Information processing device, information processing system, and program

Abstract

To provide information corresponding to a reception person as information for supporting the reception person who visits.SOLUTION: A management server 10 as an information processing device includes a control section 11. In the control section 11, a location information acquisition section 101 acquires location information indicating a location of a customer, a reception information acquisition section 103 acquires reception information on customer response record, a confidentiality degree setting section 104 sets a degree of confidentiality for each reception information according to an attribute of the reception information, and a support information generation section 107 generates support information for supporting a reception person who visits the location of the customer to deal with the customer on the basis of the location information and the reception information, the degree of confidentiality, and map data.SELECTED DRAWING: Figure 3

Description

Technical Field

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[0001] The present invention relates to an information processing apparatus, an information processing system, and a program.

Background Art

[0002] There is known a technique for supporting customer service operations by providing information to a customer service representative who responds to customers (for example, Patent Document 1).

Prior Art Document

Patent Document

[0007] According to claim 1 of the present invention, an information processing device can be provided that can provide information tailored to the person receiving assistance during a visit. According to the present invention of claim 2, information can be provided that supports the person providing assistance during a visit, as information that corresponds to the attributes of that person. According to the present invention of claim 3, information can be provided to support the person receiving the visit, including information that is appropriate to the organization and position of the person receiving the visit. According to the present invention of claim 4, information can be provided to support the person receiving the visit, including information tailored to the organization and position of the person receiving the visit. According to the present invention of claim 5, information can be provided to support the person making the visit, including information that corresponds to the size of the organization and the rank of the person making the visit. According to claim 6 of the present invention, an information processing device can be provided that can provide information tailored to the person receiving assistance during a visit. According to the present invention of claim 7, information tailored to the person providing assistance during a visit can be provided in association with map data. According to the present invention of claim 8, information tailored to the person providing assistance during a visit can be provided in association with map data. According to the present invention of claim 9, information that supports the person receiving a visit can be provided in association with map data, corresponding to the degree of confidentiality and the attributes of the person receiving the visit. According to the present invention of claim 10, an information processing system can be provided that can provide information tailored to the person providing assistance during a visit. According to claim 11 of the present invention, a program can be provided that can provide information tailored to the person providing assistance during a visit. [Brief explanation of the drawing]

[0008] [Figure 1] This figure shows an example of the overall configuration of an information processing system to which this embodiment is applied. [Figure 2] This figure shows the hardware configuration of the management server as an information processing device to which this embodiment is applied. [Figure 3] This diagram shows the functional configuration of the control unit of the management server. [Figure 4] This diagram shows the functional configuration of the control unit of the responder's terminal. [Figure 5] This diagram shows the functional configuration of the control unit of the customer management terminal. [Figure 6] This is a flowchart showing the processing flow of the management server. [Figure 7] This flowchart shows the processing flow on the operator's terminal when registering customer service information. [Figure 8] This flowchart shows the processing flow on the terminal of the person receiving the customer service information. [Figure 9] It is a flowchart showing the processing flow of the operator management terminal. [Figure 10] It is a diagram showing a specific example of information stored in the customer DB in the storage unit of the management server. [Figure 11] It is a diagram showing a specific example of information stored in the operator DB in the storage unit of the management server. [Figure 12] It is a diagram showing a specific example of the user interface displayed on the operator terminal operated by the operator who receives the provision of support information. [Figure 13] It is a diagram showing a specific example of the user interface displayed on the operator terminal operated by the operator who receives the provision of support information.

Embodiments for Carrying Out the Invention

[0009] Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. (Configuration of Information Processing System) FIG. 1 is a diagram showing an example of the overall configuration of an information processing system 1 to which the present embodiment is applied. The information processing system 1 is configured by connecting a management server 10, operator terminals 30-1 to 30-n (n is an integer value of 2 or more), and an operator management terminal 40 via a network 90. The network 90 is, for example, a LAN (Local Area Network), the Internet, or the like. When it is not necessary to individually describe each of the operator terminals 30-1 to 30-n, these are collectively referred to as the operator terminal 30.

[0010] The management server 10 is an information processing device as a server that manages the entire information processing system 1. For example, the management server 10 acquires information indicating the location of a customer (hereinafter referred to as "location information") and information regarding the performance of responding to the customer (hereinafter referred to as "response information"). In addition, the management server 10 sets a value indicating the degree of confidentiality of the information (hereinafter referred to as "confidentiality level") for each response information according to the attribute of the acquired response information.

