JP2001338095A - Help desk system using computer network - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a help desk system using a computer network capable of efficiently operating this whole system by allowing both a questioner and an answerer to validly use the contents of questions and answers in a help desk. SOLUTION: In this help desk system for exchanging questions and answers related with specific merchandise or a service or the like between a questioner and an answerer by using the computer network, the contents of the questions and answers are stored in a data base at the answerer side so as to be reused when the questioner performs keyword retrieval or category retrieval or the like.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a help desk system using a computer network.

[0002]

2. Description of the Related Art Conventionally, for example, there has been a help desk system in which a respondent who is a system user and a questioner who is a customer thereof exchange questions and answers regarding an object such as a specific product or service using a computer network. As is known, in a conventional help desk system, when there is a question from a customer, a system user determines a responding person according to the content each time, and the responding person performs a subsequent response (support) one by one. I have. In addition, there is a case where an answering person is determined in advance before a customer receives a question, and in this case also, the answering person performs the subsequent actions one by one. In either case, the content of the questions and answers exchanged may be documented internally by the system user for the next similar question,
They are used only for reference when respondents create new answers to new questions, and are therefore required to be used even more effectively.

[0003] Further, although partially overlapping with the above, the conventional system has the following problems.

In a conventional help desk, even if a person in charge receives a response to a customer, or if the system automatically receives a response, there is a possibility of an error if the method is actually used. Was undeniable.

[0005] In addition, since the history of inquiries accumulated and accumulated with each support cannot be managed in a form that can be efficiently reused in the form of FAQ or the like, both users and customers can use information efficiently. Did not.

[0006] In the conventional help desk, a user in charge is often assigned to a customer who asks a similar question, and waste has been seen on both the customer side and the user side.

Further, in the conventional help desk, there is no method for quickly confirming the customer satisfaction with the support of each person in charge, and it is difficult for the user to determine a future strategy.

[0008] Further, in the conventional help desk, it is not possible to clearly distinguish whether the content received by the respondent is a question, an opinion, or an aside, and there is a case where an unnecessary difference in recognition is generated between the two.

[0009] Further, in the conventional help desk, while the support by the web bulletin board system can refer to the contents of the inquiry and the correspondence in a time series, it is necessary to refer to the page spontaneously. On the other hand, the e-mail was able to obtain the necessary information for the customer, but instead had to store the past e-mail if the customer wanted to refer to the contents of the exchange in chronological order.

[0010] Further, in the conventional help desk, when it is not clear when a certain inquiry is completed, a problem may occur.

Further, in the conventional help desk, it is not possible for a user-side person to respond to customers more quickly by reusing skills and reception histories of other persons including himself.

[0012] Further, in the conventional help desk, even if the window of the contents of the inquiry is categorized, the category cannot be rearranged or the questions cannot be rearranged flexibly. I was in a state.

Further, in the conventional help desk, it is difficult for a supervisor who manages a person in charge of a user to give detailed instructions via a network (for example, forcibly inquiring an inquiry that has not been answered for a long time). Etc.)

[0014]

SUMMARY OF THE INVENTION In view of the above, the present invention makes it possible for a questioner and a respondent to effectively use the contents of a question and answer session at a help desk.
Accordingly, it is an object of the present invention to provide a help desk system using a computer network that can efficiently operate the entire system.

[0015] In addition, the content of a specific question-and-answer session can be kept private by the requester or the respondent upon his / her request, thereby sufficiently protecting the interests or privacy of the requester or the respondent. It is an object of the present invention to provide a help desk system using a computer network that is capable of using a computer.

[0016] Further, a help desk system using a computer network can promptly confirm the degree of satisfaction of the questioner with respect to the answer, and can thereby quickly obtain effective information for the determination of the subsequent activity policy. The purpose is to provide.

[0017]

To achieve the above object, a help desk system according to claim 1 of the present invention comprises:
A help desk system in which a questioner and a respondent exchange questions and answers regarding a specific product or service using a computer network, wherein the contents of the question and answer are stored in a database of the respondent and the questioner is answered. Are made reusable by executing a keyword search, a category search, a syntax search, or the like.

A help desk system according to a second aspect of the present invention is a help desk system in which a questioner and a respondent exchange questions and answers regarding a specific product or service using a computer network, The contents of the question-and-answer session and FAQ at the same time as the question-and-answer session
It is characterized in that

A help desk system according to a third aspect of the present invention is the help desk system according to the first or second aspect, wherein the contents of a specific question and answer are kept private at the discretion of the questioner or the respondent. It is characterized by having.

