Program, method, information processing device, and system

Abstract

A program that causes a computer having a processor and a memory unit to process information regarding a dialogue between a user and a customer, wherein the processor executes the following steps: an attribute storage step in which customer attributes related to attributes of a plurality of customers are associated and stored; a rule storage step in which response rules related to responses are associated and stored with at least some of the plurality of customer attributes; a communication reception step in which communication from a predetermined customer is received; a rule identification step in which, in response to a communication from the predetermined customer received in the communication reception step, a predetermined response rule stored in association with the predetermined customer attribute in the rule storage step based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step; and a communication processing step in which processing is performed on the communication received from the predetermined customer based on the predetermined response rule identified in the rule identification step.

Description

[Technical Field]

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

[0002] 2. Description of the Related Art Information processing systems are known that improve the efficiency of operators responding to inquiries from customers via telephone or the like. Patent Document 1 discloses a customer transfer management system and a customer transfer management server that can quickly select a sales representative and improve customer satisfaction. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2021-099706 Summary of the Invention [Problem to be solved by the invention]

[0004] There is a problem in that calls from customers cannot be processed in a manner appropriate to the customer attributes. Therefore, the present disclosure has been made to solve the above problem, and its purpose is to provide a technology for processing an incoming call from a customer in a manner suited to the customer's attributes. [Means for solving the problem]

[0005] A program that causes a computer having a processor and a memory unit to process information regarding a dialogue between a user and a customer, wherein the processor executes the following steps: an attribute storage step in which customer attributes related to attributes of a plurality of customers are associated and stored; a rule storage step in which response rules related to responses are associated and stored with at least some of the plurality of customer attributes; a communication reception step in which communication from a predetermined customer is received; a rule identification step in which, in response to a communication from the predetermined customer received in the communication reception step, a predetermined response rule stored in association with the predetermined customer attribute in the rule storage step based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step; and a communication processing step in which processing is performed on the communication received from the predetermined customer based on the predetermined response rule identified in the rule identification step. [Effects of the Invention]

[0006] According to the present disclosure, it is possible to process an incoming call from a customer in a manner appropriate to the customer's attributes. [Brief explanation of the drawings]

[0007] [Figure 1] FIG. 2 is a block diagram showing the functional configuration of the system 1. [Figure 2] FIG. 2 is a block diagram showing the functional configuration of the server 10. [Figure 3] 2 is a block diagram showing the functional configuration of a first user terminal 20. FIG. [Figure 4] 3 is a block diagram showing the functional configuration of a second user terminal 30. FIG. [Figure 5] FIG. 10 is a diagram showing the data structure of a user table 1012. [Figure 6] FIG. 10 is a diagram showing the data structure of a group table 1013. [Figure 7] FIG. 10 is a diagram showing the data structure of a dialogue table 1014. [Figure 8] FIG. 10 is a diagram showing the data structure of a label table 1015. [Figure 9]FIG. 10 is a diagram showing the data structure of a speech segment table 1016. [Figure 10] FIG. 10 is a diagram showing the data structure of a customer table 1021. [Figure 11] FIG. 10 is a diagram showing the data structure of a customer group table 1022. [Figure 12] FIG. 10 is a diagram showing the data structure of a rule table 1023. [Figure 13] 10 is a flowchart showing the operation of a setting process. [Figure 14] 10 is a flowchart showing the operation of an incoming call process. [Figure 15] 10 is a first example of a screen showing the operation of the setting process. [Figure 16] 10 is a second example of a screen showing the operation of the setting process. [Figure 17] 10 is a third example of a screen showing the operation of the setting process. [Figure 18] FIG. 2 is a block diagram showing the basic hardware configuration of a computer 90. DETAILED DESCRIPTION OF THE INVENTION

[0008] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. In all drawings describing the embodiments, common components are designated by the same reference numerals, and repeated description will be omitted. Note that the following embodiments do not unduly limit the content of the present disclosure described in the claims. Furthermore, not all components shown in the embodiments are necessarily essential components of the present disclosure. Furthermore, each drawing is a schematic diagram and is not necessarily a precise illustration.

[0009] <System 1 Configuration> The system 1 in the present disclosure is an information processing system that provides an information processing service for efficiently managing inquiries from customers via telephone or the like. The system 1 includes information processing devices, namely, a server 10, a first user terminal 20, a second user terminal 30, and a voice server (PBX) 50, which are connected via a network N. FIG. 1 is a block diagram showing the functional configuration of the system 1. As shown in FIG. FIG. 2 is a block diagram showing the functional configuration of the server 10. As shown in FIG. FIG. 3 is a block diagram showing the functional configuration of the first user terminal 20. As shown in FIG. FIG. 4 is a block diagram showing the functional configuration of the second user terminal 30. As shown in FIG.

[0010] Each information processing device is configured by a computer equipped with an arithmetic unit and a storage device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by the hardware configuration will be described later. For each of the server 10, the first user terminal 20, the second user terminal 30, and the voice server (PBX) 50, descriptions that overlap with the basic hardware configuration and basic functional configuration of the computer will be omitted.

[0011] <Server 10 configuration> The server 10 is an information processing device that provides an information processing service that executes predetermined information processing in response to inquiries from customers by telephone or the like. The server 10 in the present disclosure is an information processing device that provides an online interactive service (online interactive service) between a first user who is an operator and a second user who is a customer. Note that the server 10 in the present disclosure may also be capable of providing an online interactive service between three or more users, including multiple operators and multiple customers. It should be noted that the customer does not necessarily have to be a user of the information processing service according to the present disclosure. The server 10 includes a storage unit 101 and a control unit 104 .

[0012] <Configuration of the storage unit 101 of the server 10> The storage unit 101 of the server 10 includes an application program 1011 , a user table 1012 , a group table 1013 , a dialogue table 1014 , a label table 1015 , a voice segment table 1016 , a customer table 1021 , a customer group table 1022 , and a rule table 1023 .

[0013] The application program 1011 is a program for causing the control unit 104 of the server 10 to function as each functional unit. Application programs 1011 include applications such as a web browser application.

[0014] The user table 1012 is a table that stores and manages user information. When a user registers to use a service, the user's information is stored in a new record in the user table 1012. This allows the user to use the service according to the present disclosure. In the present disclosure, The user table 1012 is a table having a user ID as a primary key, and columns such as a user ID, a group ID, a user name, a priority, an available period, and a user attribute. FIG. 5 is a diagram showing the data structure of the user table 1012. As shown in FIG.

[0015] The user ID is an item that stores user identification information for identifying a user. The user identification information is an item that is set with a unique value for each user. The group ID is an item that stores group identification information for identifying a group. One or more group identification information is stored in association with each user, thereby representing that the user belongs to one or more groups. The user name is an item for storing the name of the user. The user name may be set to any character string such as a nickname instead of a name. The priority is an item that stores information that defines the priority of a user. Specifically, a character string, a number, or the like that indicates the priority of the user is stored. For example, in a range of 0 to 100, a higher number is assigned to a user with a higher priority. Note that the same priority value may be assigned to different users. The available period stores information about the date, time, day of the week, period, and time slot when the user is available to respond to inquiries from customers by phone, etc. For example, information about periods such as "9:00 to 17:00 on weekdays" and "9:00 to 12:00 on weekends and holidays" is stored. The user attributes are items that store attribute information related to the attributes of a user identified by a user ID. For example, the user attributes include character strings for identifying the attributes of a user, such as a user who handles preferred members, a user who handles VIPs, a user who handles malicious customers, or a system administrator. In addition, in the user table 1012, not only users related to natural persons but also virtual users (such as automated response programs) that can play automated response voices may be included as users by assigning user IDs to them.

[0016] The group table 1013 is a table that stores and manages information (group information) about groups to which users belong. Groups include any groups, such as companies, corporations, corporate groups, clubs, and various organizations. Groups may also be defined for more detailed subgroups, such as company departments (sales department, general affairs department, customer support department). The group table 1013 is a table having a group ID as a primary key, and columns of group ID, group name, group attribute, and priority. FIG. 6 is a diagram showing the data structure of the group table 1013. As shown in FIG.

[0017] The group ID is an item for storing group identification information for identifying a group. The group identification information is an item for storing a unique value for each group information. The group name is an item that stores the name of the group. Any character string can be set as the group name. The group attributes are items that store information about group attributes such as group type (company, corporate group, other organization, etc.) and industry (real estate, finance, etc.). The group attributes also include character strings for identifying group attributes such as a VIP-handling group, a malicious customer handling group, etc. In the present disclosure, by associating a group ID with a user stored in the user table 1012, the group attributes in the group table 1013 can be applied collectively to the user attributes of multiple users. The user attributes of a user may be treated as either the user attributes associated with the user in the user table 1012 or the group attributes associated via a group ID in the group table 1013, or both. The priority is an item for storing information that defines the priority of users belonging to a group. The priority is the same as the priority in the user table 1012, so a description thereof will be omitted. In the present disclosure, a priority can be assigned to each user in the user table 1012, or to each group to which the user belongs in the group table 1013. Note that a priority may be assigned to only one of each user or each group to which the user belongs. Furthermore, when a given user is assigned both a priority in the user table 1012 and a priority in the group table 1013 for the group to which the given user belongs, only one of the priorities may be used as the priority for the given user, or a higher or lower priority may be used as the priority for the given user.

[0018] The dialogue table 1014 is a table for storing and managing information (dialogue information) relating to a dialogue between a user and a customer. The dialogue table 1014 is a table having a dialogue ID as a primary key and columns of dialogue ID, user ID, customer ID, dialogue category, sending / receiving type, audio data, and video data. FIG. 7 is a diagram showing the data structure of the dialogue table 1014.

[0019] The dialogue ID is an item for storing dialogue identification information for identifying a dialogue. The dialogue identification information is an item for which a unique value is set for each piece of dialogue information. The user ID is an item for storing user identification information for identifying a user in a dialogue between a user and a customer. Multiple user IDs may be associated with each piece of dialogue information. The customer ID is an item for storing user identification information for identifying a customer in a dialogue between a user and a customer. The user IDs of multiple customers may be associated with each piece of dialogue information. The dialogue category is an item that stores the type (category) of dialogue between the user and the customer. The dialogue data is classified by the dialogue category. The dialogue category stores values ​​such as telephone user, telemarketing, customer support, and technical support depending on the purpose of the dialogue between the user and the customer. The sending / receiving type is an item that stores information to distinguish whether the conversation between the user and the customer was sent by the user (outbound) or received by the user (inbound). In addition, when a conversation involves three or more users, the sending / receiving type "room" is stored. The audio data field stores audio data collected by a microphone. It may also store reference information (path) to an audio data file located elsewhere. The audio data may be in any format, such as AAC, ATRAC, mp3, or mp4. The voice data may be in a format in which identifiers are set that allow the user's voice and the customer's voice to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's voice and the customer's voice. Furthermore, the user ID and the customer ID can be identified based on the user's and customer's voice data. In the present disclosure, moving image data including audio information may be used instead of audio data. Also, audio data in the present disclosure includes audio data included in moving image data. Video data is an item that stores video data captured by a camera or other device. It may also store reference information (path) to video data files located elsewhere. The video data may be in any format, such as MP4, MOV, WMV, AVI, or AVCHD. The video data may be in a format in which identifiers are set so that the user's video and the customer's video can be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's video and the customer's video. Furthermore, the user ID and customer ID can be identified based on the user's and customer's video data.

