JP2004310321A - Improvement situation feedback system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an improvement situation feedback system capable of rapidly and precisely responding to an improvement request to a commodity, a service or the like sent from a customer. <P>SOLUTION: On receipt of improvement request information such as a complaint from a customer terminal 209, the acceptance part 212 of an inquiry window part 202 accepts it and stores with a summary in a corresponding history database. An improvement plan examination part 203 determines a corresponding department part 204 from the summary by keyword retrieval. The corresponding department part 204 collates an improvement database 242 accumulating the past improvement measures, and an information providing part 232 reports the matched content to the customer terminal 209. When no matched one is present, an improvement measure is formed and reported. When the improvement measure is disclosed, it is converted to HTML through a person in charge of the corresponding department part 204 and then Web-disclosed. The rapidness and preciseness can be realized by the automatic retrieval by keyword and the response by the person in charge. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an improvement status feedback system that processes improvement request information such as complaints and requests received from customers, and more particularly to an improvement status feedback system configured to feed back an improvement status to a customer using the Internet.
[0002]
[Prior art]
If a customer is dissatisfied with a product or service offered to the customer, the seller or service provider (hereinafter, as appropriate, It is important for the company.) It is also very important to actively accept and consider requests for new products and services in order to cultivate consumers and develop companies. It is necessary to effectively and promptly reflect such improvement request information such as complaints and requests in order to enhance the reliability of a company.
[0003]
Such improvement request information may be sent by telephone or facsimile to a call center or a consumer consultation staff of each company, or may be sent to a predetermined destination by e-mail. In some cases, it is communicated directly to those who visit for sales or maintenance. It has been conventionally proposed to process a complaint in the improvement request information using a computer (for example, Patent Document 1).
[0004]
FIG. 4 shows an outline of a complaint processing system according to this proposal. In this system, a complaint processing device 101 is connected to a plurality of access terminals 103 by a communication network 102. ₁ ~ 103 _N Is connected to The complaint processing device 101 includes a conventionally used memory, an input / output port, and a modem (both not shown). It then receives, stores, and retrieves the complaint and its response. Access terminal 103 ₁ ~ 103 _N Has a memory, an input / output port, and a modem (both not shown).
[0005]
FIG. 5 shows a flow of processing by the proposed complaint processing method. First, the user accesses the complaint processing device 101 via the communication network 102 shown in FIG. 4 (step S111). In this state, an initial message is displayed (step S112), and selection of one of the messages prompts entry of seller data for specifying the corresponding seller (step S113). When the user inputs this, the system finds the corresponding dealer (step S114). If a dealer is found, the user is prompted to select whether to register the complaint or to perform another process (step S115). If the user wants to register the complaint (Y), the user is prompted to input a complaint (step S116). From the details of the input complaint, some keywords summarizing the actions and complaints required for resolution, the telephone number of the user, and the address of the e-mail are extracted. Next, a unique mail address is generated for the user who has made the complaint and the corresponding dealer (step S117). This can be used as a password to post a dedicated message or to enter a dedicated forum for grievance resolution.
[0006]
Next, the registered complaint is verified and confirmed (step S118). Here, the content of the complaint is transmitted by e-mail to the e-mail address of the user who has made the complaint, and the user is corrected or confirmed. It is also possible to charge the user for the fee required for the complaint registration process. Thereafter, the complaint is registered in the complaint database. Thereafter, by accessing the complaint processing apparatus 101 shown in FIG. 1, the seller and other users can also browse the content of the complaint and the response related thereto (step S119). Lastly, the system notifies the seller of the content of the complaint (step S120). This allows the merchant to have a discussion with the complaining user to resolve the complaint. If the complaint registration is not performed (step S115: N), another process is performed.
[0007]
In the complaint processing system described above, a problem in which a majority of people complain or a problem in which some people complain is uniformly registered and disclosed. Therefore, it is difficult to find out the information required by others from the contents of the published complaint and the answer. Therefore, it has been proposed that a server corresponding to a customer's inquiry be arranged on a network, and when a similar inquiry reaches a predetermined number or more, the inquiry and the answer are first posted on a web page. (For example, Patent Document 2).
[0008]
Further, a proposal has been made in which a user's question is received as text data via a network, and these are registered in a disclosure database for disclosure on the network at the stage when a response process to the user is performed ( For example, Patent Document 3). In this proposal, when a user requests disclosure of a case via a network, a search condition for searching for the case is input, and the searched case is transmitted to the user terminal.