Furthermore, the help desk system according to claim 4 of the present invention is the help desk system according to claim 1 or 2, wherein the helper has a function of giving points on the system to excellent answers. It is characterized by the following.

[0021] In the help desk system according to the first aspect of the present invention having the above-described structure, the contents of the questions and answers regarding the target object such as a specific product or service between the questioner such as the customer and the respondent such as the system user are described. Another questioner who is asking a new question with the same content will be stored in this database because it can be re-used by searching such as keyword search, category search or syntax search at the next question. In some cases, it is possible to obtain an answer to his / her own question only by referring to the given content data.

Further, the present invention having the above-mentioned structure is provided in claim 2 of the present invention.
In the help desk system according to the present invention, the contents of a question and answer on a specific object such as a specific product or service between a questioner such as a customer and a respondent such as a system user are displayed at the same time as the question and answer work and the FAQ (Frequency Aske).
d Questions, which summarizes or summarizes the items that are repeatedly asked and answered)
Another questioner who is also trying to ask a question of the same new content may be able to obtain an answer to his or her own question only by referring to the content data stored in this database.

[0023] In addition, in the help desk system according to the third aspect of the present invention having the above-mentioned structure,
Since the content of the specific question and answer is kept private by the judgment of the questioner or the respondent, it is possible to sufficiently protect the interests or privacy of the questioner or the respondent.

Further, in the help desk system according to the fourth aspect of the present invention having the above configuration, since points on the system are given to excellent answers by the questioner, the number of acquired points is referred to. By doing so, it is possible to promptly confirm the degree of satisfaction of the questioner with respect to each answer, and thus it is possible to quickly obtain effective information for determining the subsequent activity policy.

Further, the present invention or the present application includes the following contents.

A help desk function for inquiries and support of customers using a computer network. Using a bulletin board function of the web, the contents of a series of exchanges are clarified as “questions” and “answers”. Divided into
Search for those information that is self-propagating by simple operation,
Reference and available system. This system takes advantage of the characteristics of information generated by a series of exchanges of "questions" and "answers" with a computer network, and enables the inquiring customer and the receiving user to have a merit in both ways quickly and efficiently. The system is characterized in that it is a system that allows mutual exchange, and is a system that manages information in such a way that it can be easily searched, organized, and referenced.

In the help desk system according to the above item, the help desk is exchanged in a place categorized by item, so that the contents of the exchange can be reused efficiently and precisely. system. This system is characterized in that the places to be inquired are categorized according to the contents of the inquiries, and that the categories can be easily rearranged.

In the help desk system according to the above item, the contents and information of exchanges that other customers efficiently and accurately want from their past inquiries organized by category and organized by “questions” and “answers” Is a system that allows users to browse and browse without disturbing the user. This system is characterized in that a customer who has made an inquiry can search for and browse necessary information from past history information before making an inquiry to a person in charge on the user side. In addition, since it is possible that truly necessary information cannot be obtained by performing a random search using a conventional search method, the following method is used.・ First, search candidates are searched from the questioner's question. -Next, search for candidates from the last answer made by the person in charge in the series of "question" and "answer" exchanges (because the last answer has a lot of useful information).・ Next, search for candidates based on detailed rules from the entire exchange.・ Perform an optimized search (optimized search such as parsing) taking Japanese into consideration.

In the help desk system according to the above item, when an inquiry similar to the inquiry made before is made, necessary information can be efficiently and precisely classified by category and from the organized information of “question” and “answer”. A help desk system that automatically presents the information required by customers who have screened and inquired. This system analyzes the contents of a customer's question on the system side before actually inquiring if the customer tries to contact the user's representative without searching the past history, and searches based on it. By presenting those candidates to the customer once, it is possible for the customer to avoid making unnecessary inquiries.

[0030] In the help desk system according to the above item, a help desk system for efficiently providing support by allocating an inquiry about a product or service belonging to a specific category to an appropriate support person. This system is characterized in that a person in charge of a user can efficiently perform a task, for example, a specific person is notified of an inquiry made in a certain category. Further, it is characterized in that a rule of distribution to a person in charge can be created by customization.

In the help desk system according to the above item, the customer who makes the inquiry gives a score to the response of the user on the answer side, so that the user can obtain raw information on the customer satisfaction, and at the same time, the user and the customer A system that allows mutual confirmation that inquiries have been settled between the parties.

[0032] In the help desk system according to the above item, a system in which the customer who makes an inquiry can protect the privacy of the customer by being able to freely select whether or not to open the contents of the inquiry to the public. This system is characterized in that if the contents of an inquiry cannot be made public, the information can be treated as private with the authority of the questioner (customer) or the authority of the administrator of the reception (user). I do. Although it is not known where and how the information of the inquiry is used on the system, the confidentiality of the information is guaranteed by this function.