[0020] The label table 1015 is a table for storing and managing information about labels (label information). The label table 1015 is a table having columns for a conversation ID and label data. FIG. 8 is a diagram showing the data structure of the label table 1015.

[0021] The dialogue ID is an item for storing dialogue identification information for identifying a dialogue. The label data is an item for storing label information for managing dialogues. The label information is additional information for managing dialogue information, such as a classification name, label, classification label, tag, etc. The label data may be a character string indicating the name of the label information, or may be a label ID or the like for referencing the name of the label information stored in another table. The label data includes classification information according to the emotional state of the speaker in a particular dialogue. The classification data includes classification information for classifying the speaker's response in a particular dialogue as good or bad.

[0022] The voice section table 1016 is a table for storing and managing information (voice section information) relating to a plurality of voice sections included in the dialogue information. The voice segment table 1016 is a table having a segment ID as a primary key and columns of segment ID, dialogue ID, speaker ID, start date and time, end date and time, segment audio data, segment video data, and segment reading text. FIG. 9 is a diagram showing the data structure of the speech segment table 1016.

[0023] The section ID is an item for storing section identification information for identifying a speech section, and a unique value is set for each piece of speech section information. The dialogue ID is an item for storing dialogue identification information for identifying a dialogue to which the voice section information is associated. The speaker ID is an item for storing speaker identification information for identifying a speaker to which the voice section information is associated. Specifically, the speaker ID is an item for storing multiple user IDs and customer IDs that participated in the dialogue. The start date and time is an item for storing the start date and time of an audio section or a video section. The end date and time is an item for storing the end date and time of the audio section and the video section. The section audio data is an item that stores audio data included in an audio section. It may store reference information (path) for an audio data file located in another location. It may also store a reference to audio data for the period from the start date / time to the end date / time of the audio data in the dialogue table 1014 based on the start date / time and end date / time. The section audio data may also include audio data included in the section video data. The audio data may be in any format such as AAC, ATRAC, mp3, or mp4. The section video data is an item that stores video data included in the audio section. Reference information (path) for a video data file located in another location may also be stored. Furthermore, a reference to video data for the period from the start date / time to the end date / time of the video data in the dialogue table 1014 may also be stored based on the start date / time and the end date / time. The video data format can be any data format such as MP4, MOV, WMV, AVI, or AVCHD. The section reading text is an item that stores text information about the content spoken by a speaker in the section audio data included in the audio section. Specifically, the section reading text may be generated manually or by using a learning model such as any machine learning or deep learning based on the section audio data and section video data.

[0024] The customer table 1021 is a table for storing and managing information about customers (customer information). The customer table 1021 is a table having a customer ID as a primary key and columns of customer ID, customer name, telephone number, customer group ID, and customer attribute. FIG. 10 is a diagram showing the data structure of the customer table 1021.

[0025] The customer ID is an item that stores customer identification information for identifying a customer. The customer identification information is an item that has a unique value set for each piece of customer information. The customer name is an item for storing the name of the customer. Any character string can be set as the customer name. The telephone number is an item for storing the telephone number of the customer. The customer group ID is an item that stores customer group identification information for identifying a customer group. By storing one or more pieces of customer group identification information in association with each piece of customer information, it is possible to represent that a customer belongs to one or more customer groups. The customer attribute is an item that stores attribute information related to the attributes of a customer identified by a customer ID. For example, the customer attribute includes a character string for identifying an individual customer, such as a preferred member customer, a VIP customer, or a malicious customer.

[0026] The customer group table 1022 is a table for storing and managing information relating to customer groups (customer group information). The customer group table 1022 is a table having the customer group ID as a primary key, and columns of the customer group ID, customer group name, and customer attribute. FIG. 11 is a diagram showing the data structure of the customer group table 1022.

[0027] The customer group ID is an item for storing customer group identification information for identifying a customer group. The customer group identification information is an item for which a unique value is set for each piece of customer group information. The customer group name is an item for storing the name of the customer group. Any character string can be set as the customer group name. The customer attributes are items that store customer attributes related to the attributes of customers associated with the customer group ID. Specifically, the customer attributes include character strings that allow a user to identify the attributes of customers belonging to a customer group, such as "good customer," "special treatment," "complainer," and the area in which the customer lives. In the present disclosure, by associating a customer stored in the customer table 1021 with a customer group ID, the customer attributes in the customer group table 1022 can be applied collectively to the customer attributes of multiple customers. In addition, the customer attributes of a customer may be treated as either the customer attributes associated with the customer in the customer table 1021, or the customer attributes associated via the customer group ID in the customer group table 1022, or both.

[0028] The rule table 1023 is a table for storing and managing information (rule information) relating to rules for responding to inquiries from customers by telephone or the like. The rule table 1023 is a table having a rule ID as a primary key and having columns of rule ID, rule content, rule condition, and rule priority. FIG. 12 is a diagram showing the data structure of the rule table 1023. As shown in FIG.

[0029] The rule ID is an item that stores rule identification information for identifying a rule. The rule identification information is an item in which a unique value is set for each rule information. The rule content is an item for storing the content of the response rule. The rule contents include rules regarding the information contained in the customer table 1021 and the user table 1012, and include, for example, processing contents such as whether or not to execute processing to connect an incoming call from a customer to a user (operator) stored in the user table 1012, and whether or not to play an automated response voice to the customer when the call is not being received. The rule contents may also include rules regarding the content of inquiries from customers and the contact information for inquiries. The rule content may include a response rule such as specifying a specific user in the user table 1012 to receive the call when executing a process to connect a user, or the rule content may include a rule name corresponding to the rule ID. This allows incoming calls from customers to be connected to a specific operator for each rule information. Note that when specifying a user to connect to in the rule content, it is also possible to specify whether the priority is above a specific threshold, or to specify multiple users within a range based on user ID, user attributes, etc. Also, instead of specifying the user ID of the call destination in the rule content, it is also possible to set it so that an automated response voice is played to perform a specific computer-generated response. The rule content may include, for example, a response rule that when executing a process to connect a user, only users who have a predetermined user attribute or who are at a predetermined priority or higher are allowed to receive calls. This can prevent opportunity losses caused by, for example, an inexperienced user responding to a valuable customer. The rule condition is an item that stores the conditions for applying a response rule. The rule condition stores the application period of the response rule, including the date, time, day of the week, period, and time slot for applying the rule. For example, information about the period, such as "9:00 to 17:00 on weekdays" or "9:00 to 12:00 on weekends and holidays," is stored. The rule condition may also include conditions for any information contained in the customer table 1021, the customer group table 1022, and the user table 1012, such as the customer ID, customer attributes, customer group ID, customer attributes, user attributes, and priority. For example, the rule condition may include information for determining whether an inquiry is from a customer with specified attribute information, and the customer priority in the customer table 1021. The rule condition may also include priority information (rule priority) for identifying one or more specified rules to be applied when multiple rules can be applied. Rule priority is an item that stores information regarding the priority for applying the rule with the highest priority, or one or more rules with a predetermined priority or higher, when multiple rules can be applied.

[0030] <Configuration of the control unit 104 of the server 10> The control unit 104 of the server 10 includes a user registration control unit 1041 and a setting unit 1042. The control unit 104 executes an application program 1011 stored in the storage unit 101, thereby realizing each functional unit.

[0031] The user registration control unit 1041 performs processing to store information about users who wish to use the service according to the present disclosure in the user table 1012. The information stored in the user table 1012 is generated when a user opens a web page operated by a service provider from any information processing terminal, enters information into a predetermined input form, and transmits the information to the server 10. The user registration control unit 1041 stores the received information in a new record in the user table 1012, completing the user registration. This allows the user stored in the user table 1012 to use the service. Before the user registration control unit 1041 registers the user information in the user table 1012, the service provider may conduct a predetermined examination to restrict whether or not the user is permitted to use the service. The user ID may be any character string or number that can identify the user, any character string or number desired by the user, or may be automatically set by the user registration control unit 1041.

[0032] The setting unit 1042 executes the setting process, the details of which will be described later.

[0033] <Configuration of First User Terminal 20> The first user terminal 20 is an information processing device operated by a user who uses a service. The first user terminal 20 may be, for example, a desktop personal computer (PC) or a laptop PC, or may be a mobile terminal such as a smartphone or a tablet. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch terminal. The first user terminal 20 includes a storage unit 201 , a control unit 204 , an input device 206 , and an output device 208 .

[0034] <Configuration of the storage unit 201 of the first user terminal 20> The storage unit 201 of the first user terminal 20 includes a first user ID 2011 and an application program 2012 .

[0035] The first user ID 2011 stores user identification information of the operator. The operator transmits the first user ID 2011 from the first user terminal 20 to the voice server (PBX) 60. The voice server (PBX) 60 identifies the operator based on the first user ID 2011 and provides the operator with the service according to the present disclosure. The first user ID 2011 includes information such as a session ID temporarily assigned by the voice server (PBX) 60 to identify the operator using the first user terminal 20.

[0036] The application program 2012 may be stored in advance in the storage unit 201, or may be configured to be downloaded from a web server or the like operated by a service provider via a communication IF. The application programs 2012 include applications such as a web browser application. The application program 2012 includes an interpreted programming language such as JavaScript (registered trademark) that runs on a web browser application stored on the first user terminal 20.

[0037] <Configuration of the control unit 204 of the first user terminal 20> The control unit 204 of the first user terminal 20 includes an input control unit 2041 and an output control unit 2042. The control unit 204 executes an application program 2012 stored in the storage unit 201, thereby realizing each functional unit.

[0038] <Configuration of the input device 206 of the first user terminal 20> The input device 206 of the first user terminal 20 includes a camera 2061 , a microphone 2062 , a position information sensor 2063 , a motion sensor 2064 , and a keyboard 2065 .

