Program, method, information processing device, and system

Abstract

This program causes a first user terminal including a processor, a storage unit, and a code reader to process information related to a dialog. The processor executes: a URL identification step for reading a two-dimensional code by a code reader and identifying a prescribed URL on the basis of the two-dimensional code; a call step for calling a prescribed call destination associated with the prescribed URL identified in the URL identification step; and a transmission step for transmitting, on the basis of the prescribed URL identified in the URL identification step, additional information that does not include speech information related to a call of a first user of the first user terminal.

Description

Program, method, information processing device, and system

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

[0002] Online calling services are known. Patent Document 1 discloses a technology for making calls using web content.

[0003] Patent No. 7249073

[0004] There is a problem in that additional information related to a call cannot be transmitted to the call destination. Therefore, the present disclosure has been made to solve the above problem, and its purpose is to provide a technology for making a call to a predetermined call destination and transmitting additional information related to the call to the call destination.

[0005] A program that causes a first user terminal equipped with a processor, a memory unit, and a code reader to process information related 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 specified URL based on the two-dimensional code; a calling step in which the processor makes a call to a specified destination associated with the specified URL identified in the URL identification step; and a sending step in which the processor sends additional information that does not include voice information related to a call made by a first user of the first user terminal based on the specified URL identified in the URL identification step.

[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.

[0007] FIG. 1 is a block diagram showing the functional configuration of the system 1. FIG. 1 is a block diagram showing the functional configuration of the server 10. FIG. 1 is a block diagram showing the functional configuration of the first user terminal 20. FIG. 2 is a block diagram showing the functional configuration of the second user terminal 30. FIG. 2 is a diagram showing the data structure of a user table 1012. FIG. 3 is a diagram showing the data structure of a group table 1013. FIG. 4 is a diagram showing the data structure of a dialogue table 1014. FIG. 5 is a diagram showing the data structure of a label table 1015. FIG. 6 is a diagram showing the data structure of a voice segment table 1016. FIG. 7 is a diagram showing the data structure of a code table 1021. FIG. 8 is a diagram showing the data structure of a contact table 1022. FIG. 9 is a flowchart showing the operation of the inquiry process. FIG. 10 is an example screen showing the operation of an outgoing page in the inquiry process. FIG. 11 is a block diagram showing the basic hardware configuration of a computer 90.

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

[0009] <Configuration of System 1> 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. System 1 includes information processing devices, such as a server 10, a first user terminal 20, a second user terminal 30, a voice server (PBX) 50, and a CRM system 60, all connected via a network N. Fig. 1 is a block diagram showing the functional configuration of system 1. Fig. 2 is a block diagram showing the functional configuration of the server 10. Fig. 3 is a block diagram showing the functional configuration of the first user terminal 20. Fig. 4 is a block diagram showing the functional configuration of the second user terminal 30.

[0010] Each information processing device is configured by a computer equipped with an arithmetic unit and a storage device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by this 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 will be omitted.

[0011] <Configuration of Server 10> 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 via 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. Note that the customers do not necessarily have to be users 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 Storage Unit 101 of 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 programs 1011 are programs for causing the control unit 104 of the server 10 to function as each functional unit. The 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 that uses the user ID as the primary key and has columns for the user ID, group ID, user name, and user attributes. FIG. 5 is a diagram showing the data structure of the user table 1012.

[0015] The user ID is an item that stores user identification information for identifying a user. The user identification information is an item that is set to a unique value for each user. The group ID is an item that stores group identification information for identifying a group. One or more group identification information are associated with each user and stored, thereby indicating that the user belongs to one or more groups. The user name is an item that stores the user's name. The user name may not be a name, but may be any character string such as a nickname. The user attributes are an item that stores attribute information related to the 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. In addition, 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, customer information may include information such as a user's transaction history (purchased products, service types, quantities, and prices), payment methods (credit cards, bank transfers, 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, website and app activity, social media activity, occupation, education level, family composition, records of interactions with customer service, feedback and survey responses, etc.

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

[0017] The group ID is an item that stores 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 that stores the name of the group. Any character string can be set as the group name. The group attribute is an item that stores information about the attributes of the group, such as the 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 dialogues between users and customers. The dialogue table 1014 is a table with a dialogue ID as a primary key and has columns for dialogue ID, user ID, customer ID, dialogue category, incoming / outgoing type, voice data, video data, and inquiry data. Figure 7 shows the data structure of the dialogue table 1014.