[0011] The management server 10 generates information to support the person visiting the customer's location to provide assistance (hereinafter referred to as "support information") based on location information, response information, the level of confidentiality set for each response, and map data, and transmits it to the person terminal 30. The management server 10 can also acquire information about the attributes of the person providing assistance (hereinafter referred to as "person attribute information") and generate support information based on location information, response information, the level of confidentiality set for each response, map data, and person attribute information. "Person providing assistance" includes, for example, sales representatives, operations personnel, delivery personnel, etc. Details of these processes by the management server 10 will be described later.

[0012] The responder terminal 30 is an information processing device such as a personal computer, smartphone, or tablet terminal operated by the responder. For example, the responder terminal 30 displays a predetermined user interface on its display unit (see explanation in Figure 2). Also, for example, the responder terminal 30 acquires information transmitted and received from the management server 10 or an external source, and displays at least a portion of that information on the user interface. Here, "external" refers to, for example, an external server connected to the network 90 in Figure 1, but not belonging to the information processing system 1. Examples of information displayed on the user interface include map data showing the customer's location and support information.

[0013] Furthermore, for example, the responder terminal 30 receives input information entered into the user interface and transmits it to the management server 10. Examples of input information transmitted from the responder terminal 30 to the management server 10 include location information, response information, and information for specifying a customer (hereinafter referred to as "visit destination specification information") entered in order to display the customer's location and support information on the map data. Also, for example, the responder terminal 30 acquires support information transmitted from the management server 10 and displays it on the map data. Details of these processes performed by the responder terminal 30 will be described later.

[0014] The responder management terminal 40 is an information processing device such as a personal computer, smartphone, or tablet operated by an administrator who manages the responders. For example, the responder management terminal 40 manages responder attribute information for each responder and sends some (for example, only the updated parts) or all of the responder attribute information to the management server 10 at predetermined times. This ensures that the responder attribute information stored in the management server 10 is always up-to-date. In Figure 1, only one responder management terminal 40 is shown, but there may be multiple terminals. For example, if the information processing system 1 is shared by a group of companies, a responder management terminal 40 is provided for each company, and the responder attribute information of each responder belonging to each company is managed.

[0015] The above-described processing of each of the management server 10, responder terminal 30, and responder management terminal 40 that constitute the information processing system 1 is merely an example, and it is sufficient that the information processing system 1 as a whole has the functionality to realize the above-described processing. For this reason, some or all of the functions that realize the above-described processing may be shared or cooperated within the information processing system 1. That is, some or all of the functions of the management server 10 may be functions of the responder terminal 30 or responder management terminal 40, or some or all of the functions of the responder terminal 30 or responder management terminal 40 may be functions of the management server 10. Furthermore, some or all of the functions of each of the management server 10, responder terminal 30, and responder management terminal 40 that constitute the information processing system 1 may be transferred to other servers, etc., not shown in the diagram. This will facilitate processing for the information processing system 1 as a whole, and it will also be possible for the processing to complement each other.

[0016] (Management server hardware configuration) Figure 2 shows the hardware configuration of the management server 10, which is an information processing device to which this embodiment is applied. The management server 10 includes a control unit 11, a memory 12, a storage unit 13, a communication unit 14, an operation unit 15, and a display unit 16. These units are connected by a data bus, an address bus, a PCI (Peripheral Component Interconnect) bus, etc.

[0017] The control unit 11 is a processor that controls the functions of the management server 10 through the execution of various software such as the OS (operating system) and application software. The control unit 11 is composed of, for example, a CPU (Central Processing Unit). The memory 12 is a storage area that stores various software and data used for its execution, and is used as a work area during calculations. The memory 12 is composed of, for example, RAM (Random Access Memory).

[0018] The storage unit 13 is a storage area that stores input data for various software and output data from various software. The storage unit 13 is composed of, for example, an HDD (Hard Disk Drive), an SSD (Solid State Drive), or semiconductor memory used to store programs and various setting data. The storage unit 13 stores various information as databases, such as a location DB 131 that stores location information for each customer, a map DB 132 that stores map data, a customer DB 133 that stores location information and response information for each customer, and a responder DB 134 that stores responder attribute information for each responder.