[0039] <Configuration of the output device 208 of the first user terminal 20> The output device 208 of the first user terminal 20 includes a display 2081 and a speaker 2082 .

[0040] <Configuration of second user terminal 30> The second user terminal 30 is an information processing device operated by a customer who uses the service. The second user terminal 30 may be, for example, a mobile terminal such as a smartphone or tablet, a stationary personal computer (PC) or a laptop PC, or a wearable terminal such as a head mounted display (HMD) or a wristwatch terminal. The second user terminal 30 includes a storage unit 301 , a control unit 304 , an input device 306 , and an output device 308 .

[0041] <Configuration of the storage unit 301 of the second user terminal 30> The storage unit 301 of the second user terminal 30 includes an application program 3012 and a telephone number 3013 .

[0042] The application program 3012 may be stored in advance in the storage unit 301, or may be configured to be downloaded from a web server or the like operated by a service provider via a communication IF. Application programs 3012 include applications such as a web browser application. The application program 3012 includes an interpreted programming language such as JavaScript (registered trademark) that runs on a web browser application stored in the second user terminal 30.

[0043] <Configuration of the control unit 304 of the second user terminal 30> The control unit 304 of the second user terminal 30 includes an input control unit 3041 and an output control unit 3042. The control unit 304 executes an application program 3012 stored in the storage unit 301, thereby realizing each functional unit.

[0044] <Configuration of the input device 306 of the second user terminal 30> The input device 306 of the second user terminal 30 includes a camera 3061 , a microphone 3062 , a position information sensor 3063 , a motion sensor 3064 , and a touch device 3065 .

[0045] <Configuration of the output device 308 of the second user terminal 30> The output device 308 of the second user terminal 30 includes a display 3081 , a speaker 3082 , and a transmission unit 6041 .

[0046] The transmitting unit 6041 is a control unit that executes a process of transmitting evaluation data received from a user in the external server 60 to the server 10.

[0047] <Configuration of voice server (PBX) 50> The voice server (PBX) 50 is an information processing device that functions as a switch that enables a conversation between the first user terminal 20 and the second user terminal 30 by connecting the network N and the telephone network T to each other. The voice server (PBX) 50 includes a storage unit 501 .

[0048] <Configuration of the storage unit 501 of the voice server (PBX) 50> The storage unit 501 of the voice server (PBX) 50 includes an application program 5011 .

[0049] The application program 5011 is a program for causing the control unit 504 of the voice server (PBX) 50 to function as each functional unit. The application programs 5011 include applications such as a web browser application.

[0050] <System 1 Operation> Each process of the system 1 will be explained below. FIG. 13 is a flowchart showing the operation of the setting process. FIG. 14 is a flowchart showing the operation of the incoming call processing. FIG. 15 is an example of the first screen showing the operation of the setting process. FIG. 16 is a second example of a screen showing the operation of the setting process. FIG. 17 is a third example of a screen showing the operation of the setting process.

[0051] <Settings process> The setting process is a process for inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information in the information processing service according to the present disclosure. In the present disclosure, a setting process performed by a first user (operator) using the first user terminal 20 is disclosed as an example, but the setting process may be executed only by a specific user (administrator) with specific administrator authority. Also, any user stored in the user table 1012 may be able to execute the setting process. Also, the setting may be performed using a terminal for the setting process, or by sending a file containing predetermined setting information to the server 10.

[0052] <Configuration process overview> The setting process is a series of processes for inputting and editing operator information, inputting and editing customer information, inputting and editing customer group information, and inputting and editing rule information.

[0053] <Details of the setting process> The setting process will be described in detail below.

[0054] In step S101, the first user operates the input device 206 of the first user terminal 20 to input the URL of a page for executing setting processing (setting processing page) into a web browser or the like, and open the setting processing page. The control unit 204 of the first user terminal 20 sends a request to open the setting processing page to the server 10. The control unit 104 of the server 10 generates a setting processing page based on the received request and sends it to the first user terminal 20. The control unit 204 of the first user terminal 20 displays the received setting processing page on the display 2081 of the first user terminal 20.

[0055] The first user operates the input device 206 of the first user terminal 20 to input operator information included in the setting processing page, and presses a button to display the editing screen, thereby sending a request to the server 10 to input operator information and display the editing screen (first screen D1). The setting unit 1042 of the server 10 searches the user table 1012 and acquires the user ID, user name, priority, etc. The setting unit 1042 of the server 10 generates a first screen D1 that lists the acquired user ID, user name, priority, etc., and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 causes the display 2081 of the first user terminal 20 to display the received first screen D1.

[0056] 15 is an example of an operator information input and editing screen (first screen D1) showing the operation of the setting process. The first screen D1 includes user names D111, D112, D113, etc. for multiple users, priority levels D121, D122, D123, etc. for each user, and a user registration button D13. The first user can register a new operator in the user table 1012 by pressing the user registration button D13 and entering specified values ​​in the input fields for group ID, user name, priority, and available period contained in the dialog that is displayed.

[0057] In step S101, the setting unit 1042 of the server 10 executes a priority storing step of storing a priority in association with each of a plurality of users. Specifically, the first user can input and edit the priority D121, D122, D123, etc. for each user for each of the user names D111, D112, D113, etc. by operating the input device 206 of the first user terminal 20. In the present disclosure, as an example, a numerical value from 0 to 100 can be input as the priority. The control unit 204 of the first user terminal 20 transmits the input priorities D121, D122, D123, etc. to the server 10 together with the user IDs of the users corresponding to the respective input fields. The setting unit 1042 of the server 10 searches the user ID field in the user table 1012 based on the received user ID, and stores the input values ​​of the priorities D121, D122, D123, etc. in the priority field of the identified record. In this way, a priority is stored in association with each of the multiple users.

[0058] In step S101, the priority storing step may include a step of storing a priority group assigned to each of the plurality of users in association with each of the plurality of users for each priority. Specifically, the first user may set a priority group to which a predetermined priority is assigned to each of the user names D111, D112, D113, etc., by operating the input device 206 of the first user terminal 20. For example, priority group A with a priority value of 80 may be set for the users with the user names D111 and D112, and priority group B with a priority value of 60 may be set for the user with the user name D113. In this case, the control unit 204 of the first user terminal 20 transmits a character string of priority group identification information that identifies the priority group set for each user, together with the user ID of the corresponding user, to the server 10. The control unit 104 of the server 10 searches the user ID field in the user table 1012 based on the received user ID, and stores the character string of the priority group identification information in the priority or user attribute field of the identified record. Note that a priority value is associated with each piece of priority group identification information in a table or the like (not shown). As a result, a priority group is stored in association with each of a plurality of users, and a plurality of users can be efficiently managed by grouping them into priority groups.

[0059] In step S101, the setting unit 1042 of the server 10 executes an available period output step of outputting the available period acquired in the available period acquisition step to a calendar service operated by a business operator different from the computer. Specifically, the first user may be configured to be able to set the available period for each of the user names D111, D112, D113, etc. by inputting and editing an available period input field (not shown) by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the input available period for each user to the server 10 together with the user ID of the corresponding user. The setting unit 1042 of the server 10 searches the user table 1012 for the user ID field based on the received user ID, and stores the input value in the available period input field in the available period field of the identified record. The setting unit 1042 of the server 10 transmits the user ID and the data of the available period associated with the user ID to a predetermined calendar service. Based on the received user ID and available period, the calendar service stores reservation information related to the response service for the period specified based on the available period in the calendar of the user specified by the user ID. This allows the availability period registered by the user in the service of the present disclosure to be reflected as reservation information in the calendar service. The user can avoid the need to manually update (transfer) the availability period registered in the service of the present disclosure to the calendar service. The calendar service may include external calendar services such as Google Calendar and Microsoft Outlook. Furthermore, in the present disclosure, a configuration in which the first user inputs and edits the available periods of the agents has been described as an example, but a configuration in which each agent can input and edit their own available periods may also be used.

[0060] In step S102, the first user operates the input device 206 of the first user terminal 20 to press a button for displaying the customer information input and editing screen included in the setting processing page, thereby sending a request to the server 10 to display the customer information input and editing screen (second screen D2). The setting unit 1042 of the server 10 searches the customer table 1021 and acquires the customer ID, customer name, telephone number, customer group ID, and customer attributes. Based on the acquired customer group ID, the setting unit 1042 of the server 10 searches the customer group ID item in the customer group table 1022 and acquires the customer group name. The setting unit 1042 of the server 10 generates a second screen D2 including the acquired customer ID, customer name, telephone number, and customer group name, and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 causes the display 2081 of the first user terminal 20 to display the received second screen D2.

[0061] 16 is an example of a customer information input and editing screen (second screen D2) illustrating the operation of the setting process. The second screen D2 includes a customer name D211, a telephone number D221 for each customer, a customer group name D231, and a customer registration button D24 for each piece of customer information. Note that the second screen D2 may be configured to include customer attributes and priorities instead of or in addition to the customer group names. Note that the customer attributes of a customer may be either or both of the customer attributes associated with the customer in the customer table 1021 and the customer attributes associated via a customer group ID in the customer group table 1022.

[0062] The first user can input and edit the customer name D211, telephone number D221, and customer group name D231 by operating the input device 206 of the first user terminal 20. The first user presses the customer registration button D24 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the input customer name D211, telephone number D221, and customer group name D231 to the server 10. The setting unit 1042 of the server 10 stores the input values ​​of the customer name D211, telephone number D221, and customer group name D231 in the customer name, telephone number, and customer group fields of the new record in the customer table 1021. The setting unit 1042 of the server 10 assigns a new customer ID. The first user may also be configured to be able to input and edit the customer name D211, telephone number D221, and customer group name D231 already stored in the customer table 1021 by operating the input device 206 of the first user terminal 20. This allows the first user to input and edit customer information. The first user may also be able to input and edit customer attributes and priorities for each customer by operating the input device 206 of the first user terminal 20.

[0063] The setting unit 1042 of the server 10 executes an attribute storing step of storing customer attributes related to the attributes of a plurality of customers in association with each other. Specifically, the first user can edit the input field for the customer group name D231 by operating the input device 206 of the first user terminal 20, thereby associating and storing the customer group ID corresponding to each customer group name D231 for each customer. Each customer group ID is associated with a customer attribute via the customer group table 1022. As a result, the customer group table 1022 stores each of a plurality of customers in association with the customer attribute via the customer group ID.

