JP2003162589A - Virtual serviceman dispatching method and system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a virtual serviceman dispatching method and a system that display a character on a browser on a user's computer terminal and make the character behave as though it is a temporary employee. <P>SOLUTION: The method is composed of: a step that a virtual serviceman provider (P) having control information that controls the behavior/statement of the character (C) transmits the control information through a communication line to a content server (S) to make the information stay resident in the server; and a step that displays the character (C) on the browser on the user terminal (T) that has accessed to the content server (S) based on the control information resident in the content server (S) and makes the character behave/speak according to an instruction from the user terminal so as to support the user who has accessed the content server (S). <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method and system for dispatching a virtual service person on the Internet, and more specifically, it is anthropomorphized on the browser of a user terminal that has accessed a content server providing various contents. The present invention relates to a method and system for dispatching a virtual serviceman who causes a character that is an agent to be displayed and behaves like a temporary employee in the real world.

[0002]

[Prior Art] In recent years, One to On, even on the Internet
With the spread of e-business, various internet businesses such as virtual shopping malls have appeared. With the spread of such internet business, it has become necessary to provide interactive services. Traditionally, such services and support have traditionally been provided by electronic mail or telephone.

[0003]

However, supporting by telephone for 24 hours is heavy in terms of cost such as labor cost, and the service by e-mail has a weak point of lacking real-time property. On the other hand, although it may be possible to provide support by dispatching personnel, it is necessary to provide employee education such as training in order to provide qualified support. Moreover, when the contract period of the temporary staff has expired, it is necessary to conduct another training, which is a waste of work, and there has been a problem that management and operation of human resources has not been easy.

The present invention has been made in view of the above problems, and an agent anthropomorphized on the browser of a computer terminal of a user who has accessed a content server providing various contents such as a virtual shopping mall. It is an object of the present invention to provide a method and system for dispatching a virtual serviceman who causes a character to be displayed and behaves like a temporary employee in the real world.

[0005]

In order to solve the above-mentioned problems, the invention according to claim 1 is an anthropomorphic person on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A method for dispatching a virtual serviceman who displays a character (C) as an agent and acts as if he / she is a temporary worker in the real world, and is provided with control information for controlling the action / utterance of the character (C). A step of transmitting control information from the virtual serviceman provider (P) to the content server (S) via a communication line such as the Internet to make the control resident, and the content server (S) based on the control information resident in the content server (S). ), The character (C) is displayed on the browser of the user terminal (T), and By operating-speaking character (C) provides a dispatch method Virtual serviceman constructed and a step to support users who access the contents server (S) in response to an instruction from the chromatography The terminal.

In order to solve the above problems, the invention according to claim 2 is an agent anthropomorphized on the browser of the user terminal (T) that has accessed the content server (S) providing various contents. Character (C)
Is a method for dispatching a virtual serviceman who makes a user act as if he / she is a temporary worker in the real world, and a step of accessing a content server (S) from a user terminal (T) via a communication line such as the Internet; The server (S) is a user terminal (T)
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / utterance of the character (C) via a communication line such as the Internet. Step and Virtual Serviceman Provider (P)
Transmits the control information directly to the user terminal (T), displays the character (C) on the browser of the accessed user terminal (T), and operates the character (C) according to the operation of the user terminal. And a step of supporting a user who has made a statement and has accessed the content server (S).

In order to solve the above problems, the invention according to claim 3 is an agent anthropomorphized on the browser of the user terminal (T) that has accessed the content server (S) providing various contents. Character (C)
Is a method for dispatching a virtual serviceman who makes a user act as if he / she is a temporary worker in the real world, and a step of accessing a content server (S) from a user terminal (T) via a communication line such as the Internet; The server (S) is a user terminal (T)
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / utterance of the character (C) via a communication line such as the Internet. Step and Virtual Serviceman Provider (P)
Transmits the control information to the user terminal (T) via the content server (S), displays the character (C) on the browser of the accessed user terminal (T), and responds to the operation of the user terminal. Each time, control information is transmitted to the user terminal (T) through the content server (S) to cause the character (C) to operate / speak to support the user who has accessed the content server (S). To provide a virtual serviceman dispatch method.

In order to solve the above-mentioned problems, the invention according to claim 4 is the method of the virtual serviceman according to any one of claims 1 to 3, wherein the work performed by the virtual serviceman provider (P) includes: It is characterized in that the user terminal (T) or the content server (S) performs at least a certain ratio.

