Call control method, call control system, and program

Abstract

Provided is a call control method that includes: when a call is being made with a user via a store terminal while displaying an avatar image on a display unit of the store terminal, generating re-call identification information including first sub-identification information corresponding to a content of the call and second sub-identification information for starting call application software; displaying the re-call identification information on the display unit of the store terminal; and displaying the avatar image on a display unit of a user terminal when re-call request information corresponding to the re-call identification information has been acquired from the user terminal, and then setting to a re-call state via the user terminal.

Description

Call control method, call control system, and program

[0001] The present invention relates to a call control method, a call control system, and a program.

[0002] In recent years, there have been an increasing number of opportunities for users to communicate with others via avatars displayed on display devices such as digital signage and tablet devices. Furthermore, this method is also being used to provide various customer service in retail stores, insurance agencies, and the like. Cited Document 1 discloses a method of communicating with a user while displaying an avatar image on the display unit of a store terminal.

[0003] JP 2023-007309 A

[0004] When serving customers at a retail store, a person in charge (operator) disguised as an avatar interacts with the user via fixed signage or a display. When purchasing a product (e.g., a peripheral device) at a retail store, the store may not be able to immediately determine whether the product's specifications (model) match those of a product the user owns (e.g., an electrical appliance such as an air conditioner). This requires a retail store salesperson or a field worker (retailer) to visit the store (e.g., at the user's home) to check the product, which is extremely time-consuming. Alternatively, when the user travels to the store to check again, they may be unable to determine whether the model of the product currently available matches that of the product they are trying to purchase, leading to a decision to abandon the purchase. Alternatively, the user may be unable to determine the product's condition and decide whether to replace the product they own.

[0005] Therefore, one of the objects of the present invention is to enable users located in distant places to easily re-establish communication with each other.

[0006] According to one embodiment of the present invention, there is provided a call control method including: while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generating repeat call identification information including call identification information corresponding to the content of the call and app information associated with call application software; displaying the repeat call identification information on the display unit of the store terminal; and, when repeat call request information corresponding to the call identification information is obtained from the user's user terminal via the call application software, displaying the avatar image on the display unit of the user terminal and setting the user terminal to a repeat call possible state.

[0007] In the above call control method, when a request to send a confirmation code corresponding to user authentication of the call application software is obtained from the user terminal, a confirmation code is generated and sent to the user terminal, and when the information sent from the user terminal satisfies a predetermined condition, link information for resuming the call is generated, and when the re-call request information is obtained based on the link information, the avatar image is displayed on the display unit of the user terminal and the re-call possible state is set.

[0008] In the above call control method, the repeat call identification information may be a QR code.

[0009] In the above call control method, the identification information may be generated when the call-return identification information generation request information is input to the store terminal.

[0010] In the above call control method, the recalled call identification information may be erased after a predetermined time has elapsed after the recalled call identification information is displayed.

[0011] In the above call control method, the repeat call identification information may be erased when information associated with the repeat call identification information is acquired.

[0012] In the above call control method, when the user information acquired from the user terminal is stored in advance in a storage unit, the current call identification information may be associated with the past call identification information and set to a state where a call can be resumed.

[0013] According to one embodiment of the present invention, there is provided a program for causing a computer to execute the above call control method.

[0014] According to one embodiment of the present invention, a call control system is provided that includes a control unit that, while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generates repeat call identification information including call identification information corresponding to the content of the call and app information associated with call application software, displays the repeat call identification information on the display unit of the store terminal, and, when repeat call request information corresponding to the call identification information is obtained from the user's user terminal via the call application software, displays the avatar image on the display unit of the user terminal and sets the user terminal to a state where a repeat call is possible.

[0015] In the above call control system, when the control unit receives a request from the user terminal to send a confirmation code corresponding to user authentication of the call application software, it generates a confirmation code and sends the confirmation code to the user terminal.When the information sent from the user terminal satisfies predetermined conditions, it generates link information for resuming the call.When the re-call request information is received based on the link information, it displays the avatar image on the display unit of the user terminal and sets the user terminal to the re-call possible state.

[0016] In the above call control system, the repeat call identification information may be a QR code.

[0017] In the above call control system, the control unit may generate the identification information when the store terminal receives information requesting generation of the repeat call identification information.