[0019] The conversation ID is a field that stores conversation identification information for identifying a conversation. The conversation identification information is a field that has a unique value set for each conversation information. The user ID is a field that stores user identification information for identifying a user in a conversation between a user and a customer. Multiple user IDs may be associated with each conversation information. The customer ID is a field that stores user identification information for identifying a customer in a conversation between a user and a customer. Multiple user IDs may be associated with each conversation information. The conversation category is a field that stores the type (category) of the conversation between the user and the customer. The conversation data is classified by the conversation category. The conversation category stores values ​​such as telephone user, telemarketing, customer support, and technical support depending on the purpose of the conversation between the user and the customer. The call type is a field that stores information for distinguishing whether the conversation between the user and the customer was initiated by the user (outbound) or received by the user (inbound). In addition, when a conversation involves three or more users, the call 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) for audio data files located elsewhere. The audio data may be in any format, such as AAC, ATRAC, MP3, or MP4. The audio data may be in a format in which identifiers are set that allow the user's voice and the customer's voice to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's voice and the customer's voice. Furthermore, the user ID and customer ID can be identified based on the user's and customer's voice data. In the present disclosure, video data containing audio information may be used instead of audio data. Furthermore, the audio data in the present disclosure also includes audio data included in video 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) for video data files located elsewhere.The video data may be in any format, such as MP4, MOV, WMV, AVI, or AVCHD. The video data may be in a format in which identifiers are set 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 processes on the user's video and the customer's video. Furthermore, the user ID and customer ID can be identified based on the user and customer's video data. The inquiry data is an item that stores information about the customer during a conversation with the customer. Specifically, the inquiry data includes the customer's user attributes, the 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, and additional data embedded in a two-dimensional code read by the customer on the first user terminal.

[0020] The label table 1015 is a table for storing and managing information about labels (label information). The label table 1015 has columns for conversation IDs and label data. FIG. 8 shows the data structure of the label table 1015.

[0021] The dialogue ID is an item that stores dialogue identification information for identifying a dialogue. The label data is an item that stores label information for managing dialogues. The label information is additional information for managing dialogue information, such as a classification name, label, classification label, or 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 label information stored in another table. The label data includes classification information according to the emotional state of a speaker in a specific dialogue. The classification data includes classification information for classifying the speaker's response in a specific dialogue as good or bad.

[0022] The voice segment table 1016 is a table for storing and managing information (voice segment information) relating to multiple voice segments included in dialogue information. The voice segment table 1016 is a table having a section ID as a primary key and columns for section ID, dialogue ID, speaker ID, start date and time, end date and time, section voice data, section video data, and section read-aloud text. Fig. 9 is a diagram showing the data structure of the voice segment table 1016.

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

[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 a code. The code table 1021 is a table having columns for the code ID, code image data, URL, and additional data, with the code ID as the primary key. FIG. 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

[0025] The code ID field stores code identification information for identifying a code. The code identification information is a field in which a unique value is assigned to each piece of code information. The code image data field stores a two-dimensional code generated based on a URL and a character string of additional data. Examples of two-dimensional codes include barcodes, QR codes (registered trademark), and the like. In this disclosure, QR codes (registered trademark) are described as an example of two-dimensional codes, but are not limited to this. The URL and additional data are embedded in the QR code (registered trademark) using a known encoding method. Various methods for generating QR codes (registered trademarks) are known, and will not be described in this disclosure. The code image data format may be any data format, such as jpeg, png, bmp, tiff, gif, eps, or svg. The URL field stores a URL string (abbreviated as URL). The URL may include a link to a shortened URL for transferring the received URL to another specified URL. The additional data is an item that stores additional information to be embedded in the two-dimensional code. Specifically, the additional data includes information identifying the location or medium on which the two-dimensional code is affixed, the period during which the two-dimensional code can be used, and the like. The code image data can be downloaded from the server 10 as needed. The downloaded code image data can be used by affixing it to a predetermined location. For example, if a two-dimensional code is affixed to a hotel room, the additional data includes a string indicating the room number of the hotel room. For example, if a two-dimensional code is affixed to a magazine, advertisement, or the like, the additional data includes a string indicating the magazine, advertisement, or the like. This allows the invention disclosed herein to be used, for example, to measure the response to advertisements, etc. For example, if a two-dimensional code is affixed to a product, the additional data includes the manufacturing date, model number, and serial number of the product. Furthermore, an error code output by the product may include a two-dimensional code. In this case, the additional data may include an error code identifying the error. Furthermore, the additional data may include the date and time when the two-dimensional code was generated (generation date and time).

[0026] The contact table 1022 is a table for storing and managing information relating to contacts (contact information). The contact table 1022 may also include transmission information such as a caller's number for transmitting a call via a URL associated with a two-dimensional code. The contact table 1022 has columns for URL, contact data, and unique data. FIG. 11 is a diagram showing the data structure of the contact table 1022.

[0027] The URL is an item that stores a URL string (abbreviated as URL). The contact data is an item that stores contact information associated with a URL. In the present disclosure, an example in which a phone number is stored will be described as an example. Specifically, the contact data stores the phone 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 each other using the URL as a key. The unique data is an item that stores unique information related to 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 on the user terminal using the user terminal. Specifically, the unique data includes information such as the contact's organization, company, industry, type and name of the call center, etc. The unique data includes the call center's operating hours, holidays, languages ​​in which services are provided, information about products and services, 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 the application program 1011 stored in the storage unit 101, thereby realizing each functional unit.

