JP2020087380A - Information processing system, information processing apparatus, and information processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make it possible to circulate profits by effectively utilizing customer request information. A list of customer request information is stored in an information storage unit in which information including customer request information acquired from a customer is registered, and a service provider terminal used by a service provider who provides services to the customer. An operation display control unit that provides a screen and provides first detailed information of the customer request information in response to an operation of the service provider terminal, and a deposit / withdrawal control that controls registration of deposit / withdrawal information in the information storage unit. The deposit / withdrawal control unit issues an information provision fee from the service provider's account when the operation display control unit provides the first detailed information to the service provider terminal. The deposit / withdrawal information indicating that the information is to be paid, the deposit / withdrawal information indicating that the information provision fee is deposited in the customer's account, and the incentive information indicating that the incentive is given to the acquirer of the customer request information are described above. An information processing system registered in the information storage unit. [Selection diagram] Fig. 5

Description

The present invention relates to an information processing system, an information processing device, and an information processing method.

Conventionally, in a company that provides office services such as equipment installation and maintenance, employees such as customer engineers (CEs) and salesmen go to the site of the customer's office, etc. to deal with customer troubles such as equipment malfunctions. Perform corresponding business. However, there are potentially many troubles other than the target device in the field, and the customer himself often does not notice it clearly.

The employee can connect to a new business by noticing the customer's troubles on the spot, but whether he is aware of the customer's troubles depends on the skill and experience of the employee. There is a problem that the business opportunity is missed when the customer's trouble is not noticed or when the trouble is heard.

In order to solve such a problem, a system has been proposed that enables analysis of a conversation with a customer at the time of a business negotiation and provides information that matches the customer's request (Patent Document 1).

However, even if the above-mentioned company acquires the customer request information regarding the customer's troubles and the like by the employee, there are cases where the customer request is out of the scope of the business and cannot respond. When the customer request information is not utilized in this way, not only the customer is inconvenienced, but also the efforts of the employee who acquires the customer request information are wasted.

The customer request information that cannot be handled by the above-mentioned company may be able to be dealt with by a third party such as a partner company that performs other business different from the business of the relevant company. Therefore, the company may solve the troubles of the customer by providing the customer request information to a third party. However, if the customer request information is provided to a third party free of charge, not only the company will not gain a profit, but also the employee who has acquired the customer request information will not be provided with an incentive. Willingness to get down.

The disclosed technology has been made in order to solve this in view of the above circumstances, and aims to circulate profits by effectively utilizing customer request information.

The disclosed technology includes an information storage unit in which information including customer request information acquired from a customer is registered, a service provider terminal used by a service provider who provides a service to the customer, and the customer request information An operation display control unit that provides a list screen and provides first detailed information of the customer request information according to an operation of the service provider terminal, and a deposit/withdrawal control for controlling registration of deposit/withdrawal information in the information storage unit. A depositing/withdrawing control unit, wherein the deposit/withdrawal control unit charges an information providing fee from an account of the service provider when the operation display control unit provides the first detailed information to the service provider terminal. Deposit and withdrawal information that represents withdrawal, deposit and withdrawal information that represents depositing an information provision fee into the customer's account, and incentive information that represents giving an incentive to the acquirer of the customer request information. An information processing system to be registered in the information storage unit.

According to the present invention, profits can be circulated by effectively utilizing customer request information.

It is a block diagram of an example of an information processing system according to the first embodiment. It is a hardware block diagram of an example of a computer. It is a figure which illustrates the functional block of a voice input terminal. It is a figure which illustrates the functional block of a service provider terminal and a customer terminal. It is a figure which illustrates the functional block of a cloud system. It is a figure which illustrates the data structure in a database. It is a figure which illustrates the functional block of a customer demand information market application. It is a figure which shows an example of the state transition of customer request information. It is a figure showing an example of the correspondence of a state and an action. It is a figure which shows an example of the electronic mail transmitted to a customer terminal. It is a figure which shows an example of a login screen. It is a figure which shows an example of a customer requirement information list screen. It is a figure which shows an example of the display screen of 1st detailed information. It is a figure which shows an example of the electronic mail transmitted to a customer terminal. It is a figure which shows an example of the display screen of 2nd detailed information. It is a figure which shows an example of a contract information input screen. It is a figure which shows an example of an operation confirmation screen. It is a figure which shows an example of the confirmation message displayed on an operation confirmation screen. It is a figure which shows the example of application of a deposit/withdrawal rule. It is a figure which shows the modification of a deposit/withdrawal rule. It is a figure which shows an example of the registration sequence of customer request information.

Hereinafter, embodiments for carrying out the invention will be described with reference to the drawings. In each drawing, the same components may be denoted by the same reference numerals, and duplicate description may be omitted.

[First Embodiment]
<System configuration>
FIG. 1 is a block diagram of an example of an information processing system according to the first embodiment. As shown in FIG. 1, the information processing system 1 includes a cloud system 2, a voice input terminal 3, a service provider terminal 4, and a customer terminal 5 connected via a network N such as the Internet. is there. The voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are not limited to one each, and may be connected to a plurality of networks N.

The cloud system 2 is, for example, a system used by a company that provides office services such as equipment installation and maintenance. The device is, for example, an office device such as a multifunction peripheral, a copier, a scanner, a printer, a laser printer. These devices have been installed in customers' offices, etc., where the company provides office services.

The voice input terminal 3 is a voice recording terminal used by an employee such as a customer engineer (CE) or a salesman. The voice input terminal 3 is an electronic device such as a smartphone, a tablet terminal, or a voice recorder, and is connected to the network N wirelessly or by wire.

