Program, method, information processing device, and system

Abstract

A program for causing a first user terminal having a processor, a memory unit, and a code reader to process information relating to a conversation, the program executing the following steps: a URL identification step in which the processor reads a two-dimensional code using the code reader and identifies a specific URL based on the two-dimensional code; a calling step in which the processor calls a specific destination associated with the specific URL identified in the URL identification step; and a sending step in which the processor sends additional information not including voice information relating to a call made by a first user of the first user terminal based on the specific URL identified in the URL 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] Online calling services are known. Patent Document 1 discloses a technique for making a call using Web content. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 7249073 Summary of the Invention [Problem to be solved by the invention]

[0004] There is a problem in that additional information about the call cannot be transmitted to the call recipient. Therefore, the present disclosure has been made to solve the above problem, and an object of the present disclosure is to provide a technique for making a call to a predetermined destination and transmitting additional information related to the call to the destination. [Means for solving the problem]

[0005] A program for causing a first user terminal having a processor, a memory unit, and a code reader to process information relating to a conversation, the program executing the following steps: a URL identification step in which the processor reads a two-dimensional code using the code reader and identifies a specific URL based on the two-dimensional code; a calling step in which the processor calls a specific destination associated with the specific URL identified in the URL identification step; and a sending step in which the processor sends additional information not including voice information relating to a call by a first user of the first user terminal based on the specific URL identified in the URL identification step. Effect of the Invention

[0006] According to the present disclosure, it is possible to make a call to a predetermined destination and transmit additional information related to the call to the destination. [Brief description of the drawings]

[0007] [Figure 1] FIG. 2 is a block diagram showing the functional configuration of the system 1. [Diagram 2] FIG. 2 is a block diagram showing the functional configuration of the server 10. [Diagram 3] 2 is a block diagram showing a functional configuration of a first user terminal 20. FIG. [Figure 4] 2 is a block diagram showing a functional configuration of a second user terminal 30. FIG. [Diagram 5] FIG. 13 is a diagram showing the data structure of a user table 1012. [Figure 6] 13 is a diagram showing the data structure of a group table 1013. FIG. [Figure 7] FIG. 13 is a diagram showing the data structure of a dialogue table 1014. [Figure 8] FIG. 13 is a diagram showing the data structure of a label table 1015. [Figure 9] 13 is a diagram showing the data structure of a speech segment table 1016. FIG. [Figure 10] FIG. 13 is a diagram showing the data structure of a code table 1021. [Figure 11] FIG. 13 shows the data structure of a contact table 1022. [Figure 12] 13 is a flowchart showing the operation of a query process. [Figure 13] 11 is a screen example showing the operation of a sending page in an inquiry process. [Figure 14] FIG. 2 is a block diagram showing the basic hardware configuration of a computer 90. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0008] Hereinafter, an embodiment of the present disclosure will be described with reference to the drawings. In all the drawings explaining the embodiment, the same reference numerals are given to common components, and repeated explanations are omitted. Note that the following embodiment does not unduly limit the contents of the present disclosure described in the claims. In addition, not all of the components shown in the embodiment are essential components of the present disclosure. In addition, each figure is a schematic diagram and is not necessarily illustrated strictly.

[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, a voice server (PBX) 50, and a CRM system 60, which are connected via a network N. FIG. 1 is a block diagram showing the functional configuration of the system 1. 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 composed of a computer having 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, the voice server (PBX) 50, and the CRM system 60, descriptions that overlap with the basic hardware configuration and basic functional configuration of the computer described later 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 conversation table 1014 , a label table 1015 , a voice segment table 1016 , a code table 1021 , and a contact table 1022 .

[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 of a user ID, a group ID, a user name, 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 for storing user identification information for identifying a user. The user identification information is an item for which a unique value is set for each user. The group ID is an item for storing group identification information for identifying a group. By storing one or more group identification information for each user in association with each user, it is possible to express 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 user attribute is an item for storing attribute information related to a user. Specifically, the user attributes include the user's name, age, date of birth, contact information (phone number, email address, chat ID, etc.), address, gender, registration date, and last login date and time. Additionally, the user attributes may include group attributes of the group to which the user belongs. The user attributes may also include the user's customer information. For example, the customer information may include the user's transaction history (purchased products, types of services, quantities, prices), payment methods (credit cards, bank transfers, etc.), return and complaint histories, service usage histories (frequency of usage, time of usage, etc.), favorite product categories and brands, hobbies and areas of interest, website and app behavior, social media activity, occupation, education level, family structure, records of interactions with customer service, feedback and survey responses, and other information.

[0016] The group table 1013 is a table that stores and manages information (group information) about groups to which a user belongs. Groups include any groups, such as companies, corporations, corporate groups, clubs, and various organizations. Groups may 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, and group attribute. 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 in which a unique value is set for each piece of group information. The group name is an item for storing the name of the group. Any character string can be set as the group name. The group attribute is an item for storing information on group attributes such as group type (company, corporate group, other organization, etc.) and industry (real estate, finance, etc.).

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

[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. A plurality of 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 dialogue information. The dialogue category is an item for storing the type (category) of the dialogue between the user and the customer. The dialogue data is classified by the dialogue category. In the dialogue category, values ​​such as telephone user, telemarketing, customer support, and technical support are stored according to the purpose of the dialogue between the user and the customer. The message type is an item for storing information for distinguishing 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 message type "room" is stored. The audio data is an item that stores audio data collected by a microphone. It may also store reference information (path) to an audio data file located in another location. 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 an identifier is set that allows the user's voice and the customer's voice to be independently identifiable. 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. In addition, the user ID and the customer ID can be identified based on the voice data of the user and the customer. In the present disclosure, moving image data including audio information may be used instead of audio data. Also, the audio data in the present disclosure includes audio data included in moving image data. The video data is an item that stores video data captured by a camera or the like. It may also store reference information (path) to a video data file located in another location. The video data may be in any data format, such as MP4, MOV, WMV, AVI, or AVCHD. The video data may be in a format in which identifiers are set that allow the user's video and the customer's video to be independently identifiable. 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. In addition, the user ID and the customer ID can be identified based on the video data of the user and the customer. The inquiry data is an item that stores information about a customer during a dialogue with the customer. Specifically, the inquiry data includes the customer's user attributes, first user data stored in the customer's first user terminal, input information (generated information) entered by the customer through input operations on the first user terminal, additional data embedded in the two-dimensional code read by the customer with the first user terminal, etc.

