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WO2014068745A1 - Système de gestion basé sur des messages - Google Patents

Système de gestion basé sur des messages Download PDF

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Publication number
WO2014068745A1
WO2014068745A1 PCT/JP2012/078303 JP2012078303W WO2014068745A1 WO 2014068745 A1 WO2014068745 A1 WO 2014068745A1 JP 2012078303 W JP2012078303 W JP 2012078303W WO 2014068745 A1 WO2014068745 A1 WO 2014068745A1
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WO
WIPO (PCT)
Prior art keywords
message
message information
screen
ticket
mail
Prior art date
Application number
PCT/JP2012/078303
Other languages
English (en)
Japanese (ja)
Inventor
孝宏 米川
Original Assignee
Ａｏｓテクノロジーズ株式会社
Ｈｕｂネットワークス株式会社
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ａｏｓテクノロジーズ株式会社, Ｈｕｂネットワークス株式会社 filed Critical Ａｏｓテクノロジーズ株式会社
Priority to PCT/JP2012/078303 priority Critical patent/WO2014068745A1/fr
Priority to JP2014544159A priority patent/JP5960277B2/ja
Publication of WO2014068745A1 publication Critical patent/WO2014068745A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/06—Message adaptation to terminal or network requirements
    • H04L51/066—Format adaptation, e.g. format conversion or compression

Definitions

  • the present invention relates to a message central management system that centrally manages message information by mail or chat.
  • JP 2010-193235 A (paragraphs 0030 to 0033, FIG. 3)
  • Patent Document 1 only pseudo chat service is provided using mail software and management on the terminal side is simple, but a large amount of various mails are received. In addition, there is a limit to assigning the corresponding person in charge and promptly responding appropriately, and it is difficult to centrally manage message information.
  • the present invention has been made paying attention to such problems, and an object of the present invention is to provide a unified message management system capable of appropriately responding to a plurality of types of message information.
  • the message central management system of the present invention provides: Storage means for storing at least a plurality of types of message information having different display forms; Conversion means for converting the format of the message information stored in the storage means; Analyzing the content of the message information converted by the conversion means, and generating the next response process for the message information; Output means for outputting the next response process by the analyzing means; It is characterized by having.
  • the storage unit stores a plurality of types of message information with different display forms such as mail and chat
  • the conversion unit converts the format of the message information stored in the storage unit
  • the analysis unit includes: The content of the message information converted by the conversion means is analyzed, a next response process for the message information is generated, and the output means can output the next response process by the analysis means.
  • next response process for example, when a question message is received, a person in charge corresponding to the content is selected and a message is sent to the person in charge, or the message information of the received mail is And outputting a chat message to a corresponding destination.
  • the output means can convert the output to the corresponding type format when outputting the next response process by the analysis means.
  • the message central management system of the present invention is:
  • the analyzing means creates message information of a type different from the analyzed message information when generating the next response process.
  • the analysis unit can create message information of a different type from the analyzed message information when generating the next response process. For example, for the message information of the received mail, A chat message can be output to a corresponding destination or person in charge.
  • the message central management system of the present invention is:
  • the analysis means selects, as the next response process, one of a predetermined person in charge based on the content of the message information, and creates message information addressed to the selected person in charge. It is said.
  • the analysis means selects one of the predetermined persons in charge based on the content of the message information, and creates message information addressed to the selected person in charge. For example, when a question message is received, a person in charge corresponding to the content is selected, and the message can be transmitted so as to correspond to the person in charge.
  • the message central management system of the present invention is:
  • the analysis means analyzes the content of the message information every predetermined time when new message information is not transmitted / received with respect to the message information, and generates a next response process for the message information. .
  • the analysis unit analyzes the content of the message information every predetermined time and generates a next response process for the message information. So, for example, if a response message corresponding to the question message is not sent even after a predetermined time has elapsed after receiving the question message, an alert message that sends a response message is output, Furthermore, if the response is not completed, a warning message can be output to a different person in charge.
  • the message central management system of the present invention is: The analysis unit is characterized in that when generating the next response process, the analysis unit performs the analysis based on at least one of the contents of a plurality of message information and the transmission / reception date and time of the message information. According to this feature, when generating the next response process, the analysis unit performs the analysis based on at least one of the contents of a plurality of message information and the transmission / reception date / time of the message information. And the number of chats, response timing (time for which the customer waits), etc. are analyzed, and if a certain threshold value is exceeded, a warning message can be output.
  • FIG. 1 is a schematic diagram of a message central management system in Embodiment 1.
  • FIG. 6 is a diagram illustrating a display screen example 1 in Embodiment 1.
  • FIG. 6 is a diagram illustrating a display screen example 2 in Embodiment 1.