The voice input terminal 3 may be connected to the network N via another electronic device such as a PC. In addition, a recording medium such as a memory card that is detachable from the voice input terminal 3 may be attached to the electronic device to indirectly connect to the network N via the recording medium. The voice input terminal 3 may be built in a device such as a multifunction peripheral and connected to the network N via a LAN or the like to which the device is connected. Further, the voice input terminal 3 may be built in a telephone such as a call center for dealing with customers, a PC, or the like.

The voice input terminal 3 is used by an employee such as CE to record a conversation with a customer. For example, it is used when an employee visits a customer's office or the like to introduce, maintain, or negotiate a device. Further, the voice input terminal 3 may be used in a place other than the customer's office.

The voice input terminal 3 transmits the voice data in which the customer's remarks are recorded to the cloud system 2 via the network N in response to an instruction from the user of the voice input terminal 3 or an acquisition request from the cloud system 2. ..

The service provider terminal 4 is a terminal used by a third party, such as a partner company, which performs other business different from the business of the company. This third party is, for example, a network management company that manages the network of the customer's office, an air conditioning facility company that manages the air conditioning system of the customer's office, or the like. Hereinafter, this third party is referred to as a service provider.

The service provider terminal 4 is an electronic device having a display unit and an operation unit such as a PC, a smartphone, and a tablet terminal, and is connected to the network N by wire or wirelessly. The service provider can use the “customer request information market” provided by the cloud system 2 by operating the service provider terminal 4. In the customer requirement information market, the service provider can browse customer requirement information, purchase detailed information, propose services to customers, and perform operations such as contracts. The customer request information is information in which troubles and the like that the customer has made are converted into data.

The customer terminal 5 is a terminal installed in a customer's office or the like and used by the customer. The customer terminal 5 is an electronic device having a display unit and an operation unit such as a PC, a smartphone, and a tablet terminal, and is connected to the network N by wire or wirelessly. By operating the customer terminal 5, the customer can use the “customer request information market” provided by the cloud system 2. In the customer requirement information market, the customer can browse, withdraw his/her customer requirement information, and make a contract for the service provided by the service provider.

<Hardware configuration>
The cloud system 2, the voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are realized by, for example, a computer (information processing device) having the hardware configuration shown in FIG. FIG. 2 is a hardware configuration diagram of an example of a computer.

The computer 500 includes an input device 501, a display device 502, an external I/F 503, a RAM 504, a ROM 505, a CPU 506, a communication I/F 507, an HDD 508, etc., which are interconnected by a bus B. The input device 501 and the display device 502 may be connected and used when necessary.

The input device 501 includes a keyboard, a mouse, a touch panel, etc., and is used by the user to input each operation signal. The display device 502 includes a display and the like, and displays the processing result by the computer 500.

The communication I/F 507 is an interface that connects the computer 500 to various networks. Accordingly, the computer 500 can perform data communication via the communication I/F 507.

The HDD 508 is an example of a non-volatile storage device that stores programs and data. The stored programs and data include an OS that is basic software that controls the entire computer 500, application software that provides various functions on the OS (hereinafter simply referred to as an application), and the like. The computer 500 may use an SSD (Solid State Drive) instead of the HDD 508.

The external I/F 503 is an interface with an external device. The external device includes a recording medium 503a and the like. Accordingly, the computer 500 can read and/or write the recording medium 503a via the external I/F 503. The recording medium 503a includes a flexible disk, CD, DVD, SD memory card, USB memory and the like.

The ROM 505 is an example of a non-volatile semiconductor memory (storage device) that can retain programs and data even when the power is turned off. The ROM 505 stores programs and data such as a BIOS executed when the computer 500 is started, OS settings, and network settings. The RAM 504 is an example of a volatile semiconductor memory (storage device) that temporarily holds programs and data.

The CPU 506 reads the program and data from the storage device such as the ROM 505 and the HDD 508 onto the RAM 504 and executes the processing, so that the cloud system 2, the voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are stored in the computer 500. Various processes are executed depending on the hardware configuration.

In the case of the voice input terminal 3, the computer 500 includes a microphone that acquires voice, a speaker that outputs voice, and the like. The microphone and the speaker may be connected to the computer 500 as an external device via the external I/F 503.

Further, the cloud system 2 may be realized by a plurality of computers 500 or a virtual environment.

<Functional configuration>
≪Voice input terminal≫
The voice input terminal 3 is composed of, for example, the functional blocks shown in FIG. FIG. 3 is a diagram illustrating functional blocks of the voice input terminal 3.

The voice input terminal 3 realizes the input reception unit 31, the display control unit 32, the voice data generation unit 33, and the voice data storage unit 34 by executing the processing based on the program. The input receiving unit 31 receives an input from a user operation such as a touch panel touch operation or a keyboard input operation from the input device 501. The display control unit 32 controls display on the display device 502.

The voice data generation unit 33 generates voice data based on the signal collected by the microphone. The voice data storage unit 34 stores the voice data generated by the voice data generation unit 33. The voice data generation unit 33 also has a function as a voice data transmission unit that transmits voice data to the cloud system 2.

The input receiving unit 31 and the display control unit 32 may be realized by installing a Web browser on the voice input terminal 3. In this case, the screen information for display is provided from the cloud system 2.

≪Service provider terminal and customer terminal≫
The service provider terminal 4 and the customer terminal 5 are composed of, for example, the functional blocks shown in FIG. FIG. 4 is a diagram illustrating functional blocks of the service provider terminal 4 and the customer terminal 5.