[0019] The communication unit 14 transmits and receives data between the responder terminal 30 and the outside world via the network 90. ​​The operation unit 15 consists of, for example, a keyboard, mouse, mechanical buttons, and switches, and accepts input operations. The operation unit 15 also includes a touch sensor that forms a touch panel integrally with the display unit 16. The display unit 16 consists of, for example, a liquid crystal display or an organic EL (=Electro Luminescence) display used for displaying information, and displays image and text data.

[0020] (Hardware configuration of the responder terminal and the responder management terminal) The hardware configurations of the responder terminal 30 and the responder management terminal 40 are the same as those of the management server 10 shown in Figure 2. That is, the responder terminal 30 and the responder management terminal 40 are equipped with a control unit, memory, storage unit, communication unit, operation unit, and display unit, respectively, which have the same functions as the control unit 11, memory 12, storage unit 13, communication unit 14, operation unit 15, and display unit 16 shown in Figure 2, and are not shown or described.

[0021] (Functional configuration of the control unit of the management server) Figure 3 shows the functional configuration of the control unit 11 of the management server 10. The control unit 11 of the management server 10 functions as follows: location information acquisition unit 101, map data acquisition unit 102, response information acquisition unit 103, confidentiality setting unit 104, responder attribute information acquisition unit 105, designated information acquisition unit 106, support information generation unit 107, and transmission control unit 108.

[0022] The location information acquisition unit 101 acquires location information. Examples of location information include addresses, coordinates indicating latitude and longitude, facility names, building names, etc. The source of the location information is not particularly limited; for example, it may be provided by a sales representative who conducted a preliminary survey, or it may be provided by an external source. The location information acquired by the location information acquisition unit 101 is stored in a database and managed for each customer. Specifically, the location information is associated with identification information that can uniquely identify a customer (for example, a customer ID), and is stored and managed in the location DB 131.

[0023] The map data acquisition unit 102 acquires map data transmitted from an external source. The map data acquired by the map data acquisition unit 102 is stored and managed in a database. Specifically, the acquired map data is stored and managed in the map DB 132 of the storage unit 13. The map data may be independently created by the management server 10, or it may be generally available map data. The map data is kept up-to-date by being updated at predetermined intervals.

[0024] The customer service information acquisition unit 103 acquires customer service information for each customer. "Customer service information" includes, for example, points to note that were discovered when visiting the customer's location for customer service (e.g., information about parking), agreements reached with the customer during the interaction, requests from the customer, complaints, etc. Customer service information is entered by staff who have previously interacted with the customer. The customer service information acquired by the customer service information acquisition unit 103 is stored in a database and managed for each customer. Specifically, customer service information is associated with identification information that can uniquely identify the customer, and is stored and managed in the customer database 133.

[0025] The confidentiality setting unit 104 sets the confidentiality level for each piece of response information according to the attributes of the response information acquired by the response information acquisition unit 103. For example, the confidentiality setting unit 104 sets the confidentiality level depending on whether the response information is information that can be shared by a group of multiple companies, information that can be shared by each company that makes up that group, information that can be shared by each department of a company, information that can be shared by each team within a department, or information that can be shared by each job title. In this case, the confidentiality setting unit 104 can, for example, set the confidentiality level of the response information lower as the size of the organization that can share the response information increases, and set the confidentiality level of the response information higher as the rank of the job title that can share the response information increases. The confidentiality level is associated with the response information and stored and managed in the customer database 133.

[0026] The respondent attribute information acquisition unit 105 acquires the respondent attribute information of the respondent. Examples of "respondent attribute information" include information about the organization to which the respondent belongs and information about the respondent's position. The respondent attribute information is transmitted from the respondent management terminal 40. The respondent attribute information acquired by the respondent attribute information acquisition unit 105 is stored in a database and managed for each respondent. Specifically, the respondent attribute information is associated with identification information that can uniquely identify the respondent, and is stored and managed in the respondent DB 134.

[0027] The designated information acquisition unit 106 acquires the destination designation information transmitted from the responder terminal 30. The support information generation unit 107 generates support information. Specifically, the support information generation unit 107 generates support information based on location information and response information for each customer identified by the destination designation information, the confidentiality level set for each response information, and map data. It can also generate support information based on location information and response information, the confidentiality level set for each response information, map data, and responder attribute information. In this case, for example, the support information generation unit 107 generates support information based on the organization to which the responder belongs and the responder's position identified by the responder attribute information, location information, response information, confidentiality level, and map data.