[0018] In the above call control system, the control unit may erase the recalled call identification information after a predetermined time has elapsed after displaying the recalled call identification information.

[0019] In the call control system, the control unit may erase the recall identification information when acquiring information associated with the recall identification information.

[0020] In the above call control system, when user information acquired from the user terminal is pre-stored in the memory unit, the control unit may associate the current call identification information with past call identification information and set the call to a state where a call can be resumed.

[0021] According to the present invention, users who are located in different places can easily re-establish communication with each other.

[0022] 1 is a diagram illustrating a call control system according to an embodiment of the present invention. FIG. 1 is a diagram illustrating the hardware configuration of each device constituting the call control system according to an embodiment of the present invention. FIG. 2 is a diagram illustrating the software configuration of a control unit of a call control server according to an embodiment of the present invention. FIG. 3 is a flow diagram illustrating a call control method of the call control system according to an embodiment of the present invention. FIG. 4 is a flow diagram illustrating a call control method of the call control system according to an embodiment of the present invention. FIG. 5 is a flow diagram illustrating a call control method of the call control system according to an embodiment of the present invention. FIG. 6 is a schematic diagram illustrating a flow of call control processing of the call control system according to an embodiment of the present invention. FIG. 7 is a schematic diagram illustrating a flow of call control processing of the call control system according to an embodiment of the present invention. FIG. 8 is an example of a user interface displayed on a user terminal according to an embodiment of the present invention. FIG. 9 is an example of a user interface displayed on a user terminal according to an embodiment of the present invention. FIG. 10 is an example of a user interface displayed on a user terminal according to an embodiment of the present invention. FIG. 11 is a flow diagram illustrating call control of the call control system according to an embodiment of the present invention.

[0023] The following embodiments are merely examples of the present invention, and the present invention is not limited to these embodiments. In the drawings referred to in this embodiment, the same or similar reference numerals (e.g., xxA) are used to designate the same parts or parts having similar functions, and repeated explanations thereof may be omitted.

[0024] First Embodiment A call control system according to a first embodiment of the present invention will be described in detail with reference to the drawings.

[0025] (1-1. Overall Configuration of Call Control System) Fig. 1 is a diagram illustrating a call control system 1 according to a first embodiment of the present invention. This call control system 1 includes a call control server 10, a web server 30, a user terminal 40, an operator terminal 50, and a store terminal 60.

[0026] A database 15 is connected to the call control server 10. In Fig. 1, one operator terminal 50 is provided in the call control system 1, but two or more operator terminals 50 may be provided.

[0027] 1 , a call control server 10, a web server 30, a user terminal 40, an operator terminal 50, and a store terminal 60 are connected to a network 91. The network 91 is a communication network that uses a packet switching method such as the Internet. The user terminal 40 is a mobile terminal such as a smartphone that is capable of at least making calls and browsing web pages using Voice over Internet Protocol (VoIP).

[0028] According to the call control system 1, a user can talk to an operator using an avatar image displayed on the display unit of a store terminal 60 installed in a store. In addition, by reading identification information (in this example, a QR (Quick Response) code (registered trademark)) displayed on the store terminal 60 with a user terminal and inputting a call retry request, the user can talk to the operator again using the avatar image displayed on the user terminal at a location away from the store. The configuration of the call control system 1 for realizing such processing is described below.

[0029] (1-2. Hardware Configuration) FIG. 2 is a diagram illustrating the hardware configuration of each device that constitutes the call control system 1. As shown in FIG.

[0030] (1-2-1. Call Control Server 10) The call control server 10 includes a control unit 11, a storage unit 12, and a communication unit 13. The control unit 11 is an example of a computer including an arithmetic processing circuit such as a CPU (Central Processing Unit), an ASIC (Application Specific Integrated Circuit), and an FPGA (Field Programmable Gate Array). The control unit 11 executes programs stored in the storage unit 12 to realize various functions in the call control server 10. In this way, processing (call control) by the call control server 10 in the call control system 1 is performed.