The service provider terminal 4 and the customer terminal 5 realize the input reception unit 41 and the display control unit 42 by executing the processing based on the program. The input receiving unit 41 receives an input from a user operation such as a touch panel touch operation or a keyboard input operation from the input device 501. The display control unit 42 controls the display on the display device 502.

The input reception unit 41 also has a function as an input operation information transmission unit that transmits the received input operation information to the cloud system 2.

The input receiving unit 41 and the display control unit 42 may be realized by installing a Web browser on the voice input terminal 3. In this case, the screen information for display is provided from the cloud system 2.

≪Cloud system≫
The cloud system 2 is composed of, for example, the functional blocks shown in FIG. FIG. 5 is a diagram illustrating functional blocks of the cloud system 2.

The cloud system 2 implements an application 21, an API (Application Programming Interface) 22, a voice recognition processing unit 23, a customer request information extraction unit 24, and a database 25 by executing processing based on a program. The application 21 uses the management unit in the API 22 to perform processing such as searching, referring to, and updating the database 25.

The application 21 includes a voice input application 211 and a customer request information market application 212. The voice input application 211 is a Web application that provides a user interface (UI) to the voice input terminal 3 when the voice input terminal 3 is a smartphone or a tablet terminal. The voice input application 211 also receives voice data transmitted from the voice input terminal 3.

The customer request information market application 212 provides the service provider terminal 4 with a graphical user interface (GUI) for displaying a customer request information list screen, which will be described later, and for searching, browsing, purchasing information, and entering contract information. It is a web application that The customer request information market application 212 also provides the customer terminal 5 with a UI for displaying a customer request information list screen, browsing proposals, and entering contract information. Further, the customer request information market application 212 receives the input information based on the input operation from the service provider terminal 4 and the customer terminal 5.

Information purchase means that the service provider purchases the customer request information on the cloud system 2. The contract means that the service provider offers the service to the customer based on the purchased customer request information, and then provides the service to the customer as a result of the customer's agreement with the proposal. Means a contract for receiving consideration for the provision of services. The contract information includes the contract date and the contract amount. Here, the service includes sales of products such as equipment as well as maintenance and inspection.

The API 22 includes a voice information management unit 221, a conversation information management unit 222, a customer request information management unit 223, a user information management unit 224, a deposit/withdrawal information management unit 225, a device information management unit 226, and employee information. The management unit 227, the reward information management unit 228, and the contract information management unit 229 are included.

The voice information management unit 221 registers the voice data received by the voice input application 211 in the database 25. The voice information management unit 221 also searches, acquires, deletes voice data from the database 25.

The conversation information management unit 222 registers the conversation information (including the utterance information) generated by the voice recognition processing unit 23, which will be described later, in the database 25. In addition, the conversation information management unit 222 searches, acquires, deletes conversation information from the database 25.

The customer request information management unit 223 registers the customer request information extracted by the customer request information extraction unit 24, which will be described later, in the database 25. Further, the customer request information management unit 223 searches, acquires, deletes customer request information from the database 25. Further, the customer request information management unit 223 receives a status change request (detailed information disclosure, proposal start, contract completion) for the customer request information.

The user information management unit 224 registers the user information in the database 25. The user information management unit 224 also searches, acquires, and deletes user information in the database 25. Here, the user information includes the information on the customer and the service provider described above.

The deposit/withdrawal information management unit 225 registers deposit/withdrawal information for users (customers and service providers) in the database 25. Further, the deposit/withdrawal information management unit 225 searches, acquires, and deletes deposit/withdrawal information with respect to the database 25. Here, the deposit/withdrawal information is information representing the amount of deposit/withdrawal when the customer and the service provider buy and sell the information.

The device information management unit 226 registers the device information of each device owned by the customer in the database. Further, the device information management unit 226 searches, acquires, and deletes device information in the database 25.

The employee information management unit 227 registers the employee information in the database 25. The employee information management unit 227 also searches, acquires, deletes employee information from the database 25. Here, the employee information is information about an employee (CE or the like) who is the acquirer of the customer request information.

The reward information management unit 228 registers the reward information in the database 25. The reward information management unit 228 also searches, acquires, deletes reward information from the database 25. Here, the remuneration information is information representing the remuneration (for example, salary) to the employee for the service provider purchasing the information.

The contract information management unit 229 registers the above contract information in the database 25. Further, the contract information management unit 229 searches the database 25 for contract information, acquires, deletes, and the like.

The voice recognition processing unit 23 analyzes the voice data registered in the database 25, converts it into text data, and registers it in the database 25 as conversation information (including speech information). The conversation information is information included in the conversation between the customer and the employee. The utterance information is information in which conversation information is specified and extracted for each speaker (customer and employee). That is, the conversation information includes a plurality of utterance information.

The customer request information extraction unit 24 extracts the customer request information by analyzing the conversation information (including the statement information) registered in the database 25 and registers it in the database 25. The customer request information extraction unit 24 is composed of, for example, artificial intelligence (AI) that enables natural language processing (syntax analysis, context analysis, semantic analysis, etc.). Extracts information (customer request information) about troubles of. Examples of the troubles include troubles and failures of devices in the office, decrease in network speed, increase in the number of received fake emails including malware, malfunction of air conditioners, and the like.