[0028] The transmission control unit 108 controls the transmission of various information via the communication unit 14 (see Figure 2) to the responder terminal 30, the responder management terminal 40, or to an external source. For example, the transmission control unit 108 controls the transmission of support information generated by the support information generation unit 107 to the responder terminal 30. Also, for example, the transmission control unit 108 controls the transmission of map data acquired by the map data acquisition unit 102 and its update information to the responder terminal 30.

[0029] (Functional configuration of the control unit of the responder terminal) Figure 4 shows the functional configuration of the control unit of the responder terminal 30. The control unit of the responder terminal 30 functions as follows: information acquisition unit 301, display control unit 302, input operation reception unit 303, and transmission control unit 304.

[0030] The information acquisition unit 301 acquires various types of information. For example, the information acquisition unit 301 acquires information transmitted from the management server 10 and from external sources. Examples of information transmitted from the management server 10 and external sources include map data and support information.

[0031] The display control unit 302 controls the display of various information on the display unit. For example, the display control unit 302 controls the display of a user interface on the display unit. The user interface can be displayed by launching user-facing application software pre-installed on the responder terminal 30, or by accessing a user-facing website. The user interface may display map data showing, for example, the customer's location and support information. In this case, the display control unit 302 controls the display by overlaying the support information onto the customer's location on the map data.

[0032] The input operation reception unit 303 accepts input operations from the operator as an input reception means. Examples of input operations from the operator include touch operations with a finger and mouse operations. The input operation reception unit 303 accepts input operations to launch application software. In addition, the input operation reception unit 303 accepts various information entered via the user interface displayed on the display unit when the application software is launched. Examples of information entered via the user interface include location information, response information, and destination designation information.

[0033] The transmission control unit 304 controls the transmission of various information via the communication unit to the management server 10, the responder management terminal 40, or an external source. For example, the transmission control unit 304 controls the transmission of location information, response information, visit destination specification information, etc., which have been received as input by the input operation reception unit 303, to the management server 10.

[0034] (Functional configuration of the control unit of the caller management terminal) Figure 5 shows the functional configuration of the control unit of the responder management terminal 40. The control unit of the responder management terminal 40 includes a responder attribute information management unit 401, a display control unit 402, an input operation reception unit 403, and a transmission control unit 404.

[0035] The responder attribute information management unit 401 stores and manages the responder attribute information of responders in a database. Specifically, the responder attribute information management unit 401 stores and manages the responder attribute information of one or more responders, who are managed by responder management terminals 40 located for each corporate group, each company that makes up the corporate group, each department that makes up the company, and each team belonging to a department, in a database provided in the storage unit (for example, the database corresponding to the responder DB 134 in Figure 2).

[0036] The display control unit 402 performs the same function as the display control unit 302 in Figure 4, controlling the display of various information such as the user interface on the display unit. The user interface, for example, displays input fields for entering information about the person handling the interaction.

[0037] The input operation reception unit 403 receives input operations from the administrator who manages the responders. Examples of administrator input operations include touch operations with a finger and mouse operations. The input operation reception unit 403 also receives input operations to launch application software. Furthermore, the input operation reception unit 403 receives input operations to register responder attribute information via the user interface displayed on the display unit after the application software has been launched.

[0038] The transmission control unit 404 controls the transmission of various information via the communication unit to the management server 10, the responder terminal 30, or an external source. For example, the transmission control unit 404 controls the transmission of responder attribute information received by the input operation reception unit 403 to the management server 10.

[0039] (Processing flow of the management server) Figure 6 is a flowchart showing the processing flow of the management server 10. When location information is received by the management server 10 (YES in step 601), the management server 10 retrieves the received location information (step 602). Conversely, if no location information has been received (NO in step 601), the management server 10 repeats step 601 until location information is received.

[0040] When map data is received by the management server 10 (YES in step 603), the management server 10 retrieves the received map data (step 604). Conversely, if no map data has been received (NO in step 603), the management server 10 repeats step 603 until map data is received.

