JP2011049691A - Callback service system - Google Patents

Abstract

The present invention reduces the dissatisfaction of a service user awaited in a system for managing a callback. The present invention relates to a request for a callback when the service user makes a callback request to the service provider. Callback estimated time, which is the estimated time that the operator can handle when accepting a call, is shown to the service user, or the latest callback estimated time is updated and communicated according to the service user's request before callback. Or when the call cannot be made before the estimated callback time, the latest estimated callback time is communicated by automatic voice, etc. It is possible.
[Selection] Figure 1

Description

  The present invention waits for a service user not to wait for the service user in a callback operation in which a call is returned from the service provider in response to a request from the service user, or against the expectation of the service user. Technology for reducing the burden on the service user when

  Conventionally, when a service user desires to provide a service without visiting a store or the like, the service is often received through a telephone. However, due to advances in communication technology, you can apply for car insurance through an Internet browser via the Internet, use the interactive digital broadcasting service to do TV shopping, or shop at a mobile phone shopping site. For example, the use of communication means other than telephones to receive services is increasing.

  These new communication media such as the Internet, digital broadcasting, mobile phones, etc. are very convenient as a means to provide a certain service to many service users easily, and at the same time, the service provision is standardized without relying on human hands. It is excellent in terms of cost in that it can be processed instantaneously in large quantities. However, on the other hand, services that are not standardized or difficult to standardize, unforeseen inquiries from service users, and inquiries that require caution, such as complaints from service users, are still handled manually. The importance of all telephone responses is the same as before. This is why many service providers are based on the provision of services using the above-mentioned new communication media, but on the other hand, call centers have been established to handle inquiries and complaints from service users. by.

  However, in response to calls at the call center, there are cases where the operator is not available and cannot be called immediately when inquiries from service users are concentrated. In such a case, the service user is made to wait until an empty operator is made while responding with automatic voice. However, the service user is not dissatisfied while waiting. In addition, the communication cost is increased while waiting. Therefore, a callback management device has been proposed for accepting a callback request from a service user and causing the service user to call back when the operator has a vacancy (Patent Document 1).

  Also, predict the time until a connectable operator is available when there is no available space, and wait for the operator to be able to respond while automatically communicating that time, or temporarily disconnect the telephone Then, a communication control method including a callback time prediction algorithm device for allowing a customer to select whether to call back from an operator has been proposed (Patent Document 2).

JP2009-5145 JP 2000-341414 A

  The callback management device in the best embodiment of the invention of Patent Document 1 allows a service user to specify a desired callback date and time and a request, and then accepts a call received according to the callback date and time and the type of the request. Assume that the back requests are prioritized and the operator selects one from the prioritized list of callback requests to perform the callback. However, when the callback date and time desired by the service user is concentrated on a specific time, there is a sufficient situation where there is a shortage of operators who can respond. When a callback request is received from a service user by a simple method such as the above device, there is a possibility that a request that greatly exceeds the capacity of operator resources that can be operated in the call center may be made. It is considered that the dissatisfaction of the service user when the callback cannot be performed at the time specified by the service user due to the lack of operators who can respond is even greater.

  In the communication control method of the invention of Patent Document 2, if there is no operator available when a telephone call is received from a service user, the time until a connectable operator is created is predicted and reported to the service user. When the user selects the callback, the telephone number desired by the service user is stored. In this communication control method, the operator is scheduled to call back at the time when the service is notified to the service user as the time when the operator can call back.

  However, predictions are always off. Patent Document 2 does not disclose any algorithm for predicting the callback time. Although it may be calculated from the average processing time per case, the number of unprocessed cases, the number of operators that can be handled, etc., the processing time per case is very uncertain. When a service user's request is complaint processing, a careful response is required, and the response may take an unexpectedly long time. In this way, if there is even one case where the processing time greatly exceeds the schedule, it is difficult to make callbacks at the expected time for all callback requests that are waiting in turn thereafter. It is considered that the dissatisfaction of the service user when the callback does not take place at the scheduled time is even greater than when the user waits at the telephone port.

  According to the first aspect of the present invention, there is provided a user terminal device in which a service user requests a call back to a call center, an operator terminal device used by an operator provided in the call center, the user terminal device and the operator terminal device. A callback service system comprising a server device connected via a communication line, wherein the user terminal device includes a user ID acquisition unit for acquiring a user ID and information including at least the acquired user ID. And a callback request transmission unit that transmits a callback request, which is information indicating that a callback is requested, to the server device, and a callback that is estimated that the operator can call back the callback request. An inquiry transmission unit that transmits an inquiry of the estimated time to the server device, and the transmitted inquiry A response receiving unit that receives a response from the server device, and the server device stores user information including a user ID or / and a telephone number of a service user. A callback request receiving unit that receives a callback request from the user terminal device, a processing status acquisition unit that acquires processing status that is information related to a processing status of a callback request by an operator from the operator terminal device, A callback estimation time calculation unit for calculating a callback estimation time, a callback request storage unit for storing the received callback request in association with the processing status and the callback estimation time, and held in the callback request storage unit A processing distribution unit that prioritizes the received callback requests according to a predetermined condition; An inquiry reception unit that receives an inquiry transmitted from the user terminal device, and obtains a callback estimated time for the received callback request or the received inquiry from the callback estimation time calculation unit to the user terminal device When receiving a callback instruction from the response transmission unit and the operator terminal device, the telephone number associated with the user ID included in the callback request is acquired from the user information group holding unit, A line connection unit for establishing a call between the telephone terminal device specified by the telephone number and the telephone terminal device associated with the operator terminal device, and the operator terminal device is included in the callback request All or part of user information associated with the user ID is acquired from the server device, and the acquired user information and the callback request are acquired. A callback request browsing unit for displaying a list in accordance with the priority order determined by the processing distribution unit, a callback instruction unit for an operator to instruct a callback to the server device, and a processing status And a processing status input unit that inputs the information in association with the callback request.

  The invention according to claim 2 is a callback service system comprising a user terminal device from which a service user requests a callback to a call center and a server device connected to the user terminal device via a communication line. The user terminal device receives a callback request which is information including a user ID acquisition unit for acquiring a user ID and at least the acquired user ID and requesting a callback. A callback request transmission unit for transmitting to the device, an inquiry transmission unit for transmitting an inquiry of the estimated callback time that the operator can call back to the callback request to the server device, and transmission A response receiving unit that receives a response from the server device to the received inquiry, and the server device is used by a service user. A user information group holding unit for holding user information including a user ID or / and a telephone number, a callback request receiving unit for receiving a callback request from the user terminal device, and a processing status of the callback request by the operator A processing status acquisition unit that acquires a processing status that is information related to the information, a callback estimation time calculation unit that calculates a callback estimation time, and stores the received callback request in association with the processing status and the callback estimation time A callback request accumulating unit, a processing distribution unit for prioritizing the callback requests held in the callback request accumulating unit according to a predetermined condition, and an inquiry for receiving an inquiry transmitted from the user terminal device Receiving part and callback request for received callback request or received query A response transmission unit that acquires a fixed time from a callback estimated time calculation unit and transmits it to the user terminal device, and a user ID included in the callback request according to the priority ranking in the processing distribution unit A line connection unit that obtains a telephone number associated with the user information group holding unit and establishes and monitors a call between the telephone terminal device specified by the telephone number and the telephone terminal device used by the operator; A callback service system comprising:

  A third aspect of the present invention is the callback service system according to the first or second aspect, wherein the user terminal further includes a callback cancellation request for canceling a callback request by a service user. The server device further includes a cancellation specification time transmission unit that receives a request or a callback specification time for specifying a time at which a service user receives a callback, and transmits the callback specification time to the server device. The server device further includes the cancellation specification time transmission unit. A cancel specified time receiving unit that receives the callback cancel request or callback specified time transmitted, and when the cancel specified time receiving unit receives the callback cancel request, the callback request related to the callback cancel request is transmitted to the callback Delete from the request storage unit, and the cancellation specified time receiving unit receives the callback specified time About callback service system, characterized by having a a cancel designation time controller that holds the callback request storage unit in association with the callback request associated therewith a callback specified time to.