In order to solve the above-mentioned problems, the invention according to claim 5 is an agent anthropomorphized on the browser of the user terminal (T) that has accessed the content server (S) providing various contents. Character (C)
Is a virtual serviceman dispatch system that displays a message and acts like a temporary worker in the real world. Control information is provided from a virtual serviceman provider (P) having control information for controlling the action / utterance of the character (C). Of the user terminal (T) accessing the content server (S) based on the control information resident in the content server (S) by transmitting the content to the content server (S) via a communication line such as the Internet and making the content server resident. And a means for displaying the character (C) on the browser and operating / speaking the character (C) in response to an instruction from the user terminal to support a user who has accessed the content server (S). To provide a virtual serviceman dispatch system.

In order to solve the above-mentioned problems, the invention according to claim 6 is an agent anthropomorphized on the browser of the user terminal (T) that has accessed the content server (S) providing various contents. Character (C)
Is a virtual serviceman dispatch system that causes the user to act like a temporary worker in the real world, wherein the content server (S) indicates that the user terminal (T) has accessed the content server (S). A means for transmitting information to a virtual serviceman provider (P) having control information for controlling the movement / speaking of the character (C) via a communication line such as the Internet, and the virtual serviceman provider (P) is provided with the control information. Is directly transmitted to the user terminal (T), and the character (C) is displayed on the browser of the accessed user terminal (T).
And a means for supporting a user who has accessed the content server (S) by operating / speaking the character (C) according to the operation of the user terminal, and a dispatching system for virtual service personnel. provide.

In order to solve the above-mentioned problems, the invention according to claim 7 is an agent anthropomorphized on the browser of the user terminal (T) that has accessed the content server (S) providing various contents. Character (C)
Is a virtual serviceman dispatch system that causes the user to act like a temporary worker in the real world, wherein the content server (S) indicates that the user terminal (T) has accessed the content server (S). A means for transmitting information to a virtual serviceman provider (P) having control information for controlling the movement / speaking of the character (C) via a communication line such as the Internet, and the virtual serviceman provider (P) is provided with the control information. Is transmitted to the user terminal (T) via the content server (S), the character (C) is displayed on the browser of the accessed user terminal (T), and control information is displayed each time the user terminal operates. To the user terminal (T) via the content server (S) to move / issue the character (C). It is not in the content server (S)
And a means for supporting users who have accessed the virtual service person dispatching system.

In order to solve the above-mentioned problems, the invention according to claim 8 is the work performed by the virtual serviceman provider (P) in the virtual serviceman dispatch system according to any one of claims 5 to 7. The user terminal (T) or the content server (S) performs at least a certain ratio.

[0013]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of a method and system for dispatching a virtual service person according to the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing an embodiment in which a virtual serviceman dispatch method and system according to the present invention is carried out on the homepage of a securities company.

First, as shown in FIG. 1, a securities company F established on the Internet is provided by a content server S composed of a general-purpose well-known computer terminal. As shown in FIG. 2 (a), it is connected to many user terminals T via the Internet 5. The content server S includes a central control unit 12 including a CPU, a recording device 1 such as a hard disk, an MO, or a memory for recording and storing data.
1. A communication control device 16 such as a modem / router for connecting to the Internet via a communication line, an input device 14 such as a pointing device such as a keyboard and mouse for inputting, and a display for displaying various information. The display device 13 and a voice output device 15 such as a speaker for emitting a voice are provided. Since the configuration is a general-purpose well-known computer, its details are omitted.

On the other hand, the virtual service person provider P and the user terminal T are basically composed of general-purpose well-known computer terminals as well as the content server S. However, the user terminal T is not limited to a general-purpose well-known computer terminal but may be a communication device such as a mobile phone (including “PHS”) or a so-called mobile information terminal as long as it can be connected to the Internet or a communication line. May be.

The user terminal T is installed with a browser such as Internet Explorer (trademark of Microsoft Corporation) or Netscape (trademark of Netscape Corporation), which is software for browsing a Web page established on the Internet. Further, the user terminal T includes a character C that is an anthropomorphic agent such as Microsoft Agent (trademark of Microsoft Corporation) as shown in FIG. 3C, for example. To the user who operates this character C as a virtual serviceman dispatched from the content server S on the screen of the user terminal T and operates the user terminal T based on the information displayed on the Web page provided by the content server S. Provide various information. As a result, the character C
Acts like a temporary worker in the real world.
Note that the character C has a Flas as shown in FIG.
In addition to h type, not only those that are personified in appearance,
For example, the window type shown in FIG.
It is also possible to personalize by providing dialogue or predetermined information using a toolbar type as shown in (d). On the other hand, FIG. 3E shows an example displayed on a mobile phone.