[0041] When customer interaction information is received by the management server 10 (YES in step 605), the management server 10 retrieves the received interaction information (step 606) and sets a confidentiality level for each interaction information according to the attributes of the interaction information (step 607). On the other hand, if no interaction information has been received (NO in step 605), the management server 10 repeats step 605 until interaction information is received.

[0042] When a responder is determined and the responder's attribute information is transmitted (YES in step 608), the management server 10 retrieves the transmitted responder attribute information (step 609). If, however, the responder attribute information has not been transmitted (NO in step 608), the management server 10 repeats step 608 until the responder attribute information is transmitted. It is also possible to generate support information based on location information, response information, the confidentiality level set for each response, and map data without retrieving the responder attribute information. In this case, although not shown in the diagram, step 608 is skipped and the process proceeds to step 610.

[0043] When the management server 10 receives destination specification information (YES in step 610), it acquires the destination specification information (step 611) and generates support information based on the location information and response information of the customer who is the specified destination, the confidentiality level set for each response information, map data, and responder attribute information (step 612). If step 608 is skipped, the management server 10 generates support information based on the location information and response information, the confidentiality level, and map data. On the other hand, if destination specification information has not been received (NO in step 610), the management server 10 repeats step 610 until destination specification information is received. Then, the management server 10 sends the support information generated in step 612 to the responder terminal 30 (step 613).

[0044] (Processing flow of the responder's terminal) Figures 7 and 8 are flowcharts showing the processing flow of the responder terminal 30. In Figures 7 and 8, the responder operating responder terminal 30-1 registers the response information, and the responder operating responder terminal 30-2 receives the support information. In Figure 7, when an input operation to launch the application software is performed on the responder terminal 30-1 (YES in step 701), the responder terminal 30 accepts the input operation (step 702) and displays the user interface on the display unit (step 703). Conversely, if no input operation to launch the application software is performed (NO in step 701), the responder terminal 30 repeats step 701 until an input operation to launch the application software is performed.

[0045] When an input operation to register the customer's location information and response information is performed via the user interface (YES in step 704), the responder terminal 30-1 accepts the input operation (step 705) and sends the input information to the management server 10 (step 706). Conversely, if no input operation to register the customer's location information and response information has been performed (NO in step 704), the responder terminal 30-1 repeats step 704 until an input operation to register the customer's location information and response information has been performed.

[0046] In Figure 8, when an input operation to launch the application software is performed on the responder terminal 30-2 (YES in step 801), the responder terminal 30-2 accepts the input operation (step 802) and displays the user interface on the display unit (step 803). Conversely, if no input operation to launch the application software is performed (NO in step 801), the responder terminal 30-2 repeats step 801 until an input operation to launch the application software is performed.

[0047] When the operator terminal 30-2 performs an operation to input destination information (YES in step 804), it accepts the input operation (step 805) and sends the entered destination information to the management server 10 (step 806). However, if the operator has not performed an operation to input destination information (NO in step 804), the operator terminal 30-2 repeats step 804 until the operator performs an operation to input destination information.

[0048] When map data is sent from the management server 10 (YES in step 807), the responder terminal 30-2 retrieves the transmitted map data (step 808). However, if no map data has been sent (NO in step 807), the responder terminal 30-2 repeats step 807 until map data is transmitted.

[0049] When support information is sent from the management server 10 (YES in step 809), the responder terminal 30-2 retrieves the transmitted support information (step 810) and displays it superimposed on the customer's location in the map data (step 811). Conversely, if no support information has been sent (NO in step 809), the responder terminal 30-2 repeats step 809 until support information is sent.

[0050] (Processing flow of the caller management terminal) Figure 9 is a flowchart showing the processing flow of the responder management terminal 40. The responder management terminal 40 stores and manages the responder's attribute information in a database (step 901). When an input operation to launch the application software is performed (YES in step 902), the responder management terminal 40 accepts the input operation (step 903) and displays the user interface on the display unit (step 904). Conversely, if no input operation to launch the application software is performed (NO in step 902), the responder management terminal 40 repeats step 902 until an input operation to launch the application software is performed.

[0051] When an input operation to register responder attribute information is performed via the user interface (YES in step 905), the responder management terminal 40 accepts the input operation (step 906) and sends the entered responder attribute information to the management server 10 (step 907). Conversely, if no input operation to register responder attribute information has been performed (NO in step 905), the responder management terminal 40 repeats step 905 until an input operation to register responder attribute information is performed.