  • FIG. 6 is a diagram illustrating a display screen example 3 in Embodiment 1.
  • FIG. 6 is a diagram illustrating a display screen example 4 in Embodiment 1.
  • FIG. 10 is a diagram illustrating a display screen example 5 in Embodiment 1.
  • FIG. It is a schematic diagram of the process part of the message centralized management system in Example 1.
  • FIG. FIG. 3 is a schematic diagram of a message analysis engine module according to the first embodiment. It is a schematic diagram of the message centralized management system in Example 2.
  • FIG. 1 shows a schematic diagram of a system in the message centralized management system according to the first embodiment.
  • 2 to 6 show screen display examples of the message central management system in the first embodiment.
  • 7 and 8 show schematic diagrams of the processing unit and the message analysis engine module.
  • the message centralized management system in this embodiment is configured as shown in the schematic diagram of FIG. 1, and centrally manages message information managed by different applications and displays it on the client PC 4 as shown in FIG. To be able to.
  • the message central management system includes at least a mail central management server 1 that centrally manages a plurality of types of message information having different display forms such as mail and chat.
  • the mail central management server 1 includes at least mail and chat.
  • the icon key Comprising at least a message information display means in association displays in the message information and mail and chat (generator for generating display information such as HTML code) that have word.
  • the central mail management server 1 analyzes the message format conversion module of the conversion means for converting the format of the message information stored in the database memory, and the contents of the message information converted by the message format conversion module, and the message information
  • the message analysis engine module of the analysis means for generating the next response process for the message and the message generation module of the output means for outputting the next response process generated by the message analysis engine module can be provided.
  • the central mail management server 1 transmits message information by mail received via the other mail servers 6 and 7 to the client PC 4 and the smartphone 5 and also receives message information by chat managed by the chat management server 2. Then, in order to display message information by mail and chat, display information such as an HTML code is generated by the generation unit and transmitted.
  • the client PC 4 and the smartphone 5 can send and receive mails via the mail servers 6 and 7 and the mail central management server 1 with the other client PCs 4, smartphones 5, client PCs 8, and smartphones 9 as in the past. Further, message information by chat can be transmitted / received to / from other client PCs 4 and smartphones 5 via the chat management server 2, and further to other client PCs 4 and smartphones 5 via the video / voice call server 3. It is possible to send and receive message information by video and voice.
  • the central mail management server 1 receives the message information by the video / voice call managed by the video / voice call server 3, and displays and outputs the message information by the mail, chat, video / voice call by the client. Display information such as an HTML code is generated and transmitted to the PC 4 and the smartphone 5 by the generation unit.
  • the message centralized management system in this embodiment can display a screen as shown in FIG. 2 for each client user on the screen of the client PC 4.
  • the screen example shown in FIG. 2 shows a screen example when the browser of the client PC 4 accesses the server 1 of the central mail management system.
  • the right dashboard screen 41A is displayed.
  • the dashboard screen 41A is a screen for displaying a summary as a list, displaying one rectangular area in the screen as an icon 31A and displaying a keyword in the icon 31A, thereby displaying an icon for each keyword. Classification.
  • the area of the rectangular area of the icon 31A is determined and displayed so as to reflect the result of evaluation processing of message information processed based on the number of days elapsed from the date of message transmission / reception, the number of messages, etc. Has been. For example, for message information whose message information transmission / reception date is today, the evaluation value can be made higher, and the evaluation value can be made lower as it gets older, and the number of extracted message information As the number increases, the evaluation value increases, and as the number decreases, the evaluation value decreases.
  • the display color, display position, and the like can be determined based on the evaluation value of the message information.
  • the evaluation value is increased, and the icon display (the status) is increased as the display area and character size increase as the evaluation value increases.
  • Change the display color such as background color and text color for each time, add shading according to the evaluation value, blink it, or display the display position in a prominent position according to the evaluation value. It can be displayed as an icon reflecting the evaluation value.
  • the background color is changed for each rectangular area of the icon in accordance with the keyword attribute, and the latest information is displayed in a brighter color and the older information is displayed in a darker color.
  • the latest chat message is updated and displayed on the right side of the dashboard screen 41A shown in FIG.
  • the dashboard screen 41A can be updated based on the evaluation of the message information at every predetermined update time. Further, when message information including the keyword of the displayed icon is received, this message information may be displayed in the icon or in the vicinity thereof in association with the icon. When any icon is selected, the screen transitions to the message display screens 43A and 44A (see FIG. 3 and FIG. 4) as shown in the lower left display example in FIG. 2, and has the keyword of the icon. Message information can be displayed in association with each email or chat.
  • FIG. 3 shows a display example of the message display screen 43A when the message information of the mail having the keyword “total reception” of the icon 31A is displayed when the icon 31A shown in FIG. 2 is selected.