Note that it is preferable to apply a technology related to machine learning including deep learning to the customer request information extraction unit 24 in order to improve the extraction accuracy of the customer request information. As learning data in this case, in addition to already existing data such as data obtained by CE or call center, text data such as maintenance records, sales records, etc. It is better to use the teacher data that extracted the request.

The database 25 is an information storage unit that stores the various types of information described above.

<Data structure>
FIG. 6 is a diagram illustrating a data structure in the database 25. As shown in FIG. 6, user information, deposit/withdrawal information, device information, employee information, reward information, voice data, conversation information, utterance information, customer request information, and contract information are registered in the database 25. "1" and "n" attached near the line connecting the information (entities) represent the multiplicity. n means 1 or more. For example, when the information A side is “1” and the information B side is “n”, there is a 1:n relationship between the information A and the information B.

The user information has items such as a user ID, a password, a user classification, a user name, an address, a telephone number, a mail address, the number of employees, a business type, and a deposit/withdrawal account ID. The user ID is unique identification information registered for each user. The password is a code for authenticating the user. The user classification is classification information for distinguishing whether the user is a customer or a service provider. The user name, address, telephone number, email address, number of employees, and industry are additional information about the user. The deposit/withdrawal account ID is account identification information of a bank or the like for depositing/withdrawing.

The deposit/withdrawal information includes deposit/withdrawal ID, user ID, registration date, deposit/withdrawal classification, deposit/withdrawal amount, and the like. The deposit/withdrawal ID is identification information for identifying a plurality of deposit/withdrawal information. The user ID corresponds to the user ID of the user (customer or service provider) included in the user information. The registration date represents the date when the deposit/withdrawal information is registered in the database 25. The deposit/withdrawal classification is classification information for distinguishing whether the payment is a payment or a withdrawal. The deposit/withdrawal amount is the amount of money to deposit or withdraw to/from the user's account.

The device information has items such as a device ID, a user ID, a device type, a model name, and an installation date. The device ID is unique identification information attached to each device owned by the customer. The user ID corresponds to the user ID of the user (customer) included in the user information. The device type is information indicating the type of device. The model name is the name given to the device. The installation date represents the date when the device was installed in the customer's office or the like.

The employee information has items such as an employee ID, a password, an employee name, a department name, a mail address, and an account ID. The employee ID is unique identification information registered for each employee. The password is a code for authenticating the employee. The employee name, department name, and email address are additional information about the employee. The account ID is account identification information of a bank or the like for depositing a reward (salary or the like).

The reward information has items such as a reward information ID, an employee ID, a registration date, and a reward amount. The reward information ID is identification information for identifying a plurality of reward information. The employee ID is unique identification information registered for each employee. The registration date represents the date when the reward information was registered in the database 25. The remuneration amount is the amount of remuneration paid to the employee's account.

The voice data has voice data ID, user ID, acquisition date and time, employee ID, file path, and the like as items. The voice data ID is identification information for identifying a plurality of voice data. The user ID corresponds to the user ID of the customer who acquired the voice data. The acquisition date and time represents the date and time when the voice data was acquired. The employee ID is an employee ID corresponding to the employee who acquired the voice data. The file path is a character string that represents the location of a file containing audio data.

The conversation information ID has items such as a conversation information ID, a user ID, an acquisition date and time, and voice data ID. The conversation information ID is identification information for identifying a plurality of conversation information. The user ID is a user ID corresponding to the customer who acquired the conversation information. The acquisition date and time represents the date and time when the voice data was acquired. The voice data ID is a voice data ID corresponding to the voice data of the generation source of the conversation information generated by the voice recognition processing unit 23.

The utterance information has utterance information ID, conversation information ID, speaker type, and utterance content as items. The utterance information ID is identification information for identifying a plurality of utterance information. The conversation information ID is a conversation information ID corresponding to the conversation information of the generation source of the utterance information by the voice recognition processing unit 23. The speaker type is information for identifying the type of speaker (customer or employee). The utterance content is text data representing the utterance content in characters.

The customer request information has items such as a customer request information ID, a user ID, a registration date, a conversation information ID, a customer request outline, a state, and the number of times detailed information is browsed. The customer request information ID is identification information for identifying a plurality of customer request information. The user ID is a user ID corresponding to the customer whose customer request information is extracted by the customer request information extraction unit 24. The registration date represents the date when the customer request information was registered in the database 25. The conversation information ID is a conversation information ID corresponding to the conversation information of the generation source that generated the customer request information by the customer request information extraction unit 24.

The customer request outline is text data that represents the outline of the customer request information in characters. The status is information indicating the status of the customer request information handled by the customer request information market application 212. The detailed information browsing frequency indicates the number of times (count value) the detailed information of the customer request information is browsed by the service provider terminal 4 by the service provider.

<Functional structure of customer request information market application>
FIG. 7 is a diagram showing an example of functional blocks of the customer request information market application 212. The customer request information market application 212 includes a GUI control unit 300, a transmission/reception control unit 301, a state control unit 302, a browsing number counting unit 303, a deposit/withdrawal control unit 304, and the like.

The GUI control unit 300 is an operation display control unit that performs GUI control including display of various screens, reception of input operations, and the like on the service provider terminal 4 and the customer terminal 5 in cooperation with the API. The transmission/reception control unit 301 controls transmission/reception of information to/from the service provider terminal 4 and the customer terminal 5. The state control unit 302 controls the state change of the customer request information based on the operation signals from the service provider terminal 4 and the customer terminal 5.