[0064] In step S103, the first user operates the input device 206 of the first user terminal 20 to input customer group information included in the setting processing page, and presses a button to display the editing screen, thereby sending a request to the server 10 to input customer group information and display the editing screen. The setting unit 1042 of the server 10 searches the customer group table 1022 and acquires customer group information including the customer group ID, customer group name, and customer attributes. The setting unit 1042 of the server 10 generates a screen listing the acquired customer group ID, customer group name, and customer attributes, and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 causes the display 2081 of the first user terminal 20 to display the received screen.

[0065] The first user can input and edit the values ​​of the customer group name and customer attributes by operating the input device 206 of the first user terminal 20 and editing the input fields for the customer group name and customer attributes. For example, the first user can register new customer group information in the customer group table 1022 by operating the input device 206 of the first user terminal 20 and pressing a customer group addition button or the like. The control unit 204 of the first user terminal 20 transmits the input customer group name and customer attributes together with the customer group ID of the corresponding customer group to the server 10. The setting unit 1042 of the server 10 searches the customer group ID field in the customer group table 1022 based on the received customer group ID, and stores the input values ​​of the customer group name and customer attributes in the customer group name and customer attribute fields of the identified record. This allows customer group information to be input and edited.

[0066] In step S104, the first user operates the input device 206 of the first user terminal 20 to input rule information included in the setting processing page, and presses a button to display the editing screen, thereby sending a request to the server 10 to input rule information and display the editing screen (third screen D3). The setting unit 1042 of the server 10 searches the rule table 1023 and acquires rule information including a rule ID, rule content, and rule conditions. The setting unit 1042 of the server 10 searches the rule ID item of the customer group table 1022 based on the acquired rule ID and acquires a customer group ID and customer group name. The setting unit 1042 of the server 10 generates a third screen D3 that displays each of the acquired multiple pieces of rule information in association with the customer group name with which the rule information is associated, and transmits the generated third screen D3 to the first user terminal 20. The control unit 204 of the first user terminal 20 causes the display 2081 of the first user terminal 20 to display the received third screen D3.

[0067] 17 is an example of a rule information input and editing screen (third screen D3) illustrating the operation of the setting process. The third screen D3 includes multiple pieces of rule information D301, D302, D303,..., rule names D311, D312, D313,... for each of the multiple pieces of rule information, customer group names D321, D322, D323,... associated with each piece of rule information, a calendar D33, application periods D331, D332, D333,... for response rules included in the rule conditions for each piece of rule information, and a rule registration button D34. It is preferable that the rule information be composed of the rule content or information included in the rule conditions. The first user can register a new response rule in the rule table 1023 by pressing the rule registration button D34 and entering specified values ​​in the input fields where the rule content and rule conditions can be entered, which are included in the dialog that is displayed.

[0068] In step S104, the setting unit 1042 of the server 10 executes a rule presentation step of presenting each of the plurality of response rules stored in the rule storage step in a manner that makes it possible to identify the applicable period during which the response rule is applied. For example, the rule is presented in a manner that makes it possible to identify the applicable period during which an incoming call from a customer can be connected to the user. Specifically, on the third screen D3, the application periods D331, D332, D333, etc. of the plurality of rule information D301, D302, D303, etc. are drawn in a different color from the periods D341, D342, D343, etc. to which the rule information does not apply, with the calendar date and time as the axis. This allows the application periods D331, D332, D333, etc. to which the response rules apply to be presented to the first user in a visually identifiable manner.

[0069] The rule presentation step includes a step of presenting each of the multiple response rules stored in the rule table 1023 in the rule storage step in association with the attributes and dates and times associated and stored in the rule storage step, and a step of presenting each of the multiple response rules stored in the rule storage step so that the application period to which the response rule applies overlaps with the calendar. Specifically, on the third screen D3, multiple pieces of rule information D301, D302, D303, etc. are presented in association with attributes related to each rule, such as customer group names D321, D322, D323, etc., with the axis relative to date and time. Note that instead of or in addition to the customer group names D321, D322, D323, etc., attributes such as customer attributes and user attributes, predetermined flags, etc. may be included. This allows the first user to visually confirm which customer attributes each of the multiple pieces of rule information D301, D302, D303, . . . is associated with. Furthermore, application periods D331, D332, D333, . . . of the plurality of rule information D301, D302, D303, . . . are presented to the first user in a display mode in which they are superimposed on the calendar D33. This allows the first user to visually check multiple response rules that are applied to each managed object, such as a specific attribute, group, or flag, based on date and time, and the application period for each response rule, superimposed on the calendar. If there is a period to which none of the application periods D331, D332, D333, etc. is applied, or if the application periods D331, D332, D333, etc. overlap, a warning may be displayed on the calendar. For example, a warning rectangle in red, orange, etc. may be displayed for periods D341, D342, D343, etc. to which rule information is not applied.

[0070] In step S104, the setting unit 1042 of the server 10 executes a rule storage step of storing a response rule relating to a response in association with at least some of the multiple customer attributes. Specifically, the first user can input and edit the customer group information to be associated with the rule information by operating the input device 206 of the first user terminal 20 and inputting and editing the customer group name of the customer group information to be associated with the response rule in the input fields for customer group name D321, D322, D323, etc. Note that the information to be associated with the response rule is not limited to the customer group name, as long as it is possible to specify one or more pieces of information to identify the user who will respond on the date and time of an incoming call from the customer. For example, the response rule can include conditions for any information, such as the customer ID, customer attributes, customer group ID, customer attributes, user attributes, and priority, contained in the customer table 1021, customer group table 1022, and user table 1012. The control unit 204 of the first user terminal 20 transmits the customer group ID corresponding to the input / edited customer group name to the server 10, along with the rule ID of the rule information to be input / edited. The setting unit 1042 of the server 10 searches the rule ID item in the rule table 1023 based on the received rule ID, and stores the condition related to the customer group information in the rule condition item of the identified record. As a result, the customer attributes of the customer group information identified by the customer group ID are stored in association with the rule information.

[0071] In step S104, the rule storage step includes a step of storing each of the response rules in association with an application period during which the response rule is applied. Specifically, the first user can input and edit the applicable periods D331, D332, D333, ... by operating the input device 206 of the first user terminal 20, thereby inputting and editing the applicable periods of the rule information. For example, the first user can visually edit the application range of the applicable periods D331, D332, D333, ... on the calendar D33 by selecting and moving the right end or left end of the applicable periods D331, D332, D333, ... by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the input and edited application period to the server 10 together with the rule ID of the rule information to be edited. The setting unit 1042 of the server 10 searches the rule ID field in the rule table 1023 based on the received rule ID, and stores the received information about the application period in the rule condition field of the identified record. This allows the first user to edit the application period of each response rule stored in the rule table 1023.

[0072] In step S104, the setting unit 1042 of the server 10 executes a notification step of issuing a notification indicating that there are no available users if there are no available users during the applicable period stored in association with each of the response rules stored in the rule storage step. Specifically, the setting unit 1042 of the server 10 searches the available period item of the user table 1012 for each piece of rule information D301, D302, D303, etc., based on the applicable periods D331, D332, D333, etc., and determines whether there is a user who is available to respond to an incoming call from a customer whose available period falls within the applicable periods D331, D332, D333, etc. When searching for available users, if the rule contents of the rule information D301, D302, D303, etc. include a rule that only users with a predetermined priority or higher are allowed to receive calls, the setting unit 1042 of the server 10 determines whether or not there are users with a predetermined priority or higher within the applicable period. If it is determined that no user is available, the setting unit 1042 of the server 10 notifies the first user of a message indicating that no user is available. Furthermore, on the third screen D3, applicable periods D3311, D3321, D3331... in which no users are available are drawn in a color different from the applicable periods D331, D332, D333.... This allows the first user to visually identify applicable periods in which no users are available. This allows the first user to visually and intuitively confirm periods in which no users are available. For example, the first user can adjust the rules or adjust the user's work shifts so that no applicable periods in which no users are available occur.

[0073] In step S104, the rule storage step includes a step of storing response rules for connecting calls from specified customers to specified users, and a step of associating and storing conditions regarding the priority of users to be connected to each response rule. Specifically, the first user can display a dialog for inputting and editing the rule contents for each rule information by operating the input device 206 of the first user terminal 20 and selecting the rule information D301, D302, D303, etc. The first user can set, for each rule information, by operating the input device 206 of the first user terminal 20, the process to be performed, such as whether or not to connect a call from a customer to a user stored in the user table 1012, and whether or not to play an automatic response voice to the customer when the customer is not at home. Furthermore, by storing rule contents for each piece of rule information D301, D302, D303, etc., it is possible to set response rules that, when an incoming call from a specific customer is received, identify a specific user to whom the incoming call from that customer should be connected based on specific rule information or rule conditions. Note that, if multiple rules are applicable to an incoming call from a customer, one or more rules to be applied may be identified based on predetermined rule priorities, and the specific user may be identified based on the identified rules. Furthermore, the rule that is applied may be the one that is displayed at the top of the third screen D3 as the rule with the highest rule priority. Furthermore, the rule content for each rule information may include a response rule that when executing the process of connecting an incoming call from a customer to a user, only users with a predetermined priority or higher are allowed to receive the call. This allows, for example, only users with a priority higher than a predetermined value to be connected to a valued customer. Similarly, a response rule that only users in a predetermined priority group are allowed to receive an incoming call from a customer may be included.

[0074] In step S104, the setting unit 1042 of the server 10 executes a priority presenting step of presenting each of the plurality of response rules stored in the rule storing step in a manner that allows identification for each priority of the user to be connected. Specifically, on the third screen D3, when there are available users for each of the applicable periods D331, D332, D333, for a plurality of pieces of rule information D301, D302, D303, etc., the applicable periods D331, D332, D333, etc. may be drawn in different colors in a visually distinguishable manner according to the priority values ​​of the available users. Note that when there are multiple available users for each of the applicable periods D331, D332, D333, etc., the maximum or minimum value of the priority for each user may be used as the priority for the applicable periods D331, D332, D333, etc. For example, the transparency of the application periods D331, D332, D333, etc. may be set according to the priority value. For example, the lower the priority, the higher the transparency of the application periods D331, D332, D333, etc. may be set. As a result, the application periods D331, D332, D333, etc. with low priority are drawn as drawing objects with a visually lighter color. Furthermore, priority values ​​D3312, D3322, D3332... may be drawn over the applicable periods D331, D332, D333.... This allows the first user to associate the priority values ​​of available users for each of the multiple applicable periods D331, D332, D333... in a visually identifiable manner. This allows the first user to visually check what priority level a user is assigned to for each response rule and applicable period. If there are multiple available users, the first user can check the minimum priority level of the available users assigned to the customer by displaying the minimum priority level of the available users.

