Program, information processing device, information processing system, and information processing method

Abstract

The purpose is to promptly introduce you to a lawyer who can provide advice. [Solution] A program that causes one or more computers to perform the following steps: making a voice call between a person seeking advice and a call service; transferring the voice call to the call terminal of a first respondent whom the person seeking advice wishes to speak with; returning the transferred voice call to the call service if the first respondent does not respond for a certain period of time; and performing the next step in processing the consultation.

Description

Technical Field

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

Background Art

[0002] Services for connecting with experts when a consultation occurs are known. Patent Document 1 discloses a technique for determining whether a typical answer is possible when receiving intellectual support matters from a member, selecting an appropriate expert from the data in an expert database, and introducing the expert to the member in the case where a typical answer is not possible.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Similar services are also known for those consulting lawyers. The person consulting wishes to find a lawyer who can handle the consultation as soon as possible. However, there are cases where the introduced lawyer is absent or unable to accept the consultation.

[0005] An object of the present disclosure is to promptly introduce a responder to a consultation. [[ID=4​​​​To solve the above problems, a program according to one aspect of the present disclosure is a program that causes one or more computers to perform the following steps: making a voice call between a person seeking advice and a call service; transferring the voice call to the call terminal of a first respondent whom the person seeking advice wishes to speak with; returning the transferred voice call to the call service if the first respondent does not respond for a certain period of time; and performing the following steps for the consultation. [Effects of the Invention]

[0007] According to this disclosure, we can promptly introduce respondents to inquiries. [Brief explanation of the drawing]

[0008] [Figure 1] This diagram shows the system configuration. [Figure 2] This is a diagram showing the software for the call management server. [Figure 3] This diagram schematically illustrates the data structure of the lawyer database. [Figure 4] This diagram schematically shows the data structure of the call history database. [Figure 5] This is a flowchart showing the call processing. [Figure 6] This figure shows an example of a conversation that unfolds according to the call processing. [Figure 7] This is a flowchart of the transfer process. [Figure 8] This diagram schematically shows the data structure of the lawyer database in the modified version. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will be described below with reference to the drawings. In all the drawings illustrating the embodiments, common components are denoted by the same reference numerals, and repeated explanations are omitted. The following embodiments are not intended to unduly limit the content of this disclosure as described in the claims. Not all components shown in the embodiments are necessarily essential components of this disclosure. Also, each drawing is a schematic diagram and is not necessarily a strict illustration.

[0010] In the following description, "processor" typically refers to a microprocessor such as a CPU (Central Processing Unit), but may also refer to other types of processors such as a GPU (Graphics Processing Unit). A processor may be single-core or multi-core. Furthermore, a processor may also refer to a broader type of processor, such as a hardware circuit (e.g., an FPGA (Field-Programmable Gate Array) or an ASIC (Application Specific Integrated Circuit)). A processor may also be implemented in circuitry or processing circuitry, including integrated circuits, conventional circuits, or combinations thereof.

[0011] The program may be installed on a device such as a computer, or it may reside on a program distribution server or a computer-readable (e.g., non-temporary) recording medium. Furthermore, in the following description, two or more programs may be implemented as a single program, or one program may be implemented as two or more programs.

[0012] Furthermore, in the following explanation, identification numbers are used as identification information for various objects, but other types of identification information (for example, identifiers including letters or symbols) may also be used.

[0013] Figure 1 shows the configuration of System 1. System 1 shown in Figure 1 includes a call management server 20, a call device 10, and a generation model server 30. These devices communicate with each other via Network N. In the illustrated example, one call device 10 is shown, but multiple call devices 10 may be provided. The call management server 20 may be implemented as a single information processing device, or as an information processing system including multiple devices.

[0014] The communication device 10 is a device that has a voice call function. The communication device 10 is a mobile terminal, an IP phone, etc. Voice calls are not limited to telephone calls, but also include calls made using chat tools such as LINE calls.

[0015] The communication device 10 includes a processor 11, memory 12, storage 13, communication interface 14, input device 15, and output device 16.

[0016] The processor 11 is hardware for executing the instruction set described in the program, and consists of an arithmetic unit, registers, peripheral circuits, etc. The memory 12 is for temporarily storing programs, data, etc., and is a volatile memory such as DRAM (Dynamic Random Access Memory). The storage 13 is for saving data, and is a flash memory, HDD (Hard Disk Drive), etc.