The browsing number counting unit 303 counts the number of browsing of detailed information. The browsing frequency counting unit 303 counts the number of users (service providers) who have browsed the detailed information. When counting the number of browsing times, the browsing number counting unit 303 uses the customer request information management unit 223 of the API 22 to perform a process of increasing the number of detailed information browsing in the database 25 by one. The deposit/withdrawal control unit 304 performs deposit/withdrawal control for distributing an information providing fee, which will be described later, paid by the service provider, to employees and customers.

<State transition of customer request information>
Next, the state transition of the customer request information will be described. FIG. 8 is a diagram showing an example of state transition of customer request information.

The customer request information can have three types of states: “registered”, “proposing”, and “withdrawn”. Under the control of the state control unit 302, each state transits in accordance with an action made by operating the service provider terminal 4 or the customer terminal 5.

FIG. 9 is a diagram illustrating an example of a correspondence relationship between “state” and “possible action”. Similar service request information list screens are displayed on the service provider terminal 4 and the customer terminal 5, but the possible actions are different. Further, the customer request information list screen of the service provider terminal 4 displays the customer request information of all the registered customers, but only the customer request information of the customer is displayed on the customer request information list screen of the customer terminal 5. Is displayed.

On the customer request information list screen displayed on the service provider terminal 4, the service provider who uses the service provider terminal 4 proposes a service to the customer in the “proposing” state. It is displayed separately when the service is provided and when another service provider (other) provides the service to the customer. Similarly, also in the “proposing” state, when the service provider himself/herself who uses the service provider terminal 4 is proposing a service to the customer, and when another service provider (other) is the customer. Is displayed separately from when the service is performed.

The service provider terminal 4 and the customer terminal 5 are similar terminal devices such as a PC, and the GUI control unit 300 is a service provider or a customer based on the user ID that logs in to the customer request information market. By determining, the display content of the screen is changed. In this embodiment, for convenience, the terminal that the service provider logs in and uses is referred to as the service provider terminal 4, and the terminal that the customer logs in and uses is referred to as the customer terminal 5.

Hereinafter, the state transition of the customer request information will be described with reference to the state transition diagram shown in FIG. 8 and various screens shown in FIGS.

In the registration state shown in FIG. 8, after the voice data is received by the voice input application 211 and the voice data is analyzed by the voice recognition processing unit 23, the customer request information extracted by the customer request information extracting unit 24 is stored in the database 25. It is the registered initial state.

When the customer request information is registered in the database 25, the transmission/reception control unit 301 controls to send a registration completion notification to the customer terminal 5 by e-mail or the like. FIG. 10 is a diagram showing an example of an electronic mail transmitted to the customer terminal 5. The electronic mail displays a message that the customer's request information is registered in the customer request information market, a link that allows the customer to view the request information on the customer request information market, and the like. By operating the customer terminal 5 and clicking on the link, the customer can browse the customer request information on the customer request information list screen of the customer request information market described later.

Further, it is possible to set conditions in advance by the service provider terminal 4, and the transmission/reception control unit 301 notifies the service provider terminal 4 that the customer request information satisfying the condition is registered in the database 25. The control of transmitting the registration completion notification similar to that in FIG. 10 may be performed by e-mail or the like.

FIG. 11 is a diagram showing an example of a login screen displayed on the service provider terminal 4 or the customer terminal 5 by the GUI control unit 300. The service provider or the customer logs in to the customer request information market provided by the cloud system 2 by entering the user ID and the password based on the login screen displayed on the service provider terminal 4 or the customer terminal 5. You can

FIG. 12 is a diagram showing an example of a customer request information list screen displayed on the service provider terminal 4 by the GUI control unit 300 after login. On the customer request information list screen, registration date, status, customer request summary, possible actions, etc. are displayed in association with the customer request information ID. Possible actions are displayed according to the correspondence shown in FIG. Links for transition to various screens are embedded in the text displayed in the column of possible actions. In addition, a link for transitioning to the detailed information screen is embedded in the customer request information ID. The various requests shown in FIG. 8 correspond to the click operation of the link portion in the customer request information list screen.

The service provider can browse the first detailed information by performing a click operation (information browsing request) on the customer request information ID corresponding to the registration state using the service provider terminal 4.

FIG. 13 is a diagram showing an example of a display screen of the first detailed information displayed on the service provider terminal 4 by the GUI control unit 300. On the display screen of the first detailed information, customer request information ID, registration date, state, customer request outline, number of times detailed information is browsed, type of business, address, number of employees, urgency, conversation information, device information and the like are displayed. The number of detailed information browses is the number of times the first detailed information is browsed by clicking on the customer request information ID corresponding to the registration state.

Each time the service provider makes a browsing request for the first detailed information, the browsing frequency counting unit 303 counts the browsing frequency. At this time, the deposit/withdrawal information management unit 225 registers the information provision fee for browsing the first detailed information in the database 25.

On the display screen of the first detailed information, the information that can identify the customer such as the customer name, telephone number, and mail address is hidden and not displayed. In addition, the address is roughly displayed up to prefectures and municipalities. As a result, the service provider cannot determine the detailed address of the customer, but can determine whether or not the area is where the service can be provided.

Also, on the display screen of the first detailed information, a link for downloading the outline of the conversation information and a link for downloading the device information held by the customer are displayed. The conversation information that can be downloaded on the display screen of the first detailed information is a text file that extracts a statement necessary to understand the customer request, and does not include information that can identify the customer. The device information includes model information and the number of units of each model.

The service provider can determine whether or not to purchase the second detailed information including more detailed information than the first detailed information by browsing the display screen of the first detailed information.