[0029] The user registration control unit 1041 performs a process of storing information about users who wish to use the service disclosed herein in the user table 1012. Information stored in the user table 1012 is generated when a user opens a webpage operated by the service provider from an arbitrary information processing terminal, enters information into a predetermined input form, and transmits the information to the server 10. The user registration control unit 1041 stores the received information in a new record in the user table 1012, completing the user registration. This allows the user stored in the user table 1012 to use the service. Prior to the user registration control unit 1041 registering the user information in the user table 1012, the service provider may conduct a predetermined screening process to restrict whether the user can use the service. The user ID may be any string or number that can identify the user, any string or number desired by the user, or an arbitrary 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 personal computer (PC) or a laptop PC, or may be a mobile terminal such as a smartphone or a tablet. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch-type 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 Storage Unit 201 of 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 the 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 pre-stored in the storage unit 201, or may be downloaded from a web server operated by a service provider via a communication IF. The application program 2012 includes an application such as a web browser application. The application program 2012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on the web browser application stored in 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 (e.g., telephone number, email address, chat ID), address, gender, registration date, and last login date and time. The first user data 2021 may also include location information and coordinate information acquired by a location information sensor 2063 (e.g., GPS) of the first user terminal. The first user data 2021 may also include personal information such as a membership number and an insurance card number. The first user data 2021 may also include information about the first user, such as the first user's transaction history (type, quantity, and price of purchased products and services), payment method (e.g., credit card, bank transfer), return and complaint history, service usage history (e.g., frequency of use, time of use), favorite product categories and brands, hobbies and areas of interest, website and app behavior, social media activity, occupation, education level, family composition, conversation records with customer service, feedback and survey responses, etc.

[0035] <Configuration of control unit 204 of 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 Input Device 206 of 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 Output Device 208 of 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 a service. The second user terminal 30 may be, for example, a mobile terminal such as a smartphone or tablet, or may be a stationary personal computer (PC) or laptop PC. It may also be a wearable terminal such as a head-mounted display (HMD) 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 Storage Unit 301 of 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 pre-stored in the storage unit 301, or may be downloaded from a web server operated by a service provider via a communication IF. The application program 3012 includes an application such as a web browser application. The application program 3012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on the web browser application stored in 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 Input Device 306 of 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 Output Device 308 of 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 Voice Server (PBX) 50> The voice server (PBX) 50 is an information processing device that functions as a switch that connects the network N and the telephone network T to each other, thereby enabling conversation between the first user terminal 20 and the second user terminal 30. The voice server (PBX) 50 includes a storage unit 501.

[0045] <Configuration of Storage Unit 501 of Voice Server (PBX) 50 > The storage unit 501 of the voice server (PBX) 50 includes an application program 5011 .

[0046] The application programs 5011 are programs for causing the control unit 504 of the voice server (PBX) 50 to function as each functional unit. The application programs 5011 include applications such as a web browser application.

[0047] <Configuration of CRM System 60> The CRM system 60 is an information processing device operated by a business 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, etc., operated by the business. The CRM system 60 may be an information processing device managed and operated by a business that provides CRM (Customer Relationship Management) services (CRM business). CRM services include Salesforce, HubSpot, Zoho CRM, and Kintone. The CRM system 60 may be an information processing device managed and operated by a business that provides chat services. Chat services include Slack, Chatwork, and LINE Works.

[0048] <Operation of System 1> The following describes each process of the system 1. Fig. 12 is a flowchart showing the operation of the inquiry process. Fig. 13 is an example screen showing the operation of the outgoing page in the inquiry process.

[0049] <Inquiry processing> Inquiry processing is a process in which a first user operates a first user terminal to read a specified 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 enabling the first user and the second user to interact with each other.

[0050] <Overview of Inquiry Processing> The inquiry processing is a series of processes in which a first user (customer) operates a first user terminal to scan a two-dimensional code, read a 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 embedded in the two-dimensional code that is not related to the first user, 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 these.

[0051] <Details of Inquiry Processing> Details of the inquiry processing will be described below.

[0052] <Scanning a Two-Dimensional Code> In step S101, the control unit 204 of the first user terminal 20 reads a two-dimensional code using 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 attached or displayed in the first user's environment. Note that the camera 2061 does not necessarily have to be used to read the two-dimensional code; any means capable of reading two-dimensional codes, such as a barcode scanner, can be used. Information corresponding to the two-dimensional code may also be read via wireless communication based on the generated magnetic field using an internal antenna (not shown) provided in the first user terminal 20. For example, in this disclosure, an example of reading a two-dimensional code attached to a hotel room will be described as an example.

[0053] <Reading Two-Dimensional Code> In step S102, the control unit 204 of the first user terminal 20 reads the two-dimensional code using a code reader and executes a URL identification step to identify a specific URL based on the two-dimensional code. The URL identification step includes a step of acquiring embedded information not related to the first user that is 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 string of characters. For example, a barcode identifies a 13-digit or 8-digit number, while a QR Code (registered trademark) identifies a 7,089-digit or 4,296-digit number. In the present disclosure, the string of characters identified by the two-dimensional code includes a string of characters related to the URL and the embedded information. For example, the control unit 204 of the first user terminal 20 may be configured to identify a string of characters related to an HTTP request URL, including a URL and a parameter (GET query) that is added to the URL and transmitted as embedded information. Below, an example of a configuration for transmitting embedded information related to character string data will be described, 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 Access> In step S103, the control unit 204 of the first user terminal 20 opens the URL identified in step S102 by executing a browser application or the like. By opening the URL identified in the browser application, the control unit 204 of the first user terminal 20 displays a predetermined web page (outgoing page) on the display 2081 of the first user terminal 20 and presents it to the first user. When the server 10 receives access from the first user terminal 20, it searches the URL item in the contacts table 1022 based on the URL, acquires the contact data and unique data, generates an outgoing page D1 based on the contact data and unique data, and transmits it to the first user terminal 20.