[0009]
[Patent Document 1]
Japanese Patent Publication No. 11-501137 (pages 12 to 16, FIGS. 1 and 2)
[Patent Document 2]
JP-A-2002-132787 (paragraph 0025, FIGS. 1 and 5)
[Patent Document 3]
JP-A-2002-352057 (Paragraph 0032, Paragraph 0033, FIGS. 1, 2 and 5)
[0010]
[Problems to be solved by the invention]
By the way, the conventional technology as described above has the following problems.
[0011]
(1) In the conventional technology, customer complaints and requests are reflected as improvement request information on a homepage. However, it takes a considerable amount of manpower to reflect these improvement requests, and it takes a considerable amount of time for an unspecified person to be able to see this information. In the past, even if there was specific improvement request information from the customer, the information to be published on the web was replaced with versatile information, and the processing for that required a lot of manpower, so the quick web publication Could not be performed. In particular, the department that receives such improvement request information is often a dedicated department for complaint handling, unlike the actual planning department or development department. Such departments are often specialized on their own, as seen in call centers, and are often outsourced to external companies. For this reason, rather than immediately publishing the results of each specific complaint, we review and develop questions and answers to comprehensively resolve many similar complaints. , To make it public. For this reason, manpower and time are required.
[0012]
(2) Since the work of posting the information on the homepage itself is performed manually, a man-hour for the person in charge to produce the homepage is required. As a result, not only is there a labor cost, but also when there is a concentration of improvement request information at one time, there is a problem that a delay until the publication by the production of the homepage occurs.
[0013]
(3) The publication of improvement request information such as complaints and requests from customers has been left to the judgment of the person in charge. For this reason, there is a risk that only information that is convenient for the company providing the product or service will be posted. Therefore, the content may appear unnatural to not only customers who have made a request for improvement but who have refused to publish it, but also many customers who review the published content, which is the image of the company and its customers. To reduce satisfaction.
[0014]
(4) In these conventional methods, it was determined whether or not similar complaints and requests existed in the past, but there was no comparison of what improvements had been made in the past. Was. For this reason, even if the complaint or request targeted for improvement is a new one, we will try to adopt the same improvement measures that were previously taken for other improvement request information in the form of duplication. Case occurred. As a result, if it is found that such an improvement measure has already been adopted, the person in charge may be confused without knowing the cause of this improvement request information. In addition, if it becomes unnecessary to take the measures taken in the past, the work up to that point will be wasted, and as a result, unnecessary man-hours will be generated.
[0015]
Therefore, an object of the present invention is to provide an improvement situation feedback system that can promptly and accurately respond to improvement request information such as complaints and requests for products and services from customers.
[0016]
[Means for Solving the Problems]
According to the first aspect of the present invention, (a) a summary input unit for inputting a summary for an improvement request such as a complaint or a request, and (b) the summary and the content of the improvement request input by the summary input unit are improved for each case. Improvement request information storage means for storing as the request information; (c) corresponding section determination means for determining a corresponding section to process the improvement request using the summary stored in the improvement request information storage means; By comparing the improvement database storing the improvement request information and the improvement measures thereof together with the summary of the improvement request, and (e) comparing the summary of the improvement database with the summary of the matter to be improved stored in the improvement request information storage means. Item matching means for determining the presence or absence of the same improvement request, and (h) inputting an improvement measure for the improvement request when the case matching means determines that the same improvement request does not exist in the past. (G) an improvement request destination notifying means for notifying an improvement request destination of an improvement measure input by the improvement measure input means or an improvement measure for the same past improvement request to the improvement status feedback system. To equip it.
[0017]
That is, in the invention described in claim 1, the summary input means inputs a summary for an improvement request such as a complaint or a request. This summary is stored in the improvement request information storage means together with the content of the improvement request, and the corresponding department that processes the improvement request is determined using the summary. Therefore, the department in charge is determined from information from which miscellaneous information has been removed. In the present invention, there is provided an improvement database in which past improvement request information and improvement measures are stored together with a summary of the improvement request, and the summary in the database is compared with the summary of the case to be processed, so that the same improvement request is stored in the past. Is determined. If the same improvement request does not exist in the past, the improvement measure input means inputs an improvement measure for the improvement request. The improvement request destination notification unit notifies the improvement request destination of the improvement plan input by the improvement plan input unit or the improvement plan for the same past improvement request. The notification may be made directly by e-mail or the like, or may be indirect such as notifying that a remedy is posted on the homepage. As described above, according to the first aspect of the present invention, the department in charge is determined based on the summary or the past data is referred to, so that the mechanical processing can be performed and the processing can be performed quickly. In addition, when the improvement request is new, an appropriate and prompt response can be made by inputting the improvement plan of the department in charge.