On the recording device of the virtual serviceman provider P, the character C is displayed on the browser of the user terminal T that has accessed the content server S providing various contents, and the movement / speech of the character C is controlled. Control information to be recorded is recorded. The control information is a script for expressing the character C provided in the user terminal T, changing the expression of the character C displayed in response to an instruction from the user terminal T, and giving a predetermined movement. In addition to the above, the character C is configured to include character information and voice information which are dialogues spoken by the character C.
As a result, various information is provided to the user who operates the user terminal T who has accessed the content server S by operating / speaking the character C, thereby providing support. This control information is sent to the content server S via the Internet.
Alternatively, it can be transmitted to the user terminal T.

The virtual serviceman provider P is
In addition, as shown in FIG. 2B, a customer database 31 in which customer management information such as the content server S and user terminal information is recorded, a history database 32 in which past conversations and commercial transactions are recorded, and a conversation database A scenario database 33 in which templates are recorded is provided as control information. The character C is caused to speak by using these databases, and the conversation with the user who operates the user terminal T proceeds.

In the recording device of the content server S, access information indicating that the user terminal T has accessed the content server S is provided with the virtual serviceman provider P.
It is configured to include means for transmitting to. User terminal T
When the virtual serviceman provider P receives the access information transmitted by accessing the content server S, the virtual serviceman provider P transmits the above-mentioned control information to the content server S or the user terminal T based on the received access information. Character C on T's browser
Is displayed, and the action / utterance of the character C is controlled.

Considering the use at the securities company F, which is the content server S shown in FIG. 1, conventionally, when the user may not understand, the securities company F is directly called or inquired by e-mail. However, telephone support is very burdensome for securities company F. Therefore,
Consider the use of characters, noting that character C can save a considerable cost if all users can solve the questions online and complete the procedure.

First, in the virtual serviceman provider P, the character C is customized for the securities company F in order to be dispatched to the securities company F which is the content server S. This work corresponds to the employee training in the actual dispatching business, and can be performed not only within the virtual serviceman provider P but also directly on-line by the securities company F via the Internet. For example, from the user terminal T via the Internet, We of the securities company F
When the page b is accessed, a response such as a reaction, a reaction such as a classification or a voice color, a classification or an action regardless of whether or not an operation is performed from the user terminal T, that is, individuality is set in advance.

For example, when the user needs to input predetermined information from the user terminal T on the Web page provided by the securities company F, the character C is input at the time when the user inputs an input item that is likely to be mistaken. Navigation to display explanations and choices for input, and to call attention in real time to incorrect input such as inputting kanji without entering katakana in the kana item. Do the gate. As a result, the user can end the procedure with the user terminal T without confusion. Further, when the user does not understand the next operation, the character C can be made to appear and online help can be displayed to solve the problem interactively. If an action which is not expected in the initial customization is input from the user terminal T, the input is recorded and stored for learning, and the character C shows a model answer and learns it.

Next, it is set which part of the Web page of the securities company F (or what kind of action is to be performed) by which the character C is caused to move or speak. this is,
The setting is performed by describing a predetermined tag when configuring the web page of the securities company F.

FIG. 3 shows a dispatch form in the dispatch method of the virtual service person. (A) is
This is a type that uses a general pop-up window, and if the user has a browser such as Internet Explorer (trademark of Microsoft Corporation) or Netscape (trademark of Netscape Corporation), the user can use it without special software. In (b), a service person is dispatched by using Flash (Trademark of Macromedia), and the user needs to install the plug-in on the personal computer, but the penetration rate of the Flash plug-in is extremely high and the standard. Function. In (c), a serviceman is dispatched using the MS agent (trademark of Microsoft Corporation). The user needs to download the MS Agent. (D) is a toolbar-type serviceman who dispatches the serviceman using Hotlink (trademark of Hotlink Co., Ltd.). The user needs to download software such as hotlinks. (E) is a service person of a mobile phone terminal type, which is operated by JAVA (a trademark of Sun Microsystems, Inc.) such as an i-appli (NTT Docomo trademark), and is displayed as an animation GIF or text.