  • the screen layout is roughly divided into three parts: the upper part of the screen, the left side area of the screen and the right side area of the screen.
  • a category having a keyword other than “General Reception” can be selected and switched to a category having another keyword. Can do. Switching between categories having other keywords can also be made by selecting another icon of the dashboard screen 41A shown in FIG. Further, in the upper middle part of FIG. 3, the name and mail address of the user who has logged into this system are displayed.
  • the + sign button on the right side of the screen in FIG. 3 transitions to a new creation screen for sending a new mail.
  • the balloon mark button 33A in FIG. 3 can be moved to a chat room for in-company / intra-organization communication using a chat message related to the keyword. With this balloon mark button 33A, mail and chat can be displayed in association with each other. As shown in FIG. 3, when the balloon is colored and a number is displayed, it indicates that there are as many unread messages as there are numbers (24).
  • the trash can mark button is pressed to delete an open message.
  • Screen left area A list of message information is displayed in the left pane of the screen.
  • the message information includes messages sent and received, and a series of email messages and chat messages that have been updated as a history within the company, and are further classified and displayed based on the keyword of the message information. is doing.
  • the subdivided categories are hereinafter referred to as tickets, and a plurality of message information can be displayed in association with each ticket as a history.
  • a message classified by the keyword “general reception” is further subdivided using the subject as a keyword, and the category after subclassification is set as a ticket.
  • the case where the ticket 32A is selected is shown. Show. A person in charge can be assigned for each ticket.
  • the list of tickets is normally displayed in descending order of update date and time (upper is latest, lower is older), but a combo box may be provided at the top of the left pane of the screen to rearrange the tickets.
  • the minimum unit of the ticket list is one message information, and a horizontally long rectangular area is displayed as a ticket.
  • Ticket 32A is (1st line) ⁇ ⁇ Status ⁇ Email subject ⁇ Chat icon (2nd line) Attachment file icon ⁇ Start of body text ⁇ Maximum value of the ticket history (3rd line) ⁇ Sender name or email address ⁇ Mail The transmission time or reception time is displayed.
  • “ ⁇ ” on the first line is a check box for multiple selection, and is changed to a key icon when the message information is locked (edited by another person).
  • “Status” is “Open” indicating that the message information is open to the outside of the company, “Closed” indicating that the message information is internal only, “New” indicating that the message is a new message, reply The status information is predetermined status information such as “Reply confirming” indicating that the message is being confirmed and “New inquiry” indicating that the message is a new inquiry.
  • “Mail subject” displays the subject of the message information, and “chat icon” is displayed when there is an unread chat message.
  • the first part of the text consisting of only a few to several tens of characters is displayed in the “beginning of the text” on the second line. If the text continues, “...” is added at the end.
  • the “maximum value of the history of the ticket” indicates the history number of message information such as a reply to the ticket.
  • the sender name or e-mail address and the e-mail transmission time or reception time are displayed.
  • the “key icon” on the first line is displayed when the message information is being edited, the above-described predetermined status information is displayed in “status”, and “total reception” is displayed in the ticket number. And the identification number of the ticket added serially in the order classified by the keyword of the subject is displayed. On the second line, “Subject” is displayed in large characters.
  • the “person in charge” on the third line the name of the person in charge assigned to the message or keyword is displayed. For example, when the number increases, an expandable icon is displayed with the notation “other name”, and when expanded, all the persons in charge may view it.
  • the “attached file name” when an attached file exists, the attached file name is displayed, and when clicked, the attached file can be opened in another window.
  • the fourth line is separated by a horizontal line, and a plurality of history messages are displayed below it.
  • the history message can be scrolled up and down with a scroll bar on the right side of the screen.
  • As a history message (First line) history number, status of this history, update date of this history (second line) subject of this history (third line) sender of this history (fourth line) destination of this history (line 5) The text of this history is displayed.
  • the balloon mark button 33A shown in FIG. 3 When the balloon mark button 33A shown in FIG. 3 is selected, a transition is made to the message display screen 44A shown in FIG. 4, in addition to the display shown in FIG. 3, a rectangular area for chat is displayed on the right side of the screen, and at the same time, the width of the ticket list area on the left side of the screen is reduced, resulting in a compact display.
  • the character string of the status is not displayed, but only a small rectangular area is colored, and a “perspective” is given as a screen with low attention.
  • the chat area On the right side of the screen in FIG. 4, the chat area includes a chat area 34A (upper right area in the figure) associated with one ticket, and a chat area 35A (lower right area in the figure) common to the keyword “general reception”.
  • the chat area associated with the ticket is displayed only for one ticket at a time, and the previously displayed area is replaced with a chat message of a new ticket. That is, the ticket detail display screen at the left and right center of the screen and the chat display area associated therewith are switched as a unit, and the mail message and the chat message are associated with each other.