[0018]
According to the second aspect of the present invention, the improvement status feedback system according to the first aspect further comprises: (a) an improvement measure execution instructing means for instructing a corresponding department to execute the improvement measure input by the improvement measure input means with a time limit; And (b) alarm generation means for generating an alarm when the execution of the improvement measure is not completed within the time limit.
[0019]
In other words, according to the second aspect of the invention, when the responding department makes an improvement to the improvement request, a time limit is attached and managed so that a reliable response can be made. If a problem can not be solved, feedback control can be performed even for an improvement measure.
[0020]
According to the third aspect of the present invention, the improvement situation feedback system according to the first aspect further comprises: (a) file conversion means for converting, when an improvement measure is inputted by the improvement measure input means, the file into a file for web publication; (B) uploading means for uploading the file converted by the file converting means as a part of the content to be disclosed to the customer;
[0021]
In other words, according to the third aspect of the present invention, the file conversion means converts the file into a file for publication on the web and uploads the file as a part of the content to be disclosed to the customer. Can be updated, and general customers can quickly respond to necessary improvement measures and the like.
[0022]
According to the fourth aspect of the present invention, in the improvement status feedback system according to the first aspect, the case collation means is a means for collating the keywords of the summaries, and no match can be found for any of the keywords. In some cases, the apparatus further includes a matching target enlarging means for comparing the improvement request information other than the summary stored in the improvement request information storage means with the contents of the improvement database.
[0023]
That is, according to the fourth aspect of the present invention, when the number of keywords extracted from the summary is small and no matching keyword is found between the abstract and the summary in the improvement database, the improvement request information This indicates that the collation target can be expanded by using the improvement request information other than the summary stored in the storage unit as the collation target. By expanding the collation target in this way, the corresponding department has a high probability of finding necessary information from the conventional improvement request information and the improvement measures. In addition, performing the first collation work in the summary enables efficient processing as a whole.
[0024]
According to a fifth aspect of the present invention, in the improvement status feedback system according to the first aspect, the case matching means is means for checking whether or not the keywords match each other using the keywords cut out from the abstract. The number of keywords used for matching when there are a plurality of keywords is adjusted so that the number of improvement requests that match by matching falls within a desired value range.
[0025]
That is, according to the fifth aspect of the invention, when a number of keywords are extracted from the summary, the number of keywords to be used can be adjusted according to the result of matching between the keywords. As a result, it is possible to reduce the load on the corresponding department that selects appropriate past improvement request information and the improvement measures from the collation results, and enables quick response.
[0026]
According to a sixth aspect of the present invention, in the improvement status feedback system according to the second aspect, when the execution of the improvement measure by the improvement measure execution instructing means is completed, the improvement request information stored in the improvement request information storage means and the improvement request information. An improvement database updating means for writing information indicating the taken contents to the improvement database is provided.
[0027]
In other words, in the invention according to claim 6, the improvement database can be completed by taking in the improvement database the improvement request information stored in the improvement request information storage means and the contents of the improvement measures taken for improvement. . In addition, if the update is executed by the improvement measure execution instruction means when the improvement measure is completed, it is possible to eliminate, for example, incorporating in the database those improvement measures that did not work for improvement. can do.
[0028]
BEST MODE FOR CARRYING OUT THE INVENTION
[0029]
【Example】
Hereinafter, the present invention will be described in detail with reference to examples.