[0020] The label table 1015 is a table for storing and managing information relating to 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, a label, a classification label, and a tag. The label data may be a character string indicating the name of the label information, or may be a label ID for referencing the name of the label information stored in another table. The label data includes classification information according to the emotional state of a 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. As shown in FIG.

[0023] The section ID is an item for storing section identification information for identifying a speech section. The section identification information is an item in which 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 with 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. Also, based on the start date / time and end date / time, it may 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. Also, the section audio data may 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. It may store reference information (path) to a video data file located in another location. Also, based on the start date and time and the end date and time, it may store a reference to video data for the period from the start date and time to the end date and time of the video data in the dialogue table 1014. The video data may be in any format, such as MP4, MOV, WMV, AVI, or AVCHD. The section reading text is an item that stores text information of the content spoken by a speaker in the section audio data included in the audio section. Specifically, the section reading text may be generated based on the section audio data and the section video data by using a learning model such as manual generation, any machine learning model, or deep learning model.

[0024] The code table 1021 is a table for storing and managing information about codes (code information). In this disclosure, a two-dimensional code will be particularly described as an example of the code. The code table 1021 is a table having columns of the code ID, the code image data, the URL, and the additional data, with the code ID as the primary key. 10 is a diagram showing the data structure of the code table 1021. Note that the code image data included in the code table 1021 is

[0025] The code ID is an item for storing code identification information for identifying a code. The code identification information is an item in which a unique value is set for each piece of code information. The code image data is an item that stores a two-dimensional code generated based on a character string of a URL and additional data. The two-dimensional code includes a barcode, a QR code (registered trademark), etc. In this disclosure, a QR code (registered trademark) is described as an example of a two-dimensional code, but is not limited thereto. The URL and additional data are embedded in the QR Code by a known encoding method. There are various known methods for generating the QR Code, and these will not be described in this disclosure. The code image data may be in any format, such as jpeg, png, bmp, tiff, gif, eps, or svg. A URL is an item that stores a URL string (abbreviated as URL). The URL may include a link to a shortened URL for forwarding the received URL to another specified URL. The additional data is an item for storing additional information to be embedded in the two-dimensional code. Specifically, the additional data includes information for identifying the location or medium on which the two-dimensional code is attached, the period during which the two-dimensional code can be used, etc. The code image data can be downloaded from the server 10 as needed. The downloaded code image data can be used by attaching it to a predetermined location. For example, when a two-dimensional code is attached to a hotel room or the like, the additional data includes a character string indicating the room number of the hotel room. For example, when a two-dimensional code is attached to a magazine, advertisement, etc., the additional data includes a character string indicating the magazine, advertisement, etc. As a result, for example, the invention according to the present disclosure can be utilized to measure the response to advertisements, etc. For example, if a two-dimensional code is affixed to a product, the additional data may include the manufacturing date, model number, and serial number of the product. Also, an error code output by the product may include a two-dimensional code. In this case, the additional data may include an error code that identifies the error. In addition, the additional data may include the date and time when the two-dimensional code was generated (date and time of generation).

[0026] The contact table 1022 is a table for storing and managing information related to contacts (contact information). The contact table 1022 may also include transmission information such as a transmission source number for transmitting a URL associated with a two-dimensional code. The contact table 1022 is a table having columns for URL, contact data, and specific data. FIG. 11 is a diagram showing the data structure of the contact table 1022. As shown in FIG.

[0027] A URL is an item that stores a URL string (abbreviated as URL). The contact data is an item for storing contact information stored in association with a URL. In the present disclosure, an example in which a telephone number is stored will be described as an example. Specifically, the contact data stores a telephone number of a call center or the like. In the present disclosure, the two-dimensional code in the code table 1021 and the contact data are stored in association with the URL as a key. The unique data is an item that stores unique information about a contact. The unique data includes information for generating the content of a web page that is displayed on a user terminal when the website associated with the URL is opened using the user terminal. Specifically, the unique data includes information such as the contact's organization, company, industry, type of call center, name, etc. The unique data also includes the call center's operating hours, holidays, languages ​​in which services are provided, product and service-related information, FAQs, campaign and promotion information, operator specialties, waiting times and reservation information, links to online manuals and tutorials, etc.

[0028] <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. The control unit 104 executes an application program 1011 stored in the storage unit 101, thereby realizing each functional unit.

[0029] The user registration control unit 1041 performs processing to store, in the user table 1012, information on users who wish to use the service according to the present disclosure. 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 specific 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, and the user registration is completed. This allows the user stored in the user table 1012 to use the service. Before the user registration control unit 1041 registers user information in the user table 1012, the service provider may carry out 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 an arbitrary character string or number may be automatically set by the user registration control unit 1041.

[0030] <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 PC (Personal Computer) 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 .

[0031] <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 , an application program 2012 , and first user data 2021 .

[0032] 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.

[0033] 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 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™ that runs on a web browser application stored on the first user terminal 20.

[0034] The first user data 2021 stores information about the first user. Specifically, the first user data 2021 may include the first user's name, age, date of birth, contact information (phone number, email address, chat ID, etc.), address, gender, registration date, and last login date and time. The first user data 2021 may include location information and coordinate information acquired by the location information sensor 2063 (GPS, etc.) of the first user terminal. The first user data 2021 may include personal information such as a membership number and an insurance card number. In addition, the first user data 2021 may include information about the first user, such as the first user's transaction history (purchased goods, type of service, quantity, price), payment method (credit card, bank transfer, etc.), return and complaint history, service usage history (frequency of use, time of use, etc.), favorite product categories and brands, hobbies and areas of interest, behavior on websites and apps, social media activity, occupation, education level, family composition, records of interactions with customer service, feedback and survey responses, etc.

[0035] <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.

[0036] <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 .

[0037] <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 .

[0038] <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 a tablet, a stationary PC (Personal Computer), or a laptop PC. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch-type terminal. The second user terminal 30 includes a storage unit 301 , a control unit 304 , an input device 306 , and an output device 308 .

[0039] <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 .

[0040] 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 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 on the second user terminal 30.

[0041] <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.

[0042] <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 .

[0043] <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 and a speaker 3082.

[0044] <Configuration of the voice server (PBX) 50> The voice server (PBX) 50 is an information processing device that functions as a switch enabling 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.

[0045] <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.

[0046] 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 program 5011 includes applications such as a web browser application.