As described above, the basic concept of the system of the present invention having various contents is summarized as follows.

(1) A site user (customer, ie, a questioner) and a site management side (a user, ie, a respondent), the respondent of which is a narrowly defined respondent and a response manager who manages answering work by the narrowly defined respondent The efficiency of the question-and-answer session with WEB and e-mail is improved.

(2) In order to answer a question from a questioner, a person who can answer inside the company but is buried in the company can be hired, and a person from an external related party can be used as a respondent.

(3) The contents of the question and answer are made into an FAQ simultaneously with the question and answer operation.

The following advantages are given to the questioner, the respondent, and the response manager, respectively.

(1) Merits of the Questioner The questioner can confirm whether there is a similar question, and if he or she has already answered, can deal with his own questions and problems. The questioner can view the answer to the question in the form of an organized WEB page in addition to the e-mail (can supplement the answer and thank if the problem is solved). The requester can specify that the question is not made public.

(2) Benefits of respondents Respondents are asked by e-mail as soon as they receive a question,
L can be received. Share your answers with other respondents. Respondents do not have to answer similar questions over and over.

(3) Benefits of the answer manager The answer manager gives permission (requests to answer) to the site related persons and can check their answers. The answer manager can check the answer of the respondent and determine whether to send it to the questioner. The answer manager can check the questioner's question and the answer from the answerer, and determine whether or not to make it public. The answer manager can prompt the respondent to answer a question that has no answer or has no satisfactory answer.

[0041]

DESCRIPTION OF THE PREFERRED EMBODIMENTS In order to start up the system of the present invention, the following is preferred.

(1) Separate the questioner from the respondent / answer manager. This is because, when help is outsourced, a function for managing external answers is required.

(2) Restrict access to a questioner who is asking a question to the site management side. For example, for membership-based question and answer pages such as life insurance, the method of restricting access to the site is to select one that seems technically appropriate.

(3) Regarding selection of disclosure / non-disclosure, one of the following can be selected. All questions and answers will be made public. Enable private rights for respondents to ask and answer questions. Enable the question manager's option to open or close the question / answer by the answer manager.

In addition to the above, the following can be selected. Enable the answer manager's option to send the respondent's answer to the questioner or not.

(4) Regarding the authentication, a question is asked and the authentication is performed at the same time. Prepare an input form that allows you to write personal information later. The required items are as follows. Handle name ID = E-mail address PW = Automatically generated (can be modified on the user information change screen) It should be noted that, without issuing a password, specifying a position on the computer network that can be identified only by the requester instead of authentication There is also.

(5) The master ranking is hidden (or deleted) in the question / answer list.

(6) Link setting of the index is performed, and an additional function of a link destination in a special case (for example, an inquiry destination already exists), an additional function of a mail address in a special case (for example, a URL already exists), and Set up a function to change the link of the up / down menu (for terms of use, homepage or operator, etc.).

(7) For a question without an answer, the answer manager can be prompted to answer the respondent (select a list of respondents from the question / answer display screen to answer the question). So that you can send mail.)

(8) If the answer is deemed inappropriate, the response manager can send an e-mail to the staff to rewrite the answer by e-mail.

(9) Make it possible for the respondent to modify and delete the answer added in the past from the question / answer list after logging in from the question / answer list. Convenient). The answer manager has the right to modify and delete all questions.

(10) The format of the question / answer mail header and footer can be changed.

(11) A function for changing the overall design format is set. This relates to the color of the question / answer, the addition of the question icon and the answer icon, the image of the header / footer (company mark / corner mark), and the like.

(12) The function of moving the question / answer category group is set. This relates to searching for a question / answer on the management screen or selecting a hit question / answer and moving the category.

(13) Set the category / subcategory movement function.

[0056]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Using a help desk system having the above-described configuration and functions, a certain customer as a questioner and a system user (XXX automobile in the figure) as a responder use a computer network to specify a specific customer. When questions and answers are exchanged regarding an object such as a product or service, the contents are as follows. In this system, the customer first performs a keyword search from past questions and answers as a first step, and as a result, if a satisfactory answer is not obtained, as a second step, performs a category search from past questions and answers. If the answer is still not satisfactory, the third step is to make direct inquiries to the respondents.