On the customer terminal 5, the GUI control unit 300 displays a customer request information list screen similar to that shown in FIG. When the customer has already solved the problem, the customer operates the customer terminal 5 and performs a click operation (withdrawal request) of “withdrawal” displayed in the column of possible actions to meet the corresponding customer request. Information can be withdrawn. This withdrawal request is also reflected on the customer request information list screen of the service provider terminal 4. When a withdrawal request is made, the state of the customer request information changes to "withdrawal", and thereafter, the service provider and the customer cannot perform any action (request).

The service provider purchases more detailed second detailed information by performing a click operation (information purchase request) of “purchase information” displayed in the column of possible actions on the display screen of the first detailed information. You can browse. When this information purchase request is made, the deposit/withdrawal information management unit 225 registers an information provision fee (information purchase fee) for browsing the second detailed information in the database 25. As a result, the state of the customer request information changes to "proposing". In the proposed state, the GUI control unit 300 does not accept the information purchase request (request for providing the second detailed information) from another service provider and rejects it.

Further, when the service provider purchases information and the state of the customer request information changes to “proposing”, the transmission/reception control unit 301 notifies the customer that the service provider has a suggestion. Control to transmit to the terminal 5 by e-mail or the like is performed.

FIG. 14 is a diagram showing an example of an electronic mail transmitted to the customer terminal 5. In the e-mail, the fact that the requested information of the customer was purchased by the service provider, the name of the service provider, the person in charge, the email address, the link that enables the requested information to be viewed on the customer requested information market, etc. Is displayed. By clicking the link on the customer terminal 5, the customer can browse the customer request information on the customer request information list screen, which will be described later, on the customer request information market.

FIG. 15 is a diagram showing an example of a display screen of second detailed information displayed by purchasing information. The second detailed information display screen includes customer request information ID, registration date, status, customer request summary, detailed information browsing frequency, customer name, industry type, address, telephone number, email address, number of employees, urgency, conversation information. , Device information, etc. are displayed. The number of times detailed information has been viewed is the number of times the first detailed information has been viewed by the service provider (including others). As a result, the service provider can recognize the presence or absence of a competitor.

The urgency is a level (high, medium, low) representing the urgency to deal with each customer's trouble. The urgency level is information extracted by the customer request information extraction unit 24 based on the conversation information. For example, the degree of urgency is judged based on the customer's conversation expression and tone.

In the second detailed information, in addition to the item of the first detailed information, the number of viewed users, customer name, telephone number, and mail address are added. Thereby, the service provider can specify the customer.

The customer name, telephone number, and email address are customer detailed information for identifying the customer. The service provider can directly contact the customer by referring to the customer detailed information and propose a service based on the customer request information.

Further, in the second detailed information, the conversation information includes a link for downloading a full-text text file of the conversation information and a link for downloading voice data. By downloading these files, the service provider can grasp the customer request information in more detail and propose the optimum service to the customer.

In the status column of the customer request information list screen, a case where the service provider himself is making a proposal and a case where another service provider (another person) is making a proposal are displayed separately.

When the service provider is proposing a service, the service provider makes a suggestion by clicking "Proposal end (contract not established)" or "Proposal end (contract established)" to be displayed in the column of possible actions. Can be terminated.

"Proposal end (contract not established)" is an action taken when the service provider and the customer enter into a contract without reaching a contract and the service provider ends the service proposal. Further, "end proposal (contract establishment)" is an action taken when a contract is established between the service provider and the customer and the service provider ends the service proposal.

When the service provider makes a "proposal end (contract unsuccessful) request", the status of the customer request information transits to "registration" and the status column display returns to "registration". In addition, when the customer who receives the notification such as the e-mail shown in FIG. 10 makes a proposal refusal request, the status of the customer request information changes to “registration”, and when the customer makes a withdrawal request, the customer request information. State changes to "withdraw".

On the other hand, when the service provider makes a “proposal end (contract establishment) request”, the GUI control unit 300 causes the service provider terminal 4 to display the contract information input screen.

FIG. 16 is a diagram showing an example of the contract information input screen. As shown in FIG. 16, the contract information input screen displays customer request information ID, customer name, address, telephone number, and the like. Further, on the contract information input screen, a contract date input box, a contract amount input box, a registration button, etc. are displayed.

When the service provider inputs the contract date and contract amount of the contract made with the customer in the input boxes and clicks the registration button (contract information registration request), the contract information management unit 229 causes the contract The contract information including the date and the contract amount is registered in the database 25. When the contract information is registered, the state of the customer request information transits to "contracted" and the display in the status column becomes "contracted".

In the status column of the customer request information list screen, a case where the service provider himself makes a contract and a case where another service provider (another person) makes a contract are displayed separately.

When the service provider makes a contract with the customer, the service provider displays the contract content on the service provider terminal 4 by performing a click operation of “display contract content” displayed in the column of possible actions. be able to.

It should be noted that the state control unit 302 may transition the state to “registration” after a certain period of time elapses without changing the state after the state of the customer request information transits to “proposing”. Further, when the state of the customer request information changes to “withdrawal”, the GUI control unit 300 may hide each item of the customer request information.

Further, the GUI control unit 300 may display an operation confirmation screen when the customer or the service provider performs a click operation for making the above various requests. FIG. 17 is a diagram showing an example of the operation confirmation screen. A confirmation message, an OK button, and a cancel button are displayed on the operation confirmation screen. The operator (customer or service provider) can execute the requested operation (action) by clicking the OK button, and can cancel the requested operation by clicking the cancel button.