[0047] <Configuration of the CRM system 60> The CRM system 60 is an information processing device operated by an operator different from the dialogue service provider according to the present disclosure. The CRM system 60 is an information processing device that provides information processing services and the like operated by the operator. The CRM system 60 may be an information processing device managed and operated by an operator (CRM operator) that provides a CRM (Customer Relationship Management) service. Examples of the CRM service include SalesForce, HubSpot, Zoho CRM, kintone, and the like. The CRM system 60 may be an information processing device managed and operated by a company that provides a chat service, such as Slack, Chatwork, or LINE Works.

[0048] <System 1 Operation> Each process of the system 1 will be described below. FIG. 12 is a flowchart showing the operation of the inquiry process. FIG. 13 is a screen example showing the operation of the sending page in the inquiry process.

[0049] <Inquiry processing> The inquiry process is a process in which a first user operates a first user terminal to read a specific two-dimensional code, makes a call (calls) to a second user based on the two-dimensional code, and the second user receives (answers) the call, thereby making the first user and second user capable of interacting with each other.

[0050] <Inquiry processing overview> The inquiry process is a series of processes in which a first user (customer) operates a first user terminal to scan a two-dimensional code, reads the URL and additional data embedded in the two-dimensional code, the first user terminal accesses the URL, and makes a call (calls) from the URL to a second user terminal of a second user (operator), the first user terminal transmits additional information not including voice information related to the call to the second user terminal, the second user terminal receives the additional information, the second user terminal receives the call from the first user, and the second user interacts with the first user while checking the additional information received from the first user terminal. In the present disclosure, the additional information includes at least one of embedded information not related to the first user embedded in the two-dimensional code, input information (generated information) input by an input operation or the like on the first user terminal, and first user data stored in the first user terminal, or a combination of at least one or more of the above.

[0051] <Details of inquiry processing> The inquiry process will be described in detail below.

[0052] <2D code scan> In step S101, the control unit 204 of the first user terminal 20 reads a two-dimensional code with a code reader. Specifically, the first user operates the input device 206 of the first user terminal 20 to execute an application program 2012 for reading a two-dimensional code stored in the first user terminal. The first user operates the input device 206 of the first user terminal 20 to control the camera 2061 of the first user terminal 20, which is an example of a code reader, to read a two-dimensional code that is attached or displayed in the environment where the first user is located. Note that the two-dimensional code does not necessarily need to be read using the camera 2061, and any means capable of reading the two-dimensional code, such as a barcode scanner, can be used. Information corresponding to the two-dimensional code may be read by wireless communication based on the generated magnetic field using an internal antenna (not shown) provided in the first user terminal 20. For example, in the present disclosure, a case where a two-dimensional code attached to a hotel room is read will be described as an example.

[0053] <Read 2D code> In step S102, the control unit 204 of the first user terminal 20 executes a URL specifying step of reading the two-dimensional code with a code reader and specifying a predetermined URL based on the two-dimensional code. The URL specifying step includes a step of acquiring embedded information not related to the first user embedded in the two-dimensional code based on the two-dimensional code. Specifically, the control unit 204 of the first user terminal 20 analyzes the image of the read two-dimensional code and outputs a character string. For example, a 13-digit or 8-digit number is specified for a barcode, and a 7089-digit or 4296-digit number is specified for a QR code (registered trademark). In the present disclosure, the character string specified by the two-dimensional code includes a URL and a character string related to embedded information. For example, the control unit 204 of the first user terminal 20 may be configured to identify a character string related to an HTTP request URL, which includes the URL and a parameter (GET query) to be sent added to the URL as embedded information. Below, a configuration for transmitting embedded information related to character string data will be described as an example, but the embedded information does not necessarily have to be character string data, and may include data in any format, such as binary data or image data.

[0054] <URLアクセス> In step S103, the control unit 204 of the first user terminal 20 executes a browser application or the like to open the URL identified in step S102. The control unit 204 of the first user terminal 20 opens the specified URL in the browser application, thereby displaying a predetermined web page (transmission page) on the display 2081 of the first user terminal 20 and presenting it to the first user. When the server 10 receives access from the first user terminal 20, it searches the URL item in the contact table 1022 based on the URL, obtains the contact data and unique data, and generates a sending page D1 based on the contact data and unique data and sends it to the first user terminal 20.

[0055] 13 is an example of a screen of a transmission page in the inquiry process. Transmission page D1 is displayed on the display 2081 of the first user terminal 20. Transmission page D1 includes input fields D101, D102, . . . , an input button D103, and a transmission button D111 of an input form.

[0056] Step S103 includes a transmission step of transmitting additional information including the embedded information identified in the URL identification step to the predetermined URL. Specifically, the URL opened by the browser application may include the embedded information related to the GET query identified in step S102, whereby the character string related to the embedded information identified by the GET request is sent to the URL identified in step S102. The browser application may be configured to transmit character string data or the like related to the embedded information to the specified URL by an HTTP request (such as a POST request).

[0057] In step S103, the control unit 204 of the first user terminal 20 executes a transmission step of transmitting additional information not including voice information related to the call of the first user of the first user terminal to the predetermined URL identified in the URL identification step. The transmission step includes a step of transmitting additional information including the first user information of the first user stored in the storage unit and generated information generated on the basis of the operation of the first user in the first user terminal to the predetermined URL. Specifically, the control unit 204 of the first user terminal 20 may include string data or the like including the first user data 2021 stored in the memory unit 201 of the first user terminal 20 in an HTTP request (such as a POST request) and send it to the identified URL. In addition, the configuration may be such that generated information generated on the first user terminal 20 based on the operation of the first user, such as input information input by the first user by operating the input device 206 of the first user terminal 20, or image data acquired by operating the camera 2061 of the first user terminal 20, is transmitted to the specified URL. For example, the first user may operate the input device 206 of the first user terminal 20 to input information such as a character string into input fields D101, D102, ... provided on the transmission page D1, and the information such as the character string may be transmitted to the specified URL. Also, the input information such as the character string may be transmitted to a destination other than the specified URL, other than the server 10. The input form included in the transmission page D1 may include input buttons D103 that allow numbers or keyboard input. The first user may operate the input device 206 of the first user terminal 20 to press the input button D103 for numbers or keyboard included in the input form, thereby transmitting the value of the pressed number, keyboard, etc. For example, the first user may input information indicating the location of the user, such as a membership number, insurance card number, and the hotel room number where the two-dimensional code is located, the language in which the user would like the operator to speak to them, and the desired method of response, such as whether to use an automated response (IVR) or a response by an operator, into an input form by operating the input device 206 of the first user terminal 20.