  The invention according to claim 4 is the callback service system according to claim 1, wherein the server device further includes an operator terminal for predetermined information among user information held in the user information group holding unit. The present invention relates to a callback service system having a user information browsing restriction unit that restricts browsing by a device.

  The invention according to claim 5 is the callback service system according to claim 1 or 2, wherein the server device has one or a plurality of service IDs representing available service classifications. An ID holding unit, wherein the user terminal device obtains service IDs that can be used from the service ID holding unit of the server device, shows the list to the service user, and indicates to the service user from the list A service ID specifying unit that specifies a service ID by selecting one, and the callback request transmitting unit of the user terminal device further includes a service ID specified by the callback request to be transmitted It is related with the callback service system characterized.

  The invention according to claim 6 is the callback service system according to claim 5, wherein the service ID holding unit of the server device is a telephone number for making a call from a service user to an operator. The server device further stores a service-specific telephone number that is a telephone number associated with the service ID, and the server device holds the user information group in which the user ID included in the callback request received by the callback request reception unit is stored. If it is not included in any of the user information held in the unit, the service-specific telephone number associated with the service ID included in the callback request is acquired from the service ID holding unit and stored in the user terminal device. A service-specific telephone number transmission unit for transmitting, and the user terminal device receives a service-specific telephone number from the service-specific telephone number transmission unit of the server device. The present invention relates to a callback service system comprising a service-specific telephone number reception display unit that receives a number and displays it on a user terminal device.

  The invention according to claim 7 is the callback service system according to claim 1 or 2, wherein the server device has no processing status at the estimated callback time last transmitted to the user terminal device. When processing, the estimated callback time is calculated by the estimated callback time calculation unit, and the updated estimated callback time is recorded in the callback request storage unit. The present invention relates to a callback service system including a notification unit.

  In the present invention, when the service user makes a callback request to the service provider, the estimated callback time, which is an estimated time that the operator can handle when accepting the callback request, is provided. Or update the latest estimated callback time according to the request of the service user before the callback, or the latest estimated callback time when the callback cannot be made before the last estimated callback time It is possible to relieve the dissatisfaction of service users while waiting for them.

FIG. 1 is a block diagram illustrating an outline of a callback service system according to a first embodiment. Functional block diagram of the callback service system according to the first embodiment Schematic which shows the hardware constitutions of the user terminal device in Example 1. FIG. FIG. 3 is a flowchart showing a processing flow when a service user makes a callback request in the first embodiment. The flowchart showing the flow of processing when the service user makes an inquiry about the estimated callback time in the first embodiment Functional block diagram of the callback service system in the second embodiment Flow chart showing the flow of processing when a service user makes a callback request in the second embodiment Functional block diagram of a callback service system according to the third embodiment Flow chart showing the flow of processing when a service user cancels a callback request in the third embodiment FIG. 9 is a flowchart showing a processing flow when a service user designates a callback time of a callback request in the third embodiment. Functional block diagram of callback service system according to embodiment 4 Functional block diagram of callback service system according to embodiment 5 Functional block diagram of callback service system according to embodiment 6 FIG. 10 is a flowchart showing the flow of processing when a user ID is not held in the user information group holding unit when a service user makes a callback request in the sixth embodiment. Functional block diagram of callback service system according to embodiment 7 The flowchart showing the flow of a process in the case of notifying a service user by automatic voice in the latest callback estimated time in Example 7.

  The first aspect of the present invention will be described below with reference to Example 1.

  In the first invention, when a callback request is received from a service user, an estimated callback time that is estimated to be an operator's callback is notified, and the callback requests are prioritized according to predetermined conditions. A callback service system that automatically displays a call when a list is displayed to the operator and the operator selects one of them and gives a callback instruction, and the service user has the latest estimated callback time. A callback service system, which can be inquired at any time.

The callback service system according to the first embodiment is a callback service system including a user terminal device, an operator terminal device, and a server device.
The user terminal device includes a user ID acquisition unit, a callback request transmission unit, an inquiry transmission unit, and a response reception unit.
Further, the server device includes a user information group holding unit, a callback request receiving unit, a processing status acquisition unit, a callback estimated time calculation unit, a callback request storage unit, a processing distribution unit, an inquiry A receiver, a response transmitter, and a line connection unit;
Furthermore, the operator terminal device includes a callback request browsing unit, a callback instruction unit, and a processing status input unit.

FIG. 1 is a block diagram illustrating an outline of the callback service system according to the first embodiment.
The callback service system 0101 has a user terminal device 0102, a server device 0103, and an operator terminal device 0104. The user terminal device is a terminal device such as a personal computer, a cellular phone, a cable television receiving terminal having a bidirectional communication function, or a terrestrial digital receiver used by a service user. The user terminal device and the server device are connected to each other via a communication network 0108 such as the Internet, a mobile phone communication network, and a cable network for cable television. The service user telephone terminal device 0105 is a telephone terminal device such as a fixed telephone, a mobile phone, and an IP telephone. The operator terminal device is a terminal device such as a personal computer used by the operator. The operator terminal device and the server device are connected to each other by a communication network 0109 such as the Internet or a LAN. The operator telephone terminal device 0106 is connected to a communication network 0107 such as a public network via a communication control device 0110 such as a private branch exchange (PBX). A service user telephone terminal device is also connected to the communication network 0107. The server device controls the communication control device to establish and monitor a call between the operator telephone terminal device and the service user telephone terminal device.

  In FIG. 1, a user terminal device, a service user telephone terminal device, an operator terminal device, and an operator telephone terminal device are drawn one by one, and it is as if there are one user and one operator. . However, in practice, there are usually a plurality of service users and operators, and such a case is not excluded.

  The flow of processing in the first embodiment will be described in detail later with reference to a chart, but here, the general flow will be described with reference to FIG.

  The service user accesses the server device via a user terminal device such as a personal computer or a mobile phone. When the service user makes a callback request to the server device via the user terminal device, the server device receives the callback request. Then, the server device calculates the estimated callback time and transmits it to the service user via the user terminal device. Further, the server apparatus prioritizes the callback requests received from the service user according to a predetermined condition. The operator terminal device displays the prioritized callback requests in a list and shows them to the operator. At this time, the operator terminal device also displays user information held in the server device. When the operator selects one of the callback requests listed on the operator terminal device, the server device establishes a call using the public line network between the service user telephone terminal and the operator telephone terminal device. . When the operator finishes processing the callback request by the telephone call thus established, the operator inputs through the operator terminal device that the callback request has been processed. The server device receives and records such input.

  The service user can inquire about the latest estimated callback time even after making a callback request. When the service user inquires about the estimated callback time for a previous callback request via the user terminal device, the server device performs recalculation. The result of the recalculation is transmitted to the service user via the user terminal device.