FIG. 18 is a diagram showing an example of a confirmation message displayed on the operation confirmation screen. FIG. 18 shows the correspondence between the confirmation message, the status of the operator, the customer request information, and the requested operation. The GUI control unit 300 displays a confirmation message on the operation confirmation screen based on the correspondence shown in FIG. 18 when the operator performs the various requested operations described above. Note that the GUI control unit 300 does not display the operation confirmation screen when the requested operation that does not correspond to the correspondence shown in FIG. 18 is performed.

<Payment/withdrawal control>
Next, the deposit/withdrawal control by the deposit/withdrawal control unit 304 will be described.

The deposit/withdrawal control unit 304 controls the deposit/withdrawal information management unit 225 and the reward information management unit 228 to register the deposit/withdrawal information and the reward information in the database 25 when a predetermined request operation is made by the service provider. I do.

FIG. 19 is a diagram showing an application example of a deposit/withdrawal rule according to a requested operation. As shown in FIG. 19, the deposit/withdrawal rule has items such as a deposit/withdrawal target, an operator, a required operation (action), a deposit/withdrawal classification, an amount, and a classification. The deposit/withdrawal control unit 304 controls the registration of the deposit/withdrawal amount based on the deposit/withdrawal rule.

The deposit/withdrawal rule is held by the cloud system 2 as a parameter and is stored in, for example, the database 25. The parameters of the deposit/withdrawal rule include, for example, a unit price for browsing information (for example, 100 yen), a unit price for purchasing information (for example, 5000 yen), and a commission rate (for example, 2%) at the time of contract establishment. Further, as parameters of the deposit/withdrawal rule, for example, the distribution amount to the customer for information browsing (for example, 50 yen), the distribution amount to the customer for information purchasing (for example, 2000 yen), and the distribution amount to the employee for information browsing ( For example, 30 yen), the amount of distribution to employees for information purchase (for example, 2000 yen), and the distribution rate of the commission at the time of contract establishment to employees (for example, 50%) are included.

<<When requesting information browsing>>
When the service provider makes an information browsing request for browsing the first detailed information, the deposit/withdrawal control unit 304 charges an information providing fee (information browsing fee) of 100 yen to the account of the service provider. Deposit/withdrawal information indicating that the withdrawal is to be registered in the database 25. Further, at this time, the deposit/withdrawal control unit 304 registers deposit/withdrawal information in the database 25, which indicates that 50 yen is deposited as an information providing fee to the customer's account. Further, at this time, the deposit/withdrawal control unit 304 registers, in the database 25, reward information indicating that 30 yen is to be deposited as a reward for the employee's account.

In this way, when the service provider requests information browsing, the amount paid by the service provider is distributed to the customer who provided the information and the employee who acquired the information. The remaining amount of 20 yen is distributed to the system administrator.

<<When requesting information purchase>>
When the service provider makes an information purchase request for purchasing the second detailed information, the deposit/withdrawal control unit 304 charges an information provision fee (information purchase fee) of 5000 yen to the account of the service provider. Deposit/withdrawal information indicating that the withdrawal is to be registered in the database 25. At this time, the deposit/withdrawal control unit 304 also registers deposit/withdrawal information in the database 25, which indicates that 2000 yen is to be deposited as the information providing fee to the customer's account. Further, at this time, the deposit/withdrawal control unit 304 registers, in the database 25, reward information indicating that 2000 yen is to be deposited as a reward for the employee's account.

In this way, when the service provider requests information purchase, the amount paid by the service provider is distributed to the customer who provided the information and the employee who acquired the information. The remaining amount of 1000 yen is distributed to the system administrator.

≪At the time of requesting the end of the proposal (contract establishment)≫
When the service provider makes a request to end the proposal (contract establishment), the deposit/withdrawal control unit 304 deposits/dispenses information indicating that the contract establishment fee of 10000 yen is to be dispensed to the service provider's account. Are registered in the database 25. Further, at this time, the deposit/withdrawal control unit 304 registers, in the database 25, reward information indicating that 5000 yen is to be deposited as a reward for the employee's account.

In this way, when the service provider requests the end of the proposal (contract establishment), a part of the amount paid by the service provider is distributed to the employees. The remaining amount of 5000 yen is distributed to the system administrator. The deposit/withdrawal control unit 304 determines the contract formation fee and the employee's remuneration according to the contract amount input on the contract information input screen. For example, in the above example, when the contract money is 500,000 yen, 2% is the contract formation fee and 1% is the remuneration.

In each of the above cases, a part of the amount is distributed to the system administrator, but the distribution to the system administrator is not essential.

The actual deposit/withdrawal process for each account is executed by a backbone system other than the cloud system 2.

In the example shown in FIG. 19, the information providing fee paid by the service provider when the information purchase request is made is a fixed amount, but it may be changed according to the estimated amount. For example, before the information purchase request, it is possible to input the estimated amount for the information purchase or upload a copy of the estimate, and determine the information providing fee according to the estimated amount.

As described above, in the cloud system 2 of the present embodiment, the customer request information acquired by the employee from the customer is provided to the service provider, and the information providing fee paid by the service provider is distributed to the customer and the employee. , Customer demand information is effectively used and profits are circulated. As a result, the customer not only obtains a service for solving troubles and the like from the service provider, but also returns a part of the information providing fee. Further, the employee is rewarded for acquiring the customer request information, and the willingness to acquire the customer request information is improved.