[0030]
FIG. 1 shows an outline of an improvement situation feedback system according to an embodiment of the present invention. The improvement status feedback system 201 includes an inquiry window unit 202 for responding to an improvement request or a request such as a customer complaint, an improvement plan examination unit 203 for examining an improvement plan, and a plurality of response department units 204 (for an improvement request information). However, in the figure, only one corresponding section is shown), and these are connected to the Internet network 205. The improvement plan reviewing unit 203 is also connected to a Web server unit 207 via the Internet network 205. The web server unit 207 is connected to individual customer terminals in the general customer terminal group 208 via the Internet network 205. Here, an example will be described in which a customer terminal 209 in the general customer terminal group 208 gives a complaint that an ADSL (Asymmetric Digital Subscriber Line: asymmetric digital subscriber line) cannot be connected.
[0031]
The inquiry window unit 202 includes a receiving unit 212 that individually receives various information 211 including improvement request information from a terminal such as the customer terminal 209 by communication means such as telephone or e-mail, and a corresponding history in which a corresponding history is stored in a database. A database (DB) 213 is provided.
[0032]
Here, in the reception unit 212, specialists who receive complaints and requests are arranged, respectively. A receiving terminal (not shown) that receives various information 211 by telephone or the like, and the various kinds of information 211 are transmitted to a text if necessary. It is provided with an information processing terminal having a voice recognition function to be converted and an OCR (Optical Character Recognition / Reader) function. In the case of this example, the reception unit 212 receives a complaint from the customer terminal 209 that the customer has subscribed to ADSL but is not currently able to connect to ADSL. A summary to be stored in the correspondence history database 213 is created or a predetermined item is selected. If the contents are unclear or insufficient in this process, the person in charge asks the customer terminal 209 by telephone, facsimile or electronic mail.
[0033]
FIG. 2 shows a part of the contents of the correspondence history database of the present embodiment. The correspondence history database 213 has two tables, a summary table 221 and a keyword table 222. Inquiry contents 223 are also stored as text data for each case. The inquiry content 223 may include information other than the content directly transmitted by the customer, such as the content of a question to the customer of the customer terminal 209 by the person in charge.
[0034]
In the case of this example, the person in charge inputs the summary “ADSL connection is impossible” in the portion corresponding to this case sent from the customer terminal 209 in the summary table 221. Further, “complaint” is selected and input from a plurality of options such as “business inquiry” and “request” prepared in advance in a portion corresponding to this case in the keyword table 222. The summary written in the summary table 221 has a content that makes it possible to specify which complaint or request is sent to the corresponding section 204 by using a keyword extracted from the sentence. ing. Such a summary is created when the person in charge of the reception unit 212 is dealing with a customer.
[0035]
By the way, the improvement plan reviewing unit 203 includes a plan database (DB) 231 for each section to share information on a case to be processed, an information providing unit 232, a keyword extracting unit 233, and a transmission processing unit 234. And an alarm unit 235 for issuing an alarm for time limit management when a time limit is set for implementing a measure against a complaint or the like. The improvement plan reviewing section 203 is a section that controls and controls the inquiry window section 202, the corresponding section section 204, and the web server section 207, and is configured by a computer and a large-capacity storage medium similar to a personal computer or a workstation. ing.
[0036]
The keyword extraction unit 233 in the improvement plan examination unit 203 periodically accesses the correspondence history database 213 in the inquiry window 202 via the Internet network 205, and reads out unprocessed data (case) if present. The contents are stored. When a new matter is stored in the response history database 213, this is notified to the improvement plan reviewing unit 203, and the improvement plan reviewing unit 203 may access the response history database 213 accordingly.
[0037]
The keyword extracting unit 233 extracts a keyword for each summary (summary table 221) of each case read from the correspondence history database 213, and determines a corresponding department unit 204 to be in charge of each case from the result. In this example, since the summary “ADSL connection impossible” is described in the summary table 221, the keyword extraction unit 233 extracts two keywords “ADSL” and “connection impossible”. Then, the most appropriate corresponding section 204 is selected for these keywords. Here, the department that operates ADSL (this is referred to as the corresponding department unit 204B, and the corresponding department unit 204 is used as it is in the drawing) is determined as the corresponding department. The content of this determination is given to the transmission processing unit 234 as destination information.
[0038]
The keyword extracting unit 233 extracts data 216 including a specific keyword such as “complaint” or “request” from the various information 211 stored in the correspondence history database 213 as information shared by the corresponding department units 204. Then, it is stored in the plan database 231.
[0039]
The transmission processing unit 234 has received a new improvement necessity matter that asks the corresponding division unit 204 (in this case, the corresponding division unit 204B) corresponding to the keyword extracted from the summary table 221 whether new improvement is necessary. Is sent.