FIG. 2 is a functional block diagram of the callback service system according to the first embodiment. The callback service system 0201 includes a user terminal device 0202, an operator terminal device 0204, and a server device 0203.
The user terminal device 0202 includes a user ID acquisition unit 0205, a callback request transmission unit 0206, an inquiry transmission unit 0207, and a response reception unit 0208.
The server device 0203 includes a user information group holding unit 0209, a callback request receiving unit 0210, a processing status acquisition unit 0211, a callback estimated time calculation unit 0212, a callback request accumulation unit 0213, and a processing distribution unit 0215. An inquiry reception unit 0216, a response transmission unit 0217, and a line connection unit 0218.
The line connection unit is connected to the communication control device 0222, and the service user telephone terminal device 0223 and the operator telephone terminal device 0224 are connected via the communication control device.
The operator terminal device 0204 includes a callback request browsing unit 0219, a callback instruction unit 0220, and a processing status input unit 0221.

  First, the user terminal device will be described in detail.

  The “user terminal device” is a terminal device “a service user requests a callback from a call center”. For example, as a user terminal, a personal computer connected to the Internet, a mobile phone, a cable television receiver having a two-way communication function, a terrestrial digital receiver (hereinafter referred to as “a personal computer”), and the like can be considered.

  “Call center” refers to a place where services are provided by telephone to service users, and is not limited to a dedicated facility that is actually called a call center, but a place where the person in charge provides such services. All if included.

  “Callback” refers to establishing a telephone call between a service user and an operator by a call from the call center to the service user in response to a request from the service user.

  The user terminal device includes a user ID acquisition unit, a callback request transmission unit, an inquiry transmission unit, and a response reception unit.

  “User ID acquisition unit” “Acquires user ID.”

  “User ID” refers to an identifier such as a number or a character used to identify a service user. You may use the phone number as the user ID. As a typical method for the user ID acquisition unit to acquire a user ID, there is a method of acquiring a user ID that is directly input by an authentication procedure performed when a service user connects to a server device from a personal computer or the like. Alternatively, there may be a method of identifying a service ID from individual identification information such as a mobile phone or B-CAS card information of cable television. In the latter case, for example, the individual identification number and B-CAS card information are held in association with the user ID in the user information group holding unit of the server device, and the user ID acquisition unit is stored in the individual identification number and B-CAS. The user ID corresponding to the card information is acquired from the user information group holding unit.

  The “callback request transmission unit” “sends a callback request to the server device, which is information including at least the acquired user ID and is information indicating that a callback is requested.”

  “Callback request” is information related to a “callback” request made by a service user, and at least the user ID for identifying which service user the callback request is from. Include as. Of course, information other than the user ID may be included. For example, a receipt number may be included to identify the callback request. When the reception number is included in the callback request, it is possible to receive a plurality of callback requests from the same service user and handle them separately.

  A specific method for accepting a callback request from a service user is to display a button for accepting a callback request on a screen of a personal computer, etc., and the service user presses the button etc. A method of accepting a callback request from the server is conceivable.

  The “inquiry transmission unit” “sends an inquiry about the estimated callback time that the operator can call back in response to the callback request to the server device.”

  An “operator” refers to a person who performs “call back” at a “call center”.

  The “callback estimated time” is a time calculated by the callback estimated time calculation unit, and is a time estimated by the operator to be able to call back to the service user. The specific method of calculation will be described later, but the estimated callback time provides the service user with the estimated time that the operator is free and the callback is possible. There is no guarantee that a callback will be made before. Further, when an operator has a vacancy, the operator can immediately perform a callback even before the estimated callback time is reached.

  As a method of receiving an inquiry about the estimated callback time from the service user, a button for receiving an inquiry about the estimated callback time is displayed on the screen of a personal computer, etc., and the inquiry is made when the service user presses the button, etc. It is conceivable that the method is accepted.

  The “response receiving unit” is configured such that the inquiry transmission unit “receives a response from the server device to the transmitted inquiry”.

  The “response” is a response related to the inquiry about the estimated callback time, and is transmitted from the response transmission unit of the server device. The received response is displayed on the user terminal device and transmitted to the service user.

  Each block in the user terminal device 0202 shown in FIG. 2 can be realized by using a personal computer, a mobile phone terminal, or a cable TV set-top box in terms of hardware. It is realized by a computer program or the like that operates as one unit, but here, functional blocks realized by their cooperation are depicted. Those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

  FIG. 3 is a schematic diagram illustrating a hardware configuration of the user terminal device according to the first embodiment. The user terminal device temporarily stores “CPU” 0301 for performing various arithmetic processes and search processes, “hard disk drive device for holding programs and data,“ external storage device ”0302 such as ROM, and programs and data. And a “memory” 0303 for storing and holding. A “communication interface” 0304 for performing communication via the communication line 0306 is also provided. These are connected to each other by a “system bus” 0305 that is a data communication path to perform transmission / reception and processing of information. A program is a series of command statements for operating hardware including a CPU to perform various arithmetic processes and search processes.

  The program held in the external storage device is read into the memory as necessary, and the CPU executes various arithmetic processes by referring to the program in the memory. In addition, a plurality of addresses are assigned to each memory, and in the arithmetic processing of the CPU, it is possible to perform arithmetic processing using data by specifying the address and accessing the stored data. It has become.

  The hardware configuration as described above does not differ greatly regardless of whether the user terminal device is a personal computer, a mobile phone, a set-top box, or a digital television receiver.

  Next, the server device will be described in detail.

  The “server device” includes a user information group holding unit, a callback request reception unit, a processing status acquisition unit, a callback estimated time calculation unit, a callback request storage unit, a processing distribution unit, and an inquiry reception. Unit, a response transmission unit, and a line connection unit.

  The “user information group holding unit” “holds user information including the user ID or / and telephone number of the service user.”

  “Telephone number” means a telephone number assigned to the service user telephone terminal device that the user desires to receive a callback when receiving a callback call from the call center.

  The “user information” may include information such as a service user's name, address, purchase history, and authentication password in addition to the user ID and telephone number. Further, as described above, it may be used for specifying the user ID including the individual identification number of the mobile phone and the B-CAS card information used by being inserted into the cable television receiver.

  All the user information held in the user information group holding unit is stored in association with the user ID. A telephone number associated with a specific user ID is used by the line connection unit when responding to a callback request from a service user specified by the user ID. This will be described in detail later. All user information can be used when a list of callback requests is displayed to the operator on the operator terminal device.

  The “callback request receiving unit” “receives a callback request from the user terminal device.” Communication between a user terminal device such as a personal computer and a server device is performed via the Internet, a mobile phone communication network, cable television. This is done via a communication network such as a cable network for commercial use.

  The “processing status acquisition unit” “acquires processing status, which is information related to the processing status of the callback request by the operator, from the operator terminal device.”

“Processing status” refers to information regarding the status of processing for a callback request, and includes at least information regarding whether or not processing has been completed. As will be described later, when the callback process is completed, the operator inputs the completion of the process from the process status input unit of the operator terminal device. The processing status acquisition unit acquires the input processing status from the operator terminal device.
The processing status may include other information such as the time required for processing related to the processing status of the callback.

  The “callback estimated time calculating unit” “calculates the estimated callback time” when at least the callback request receiving unit receives a callback request or when the inquiry receiving unit receives an inquiry. The estimated time calculation unit calculates the callback estimated time according to a predetermined rule. For example, the predetermined rule is as follows. When the operator is free, the current time at the time of calculation is the estimated callback time. When the operator is not available: The product obtained by multiplying the number of unprocessed callback requests by the processing time per case and dividing the product by the number of operators that can be operated is defined as the “expected waiting time”. The time after the estimated waiting time from the time of calculation is set as the estimated callback time. The processing time per case is calculated as an average value of the time required for processing with respect to the past processed callback requests processed during a predetermined time. The calculation of the processing time required for each case can be obtained as the time during which the processing status acquisition unit acquires the processing status after the line connection unit of the server apparatus connects the line, and these are stored as callback requests. If they are recorded in the section, their average value can be calculated.