[0052] (Specific example) Figure 10 shows a specific example of information stored in the customer DB 133 of the storage unit 13 of the management server 10. As shown in Figure 10, the customer database 133 stored in the storage unit 13 of the management server 10 stores information for each customer, including items such as "customer ID," "name," "location information," "information ID," "response information," "attribute (1)" to "attribute (3)," and "confidentiality." Of these, "customer ID" is identification information that can uniquely identify the customer, "name" is the customer's name, and "location information" is the customer's address, etc.

[0053] Furthermore, the "Information ID" contains unique identification information that identifies the response information, and the "Response Information" stores the specific content of the response information. "Attribute (1)" through "Attribute (3)" store information indicating the attributes of the response information, and any attribute can be set. For example, attributes such as whether it is personal information or whether it is information that can be made public can be set. Additionally, attributes such as whether it is information that can be shared among a group of companies, such as a trade secret, whether it can be shared among the companies that make up the group, whether it can be shared among departments within a company, whether it can be shared among teams within a department, or whether it can be shared among job titles can be set. Note that in the example in Figure 10, only the three attributes "Attribute (1)" through "Attribute (3)" are listed as items, but it is possible to set m attributes (where m is an integer value of 2 or more).

[0054] Furthermore, the "Confidentiality" field stores a value indicating the level of confidentiality set for each piece of information being handled. In the example in Figure 10, a confidentiality level of "5" indicates the highest level of confidentiality, while a confidentiality level of "1" indicates the lowest level of confidentiality. In this case, for example, information that is highly confidential, such as personal information, would be assigned a confidentiality level of "5," while information that is less confidential, such as publicly available information, would be assigned a confidentiality level of "1."

[0055] Here, for example, in the example in Figure 10, let's assume that the attributes of the response information are "Attribute (1)" is "whether or not it constitutes personal information," "Attribute (2)" is "whether or not it constitutes information that can be shared among the companies that make up the group," and "Attribute (3)" is "whether or not it constitutes information that can be shared among the job titles."

[0056] In this case, for example, there are two records of customer interaction information for a customer with customer ID "5001-000001," both with a confidentiality level of "5." Of these, the first record (the top record) is personal information, but it is not information that can be shared among the companies that make up the group, nor information that can be shared among employees at a specific job title. The second record (the second record from the top) is personal information, and is information that can be shared among the companies that make up the group, but it is not information that can be shared among employees at a specific job title.

[0057] Furthermore, for example, three pieces of customer service information are stored for a customer with customer ID "5001-000002," with confidentiality levels of "4," "2," and "3" from top to bottom. Of these, the first piece of information (the third from the top) does not constitute personal information, but it is information that can be shared among the companies that make up the group, and information that can be shared among job titles. The second piece of information (the fourth from the top) does not constitute personal information, nor information that can be shared among the companies that make up the group, nor information that can be shared among job titles. The third piece of information (the fifth from the top) does not constitute personal information, nor information that can be shared among the companies that make up the group, but it is information that can be shared among job titles.

[0058] Figure 11 shows a specific example of information stored in the responder DB 134 of the storage unit 13 of the management server 10. As shown in Figure 11, the responder DB 134 stored in the storage unit 13 of the management server 10 stores information for each responder, including items such as "respondent ID," "name," "group name," "company name," "department name (1)," "department name (2)," and "job title." Of these, "respondent ID" is identification information that can uniquely identify the responder, "name" is the responder's name, "group name" is the name of a group consisting of multiple companies including the company to which the responder belongs, "company name" is the name of the company to which the responder belongs, "department name (1)" and "department name (2)" are the names of the departments to which the responder belongs, and "job title" is the responder's job title.

[0059] For example, the respondent with respondent ID "1001-020101" (the top one) is the manager of the sales section of the sales department of a company (company name "a Corporation") that is part of a group (group name "AAA Group") composed of multiple companies. Also, for example, the respondent with respondent ID "1001-020102" (second from the top) is a staff member of the sales section where the respondent with respondent ID "1001-020101" is the manager.