[0075] In step S104, the setting unit 1042 of the server 10 executes an attribute presentation step in which each of the multiple customer attributes stored in the attribute storage step is presented in association with information regarding the priority of available users identified based on the response rules associated with the customer attributes. On the third screen D3, by drawing priority values ​​D3312, D3322, D3332... for multiple pieces of rule information D301, D302, D303..., the first user can visually confirm the priority values ​​of available users for each customer group name D321, D322, D323... (customer attribute). Note that values ​​other than priority values ​​may also be displayed in the rule information. For example, partial information on rule conditions or notes on rules may be displayed. Furthermore, instead of displaying specific information, colors, shapes, etc. may be used, or a combination of these may be used. This allows you to visually confirm that only users with a priority below a predetermined value (e.g., "priority 60") are available to respond to customers whose customer attributes are good customers, and by adjusting the available periods (work shifts) of other users (e.g., "priority 80"), it is possible to ensure that only suitable users with a priority above a predetermined value are connected to calls from good customers.

[0076] In step S104, the setting unit 1042 of the server 10 executes an attribute presentation step in which each of the multiple customer attributes stored in the attribute storage step is presented in association with a priority group of available users identified based on the response rules associated with the customer attributes. Specifically, on the third screen D3, for a plurality of pieces of rule information D301, D302, D303, etc., priority groups of available users may be presented instead of priority values ​​D3312, D3322, D3332, etc. For example, if there are a plurality of available users for each applicable period D331, D332, D333, etc., the priority group with the highest or lowest priority among the plurality of priority groups associated with the plurality of users may be adopted. For example, by presenting the lowest priority group among multiple priority groups of available users, the first user can confirm the lowest priority group of available users for each customer attribute. This allows visual confirmation that only users in a priority group (e.g., "Rank C") with a priority below a predetermined value are available to serve customers whose customer attributes are good customers, and by adjusting the available periods (work shifts) of users associated with other priority groups (e.g., "Rank A") with a priority above a predetermined value, it is possible to connect good customers only to suitable users with a priority above a predetermined value.

[0077] In this disclosure, the setting process is described as being configured to execute the process in the following order: input and editing of operator information, input and editing of customer information, input and editing of customer group information, and input and editing of rule information. However, the present disclosure is not limited to this. For example, the input and editing of operator information, input and editing of customer information, input and editing of customer group information, and input and editing of rule information may be configured to be executed at any time as separate, independent processes. Furthermore, the execution order of these processes may be reversed.

[0078] <Interactive processing> The following describes the process of receiving an incoming call from a first user (operator) to a second user (customer) and the process of making an outgoing call from the first user (operator) to the second user (customer), which enables the first user and the second user to interact with each other. The methods by which the first user and the second user can interact with each other are not limited to these. For example, the process of the first user interacting with the second user will be described as room interaction processing, which is a process of multiple users interacting in a virtual interaction space called a room. The invention disclosed herein can be applied to incoming call processing, outgoing call processing, and any other method for enabling a first user and a second user to interact with each other.

[0079] <Incoming call processing> The incoming call process is a process in which the user receives an incoming call (a call) from a customer.

[0080] <Outline of incoming call processing> The incoming call processing is a series of processes that, when a customer calls the user while the user has an application running on the first user terminal 20, identify the response rule to be applied to the customer, execute the incoming call determination process based on the identified response rule, and execute the process of connecting to the user depending on the determination result. In this disclosure, the processing of an incoming call via telephone will be described as an example, but the present disclosure can also be applied to processing of an incoming call using any online interactive service or the like.

[0081] <Incoming call processing details> The following describes the incoming call processing of the system 1 when the user receives a call from a customer.

[0082] When the user receives a call from a customer, the following process is executed in the system 1.

[0083] In step S301, the user operates the first user terminal 20 to launch a web browser and access the website of the CRM service provided by the CRM system 50. At this time, it is assumed that the user is logged in to the CRM system 50 using their own account in the web browser and is on standby. Note that the user only needs to be logged in to the CRM system 50, and may also be performing other tasks related to the CRM service.

[0084] In step S302, the customer operates the second user terminal 30, inputs a predetermined telephone number assigned to the voice server (PBX) 50, and makes a call to the voice server (PBX) 50. The voice server (PBX) 50 receives the call made by the second user terminal 30 as an incoming call event. The voice server (PBX) 50 transmits an incoming call event to the server 10. Specifically, the voice server (PBX) 50 transmits an incoming call request including the customer's telephone number 3011 to the server 10.

[0085] In step S303, the control unit 104 of the server 10 executes a communication reception step of receiving a communication from a predetermined customer. Specifically, the control unit 104 of the server 10 searches the telephone number field of the customer table 1021 based on the received customer telephone number 3011, and acquires customer information including the customer ID, customer name, and customer group ID.

[0086] In the present disclosure, a configuration in which the second user is identified based on the customer's telephone number 3011 has been described as an example, but the present disclosure is not limited to this. For example, in an arbitrary online interactive service, the configuration may be such that customer information in the customer table 1021 is identified based on arbitrary identification information (such as the second user ID 3011) received from the second user. In this case, steps S303 to S306 may also be executed based on the identified customer information. Online interaction services include Zoom, Google Meet, Microsoft Teams, LINE, WhatsApp, Skype, WeChat, Slack, Chatwork, Facebook Messenger, etc.

[0087] In step S303, the control unit 104 of the server 10 executes a rule identification step in which, in response to a communication from a specified customer accepted in the communication acceptance step, a specified response rule stored in association with the specified customer attribute in the rule storage step is identified based on the specified customer attribute stored in association with the specified customer in the attribute storage step. Specifically, the control unit 104 of the server 10 searches the rule condition item of the rule table 1023 based on the acquired customer information and customer group information associated with the customer, and acquires the rule ID of the rule information whose rule condition satisfies the customer information and customer group information. Based on the acquired rule ID, the control unit 104 of the server 10 searches the rule ID item of the rule table 1023, and acquires and specifies rule information including the rule content and rule conditions. When multiple pieces of rule information are identified, the control unit 104 of the server 10 may identify only the most recent piece of rule information among the multiple pieces of rule information, or may identify the rule conditions and rule contents of the multiple pieces of rule information as the rule conditions and rule contents.

[0088] <Incoming call determination process (first embodiment)> In step S304, the control unit 104 of the server 10 executes a communication processing step for processing the communication received from the predetermined customer based on the predetermined response rule identified in the rule identification step. Specifically, the control unit 104 of the server 10 determines whether the date and time when the call from the customer was received, the customer attributes, etc., satisfy the rule conditions. If the control unit 104 of the server 10 determines that the rule conditions are satisfied, it executes the process stored in the rule contents. On the other hand, if the control unit 104 of the server 10 determines that the rule conditions are not satisfied, it does not execute the process stored in the rule contents.

[0089] The communication processing step includes a step of processing the communication based on a predetermined response rule when the date and time of communication from a specified customer is included in the applicable period, and a step of processing the communication differently from the processing based on the predetermined response rule when the date and time of communication from the specified customer is not included in the applicable period. Specifically, when the rule conditions include a condition related to the applicable period for applying the response rule, the control unit 104 of the server 10 determines that the rule conditions are met if the date and time of the incoming call is included in the applicable period. On the other hand, when the date and time of the incoming call is not included in the applicable period, the control unit 104 of the server 10 determines that the rule conditions are not met.

[0090] In step S304, the communication processing step includes a step of performing processing to connect communication from a specified customer to a specified user when the date and time of communication from the specified customer is included in the applicable period, and a step of performing processing different from the processing to connect communication from the specified customer to a specified user when the date and time of communication from the specified customer is not included in the applicable period. Specifically, when the rule content includes a process for connecting an incoming call from a customer to a user, if the control unit 104 of the server 10 determines that the rule conditions are satisfied, the control unit 104 executes a process for connecting the incoming call from the customer to the user. On the other hand, if the control unit 104 of the server 10 determines that the rule conditions are not satisfied, the control unit 104 executes a process for not connecting the incoming call from the customer to the user. If it is determined that the rule conditions are not satisfied, the control unit 104 of the server 10 may play an automatic response voice or the like to the customer. Alternatively, if it is determined that the rule conditions are not satisfied, the control unit 104 of the server 10 may not execute any processing. Note that processing that is different from processing for incoming calls includes any processing that does not execute processing to connect an incoming call from a predetermined customer to a predetermined user, and also includes, for example, not executing any processing (processing that does nothing).

[0091] In step S304, the communication processing step includes a step of identifying multiple user candidates to which a communication from a specified customer can be connected, a step of identifying one or more user candidates from the multiple user candidates for whom the date and time of communication from the specified customer falls within the available period, and a step of performing processing to connect to the specified user based on the priority of the one or more user candidates. Specifically, the control unit 104 of the server 10 searches the available period in the user table 1012 based on the date and time of communication from the customer, and obtains user information including the user ID and priority of one or more user candidates whose available period includes the date and time of the call from the customer. When the control unit 104 of the server 10 acquires information about multiple users, the control unit 104 may specify the user with the highest priority as the predetermined user to which the incoming call from the customer should be connected. Alternatively, the control unit 104 may specify the predetermined user by excluding users who are currently on a call and cannot answer the incoming call from the customer.

[0092] In step S304, the communication processing step includes a step of performing processing to connect to a predetermined user based on the priority stored in association with a predetermined response rule. Specifically, if the acquired rule content includes a response rule such as allowing only users with a predetermined priority or higher to receive incoming calls, the control unit 104 of the server 10 may identify a predetermined user to whom an incoming call from a customer should be connected from among multiple user candidates with a predetermined priority or higher.

[0093] In addition, the control unit 104 of the server 10 may randomly identify a specific user from the multiple acquired user candidates, or may take into consideration indicators such as the busyness level of each user, to which an incoming call from a customer should be connected.

[0094] <Incoming call determination process (second embodiment)> In step S304, the control unit 104 of the server 10 executes an available period acquisition step of acquiring the available period during which the predetermined user is available to respond to conversations with customers from a calendar service operated by a business operator different from the computer. Specifically, the control unit 104 of the server 10 searches the user table 1012 to acquire the user IDs of the user candidates. Note that, if the acquired rule content includes a response rule such that calls are only accepted by users with a predetermined priority or higher, the control unit 104 of the server 10 may identify a predetermined user to whom an incoming call from a customer is to be connected from among the multiple user candidates who have a predetermined priority or higher. The control unit 104 of the server 10 transmits a request to an external calendar service to acquire schedule information for each user ID based on the acquired user IDs of the user candidates. The setting unit 1042 of the server 10 may be configured to transmit a request to an external calendar service to acquire available periods for each acquired user ID. When the external calendar service receives the request, it acquires the schedule information stored in association with the received user ID based on the received user ID and transmits it to the server 10. The schedule information includes the schedule title text, description text, event period (start date and time, end date and time), participant information, event location, priority, whether or not the schedule can be made public, and other information.

