communication network.

[0024] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0025] The chat system 1 includes a URL generation unit 11, an online user storage unit 12, an online user determination unit 13, a sending operation display unit 14, a conditional sending response unit 15, a sending cost display unit 16, a message sending selection operation display unit 17, and a conditional message sending unit 18.

[0026] The devices that perform processing corresponding to each component of the chat system 1 (URL generation unit 11, online user retention unit 12, online user determination unit 13, sending operation display unit 14, conditional sending response unit 15, sending cost display unit 16, message sending selection operation display unit 17, and conditional message sending unit 18) may be located in physically separate locations.

[0027] In addition, some of the components may be omitted. For example, there may be a screen for dealing with users who do not have a mobile phone number, in which case the conditional transmission handling unit 15 may be omitted.

[0028] The URL generating unit 11 generates a URL for each user's mobile phone number to access a screen for the user to chat.

[0029] The online user holding unit 12 holds the mobile phone numbers of users who are currently displaying a screen for chatting, that is, who are currently online.

[0030] The online user determination unit 13 refers to the online user holding unit 12 and determines, for each user's mobile phone number, whether the user is displaying a screen for chatting, that is, whether the user is online.

[0031] The sending operation display unit 14 displays an operation unit on the user screen 4 for performing an operation to send text to the user.

[0032] When an operator performs a transmission operation from an operation unit displayed by the transmission operation display unit 14, a conditional transmission response unit 15 changes the transmission method depending on whether the user targeted for the transmission operation is a user held as online by the online user holding unit 12.

[0033] The conditional transmission response unit 15 sends a message by chat if the user who is the target of the sending operation is determined to be online by the online user determination unit 13, and sends a message to a mobile phone number if the user is not determined to be online by the online user determination unit 13.

[0034] The transmission cost display unit 16 displays an explanation about the transmission cost on the user screen 4 when the target user on the user screen 4 is not a user determined to be online by the online user determination unit 13.

[0035] The message sending selection operation display unit 17 displays an operation unit that allows the operator to select whether or not to send a message to a mobile phone number when the operator performs a text sending operation from the operation unit displayed by the sending operation display unit 14.

[0036] The conditional message sending unit 18 sends text as a message to a mobile phone number when the operator selects sending as a message to a mobile phone number from the operation unit displayed by the message sending selection operation display unit 17. (First embodiment: Chat transmission according to user's online status)

[0037] An example of chat transmission processing according to the online status of the user by the chat system 1 will be described below.

[0038] The URL generating unit 11 generates a URL "https: / / chat / 08012345678" for the user's mobile phone number "08012345678" for the user to access a screen for chatting.

[0039] FIG. 3 is a diagram showing information held by the online user holding unit 12. As shown in FIG.

[0040] The online user holding unit 12 holds the mobile phone number "08012345678" of the user who is displaying the screen for chatting.

[0041] The online user determination unit 13 refers to the online user storage unit 12 to determine whether the user with the mobile phone number "08012345678" is displaying a screen for chatting, i.e., whether the user is online, and determines that the user is "online."

[0042] FIG. 4 is a diagram showing an example of an operation section shown by the transmission operation display section 14. As shown in FIG.

[0043] The sending operation display unit 14 displays an operation unit on the user screen 4 for performing an operation to send text to the user.

[0044] FIG. 5 is a flowchart showing the flow of the response in the conditional transmission response unit 15.

[0045] When an operator performs a sending operation from the operation unit displayed by the sending operation display unit 14, the conditional sending response unit 15 changes the sending method depending on whether the user who is the target of the sending operation is a user who is stored as "online" in the online user storage unit 12.For the user with mobile phone number "08012345678", the conditional sending response unit 15 refers to the online user storage unit 12 and, if the user is stored as "online", sends the message "Here is the URL to make a reservation online: https: / / ○○" via chat, and if not, sends a message to the mobile phone number "08012345678".

[0046] This embodiment may be modified so that the user screen 4 displays whether the user is online or not.

[0047] Furthermore, this embodiment may be modified so that an identifier is generated for each user's mobile phone number, and is stored in a user chat identifier storage unit (not shown), and the URL generation unit 11 generates a URL including the identifier.

[0048] Furthermore, this embodiment may be modified so that when a user accesses a chat URL, the user's phone number is searched for in the user chat identifier storage unit (not shown), and the status of the user with that phone number stored in the online user storage unit 12 is set to online. (First embodiment: Message sending selection by operator)

[0049] An example of the process of message transmission selection by an operator in the chat system 1 will be described below.

[0050] FIG. 6 is a diagram showing an example of a screen displayed by the transmission cost display unit 16. As shown in FIG.

[0051] When the target user "08012345678" on the user response screen 4 is not a user determined to be online by the online user determination unit 13, the sending cost display unit 16 displays "Sending cost: 10 points per message" on the user response screen 4 regarding the sending cost.

[0052] The message sending selection operation display unit 17 displays an operation unit that allows the operator to select whether or not to send a message addressed to the mobile phone number "08012345678" when the operator performs a text sending operation from the operation unit displayed by the sending operation display unit 14.

[0053] FIG. 7 is a flowchart showing the flow up to sending a message in the conditional message sending unit 18.