[0031] The storage unit 12 includes a storage device and stores a call control program. The storage unit 12 also stores various data used when the call control program is executed. The program may be provided in a state recorded on a computer-readable recording medium such as a magnetic recording medium, an optical recording medium, a magneto-optical recording medium, or a semiconductor memory. In this case, the call control server 10 only needs to include an interface for connecting the recording medium. Here, the storage medium may be defined as a medium separate from the storage unit 12 included in the call control server 10, or may be a medium used in the storage unit 12.

[0032] The communication unit 13 includes a communication module, and connects to the network 91 under the control of the control unit 11 to send and receive information to and from other devices connected to the network 91. In this example, the communication unit 13 also connects to a database 15 to send and receive information. Call logs, user information, store information (tenant ID), case information (case ID) corresponding to calls (call content), and the like are sequentially registered in the database 15. The communication unit 13 may be connected to the database 15 via the network 91. The information registered in the database 15 may also be stored in the storage unit 12. In this case, the database 15 may not exist.

[0033] (1-2-2. Web Server 30) The web server 30 includes a control unit 31, a storage unit 32, and a communication unit 33. The control unit 31 has a configuration basically similar to that of the control unit 11 described above, and realizes various functions in the web server 30. In this way, processing by the web server 30 in the call control system 1 is executed.

[0034] The storage unit 32 has a configuration basically similar to that of the storage unit 12, and the only difference is the content of the program instructions stored therein, so a description thereof will be omitted. The communication unit 33 has a configuration basically similar to that of the communication unit 13, so a description thereof will be omitted.

[0035] (1-2-3. User Terminal 40) The user terminal 40 is a terminal carried by a user. For example, the user terminal 40 may be a portable terminal such as a smartphone, a tablet terminal, or a notebook PC (Personal Computer). The user terminal 40 is not limited to a portable terminal and may be a desktop PC. The user terminal 40 includes a control unit 41, a storage unit 42, a communication unit 43, a display unit 44, an operation unit 45, a call unit 46, and an imaging unit 47. The control unit 41 has a configuration basically similar to the above-mentioned control unit 11, and realizes various functions in the user terminal 40. The control unit 41 executes processing in the user terminal 40 in the call control system 1.

[0036] The storage unit 42 has a configuration basically similar to that of the storage unit 12, with the only difference being the content of the program instructions stored therein, and therefore a description thereof will be omitted. The communication unit 43 has a configuration basically similar to that of the communication unit 13, with the only difference being the network that can be connected to, and therefore a description thereof will be omitted.

[0037] The display unit 44 includes a display device whose display content is controlled by the control unit 41. The operation unit 45 includes a touch sensor in this example, and outputs information corresponding to the position operated by the user to the control unit 41. This touch sensor is provided on the display area of ​​the display unit 44. In other words, the display unit 44 and the operation unit 45 form a touch panel. The call unit 46 includes functions necessary for a telephone, and includes, for example, a speaker that outputs signals supplied from the control unit 41 as sound, and a microphone that outputs input sound signals to the control unit 41.

[0038] The image capturing unit 47 captures an image of the user. The image capturing unit 47 may be a complementary metal-oxide-semiconductor (CMOS) sensor or a charge-coupled device (CCD) sensor.

[0039] (1-2-4. Operator Terminal 50) The operator terminal 50 is a terminal operated by an operator in a call center. The operator terminal 50 includes a control unit 51, a storage unit 52, a communication unit 53, a display unit 54, an operation unit 55, a call unit 56, and an imaging unit 57. The control unit 51 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the operator terminal 50. In this way, processing in the operator terminal 50 in the call control system 1 is executed.

[0040] The storage unit 52 has a configuration basically similar to that of the storage unit 12, with the only difference being the contents of the program instructions stored therein, and therefore a description thereof will be omitted. The communication unit 53 has a configuration basically similar to that of the communication unit 13, with the only difference being the network that can be connected to, and therefore a description thereof will be omitted.

[0041] The display unit 54 includes a display device whose display content is controlled by the control unit 51. The operation unit 55 includes a keyboard in this example, and outputs information corresponding to a button (position) pressed by the operator's finger to the control unit 51. The call unit 56 is configured with a headset in this example. The call unit 56 includes a speaker that outputs a signal supplied from the control unit 51 as sound, and a microphone that outputs an input sound signal to the control unit 51.