  • the display layout in the chat area associated with the ticket is displayed as a speech from the right side in the area to the left side in a form close to the right in the area.
  • the remarks of the person in charge other than yourself or the non-person in charge are displayed as a balloon from the left side of the screen to the right side along the left side of the area.
  • the icon image of the speaking user is displayed as a square area on the left side, which is the starting point of the balloon.
  • the date and time of speech and the user name are displayed immediately below these balloons.
  • the format of the utterance date and time is the format of “hh: mm” for today's utterance, and the format of “Yesterday hh: mm” for yesterday. Otherwise, use the format “YYYY / MM / DD DOW hh: mm” (DOW is the day of the week). In the case of other languages, the corresponding display is used.
  • the display of the chat history is the latest information as it goes to the bottom of the screen, and the chat history is sequentially displayed on the screen so that a certain number of messages can be referred to by a scroll bar.
  • the background color of the chat history area is the same as or similar to the color of the ticket status, and the status of the ticket can be distinguished even by the background color. It is made visible on the client PC 4 and the smartphone 5, and assists so that recognition among the parties concerned is common.
  • a text box area for speaking and buttons on the left and right are arranged in the lower part of the chat area 34A.
  • the upper left of the box is an image upload button, and the lower left of the box is a button for uploading an arbitrary attached file other than an image.
  • the image upload button is a function for displaying thumbnails in the chat history display and clicking on them to make full-size images available.
  • Attached file is a function that uploads a file and clicks it to download it for use.
  • the thumbnail display is an image prepared in advance corresponding to the file type.
  • the button on the right side of the box is a button for transmitting the contents of the text box.
  • the chat room associated with the “general reception” category is displayed basically in the same manner as the chat room associated with the ticket.
  • the rule of classification can be defined beforehand.
  • the display on the dashboard screen may be displayed for each ticket.
  • FIGS. 5 and 6 show screen examples when the smartphone 1 accesses the server 1 of the central mail management system.
  • the same display contents are shown for the same display as the display example of the client PC 4 described above.
  • A is added like 41A to 44A
  • B is shown like 41B to 44B, and the corresponding display is shown. The same number is used for.
  • FIG. 5A is a dashboard screen 41B displayed after logging in to the server 1 of the central mail management system, which is the same screen as the dashboard screen 41A of the client PC 4, and displays a summary as a list.
  • One rectangular area is displayed as an icon, and a keyword is displayed in the icon, whereby the icon is classified for each keyword and displayed as an icon reflecting the evaluation of the message information.
  • FIG. 5B shows a ticket on the smartphone 5 when displaying message information of an email having the keyword “general reception” category of the icon 31B when the icon 31B shown in FIG. 5A is selected.
  • a list screen 43B is shown.
  • the keyword “overall reception” is displayed in the upper center of the screen, and a ticket list of the “overall reception” of the keyword is displayed as a list.
  • the category icon on the upper left of the screen is an icon for shifting to the dashboard screen 41B (screen shown in FIG. 5A), and when clicked, the dashboard screen 41B (screen shown in FIG. 5A) is displayed. Is done.
  • the balloon mark button 33B on the upper right of the screen is a button for transition to the chat room screen 44B (the screen shown in FIG.
  • the ticket list screen has a vertically long thin rectangular area 52 at the left end of each ticket, and is filled with a color determined according to the status described above. With the color of the rectangular area 52, it is possible to grasp at a glance what status each ticket is in.
  • tickets are displayed so that they are arranged in the order of the last update date of the mail or chat, and are arranged so that the upper part is the latest and the lower part is the past information.
  • ticket 32B is from the top (first line) sender name or sender's e-mail address / update date ("hh: mm" on the day, "hh: mm” on the previous day, otherwise "YYYY / MM / DD DOW / hh: mm ”) (2nd line)
  • Subject Subject
  • a menu “search / category / update / new creation / setting” icon 51 as shown in the lower part of the screen shown in FIG. 5C is displayed.
  • Various functions can be executed from this screen.
  • the “search” icon 55 is selected, the full text search of the subject and body of the ticket can be performed.
  • a character input screen 56 as shown in FIG. 6A is displayed, and the text search can be performed.
  • the corresponding ticket is displayed as in the screen example shown in FIG.
  • a “category” icon 56 is an icon for shifting to the dashboard screen 41B (the screen shown in FIG. 5A).
  • the “update” icon 57 is an instruction icon for updating the ticket list screen to the latest state.
  • the new creation icon 58 is an instruction icon for creating a new mail text.
  • a mail text input screen 60 as shown in FIG. 6B is displayed.