[0058] The sending step may be performed in response to the originating step. Specifically, the control unit 204 of the first user terminal 20 may be configured to transmit the additional information of the first user to the specified URL after the call operation in step S104 described later. In other words, the control unit 204 of the first user terminal 20 does not need to transmit the embedded information and the additional information excluding the embedded information to the specified URL at the same time, and may transmit them at different timings. Similarly, the control unit 204 of the first user terminal 20 may transmit the embedded information, the first user information, and the generated information at different timings. For example, the control unit 204 of the first user terminal 20 may transmit at least one of the embedded information, the first user information, and the generated information during a call between the first user and the second user after the dialogue process in step S106. Moreover, the transmission does not have to be performed once, and may be performed multiple times. For example, the first user may operate the input device 206 of the first user terminal 20 to press numbers or keyboards included in an input form, thereby transmitting the values ​​of the pressed numbers or keyboards during the call.

[0059] The control unit 204 of the first user terminal 20 may execute an agreement step of requesting the first user to agree to the transmission of additional information before the transmission step. In response to receiving an operation indicating agreement from the first user in the agreement step, the control unit 204 may execute the transmission step. In response to receiving an operation indicating no agreement from the first user in the agreement step, the control unit 204 may execute the transmission step without executing the transmission step. Specifically, when the control unit 204 of the first user terminal 20 sends the additional information of the first user to a specified URL, it may display a dialog or the like on the display 2081 of the first user terminal 20 to confirm whether it is OK to send the additional information, and send the additional information only if the first user gives consent (approval) to send the additional information to the specified URL in the dialog, and not send the additional information if consent is not obtained from the first user. The additional information includes first user data 2021 of the first user stored in the memory unit 201 of the first user terminal 20, and the first user may not want to send the first user data 2021 to an external URL.

[0060] The transmitting step executes a step of transmitting the generated information without transmitting the first user information in response to receiving an operation indicating non-consent from the first user in the consent step. Specifically, the control unit 204 of the first user terminal 20 may be configured to transmit the generated information generated in the first user terminal 20 based on the operation of the first user to the identified URL, regardless of whether or not the first user has given consent. As a result, if the first user does not agree to send additional information, it is possible to send and transmit only the input information (generated information) accepted by input operation on the first user terminal, without sending the first user information, which is the first user's personal information.

[0061] <Call operation processing> In step S104, the control unit 204 of the first user terminal 20 executes a calling step of calling a predetermined destination associated with the predetermined URL identified in the URL identifying step. Specifically, the first user operates the input device 206 of the first user terminal 20 to select the call button D111 provided on the call page D1. In response to the first user pressing the call button D111, the control unit 204 of the first user terminal 20 executes control to make a call (call) to a predetermined destination. The destination is determined according to the contact data included in the call page D1. Specifically, the destination is determined according to the URL and embedded information identified in step S102. The server 10 in the present disclosure has a communication function based on the WebRTC (Web Real Time Communication) method. The server 10 can communicate (SIP communication) with the voice server (PBX) 50 based on the SIP (Session Initiation Protocol). The server 10 has a function as a gateway that converts communication protocols, and converts between the WebRTC method and the SIP method. That is, the server 10 converts data based on the WebRTC method (voice data collected by the microphone 2062 of the first user terminal 20) received from the first user terminal into data based on the SIP method (voice data) and transmits the data to the voice server (PBX) 50. The server 10 also converts data based on the SIP method (voice data collected by the microphone 3062 of the second user terminal 30) received from the voice server (PBX) 50 into data based on the WebRTC method (voice data) and transmits the data to the first user terminal 20 via the Internet line. This enables telephone communication between the first user terminal 20 and the second user terminal 30.

[0062] The SIP-based data may include additional information including the embedded information, the first user information, and the generated information and may be transmitted to the second user terminal 30. The first user terminal 20 may generate a unique character string such as a predetermined hash value and transmit the hash value together with the embedded information, the first user information, and the generated information to the specified URL, and may also include the hash value in the SIP-based data and transmit it to the second user terminal 30. When the second user receives an incoming call from the first user terminal 20, the second user may search for additional information including the embedded information, the first user information, and the generated information received based on the hash value, thereby identifying the additional information including the embedded information, the first user information, and the generated information sent from the first user related to the call target. In addition, in the present disclosure, the information transmitted to the URL identified in step S102 is described as being receivable by the server 10. The website associated with the URL identified in step S102 may be provided by the server 10, or data may be transferred from the website associated with the identified URL to the server 10.

[0063] In step S104, the calling step may include a step of calling a predetermined destination in response to identifying the predetermined URL in the URL identifying step, without accepting an operation on the first user terminal by the first user. Specifically, in the present disclosure, as an example, a mode in which a call is made to a predetermined destination in response to the first user pressing the call button D111 has been disclosed, but this is not limited to this. For example, a configuration may be adopted in which control is executed to make a call to a predetermined destination in response to accessing the URL identified in step S103, without the first user operating the input device 206 of the first user terminal 20. This allows the first user to make a call to a predetermined destination without performing an input operation (call operation) on the first user terminal 20. This reduces the operational burden on the first user.

[0064] In response to this, the first user terminal 20 controls the speaker 2082 and the like to ring to indicate that a call is being made by the voice server (PBX) 50. The display 2081 of the first user terminal 20 displays information indicating that a call is being made by the voice server (PBX) 50 to the customer. For example, the display 2081 of the first user terminal 20 may display the text "Calling". In addition, an advertisement or the like may be displayed on the display 2081 of the first user terminal 20. Specifically, the control unit 104 of the server 10 selects or generates an advertisement suitable for the first user based on the embedded information, the first user information, and the generated information received from the first user terminal 20, and transmits the advertisement to the first user terminal. The control unit 204 of the first user terminal 20 displays and presents the received advertisement on the display 2081 of the first user terminal 20.

[0065] <Operator call handling> In step S105, the control unit 304 of the second user terminal 30 executes a step of receiving a call from the first user terminal. Specifically, the operator lifts the handset (not shown) of the second user terminal 30 or presses an "Receive" button or the like that is displayed on the input device 306 of the second user terminal 30 when a call is received, thereby putting the second user terminal 30 into an interactive state. 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 60, 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. This allows the first user and the second user to have a conversation by voice. Note that in step S105, the person who receives the call from the first user terminal may not be an operator, but may be an automatic response using AI or the like.