[0017] The communication interface 14 is an interface for inputting and outputting signals for wired or wireless communication with external devices. The input device 15 is a microphone. The input device 15 may also include a pointing device such as a touch panel, touchpad, mouse, or keyboard. In this case, the microphone modulates the audio signal and provides the modulated signal to the processor 11. The audio signal is acquired as text information through speech recognition processing. The output device 16 is a speaker that outputs sound. The speaker converts the audio signal into sound and outputs it externally.

[0018] The call management server 20 is a device that manages calls with the call device 10. The call management server 20 provides, for example, a lawyer referral service that listens to the content of a legal consultation from a counselor using the call device 10 via a voice call, identifies a lawyer suitable for the consultation content, and introduces the identified lawyer. Here, the lawyer is an example of a responder who answers the consultation.

[0019] The call management server 20 includes a processor 21, a memory 22, a storage 23, a communication IF 24, and an input / output IF 25.

[0020] The processor 21, the memory 22, the storage 23, and the communication IF 24 are the same as the processor 11, the memory 12, the storage 13, and the communication IF 14 of the call device 10, respectively. The input / output IF 25 functions as an interface between an input device for receiving an input operation from a user and an output device for presenting information to the user.

[0021] The generation model server 30 is a server that executes language processing tasks using an LLM (Large Language Model), which is a generation model constructed by a learning process including artificial intelligence (AI). The LLM has learned a large amount of data (such as text data) in advance, for example, web content on the Internet or data stored in a predetermined database, and can execute various language processing tasks by being given a task.

[0022] The generation model server 30 receives an input of a prompt in the form of text, image, voice, etc., and generates and responds with an answer to the prompt. Examples of the LLM include the GPT series developed by OPEN AI, StableLM developed by StableAI, Llama2 developed by Meta, Palm2 (registered trademark), LamDA2 (registered trademark), BERT, etc. developed by Google.

[0023] Figure 2 shows the software of the call management server 20. As shown in Figure 2, the call management server 20 comprises a control unit 200 and a storage unit 210. The control unit 200 is implemented by a processor 21 executing various programs stored in storage 23, etc. The storage unit 210 is implemented by storage 23, etc. Note that the call management server 20 may have multiple processors, in which case the control unit 200 is implemented by multiple processors.

[0024] The memory unit 210 stores a lawyer database (DB) 211 and a call history database (DB) 212. The lawyer DB 211 stores information on lawyers registered with the lawyer referral service. The call history DB 212 stores the call history between the call management server 20 and the client.

[0025] Figure 3 is a schematic diagram illustrating the data structure of Lawyer DB211. Lawyer DB211 stores the fields "Name," "Service Area," "Specialty," and "Contact Information" associated with the field "Lawyer ID." Lawyer DB211 may also store other information. Each record contains information for each field about one lawyer.

[0026] The "Lawyer ID" field identifies the lawyer. The "Name" field contains the lawyer's name. The "Service Area" field indicates the area the lawyer can serve. The "Specialty Area" field indicates the lawyer's areas of expertise. The "Contact Information" field provides the lawyer's contact details, including a phone number and email address.

[0027] Figure 4 schematically shows the data structure of the call history DB212. The call history DB212 stores the items "Name," "Telephone Number," "Consent Information," and "Referring Lawyer" associated with the item "Call ID." Each record stores information for each item obtained from a single call.

[0028] The "Call ID" field is information that identifies each call. The "Name" field is information that indicates the name of the person making the call. The "Phone Number" field is information that indicates the phone number of the person making the call, i.e., the originating phone number. The "Consent Information" field is information that indicates whether the person making the call has agreed to the terms of service of the lawyer referral service. In addition to information that consent has been obtained, the consent information includes the date and time the consent was obtained and the content of the consent. In addition, consent may be withdrawn, in which case information that consent has been withdrawn, the date and time the consent was withdrawn and the content of the withdrawal will be recorded as consent information. The "Referred Lawyer" field is the lawyer ID of the lawyer referred to the person making the call.