[0040]
Incidentally, the response section 204 includes a plurality of response units 241 that individually receive response processing for each person in charge, an improvement database (DB) 242 in which improvement contents such as past improvement measures and improvement deadlines are stored in a database, and a member. A customer database (DB) 243 for storing customer information is provided. Here, the correspondence unit 241 accesses an improvement database 242, a customer database 243, and a plan database 231, such as an e-mail transmission / reception function (not shown) such as receiving an e-mail indicating that a new improvement necessity case has arrived. An information processing terminal having an information processing function for referring to necessary data and creating data is provided. Note that a table in which a summary is entered is also prepared in the plan database 231 and the improvement database 242 as in the case of the correspondence history database 213.
[0041]
The person in charge of the handling unit 241 receives an e-mail 217 from the transmission processing unit 234 indicating that the new improvement necessity matter has arrived. At this point, the corresponding unit 241 performs a keyword search by collating the respective summaries of the plan database 231 and the improvement database 242. As a result, if there is any improvement plan in the improvement database 242 in which the same improvement plan as that of the project in the plan database 231 currently under consideration for improvement is taken, or if there is a time limit for the improvement, the collation processing 251 is performed. Automatically retrieves them.
[0042]
In this example, a search of the improvement database 242 is performed using two keywords, “ADSL” and “connection impossible”. An abstract including all of these keywords is automatically extracted from the improvement database 242 as “all keywords match”, and an abstract including only some keywords is automatically extracted from the improvement database 242 as “partial keyword matches”.
[0043]
However, when the number of past improvement measures extracted by “match all keywords” exceeds a predetermined value, the correspondence unit 241 can be set to omit extraction and display of the summary of “partial keyword match”. . Also, although this example shows a case where there are two keywords, when there are three or more keywords, the extraction of the summary of “partial keyword match” is more accurate as the number of hit keywords is larger. It is possible to extract as a high summary. That is, the number of hit keywords can be automatically increased, and the amount of the summary of the improvement proposal presented to the person in charge can be reduced to an appropriate amount.
[0044]
Further, as a result of the automatic extraction by the keyword performed by the correspondence unit 241, it may not be possible to extract the required number of summaries. In such a case, the person in charge may create a new keyword based on information other than the summary of the case in the data 216 obtained from the response history database 213. For example, in a case where the person in charge of the reception unit 212 is talking on the telephone with the customer of the customer terminal 209, a keyword considered to be useful from now on is created by referring to the contents asked by the person in charge. In this case, a logical expression for search may be created by using these newly created keywords or by combining these keywords with automatically extracted keywords, and a keyword search may be performed. .
[0045]
As a result of the automatic extraction by the keyword performed by the corresponding unit 241, there may be a case where it is not possible to extract an abstract having the keyword in the improvement database 242. In such a case, it is determined to be “mismatch”. However, even when it is determined to be “mismatch”, the person in charge of the correspondence unit 241 can find out some relevant summaries from the improvement database 242 by considering the keywords themselves. As described above, it is possible to refer to, for example, the content of the inquiry of the customer terminal 209 by the person in charge of the reception unit 212 in the correspondence history database 213.
[0046]
In the case of this example, when it is determined that “mismatch”, it means that a complaint or request in which the two keywords “ADSL” and “cannot be connected” are combined has not been made. The same applies to the case where a keyword has been added but "mismatch" is determined. In such a case, there has been no remedy for this complaint issued from the customer terminal 209 conventionally. Therefore, the improvement database 242 sets the area of the improvement plan for the complaint or request corresponding to the keyword to be blank when the keyword is not matched by the search combining the two keywords of “ADSL” and “unreachable”. In this part, the contents of improvement can be input. The improvement database 242 can be enriched by the person in charge burying the improvement plan in these blank table portions. Similarly, even when it is not possible to correspond to the improvement database 242 using another keyword, the area of the corresponding improvement plan is set as a blank table portion, and the improvement measure can be entered in this area. .