  • the “setting” icon 59 is instructed when various settings are performed, and when selected, transitions to a setting screen.
  • FIG. 5 (b) when one or more ticket check boxes 53 are selected, a check mark is displayed in the check box as shown in FIG. 5 (c).
  • the displayed [Trash] button is pressed, the checked ticket is moved to the Trash, and when completed, the ticket on the screen is updated and displayed.
  • the [Status] button If you want to change the status of a ticket, select the check box 53 for one or more tickets and then press the [Status] button. A status list screen will appear, allowing you to select the status after the change. Selecting a status and pressing [OK] changes the status, and upon completion, the status of the ticket is updated to the latest state.
  • the screen changes to the ticket details screen 61 as shown in FIG.
  • a ticket change history is displayed together with various attributes such as a ticket status.
  • a ticket change history is displayed together with various attributes such as a ticket status.
  • a ticket change history is displayed together with various attributes such as a ticket status.
  • Immediately after opening the details screen only the most recent history is displayed.
  • Clicking the [View History] icon at the bottom of the screen expands the previous history below it, as shown in FIG. Is displayed. If there is a previous history, it is possible to refer to the history sequentially by clicking and expanding the [View History] icon.
  • the smartphone menu (context menu)
  • the edit mode is entered, the ticket cannot be changed by other users, and only the own user can edit for a certain period. Become.
  • the ticket details screen 61 shown in FIG. 6C when the new ticket creation menu of the smartphone menu (context menu) is opened, the screen is switched to the ticket creation screen 60 shown in FIG. 6B to create a new ticket. can do. At this time, by specifying a keyword in this ticket, it can be used as a keyword specifying means. In addition, as a new ticket, a new mail text can be created or chat can be started. Further, not only text but also images and attached files can be uploaded from the smartphone 5.
  • balloon mark button 33B as shown in FIG. 5B is instructed at any time during viewing of the ticket details screen 61 shown in FIG. 6C, during reply mail creation in the edit mode, or during creation of a new ticket, A transition is made to the chat room screen 44B (screen shown in FIG. 5D) in the category of “general reception”. Also in the chat room screen 44B, a button for returning to the original screen is displayed on the upper right side of the screen. This makes it possible to carry out external mail creation support work in parallel while communicating via chat in the company, etc., so that a hybrid communication form that combines mail and chat can be taken. ing.
  • chat room screen 44B associated with the ticket shown in FIG. 5D the same chat room as the message display screen 44A shown in FIG. 4 of the browser version of the client PC 4 is provided.
  • the person in charge of the ticket is notified of a new message regardless of whether the client PC 4 or the smartphone 5 is used. Messages can be exchanged and shared.
  • the necessary message can be transmitted to the necessary person.
  • the person in charge is not assigned to the ticket, it is notified to all users of the corresponding category, for example, “general reception”, and it is possible to prevent an event such as a delay in response due to the absence of the person in charge.
  • the summary is collectively displayed on the client PC 4 or the smartphone 5 by the dashboard screen 41, and the keywords are displayed in the icons, thereby classifying the icons for each keyword and evaluating the message information.
  • the icon By displaying the icon as a reflected icon, the message information can be managed by being classified (categorized) according to the keyword.
  • a keyword is displayed as an icon and message information having the keyword of the icon is displayed in association with mail and chat when this icon is selected, multiple types with different display forms such as mail and chat are displayed.
  • Message information can be displayed centrally.
  • FIGS. 7 and 8 show a detailed configuration of the processing unit 11 that performs the evaluation process.
  • FIG. 7 shows the structure of the processing unit 11.
  • the processing unit 11 converts message information output from each system (the chat management server 2, the mail servers 6, 7, the moving image / voice call server 3, etc.) into a general-purpose message, and uses the time-series data as a learning function.
  • the generation unit 15 generates display information such as an HTML code to display the sorted message information on the client PC 4 or the smartphone 5 according to a predetermined rule of an automatic processing system with .
  • the message information is a “message” in a broad sense, and includes history information, operation information, and the like in addition to message information including addresses such as mail and chat.
  • the processing unit 11 includes at least a message format conversion module T12 that converts a message format, a message analysis engine module E13 that analyzes a message, and a general-purpose database DB-X14.
  • the processing unit 11 performs data processing of input / output messages with an external system via the message format conversion module T12. Since the message protocols of the external system are various, the message format conversion module T12 plays a role of protocol conversion inside and outside the processing unit 11 and message format conversion.
  • the message format conversion module T12 converts the message format to the message MSG-IN-2 that is easy to process by the message analysis engine module E13.
  • the message format conversion module T12 is a simple format conversion / protocol conversion module that converts a plurality of types of message information formats with different display forms into a format that can be analyzed, and immediately converts one message input into one message input. Output a message.