That is, as shown in FIG. 1, when the requester 1 uses the information communication terminal at hand to open the help desk 3 relating to the system on the home page 2 (S101), first, the top screen 4 shown in FIG. As displayed, the questioner 1 first performs a keyword search on the top screen 4. In this keyword search, a word considered to be a keyword of the user's own question is input in the keyword input field 5 on the screen. After the input, the input data is transmitted to the respondent 6 by e-mail. The system server on the side 6 performs a keyword search on the past question and answer data accumulated in the database, and a search screen 7 shown in FIG. 3 is displayed as an answer, and the search result display field 8
The contents of the past question and answer including the keyword are displayed. The number of hits may be zero, one, or multiple. If there are any hits, the questioner 1 refers to the contents of the past questions and answers displayed on the search screen 7 and finds an answer to his own question and, if satisfied, finds one answer. The question-and-answer session ends.
Therefore, the respondent 6 only operates the server,
There is no direct human effort involved in responding.

If the content of the past question and answer displayed on the search screen 7 in FIG. 3 is not satisfactory or there is no hit, the questioner 1 performs a category search from the past question and answer as a second step (S102). ). This category search is performed in the category selection column 1 of the Q & A screen 9 shown in FIG.
0, the category to which the user's own question belongs (sedan car, sedan A, sedan B, sedan C, etc. in the figure) is sequentially selected by hierarchy. When the data is transmitted to the respondent 6, the system server of the respondent 6 performs a category search on the past question and answer data stored in the database, and as a response, the terminal category screen 11 shown in FIG.
Is displayed, and the contents of the past questions and answers belonging to the same category as the selected one are displayed in the search result display column 12 in an accumulated amount. Questioner 1 uses this end category screen 1
Referring to the contents of the past questions and answers displayed in No. 1 and finding the answer to the own question and being satisfied, the one-time question and answer operation is completed. Therefore, the respondent 6 only operates the server, and no direct human labor is required for answering.

If the content of the past question and answer displayed on the terminal category screen 11 of FIG. 5 is not satisfactory, the questioner 1 makes a direct inquiry to the respondent 6 as a third step (S103). The direct inquiry to the respondent 6 can be made by entering a question entry field 14 on an inquiry screen 13 shown in FIG.
The user inputs his / her own question into the sentence, and after inputting, the input data is transmitted to the respondent 6 side, and the system server of the respondent 6 side generates a syntax for the past question and answer data stored in the database. Perform a search, ie
Parse the syntax of the content of the written question and
It is checked again whether there is a similar answer, and if there is, this is displayed to the questioner 1; if not, the question is stored as data and notified to the answerer 6 side. Therefore,
Here, for the first time, the respondent in charge of the respondent 6 receives the response and takes direct action.

When transmitting the question to the respondent 6, the questioner 1 treats this question and the answer of the respondent 6 to this question as open to a third party (other customers, etc.). The user selects whether or not to handle the information, and inputs the result of selection to the public / non-public selection field 15 of the inquiry screen 13 in FIG. As described above, the selection of disclosure / non-disclosure is a system provided to protect the interests and privacy of the questioner 1. The same system is used to protect the interests and privacy of the respondent 6. Respondent 6
The two systems are paired.
Therefore, if the questioner 1 selects the non-disclosure, the answerer 6
Even if the side selects publication, the contents of the question and answer are kept private. Conversely, if the questioner 1 selects publication, if the respondent 6 selects private, the contents of the question and answer will still be It will be kept private.

In response to the transmitted question, the respondent in charge of the respondent 6 prepares a new answer (S104), and transmits the answer to the questioner 1 by e-mail (S105).
FIG. 7 shows this answer screen 16, in which the answer display field 17 shows the contents of the question, the name of the questioner, the question time, the selected public / non-public, the content of the answer, and the name of the person in charge of the answer. And a list of response times are displayed.

If the questioner 1 is satisfied with the contents of the answer on the screen 16 or wants to end the current question and answer regardless of satisfaction or dissatisfaction, the evaluation input column for the answer is displayed on the answer screen 16 of FIG. Since 18 is provided, an evaluation or a degree of satisfaction with respect to the current answer is input in the form of giving points according to the answer evaluation rule in the system. For example, if the answer evaluation rule in the system is a five-point scale, "5 points" if sufficiently satisfied, "4 points" if slightly satisfied, "3 points" if neither satisfied nor unsatisfied, somewhat dissatisfied In this case, the score is "2 points", and when the user is very dissatisfied, the score is "1 point", and the input evaluation data is transferred to the respondent 6. Therefore, the respondent 6 can quickly confirm the evaluation or satisfaction of the questioner 1 for each answer by referring to the number of acquired points, and thus can provide useful information for the subsequent decision of the activity policy. You can get it quickly. In addition, the point input and the transmission of the points in the evaluation input column 18 by the questioner 1 also serve as a message to the respondent 6 that the question and answer is ended with this.