[0055] 13 shows 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 a predetermined URL. Specifically, the URL opened by the browser application may include the embedded information related to the GET query identified in step S102. As a result, a character string related to the embedded information identified by the GET request is transmitted to the URL identified in step S102. Note that the browser application may be configured to transmit character string data related to the embedded information to the identified URL using an HTTP request (e.g., a POST request).

[0057] In step S103, the control unit 204 of the first user terminal 20 executes a transmitting 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 identifying step. The transmitting step includes a step of transmitting additional information, including first user information of the first user stored in the storage unit and generated information generated based on the operation of the first user on 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 storage unit 201 of the first user terminal 20 in an HTTP request (e.g., a POST request) and transmit the additional information to the identified URL. Alternatively, the control unit 204 may transmit generated information generated based on the operation of the first user on the first user terminal 20, 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, to the identified 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, etc. provided on the transmission page D1, and the information such as the character string may be transmitted to a specified URL. The input information such as the character string may also be transmitted to a destination other than the server 10, other than the specified URL. The input form included in the transmission page D1 may include input buttons D103 that can be used to input numbers or keyboard keys. 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 keys included in the input form, and the pressed value of the number or keyboard key may be transmitted. For example, the first user may input information indicating the location such as a membership number, health insurance card number, and the hotel room number where the two-dimensional code is installed, the language in which the operator would like to be contacted, and the desired method of response such as whether to use an automated response system (IVR) or an operator, into the input form by operating the input device 206 of the first user terminal 20.

[0058] The transmission step may be performed in accordance with the calling 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 calling operation in step S104 described below. In other words, the control unit 204 of the first user terminal 20 does not need to simultaneously transmit the embedded information and the additional information excluding the embedded information to the specified URL; they may be transmitted at different times. 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 times. For example, the control unit 204 of the first user terminal 20 may transmit at least one or more 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 processing in step S106. Furthermore, the transmission does not need to be performed once; it 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 keyboard keys, etc., included in an input form, and transmit the values ​​of the pressed numbers or keyboard keys, etc., during a call.

[0059] The control unit 204 of the first user terminal 20 may execute an agreement step of requesting the first user to consent to the transmission of the additional information before the transmission step. The control unit 204 may execute the transmission step in response to receiving an operation indicating consent from the first user in the agreement step. The control unit 204 may execute the transmission step without executing the transmission step in response to receiving an operation indicating non-consent from the first user in the agreement step. Specifically, when transmitting the additional information of the first user to the specified URL, the control unit 204 of the first user terminal 20 may display a dialog box or the like on the display 2081 of the first user terminal 20 to confirm whether it is OK to transmit the additional information, and transmit the additional information only if consent (approval) to transmit the additional information to the specified URL is obtained from the first user in the dialog box, and may not transmit the additional information if consent is not obtained from the first user. The additional information includes the first user's personal first user data 2021 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 transmission 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 on the first user terminal 20 based on the operation of the first user to the specified URL, regardless of whether the first user consents. As a result, if the first user does not consent to the transmission of the additional information, it is possible to transmit and send only the input information (generated information) received through the input operation on the first user terminal without transmitting the first user information, which is the first user's personal unique information.