[0095] The available period obtaining step executes a step of obtaining the available period based on the contents of the schedule information stored in association with the user in the calendar service. Specifically, the control unit 104 of the server 10 identifies reservation information that includes a predetermined character string such as "available period" in the title text or description text included in the reservation information obtained from an external calendar service as reservation information related to the user's available period. The control unit 104 of the server 10 identifies the event period of the identified reservation information as the available period for the reservation information. This allows the control unit 104 of the server 10 to identify the available period for each user based on the reservation information for each user. Note that, although the present disclosure has disclosed an example of a configuration in which reservation information related to available periods is identified based on the title text or description text, the available period for each user may also be identified by analyzing any information included in the reservation information.

[0096] The external calendar service may be configured to directly transmit information regarding the available periods for each user ID to the server 10 in response to a request to obtain the available periods for each user ID. In this case, the control unit 104 of the server 10 can obtain the available periods for each user ID of the user candidate without analyzing the reservation information.

[0097] The setting unit 1042 of the server 10 compares the date and time of communication from the customer with the available period for each user ID of the user candidate, and identifies a specified user to whom the communication from the customer should be connected from among the user IDs of the user candidate whose available period includes the date and time of communication from the customer. As in the incoming call determination process (first embodiment), a configuration may be adopted in which a predetermined user to which a communication from a customer is to be connected is identified taking into consideration the priority of the rule conditions and the priority of the user candidates.

[0098] In the present disclosure, a case where the first user is specified as the predetermined user to connect the incoming call from the customer is disclosed as an example. Note that the predetermined user to connect the incoming call from the customer does not have to be the first user, and any user (operator) stored in the user table 1012 may be specified as the connection target.

[0099] The server 10 transmits an incoming call request to the first user terminal 20 via the CRM system 50. In response to this, the first user terminal 20 controls the speaker 2082 etc. to make a sound indicating that an incoming call is being received by the voice server (PBX) 50. The display 2081 of the first user terminal 20 displays information indicating that an incoming call is being received from the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Incoming call".

[0100] The control unit 104 of the server 10 terminates the process if it determines that the rule conditions are not met, or if there is no specific user to connect the call from the customer and the user cannot be identified. In this case, the control unit 104 of the server 10 may output to the customer's second user terminal 30 an automated voice response for when the customer is not at home, and a voice message informing the customer of the available period based on the applicable period of the rule conditions.

[0101] In step S305, the first user terminal 20 accepts a response operation by the user. The response operation is realized, for example, by the user lifting a receiver (not shown) on the first user terminal 20, or by the user operating the mouse 2066 to press a button labeled "Answer the call" on the display 2081 of the first user terminal 20. When the first user terminal 20 receives the response operation, it transmits a response request to the voice server (PBX) 50 via the CRM system 50 and the server 10. The voice server (PBX) 50 receives the transmitted response request and establishes voice communication. This enables the first user terminal 20 to interact with the second user terminal 30. The display 2081 of the first user terminal 20 displays information indicating that a conversation is taking place. For example, the display 2081 of the first user terminal 20 may display the words "dialogue in progress."

[0102] <Interactive Amnestic Processing> In step S306, a dialogue storage process is executed, which stores data relating to a dialogue between a user and a customer.

[0103] <Outline of interactive memory processing> The dialogue storage process is a series of processes for storing data relating to a dialogue in the dialogue table 1014 when a dialogue is started between a user and a customer.

[0104] <Details of interactive memory processing> When a conversation between a user and a customer begins, the voice server (PBX) 50 records voice data relating to the conversation between the user and the customer and transmits it to the server 10. When the control unit 104 of the server 10 receives the voice data, it creates a new record in the conversation table 1014 and stores the data relating to the conversation between the user and the customer. Specifically, the control unit 104 of the server 10 stores the user ID, customer ID, conversation category, call reception / transmission type, and the content of the voice data in the new record in the conversation table 1014.

[0105] The control unit 104 of the server 10 acquires the first user ID 2011 of the user from the first user terminal 20 during the outgoing call processing or incoming call processing, and stores it in the user ID field of the new record in the dialogue table 1014. The control unit 104 of the server 10 queries the CRM system 50 based on the telephone number during outgoing call processing or incoming call processing. The CRM system 50 searches the customer table 5012 by telephone number to obtain the customer ID and transmits it to the server 10. The control unit 104 of the server 10 stores the obtained customer ID in the customer ID field of a new record in the dialogue table 1014. The control unit 104 of the server 10 stores the dialogue category value set in advance for each user or customer in the dialogue category field of the new record in the dialogue table 1014. Note that the dialogue category may also be stored by the user selecting and inputting a value for each dialogue. The control unit 104 of the server 10 identifies whether the ongoing conversation was initiated by the user or the customer, and stores either the value of outbound (initiated by the user) or inbound (initiated by the customer) in the incoming / outgoing call type field of the new record in the conversation table 1014.

[0106] The control unit 104 of the server 10 stores the voice data received from the voice server (PBX) 50 in the voice data field of a new record in the dialogue table 1014. Note that the voice data may be stored as a voice data file in another location, and reference information (path) for the voice data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the voice data after the dialogue ends.

[0107] Furthermore, in the video dialogue service, the control unit 104 of the server 10 stores video data received from the first user terminal 20 and the second user terminal 30 in the video data item of a new record in the dialogue table 1014. Note that the video data may be stored as a video data file in another location, and reference information (path) for the video data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the video data after the dialogue ends.

[0108] The control unit 104 of the server 10 executes a voice extraction step of extracting a plurality of section voice data for each utterance section from the voice data received in the receiving step. Specifically, the control unit 104 of the server 10 acquires (accepts) the dialogue ID, audio data, and video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects sections (utterance sections) in which speech sounds are continuously present from the acquired (accepted) audio data and video data, and extracts the audio data and video data for each utterance section as section audio data and section video data, respectively. For example, the section audio data and section video data may be extracted by dividing the audio data and video data by silent sections in which no speech sounds are present. Alternatively, the section audio data and section video data may be extracted by dividing the audio data and video data into sentence units such as segments, sentences, and paragraphs for the content of speech contained in the audio data and video data. The section audio data and section video data are associated with the speaker's user ID, the start date and time of the utterance section, and the end date and time of the utterance section for each utterance section. The control unit 104 of the server 10 performs text recognition on the extracted speech content of the section audio data and section video data, converting the section audio data and section video data into section read-aloud text, which is characters (text), and transcribing it. Note that the specific method of text recognition is not particularly limited. For example, conversion may be performed using signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.

[0109] The control unit 104 of the server 10 stores the dialogue ID to be processed, the speaker's user ID (first user ID 2011 or second user ID 3011), start date and time, end date and time, section audio data, section video data, and section reading text in the dialogue ID, speaker ID, start date and time, end date and time, section audio data, section video data, and section reading text fields of a new record in the audio section table 1016, respectively.

[0110] The section reading text for each speech section of the voice data is stored as continuous time-series data in association with the start date and time and the speaker in the voice section table 1016. By checking the section reading text stored in the voice section table 1016, the user can check the dialogue content as text information without checking the content of the voice data.

[0111] In addition, during the text recognition process, information that is meaningless in understanding the conversation between the user and the customer, such as fillers contained in the text, may be excluded from the text in advance, and the speech recognition information may be stored in the speech segment table 1016.

[0112] <Outgoing call processing> The outgoing call process is a process in which a user (first user) makes an outgoing call (call) to a customer (second user).

[0113] <Outline of outgoing call processing> The call processing is a series of processes in which the user selects a customer to whom he / she wishes to make a call from among multiple customers displayed on the screen of the first user terminal 20, and performs a call operation to make a call to the customer. In the present disclosure, a case in which a second user is selected as a customer will be described as an example.

[0114] <Details of outgoing call processing> The call processing of the system 1 when a user calls a customer will be described.

[0115] When a user makes a call to a customer, the following process is executed in the system 1.

[0116] The user operates the first user terminal 20 to launch a web browser and access the website of the CRM service provided by the CRM system 50. The user can display a list of his / her own customers on the display 2081 of the first user terminal 20 by opening a customer management screen provided by the CRM service. Specifically, the first user terminal 20 transmits a request to display a list of CRMIDs 2013 and customers to the CRM system 50. Upon receiving the request, the CRM system 50 searches the customer table 5012 and transmits information about the user's customers, such as customer IDs, names, telephone numbers, customer attributes, customer organization names, and customer organization attributes, to the first user terminal 20. The first user terminal 20 displays the received information about the customers on the display 2081 of the first user terminal 20.

[0117] The user presses and selects a customer (second user) to whom they wish to make a call from the list of customers displayed on the display 2081 of the first user terminal 20. With the customer selected, the user presses the "Call" button or the phone number button displayed on the display 2081 of the first user terminal 20 to send a request including the phone number to the CRM system 50. The CRM system 50, which receives the request, sends the request including the phone number to the server 10. The server 10, which receives the request, sends a call request to the voice server (PBX) 50. When the voice server (PBX) 50 receives the call request, it makes a call (call) to the second user terminal 30 based on the received phone number.

[0118] In response to this, the first user terminal 20 controls the speaker 2082 etc. to make a sound indicating that a call is being made (a call) by the voice server (PBX) 50. In addition, the display 2081 of the first user terminal 20 displays information indicating that a call is being made (a call) to the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Calling".

[0119] The customer can place the second user terminal 30 in a conversation-enabled state by lifting the receiver (not shown) of the second user terminal 30 or pressing an "answer" button or the like that is displayed on the input device 306 of the second user terminal 30 when a call arrives. In response to this, the voice server (PBX) 50 transmits information indicating that a response has been made by the second user terminal 30 (hereinafter referred to as a "response event") to the first user terminal 20 via the server 10, the CRM system 50, etc. As a result, the user and the customer are able to interact using the first user terminal 20 and the second user terminal 30, respectively, and can converse with each other. Specifically, the user's voice collected by the microphone 2062 of the first user terminal 20 is output from the speaker 3082 of the second user terminal 30. Similarly, the customer's voice collected by the microphone 3062 of the second user terminal 30 is output from the speaker 2082 of the first user terminal 20.