[0066] When the display 2081 of the first user terminal 20 becomes available 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."

[0067] In step S105, the control unit 104 of the server 10 executes a receiving step of receiving additional information transmitted from the first user terminal, the additional information not including voice information regarding a call of the first user of the first user terminal, including generated information generated based on an operation by the first user at the first user terminal and embedded information not related to the first user. Specifically, the control unit 104 of the server 10 receives and accepts the additional information including the embedded information, the first user information, and the generated information transmitted by the first user terminal 20. Note that the additional information including the embedded information, the first user information, and the generated information transmitted from the first user terminal 20 may be received via the URL specified in step S102, or may be received via SIP communication.

[0068] In step S105, the control unit 104 of the server 10 executes a storage step of storing the additional information received in the receiving step. The storage step executes a step of storing the first user information and the generated information received in the receiving step in association with the attribute information of the first user stored in the storage unit. Specifically, the control unit 104 of the server 10 searches the user ID item of the user table 1012 based on the user ID etc. included in the first user information, and acquires the user attribute (first user attribute information) item. Note that the control unit 104 of the server 10 may specify the user attribute item based on the user ID, membership number, and health insurance card number of the user included in the first user information or the generated information. The control unit 104 of the server 10 stores the embedded information, the additional information including the first user information and the generated information, and the first user attribute information transmitted by the first user terminal 20 in association with the inquiry data items in the dialogue table 1014, respectively.

[0069] In step S105, in response to the incoming call from the first user terminal in the incoming call step, the control unit 104 of the server 10 executes a storage step of storing the additional information received in the receiving step in association with the attribute information of the first user stored in the storage unit. Specifically, when a call is started between the first user and the second user, a dialogue process described below is executed, and dialogue information regarding the dialogue is stored in a new record in the dialogue table 1014. The control unit 104 of the server 10 stores additional information including the embedded information, first user information, and generated information transmitted by the first user terminal 20 in the inquiry data item of the target record of the dialogue information regarding the dialogue, in association with each of the first user attribute information. In response to the second user responding (receiving) a call from the first user, the control unit 104 of the server 10 may store additional information including the embedded information, the first user information, and the generated information transmitted by the first user terminal 20, in association with each of the first user attribute information and the dialogue information.

[0070] In step S106, the control unit 304 of the second user terminal 30 executes a presenting step of associating the additional information and embedded information stored in the storing step with attribute information of the first user and presenting the information to an operator other than the first user. Specifically, the control unit 104 of the server 10 generates a response screen D2 based on the embedded information transmitted by the first user terminal 20, additional information including the first user information and generated information, and the first user attribute information stored in the inquiry data item of the target record related to the current dialogue in the dialogue table 1014, and transmits the response screen D2 to the second user terminal 30. The control unit 304 of the second user terminal 30 displays and presents the response screen D2 on the display 3081 of the second user terminal 30.

[0071] In step S106, the control unit 304 of the second user terminal 30 executes a presenting step of associating the additional information stored in the storing step with the attribute information and presenting the information to an operator different from the first user. Specifically, the control unit 104 of the server 10 generates a response screen D2 in which the embedded information, additional information including the first user information and the generated information, and the first user attribute information transmitted by the first user terminal 20 are associated with each other, and transmits the response screen D2 to the second user terminal 30. The control unit 304 of the second user terminal 30 displays the received response screen D2 on the display 2081 of the second user terminal 30, and presents it to the second user. In addition, the response screen D2 may not be generated by the control unit 104 of the server 10, but may be generated by the control unit 304 of the second user terminal 30 based on the embedded information, additional information including the first user information and generated information, and the first user attribute information received and sent by the first user terminal 20.

[0072] <Interactive Amnestic Processing> When a second user receives a call from a first user and a call is started between the first user and the second user, a dialogue storage process is executed. The dialogue storage process is a process for storing data related to a dialogue between the first user and the second user.

[0073] <Overview of interactive memory processing> The dialogue storage process is a series of processes for storing data regarding the dialogue in the dialogue table 1014 when a dialogue is started between a first user and a second user.

[0074] <Details of interactive memory processing> When a dialogue between the first user and the second user is started, the voice server (PBX) 50 records voice data relating to the dialogue between the first user and the second user 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 dialogue table 1014 and stores the data relating to the dialogue between the first user and the second user. Specifically, the control unit 104 of the server 10 stores the first user ID, the second user ID, the dialogue category, the type of incoming / outgoing call, and the content of the voice data in the new record in the dialogue table 1014.

[0075] The control unit 104 of the server 10 acquires the first user ID 2011 of the first user from the first user terminal 20 during the outgoing call processing or incoming call processing, and stores it in the first user ID item of the new record in the dialogue table 1014. The control unit 104 of the server 10 makes an inquiry to the CRM system 60 based on the telephone number during outgoing or incoming call processing. The CRM system 60 obtains the second user ID by searching a user table (not shown) stored in the CRM system by the telephone number, and transmits it to the server 10. The control unit 104 of the server 10 stores the obtained second user ID in the second user ID field of a new record in the dialogue table 1014. The control unit 104 of the server 10 stores the value of the dialogue category previously set for each first user or second user in the dialogue category item of the new record in the dialogue table 1014. Note that the dialogue category may be stored by the first 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 first user or the second user, and stores a value of either outbound (initiated by the first user) or inbound (initiated by the second user) in the call receiving / transmitting type field of the new record in the conversation table 1014.

[0076] The control unit 104 of the server 10 stores the voice data received from the voice server (PBX) 50 in the voice data item of the 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 is completed. The control unit 104 of the server 10 may also be configured to store the voice data after the dialogue is completed.

[0077] Furthermore, in the video dialogue service, the control unit 104 of the server 10 stores the 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 is completed. The control unit 104 of the server 10 may also be configured to store the video data after the dialogue is completed.

[0078] The control unit 104 of the server 10 executes a voice extraction step of extracting a plurality of section voice data for each speech section from the voice data received in the receiving step. Specifically, the control unit 104 of the server 10 acquires (accepts) the dialogue ID, the voice data, and the video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects a section (utterance section) in which speech sounds are continuously present from the acquired (accepted) voice data and the video data, and extracts the voice data and the video data for each utterance section as section voice data and section video data, respectively. For example, the voice data and the video data may be divided by silent sections in which there is no speech sound, to extract the section voice data and the section video data. In addition, the voice data and the video data may be divided by sentence units such as segments, sentences, and paragraphs for the contents of speech contained in the voice data and the video data, to extract the section voice data and the section video data. The section voice data and the section video data are associated with the first user ID of the speaker, 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 voice data and section video data, converting the section voice 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 by signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.