[0061] <Call Operation Processing> In step S104, the control unit 204 of the first user terminal 20 executes a call operation step of calling a predetermined destination associated with the predetermined URL identified in the URL identification step. Specifically, the first user operates the input device 206 of the first user terminal 20 to select a 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 of calling (calling) the predetermined destination. The destination is determined based on the contact data included in the call page D1. Specifically, the destination is determined based on the URL and embedded information identified in step S102. The server 10 in the present disclosure has a communication function using the WebRTC (Web Real Time Communication) method (WebRTC method). The server 10 can communicate with the voice server (PBX) 50 using the SIP (Session Initiation Protocol) method (SIP communication). The server 10 functions as a gateway that converts communication protocols and converts between the WebRTC method and the SIP method. That is, the server 10 converts WebRTC data received from the first user terminal (voice data collected by the microphone 2062 of the first user terminal 20) into SIP data (voice data) and transmits it to the voice server (PBX) 50. The server 10 also converts SIP data received from the voice server (PBX) 50 (voice data collected by the microphone 3062 of the second user terminal 30) into WebRTC data (voice data) and transmits it 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, first user information, and generated information and be transmitted to the second user terminal 30. Alternatively, 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, first user information, and generated information to the identified 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 a call from the first user terminal 20, the second user may search for the additional information including the embedded information, first user information, and generated information received based on the hash value, thereby identifying the additional information including the embedded information, first user information, and generated information transmitted from the first user who is 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 without receiving any operation from the first user on the first user terminal in response to identifying a predetermined URL in the URL identifying step. Specifically, while the present disclosure has described an example in which a call is made to a predetermined destination in response to the first user pressing the call button D111, this is not limiting. For example, a configuration may be adopted in which control is executed to call a predetermined destination without the first user operating the input device 206 of the first user terminal 20 in response to accessing the URL identified in step S103. This allows the first user to call a predetermined destination without performing any input operation (calling 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 an outgoing call (call) is being made by the voice server (PBX) 50. Furthermore, the display 2081 of the first user terminal 20 displays information indicating that an outgoing call (call) is being made to the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Calling." Furthermore, 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, first user information, and generation 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 Incoming Call Processing> In step S105, the control unit 304 of the second user terminal 30 executes an incoming call step of receiving a call from the first user terminal. Specifically, the operator lifts the receiver (not shown) of the second user terminal 30 or presses an "Receive" button or the like displayed on the input device 306 of the second user terminal 30 when an incoming call is received, thereby placing the second user terminal 30 in an interactive state. Accordingly, the voice server (PBX) 50 transmits information indicating that the second user terminal 30 has responded (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 communicate 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 communicate by voice. Note that in step S105, the call received from the first user terminal may be received by an automatic response system using AI or the like, rather than an operator.

[0066] When the display 2081 of the first user terminal 20 becomes ready for interaction, it receives the response event and displays information indicating that an interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the words "Responding."

[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 including generated information generated based on an operation by the first user at the first user terminal and embedded information unrelated to the first user, and not including voice information related to the call of the first user of the first user terminal. Specifically, the control unit 104 of the server 10 receives and accepts the additional information including the embedded information, first user information, and generated information transmitted from the first user terminal 20. Note that the additional information including the embedded information, first user information, and generated information transmitted from the first user terminal 20 may be received via the URL identified in step S102 or 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 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 field in 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) field. Note that the control unit 104 of the server 10 may identify the user attribute field 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 generated information, and the first user attribute information transmitted by the first user terminal 20 in association with the inquiry data fields in the dialogue table 1014, respectively.

[0069] In step S105, in response to the call from the first user terminal in the call receiving 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 related to the dialogue is stored in a new record in the dialogue table 1014. The control unit 104 of the server 10 stores the additional information including the embedded information, first user information, and generated information transmitted by the first user terminal 20 in the inquiry data field of the target record of the dialogue information related to the dialogue, by associating each piece of first user attribute information with the dialogue information. In response to the second user responding to (receiving) the call from the first user, the control unit 104 of the server 10 may also store the additional information including the embedded information, first user information, and generated information transmitted by the first user terminal 20 in association with each piece of first user attribute information with the dialogue information.

[0070] In step S106, the control unit 304 of the second user terminal 30 executes a presentation step in which the additional information and embedded information stored in the storage step are associated with the attribute information of the first user and presented 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, additional information including the first user information and generated information, and first user attribute information transmitted by the first user terminal 20, which are stored in the inquiry data field 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 in which the additional information stored in the storing step is associated with attribute information and presented to an operator other than 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 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. Note that 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 the generated information, and first user attribute information received and transmitted by the first user terminal 20.

[0072] <Dialogue Storage Process> When a second user receives a call from a first user and a call is initiated 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] <Outline of Dialogue Storage Process> The dialogue storage process is a series of processes for storing data relating to a dialogue in the dialogue table 1014 when a dialogue is started between a first user and a second user.

[0074] <Details of Dialogue Storage Process> When a dialogue between a first user and a second user begins, 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. Upon receiving the voice data, the control unit 104 of the server 10 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 call received / sent, 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 outgoing call processing or incoming call processing, and stores the acquired first user ID 2011 in the first user ID field of a new record in the dialogue table 1014. The control unit 104 of the server 10 queries the CRM system 60 based on the telephone number during outgoing call processing or incoming call processing. The CRM system 60 acquires the second user ID by searching a user table (not shown) stored in the CRM system by telephone number, and transmits the second user ID to the server 10. The control unit 104 of the server 10 stores the acquired 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 set in advance for each first user or second user in the dialogue category field 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 either the value of outbound (initiated by the first user) or inbound (initiated by the second user) in the incoming / outgoing call 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 field of a new record in the dialogue table 1014. Note that the voice data may be stored as a voice data file in another location, and reference information (path) for the voice data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the voice data after the dialogue ends.

[0077] Furthermore, in the video dialogue service, the control unit 104 of the server 10 stores video data received from the first user terminal 20 and the second user terminal 30 in the video data field of a new record in the dialogue table 1014. Note that the video data may be stored as a video data file in another location, and reference information (path) for the video data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the video data after the dialogue ends.