[0029] Returning to Figure 2, the control unit 200 includes a call unit 201, a dialogue unit 202, a recording unit 203, and a consultation processing unit 204. The call unit 201 detects incoming calls from the call device 10 and, in cooperation with the LLM of the generation model server 30, establishes and maintains a voice call session with the client. The call unit 201 then controls the two-way voice call with the call device 10. The dialogue unit 202 interacts with the LLM of the generation model server 30. The recording unit 203 records information to the call history DB 212, etc. The consultation processing unit 204 performs processing to connect the client with the lawyer they are consulting with. This processing includes transferring the voice call from the client to the lawyer's call terminal and sending an email to the lawyer. The detailed processing of each unit will be described later with reference to Figure 5, etc.

[0030] Figure 5 is a flowchart showing the call processing performed by the call management server 20. Figure 6 is a diagram showing an example of a conversation that unfolds according to the call processing. First, an incoming call occurs from the call device 10 to the call management server 20, and the call unit 201 of the call management server 20 starts a voice call session with the caller using the call device 10 (step S100). At this time, the recording unit 203 issues a new call ID and records the newly issued call ID and the caller's telephone number (calling number) in a new record in the call history DB 212.

[0031] Next, the call unit 201 outputs the terms of service for the lawyer referral service based on a pre-configured scenario, and then outputs an audio message asking whether the user agrees to them (step S102). As shown in Figure 6, after reading the terms of service, an audio message such as "Do you agree to the above terms of service?" is output. Here, the terms of service are an example of the information provided to the client.

[0032] In response, the call unit 201 receives a response from the caller. Possible responses include, as shown in Figure 6, responses indicating agreement such as "I agree," responses indicating disagreement such as "I disagree," and responses requesting repetition of the terms of service such as "Please repeat that." The dialogue unit 202 then sends a prompt to the generation model server 30 that includes the voice data of the caller's response and a response analysis request. Here, the response analysis request is information that requests the server to identify whether the response content (text data) indicated by the voice data indicates agreement to the terms of service, disagreement, or a request for repetition. As a result, the dialogue unit 202 obtains text data from the LLM indicating whether the caller agrees to the terms of service.

[0033] If the control unit 200 determines that the response to the terms of service is not to be agreed to (not agreed in step S104), it terminates the call and ends the call processing. If the response to the terms of service is a request for repetition (request for repetition in step S104), the control unit 200 proceeds to step S106. The call unit 201 then outputs the terms of service again (step S106) and proceeds to step S104.

[0034] If the control unit 200 finds that the response to the terms of service is consent (consent in step S104), it proceeds to step S108. The recording unit 203 then records the fact that consent to the terms of service has been obtained, along with information indicating the date and time when the caller's utterance (utterance indicating consent) to the terms of service was received, in a newly generated record in the call history DB 212 (step S108). As a result, for example, as shown in Figure 4, consent information "2025 / 7 / 30 12:00 Terms of Service Consent" is recorded in the call history DB 212. The newly generated record is the record generated in step S100. The process in step S108 is an example of a process that records consent information to the terms of service in association with the caller's outgoing number. The outgoing number is an example of identification information that identifies the caller.

[0035] Next, the call unit 201 receives the caller's utterance of the consultation content by making an utterance that prompts the caller to speak the consultation content (step S110). As shown in Figure 6, the call unit 201 makes an utterance such as, "First, please tell me the content of your consultation." Then, the dialogue unit 202 obtains the consultation content by sending the voice data from the caller and a prompt including a request to identify the consultation content indicated by the voice data to the generation model server 30. Note that for the consultation content, multiple categories such as divorce issues and inheritance may be prepared, and the identification request may ask to specify which of these categories it belongs to.

[0036] Then, the telephone unit 201 makes an utterance to confirm the content of the consultation (step S112). The utterance to confirm the content of the consultation is, for example, as shown in Figure 6, "Is the topic of your consultation a divorce issue?"

[0037] Next, the call unit 201 receives an utterance from the caller confirming the content of the consultation, which is a response to the caller's utterance. The dialogue unit 202 then receives a response (text data) to the consultation confirmation by sending the caller's voice data and a prompt to the generation model server 30 that includes a response analysis request indicating whether the utterance shown in the voice data indicates agreement to the confirmation of the consultation content. Possible responses include an agreement response and an disagreement response.

[0038] If the response indicates disagreement (disagreement in step S114), the telephone unit 201 makes an utterance asking a question about the consultation content (step S116). Then, the dialogue unit 202, by interacting with the LLM, identifies the consultation content from the utterances of the consultant obtained in response to the questions, and proceeds to step S112 for further processing.