  An example of a predetermined rule has been shown. As a method of calculating the expected waiting time, other than this, the waiting time of the oldest callback request in the queue is used, or the callback request processed within the past predetermined time is used. Various methods such as using an average waiting time can be considered.

  The predetermined rule may be a part of a program for realizing the callback estimated time calculation unit, or a “rule holding unit” for holding the predetermined rule is provided and held there, and the callback estimated time is set. The calculation unit may be read from the rule holding unit and used for calculation.

  The “callback request storage unit” “stores the received callback request in association with the processing status and the estimated callback time.”

  The “processing distribution unit” “priorizes the callback requests held in the callback request storage unit according to a predetermined condition.”

“Predetermined conditions” refers to conditions such as the order of acceptance. When receiving a callback request and holding it in the callback request storage unit, the reception time is associated and stored, and the older the callback request, the higher the priority. Those whose processing status has been processed are set to the lowest priority order or are not subject to prioritization. When the purchase history for each service user is held in the user information group holding unit, a condition may be added such that a certain important customer is determined from the purchase history and its priority is increased. These are just examples of “predetermined conditions”.
This priority order is used as the order of display on the operator terminal device when the callback request browsing unit of the operator terminal device allows the operator to browse the list of callback requests. When one of the predetermined conditions is to exclude a callback request whose processing status has been processed from prioritization, the processed callback request is not included in the list display of the operator terminal device.

  The “inquiry receiving unit” “receives an inquiry transmitted from the user terminal device.” “Inquiry” is an inquiry about the estimated callback time.

  The “response transmission unit” “obtains the estimated callback time for the received callback request or received inquiry from the estimated callback time calculation unit and transmits it to the user terminal device.”

  "Line connection unit", "When a callback instruction is received from the operator terminal device, the telephone number associated with the user ID included in the callback request is acquired from the user information group holding unit, A call is established between the telephone terminal device identified by the telephone number and the telephone terminal device associated with the operator terminal device. "

  “Callback instruction” is an instruction given by an operator via a callback instruction unit of the operator terminal device. The line connection unit first extracts the telephone number associated with the user ID from the user information group holding unit using the user ID associated with the callback request. Then, after the operator's telephone terminal device is connected to a public line network such as a public telephone line network by controlling the communication control device, a call is automatically made to the service user using the telephone number.

  Each block in the server apparatus shown in FIG. 2 can be realized by using a server computer constituted by a CPU, a memory, a hard disk drive, a system bus, etc. in terms of hardware. It is realized by a computer program or the like that operates as one unit, but here, functional blocks realized by their cooperation are depicted. Those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

  The functions of the server device as described above can be realized by a configuration similar to the hardware configuration in FIG. 3 used in the description of the user terminal device.

  Finally, the operator terminal device will be described in detail.

  An “operator terminal device” is a terminal device “used by an operator provided in a call center”. The operator terminal device includes a callback request browsing unit, a callback instruction unit, and a processing status input unit.

The “callback request browsing unit” acquires “all or part of user information associated with the user ID included in the callback request from the server device, and acquires the acquired user information and the callback request. The callback request browsing unit displays the callback requests stored in the callback request storage unit in the priority order determined by the processing distribution unit. To display a list on the operator terminal device. If the predetermined condition used when the processing distribution unit prioritizes the callback requests includes excluding the processed callback requests from priorities, the processed callbacks Requests are not included in the listing.
The callback request browsing unit extracts user information associated with the user ID included in the callback request from the user information group holding unit, and displays the user information in association with the callback request. At that time, “all or part of” user information necessary for the operator is selected and displayed by a predetermined method.

  The “callback instruction unit” is for the operator to “instruct the server device for the requested callback”. Such an instruction may be performed by an operator selecting one of the callback requests listed in the callback request browsing unit and double-clicking, or clicking on the callback request listed. Then, after the selection is made, the dedicated button may be pushed down.

  In the “processing status input unit”, the operator “inputs the processing status in association with the callback request.”

  Each block in the operator terminal device 0204 shown in FIG. 2 can be realized using a computer constituted by a CPU, a memory, a hard disk drive, a system bus, etc. in hardware, and integrated with the computer in software. This is realized by a computer program or the like that operates in this manner, but here, functional blocks realized by their cooperation are depicted. Those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

  The functions of the operator terminal device as described above can be realized by the same configuration as the hardware configuration in FIG. 3 used in the description of the user terminal device.

  FIG. 4 is a flowchart illustrating a processing flow when the service user makes a callback request in the first embodiment.

  First, the user ID acquisition unit of the user terminal device acquires a user ID (step 0401). As described above, the service user may obtain a service ID that is directly input to the user terminal, or the individual identification number of the mobile phone or the information of the B-CAS card inserted into the set top box of the cable TV. It may be obtained using. Next, when there is a callback request from the service user, the callback request transmission unit includes the callback request and the user ID acquired by the user ID acquisition unit in step 0401 in the callback request to the server device. (Step 0402).

  The callback request reception unit included in the server apparatus receives the callback request transmitted in step 0402 (step 0403). When the callback request is received, the estimated callback time calculation unit calculates the estimated callback time related to the callback request (step 0404). The response transmission unit transmits the estimated callback time calculated in step 0404 to the user terminal device (step 0405), which is received by the response reception unit of the user terminal device and displayed on the user terminal device ( Step 0406).

  The callback request accumulation unit accumulates the estimated callback time obtained in step 0404 in association with the callback request received in step 0403 (step 0407). The process distribution unit prioritizes the callback requests stored in step 0407 according to a predetermined condition (step 0408).

  When the callback request browsing unit of the operator terminal device displays the callback request stored in step 0407 on the operator terminal, the user information group holding unit uses the user ID for the user information related to the callback request. (Step 0409). The callback request browsing unit displays a list of the callback requests accumulated in step 0407 on the operator terminal device according to the priority order determined in step 0408 together with the user information acquired in step 0409 (step 0410). . When the operator selects one of the callback requests displayed in a list in step 0410 and issues a callback instruction, the callback instruction unit instructs the server device to call back (step 0411).

  When instructed in step 0411, the line connection unit of the server device controls the communication control device to establish a call between the service user and the operator (step 0412). Using the call established in step 0412, the operator provides a service to the service user (step 0413). When the operator inputs that the processing status related to the callback request has been processed after completing the service provision, the processing status input unit acquires the processing status and transmits it to the server device (step 0414).

  The processing status acquisition unit of the server apparatus receives the processing status transmitted in step 0414 (step 0415). The processing status received in step 0415 is recorded in the callback request storage unit in association with the callback request (step 0416).

  In the flowchart of FIG. 4, it is described as if there were one service user and one operator, but in actuality, steps 0401 to 0407 are performed when a number of service users request callbacks. The process of step 0408 is performed for a number of callback requests that are repeated and stored in this manner. On the other hand, steps 0409 to 0416 are repeated for a plurality of operators. The processing status updated in steps 0414 to 0416 is always reflected in the steps after the prioritizing step in step 0408. Such a flow is repeated until all the callback requests stored in the callback request storage unit have been processed.