[0079] The control unit 104 of the server 10 stores the dialogue ID to be processed, the speaker's first user ID (first user ID 2011 or second first 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.

[0080] 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 first user can check the dialogue content as text information without checking the content of the voice data.

[0081] In addition, during the text recognition process, information that is meaningless in understanding the conversation between the first user and the second user, such as fillers contained in the text, may be removed from the text, and the speech recognition information may be stored in the speech segment table 1016.

[0082] The control unit 104 of the server 10 may transmit to the external server dialogue information and speech section information, including the section ID of the speech section, the section read-out text, the URL, the speaker's name, the name of the group to which the speaker belongs, and other information about the group, evaluation information, etc. Note that when transmitting the dialogue information and speech section information to the external server, the external service ID of the first user stored in the user table 1012, etc., may be used to obtain authorization for authentication from the external server before transmitting the dialogue information and speech section information.

[0083] The control unit 504 of the external server stores the dialogue information and voice section information including the received dialogue ID, section ID, speaker information, section reading text, URL, evaluation information, etc. in the dialogue ID, section ID, speaker data, section reading text, URL, and evaluation data items of the shared table 5012. The control unit 504 of the external server stores service identification information such as a service ID and a service name for identifying a dialogue information service according to the present disclosure in the service ID item. The service ID is identified based on the information received from the server 10.

[0084] The external server is an information processing device operated by a business operator different from the dialogue service provider according to the present disclosure, and provides information processing services and the like operated by the business operator. The external server may be an information processing device managed and operated by a business providing a CRM (Customer Relationship Management) service (CRM business). CRM services include SalesForce, HubSpot, Zoho CRM, kintone, etc. The external server includes a CRM system 60.

[0085] <Interactive processing> There is a method in which a virtual conversation space called a room for conversation between a first user and a second user is created on the server 10, and the first user and the second user can access the room via a web browser or an 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, the second user operates the input device 306 of the second user terminal 30 to send a request to the server 10 to hold a dialogue. 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 second user terminal 30. The room identification information is linked to the code ID, URL, etc. in the code table 1021. The room identification information may be linked to the code ID, URL, etc. in the code table 1021 and presented to the second user in a list, and the second user may select a desired room identification information from the list and enter the room. The second user operates the input device 306 of the second user terminal 30, accesses a URL that provides a service related to the room on the server 10 using a web browser or the like, and enters the room identification information to enter the room. The second user waits until the first user enters the room. Note that the second user may be notified in response to the first user's entry into the room, and the second user may enter the room in response to the notification. Instead of making a call in step S104 of the inquiry process, the first user may operate the input device 206 of the first user terminal 20 to access a URL that provides a service related to the room on the server 10 using a web browser or the like in response to pressing of the call button D111, and enter the room. In this case, information related to the room identification information may be embedded in the URL and embedded information read in step S102, and the room identification information may be sent without the first user's operation, allowing the first user to enter the room without inputting the room identification information. This allows the first user and the second user to have a conversation via the first user terminal 20 and the second user terminal 30, respectively, in a virtual conversation space called a room that is associated with each other by the room identification information. By inputting the room identification information, in addition to the first and second users, one or more other users can enter one room. This allows three or more users to have a conversation via their respective user terminals in a virtual conversation space called a room that is associated with each other by the room identification information.

[0086] <Video Interactive Processing> 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 the video data captured by the camera 2061 of the first user terminal 20 to the second user terminal 30, and transmits the 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 arranged on one screen on the display 2081 of the first user terminal 20. This makes it possible to check the dialogue status of the multiple users participating in the online dialogue. The same process may be performed in the second user terminal 30.

[0087] <Modification> In addition, in the present disclosure, the dialogue between the first user and the second user has been described in terms of a telephone call, dialogue processing, and video dialogue processing, but the dialogue does not necessarily have to be voice dialogue. For example, steps S104 to S106 of the inquiry processing may be real-time communication by text information through chat between the first user and the second user. Specifically, during real-time communication of text information, etc. through chat between the first user and the second user, embedded information, first user information, generated information, additional information, etc. may be presented to and shared with the second user.

[0088] <Two-dimensional code management processing> The second user may be configured to be able to edit the code table 1021 and the contact table 1022 by operating the input device 306 of the second user terminal 30. The second user operates the input device 306 of the second user terminal 30 to input the URL of a page for executing two-dimensional code management processing (two-dimensional code management processing page) into a web browser, a predetermined application, or the like, and opens the two-dimensional code management processing page. The control unit 304 of the second user terminal 30 transmits a request to open the two-dimensional code management processing page to the server 10. The control unit 104 of the server 10 generates a two-dimensional code management processing page based on the received request and transmits it to the second user terminal 30. The control unit 304 of the second user terminal 30 displays the received two-dimensional code management processing page on the display 3081 of the second user terminal 30.

[0089] The two-dimensional code management page is A screen for editing what kind of URL and additional data are to be embedded (assigned) in the two-dimensional code in the code table 1021. A screen for assigning or editing contact data and unique data in the contact table 1022. - Expiration date of 2D code (expiration date, etc. can be set) - An inquiry screen that allows you to inquire about past data between the first user and the second user in the inquiry process. The two-dimensional code management page may include a button or the like for downloading the two-dimensional code stored in the code table 1021. By operating the button, the specified two-dimensional code can be downloaded and pasted into a specified document or the like. In addition, a screen may be provided that allows the user to inquire about information about the customer involved in the incoming call based on the two-dimensional code, past call history, and other data.

[0090] <Basic computer hardware configuration> 14 is a block diagram showing the basic hardware configuration of a computer 90. The computer 90 includes at least a processor 901, a main storage device 902, an auxiliary storage device 903, and a communication IF 991 (interface). These are electrically connected to each other by a communication bus 921.

[0091] The processor 901 is hardware for executing an instruction set described in a program, and is composed of an arithmetic unit, a register, a peripheral circuit, and the like.

[0092] The main memory device 902 is for temporarily storing programs, data to be processed by the programs, etc. For example, it is a volatile memory such as a DRAM (Dynamic Random Access Memory).

[0093] 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.