[0042] The imaging unit 57 captures an image of the operator and has basically the same configuration as the imaging unit 47. The imaging unit 57 captures an image of the operator's movements in order to operate the avatar, and the captured information is used in conjunction with the control unit 41 to analyze the operator's movements using an analysis program that uses AI (Artificial Intelligence) and operate the avatar.

[0043] (1-2-5. Store terminal 60) The store terminal 60 is a terminal installed in a store. The store terminal 60 includes a control unit 61, a storage unit 62, a communication unit 63, a display unit 64, an operation unit 65, a call unit 66, and an imaging unit 67. The control unit 61 has a configuration basically similar to that of the control unit 11 described above, and realizes various functions in the store terminal 60. It executes processing in the store terminal 60 in the call control system 1.

[0044] The storage unit 62 has a configuration basically similar to that of the storage unit 12, with only the contents of the program instructions stored therein differing, and therefore a description thereof will be omitted. The communication unit 63 has a configuration basically similar to that of the communication unit 13, with only the connectable networks differing, and therefore a description thereof will be omitted. The operation unit 65 has a configuration basically similar to that of the operation unit 45, with only the contents of the operations differing, and therefore a description thereof will be omitted. The call unit 66 has a configuration basically similar to that of the call unit 46, with only the contents of the calls differing, and therefore a description thereof will be omitted. The imaging unit 67 has a configuration basically similar to that of the imaging unit 47, with only the contents of the images captured differing, and therefore a description thereof will be omitted.

[0045] The display unit 64 has basically the same configuration as the display unit 44. The display unit 64 functions as signage when not in communication with a user. When in communication with a user, an avatar image is displayed on the display unit 64 in place of the operator.

[0046] The store terminal 60 may further include a detection unit. In this example, the detection unit may be an infrared sensor. This makes it possible to detect that a person is approaching the store terminal 60. Alternatively, the store terminal 60 may detect that a person is staying by the control unit 61 using information captured by the imaging unit 67. Alternatively, the information captured by the imaging unit 67 may be acquired by the operator terminal 50, and the operator may input into the operator terminal 50 that a person is staying, thereby detecting that a person is staying.

[0047] (1-3. Software Configuration of Call Control Server) Fig. 3 is a diagram showing the software configuration of the control unit 11 of the call control server 10. The control unit 11 includes an acquisition unit 11a, a generation unit 11b, a determination unit 11c, a display control unit 11d, and a call control unit 11e.

[0048] The acquisition unit 11a has a function of acquiring various information from each device. In this example, the acquisition unit 11a acquires a request to generate a QR code (registered trademark), a request to retry a call, a request to authenticate a user, and the like.

[0049] The generator 11b has a function of generating various information based on the information acquired by the acquirer. In this example, the generator 11b generates a QR code, a URL (also referred to as "application information") of application software (also referred to as "application") for redialing, and a URL (Uniform Resource Locator) (also referred to as "link information") for redialing.

[0050] The determination unit 11c has a function of determining whether the acquired information satisfies a predetermined condition. In this example, the determination unit 11c determines whether the code information acquired from the user terminal 40 as user authentication matches the code information generated by the generation unit.

[0051] Display control unit 11d has a function of controlling the display of avatar images on each device.

[0052] The call control unit 11e has a function of controlling calls between a user and an operator via the store terminal 60 or the user terminal 40.

[0053] (1-4. Call Control Processing) Next, we will explain the call control realized in the call control system in the first embodiment of the present invention. Figures 4 to 7 are flow diagrams showing the call control method of the call control system 1 in this embodiment. Figures 8 and 9 are schematic diagrams showing the flow of the call control processing. Figures 10 to 14 are examples of user interfaces.

[0054] (1-4-1. Call with an operator using a store terminal) First, the user moves in front of the store terminal 60 (see FIG. 8). At this time, an avatar image is displayed on the display unit 64 of the store terminal 60 (step S101 in FIG. 4). Note that an advertisement may be displayed on the display unit 64 of the store terminal 60 until the user approaches the store terminal 60. When the user touches a part (e.g., a call request button) of the operation unit 65 (display unit 64) of the store terminal 60, a call request is input (step S103).