  FIG. 5 is a flowchart showing the processing flow when the service user inquires about the estimated callback time in the first embodiment.

  When the service user inquires about the estimated callback time for a specific callback request (step 0501), the inquiry transmission unit in the user terminal device transmits an inquiry to the server device (step 0502). When the inquiry reception unit of the server apparatus receives this (step 0503), the callback estimated time calculation unit calculates the estimated callback time of the callback request related to the inquiry according to a predetermined rule (step 0504). The calculated estimated callback time is recorded in the callback request storage unit in association with the callback request (step 0505). The response transmission unit transmits the estimated callback time to the user terminal device (step 0506). The response receiving unit of the user terminal device that has received the message displays the estimated callback time on the user terminal device (step 0507).

  In the inventions of Patent Document 1 and Patent Document 2, it is not always possible to make a callback at the time expected by the service user. There was the problem of giving even greater dissatisfaction. The first aspect of the present invention has the effect of alleviating the service user's dissatisfaction while waiting as the service user can obtain the latest estimated callback time any time before the estimated callback time .

  The second aspect of the present invention will be described below with reference to Example 2.

  According to a second aspect of the present invention, when a callback request is received from a service user, an estimated callback time, which is an estimated time that an operator can call back, is notified, and a call is made according to a priority determined by a predetermined condition. The present invention relates to a callback service system that is automatically established, and in which a service user can always inquire about the latest estimated callback time. In the second invention, unlike the first invention, the server device automatically makes a call regardless of an operator's instruction to establish a call. In FIG. 1, a schematic diagram of the second embodiment can be obtained by omitting the operator terminal device 0104.

  A second invention is a callback service system comprising a user terminal device for which a service user requests a callback to a call center, and a server device connected to the user terminal device via a communication line. The user terminal device transmits a callback request, which is information including a user ID acquisition unit for acquiring a user ID and at least the acquired user ID, and requesting a callback to the server device. A callback request transmission unit that transmits the query, an inquiry transmission unit that transmits an inquiry of the estimated callback time that the operator can call back to the callback request to the server device, and the transmitted query A response receiving unit that receives a response from the server device, wherein the server device has a user ID or a service user ID. / And a user information group holding unit for holding user information including a telephone number, a callback request receiving unit for receiving a callback request from the user terminal device, and information relating to a processing status of the callback request by the operator A processing status acquisition unit that acquires a processing status, a callback estimation time calculation unit that calculates a callback estimation time, and a callback that stores the received callback request in association with the processing status and the callback estimation time A request storage unit, a processing distribution unit that prioritizes callback requests held in the callback request storage unit according to a predetermined condition, and an inquiry reception unit that receives an inquiry transmitted from the user terminal device; The estimated callback time for a received callback request or received query A response transmission unit that is acquired from the estimated callback time calculation unit and transmitted to the user terminal device, and is associated with the user ID included in the callback request according to the priority ranking in the processing distribution unit. A callback having a line connection unit that acquires a telephone number from the user information group holding unit and establishes and monitors a call between the telephone terminal device specified by the telephone number and the telephone terminal device used by the operator Service system.

  Only the structural requirements different from the first invention among the above structural requirements will be described below. The constituent elements not described are the same as those described in the first invention.

  The “line connection unit” is “according to the priority ranking in the processing distribution unit, obtains the telephone number associated with the user ID included in the callback request from the user information group holding unit, A telephone call is established and monitored between the telephone terminal apparatus specified by the operator and the telephone terminal apparatus used by the operator. "The line connection unit of the first embodiment establishes the telephone call according to an instruction from the operator terminal apparatus. The network connection does this automatically "according to the priority". That is, as soon as the operator becomes available, a call is made for the first-order callback request. Information on whether or not there is a vacancy in the operator can be obtained from the communication control device controlled by the line connection unit.

  “Monitoring” means monitoring the connection status of a call. The monitoring is realized by controlling the communication control device.

  The “processing status acquisition unit” “acquires the processing status that is information related to the processing status of the callback request by the operator.” The processing status acquisition unit of Example 1 acquired the processing status from the operator terminal device. Unlike this, the processing status acquisition unit of the second embodiment acquires the processing status from the line connection unit.

FIG. 6 is a functional block diagram of the callback service system according to the second embodiment. The callback service system 0601 includes a user terminal device 0602 and a server device 0603. Unlike the first embodiment, the callback service system does not have an operator terminal device. The configuration of the user terminal device is the same as that of the first embodiment.
The server device 0603 includes a user information group storage unit 0209, a callback request reception unit 0210, a processing status acquisition unit 0604, a callback estimated time calculation unit 0212, a callback request accumulation unit 0213, and a processing distribution unit 0215. An inquiry reception unit 0216, a response transmission unit 0217, and a line connection unit 0605.

  FIG. 7 is a flowchart illustrating a processing flow when a service user makes a callback request in the second embodiment. The flow up to step 0708 is the same as the flow up to step 0408 in the case of the first embodiment described with reference to FIG. The following flow will be described next. The line connection unit constantly monitors whether there is a vacancy in the operator via the communication control device, but if the operator has a vacancy, the first rank callback request in the callback request prioritized in step 0708 is used. The telephone number from the person information group holding unit is acquired and a call is made (step 0709).

  The operator provides a service by the telephone call established in step 0709 (step 0710). When the line connection unit confirms the end of the call (step 0711), the processing status acquisition unit acquires the processing status indicating that the processing is completed from the line connection unit (step 0712), and the processing status is stored in the callback request storage unit. It is recorded (step 0713).

  The hardware configurations of the user terminal device and the server device of the second embodiment are the same as those of the first embodiment.

  The callback service system of the second embodiment has the same effect as that of the first embodiment.

  The third aspect of the present invention will be described below with reference to Example 3. In addition, the invention according to claim 3 includes both those having the invention according to claim 1 at the top and those having the invention according to claim 2 at the top. Example 3 relates to the former, Examples regarding the latter are omitted.

  A third invention is the callback service system according to the first or second invention, and further allows the service user to cancel the callback request or to specify the callback time. Service system.

  A third invention is the callback service system according to the first or second invention, wherein the user terminal device further has a cancellation specified time transmission unit, and the server device further receives a cancellation specified time. And a cancellation specified time control unit.

  FIG. 8 is a functional block diagram of the callback service system according to the third embodiment. The user terminal device 0802 of the callback service system 0801 according to the third embodiment further includes a cancellation designation time transmission unit 0804, and the server device 0803 further includes a cancellation designation time reception unit 0805 and a cancellation designation time control unit 0806. Other blocks are the same as those in the first embodiment.

  The “cancellation specified time transmission unit” receives “a callback cancellation request that is a cancellation request for a callback request by a service user, or a callback specified time for specifying a time at which the service user receives a callback. Send to. " When accepting the specification of the callback time, it is not appropriate to accept the designation that increases the priority in the queue of the target callback request, contrary to fairness among the service users. It may be possible to accept only the designation of the time at which the value falls.

  The “cancellation specified time receiving unit” “receives a callback cancellation request or callback specified time transmitted by the cancellation specified time transmitting unit” of the user terminal device.

  The “cancellation specified time control unit” is configured such that “when the cancellation specified time receiving unit receives a callback cancellation request, the callback request related to the callback cancellation request is deleted from the callback request accumulation unit, and the cancellation specified time When the receiving unit receives the callback designated time, the callback designated time is stored in the callback request storage unit in association with the callback request associated therewith. "

  “Deleting” includes not only literally erasing from the callback request accumulating unit, but also writing information meaning that the processing status is canceled and callback processing is not required.