Also, the questioner 1 who saw the contents of the answer on the screen 16
Can make a supplementary question to the person in charge of answering, and thereafter, if necessary, a question-and-answer session is repeated between the questioner 1 and the person in charge of answering. The series of questions and answers ends with receipt. The contents of the exchanged questions and answers are recorded in the database of the system, and are converted to FAQs only when both the questioner 1 and the respondent 6 have selected disclosure, and thereafter the questions and answers of the other questioners are processed. Provided to the venue. If the respondent 6 is divided into a narrowly defined respondent (responsible person in charge) and a response manager as described above, as shown in FIG. The response work is managed and summarized by selecting on behalf of the respondent, giving permission to the respondent to transmit the answer, prompting the answer, and requesting to correct the content of the answer (S107). .

[0064]

The present invention has the following effects.

First, in the help desk system according to the first aspect of the present invention having the above-described structure, a question about an object such as a specific product or service between a questioner such as a customer and a respondent such as a system user. The content of the response is stored in a database, and the next time you ask a question,
Another questioner who is asking a new question with the same content in order to be reusable by a search such as a category search or a syntactic search must simply refer to the content data stored in this database. May be able to get answers to their own questions. Therefore, the contents of past questions and answers at the help desk can be effectively used by both the questioner and the respondent, and the entire system can be operated efficiently.

In addition, according to the present invention having the above structure,
In the help desk system according to the above, since the contents of questions and answers regarding specific products or services, etc., between a questioner such as a customer and a respondent such as a system user are made into an FAQ at the same time as the question and answer work, a new Another questioner who tries to ask a question with similar contents may be able to obtain an answer to his or her own question only by referring to the contents data stored in this database. Therefore, the contents of past questions and answers at the help desk can be effectively used by both the questioner and the respondent, and the entire system can be operated efficiently.

In addition to the above, in the help desk system according to the third aspect of the present invention having the above configuration,
Since the contents of the specific question and answer are kept private by the judgment of the questioner or the respondent, it is possible to sufficiently protect the interests or privacy of the questioner or the respondent.

Further, in the help desk system according to the fourth aspect of the present invention having the above configuration, since points on the system are given to excellent answers by the questioner, the number of acquired points is referred to. By doing so, the degree of satisfaction of the questioner with respect to each answer can be promptly confirmed, so that effective information can be promptly obtained for the subsequent determination of the activity policy.

[Brief description of the drawings]

FIG. 1 is a schematic flowchart of a help desk system according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram of a top screen in the help desk system.

FIG. 3 is an explanatory diagram of a search screen in the system.

FIG. 4 is an explanatory diagram of a Q & A screen in the system.

FIG. 5 is an explanatory diagram of a terminal category screen in the system.

FIG. 6 is an explanatory diagram of an inquiry screen in the system.

FIG. 7 is an explanatory diagram of an answer screen in the system.

FIG. 8 is a schematic flowchart of a help desk system according to another embodiment of the present invention.

[Explanation of symbols]

 1 Questioner 2 Homepage 3 Help desk 4 Top screen 5 Keyword input field 6 Respondent 7 Search screen 8,12 Search result display field 9 Q & A screen 10 Category selection field 11 Terminal category screen 13 Inquiry screen 14 Question entry field 15 Public / non-public Public selection field 16 Answer screen 17 Answer display field 18 Evaluation input field 19 Answer manager

Continued on the front page F-term (reference) 5B049 BB07 BB11 CC02 DD01 EE05 FF03 FF04 GG04 GG07 5B075 KK03 KK07 KK13 KK33 KK38 ND03 ND23 ND34 NK10 NK13 NK24 NR05 NR12 NS10 PP03 PP13 PP30 PQ46 U30 AC03 U30 A EA16 FA05 FA08 FA22 FA23 FA43

Claims (4)

[Claims] 1. A help desk system in which a questioner and a respondent exchange questions and answers regarding a specific product or service using a computer network, wherein the contents of the questions and answers are stored in a database of the respondent. A help desk system using a computer network, wherein the help desk system is stored and can be reused by executing a keyword search, a category search, a syntax search, or the like. 2. A help desk system in which a questioner and a responder exchange questions and answers regarding a specific product or service using a computer network, wherein the contents of the questions and answers are transmitted simultaneously with a question and answer operation. A help desk system using a computer network. 3. The help desk system using a computer network according to claim 1, wherein the help desk system has a function of keeping the contents of a specific question and answer private from judgment by a questioner or a respondent. . 4. The help desk system using a computer network according to claim 1, wherein the helper has a function of giving points on the system to excellent answers.