[0094] The communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using a wired or wireless communication standard. 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, 5G mobile communication systems, LTE (Long Term Evolution), wireless networks that can connect to the Internet via a specified access point (e.g., Wi-Fi (registered trademark)), etc. In the case of wireless connection, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), Bluetooth (registered trademark), etc. In the case of wired connection, the network also includes a network that is directly connected by a USB (Universal Serial Bus) cable or the like.

[0095] It should be noted that the computer 90 can be virtually realized by distributing all or part of each hardware configuration among multiple computers 90 and connecting them together 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.

[0096] <Basic functional configuration of computer 90> A description will now be given of the functional configuration of a computer realized by the basic hardware configuration (FIG. 14) of a computer 90. The computer comprises at least the functional units of a control unit, a storage unit, and a communication unit.

[0097] The functional units of the computer 90 can also be realized by distributing all or part of the functional units among multiple computers 90 connected to each other via a network. The computer 90 is a concept that includes not only a single computer 90 but also a virtualized computer system.

[0098] The control unit is realized by the processor 901 reading out various programs stored in the auxiliary storage device 903, expanding the programs in the main storage device 902, and executing processes according to the programs. The control unit can realize functional units that perform various information processing depending on the type of program. In this way, the computer is realized as an information processing device that performs information processing.

[0099] 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 secure a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 in accordance with a program. Furthermore, the control unit can cause the processor 901 to execute processes of adding, updating, and deleting data stored in the storage unit in accordance with the various programs.

[0100] The term database refers to a relational database, which is used to manage sets of data called masters and tables in a tabular format structurally defined by rows and columns, by associating them with each other. In a database, a table is called a table or 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. Usually, a column that serves as a primary key for uniquely identifying a record is set in each table and each master, but setting a primary key in a column is not essential. The control unit can cause the processor 901 to add, delete, or update records in a specific table or master 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.

[0101] In addition, the database and master in this disclosure may include any data structure (such as a list, a dictionary, an associative array, or an object) in which information is structurally defined. The data structure also includes data that can be considered as a data structure by combining data with a function, class, method, or the like written in any programming language.

[0102] 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.

[0103] <Additional Notes> The matters described in the above embodiments will be supplemented below.

[0104] (Appendix 1) A program for causing a first user terminal having a processor, a memory unit, and a code reader to process information relating to a conversation, the program executing a URL identification step (S102) in which the processor reads a two-dimensional code using the code reader and identifies a specific URL based on the two-dimensional code, a calling step (S104) in which the processor calls a specific destination associated with the specific URL identified in the URL identification step, and a sending step (S103) in which additional information not including voice information relating to a call by a first user of the first user terminal is sent based on the specific URL identified in the URL identification step. This allows the first user to make a call to a predetermined destination specified based on the two-dimensional code, and also allows additional information related to the call by the first user to be transmitted to a URL specified based on the two-dimensional code.

[0105] (Appendix 2) The program described in Appendix 1, wherein the URL identification step (S102) includes a step of obtaining embedded information not related to the first user embedded in the two-dimensional code based on the two-dimensional code, and the transmission step (S103) includes a step of transmitting additional information including the embedded information identified in the URL identification step based on a specified URL. This allows the first user to transmit embedded information not related to the first user that is embedded in the two-dimensional code to a URL specified based on the two-dimensional code, together with additional information regarding the first user's call.

[0106] (Appendix 3) The program described in Appendix 1, wherein the sending step (S103) includes a step of sending additional information including the first user information of the first user stored in the memory unit and generated information generated based on the operation of the first user on the first user terminal, based on a specified URL. This allows the first user to send the first user information, which is the first user's personal information stored in the first user terminal, and the input information (generated information) received by an input operation on the first user terminal, to a URL identified based on the two-dimensional code.

[0107] (Appendix 4) The program according to claim 1, wherein the sending step (S103) is executed in response to the calling step. As a result, in response to a call operation by the first user, a call is made to a predetermined destination, and additional information regarding the call by the first user is sent to a URL specified based on the two-dimensional code.

[0108] (Appendix 5) A program as described in Appendix 4, in which the processor executes an agreement step (S103) of requesting the first user to consent to sending additional information prior to the transmission step, and a transmission step in response to receiving an operation indicating consent from the first user in the agreement step. This makes it possible to request consent from the first user before transmitting the additional information stored in the first user terminal to a URL specified based on the two-dimensional code.

[0109] (Appendix 6) A program as described in Appendix 1, in which the processor performs an agreement step (S103) of requesting the first user to agree to sending additional information prior to the sending step, and, in response to receiving an operation from the first user in the agreement step indicating non-agreement, performs a calling step without performing the sending step. This allows a call to be made without transmitting the additional information stored in the first user terminal if the first user does not agree to transmitting the additional information.

[0110] (Appendix 7) A program as described in Appendix 3, wherein the processor includes an agreement step (S103) in which the processor requests the first user to agree to sending additional information prior to the sending step, and the sending step (S103) is a step in which the processor sends the generated information without sending the first user information in response to receiving an operation from the first user in the agreement step indicating that the first user does not agree. As a result, if the first user does not agree to send additional information, it is possible to send and transmit only the input information (generated information) accepted by input operation on the first user terminal, without sending the first user information, which is the first user's personal information.

[0111] (Appendix 8) The program described in Appendix 1, wherein the calling step (S104) is a step of calling a predetermined destination without accepting any operation by the first user on the first user terminal in response to identifying a predetermined URL in the URL identifying step. This allows the first user to make a call to a predetermined destination without performing an input operation (call operation) on the first user terminal, thereby reducing the operational burden on the first user.

[0112] (Appendix 9) A program for causing a computer having a processor and a memory unit to process information relating to a conversation, the program executing an incoming call step (S105) of receiving a call from a first user terminal, a receiving step (S105) of receiving additional information transmitted from the first user terminal, the additional information not including voice information relating to a call of a first user of the first user terminal including embedded information not related to the first user, and a storage step (S105) of storing, in response to the incoming call from the first user terminal in the incoming call step, the additional information received in the receiving step in association with attribute information of the first user stored in the storage unit. This makes it possible to store the additional information and embedded information received from the first user in association with the attribute information related to the first user stored in the server.