[0047]
The person in charge of the corresponding unit 241 checks the search result displayed on a display screen (not shown) of his information processing terminal (not shown). As will be understood from what has already been described, as a result of the check, there are cases where the displayed contents match as a remedy for the inquiry content 223 of the current complaint, and cases where it does not. If they match, it means that the remedy has already been stored in the web server unit 207 and is disclosed to the general customer terminal group 208 via the Internet network 205. Therefore, in this case, the person in charge saves, in the customer database 243, a log indicating that a previously created and improved remedy has been used. In response to this processing, the information providing unit 232 in the improvement plan reviewing unit 203 does not perform processing for displaying the improvement plan (past improvement plan) for this case again on the web. That is, an e-mail is added by adding a comment in which this log indicating that an improved measure that has been improved in the past was used is added to the corresponding improved measure to the improved measure written in the corresponding HTML (Hyper Text Markup Language). To the corresponding customer terminal 209. As a result, the customer of the customer terminal 209 who has made the complaint knows that the cause of the complaint has been solved because the remedial measures have been implemented on the response section 204 side, or the customer himself has solved the problem. If there is something that needs to be done to do so, it can be implemented. For example, this is the case where the customer upgrades the software version.
[0048]
On the other hand, when a corresponding improvement measure is not found in the improvement database 242 as a result of the search, the correspondence unit 241 creates improvement data 252 such as an improvement measure and an improvement time limit, and transmits the improvement data 252 via the Internet network 205. Fill in the plan database 231. At this time, this is stored in the improved data table as new data.
[0049]
On the other hand, a description will be given of a case where the improvement unit such as an improvement measure and an improvement period automatically extracted by the collation processing 251 or such improvement data is not found in the improvement database 242 and the corresponding unit 241 newly creates the improvement data 252. I do. In this case, the person in charge displays the created improvement data 252 on the display of his / her own information processing terminal and performs a check operation thereof. When the necessary corrections are completed, the person in charge stores the data in the customer database 243 using the transmission processing unit 234 and uses the information providing unit 232 to view a file (hereinafter referred to as a file that can be browsed by the browser of the web server unit 207). , An update file). The information providing unit 232 uploads the thus obtained update file 255 to the web server unit 207 via the Internet network 205.
[0050]
The uploaded update file 255 can be made accessible from the customer terminal 209 used by the complaining customer using a special password. In this case, the information providing unit 232 notifies the customer of the customer terminal 209 using the medium such as the electronic mail 218 that the improvement measure and the improvement result can be seen. Provide password for access to homepage. Of course, instead of notifying that access to such a homepage is possible, improvement measures and improvement results may be directly written in an e-mail or their contents may be attached in the form of an attached document.
[0051]
Depending on the content of the uploaded update file 255, the uploaded update file 255 may be disclosed as public information 219 to general customers other than the customer who has made a complaint. When publishing improvement measures and improvement results to general customers who use a specific product or service, the general customer terminal group 208 freely browses the updated files 255 on the web server unit 207 on a homepage. It should be in a state where it can be done.
[0052]
Incidentally, it is necessary for the response section 204 to execute an improvement measure for a complaint issued from the customer terminal 209. In this case, it is necessary to check to make sure that improvements are made so that complaints do not continue. Therefore, in the present embodiment, an improvement time limit for performing improvement is set, and an alarm unit 235 for warning of the expiration of the time limit is provided in the improvement plan examination unit 203. The alarm unit 235 issues an alarm (warning) to the corresponding unit 241 when the set time limit has come and the improvement by the person in charge has not been completed. The alarm may be a transmission of an e-mail in which a predetermined text prepared in advance is described, or a sound such as making a telephone call and playing a pre-recorded voice. Alternatively, a document created in advance may be transmitted by a facsimile machine. The alarm unit 235 may not only issue such an alarm, but also notify the entry of the date and time at which the alarm is to be generated next in the corresponding unit 241 using a medium such as an e-mail. In this case, the alarm unit 235 resets the alarm to the date and time entered by the corresponding unit 241.
[0053]
As described above, when all the data such as all the improvement measures and the improvement results to be entered in the improvement database 242 for the predetermined case are stored in the plan database 231, the improvement plan reviewing unit 203 improves all the data in the plan database 231. It is moved to the database 242 and stored therein.
[0054]
In FIG. 1, broken lines 261 and 262 indicate a data transmission path which has been conventionally adopted for reference. Conventionally, a customer database 243 storing member customer information is associated with each customer of the general customer terminal group 208, and as shown by a broken line 261, a complaint process and a request are handled for each customer. As shown in the figure, the data created by the person in charge of processing the complaints and requests for exclusive use has been released on the website in a state that can be viewed by general customers.