[0120] When the display 2081 of the first user terminal 20 becomes ready for interaction, it receives the response event and displays information indicating that an interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the words "Responding."

[0121] <Room Interaction> One method is to create a virtual conversation space called a room on the server 10 for a conversation between a first user and a second user, and have the first user and second user access the room via a web browser or application program stored in the first user terminal 20 and the second user terminal 30, thereby enabling conversation. In this case, the voice server (PBX) 50 is not required. Specifically, a first user who will be the host of the conversation operates the input device 206 of the first user terminal 20 to send a request to the server 10 to hold a conversation. Upon receiving the request, the control unit 104 of the server 10 issues room identification information such as a unique room ID and sends a response to the first user terminal 20. The first user then sends the received room identification information to the second user, the conversation partner, via any communication means such as email or chat. The first user can enter the room by operating the input device 206 of the first user terminal 20, accessing a URL that provides a room-related service on the server 10 using a web browser or the like, and entering the room identification information. Similarly, the second user can enter the room by operating the input device 306 of the second user terminal 30, accessing a URL that provides a room-related service on the server 10 using a web browser or the like, and entering the room identification information. This allows the first user and the second user to engage in a conversation via the first user terminal 20 and the second user terminal 30, respectively, in a virtual conversation space called a room, which is associated by the room identification information. By inputting room identification information, one or more other users can enter a single room in addition to the first and second users. This allows three or more users to converse via their respective user terminals in a virtual conversation space called a room, which is associated by the room identification information.

[0122] In the room interactive processing, an incoming call from the second user can be identified not by the telephone number in the incoming call processing but by the second user identification information, etc. In the room interactive processing, the second user is identified by the second user identification information, and by executing the same processing as steps S303 and S304 in the incoming call processing, it is possible to determine the rule conditions and execute the processing of determining and denying the second user's entry into the room based on the rule contents. Furthermore, the information processing terminal of a predetermined user (operator) may be controlled to enter the room according to the content of the rules. This allows the predetermined operator to enter the room in response to the entry of a second user, thereby realizing a dialogue between the customer and the operator.

[0123] <Video Dialogue> The system 1 in the present disclosure may provide an online interactive service (video interactive service) including video data. For example, the control unit 204 of the first user terminal 20 and the control unit 304 of the second user terminal 30 transmit video data captured by the camera 2061 of the first user terminal 20 and the camera 3061 of the second user terminal 30, respectively, to the server 10. Based on the received video data, the server 10 transmits video data captured by the camera 2061 of the first user terminal 20 to the second user terminal 30, and transmits video data captured by the camera 3061 of the second user terminal 30 to the first user terminal 20. The control unit 204 of the first user terminal 20 displays the received video data captured by the camera 3061 of the second user terminal 30 on the display 2081. The control unit 304 of the second user terminal 30 displays the received video data captured by the camera 2061 of the first user terminal 20 on the display 3081. The server 10 may transmit video data of some or all of the multiple users participating in the online dialogue to the first user terminal 20 and the second user terminal 30. In this case, the control unit 204 of the first user terminal 20 displays the received video data of some or all of the multiple users participating in the online dialogue on a single screen on the display 2081 of the first user terminal 20. This allows the dialogue status of the multiple users participating in the online dialogue to be confirmed. A similar process may also be performed in the second user terminal 30.

[0124] In the outgoing call processing and room interaction processing, when an interaction between the user and the customer is started, an interaction storage process is executed in the same manner as in the incoming call processing. The interaction storage process is the same as step S306 in the incoming call processing, and therefore its explanation is omitted.

[0125] The room interaction process may be performed by an online conference service operated by a different company from the information processing service according to the present disclosure. Examples of online conference services include Zoom, Google Meet, and Microsoft Teams.

[0126] <Basic computer hardware configuration> 18 is a block diagram showing the basic hardware configuration of a computer 90. The computer 90 includes at least a processor 901, a main memory device 902, an auxiliary memory device 903, and a communication IF 991 (interface), which are electrically connected to one another by a communication bus 921.

[0127] The processor 901 is hardware for executing an instruction set written in a program, and is composed of an arithmetic unit, registers, peripheral circuits, and the like.

[0128] The main memory device 902 is used to temporarily store programs, data to be processed by the programs, etc. For example, it is a volatile memory such as a DRAM (Dynamic Random Access Memory).

[0129] The auxiliary storage device 903 is a storage device for saving data and programs, such as a flash memory, a hard disk drive (HDD), a magneto-optical disk, a CD-ROM, a DVD-ROM, or a semiconductor memory.

[0130] The communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using wired or wireless communication standards. The network is composed of the Internet, a LAN, various mobile communication systems constructed by wireless base stations, etc. For example, the network includes 3G, 4G, and 5G mobile communication systems, LTE (Long Term Evolution), and wireless networks (e.g., Wi-Fi (registered trademark)) that can connect to the Internet via a predetermined access point. In the case of a wireless connection, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), and Bluetooth (registered trademark). In the case of a wired connection, the network also includes a direct connection using a USB (Universal Serial Bus) cable, etc.

[0131] It should be noted that the computer 90 can be virtually realized by distributing all or part of each hardware configuration across multiple computers 90 and interconnecting them via a network. In this way, the computer 90 is a concept that includes not only a computer 90 housed in a single housing or case, but also a virtualized computer system.

[0132] <Basic functional configuration of computer 90> The following describes the functional configuration of a computer realized by the basic hardware configuration (FIG. 18) of the computer 90. The computer includes at least the functional units of a control unit, a storage unit, and a communication unit.

[0133] The functional units of the computer 90 can also be realized by distributing all or part of the functional units among multiple computers 90 interconnected via a network. The computer 90 is a concept that includes not only a single computer 90 but also a virtualized computer system.

[0134] The control unit is realized by the processor 901 reading out various programs stored in the auxiliary storage device 903, expanding them in the main storage device 902, and executing processing in accordance with the programs. The control unit can realize functional units that perform various types of information processing depending on the type of program. In this way, the computer is realized as an information processing device that performs information processing.

[0135] The storage unit is realized by a main storage device 902 and an auxiliary storage device 903. The storage unit stores data, various programs, and various databases. Furthermore, the processor 901 can allocate a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 in accordance with the programs. Furthermore, the control unit can cause the processor 901 to execute processes for adding, updating, and deleting data stored in the storage unit in accordance with the various programs.

[0136] A database refers to a relational database, which manages data sets called masters and tables in a tabular format structurally defined by rows and columns, by relating them to each other. In a database, a table is called a table, a master, a column in a table is called a column, and a row in a table is called a record. In a relational database, relationships between tables and masters can be set and associated. Typically, each table and each master has a column set as a primary key to uniquely identify a record, but setting a primary key to a column is not essential. The control unit can cause the processor 901 to add, delete, or update records in specific tables and masters stored in the storage unit according to various programs. Furthermore, by storing data, various programs, and various databases in the storage unit, it can be considered that the information processing device and information processing system according to the present disclosure have been manufactured.

[0137] Note that the databases and masters in this disclosure may include any data structure in which information is structurally defined (such as a list, dictionary, associative array, or object). The data structure also includes data that can be considered as a data structure by combining data with functions, classes, methods, etc. written in any programming language.

[0138] The communication unit is realized by the communication IF 991. The communication unit realizes a function of communicating with other computers 90 via a network. The communication unit can receive information transmitted from other computers 90 and input the information to the control unit. The control unit can cause the processor 901 to execute information processing on the received information in accordance with various programs. In addition, the communication unit can transmit information output from the control unit to other computers 90.

[0139] <Additional Notes> The matters described in the above embodiments will be supplemented below.

[0140] (Appendix 1) A program that causes a computer having a processor and a memory unit to process information regarding a dialogue between a user and a customer, wherein the processor executes the following steps: an attribute storage step (S102) of associating customer attributes related to attributes of a plurality of customers with each customer and storing them; a rule storage step (S104) of associating response rules related to responses with at least some of the plurality of customer attributes and storing them; a communication reception step (S303) of accepting a communication from a predetermined customer; a rule specification step (S303) of identifying a predetermined response rule stored in association with the predetermined customer attribute in the rule storage step based on the predetermined customer attribute stored in association with the predetermined customer in the attribute storage step in response to a communication from the predetermined customer accepted in the communication acceptance step; and a communication processing step (S304) of processing the communication accepted from the predetermined customer based on the predetermined response rule specified in the rule specification step. This allows a response rule to be assigned to a plurality of customers according to the customer attributes of each customer, and allows a call from each customer to be processed in a manner appropriate to the customer attributes of each customer.

[0141] (Appendix 2) The rule storage step (S104) includes a step of associating each of the response rules with an applicable period for applying the response rule and storing the associated rule, and the communication processing step (S304) includes a step of processing the communication based on the specified response rule when the date and time of communication from the specified customer is included in the applicable period, and a step of processing the communication different from the processing based on the specified response rule when the date and time of communication from the specified customer is not included in the applicable period, the program described in Appendix 1. This allows an application period to be assigned to each response rule, and appropriate processing can be performed on incoming calls from customers according to the application period that is appropriate for the customer's attributes.

[0142] (Appendix 3) A program as described in Appendix 2, wherein the processor includes a rule storage step (S104) for storing a response rule for connecting a communication from a specified customer to a specified user, and a communication processing step (S304) for performing processing for connecting a communication from the specified customer to a specified user when the date and time of the communication from the specified customer is included in an applicable period, and a step for performing processing different from the processing for connecting a communication from the specified customer to a specified user when the date and time of the communication from the specified customer is not included in the applicable period. This allows a period during which a user can receive calls to be assigned for each response rule, and allows calls from customers to be connected to the user according to the applicable period that is appropriate for the customer's attributes.

[0143] (Appendix 4) A program described in Appendix 2 or 3, in which a processor executes a rule presentation step (S104) in which each of the multiple response rules stored in the rule storage step is presented in a manner in which the application period to which the response rule applies can be identified. This allows the application period for each response rule to be visually confirmed.

[0144] (Appendix 5) The program described in Appendix 4, wherein the rule presentation step (S104) is a step of presenting each of the multiple response rules stored in the rule storage step in a manner that makes it possible to identify the applicable period during which communications from customers can be connected to the user. This allows the user to visually check the period during which they can receive calls for each response rule.