[0060] For example, the responder with responder ID "1001-020201" (third from the top) is the "section chief" of the "business section" in the "business department" of the same company (company name "a Corporation") as the responder with responder ID "1001-020101" (top) and the responder with responder ID "1001-020102" (second from the top). Also, for example, the responder with responder ID "1001-020202" (fourth from the top) is a "section chief" of the "business section" where the responder with responder ID "1001-020201" (third from the top) serves as "section chief".

[0061] For example, the responder with responder ID "1002-030502" (5th from the top) is a "delivery driver" responsible for the "□□ area" of the "collection and delivery department" of a company (company name "b Corporation") that is part of a group (group name "AAA Group") composed of multiple companies. For example, the responder with responder ID "1002-040503" (6th from the top) is a "delivery driver" responsible for the "□□ area" of the "repair work department" of the same company (company name "b Corporation") as the responder with responder ID "1002-030502" (5th from the top). For example, the responder with responder ID "1003-000001" (7th from the top) is the "president" of a company (company name "c Construction Company") that is part of a group (group name "AAA Group") composed of multiple companies.

[0062] Figures 12 and 13 show specific examples of the user interface displayed on the responder terminal 30-2 operated by the responder receiving support information. In the examples in Figures 12 and 13, it is assumed that the attribute information of the building located at the customer's location is registered as the support information. When a person seeking support information launches the application software pre-installed on the person's terminal 30-2 and performs a predetermined login operation, a map is displayed on the user interface.

[0063] When the service provider specifies the location of the customer to be visited, support information is displayed on the map. Specifically, for example, a symbol C, as shown in Figure 12, is displayed on the map. The shape of symbol C varies depending on the type of support information. For example, as in the example in Figure 12, it may be displayed as a rectangle indicating the area surrounding the customer's location, or it may be displayed as a spot indicating the customer's location (for example, as a pin).

[0064] When the user selects symbol C on the map, a user interface like the one shown in Figure 13 is displayed. The user interface includes two sections for support information: "Building Attribute Display" and "Building Attribute Details." In the "Building Attribute Display" section, a button B1 labeled "Switch Attribute Information" is displayed below the text "How to Display Building Attribute Information." By pressing button B1, the user can switch between displaying support information (building attribute information) for each of the multiple buildings (e.g., office building, factory, warehouse, etc.) located within the area of ​​symbol C.

[0065] Furthermore, the "Building Attributes" section displays support information (building attribute information) for each building. As an example, Figure 13 shows, along with a related image, that the area indicated by symbol C is a "no parking area." By checking this support information, staff can take appropriate measures, such as checking parking availability in advance or refraining from using a car.

[0066] The support information displayed in the user interface is generated based on location information and response information for each customer designated as a destination, the confidentiality level set for each response, map data, and responder attribute information. Therefore, the support information (building attribute information) shown in Figure 13 can be displayed or hidden in the user interface depending on the confidentiality level of the response information (for example, information displayed in the "Remarks" column or related images) and the responder attribute information. Furthermore, depending on the confidentiality level of the response information and the responder attribute information, symbol C itself can be hidden from the map, or even if it is displayed on the map, symbol C cannot be selected.

[0067] For example, if there are three companies (for example, "Company a", "Company b", and "Construction company c" in Figure 11) belonging to the same group (for example, "Group AAA" in Figure 11), then customer service information that can only be shared by customer service staff belonging to one of these companies (for example, "Company a" in Figure 11) can be prevented from being provided as support information to customer service staff belonging to the other companies (for example, "Company b" and "Construction company c" in Figure 11). Also, for example, if customer service information that can only be shared by customer service staff belonging to the same company (for example, "Company a" in Figure 11) who hold a managerial position or higher (for example, customer service staff whose "Position" in Figure 11 is "Manager") can be prevented from being provided as support information to customer service staff who hold a position lower than manager (for example, customer service staff whose "Position" in Figure 11 is "Staff").

[0068] Although this embodiment has been described above, the present invention is not limited to the embodiment described above. Furthermore, the effects of the present invention are not limited to those described in this embodiment. For example, the configuration of the information processing system 1 shown in Figure 1 and the hardware configuration of the management server 10 shown in Figure 2 are merely examples for achieving the objectives of the present invention and are not particularly limited.

[0069] Furthermore, the functional configuration of the management server 10 shown in Figure 3, the functional configuration of the responder terminal 30 shown in Figure 4, and the functional configuration of the responder management terminal 40 shown in Figure 5 are merely examples and are not particularly limiting. It is sufficient that the information processing system 1 in Figure 1 is equipped with a function that can execute the above-described process as a whole, and the functional configuration used to realize this function is not limited to the examples in Figures 3, 4, and 5.