[0078] The control unit 104 of the server 10 executes an audio extraction step of extracting multiple pieces of section audio data for each speech section from the audio data received in the receiving step. Specifically, the control unit 104 of the server 10 acquires (accepts) the dialogue ID, audio data, and video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects sections (speech sections) in which speech is continuously present from the acquired (accepted) audio data and video data, and extracts the audio data and video data for each speech section as section audio data and section video data, respectively. For example, the section audio data and section video data may be extracted by dividing the audio data and video data by silent sections in which no speech is present. Furthermore, the section audio data and section video data may be extracted by dividing the audio data and video data into sentence units, such as segments, sentences, and paragraphs, for the content of the speech contained in the audio data and video data. The section audio data and section video data are associated with the speaker's first user ID, the start date and time of the speech section, and the end date and time of the speech section for each speech section. The control unit 104 of the server 10 performs text recognition on the extracted speech content of the section audio data and section video data, converting the section audio data and section video data into section read-aloud text, which is characters (text), and transcribing it. Note that the specific method of text recognition is not particularly limited. For example, conversion may be performed using signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.

[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 excluded from the text in advance, 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 an external server dialogue information and speech section information, including the section ID of the speech section, the section readout text, the URL, the speaker's name, title, information about the group to which the speaker belongs such as the name of the group, evaluation information, etc. Note that when transmitting dialogue information and speech section information to an external server, the configuration may be such that authentication permission is obtained from the external server using the external service ID of the first user stored in the user table 1012, etc.

[0083] The control unit 504 of the external server stores the received dialogue information and speech section information, including the 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 in the shared table 5012. The control unit 504 of the external server stores service identification information, such as a service ID and service name, for identifying the 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 different from the dialogue service provider according to the present disclosure. The external server is an information processing device that provides information processing services, etc., operated by the business. The external server may be an information processing device managed and operated by a business that provides CRM (Customer Relationship Management) services (CRM business). CRM services include Salesforce, HubSpot, Zoho CRM, and Kintone. The external server includes a CRM system 60.

[0085] <Dialogue Processing> One method involves creating a virtual dialogue space called a room on the server 10 for dialogue between a first user and a second user, and allowing the first and second users to access the room via a web browser or application program stored in the first user terminal 20 and the second user terminal 30, respectively, to enable dialogue. 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 for dialogue. Upon receiving the request, the control unit 104 of the server 10 issues room identification information such as a unique room ID and transmits a response to the second user terminal 30. The room identification information is assumed to be linked to a code ID, URL, etc. in the code table 1021. Note that 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, allowing the second user to 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 to access a URL that provides a room-related service on the server 10 using a web browser or the like, and enters the room by entering the room identification information. The second user waits until the first user enters the room. Note that a notification may be sent to the second user upon 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 room-related service on the server 10 using a web browser or the like in response to pressing the call button D111, thereby entering 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 transmitted without the first user's operation, allowing the first user to enter the room without entering the room identification information.As a result, the first user and the second user can converse with each other via the first user terminal 20 and the second user terminal 30, respectively, in a virtual conversation space called a room associated with each other by the room identification information. By inputting the room identification information, one or more other users can enter a single room in addition to the first user and the second user. As a result, three or more users can converse with each other via their respective user terminals in a virtual conversation space called a room associated with each other by the room identification information.

[0086] <Video Interaction Processing> The system 1 according to the present disclosure may provide an online interaction service (video interaction 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 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 on a single screen on the display 2081 of the first user terminal 20. This allows the dialogue status of the multiple users participating in the online dialogue to be confirmed. A similar process may also be performed in the second user terminal 30.

[0087] <Modifications> In addition, in the present disclosure, the dialogue between the first user and the second user has been described as a telephone call, dialogue processing, or video dialogue processing, but the dialogue does not necessarily have to be voice-based. For example, steps S104 to S106 of the inquiry processing may be real-time communication using text information via chat between the first user and the second user. Specifically, during real-time communication such as text information via 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 Process> 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 the two-dimensional code management process (two-dimensional code management process page) into a web browser, a predetermined app, or the like, and open the two-dimensional code management process page. The control unit 304 of the second user terminal 30 sends a request to open the two-dimensional code management process page to the server 10. The control unit 104 of the server 10 generates a two-dimensional code management process page based on the received request and sends it to the second user terminal 30. The control unit 304 of the second user terminal 30 displays the received two-dimensional code management process page on the display 3081 of the second user terminal 30.

[0089] The two-dimensional code management page includes: a screen for editing the code table 1021 to determine what URL and additional data to embed (assign) in the two-dimensional code; a screen for editing the contact table 1022 to determine whether to assign contact data and unique data; a two-dimensional code expiration date (a usage period, etc. can be set); and an inquiry screen for querying past data between a first user and a second user in inquiry processing. The two-dimensional code management page may also include a button for downloading the two-dimensional code stored in the code table 1021. By operating this button, the specified two-dimensional code can be downloaded and pasted into a specified document, etc. A screen may also be provided that allows querying data such as information about customers related to calls based on the two-dimensional code and past call history.

[0090] 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), which are electrically connected to one another by a communication bus 921.

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

[0092] The main storage 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 using wireless base stations, etc. For example, the network includes 3G, 4G, and 5G mobile communication systems, LTE (Long Term Evolution), and wireless networks (e.g., Wi-Fi (registered trademark)) that can connect to the Internet via a predetermined access point. In the case of a wireless connection, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), and Bluetooth (registered trademark). In the case of a wired connection, the network also includes a network that is directly connected using a USB (Universal Serial Bus) cable, etc.