[0039] If the response indicates consent (consent in step S114), the recording unit 203 associates the consultation content, the fact that consent was obtained, and information indicating the date and time the consultation content was obtained, and records this in a newly generated record in the call history DB 212 (step S118). As a result, for example, as shown in Figure 4, consent information such as "2025 / 7 / 30 12:05 Consultation content (divorce) Consent" is recorded in the call history DB 212.

[0040] Next, the call unit 201 receives a regional utterance from the caller by making an utterance that prompts the caller to say the region in which they live (step S120). The call unit 201 makes an utterance such as, "Please tell me the region in which you live." Then, the dialogue unit 202 obtains the region (text data) by sending the voice data from the caller and a prompt containing an identification request that asks the server 30 to identify the region indicated by the voice data. Then, the call unit 201 makes an utterance to confirm the region (step S122).

[0041] Next, the call unit 201 receives a response utterance from the caller to confirm the region. The dialogue unit 202 then receives a response utterance regarding the consultation content by sending the caller's voice data and a prompt to the generation model server 30 that includes a response analysis request indicating whether the utterance shown in the voice data indicates consent to confirming the region. Possible responses include responses indicating consent and responses indicating disagreement.

[0042] The dialogue unit 220 then obtains text data indicating the response by sending audio data of the caller's response and a prompt to the generation model server 30 that includes a request for a response indicating whether the utterance shown in the audio data indicates agreement or disagreement. If the response indicates disagreement (disagreement in step S124), the control unit 200 makes an utterance asking about the region (step S126), identifies the region using LLM from the content of the caller's utterance obtained in response, and then proceeds to step S122.

[0043] If the response indicates consent (consent in step S124), the recording unit 203 associates the region, the fact that consent was obtained, and information indicating the date and time the region was obtained, and records this in a newly generated record in the call history DB 212 (step S128). Note that the above procedure of confirming the terms of service, then identifying the content of the consultation, and then identifying the region is assumed to be pre-configured in the scenario.

[0044] Next, the dialogue unit 202 identifies a lawyer to refer the client to based on the consultation content and location (step S130). Specifically, the dialogue unit 202 identifies a lawyer whose area of ​​expertise and service area match the consultation content and location, respectively, as recorded in the lawyer database 211. If no matching lawyer is found, the unit identifies the closest lawyer.

[0045] Dialogue Unit 202 may conduct a more detailed interview with the client regarding the lawyer they wish to consult, and based on the information gathered, may identify a lawyer who should be introduced. For example, they may ask about the gender of the lawyer the client wishes to consult.

[0046] Next, the call unit 201 introduces the identified lawyer to the client by making an utterance introducing the lawyer (step S132). For example, if lawyers A and B were identified in step S130, in step S132, the call unit 201 would make an utterance such as, "Lawyers A and B specialize in divorce cases. Which lawyer would you like to transfer your call to?" This completes the call processing.

[0047] It should be noted that during a call, consent may be withdrawn regarding content that has already been agreed upon. For example, after consent has been given regarding a consultation about divorce issues, a statement indicating withdrawal may be made, such as, "It's not about divorce issues, but..." In this case, the call history DB212 records that the consent has been withdrawn, along with the date and time. In this way, even when consent is withdrawn, the record of the consent that was previously given (consent information) is not deleted but remains in the history. This allows for later review of the flow of the call.

[0048] Thus, in a voice call, when System 1 of this embodiment obtains voice confirmation from the caller indicating consent to the information provided via voice, it records the consent information in association with the caller's identification information (in this embodiment, the telephone number). Therefore, System 1 can appropriately manage the information obtained from the caller's speech.

[0049] Figure 7 is a flowchart showing the transfer process performed by the call management server 20. The call unit 201 receives a request from the client to designate a lawyer to whom they wish to be transferred from among the lawyers introduced in step S132 of the call processing (Figure 5) (step S200). Next, the consultation processing unit 204 transfers the call to the call terminal of the lawyer who requested the voice call (step S202). Here, we will explain assuming that lawyer A has been selected as the lawyer to whom the transfer is requested.

[0050] The call forwarding process is carried out by the call service provided by the call management server 20. The call service is included in the lawyer referral service and includes a function to forward voice calls. The call service forwards the voice call between the client and lawyer A to lawyer A's call terminal without disconnecting the voice call session between the client and the automated voice of the call management server 20. Lawyer A's telephone number is identified by referring to the lawyer database 211.