[0055] As a result, call request information is sent from the store terminal 60 to the call control server 10 (step S105), and the call control server 10 receives (acquires) the call request (step S107). Upon acquiring the call request, the call control server 10 generates call instruction information (step S109) and transmits it to the operator terminal 50 (step S111). At this time, the operator terminal 50 accessing the application software on the call control server 10 detects (acquires) the call instruction (step S113). The operator using the operator terminal 50 that detected the call instruction inputs call start information (step S115), and a call is made between the user (store terminal 60) and the operator (operator terminal 50) (step S117). At this time, the call control server 10 may generate a call record (call log data) and store it in the database 15 (step S119).

[0056] (1-4-2. Reading the QR Code and Obtaining the Call-Back App) As shown in FIG. 5 , when the user encounters a matter that the operator needs to confirm (a request for takeout) during a call, the user inputs a QR code generation request for making a call back to the store terminal 60 (step S201). For example, the QR code generation request may be input by pressing a call-back request button (also referred to as an "avatar takeout button") displayed on the display unit 64 of the store terminal 60. The QR code generation request is transmitted to the call control server 10 (step S203). The call control server 10 generates a QR code based on the QR code generation request (step S205) and instructs the server 10 to display it. The generated QR code is transmitted to the store terminal 60 (step S207). The QR code 100 (also referred to as call-back identification information) is displayed on the display unit 64 of the store terminal 60 (step S209).

[0057] The QR code 100 includes the store name (tenant ID), information corresponding to the call (contents) (also referred to as case ID or call identification information) (specifically, the title of the call), and a web address (information associated with the call application software, also referred to as "app information") for accessing web application software (also referred to as "avatar takeaway app") for resuming the call on the user terminal 40. The title may be entered by an operator or extracted from a call log by machine learning.

[0058] The user reads the QR code 100 displayed on the display unit 64 of the store terminal 60 with the user terminal 40 (step S211, FIGS. 9 and 10). After reading the QR code and entering the URL displayed on the display unit 44 of the user terminal 40, a request to access the page of the avatar takeaway app on the web server 30 is transmitted (step S213), and the page is accessed (step S215). The web server 30 transmits information about the web app (step S217), and the avatar takeaway app is displayed on the user terminal 40 (step S219).

[0059] At this time, as shown in FIG. 11 , a user information input screen 200 for user authentication in the avatar take-home app is displayed on the display unit 44 of the user terminal 40. The user information input screen 200 displays a tenant name (tenant ID) 210, a title name (case ID) 220, an email address input section 230, a phone number input section 240, and a confirmation code send button 250. The user inputs an email address and / or phone number into the user terminal 40 and presses the confirmation code send button 250. At this time, a confirmation code transmission request is input (step S221). When the user information and the confirmation code transmission request are input into the user terminal 40, the user information and the confirmation code request are transmitted to the web server 30 (step S223).

[0060] As shown in FIG. 6 , when the web server 30 receives the user information and a confirmation code transmission request (step S225), the web server 30 generates a confirmation code based on the confirmation code transmission request (step S229) and transmits the confirmation code to the user terminal 40 (step S231). At this time, a confirmation code input screen 300 of the avatar take-home app is displayed on the display unit 44 of the user terminal 40 ( FIG. 12 ). As shown in FIG. 12 , the confirmation code input screen 300 displays a tenant name (tenant ID) 310, a title name (case ID) 320, a confirmation code input section 330, and a confirmation code authentication button 340. The user enters the confirmation code transmitted to the user terminal 40 into the confirmation code input section 330 (step S233, FIG. 12 ) and presses the confirmation code authentication button 340 at the bottom of the screen ( FIG. 12 ). The input information (confirmation code) is sent to the call control server 10 (step S235), and the call control server 10 acquires the information (confirmation code) (step S237). At this time, the call control server 10 executes a user authentication process (step S239). This authenticates the user's identification information (user ID). When the user authentication is complete, the call control server 10 generates link information (step S241) and transmits the link information to the user terminal 40 (step S243). The user terminal 40 acquires the link information (step S245). This causes the call resumption setting screen 400 to be displayed (FIG. 13). At this time, a call resumption possible state is set. Note that user authentication is not limited to a phone number or email address, and other information may also be input.