[0095] It should be noted that the computer 90 can be virtually realized by distributing all or part of each hardware configuration across multiple computers 90 and interconnecting them via a network. In this way, the concept of the computer 90 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 be given of the functional configuration of the computer realized by the basic hardware configuration (FIG. 14) of the computer 90. The computer includes 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 interconnected 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 various programs stored in the auxiliary storage device 903, loading them into the main storage device 902, and executing processing in accordance with the programs. The control unit can realize functional units that perform various types of information processing depending on the type of program. In this way, the computer is realized as an information processing device that performs information processing.

[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. The processor 901 can allocate a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 in accordance with the programs. The control unit can cause the processor 901 to add, update, and delete data stored in the storage unit in accordance with the various programs.

[0100] The term "database" refers to a relational database, which manages data sets called tables and masters 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, a master, a column in a table is called a column, and a row in a table is called a record. In a relational database, relationships between tables and masters can be established and associated. Typically, each table and each master is assigned a column that serves as a primary key to uniquely identify a record, but assigning a primary key to a column is not required. The control unit can cause the processor 901 to add, delete, or update records in specific tables and masters stored in the storage unit according to various programs. Furthermore, by storing data, various programs, and various databases in the storage unit, the information processing device and information processing system according to the present disclosure can be considered to have been manufactured.

[0101] Note that the databases and masters in this disclosure may include any data structure in which information is structurally defined (such as a list, dictionary, associative array, or object). The data structure also includes data that can be considered as a data structure by combining data with functions, classes, methods, etc. written in any programming language.

[0102] The communication unit is realized by the communication IF 991. The communication unit realizes the 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. Furthermore, 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 added below.

[0104] (Supplementary Note 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 program executing the following steps: a URL identification step (S102) in which the processor reads a two-dimensional code with the code reader and identifies a predetermined URL based on the two-dimensional code; a calling step (S104) in which the processor makes a call to a predetermined destination associated with the predetermined URL identified in the URL identification step; and a sending step (S103) in which the processor sends additional information related to a call made by a first user of the first user terminal, the additional information not including voice information, based on the predetermined URL identified in the URL identification step. This allows the first user to make a call to the predetermined destination identified based on the two-dimensional code, and to send the additional information related to the call made by the first user to the URL identified based on the two-dimensional code.

[0105] (Supplementary Note 2) The program according to Supplementary Note 1, wherein the URL specifying step (S102) 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, and the transmission step (S103) includes a step of transmitting additional information including the embedded information specified in the URL specifying step based on a predetermined URL. This allows the first user to transmit the embedded information not related to the first user embedded in the two-dimensional code, etc., to the URL specified based on the two-dimensional code, together with additional information related to the first user's call.

[0106] (Supplementary Note 3) The program according to Supplementary Note 1, wherein the transmitting step (S103) includes a step of transmitting, based on a predetermined URL, additional information including first user information of the first user stored in the storage unit and generated information generated based on an operation of the first user on the first user terminal. This allows the first user to transmit, to a URL specified based on the two-dimensional code, the first user information that is personal information of the first user stored in the first user terminal and input information (generated information) received through an input operation on the first user terminal.

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

[0108] (Supplementary Note 5) The program according to Supplementary Note 4, wherein the processor executes an agreement step (S103) of requesting the first user to consent to the transmission of the additional information before 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] (Supplementary Note 6) The program according to Supplementary Note 1, wherein the processor, prior to the transmitting step, performs an agreement step (S103) of requesting the first user to agree to transmitting the additional information, and, in response to receiving an operation indicating non-agreement from the first user in the agreement step, performs a transmission step without performing the transmitting step. As a result, if the first user does not agree to transmitting the additional information, it is possible to transmit the additional information without transmitting the additional information stored in the first user terminal.

[0110] (Supplementary Note 7) The program according to Supplementary Note 3, wherein the processor, prior to the transmitting step, includes an agreement step (S103) in which the processor requests the first user to agree to transmitting the additional information, and the transmitting step (S103) is a step in which the processor transmits the generated information without transmitting the first user information in response to receiving an operation from the first user indicating non-agreement in the agreement step. As a result, when the first user does not agree to transmitting the additional information, it is possible to transmit and transmit only the input information (generated information) received by an input operation on the first user terminal, without transmitting the first user information, which is information unique to the first user.

[0111] (Supplementary Note 8) The program according to Supplementary Note 1, wherein the calling step (S104) is a step of calling a predetermined destination without receiving any operation on the first user terminal by the first user in response to identifying the predetermined URL in the URL identifying step. This allows the first user to call the predetermined destination without performing any input operation (calling operation) on the first user terminal. This reduces the operational burden on the first user.