[0051] Next, if the consultation processing unit 204 receives a response from lawyer A's phone terminal within a certain period of time from the start of the call to lawyer A (Y in step S204), it terminates the call by disconnecting the call service from the voice call session. As a result, a voice call regarding the consultation takes place between the caller and lawyer A, who is the recipient of the transfer.

[0052] If the consultation processing unit 204 receives no response from lawyer A for a certain period of time after the call is initiated (N in step S204), it returns the voice call with the caller to the call service (step S206). Next, the call unit 201 receives the caller's preference by presenting them with options for the following actions via voice (step S208). The next actions include sending a consultation email to lawyer A and scheduling an appointment for a meeting with lawyer A. The call unit 201 may ask, for example, "It appears that lawyer A, whom you requested, is unavailable. Please select your preferred action: (1) Transfer to another lawyer. (2) Automatically send an email asking lawyer A to call you back. (3) Terminate the service."

[0053] If the response is "Please terminate the service," the control unit 200 terminates processing. If the response is "Please email lawyer A," the call unit 201 determines that it has received an instruction to send an email (in step S210, it sends an email to the desired lawyer). The consultation processing unit 204 then sends a consultation email to the desired lawyer. The consultation email should include the name of the person seeking advice, their phone number, and the content of the consultation, such as "We have a consultation request from Mr. / Ms. ... regarding divorce issues. Please call us back. Their phone number is ...." The phone number of the person seeking advice is obtained by referring to the call history DB 212. The name of the person seeking advice is obtained by the call unit 201 when the instruction to send the email is received. The name of the person seeking advice is then registered in the call history DB 212. Alternatively, the call unit 201 may obtain the name of the person seeking advice while the call processing is in progress and register it in the call history DB 212.

[0054] In this way, consultation emails are sent to lawyer A's email address. Therefore, lawyer A can check the consultation emails and respond to the consultation by calling the person seeking advice at a convenient time.

[0055] Furthermore, if the client requests to be transferred to another lawyer, such as "Please transfer me to another lawyer" (transfer to the next preferred lawyer in step S210), the consultation processing unit 204 has the call unit 201 announce the candidates for the next lawyer to be transferred to, allowing the client to select the next preferred lawyer. If lawyer B, who is different from lawyer A, is selected, the consultation processing unit 204 transfers the voice call with the client to the call terminal of the next preferred lawyer (in this case, lawyer B) (step S214). The transfer process is the same as the transfer process in step S202.

[0056] Next, if Attorney B responds via his phone terminal within a certain period of time from the start of the call to Attorney B (Y in step S216), the consultation processing unit 204 terminates the call by disconnecting the call service from the voice call session. From this point onward, a voice call regarding the consultation takes place between the client and Attorney B. If there is no response from Attorney B (the transfer destination) within a certain period of time from the start of the call to Attorney B (N in step S216), the consultation processing unit 204 proceeds to step S206. This allows for further transfer to the third and fourth desired attorneys.

[0057] As described above, in the system of this embodiment, if the lawyer acting as the first respondent does not respond for a certain period of time, the call management server 20 returns the voice call forwarded to the first respondent to the call service and performs the next processing for the consultation. In this way, the call management server 20 can perform the next processing for the consultation if the first respondent does not respond, and can quickly introduce a respondent to the consultation.

[0058] While several embodiments of this disclosure have been described above, these embodiments can be implemented in a variety of other forms, and various omissions, substitutions, and modifications are permitted without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims and their equivalents.

[0059] Let me explain this first modification. The options presented to the client in step S208 of the transfer process (Figure 7) are not limited to this embodiment. As another example, the options may include scheduling an appointment with the client's preferred lawyer. Specifically, the appointment schedule is shared in advance with the lawyer, and in scheduling the appointment, an appointment is scheduled with the client during an available time slot in the schedule. The consultation processing unit 204 selects a time slot convenient for the client through a phone call with the client.

[0060] A second modification will be described. In this embodiment, if the lawyer the client first wishes to consult does not respond, the client is asked what to do next. However, instead, the consultation processing unit 204 may automatically proceed with the next process. Here, the next process may be transferring the call to another lawyer. The other lawyer will be arbitrarily selected from among the lawyers identified in step S130 of the call processing (Figure 5) who have not been transferred. Another example is that the consultation processing unit 204 may automatically send a consultation email to the lawyer the client first wishes to consult as the next process. Another example is that the consultation processing unit 204 may automatically schedule an appointment for a meeting with the lawyer the client first wishes to consult as the next process.