  • the message MSG-IN-1 received by the central mail management system M is input as (1), the evaluation process is executed in the processing unit 11, and then the evaluation result and the generated message as (4).
  • the action instruction signal MSG-OUT-1 including information is output, and the generation unit 15 generates the client PC 4 and the smartphone 5 based on the received message MSG-IN-1 and the output action instruction signal MSG-OUT-1.
  • the display is made to correspond to the display operation from.
  • the MSG-IN-1 input in (1) is changed to (2) by the message format conversion module T12 so that it can be analyzed internally from a plurality of formats such as mail or chat. Format converted to the indicated MSG-IN-2 message.
  • the message analysis engine module E13 analysis processing is executed with an algorithm based on a predetermined rule, and the output is sent to the message format conversion module T12 as shown in (3) as MSG-OUT-2.
  • the contents of MSG-OUT-2 describe the analysis result (hereinafter referred to as recommendation) based on the input message.
  • the recommendation MSG-OUT-2 is converted into a corresponding type of format such as mail or chat by the MSG-OUT-2 message format conversion module T12.
  • MSG-OUT-1 An instruction document (processing request document) may be issued, and the instruction document may be directly output to the corresponding server, or display information is generated by the generation unit and output to each server or terminal.
  • the message analysis engine module E13 for example, when a question message is transmitted including a keyword such as “I need your help immediately” as MSG-IN-1 input in (1), a message including this keyword Issue a ticket for this message and subdivide it, issue an instruction to assign a new person in charge, or instruct to raise the evaluation value of the ticket containing this question message Or issue an instruction such as displaying an alert message in the chat window so as to respond immediately.
  • a chat message can be generated and output to the corresponding destination or person in charge for the message information of the received mail.
  • the message analysis engine module E13 includes at least a feature vectorization module F, a vector accumulation database DB-L, an evaluation / discrimination module Q, a message generation module S, and a general-purpose database DB-E.
  • the feature vectorization module F conditions and functions for converting message information into vector data are preset in the DB-F, and the message MSG-IN- passed from the message format conversion module T12 to the message analysis engine module E13. 2 is input as shown in (1), and is converted into vector data according to the conditions and functions set in DB-F and output.
  • This vector data is obtained by quantifying various features of the original message information (MSG-IN-2) as a plurality of feature parameters. For example, various keywords such as e-mail address, subject, and keywords included in the text, the number of e-mail exchanges, the time interval required for e-mail exchange, and human operations with different personalities and behavior patterns during e-mail exchange It can be described as an objective numerical value.
  • the vector data output from the feature vectorization module F is stored in the vector accumulation database DB-L as shown in (2) -1 and simultaneously given as an input value of the evaluation / discrimination module Q.
  • the evaluation / discrimination module Q can use, for example, a well-known support vector machine (SVM), and has a function of projecting an input vector (p dimension) to an output vector (q dimension) based on a predetermined evaluation function e, A function is provided for discriminating the result by a certain rule and outputting an action instruction signal and teacher data corresponding to one or a plurality of message information.
  • the evaluation function e is a function having a learning function, and is learned in advance by teacher data composed of a pair of an input vector and an output vector. Training data learned by a sufficient number is stored in the vector accumulation database DB-L. When an arbitrary input vector is input, an output vector is calculated according to the evaluation function e based on the training data of the vector accumulation database DB-L.
  • the evaluation / discrimination module Q discriminates the calculated output vector according to a predetermined rule, and sends an action instruction signal to the message generation module S as shown in (2) -3 as necessary.
  • the input vector and the output vector are stored in the vector accumulation database DB-L as teacher data.
  • the email address, subject, and text are specified by a predetermined keyword or user such as “General reception”, “Urgent”, “Hurry”, “Urgent”, “Immediately”, “I am in trouble”, “I ’m sorry”
  • a matching process is performed to determine whether the keyword is included, and an instruction is given to sort messages for each keyword, and an instruction is given to increase the evaluation value of the matched keyword.
  • the coefficient of the evaluation value may be made different for each keyword. Since the evaluation process can be performed according to a predetermined update time, for example, the evaluation value may be updated as needed according to the message transmission / reception date. Further, the evaluation / discrimination module Q issues a ticket to a new subject and performs sub-classification, and for the subject for which a ticket has been issued, includes a message with the same subject in the same ticket. Further, when a new ticket is issued, the evaluation / discrimination module Q assigns a person in charge related thereto, and displays a system message on the chat screen of the client PC 4 or smartphone 5 corresponding to the assigned person in charge. Instruct the output of the message as follows.