  When the service user specifies the callback time, the cancellation specified time control unit writes the callback specified time in the callback request storage unit in association with the callback request. The data structure diagram drawn inside the callback request accumulation unit in FIG. 8 represents a state in which the callback designated time is stored in association with the callback request.

  In the third embodiment, a predetermined condition used by the processing distribution unit of the server device for prioritizing the callback requests reflects the callback specified time. That is, a callback request with no callback time specified is called back as soon as the operator is available, while a callback request with a callback specified time is called until the time arrives even if the operator has a free time. No back is done.

  FIG. 9 is a flowchart illustrating a process flow when the service user cancels the callback request in the third embodiment. When the user requests cancellation of the callback request (step 0901), the cancellation specified time transmission unit transmits the cancellation request in association with the callback request to the server device (step 0902). The cancellation request and the callback request are associated with each other by, for example, specifying the related callback request by the user ID acquired by requesting the service user to input the user ID prior to the cancellation request. When the cancellation specified time receiving unit receives the cancellation request in step 0902 from the user terminal (step 0903), the cancellation specified time control deletes the callback request related to the cancellation request from the callback request storage unit (step 0904).

  FIG. 10 is a flowchart illustrating a processing flow when the service user designates the callback time of the callback request in the third embodiment. When the user designates the callback time for the callback request (step 1001), the cancellation designation time transmission unit associates the callback designation time with the callback request and transmits it to the server device (step 1002). When the cancellation specified time receiving unit receives the callback specified time in step 1002 from the user terminal (step 1003), the cancellation specified time control unit stores the callback specified time for the callback request related to the callback specified time. (Step 1004). Although not included in FIG. 9, when imposing a restriction that the rank in the queue does not move up when accepting the designation of the callback time from the service user, obtain necessary information from the server device and set the condition. Only a request that satisfies the condition is accepted, and if the condition is not satisfied, a step such as indicating an acceptable time and prompting the service user to input again is added.

  The designation of the callback time is accepted as a change in the time when the service user has already designated the callback designated time.

  The hardware configurations of the user terminal device, the server device, and the operator terminal device in the third embodiment are the same as those in the first embodiment.

  The third invention provides the service user notified of the waiting time with the opportunity to cancel the callback request and specify or change the callback time. There is an effect to relieve dissatisfaction when waiting.

  The fourth aspect of the present invention will be described below with reference to Example 4.

  The fourth invention is the callback service system according to the first invention, and further relates to a callback service system that can reduce the risk of leakage of personal information by concealing certain personal information from an operator. .

  A fourth invention is the callback service system according to the first invention, and the server device further includes a user information browsing control unit.

  FIG. 11 is a functional block diagram of the callback service system according to the fourth embodiment. The server apparatus 1102 of the callback service system 1101 according to the fourth embodiment includes a user information browsing restriction unit 1103. Other blocks are the same as those in the first embodiment.

  The “user information browsing restriction unit” “restricts browsing by the operator terminal device for predetermined information among the user information held in the user information group holding unit”.

  Of the user information held in the user information group holding unit, information that is not necessarily required for the operator's business can be limited to “predetermined information” to limit the browsing of the operator. For example, the callback service system of the present invention does not need to disclose the telephone number to the operator because the server apparatus automatically establishes a call between the service user and the operator for the callback request selected by the operator. If the telephone number is “predetermined information”, the telephone number can be prevented from being leaked to the outside by the operator.

  The hardware configurations of the user terminal device, the server device, and the operator terminal device in the fourth embodiment are the same as those in the first embodiment.

  In the callback service system according to the fourth embodiment, reading of information predetermined in response to a request for reading user information made from an operator terminal device is prohibited. By providing only the information necessary for carrying out the call center business to the operator, it is possible to suppress the operator from taking out information illegally.

  The fifth aspect of the present invention will be described below with reference to Example 5. In addition, the invention according to claim 5 includes both those having the invention according to claim 1 at the top and those having the invention according to claim 2 at the top. Example 5 relates to the former, Examples regarding the latter are omitted.

  A fifth invention is a callback service system according to the first invention or the second invention, and further allows a callback service to select one service from a plurality of services and make a callback request. System.

  A callback service system according to a fifth aspect of the present invention is the callback service system according to the first or second aspect, wherein the user terminal device has a service ID specifying unit, and the server device is a service ID. It has a holding part. The callback information transmitted by the callback request transmission unit of the user terminal device further includes a service ID.

  FIG. 12 is a functional block diagram of the callback service system according to the fifth embodiment. The user terminal device 1202 of the callback service system 1201 according to the twelfth embodiment further includes a service ID specifying unit 1204. The server device 1203 has a service ID holding unit 1205. Other blocks are the same as those of the callback service system of the first embodiment.

  The “service ID holding unit” “holds one or a plurality of service IDs that represent available service categories.”

  “Service ID” refers to an identifier assigned to a service according to the service classification by the service provider. For example, the service user's requirements are classified such as product purchase, product inquiry, product complaint, and other inquiries, and a service ID is assigned to each.

  The “service ID acquisition unit” “acquires available service IDs from the service ID holding unit of the server device, presents the list to the service user, and causes the service user to select one from the list. The service ID is specified by “.” “The list” is not necessarily limited to the literal list form. For example, when a plurality of services are provided separately on a plurality of pages on a home page, the plurality of pages become “the list”.

  The callback request transmitted by the “callback request transmission unit” includes a service ID in addition to the user ID. Accordingly, the callback request received and held by the server apparatus also includes the service ID.

  The processing distribution unit prioritizes callback requests using the service ID as one of the predetermined conditions. For example, prioritize callback requests for each service ID category.

  The flow of processing in the fifth embodiment is not significantly different from that in the first embodiment described with reference to FIGS. 3 and 4, and only the addition of the above-described description will not be repeated.

  The hardware configurations of the user terminal device, the server device, and the operator terminal device in the fifth embodiment are the same as those in the first embodiment.

  The fifth aspect of the invention has effects such as improving the quality of service provision and improving the efficiency of call center operations by allowing service users to select service categories.

  The sixth aspect of the present invention will be described below with reference to Example 6. The invention according to claim 6 has the invention according to claim 5 as a superordinate invention, and the invention according to claim 5 has a superordinate of the invention according to claim 1 and the invention according to claim 2. Includes both In other words, the invention according to claim 6 includes both those having the invention according to claim 1 at the top and those having the invention according to claim 2 at the top. Example 6 relates to the former, and an example related to the latter is omitted.

  The sixth invention is the callback service system according to the fifth invention, and further, the service is provided when the user ID is not in the database because the service user has not registered for the use of the service. A callback service system that can inform a service user of the telephone number associated with the service number and have the service user call the service operator.

  A callback service system according to a sixth invention is the callback service system according to the fifth invention, wherein the service ID holding unit of the server device further holds a service-specific telephone number, and the server device transmits a service-specific telephone number. The user terminal device further includes a service-specific telephone number reception display unit.

  FIG. 13 is a functional block diagram of the callback service system according to the sixth embodiment. The server device 1303 of the callback service system 1301 according to the sixth embodiment further includes a service-specific telephone number transmission unit 1305, and the user terminal device 1302 further includes a service-specific telephone number reception display unit 1306. Other blocks are the same as those of the callback service system 1201 of the fifth embodiment. However, the server apparatus 1303 of the callback service system 1301 of the sixth embodiment has a service ID holding unit 1304 that holds a service-specific telephone number in place of the service ID holding unit 1205 of the fifth embodiment.