[0070] Furthermore, the order of processing steps for the management server 10 shown in Figure 6, the order of processing steps for the responder terminals 30-1 and 30-2 shown in Figures 7 and 8 respectively, and the order of processing steps for the responder management terminal 40 shown in Figure 9 are merely examples and not particularly limiting. Processing is not limited to being performed chronologically according to the illustrated order of steps; it may also be performed in parallel or individually, not necessarily chronologically. Also, the specific examples shown in Figures 10 to 13 are merely examples and not particularly limiting. [Explanation of symbols]

[0071] 1...Information processing system, 10...Respondent terminal, 11...Control unit, 30...Management server, 90...Network, 101...Location information acquisition unit, 102...Map data acquisition unit, 103...Respondent information acquisition unit, 104...Confidentiality setting unit, 105...Respondent attribute information acquisition unit, 106...Support information generation unit, 107...Designated information acquisition unit, 108...Transmission control unit, 301...Information acquisition unit, 302...Display control unit, 303...Input operation reception unit, 304...Transmission control unit, 401...Respondent attribute information management unit, 402...Display control unit, 403...Input operation reception unit, 404...Transmission control unit

Claims

1. A means for obtaining location information that indicates the location of a customer, Location information storage means for storing the location information for each customer, A means for acquiring customer service information to acquire customer service information regarding the results of customer service, A customer interaction information storage means that stores, in association with the attributes and degree of confidentiality of the interaction information, which are set in advance for each interaction information of the aforementioned customer, A means for acquiring responder attribute information that acquires responder attribute information regarding the attributes of the responder who visits the customer's location to provide assistance, A means for storing the aforementioned employee attribute information for each employee, A generation means for generating support information to assist the responder whose responder attribute information belongs to a range of responder attribute information that can be shared, which is predetermined based on the location information, the attributes of the response information, and the degree of confidentiality, A feature having Information processing device.

2. The aforementioned means for acquiring the attributes of the person responding acquires, as the attributes of the person responding, information about the organization to which the person responding belongs and information about the position of the person responding. The generation means is characterized by generating the support information based on the location information, the response information, the degree of confidentiality, the map data, the organization to which the responder belongs (as identified by the responder attribute information), the responder's position, and the degree of confidentiality. The information processing apparatus according to claim 1.

3. The system further comprises setting means for setting the degree of confidentiality depending on whether the attribute of the correspondence information is information that can be shared by a group of multiple companies, information that can be shared by each company that makes up the group, information that can be shared by each department of that company, information that can be shared by each team within that department, and information that can be shared by each job title. The information processing apparatus according to claim 1.

4. The degree of confidentiality is predetermined to increase as the rank of the person entitled to share the aforementioned information increases. The information processing apparatus according to claim 3.

5. An input receiving means that accepts input of location information indicating the customer's location and response information regarding the history of service provided to that customer, Location information storage means for storing the location information for each customer, A customer interaction information storage means that stores, in association with the attributes and degree of confidentiality of the interaction information, which are set in advance for each interaction information of the aforementioned customer, A means for acquiring responder attribute information that acquires responder attribute information regarding the attributes of the responder who visits the customer's location to provide assistance, A means for storing the aforementioned employee attribute information for each employee, A generation means for generating support information to assist the responder whose responder attribute information belongs to a range of responder attribute information that can be shared, which is predetermined based on the input location information, the attributes of the response information, and the degree of confidentiality, A display control means that performs control to display the generated support information in association with map data, A feature having Information processing system.

6. On the computer, A function to obtain location information indicating the customer's location, A function for storing the location information for each customer, A function to acquire customer service information regarding the performance of the aforementioned customer, A function to store, in association with the attributes and degree of confidentiality of the customer interaction information, which are set in advance for each interaction information of the customer, A function to acquire information about the attributes of the person who visits the customer's location to provide assistance, A function to store the aforementioned attribute information for each of the aforementioned respondents, A function to generate support information for assisting the responder whose responder attribute information belongs to a range of responder attribute information that can be shared, which is predetermined based on the location information, the attributes of the response information, and the degree of confidentiality, A program to achieve this.

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