  • Each instruction in the evaluation / discrimination module Q can be performed by outputting a predetermined action instruction signal. Also, when determining the person in charge, it is best to score according to certain rules based on data such as the number of messages (number of incidents) related to the person in charge, the current GPS location of the person in charge, the working hours, etc. The person in charge can be selected. Further, each message information (also called an incident or the like) to be handled by each person in charge can be displayed in the rectangular area in the above-described dashboard screen based on the evaluation value of each keyword. As described above, the area of the rectangular area, the character size, the character color, the background color, the shading, and the like can be determined based on each evaluation score and a predetermined rule, and can be displayed by the generation unit 15. Thereby, according to importance and priority, a message can be differentiated by a large character, a conspicuous color, a blinking display, and the like.
  • Examples of the input vector of the evaluation function e include a user feature vector (such as a vector quantifying the correspondence of the staff who handled the customer), a keyword data vector based on the mail content (keywords extracted from the mail content) A vector indicating data), a quantification data vector for mail reception (a vector for quantifying time required for mail correspondence, time to answer a customer, etc.), and the like.
  • a user feature vector such as a vector quantifying the correspondence of the staff who handled the customer
  • a keyword data vector based on the mail content keywords extracted from the mail content
  • a vector indicating data A vector indicating data
  • a quantification data vector for mail reception a vector for quantifying time required for mail correspondence, time to answer a customer, etc.
  • output vectors examples include customer feedback evaluation vectors for email response (teaching data for good or improved evaluation), email response quality vector (time required for email response at a predetermined service level, Quantified teacher data such as time to answer the customer), incident response priority vector (teacher data with specific features such as keywords in the text, for example, “emergency”), veteran call center A vector or the like corresponding to the item of advice by the supervisor can be used.
  • customer feedback evaluation vectors for email response (teaching data for good or improved evaluation), email response quality vector (time required for email response at a predetermined service level, Quantified teacher data such as time to answer the customer), incident response priority vector (teacher data with specific features such as keywords in the text, for example, “emergency”), veteran call center A vector or the like corresponding to the item of advice by the supervisor can be used.
  • the evaluation function e is learned, and if there is a sequential input, the input vector and output vector are used as teacher data.
  • the storage database DB-L to learn.
  • teacher data are generated and stored by evaluating these communication histories by experts (may have multiple people or opinions may be different) specialized in improving human communication. I can leave. Accumulated recommendation data can be expected by accumulating teacher data in advance or by accumulating continuously and intermittently even during system use.
  • the message generation module S creates an action message according to the action instruction signal output from the evaluation / discrimination module Q.
  • the generated action message can be described using, for example, DSL (Domain Specific Languages).
  • the message analysis engine module E13 for example, even if a message is input, if it is not meaningful to issue an instruction as a result of the analysis, an output message can be prevented from being issued. Even if no message is input, the message analysis engine module E13 searches past data, and when an appropriate time comes, the message analysis engine module E13 may spontaneously issue a message based on an instruction. For example, a warning message for transmitting a response message is issued when a response message corresponding to the question message is not transmitted even after a predetermined time has elapsed after receiving the question message.
  • An alert message may be issued by the system to display the message “This has not been supported for ⁇ days. Please respond to the customer.”
  • the telephone function of the person in charge (determined according to a predetermined rule such as in order from the latest person in charge in the case of multiple persons) (IP phone or The telephone network of the public line may be instructed to receive an automatic voice message from the system.
  • an instruction may be given to call a message to the supervisor's senior smartphone 5.
  • the message analysis engine module E13 analyzes the number of emails, the number of chats, the corresponding timing (the time that the customer waited), and the system issues a message that alerts the chat screen when a certain threshold is exceeded. It may be. For example, a message such as “We recommend that you reply to this email within ⁇ minutes. Replying email after taking more than ⁇ minutes will result in a claim of severity 1 with a probability of ⁇ %.” Can be output.
  • the message analysis engine module E13 when correction, proofreading, or improvement is necessary based on the vocabulary and sentence examples used in the mail text, the message appears as a comment message on the chat screen before sending the mail. Instead of the system, an avatar (icon) of an expert in the field may appear. Furthermore, an appropriate time may be presented on a chat screen to a person who takes time to create an email.
  • FIG. 9 is a schematic diagram of a system in the message central management system according to the second embodiment.
  • the message sorting server 16 uses a general-purpose message sorting server 16 for messages output from each system (the mail central management server 1, the chat management server 2, the mail servers 6, 7, the video / voice call server 3, etc.).
  • a message centralized management system that converts the data into messages, sorts the time-series data according to the rules of an automatic processing system having a learning function, and feeds back to each original system is provided.
  • the message sorting server 16 has an input / output interface with other systems.
  • the main systems of the other systems include a central mail management server 1, a chat management server 2, an operation / voice call server 3, and other general servers.
  • N can be connected.
  • Specific examples of the server N include a file server, a web service API such as Facebook and Twitter, and the like.