FIG. 4 shows an example of support provided by the virtual service person. That is, (1) Greeting service A greeting is given to a visitor according to the time. (2) Questionnaire acquisition service An alternative questionnaire, multiple-answers, and descriptive questionnaires are used. The questionnaire data is stored in the storage device of the user terminal or the storage device of the virtual serviceman provider P, and is used for navigating the homepage and marketing. In addition, it can be converted into a quiz format and can be linked with point services and discount services. (3) Site navigation service This is a service that guides users through the homepage according to the information desired by the user. If necessary, the user inputs information via the user terminal, and the virtual service person who is the character C navigates based on the information input. (4) Advertising service For example, on the home page of a supermarket, today's recommendations, advertisements showing bargain items are hopped up, and travel ticket information is hopped up on the tourist information website. In addition, advertisements are provided in consideration of the user's tastes through questionnaires and ordinary homepage searches. (5) Dynamic palatability grasping service By using software that resides on the user's PC, such as toolbar type, personal palatability depends on the contents of the home page that the user normally sees, search keywords, and bookmarks. Understand, analyze and use in conjunction with advertising services and site navigation services. (6) Information recommendation service Using the dynamic preference grasping technology, it becomes possible to create a person's profile at a conceptual level, which is impossible with the conventional technology, thereby providing a recommendation service. (7) The virtual service person who is the product sales service character C provides support for the user to purchase products online.

FIG. 5 is a flow chart showing an embodiment of a method for dispatching a virtual service person. First, the virtual serviceman provider P transmits the control information including the control information for controlling the action / utterance of the character C to the content server S via the Internet 5, records the control information in the recording device of the content server S, and makes it resident ( Step S11). The control information resident in the content server S is character information or voice information which is a dialogue of the script or the character C and data recorded in the customer database 31, the history database 32, and the scenario database 33. However, it may be configured such that some information or data is transmitted without making all the information or data resident in the recording device of the content server S.

Next, the user terminal T makes the content server S
When the character C is accessed, the character C is displayed on the browser of the user terminal T by the resident control information,
Move the character C according to the instruction from the user terminal T.
Various types of support are provided to the user who has made a statement and accessed the content server S (step S13).

FIG. 6 is a flow chart showing another embodiment of the virtual serviceman dispatching method, and FIG. 8 is a diagram showing an outline of the virtual serviceman dispatching method.
In this embodiment, first, the user Taro activates the browser of the user terminal T or the mobile phone terminal M to browse the Web page 20 of the securities company F which is the content server S (step S21). Then, the access information that specifies the dispatch destination of the character C and the user terminal T is transmitted from the content server S to the virtual serviceman provider P (step S22).

Upon receiving the access information, the virtual serviceman provider P sends the control information directly to the user terminal T.
(Step S23) to control the action / speak of the character C of the user terminal T, and generate a conversation with Taro who operates the user terminal T using the customer database 31, history database 32, and scenario database 33. , User support and the like (step S24).

FIG. 7 is a flowchart showing another embodiment of the method for dispatching a virtual service person. In this embodiment, first, the user Taro starts the browser of the user terminal T or the mobile phone terminal M to start the web page 20 of the securities company F, which is the content server S.
Is browsed (step S31). Then, the access information that specifies the dispatch destination of the character C and the user terminal T is transmitted from the content server S to the virtual serviceman provider P (step S32).

Upon receipt of the access information, the virtual serviceman provider P sends the control information to We of the securities company F.
It is transmitted to the content server S which is page b (step S33). Then, the control information is transmitted to the user terminal T via the content server S to control the action / utterance of the character C of the user terminal T, and the user database is used by using the customer database 31, history database 32, and scenario database 33. A conversation with Taro who operates T is generated, and user support is provided (step S34).

[0032]

As described above, according to the method and system for dispatching a virtual service person according to the present invention, a character can be dispatched on a home page as if a human being was actually dispatched. The effect is that you can do it. Moreover, there is an effect that the education cost does not increase even if the number of people increases compared to the actual dispatch.

[Brief description of drawings]

FIG. 1 is a configuration diagram showing an embodiment when a method and system for dispatching a virtual service person according to the present invention is carried out on a homepage of a securities company.

FIG. 2A is a block diagram showing a configuration of a content server, and FIG. 2B is a block diagram of a database stored in a recording device.

3 (a) to 3 (e) are explanatory views showing the form of a character who is a virtual serviceman.

FIG. 4 is an explanatory diagram showing an example of support provided by a character who is a virtual serviceman.

FIG. 5 is a flowchart showing an embodiment of a method for dispatching a virtual service person.

FIG. 6 is a flowchart showing an embodiment of a method for dispatching a virtual service person different from FIG.