  The “service ID holding unit” “holds a telephone number for making a call from the service user to the operator and further stores a telephone number for each service that is a telephone number associated with the service ID”.

  “The telephone number for making a call from the service user to the operator and associated with the service ID” is, for example, when the service ID relates to complaint processing, This is a telephone number for calling the operator in charge.

  “Service-specific telephone number transmission unit” includes “the user ID included in the callback request received by the callback request reception unit is included in any of the user information held in the user information group holding unit. If not, the service-specific telephone number associated with the service ID included in the callback request is acquired from the service ID holding unit and transmitted to the user terminal device.

  "When the user ID included in the callback request received by the callback request receiver is not included in any of the user information held in the user information group holder" literally, the service user In addition to the case where the user ID entered by does not match any of the user IDs held in the user information group holding unit, the service user has not completed user registration or has already registered This includes cases where the user ID was not entered due to reasons such as having gone but forgetting the user ID.

  “The service-specific telephone number reception display unit” “receives a service-specific telephone number from the service-specific telephone number transmission unit of the server device and displays it on the user terminal device.”

  FIG. 14 is a flowchart illustrating a processing flow when the user ID is not held in the user information group holding unit when the service user makes a callback request in the sixth embodiment.

  First, the user ID acquisition unit of the user terminal device acquires a user ID (step 1401). Next, the service ID acquisition unit acquires service IDs related to services that can be used from the service ID holding unit of the server device, and displays a list on the user terminal device (step 1402). When the service user selects one from the listed service IDs, the service ID acquisition unit identifies the service ID (step 1403). When there is a callback request from the service user, the callback request transmission unit transmits a callback request including the user ID and service ID acquired in steps 1401 and 1403 to the server device (step 1404).

  The callback request receiving unit of the server apparatus receives the callback request transmitted in step 1404 (step 1405). The service-specific telephone number transmission unit determines whether the user ID included in the callback request matches any of the user IDs held in the user information group holding unit (step 1406). If it matches any one, the process proceeds to step 0404 in FIG. Since the processing after step 0404 is repeated, description thereof is omitted.

  If none of them match, the process proceeds as follows (step 1407). The service-specific telephone number transmission unit acquires the service-specific telephone number associated with the service ID included in the callback request from the service ID holding unit and transmits it to the reasoner terminal device (step 1408). The service-specific telephone number reception display unit displays the service-specific telephone number received from the server device on the user terminal (step 1409).

  The hardware configurations of the user terminal device, the server device, and the operator terminal device in the sixth embodiment are the same as those in the first embodiment.

  The callback service system according to the sixth aspect of the present invention prevents loss of business opportunities by having a telephone number be shown when a service user is not registered.

  Although not included in the scope of the claims, the following method is also conceivable for processing when the service user does not register as a user. The service user performs temporary registration by entering a telephone number on the screen of a personal computer or the like. The tentatively registered telephone number is transmitted to a server device provided at the call center. Next, the service user calls the registration confirmation phone number displayed on the screen of a personal computer or the like within a specified time. This registration is performed when the telephone number notified by the telephone call made by the service user matches the temporarily registered telephone number. If there is no telephone call within the specified time, the temporary registration is deleted. Phone calls are limited to phone numbers. This registration is not available for calls without a number. If information other than the phone number is required, a callback is made after this registration.

  The seventh aspect of the present invention will be described below with reference to Example 7. It should be noted that the invention described in claim 7 includes both those having the invention of claim 1 at the top and those having the invention of claim 2 at the top, but Example 7 relates to the former, Examples regarding the latter are omitted.

  The seventh invention is the callback service system according to the first invention or the second invention, and further, since there is no empty operator even when the estimated callback time last communicated to the service user is reached, The present invention relates to a callback service system that can automatically notify a service user of the latest estimated callback time when the service cannot be provided by callback.

  A seventh invention is the callback service system in the first invention or the second invention, and further includes an automatic notification estimation unit for callback estimated time.

  FIG. 15 is a functional block diagram of the callback service system according to the seventh embodiment. The server apparatus 1502 constituting the callback service system 1501 of the seventh embodiment includes a callback estimated time automatic notification unit 1503. The other blocks are the same as those of the callback service system 0201 according to the first embodiment, and thus description thereof will not be repeated.

  The automatic estimated callback time notification unit indicates that the latest estimated callback time calculated by the estimated callback time calculator when the processing status is unprocessed at the last estimated callback time transmitted to the user terminal device. And the latest estimated callback time is recorded in the callback request storage unit. "

  The reason for automatically notifying “when the processing status is unprocessed at the estimated callback time last transmitted to the user terminal device” is that the service user expects that there is a callback at that time.

  The "estimated callback time" is not the "estimated callback time last responded to the service user", but the callback estimated time was recalculated at that time using the estimated callback time calculator. The latest estimated callback time.

  As a method of “notifying the latest estimated callback time” to the service user, a telephone mail is sent to an e-mail address previously held in the user information group holding unit, or a telephone is notified by an automatic voice response device. A method of popping up a message box for notification on the screen of a personal computer or the like can be considered. An “automatic voice response device” refers to a device that performs computer input / output and dialogue mainly by telephone response and voice. For input of information, dial operation (DTMF recognition) or voice recognition is often used, and for output, prerecorded voices are combined or synthesized voice is used.

  The flow of processing when the service user inquires about the estimated callback time in the seventh embodiment is the same as that in the first embodiment, and has already been described with reference to FIG. Further, the processing flow when the service user inquires about the estimated callback time in the seventh embodiment is the same as that in the first embodiment, and this has already been described with reference to FIG.

  FIG. 16 is a flowchart showing the flow of processing when the latest callback estimated time is notified to the service user by automatic voice in the seventh embodiment. The callback estimated time automatic notification unit first extracts an unprocessed callback request that has already arrived at the estimated callback response time from the callback requests held in the callback request accumulation unit (step 1601). . Next, the callback estimated time automatic notification unit causes the callback estimated time calculation unit to recalculate the callback estimated time of the callback request extracted in step 1601 (step 1602). Next, the callback estimated time automatic notification unit obtains the telephone number associated with the user ID related to the callback request extracted in step 1601 from the user information group holding unit (step 1603). Then, the callback estimated time automatic notification unit calls the telephone number acquired in step 1603 to establish the call (step 1604). Further, the call back estimated time automatic notification unit notifies the service user of the call back estimated time recalculated in step 1602 using the automatic voice response device in the call established in step 1604 (step 1605). Finally, the estimated callback time automatic notification unit records the estimated callback time recalculated in step 1602 in the callback request accumulation unit (step 1606). In the case of notifying by automatic voice but e-mail, “phone number” in step 1603 is read as “e-mail address”, and steps 1604 and 1605 are read as “notifying the estimated callback time by e-mail”. When notifying by a pop-up message instead of automatic voice, steps 1603 to 1605 are read as “notify the estimated callback time by a pop-up message”.

  The hardware configurations of the user terminal device, the server device, and the operator terminal device in the seventh embodiment are the same as those in the first embodiment.

  When a service user requests a callback from an operator and is notified of the expected callback time, the service user's dissatisfaction when there is no telephone call at that time is very large. The seventh aspect of the invention greatly increases the dissatisfaction of the service user by automatically transmitting the latest estimated callback time when the operator cannot call back because there is no vacant operator before the time expected by the service user. Has a soothing effect. If you apologize for having to wait for the latest estimated callback time, it will be even more effective.