[0061] 13, the call resumption setting screen 400 of the user terminal 40 displays a tenant name (tenant ID) 410, a title name (case ID) 420, a guide display 430 asking "Do you want to start the call?", and an avatar call button 440 (step S301). When the user presses the avatar call button 440, a call resumption request corresponding to the case ID associated with the link information is input (step S303). The call resumption request is sent to the call control server 10 (step S305).

[0062] When the call control server 10 receives the re-call request (step S307), it generates re-call instruction information (step S309). The re-call instruction information (also referred to as an "incoming call notification") is transmitted to the operator terminal 50 (step S311). If multiple operator terminals 50 exist, the operator terminal 50 that can accept the call instruction information may receive the re-call instruction information (step S313). The call control server 10 also generates avatar display instruction information (step S317) and transmits it to the user terminal (step S319). Upon receiving the avatar image display instruction information, the user terminal 40 displays an avatar image 500 on the display unit 44 (step S321) ( FIG. 14 ). These processes establish a re-call available state, and the re-call is made between the user and the operator via the user terminal while the avatar image is displayed on the display unit 44 of the user terminal 40 (step S323). At this time, the case ID and tenant ID may be displayed on the operator terminal 50 in response to a display instruction from the call control server 10, along with information about the previous call. This completes the call control method of this embodiment.

[0063] By using this embodiment, even if the person in charge (operator) who actually served customers at the store does not go to the store, the person in charge can understand whether the specifications of the product the person in charge is considering purchasing match the specifications of the product the user owns, allowing the product to be purchased with confidence. Also, because the person in charge can understand the condition of the product, they can determine whether the product should be replaced. In other words, by using this embodiment, a user and a person in charge (operator) who are located far away can easily call each other again and communicate with each other.

[0064] Second Embodiment In this embodiment, a method for erasing a displayed QR code will be described.

[0065] 15 is a flowchart showing a method for displaying a displayed QR code. As shown in FIG. 15, when the call control server 10 instructs the store terminal 60 to display a QR code (step S2091), it acquires the display start time (step S2093). Next, the call control server 10 determines whether a predetermined time (in this example, three minutes after the display start) has elapsed since the display start (step S2095). If the predetermined time has not elapsed (step S2095; No), this process loops.

[0066] If it is determined that the predetermined time has elapsed (step S2095; Yes), the call control server 10 instructs the store terminal 60 to erase the QR code.

[0067] By using this embodiment, it is possible to prevent the QR code from being used by others, and to restrict access to the user and the operator for re-calls.

[0068] In this embodiment, an example is shown in which the QR code is erased after a predetermined time has elapsed, but the present invention is not limited to this. For example, the QR code may be erased when the user presses (inputs) a part of the store terminal 60 (for example, the part where the QR code is displayed), or the QR code may be erased when the user moves a predetermined distance away from the store terminal (when the sensor detects that no one is near the store terminal 60). In this way, the QR code can be displayed at the timing when the user wants to erase it.

[0069] Third Embodiment In this embodiment, the user authentication process will be described in more detail. Fig. 16 is a flow chart of the user authentication process.

[0070] First, the call control server 10 determines whether the acquired information matches the confirmation code (step S2391). If the confirmation code sent to the user terminal 40 does not match the information (confirmation code) acquired by the call control server 10 (step S2392; No), the user authentication is rejected (step S2394), and the authentication process ends.

[0071] If the transmitted confirmation code matches the information (confirmation code) acquired by the call control server 10 (step S2392; Yes), the call control server 10 executes user authentication processing (step S2393). Furthermore, the call control server 10 determines whether the acquired user ID has already been acquired (registered) in the database 15 (step S2395).

[0072] At this time, if the user ID is already registered (if the user has previously spoken to an operator) (step S2395; Yes), the system extracts past call logs (also called call history or past call identification information), associates the current call log (current call identification information) with the past call logs, and sets the system to a state where the call can be resumed. This allows the call to be resumed using the past call log.

[0073] Fourth Embodiment In the first embodiment of the present invention, an example of making a call via the Internet was shown, but in this embodiment, an example of making a call using a telephone line will be described.