[0145] (Appendix 6) The rule presentation step (S104) is a program described in Appendix 4, which includes a step of presenting each of the multiple response rules stored in the rule storage step in association with the customer attributes associated and stored in the rule storage step, and a step of presenting each of the multiple response rules stored in the rule storage step so that the application period to which the response rule applies overlaps with the calendar. This allows the response rules that are applied to each customer attribute of the customer and the application period for each response rule to be overlaid on a calendar in a visually easy-to-recognize manner. Response rules can be easily assigned to multiple customers.

[0146] (Appendix 7) A program as described in Appendix 3, wherein the rule storage step (S104) includes a step of associating and storing conditions regarding the priority of the user to be connected with each of the response rules, and the communication processing step (S304) includes a step of performing processing to connect a specified user based on the priority stored in association with the specified response rule. As a result, incoming calls from customers are connected to users according to the priority assigned to each user. It is possible to connect multiple customers to an appropriate user according to the customer attributes of each customer.

[0147] (Appendix 8) A program as described in Appendix 7, in which a processor executes a priority storage step (S101) in which a priority is associated with each of a plurality of users and stored, and a priority presentation step (S104) in which each of a plurality of response rules stored in the rule storage step is presented in an identifiable manner according to the priority of the connected user. This allows you to check what priority level users are assigned to for each response rule.

[0148] (Appendix 9) The program described in Appendix 7, wherein the communication processing step (S304) includes a step of identifying multiple user candidates to which a communication from a specified customer can be connected, a step of identifying one or more user candidates from the multiple user candidates for whom the date and time of communication from the specified customer falls within an available period, and a step of performing processing to connect to the specified user based on the priority of the one or more user candidates. This allows an appropriate user to be assigned to an incoming call from a customer in accordance with the available time period and priority of each user.

[0149] (Appendix 10) A program described in Appendix 9, in which the processor executes a notification step (S104) in which, if there is no user available to respond during the application period stored in association with each of the response rules stored in the rule storage step, a notification step is executed to notify that there is no user available to respond. This allows you to check for response rules for which no users are available. You can set each response rule to assign an available user appropriately.

[0150] (Appendix 11) The program described in Appendix 9, in which a processor executes an attribute presentation step (S104) in which each of the multiple customer attributes stored in the attribute storage step is presented in association with information regarding the priority of available users identified based on the response rules associated with the customer attributes. This allows the priority of users who can respond to each response rule to be confirmed. For example, it is possible to confirm whether users with appropriate priorities are assigned according to customer attributes.

[0151] (Appendix 12) The program described in Appendix 9, wherein the processor executes an available period acquisition step (S304) of acquiring an available period during which a specified user is available to respond to conversations with customers from a calendar service operated by a business operator different from the computer. This allows the user's available response period to be automatically set based on the user's schedule information registered in an external calendar service, and the user can omit setting their own available response period.

[0152] (Appendix 13) The program according to claim 12, wherein the step of acquiring an available period (S304) is a step of acquiring an available period based on the contents of the schedule information stored in association with the user in a calendar service. This allows the user's available response period to be automatically set based on the title, description, etc. of the schedule information registered in the external calendar service for the user. The user can omit setting their own available response period.

[0153] (Appendix 14) 13. The program according to claim 12, wherein the processor executes an available period output step (S101) of outputting the available period acquired in the available period acquisition step to a calendar service operated by a business operator different from the computer. This allows the response available period registered by the user in the service according to the present disclosure to be reflected in the external calendar service. The user can omit the work of manually updating the registered available time period in an external calendar service.

[0154] (Appendix 15) The program according to appendix 8, wherein the priority storing step (S101) is a step of storing a priority group assigned to each of a plurality of users for each priority in association with each of the users. This allows multiple users to be efficiently managed together in groups according to priority.

[0155] (Appendix 16) The program described in Appendix 15, in which a processor executes an attribute presentation step (S104) in which each of the multiple customer attributes stored in the attribute storage step is presented in association with a priority group of available users identified based on an answering rule associated with the customer attribute. This allows you to see what priority group has been assigned to each customer attribute.

[0156] (Appendix 17) An information processing device comprising a processor and a storage unit, wherein the processor executes a program according to any one of appendices 1 to 16. This allows a response rule to be assigned to a plurality of customers according to the customer attributes of each customer, and allows a call from each customer to be processed in a manner appropriate to the customer attributes of each customer.

[0157] (Appendix 18) A method for manufacturing an information processing system including an information processing device having a processor and a memory unit, the method comprising providing the information processing device with a program described in any one of Appendices 1 to 16. This allows a response rule to be assigned to a plurality of customers according to the customer attributes of each customer, and allows a call from each customer to be processed in a manner appropriate to the customer attributes of each customer.

[0158] (Appendix 19) An information processing method executed by a computer having a processor and a memory unit, wherein the computer executes a program according to any one of Supplementary Notes 1 to 16. This allows a response rule to be assigned to a plurality of customers according to the customer attributes of each customer, and allows a call from each customer to be processed in a manner appropriate to the customer attributes of each customer. [Explanation of symbols]

[0159] 1 System, 10 Server, 101 Memory unit, 104 Control unit, 106 Input device, 108 Output device, 20 First user terminal, 201 Memory unit, 204 Control unit, 206 Input device, 208 Output device, 30 Second user terminal, 301 Memory unit, 304 Control unit, 306 Input device, 308 Output device, 50 Voice server (PBX), 501 Memory unit, 504 Control unit, 506 Input device, 508 Output device

Claims

1. A program for causing a computer having a processor and a storage unit to process information regarding an interaction between a user and a customer, The processor, a priority storing step of storing a priority in association with each of the plurality of users; an attribute storing step of storing customer attributes related to attributes of each of the multiple customers in association with the customer attributes; a rule storage step of storing a rule for storing a response rule including a condition regarding a priority of a user to be connected in association with at least a part of the plurality of customer attributes; a communication receiving step of receiving communication from a predetermined customer; a communication processing step of processing the communication received from the predetermined customer based on a predetermined response rule stored in the rule storage step in association with a customer attribute of the predetermined customer in response to the communication received from the predetermined customer in the communication receiving step; an attribute presentation step of presenting each of the plurality of customer attributes stored in the attribute storage step in association with information regarding the priority of available users identified based on a response rule associated with the customer attribute; A program that executes.

2. the communication processing step is a step of connecting a predetermined user based on a condition related to the priority included in the predetermined response rule; The program according to claim 1.

3. The priority storing step is a step of storing a priority group assigned to each of a plurality of users in association with the priority group, The attribute presentation step is a step of presenting each of the plurality of customer attributes stored in the attribute storage step in association with a priority group of available users identified based on an interaction rule associated with the customer attribute. The program according to claim 1.

4. A program for causing a computer having a processor and a storage unit to process information regarding an interaction between a user and a customer, The processor, a rule storage step of storing a response rule for each of a plurality of customers in association with an application period for which the response rule is to be applied; a communication receiving step of receiving communication from a predetermined customer; a communication processing step of processing the communication received from the predetermined customer based on a predetermined response rule stored in the rule storage step in association with the predetermined customer in response to the communication received from the predetermined customer in the communication receiving step; a rule presentation step of presenting the response rule stored in the rule storage step in a manner that enables identification of an application period to which the response rule is applied; A program that executes.

5. The communication processing step includes: When the date and time of a communication from the predetermined customer is included in the applicable period, processing the communication based on the predetermined response rule; When the date and time of the communication from the predetermined customer is not included in the applicable period, performing a process different from the process for the communication based on the predetermined response rule; Including, The program according to claim 4.

6. the rule storage step is a step of storing a response rule for connecting a communication from the predetermined customer to a predetermined user, The communication processing step includes: a step of performing a process of connecting a communication from the specified customer to the specified user when the date and time of the communication from the specified customer is included in the applicable period; a step of performing processing other than the processing of connecting the communication from the specified customer to the specified user when the date and time of the communication from the specified customer is not included in the applicable period; Including, The program according to claim 4.

7. The rule presentation step is a step of presenting each of the plurality of response rules stored in the rule storage step in a manner that enables identification of an applicable period during which communication from a customer can be connected to a user. The program according to claim 6.

8. The rule presentation step includes a step of presenting each of the plurality of response rules stored in the rule storage step such that an application period during which the response rule is applied overlaps with a calendar. The program according to claim 4.

9. The processor, an attribute storing step of storing customer attributes related to attributes of each of the multiple customers in association with the customer attributes; Run The rule storage step is a step of storing a response rule relating to a response in association with at least a part of a plurality of customer attributes, The rule presentation step includes a step of presenting each of the plurality of response rules stored in the rule storage step in association with the customer attribute stored in the rule storage step. The program according to claim 4.

10. A program for causing a computer having a processor and a storage unit to process information regarding an interaction between a user and a customer, The processor, a priority storing step of storing a priority in association with each of the plurality of users; a rule storage step of storing a rule for storing a response rule including a condition regarding a priority of a user to be connected to each of the plurality of customers in association with the respective customers; a communication receiving step of receiving communication from a predetermined customer; a communication processing step of processing the communication received from the predetermined customer based on a predetermined response rule stored in the rule storage step in association with the predetermined customer in response to the communication received from the predetermined customer in the communication receiving step; a priority presentation step of presenting each of the plurality of response rules stored in the rule storage step in a distinguishable manner according to the priority of the user to be connected; Execute program.

11. The communication processing step includes: Identifying a plurality of user candidates to which communication from the predetermined customer can be connected; Identifying one or more user candidates among the plurality of user candidates, the date and time of communication from the predetermined customer being included in an available period; performing a process for connecting to the predetermined user based on a priority of the one or more user candidates; Including, The program according to claim 10.

12. The processor, a notification step of notifying that there is no user available for a call when there is no user available for a call during an applicable period associated with each of the call rules stored in the rule storage step; Execute The program according to claim 11.

13. The processor, an available period acquisition step of acquiring an available period during which the predetermined user is available to respond to conversations with customers from a calendar service operated by a business operator different from the computer; Execute The program according to claim 11.

14. the step of acquiring the available period is a step of acquiring the available period based on contents of schedule information stored in association with the user in the calendar service; The program according to claim 13.

15. The processor, an available period output step of outputting the available period acquired in the available period acquisition step to a calendar service operated by a business operator different from the computer; Execute The program according to claim 13.

16. A method implemented on a computer having a processor and a memory, the processor performing all of the steps performed in any one of the inventions according to claims 1 to 15.

17. 16. An information processing apparatus comprising a control unit and a storage unit, the control unit executing all steps executed in the invention according to any one of claims 1 to 15.

18. A system comprising means for performing all the steps performed in any one of claims 1 to 15.

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