[0054] If the operator selects to send a message to the mobile phone number "08012345678" from the operation unit displayed by the message sending selection operation display unit 17, the conditional message sending unit 18 sends a message to the mobile phone number "08012345678" with the text "Here is the URL for making a reservation online: https: / / ○○".

[0055] Furthermore, this embodiment may be modified to include a system for managing the points held by the operator for sending messages, and when sending a message, the system may check whether the operator has enough points, and if there are not enough points, the message may not be sent.

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

[0057] 8 and 9 are diagrams showing the configuration of the chat system 1 in the second embodiment.

[0058] The chat system 1 includes a URL generation unit 11, an online user retention unit 12, an online user determination unit 13, a sending operation display unit 14, a conditional sending response unit 15, a sending cost display unit 16, a message sending selection operation display unit 17, a conditional message sending unit 18, an automatic telephone response unit 111, and a specific message sending unit 112.

[0059] The devices that perform processing corresponding to each component of the chat system 1 (URL generation unit 11, online user retention unit 12, online user determination unit 13, sending operation display unit 14, conditional sending response unit 15, sending cost display unit 16, message sending selection operation display unit 17, conditional message sending unit 18, telephone automatic response unit 111, specific message sending unit 112) may be located in physically separate locations.

[0060] The automatic telephone answering unit 111 automatically answers telephone calls.

[0061] When a specific voice or a specific DTMF signal is received from a caller at a specific timing, the specific message sending unit 112 sends the URL generated by the URL generating unit 11 to the caller as a message addressed to the mobile phone number. (Second embodiment: sending messages by automatic response)

[0062] An example of a process for sending a message by automatic response in the chat system 1 will be described below.

[0063] The automatic telephone answering unit 111 answers a call from the mobile phone number "08012345678" with an automated voice message saying "If you would like support via chat, please press 1."

[0064] FIG. 10 is a flowchart showing the flow up to sending a message in specific message sending unit 112.

[0065] When the specific message sending unit 112 receives a specific voice "Yes" or a specific DTMF signal "1" from the caller at a specific timing (while the automated voice "If you would like support via chat, please press 1"), it sends the URL "https: / / chat / 08012345678" generated by the URL generating unit 11 to the caller as a message addressed to the mobile phone number "08012345678". [Industrial Applicability]

[0066] This is a chat system and program that sends a URL to access the chat via message and allows users to change the means of sending text depending on their operating status. It can be used by companies that provide customer support. [Explanation of symbols]

[0067] 1. Chat System 11 URL generation section 12 Online User Retention Section 13 Online User Judgment Unit 14 Transmission operation display section 15 Conditional Sending Response 16 Transmission cost display section 17 Message sending selection operation display section 18 Conditional Message Sending 111 Telephone Auto Answering Unit 112 Specific message sending unit 2 Operator terminals 3. User terminal 4 User-friendly screen

Claims

1. A chat system for chatting between an operator and a user, a URL generating unit that generates a URL for each user's mobile phone number to access a screen for the user to chat; an online user holding unit that holds the mobile phone number of a user who is displaying a screen for chatting; an online user determination unit that refers to the online user storage unit and determines whether or not a user is displaying a screen for chatting for each mobile phone number of the user, i.e., whether or not the user is online; a user-facing screen for an operator to send text messages to the user for each user's mobile phone number; a transmission operation display unit that displays an operation unit for performing an operation of transmitting text to a user on the user-facing screen; a conditional transmission response unit that changes a transmission method depending on whether a target user of the transmission operation is a user held as online in the online user holding unit when an operator performs a transmission operation from an operation unit displayed by the transmission operation display unit; a transmission cost display unit that displays an explanation about the transmission cost on the user screen; the conditional transmission response unit performs transmission by chat if the user who is the target of the transmission operation is a user who is determined to be online by the online user determination unit, and performs transmission by message addressed to a mobile phone number if the user is not a user who is determined to be online by the online user determination unit; The chat system is characterized in that the transmission cost display unit displays that transmission will incur a cost if the target user on the user response screen is not a user determined to be online by the online user determination unit.

2. A chat program for chatting between an operator and a user, a URL generation process for generating a URL for each user's mobile phone number to access a screen for chatting; An online user retention process that retains the mobile phone number of a user who is displaying a screen for chatting; an online user determination process for determining whether or not a user is displaying a screen for chatting, i.e., whether or not the user is online, for each mobile phone number of the user, by referring to the online user retention process; a user-facing screen for an operator to send text messages to the user for each user's mobile phone number; a sending operation display process for displaying an operation section for performing an operation of sending text to a user on the user-facing screen; a conditional transmission response process that changes the transmission method depending on whether the user who is the target of the transmission operation is a user who is maintained as online by the online user maintenance process when the operator performs a transmission operation from the operation unit displayed by the transmission operation display process; a transmission cost display process for displaying an explanation about the transmission cost on the user-facing screen; The conditional transmission response process performs transmission by chat if the user who is the target of the transmission operation is a user who is determined to be online by the online user determination process, and performs transmission by message to a mobile phone number if the user is not a user who is determined to be online by the online user determination process. The chat program is characterized in that the transmission cost display process displays that transmission will incur a cost if the target user on the user response screen is not a user determined to be online by the online user determination process.

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