  • the analysis process in the message sorting server 16 is the same as the analysis process in the processing unit 11 described above. As described above, the analysis process may be performed by another server, or may be performed on the terminal side of the client PC 4 or the smartphone 5 if possible.
  • the recommendation message output from the message sorting server 11 is effectively displayed on the client screen through the central mail management server M, so that the priority of the work is changed intelligently and the work efficiency is improved. Can be raised.
  • the database memory stores a plurality of types of message information with different display forms such as mail and chat
  • the message format conversion module stores in the database memory.
  • the message analysis engine module converts the format of the received message information
  • the message analysis engine module analyzes the content of the message information converted by the conversion means, and generates the next response process for the message information.
  • the message generation module The next response process generated by the module can be output. Thereby, for example, even when there are message information by mail and message information by chat as plural types with different display forms, the contents of these message information are analyzed, and the next response process for the message information is generated. By outputting, appropriate response processing can be performed on message information transmitted and received by different servers and applications.
  • next response process for example, when a question message is received, a person in charge corresponding to the content is selected and a message is sent to the person in charge, or the message information of the received mail is And outputting a chat message to a corresponding destination.
  • the message generation module can convert and output a corresponding type of format when outputting the next response process by the message analysis engine module.
  • the message analysis engine module can create message information of a different type from the analyzed message information when generating the next response process.
  • the chat message can be output to the corresponding destination for the message information of the received mail.
  • the message analysis engine module selects and selects one of the predetermined persons in charge as the next response process based on the content of the message information. Since message information addressed to the person in charge can be created, for example, when a question message is received, a person in charge corresponding to the content can be selected, and the message can be transmitted so as to correspond to the person in charge.
  • the message analysis engine module analyzes the content of the message information every predetermined time when new message information is not transmitted / received to / from the message information, and the message Since the next response process for the information can be generated, for example, when a response message corresponding to the question message is not transmitted even after a predetermined time has elapsed after receiving the question message, the response message is transmitted. If the response is still not complete, a warning message can be output to a different person in charge.
  • the message analysis engine module generates the next response process based on at least one of the contents of a plurality of message information and the transmission / reception date / time of the message information. Therefore, for example, the number of emails and the number of chats, the corresponding timing (time for which the customer is kept waiting), and the like are analyzed, and when a certain threshold value is exceeded, a warning message can be output.
  • the message information can be centrally managed and displayed. .
  • a keyword is detected from the content of message information and message information having the same keyword is extracted from a large number of messages, and the message information is classified (categorized) according to the keyword.
  • the message information is classified (categorized) according to the keyword.
  • the message central management system is configured by an apparatus such as the mail central management server 1, but may be realized by software having the above-described functions on a computer.
  • the present embodiment can also be realized by a recording medium storing such a software program.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

L'invention concerne un système de gestion basé sur des messages, qui offre la possibilité de gérer intégralement des informations de message qui sont gérées par des applications distinctes. Un serveur de gestion basé sur courriel (1) est équipé : d'un module de conversion de format de message, qui est un moyen de conversion qui convertit le format des informations de message stockées dans une mémoire de base de données ; d'un module de moteur d'analyse de message, qui est un moyen d'analyse qui analyse le contenu des informations de message dont le format a été converti par le module de conversion de format de message, et qui génère un processus de réponse consécutif relativement à ces informations de message ; et d'un module de génération de messages, qui est un moyen de sortie servant à émettre le processus de réponse consécutif généré par le module de moteur d'analyse de message.
PCT/JP2012/078303 2012-11-01 2012-11-01 Système de gestion basé sur des messages WO2014068745A1 (fr)

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JP2017525063A (ja) * 2014-05-29 2017-08-31 株式会社カカオＫａｋａｏ Ｃｏｒｐ． チャットメッセージをタギングする方法及びデバイス
JP2016071506A (ja) * 2014-09-29 2016-05-09 インターナショナル・ビジネス・マシーンズ・コーポレーションＩｎｔｅｒｎａｔｉｏｎａｌ Ｂｕｓｉｎｅｓｓ Ｍａｃｈｉｎｅｓ Ｃｏｒｐｏｒａｔｉｏｎ 入力文字列に関連付けられた変換候補を表示する方法、その電子装置及びサーバ・コンピュータ、並びに電子装置用プログラム及びサーバ・コンピュータ用プログラム
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JP2023522740A (ja) * 2020-04-30 2023-05-31 北京字節跳動網絡技術有限公司 情報インタラクション方法、装置、デバイス及び媒体
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JP7626477B2 (ja) 2020-04-30 2025-02-04 北京字節跳動網絡技術有限公司 情報インタラクションの方法、装置、サーバー、システム及び記憶媒体

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