[0074] 17 is a diagram illustrating a call control system 1A according to this embodiment. The call control system 1A includes a call control server 10, a call center CC, a web server 30, a user terminal 40, and a store terminal 60.

[0075] The call center CC includes a call center server 20, a database 25, and an operator terminal 50. Although one operator terminal 50 is provided in Fig. 17, two or more operator terminals 50 may be provided. The call center server 20 may include a control unit, a storage unit, and a communication unit, and the hardware configuration of these may be the same as that of the call control server 10.

[0076] 17 shows two networks 91 and 93. Network 93 is a public switched telephone network (PSTN) that uses a circuit switching method such as telephone lines. In this embodiment, network 91 is used for communication using a web browser, and network 93 is used for communication by telephone.

[0077] The call center CC may be provided with an internal telephone network and a local area network (LAN) (not shown). In the call center CC, the telephone lines used for the operator terminals 50 may be controlled by a private branch exchange (PBX) (not shown). A call history (call log) between the user terminals and the operator terminals may be stored in a database 25.

[0078] <Modifications> The present disclosure is not limited to the above-described embodiments, and includes various other modifications. For example, the above-described embodiments have been described in detail to clearly explain the present disclosure, and are not necessarily limited to those including all of the described configurations. Furthermore, part of the configuration of one embodiment may be replaced with the configuration of another embodiment, or the configuration of another embodiment may be added to the configuration of one embodiment. Furthermore, part of the configuration of each embodiment may be added, deleted, or replaced with other configurations. Some modifications will be described below. Note that examples of modifications of the first embodiment can also be applied as examples of modifications of other embodiments.

[0079] The call-back URL generated in the first embodiment of the present invention may be invalidated based on a predetermined condition. For example, the call-back URL may be invalidated one week after its generation.

[0080] Although the first embodiment of the present invention illustrates an example in which a QR code is displayed, the present invention is not limited to this. For example, a keyword or a URL may be displayed in addition to the QR code. Alternatively, a case ID or a tenant ID may be displayed.

[0081] In the first embodiment of the present invention, an example has been shown in which the user inputs a QR code generation request for making a re-call to the store terminal 60, and the call control server 10 generates a QR code based on the QR code generation request, but the present invention is not limited to this. The operator may input a QR code generation request for making a re-call to the operator terminal 50, and the call control server 10 may generate a QR code.

[0082] In addition, in one embodiment of the present invention, an example has been shown in which the QR code includes the case ID, the tenant ID, and a web address for accessing application software for making a call again from the user terminal 40. However, the present invention is not limited to this. For example, the QR code may include a user ID. This allows a call to be made while reflecting the content of the user's previous call.

[0083] In the first embodiment of the present invention, an example was shown in which a call request was input by touching a part of the store terminal 60 (a call request button), but the present invention is not limited to this. For example, the user may operate the operation unit of the store terminal, or a detection unit may detect the user when the user approaches within a predetermined distance, and a call request may be input.

[0084] Although an example of communication between a user and a retailer has been described in one embodiment of the present invention, the present invention is not limited to this. The user may be a beauty consultant or a general user, in addition to a retailer. For example, the user may talk to an avatar image (operator) displayed on the display unit of a desktop PC, and then resume the conversation by displaying the avatar image on a smartphone.

[0085] In the above-described embodiments, the functions of each server constituting the call control system may be realized by multiple servers working together. Furthermore, the functions of each server may be integrated into a single server. For example, the web server 30 and the call control server 10 may be implemented by the same server. In the fourth embodiment of the present invention, the web server 30 and the call center server 20 are preferably implemented as separate servers for security reasons due to the differences in the types of data they handle. However, they may be integrated into a single server by using separate databases or by dividing the internal processing. Furthermore, some of the server functions may be implemented on the terminal side, and some of the terminal functions may be implemented on the server side.

[0086] In the first embodiment of the present invention, an example in which a web application is accessed is shown, but the present invention is not limited to this. Call resumption processing may be performed by installing call resumption application software in the user terminal 40.