[0055]
FIG. 3 shows an outline of the processing flow of the improvement status feedback system of the present embodiment described above. This will be described with reference to FIG. When a complaint or request is sent from the customer terminal 209 to this system (step S301: Y), the content is stored in the correspondence history database 213 together with a summary (step S302). Based on the contents, the keyword extraction unit 233 of the improvement plan examination unit 203 extracts a keyword (step S303), and determines a corresponding department to process the complaint or request (step S304). An e-mail 217 is sent to the corresponding section 241 of the corresponding section section 204 to notify that a complaint or a request has been made.
[0056]
The response section 204 checks whether the improvement database 242, which is a database of past improvement measures and improvements such as the time limit for improvement, contains data such as improvement measures and improvement time limits corresponding to complaints and requests. To perform an automatic search (step S305). If there is data such as a corresponding improvement measure and an improvement time limit (step S306: Y), these are stored in the customer database 243 (step S307), and the improvement result is sent to the customer via a means such as a homepage or an e-mail. This is notified by using the information (step S308).
[0057]
On the other hand, if the data of the corresponding improvement measure or the time limit for improvement does not exist in the improvement database 242 (step S306: N), the person in charge of the responding unit 241 sends the data of the improvement measure or the time limit for the improvement for the case. Is created (step S309). This data is converted into a file that can be browsed by a browser, and if necessary, is disclosed to general customers on the web (steps S307 and S308).
[0058]
In the case where data such as an improvement measure or an improvement deadline corresponding to a complaint or a request is found in the improvement database 242 or newly created, it is necessary to implement these improvement measures in the response section 204. Is determined (step S310). For example, even if the improvement measures are already stored in the improvement database 242, it is possible to solve the problem by taking measures on the customer side, such as upgrading the software, and software for solving such a problem is already available on the homepage. In the case where the information is disclosed, it is not necessary for the response section 204 to newly implement an improvement measure. When it is determined that it is necessary to implement an improvement measure or the like (Step S310: Y), the corresponding department unit 204 instructs to implement the improvement measure (Step S311).
[0059]
There is a time limit for the implementation of this improvement measure, and if the implementation of the improvement measure is not completed within the time limit (step S312: N), an alarm is issued (step S313). In this case, the process returns to step S309, and data such as an improvement term is entered. If there is a problem with the above-mentioned improvement measures and the implementation has not been completed by the deadline, it is possible to review the improvement measures. When the implementation of the improvement measures is completed as described above (step S312: Y), all data on the case in the plan database 231 is moved to the improvement database 242 (step S314), and the processing on the case is ended. (Return). If it is determined in step S310 that improvement is not necessary (N), all the data for the case in the plan database 231 is moved to the improvement database 242 (step S314), and the process for the case ends. (Return).
[0060]
<Deformability of the invention>
[0061]
In the embodiment described above, the data for each item once stored in the correspondence history database 213 of the inquiry window 202 is stored in the plan database 231 in the improvement plan examination unit 203. The examination unit 203 may be integrally configured, and for example, the correspondence history database 213 may be used as a shared database of each department.
[0062]
Further, in the embodiment, the information provision unit 232 in the improvement plan examination unit 203 presents an improvement plan to the customer terminal 209 of the customer who has made a complaint. Communication means may be used to directly notify the customer terminal 209 of improvement measures and the like.
[0063]
【The invention's effect】
As described above, according to the first aspect of the present invention, the processing for the improvement request is entrusted to the corresponding department capable of appropriately responding to the improvement request. High quality processing can be achieved. In addition, since the retrieval process is performed using the summary, labor saving can be achieved, and in this sense, quick response is possible. Further, such a quick response produces an effect of increasing interest in the state of improvement of products or services provided to customers. Further, the degree of improvement contribution and cost per customer become clearer than in the past, and it becomes possible to help customers with each customer.
[0064]
Further, according to the second aspect of the present invention, since a time limit is set for the execution of the improvement measure, feedback control can be performed for the improvement measure, for example, by giving a problem when the improvement cannot be made within the time limit. . In addition, it becomes possible for the person in charge to make it a habit to consider improvement measures within a certain period.