0101 Callback service system 0102 User terminal device 0103 Server device 0104 Operator terminal device 0105 Service user telephone terminal device 0106 Operator telephone terminal device 0107 Communication network 0108 Communication network 0109 Communication network 0110 Communication control device 0201 Callback service system 0202 User terminal device 0203 Server device 0204 Operator terminal device 0205 User ID acquisition unit 0206 Callback request transmission unit 0207 Inquiry transmission unit 0208 Response reception unit 0209 User information group storage unit 0210 Callback request reception unit 0211 Processing status acquisition unit 0212 Callback estimated time calculation unit 0213 Callback request accumulation unit 0215 Processing distribution unit 0216 Query reception unit 0217 Send response Communication unit 0218 Line connection unit 0219 Callback request browsing unit 0220 Callback instruction unit 0221 Processing status input unit 0222 Communication control device 0223 Service user telephone terminal device 0224 Operator telephone terminal device 0301 CPU
0302 External storage device 0303 Memory 0304 Communication interface 0305 System bus 0306 Communication line 0601 Callback service system 0602 User terminal device 0603 Server device 0604 Processing status acquisition unit 0605 Line connection unit 0801 Callback service system 0802 User terminal device 0803 server Device 0804 Cancellation designation time transmission unit 0805 Cancellation designation time reception unit 0806 Cancellation designation time control unit 1101 Callback service system 1102 Server device 1103 User information browsing restriction unit 1201 Callback service system 1202 User terminal device 1203 Server device 1204 Service ID Identification unit 1205 Service ID holding unit 1206 Callback request transmission unit 1301 Callback service system 130 User terminal device 1303 server apparatus 1304 the service ID storage unit 1305 by service telephone number transmission unit 1306 by service telephone number receiving display unit 1501 callback service system 1502 server device 1503 callback estimated time automatic notification unit

Claims (7)

A user terminal device from which a service user requests a callback to the call center; and
An operator terminal device used by an operator provided in the call center;
A callback service system comprising a server device connected to the user terminal device and the operator terminal device via a communication line,
The user terminal device
A user ID acquisition unit for acquiring a user ID;
A callback request transmitter for transmitting a callback request to the server device, the information including at least the acquired user ID and requesting a callback;
An inquiry transmission unit that transmits an inquiry of a callback estimated time estimated that an operator can call back the callback request to the server device;
A response receiving unit that receives a response from the server device to the transmitted inquiry,
The server device
A user information group holding unit for holding user information including a user ID or / and a telephone number of a service user;
A callback request receiving unit for receiving a callback request from the user terminal device;
A processing status acquisition unit that acquires processing status, which is information related to a processing status of a callback request by an operator, from the operator terminal device;
A callback estimated time calculator for calculating the estimated callback time;
A callback request storage unit for storing the received callback request in association with the processing status and the estimated callback time;
A processing distribution unit that prioritizes callback requests held in the callback request storage unit according to a predetermined condition;
An inquiry receiving unit for receiving an inquiry transmitted from the user terminal device;
A response transmitter that obtains a callback estimated time for a received callback request or received inquiry from a callback estimated time calculator and transmits it to the user terminal device; and
When a callback instruction is received from the operator terminal device, the telephone number associated with the user ID included in the callback request is acquired from the user information group holding unit, and the telephone identified by the telephone number A line connection unit for establishing a call between the terminal device and the telephone terminal device associated with the operator terminal device,
The operator terminal device is
All or part of user information associated with the user ID included in the callback request is acquired from the server device, and determined by the processing distribution unit while associating the acquired user information with the callback request. A callback request browsing section for displaying a list in accordance with the given priority,
A callback instruction unit for an operator to instruct a callback to the server device;
A processing status input unit for inputting processing status in association with a callback request;
Callback service system having. A user terminal device from which a service user requests a callback to the call center; and
A callback service system comprising a server device connected to a user terminal device via a communication line,
The user terminal device
A user ID acquisition unit for acquiring a user ID;
A callback request transmitter for transmitting a callback request to the server device, the information including at least the acquired user ID and requesting a callback;
An inquiry transmission unit that transmits an inquiry of a callback estimated time estimated that an operator can call back the callback request to the server device;
A response receiving unit that receives a response from the server device to the transmitted inquiry,
The server device
A user information group holding unit for holding user information including a user ID or / and a telephone number of a service user;
A callback request receiving unit for receiving a callback request from the user terminal device;
A processing status acquisition unit that acquires a processing status that is information related to a processing status of a callback request by an operator;
A callback estimated time calculator for calculating the estimated callback time;
A callback request storage unit for storing the received callback request in association with the processing status and the estimated callback time;
A processing distribution unit that prioritizes callback requests held in the callback request storage unit according to a predetermined condition;
An inquiry receiving unit for receiving an inquiry transmitted from the user terminal device;
A response transmitter that obtains a callback estimated time for a received callback request or received inquiry from a callback estimated time calculator and transmits it to the user terminal device; and
According to the priority ranking in the processing distribution unit, the telephone number associated with the user ID included in the callback request is acquired from the user information group holding unit, and the telephone terminal device specified by the telephone number And a line connection unit for establishing and monitoring a call between a telephone terminal device used by an operator and a call terminal service system The callback service system according to claim 1 or 2, wherein
The user terminal device further receives a callback cancel request, which is a request for canceling the callback request by the service user, or transmits a callback designation time for designating a time at which the service user receives the callback to the server device. Has a cancel specified time transmitter
The server device further includes:
A cancellation specified time receiving unit for receiving a callback cancellation request or callback specified time transmitted by the cancellation specified time transmitting unit;
When the cancellation specified time receiving unit receives a callback cancellation request, the callback request related to the callback cancellation request is deleted from the callback request accumulation unit, and the cancellation specified time receiving unit receives the callback specified time. A callback service system comprising: a cancellation specified time control unit that sometimes stores a callback specified time in the callback request storage unit in association with a callback request associated therewith. The callback service system according to claim 1,
The said server apparatus is a callback service system which has a user information browsing restriction | limiting part which restrict | limits the browsing by an operator terminal device about predetermined information among the user information hold | maintained at the user information group holding | maintenance part further. The callback service system according to claim 1 or 2, wherein
The server device has a service ID holding unit that holds one or a plurality of service IDs representing available service categories,
The user terminal device obtains a service ID that can be used from the service ID holding unit of the server device, presents the list to the service user, and causes the service user to select one from the list. It has a service ID identification part that identifies the service ID,
The callback service system, wherein the callback request transmission unit of the user terminal device further includes a service ID specified by the callback request to be transmitted. The callback service system according to claim 5,
The service ID holding unit of the server device is a phone number for making a call from the service user to the operator, and further holds a service-specific phone number that is a phone number associated with the service ID,
The server device, when the user ID included in the callback request received by the callback request receiving unit is not included in any of the user information held in the user information group holding unit A service-specific telephone number transmitting unit that acquires the service-specific telephone number associated with the service ID included in the back request from the service ID holding unit and transmits it to the user terminal device;
The user terminal device includes a service-specific telephone number reception display unit that receives a service-specific telephone number from the service-specific telephone number transmission unit of the server device and displays the service-specific telephone number on the user terminal device. Back service system. The callback service system according to claim 1 or 2, wherein
When the processing status is unprocessed at the estimated callback time last transmitted to the user terminal device, the server device notifies the latest estimated callback time calculated by the estimated callback time calculation unit, and A callback service system comprising a callback estimated time automatic notification unit for recording the latest estimated callback time in the callback request storage unit.

Images