[0061] As a third variation, as shown in Figure 8, the lawyer DB211 may also store the status of each lawyer, associated with their lawyer ID. The status is information indicating whether the lawyer is available to receive consultations, and includes "availability of telephone consultations" and "availability of in-person appointments." The status information can be set and changed by the lawyer as needed.

[0062] In this case, in step S200 of the transfer process (Figure 7), the consultation process introduces the client to a lawyer whose status is "available for phone calls" from among the lawyers identified in step S130 of the call process (Figure 5), and accepts the client's nomination of the lawyer they wish to be transferred to from among the "available for phone calls" lawyers. If the status of this lawyer is "available for in-person appointments," in step S208, the consultation processing unit 204 presents the client with options such as transferring to another lawyer, sending an email to the desired lawyer, or scheduling an in-person appointment. If scheduling an in-person appointment is selected, the consultation processing unit 204 then processes the appointment for the client to meet with the desired lawyer.

[0063] In a fourth modification, the control unit 200 of the call management server 20 may further include a speech recognition unit, which may obtain text data by performing speech recognition processing on the voice data. In this case, the call management server 20 sends the text data to the generation model server 30 instead of the voice data.

[0064] As a fifth variation, the communication device 10 may be a public telephone, a landline telephone, or the like.

[0065] The sixth variation is that the consultation topics are not limited to legal consultations, nor are the respondents limited to lawyers. Respondents may be professionals in other fields, or experts in other areas.

[0066] Furthermore, some or all of the above configurations, functions, processing units, and processing means may be implemented in hardware, for example, by designing them as integrated circuits. The functions of the present invention can also be implemented by software program code that realizes the functions of the embodiments. In this case, a storage medium containing the program code is provided to a computer, and the computer's processor reads the program code stored on the storage medium. In this case, the program code read from the storage medium itself realizes the functions of the embodiments described above, and the program code itself, as well as the storage medium storing it, constitute the present invention. Examples of storage media used to supply such program code include flexible disks, CD-ROMs, DVD-ROMs, hard disks, SSDs, optical disks, magneto-optical disks, CD-Rs, magnetic tapes, non-volatile memory cards, and ROMs.

[0067] Furthermore, the program code that implements the functions described in this embodiment can be implemented in a wide range of programming or scripting languages, such as assembler, C / C++, Perl, Shell, PHP, and Java (registered trademark).

[0068] Furthermore, the program code for the software that implements the functions of the embodiment may be distributed via a network and stored in a storage means such as a computer's hard disk or memory, or in a storage medium such as a CD-RW or CD-R, and the computer's processor may read and execute the program code stored in the storage means or storage medium.

[0069] (Note) The details described in each of the above embodiments are noted below.

[0070] (Note 1) On one or more computers, The steps involve an audio call between the person seeking advice and the telephone service provider. The steps include: transferring the voice call to the first respondent's phone terminal, the person the caller wishes to speak with; If the first respondent does not respond for a certain period of time, the steps include returning the forwarded voice call to the call service, The steps include: performing the following processing in response to the aforementioned consultation, A program to execute.

[0071] (Note 2) The program described in Appendix 1 is the process of transferring the voice call that has been returned to the call service to the call terminal of the second respondent.

[0072] (Note 3) The program described in Appendix 1 is the program that sends a consultation email to the first respondent.

[0073] (Note 4) The program described in Appendix 1 is the program that processes the scheduling of an interview with the first respondent.

[0074] (Note 5) If the aforementioned voice call is returned to the aforementioned call service, the process will be further executed by presenting the caller with options for processing in voice. The following process is the process selected by the client, as described in Appendix 1.

[0075] (Note 6) In the memory unit, the status of each respondent is pre-set. The program described in Appendix 1, wherein in the transfer step, a first respondent whose status is set to "available to answer calls" is selected, and the voice call is transferred to the selected first respondent's call terminal.

[0076] (Note 7) Equipped with one or more processors, The one or more processors described above are: A voice call is made between the person seeking advice and the telephone service provider. The voice call is forwarded to the phone terminal of the first respondent whom the caller wishes to speak with. If the first respondent does not respond for a certain period of time, the forwarded voice call is returned to the call service. An information processing device that performs the following processing for the aforementioned client.