[0065]
Further, according to the third aspect of the present invention, the homepage can be updated at the level of the person in charge corresponding to the improvement request, and necessary improvement measures and the like can be improved as compared with the case where the dedicated staff periodically edits the homepage. Rapid disclosure is possible. Further, since work and the like are automated, the number of man-hours for the person in charge can be reduced.
[0066]
According to the fourth aspect of the present invention, in a case where the number of keywords extracted from the summary is small and no keyword matching the abstract in the improvement database is found, For example, since the improvement request information other than the summary stored in the improvement request information storage means can be expanded as the collation target at the discretion of the department in charge, the collated objects can be expanded, and the accumulated assets can be used efficiently. Further, by performing the first collation work in the summary, it is possible to increase the efficiency of the processing as a whole.
[0067]
According to the fifth aspect of the present invention, the number of keywords used from the summary can be adjusted, so that it is possible to reduce the load on past improvement request information and the corresponding department for selecting the improvement measure, Quick response is possible.
[0068]
According to the invention described in claim 6, the database is updated when the execution of the improvement measure by the improvement measure execution instructing means is completed, so that the improvement measure taken for improvement does not work. Incorporation of such a thing into a database can be eliminated, and a highly reliable database can be constructed.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram showing an outline of an improvement status feedback system according to an embodiment of the present invention.
FIG. 2 is an explanatory diagram showing a part of the contents of a correspondence history database according to the embodiment.
FIG. 3 is a flowchart showing an outline of a processing flow of the improvement situation feedback system of the embodiment.
FIG. 4 is a system configuration diagram showing an outline of a conventionally proposed complaint processing system.
FIG. 5 is a flowchart showing a processing flow according to the proposed complaint processing method.
[Explanation of symbols]
201 Improvement status feedback system
202 inquiry window
203 Improvement Plan Review Department
204 Service Department
207 Web server section
208 General customer terminal group
209 Customer terminal
212 reception
213 Correspondence history database (DB)
221 Summary Table
222 Keyword Table
223 Inquiry contents
231 Planning database (DB)
232 Information Provision Department
233 Keyword Extraction Unit
234 Transmission processing unit
235 Alarm part
241 corresponding part
242 Improvement Database (DB)
243 Customer Database (DB)

Claims (6)

A summary inputting means for inputting a summary for an improvement request such as a complaint or a request;
Improvement request information storage means for storing the summary input by the summary input means and the content of the improvement request as improvement request information for each case,
Corresponding department discriminating means for discriminating a corresponding department to process the improvement request using the summary stored in the improvement request information storing means,
An improvement database storing past improvement request information and improvement measures together with a summary of improvement requests;
Case matching means for determining the presence or absence of the same improvement request by comparing the summary of the improvement database with the summary of the matter to be improved stored in the improvement request information storage means,
Improvement measure input means for inputting an improvement measure for the improvement request when the case collation means determines that the same improvement request does not exist in the past;
An improvement status feedback system, comprising: an improvement request destination notifying unit for notifying an improvement request destination of an improvement plan input by the improvement plan input unit or an improvement plan for the same past improvement request. Improvement measure execution instructing means for instructing the corresponding department with a time limit to execute the improvement measure input by the improvement measure input means,
2. The improvement status feedback system according to claim 1, further comprising: an alarm generating unit that issues an alarm when the execution of the improvement measure is not completed within the time limit. File conversion means for converting an improvement measure into a file for web publication when an improvement measure is input by the improvement measure input means;
2. The improvement status feedback system according to claim 1, further comprising an uploading unit that uploads the file converted by the file converting unit as a part of content to be disclosed to a customer. The case matching means is a means for matching the keywords of the summaries. When no match is found for any of the keywords, the improvement request information other than the summary stored in the improvement request information storage means is used for the improvement. 2. The improvement status feedback system according to claim 1, further comprising a collation target expanding means for collating the contents of the database. The case matching unit is a unit that checks whether the keywords match each other using the keywords extracted from the summary, and matches the number of keywords used for matching when the number of extracted keywords is plural. 2. The improvement status feedback system according to claim 1, further comprising: a keyword number adjusting unit that adjusts the number of improvement requests to be performed so as to fall within a desired value range. Improvement database updating means for writing, in the improvement database, the improvement request information stored in the improvement request information storage means and information indicating the contents taken for improvement when the improvement measure execution by the improvement measure execution instructing means is completed. The improvement status feedback system according to claim 2, comprising:

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