[0087] 1...call control system, 10...call control server, 11...control unit, 11a...acquisition unit, 11b...generation unit, 11c...determination unit, 11d...display control unit, 11e...call control unit, 12...storage unit, 13...communication unit, 15...database, 20...call center server, 25...database, 30...web server, 31...control unit, 32...storage unit, 33...communication unit, 40...user terminal, 41...control unit, 42...storage unit, 43...communication unit, 44...display unit, 45...operation unit, 46...call unit, 47...imaging unit, 50...operator terminal, 51...control unit, 52...storage unit, 53...communication unit, 54...display unit, 55...operation unit, 56...call unit, 57...imaging unit, 60...store terminal, 61...control unit, 62...storage unit, 6 3...Communication unit, 64...Display unit, 65...Operation unit, 66...Call unit, 67...Imaging unit, 91...Network, 93...Network, 100...QR code, 200...User information input screen, 210...Tenant name (tenant ID), 220...Title name (case ID), 230...Email address input section, 240...Telephone number input section, 250...Confirmation code send button, 300...Confirmation code input screen, 310...Tenant name (tenant ID), 320...Title name (case ID), 330...Confirmation code input section, 340...Confirmation code authentication button, 400...Recall setting screen, 410...Tenant name (tenant ID), 420...Title name (case ID), 430...Guidance display, 440...Avatar call button, 500...Avatar image

Claims

1. A call control method comprising: while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generating call identification information corresponding to content of the call and re-call identification information including app information associated with call application software, displaying the re-call identification information on the display unit of the store terminal, and when re-call request information corresponding to the call identification information is obtained from the user terminal of the user via the call application software, displaying the avatar image on the display unit of the user terminal and setting the user terminal to a state where a re-call is possible.

2. A call control method as described in claim 1, further comprising the steps of: generating a confirmation code when a request to send a confirmation code corresponding to user authentication of the call application software is obtained from the user terminal; transmitting the confirmation code to the user terminal; generating link information for resuming the call when information transmitted from the user terminal satisfies a predetermined condition; and, when the call resumption request information is obtained based on the link information, displaying the avatar image on a display unit of the user terminal and setting the user terminal to a state where the call can be resumed.

3. The call control method according to claim 1, wherein the repeat call identification information is a QR code.

4. The call control method according to claim 1, further comprising the step of generating the repeat-call identification information when the repeat-call identification information generation request information is input to the store terminal.

5. The call control method according to claim 1, further comprising the step of: erasing said recall identification information after a predetermined time has elapsed since displaying said recall identification information.

6. The call control method according to claim 1, further comprising the step of: erasing the repeat call identification information when information associated with the repeat call identification information is acquired.

7. The call control method according to claim 1, further comprising the steps of: when the user information acquired from the user terminal is stored in advance in a storage unit, associating the current call identification information with the past call identification information and setting the state to enable a re-call.

8. A program causing a computer to execute the call control method according to any one of claims 1 to 7.

9. A call control system including a control unit that, while displaying an avatar image on a display unit of a store terminal and making a call with a user via the store terminal, generates call identification information corresponding to the content of the call and re-call identification information including app information associated with call application software, displays the re-call identification information on the display unit of the store terminal, and, when re-call request information corresponding to the call identification information is obtained from the user terminal of the user via the call application software, displays the avatar image on the display unit of the user terminal and sets the user terminal to a state where a re-call is possible.

10. The call control system of claim 9, wherein the control unit generates a confirmation code when it receives a request to send a confirmation code corresponding to user authentication of the call application software from the user terminal, transmits the confirmation code to the user terminal, generates link information for resuming the call when the information transmitted from the user terminal satisfies a predetermined condition, and when it receives the call resumption request information based on the link information, displays the avatar image on the display unit of the user terminal and sets the user terminal to a state where the call can be re-started.

11. The call control system according to claim 9, wherein the repeat call identification information is a QR code.

12. The call control system according to claim 9, wherein the control unit generates the re-call identification information when the store terminal receives information requesting generation of the re-call identification information.

13. The call control system according to claim 9, wherein the control unit erases the re-call identification information after a predetermined time has elapsed after displaying the re-call identification information.

14. The call control system according to claim 9, wherein the control unit erases the re-call identification information when information associated with the re-call identification information is acquired.

15. The call control system of claim 9, wherein the control unit, when user information acquired from the user terminal is pre-stored in the memory unit, associates the current call identification information with past call identification information and sets the state to enable a repeat call.

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