[0113] (Appendix 10) The program described in Appendix 9, wherein the receiving step (S105) includes a step of receiving additional information including first user information of the first user stored in the first user terminal and generated information generated on the first user terminal based on an operation by the first user, and the storing step (S105) is a step of storing the first user information and generated information received in the receiving step in association with attribute information of the first user stored in a memory unit. This allows the first user information received from the first user, which is the first user's personal information, and the input information (generated information) accepted by an input operation on the first user terminal to be stored in association with attribute information about the first user stored in the server.

[0114] (Appendix 11) 10. The program according to claim 9, further comprising: a presenting step (S106) of associating the additional information stored in the storing step with attribute information of the first user and presenting the associated additional information to an operator other than the first user. This allows the operator to check the additional information about the first user, the embedded information embedded in the two-dimensional code that is not related to the first user, and the attribute information about the first user that is stored in the server.

[0115] (Appendix 12) A program for causing a system including a computer having a processor and a memory unit and a first user terminal described in Appendix 1 to process information related to a conversation, the program comprising: an incoming call step (S105) in which the processor receives an outgoing call from the first user terminal; a receiving step (S105) in which the processor receives additional information related to a call of a first user of the first user terminal, the additional information being sent from the first user terminal; and a storage step (S105) in which the processor stores, in response to the incoming call from the first user terminal in the incoming call step, the additional information received in the receiving step in association with attribute information of the first user of the first user terminal stored in the storage unit. This makes it possible to store the additional information received from the first user in association with the attribute information related to the first user stored in the server.

[0116] (Appendix 13) 13. The program according to claim 12, further comprising: a presentation step (S106) of the processor associating the additional information stored in the storage step with the attribute information and presenting the associated additional information to an operator different from the first user. This allows the operator to check both the additional information about the first user and the attribute information about the first user stored in the server.

[0117] (Appendix 14) A method implemented on a computer having a processor and a memory, the processor performing all the steps performed in the invention according to any one of claims 1 to 13. This allows the first user to make a call to a predetermined destination specified based on the two-dimensional code, and also allows additional information related to the call by the first user to be transmitted to a URL specified based on the two-dimensional code.

[0118] (Appendix 15) An information processing device comprising a control unit and a memory unit, wherein the control unit executes all of the steps executed in the invention according to any one of Supplementary Note 1 to Supplementary Note 13. This allows the first user to make a call to a predetermined destination specified based on the two-dimensional code, and also allows additional information related to the call by the first user to be transmitted to a URL specified based on the two-dimensional code.

[0119] (Appendix 16) A system comprising means for performing all the steps performed in any of the inventions according to appendix 1 to appendix 13. This allows the first user to make a call to a predetermined destination specified based on the two-dimensional code, and also allows additional information related to the call by the first user to be transmitted to a URL specified based on the two-dimensional code. [Explanation of symbols]

[0120] 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, 60 CRM system, 601 Memory unit, 604 Control unit, 606 Input device, 608 Output device

Claims

1. A program for causing a first user terminal including a processor, a storage unit, and a code reader to process information related to a conversation, The processor, a URL specifying step of reading a two-dimensional code by the code reader and specifying a predetermined URL based on the two-dimensional code; a sending and presenting step of presenting one or more input fields associated with the predetermined URL identified in the URL identification step to a first user of the first user terminal; an input receiving step of receiving an input operation from the first user into the one or more input fields; a calling step of calling a predetermined destination associated with the predetermined URL identified in the URL identifying step in response to receiving a calling operation on a predetermined calling page associated with the predetermined URL identified in the URL identifying step from the first user; a transmission step of transmitting additional information (not including voice information related to the call of the first user) including input operation information related to the input operation accepted from the first user in the input accepting step, from the first user terminal to a predetermined destination associated with the predetermined URL identified in the URL identifying step; A program that executes.

2. the transmission page includes an input button capable of receiving an input operation from the first user; The input receiving step receives an input operation on the input button. The program according to claim 1.

3. the input receiving step is a step of receiving the input operation during a call period after the call is made to the predetermined destination, the transmitting step is a step of transmitting, to the predetermined destination, the additional information including the input operation information received from the first user during a call period after the call is made to the predetermined destination. The program according to claim 1.

4. The processor, an identification information generating step of generating predetermined identification information; The calling step includes a step of sending the predetermined identification information to the predetermined calling destination, The transmission step includes a step of transmitting the additional information including the predetermined identification information (not including the membership registration information of the first user previously registered by the first user) to the predetermined destination. The program according to claim 1.

5. the calling step is a step of calling the predetermined call destination from the first user terminal without prior membership registration by the first user, The transmission step is a step of transmitting the information from the first user terminal to the predetermined destination without prior membership registration by the first user. The program according to claim 4.

6. The URL identifying step includes a step of acquiring embedded information not related to the first user embedded in the two-dimensional code based on the two-dimensional code; the transmitting step includes a step of transmitting the additional information including the embedded information identified in the URL identifying step based on the predetermined URL. The program according to claim 1.

7. The sending step includes: transmitting the additional information including first user information of the first user stored in the storage unit; The program according to claim 1.

8. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; In response to receiving an operation indicating consent from the first user in the consent step, the transmission step is executed. The program according to claim 1.

9. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; In response to receiving an operation indicating that the first user does not agree in the consent step, the transmission step is not executed and the transmission step is executed. The program according to claim 1.

10. The processor, a consent step of requesting the first user to consent to transmitting the additional information before the transmission step; The transmission step is a step of transmitting the additional information excluding the first user information in response to receiving an operation indicating non-consent from the first user in the consent step. The program according to claim 7.

11. A program for causing a system including a computer having a processor and a storage unit and the first user terminal according to claim 1 to process information regarding a conversation, The processor, a receiving step of receiving a call from the first user terminal; A receiving step of receiving the additional information transmitted from the first user terminal; a storage step of storing the additional information received in the receiving step in response to the incoming call from the first user terminal in the incoming call step, in association with attribute information of the first user of the first user terminal stored in the storage unit; A program that executes.

12. The processor, a presentation step of associating the additional information stored in the storage step with the attribute information and presenting the information to an operator different from the first user; Execute The program according to claim 11.

13. The first user terminal transmits a signal via a WebRTC communication method; The first user terminal transmits information by a SIP method; 13. The program according to claim 1.

14. A method implemented on a computer having a processor and a memory, the processor performing all of the steps performed in any one of claims 1 to 12.

15. 13. An information processing device comprising a control unit and a storage unit, the control unit executing all of the steps executed in the invention according to any one of claims 1 to 12.

16. A system comprising means for executing all the steps performed in an invention according to any one of claims 1 to 12.