[0077] (Note 8) Equipped with one or more processors, The one or more processors described above are: A voice call is made between the person seeking advice and the telephone service provider. The voice call is forwarded to the phone terminal of the first respondent whom the caller wishes to speak with. If the first respondent does not respond for a certain period of time, the forwarded voice call is returned to the call service. An information processing system that performs the following processing for the aforementioned client.

[0078] (Note 9) An information processing method performed by one or more processors, The steps include: the one or more processors conducting a voice call between a person seeking consultation and a call service; The steps include: the one or more processors transferring the voice call to the call terminal of the first respondent whom the caller wishes to speak with; The one or more processors, if the first respondent does not respond for a certain period of time, return the transferred voice call to the call service. The steps include: performing the following processing in response to the aforementioned consultation, Information processing methods, including those mentioned above. [Explanation of symbols]

[0079] 1 System 10 Telephone device 11 processors 12 memory 13 Storage 14 Communication IF 15 Input device 16 Output device 20 Call Management Server 21 processors 22 memory 23 Storage 24 Communication IF 25 Input / Output Interfaces 30 Generative Model Server 201 Telephone section 202 Dialogue Section 203 Records Department 204 Consultation Processing Section 211 Lawyer Database 212 Call History Database

Claims

1. On one or more computers, The steps involve an audio call between the person seeking advice and the telephone service provider. The process involves referring to a memory unit that stores the status of each of the multiple respondents who will answer the consultation, including whether they are available for phone calls and whether they are available for in-person appointments, and presenting the respondents who are available for phone calls to the person seeking advice. The first step is to accept the nomination of a preferred respondent from among the respondents who are available to answer the phone, The steps include transferring the voice call to the call terminal of the first respondent designated by the aforementioned caller, If the first respondent does not respond for a certain period of time, the steps include returning the forwarded voice call to the call service, A program for performing the following steps: when the status of the first respondent is available for the interview, the program presents the option of scheduling an interview with the first respondent as the next step in processing the consultation.

2. The program according to claim 1, wherein the step described above further presents as an option the process of transferring the voice call that has been returned to the call service to the call terminal of a second respondent.

3. The program according to claim 1, wherein the step presented further presents the option of sending a consultation email to the first respondent.

4. Equipped with one or more processors, The one or more processors described above are: A voice call is made between the person seeking advice and the telephone service provider. The system references a memory unit that stores the status of each of the multiple respondents answering the consultation, including whether they are available for phone calls and whether they are available for in-person appointments, and presents the respondents who are available for phone calls to the consultant. From among the aforementioned respondents who are available to answer by phone, please nominate your preferred respondent. The voice call is forwarded to the phone terminal of the first respondent designated by the aforementioned caller. If the first respondent does not respond for a certain period of time, the forwarded voice call is returned to the call service. An information processing system that, when the status of the first respondent is available for the interview, presents the option of scheduling an interview with the first respondent as the next step for the person seeking advice.

5. Equipped with one or more processors, The one or more processors described above are: A voice call is made between the person seeking advice and the telephone service provider. The system references a memory unit that stores the status of each of the multiple respondents answering the consultation, including whether they are available for phone calls and whether they are available for in-person appointments, and presents the respondents who are available for phone calls to the consultant. From among the aforementioned respondents who are available to answer by phone, please nominate your preferred respondent. The voice call is forwarded to the phone terminal of the first respondent designated by the aforementioned caller. If the first respondent does not respond for a certain period of time, the forwarded voice call is returned to the call service. An information processing device that, when the status of the first respondent is available for the interview, presents the option of scheduling an interview with the first respondent as the next step for the person seeking advice.

6. An information processing method performed by one or more processors, The steps include: the one or more processors conducting a voice call between a person seeking consultation and a call service; The one or more processors refer to a storage unit that stores status information including whether each of the multiple respondents who answer the consultation is available for telephone support and whether they are available for in-person consultations, and present the respondents who are available for telephone support to the consultant. The one or more processors take the step of selecting a preferred respondent from among the respondents who can answer the phone, The steps include: the one or more processors transferring the voice call to the call terminal of the first respondent designated by the caller; The one or more processors, if the first respondent does not respond for a certain period of time, return the transferred voice call to the call service. An information processing method comprising the step of presenting the option to schedule an interview with the first respondent as the next step in processing the consultation, when the status of the first respondent is available for the interview.

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