[0112] (Supplementary Note 9) A program for causing a computer including a processor and a storage unit to process information related to a conversation, the program comprising: 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 related to a call of the first user of the first user terminal, the additional information including embedded information unrelated to the first user; and a storing step (S105) of storing, in response to the 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] (Supplementary Note 10) The program according to Supplementary Note 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 the storage unit. This makes it possible to store the first user information received from the first user, which is information unique to the first user, and input information (generated information) accepted by an input operation on the first user terminal, in association with the attribute information related to the first user stored in the server.

[0114] (Supplementary Note 11) The program according to Supplementary Note 9, wherein the processor executes a presenting step (S106) of associating the additional 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. This allows the operator to check all of 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 stored in the server.

[0115] (Supplementary Note 12) A program for causing a system including a computer having a processor and a storage unit and the first user terminal according to Supplementary Note 1 to process information related to a conversation, the program comprising: an incoming call step (S105) of receiving a call from the first user terminal; a receiving step (S105) of receiving additional information related to the call of the first user of the first user terminal, transmitted from the first user terminal; and a storing step (S105) of storing, in response to the 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] (Supplementary Note 13) The program according to Supplementary Note 12, wherein the processor executes a presenting step (S106) of associating the additional information stored in the storing step with attribute information and presenting the associated information to an operator other than the first user, thereby enabling 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] (Supplementary Note 14) A method executed by a computer having a processor and a memory, wherein the processor executes all of the steps executed in any of the inventions according to 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 of the first user to be sent to a URL specified based on the two-dimensional code.

[0118] (Supplementary Note 15) An information processing device including a control unit and a storage 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 of the first user to be sent to a URL specified based on the two-dimensional code.

[0119] (Supplementary Note 16) A system comprising means for executing all the steps executed in any of the inventions according to Supplementary Note 1 to Supplementary Note 13. This allows a first user to make a call to a predetermined destination specified based on a two-dimensional code, and also allows additional information related to the first user's call to be sent to a URL specified based on the two-dimensional code.

[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 memory unit, and a code reader to process information related to an interaction, the program causing the processor to perform: 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 transmission step of transmitting to a predetermined destination associated with the predetermined URL specified in the URL specifying step; and a transmission step of transmitting additional information not including voice information related to a call of a first user of the first user terminal based on the predetermined URL specified in the URL specifying step.

2. The program according to claim 1, wherein the URL specifying step includes a step of acquiring embedded information unrelated to the first user embedded in the two-dimensional code based on the two-dimensional code, and the transmission step includes a step of transmitting the additional information including the embedded information specified in the URL specifying step based on the predetermined URL.

3. The program according to claim 1, wherein the transmission step includes a step of transmitting the additional information including the first user information of the first user stored in the memory unit and generated information generated based on an operation of the first user on the first user terminal based on the predetermined URL.

4. The program according to claim 1, wherein the transmission step is executed in response to the transmission step.

5. The program according to claim 4, wherein the processor performs a consent step of requesting the first user for consent to transmit the additional information before the transmission step, and executes the transmission step in response to receiving an operation indicating consent from the first user in the consent step.

6. The program according to claim 1, wherein the processor performs a consent step of requesting the first user for consent to transmit the additional information before the transmission step, and in response to receiving an operation indicating non-consent from the first user in the consent step, executes the transmission step without executing the transmission step.

7. Before the sending step, the processor performs a consent step of requesting the first user's consent to send the additional information, and the sending step is a step of sending the generated information without sending 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 3.

8. The calling step is a step of making a call to the predetermined destination without receiving an operation by the first user on the first user terminal in response to identifying the predetermined URL in the URL identification step. The program according to claim 1.

9. A program for causing a computer including a processor and a storage unit to process information related to a conversation, wherein the processor performs an incoming call step of receiving an incoming call from a first user terminal, a receiving step of receiving additional information including embedded information not related to the first user and not including voice information related to a call of the first user of the first user terminal transmitted from the first user terminal, and 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 in response to the incoming call from the first user terminal in the incoming call step.

10. The receiving step includes a step of receiving the additional information including the first user information of the first user stored in the first user terminal and generated information generated based on an operation by the first user on the first user terminal, and the storage step is 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. The program according to claim 9.

11. The processor performs a presenting step of presenting the additional information stored in the storage step in association with the attribute information of the first user to an operator different from the first user. The program according to claim 9.

12. A program for causing a computer including a processor and a memory and a first user terminal according to claim 1 to process information related to an interaction, the program causing the processor to perform: an incoming call step of receiving an incoming call from the first user terminal; a receiving step of receiving additional information related to a call of a first user of the first user terminal transmitted from the first user terminal; and a storing step of storing, in association with attribute information of the first user of the first user terminal stored in the memory, the additional information received in the receiving step in response to the incoming call from the first user terminal in the incoming call step.

13. The program according to claim 12, wherein the processor performs a presenting step of presenting the additional information stored in the storing step to an operator different from the first user in association with the attribute information.

14. A method executed by a computer including a processor and a memory, the method causing the processor to perform all steps executed in the invention according to any one of claims 1 to 13.

15. An information processing apparatus including a control unit and a memory, the control unit performing all steps executed in the invention according to any one of claims 1 to 13.

16. A system including means for performing all steps executed in the invention according to any one of claims 1 to 13.

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