FIG. 7 is a flowchart showing an embodiment of a method for dispatching a virtual service person different from those in FIGS. 5 and 6;

FIG. 8 is a block diagram showing functions of a virtual service person.

[Explanation of symbols]

S content server T user terminal M mobile phone terminal P Virtual Serviceman Provider 5 Internet 11 Recording device 12 Central controller 13 Display 14 Input device 15 Audio output device 16 Communication control device 20 Web pages 31 Customer database 32 history database 33 Scenario database

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Claims (8)

[Claims] 1. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A method for dispatching a virtual serviceman to cause the virtual serviceman to act as described above, wherein the control information is sent from a virtual serviceman provider (P) having control information for controlling the action / speak of the character (C) to a communication line such as the Internet. Via the content server (S) to make the content server (S) resident, and on the browser of the user terminal (T) that has accessed the content server (S) based on the control information that is resident in the content server (S) The character (C) is displayed on the screen, and in response to an instruction from the user terminal. Yarakuta (C) Virtual serviceman dispatch method constituted comprising the steps of: by operating-speak to support users who access the contents server (S), the a. 2. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A method of dispatching a virtual serviceman who acts as described above, wherein the content server (S) is accessed from the user terminal (T) via a communication line such as the Internet; User terminal (T)
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / speech of the character (C) via a communication line such as the Internet. And the virtual serviceman provider (P) transmits the control information directly to the user terminal (T), and displays the character (C) on the browser of the accessed user terminal (T). Supporting the user who has accessed the content server (S) by causing the character (C) to operate / speak according to the operation of the user terminal, and the virtual serviceman dispatching method. 3. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A method of dispatching a virtual serviceman who acts as described above, wherein the content server (S) is accessed from the user terminal (T) via a communication line such as the Internet; User terminal (T)
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / speech of the character (C) via a communication line such as the Internet. The virtual serviceman provider (P) transmits the control information to the user terminal (T) through the content server (S), and the virtual serviceman provider (P) displays the control information on the browser of the accessed user terminal (T). The character (C) is displayed, and the control information is transmitted to the user terminal (T) via the content server (S) each time the user operates the character (C) in response to the operation of the user terminal. And supporting the user who has accessed the content server (S). Dispatch method of turbocharger Le Mans service. 4. The virtual serviceman method according to any one of claims 1 to 3, wherein at least a certain percentage of the work performed by the virtual serviceman provider (P) is performed by the user terminal (T) or the work. A method for dispatching a virtual service person, characterized in that the method is performed by the content server (S). 5. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A virtual serviceman dispatching system that makes the user act as described above, wherein the control information is transmitted from a virtual serviceman provider (P) having control information for controlling the action / speaking of the character (C) to a communication line such as the Internet. Means for transmitting to the content server (S) via the means for resident, and on the browser of the user terminal (T) that has accessed the content server (S) based on the control information resident in the content server (S) The character (C) is displayed on the screen, and in response to an instruction from the user terminal. Virtual serviceman dispatch system configured including means Yarakuta (C) Operation and to speak a by support users who access the contents server (S), a. 6. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A virtual serviceman dispatch system that causes the user to act like the above, wherein the content server (S) is the user terminal (T).
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / speech of the character (C) via a communication line such as the Internet. And the virtual serviceman provider (P) transmits the control information directly to the user terminal (T), and displays the character (C) on the browser of the accessed user terminal (T). , A means for supporting the user who has made the character (C) operate / speak according to the operation of the user terminal to access the content server (S), and a virtual serviceman dispatch system. 7. A temporary worker in the real world as if a character (C), which is an anthropomorphized agent, is displayed on the browser of a user terminal (T) that has accessed a content server (S) providing various contents. A virtual serviceman dispatch system that causes the user to act like the above, wherein the content server (S) is the user terminal (T).
Transmits access information indicating that the user has accessed the content server (S) to a virtual serviceman provider (P) having control information for controlling the action / speech of the character (C) via a communication line such as the Internet. Means for transmitting the control information to the user terminal (T) via the content server (S), and the virtual serviceman provider (P) displays the control information on the browser of the accessed user terminal (T). The character (C) is displayed, and the control information is transmitted to the user terminal (T) via the content server (S) each time the user operates the character (C) in response to the operation of the user terminal. And means for supporting a user who has accessed the content server (S). Bisuman dispatch system. 8. The virtual serviceman dispatch system according to claim 5, wherein at least a certain proportion of the work performed by the virtual serviceman provider (P) is performed by the user terminal (T).
Alternatively, the virtual serviceman dispatch system is configured to be performed by the content server (S).