<Contract payment collection service>
In the above-described embodiment, the service provider directly bills the customer for the contract money, not through the cloud system 2, but the cloud system 2 may be configured to collect the contract money on behalf of the customer. In this case, for example, it is preferable that a copy of the contract can be uploaded on the contract information input screen described above.

FIG. 20 is a diagram showing an application example of the deposit/withdrawal rule in the case of enabling the proxy collection of contract money. The deposit/withdrawal rule shown in FIG. 20 is different from the deposit/withdrawal rule shown in FIG. 19 only when the service provider makes a request to end the proposal (contract establishment).

In the example shown in FIG. 20, when the service provider issues a request to end the proposal (contract establishment), the deposit/withdrawal control unit 304 withdraws 500,000 yen as the contract deposit to the customer's account. The deposit/withdrawal information indicating the is registered in the database 25. Further, at this time, the deposit/withdrawal control unit 304 registers deposit/withdrawal information in the database 25, which indicates that 480,000 yen is deposited as a contract deposit into the account of the service provider. Here, the deposit amount to the service provider is 20,000 yen, which is equivalent to 4% of the contract amount of 500,000 yen, as a commission.

Then, the deposit/withdrawal control unit 304 further registers, in the database 25, reward information indicating that 5000 yen is to be deposited as a reward for the employee's account.

In this way, when the cloud system 2 performs the contract collection of the contract money on behalf of the customer, the contract money paid by the customer is deducted from the commission when the money is deposited into the account of the service provider, and a part of this commission is used as a reward. Distribute to employees. The rest of the fee (15,000 yen) is distributed to the system administrator.

<Customer request information registration sequence>
The sequence of registering customer request information in the database will be described below. FIG. 21 is a diagram showing an example of a registration sequence of customer request information.

As shown in FIG. 21, the voice data acquired by the voice input terminal 3 is transmitted to the voice input application 211 in the cloud system 2 via the network N (step S1). A user ID representing a customer and an employee ID are attached to this voice data.

When the voice input application 211 receives the voice data, the voice data is attached to the voice data with the acquisition date and time and transmitted to the voice information management unit 221 (step S2). The voice information management unit 221 transmits the voice data received by the voice input application 211 to the database 25 (step S3) and registers the voice data (step S4). When the voice data is registered, the database 25 transmits the corresponding voice data ID to the voice input application 211 via the voice information management unit 221 (steps S5 and S6).

Next, the voice recognition processing unit 23 acquires the user ID and voice data ID of the target customer from the voice input application 211 (step S7), and acquires voice data corresponding to the acquired voice data ID from the database 25 ( Steps S8-10). When the speech recognition processing unit 23 generates the conversation information based on the acquired voice data, the speech recognition processing unit 23 registers the conversation information in the database 25 (steps S11 and S12), and receives the conversation information ID corresponding to the registered conversation information from the database 25. Yes (step S13).

Next, steps S14 to S17 are a loop process for extracting a plurality of utterance information from the conversation information. In step S14, the voice recognition processing unit 23 analyzes the voice data and converts it into text data. In step S15, the utterance information is extracted for each speaker by identifying the speaker from the text data of the conversation information. In steps S16 and S17, the extracted utterance information is registered in the database 25. In step S18, the database 25 transmits the utterance information ID corresponding to the registered utterance information to the voice recognition processing unit 23.

When the speech recognition processing unit 23 finishes extracting all the utterance information for one conversation information, it transmits the conversation information ID to the voice input application 211 (step S19).

Next, the customer request information extraction unit 24 acquires the user ID and the conversation information ID of the target customer from the voice input application 211 (step S20), and acquires the conversation information corresponding to the acquired conversation information ID from the database 25. (Steps S21 to S23). Next, the customer request information extraction part 24 acquires the statement information corresponding to the acquired conversation information from the database 25 (steps S24 to S26).

Then, the customer request information extraction unit 24 analyzes the acquired statement information (step S27), creates customer request information (step S28), and registers it in the database 25 (steps S29 to S30). The database 25 transmits the customer request information ID corresponding to the registered customer request information to the voice input application 211 or the like via the customer request information extraction unit 24 (steps S31 and S32).

<Modification>
In the above embodiment, the list of customer request information is displayed on the customer request information list screen, but a search function and a sort function may be provided. Also, according to the service provider's type of business, address, etc., an automatic sort function that displays customer information suitable for the service provider at the top, and filtering that extracts and displays only customer information suitable for the service provider A function may be provided.

In addition, the device information displayed in the first detailed information and the second detailed information is information acquired in conjunction with the system that monitors the device state, and includes the device state, failure history, performance profiling result, and the like. It may be one.

Further, the remuneration given to the employee does not have to be money, and may be an evaluation value (business performance etc.) or points of the employee in an organization such as a company to which the employee belongs. That is, the reward information is not limited to money, and represents information about incentives to be given to the employee who is the acquirer of the customer request information. The reward in the above embodiment is an example of incentive, and the reward information is an example of incentive information. The employee is an example of a person who acquires the customer request information.

The present invention is not limited to the requirements shown in the above embodiments. With respect to these points, the gist of the present invention can be modified within a range that does not impair the invention, and can be appropriately determined according to the application form.

1 Information Processing System 2 Cloud System 3 Voice Input Terminal 4 Service Provider Terminal 5 Customer Terminal 21 Application 23 Voice Recognition Processing Section 24 Customer Request Information Extraction Section 25 Database 31 Input Reception Section 32 Display Control Section 33 Voice Data Generation Section 34 Voice Data Storage unit 41 Input reception unit 42 Display control unit 211 Voice input application 212 Customer request information market application 221 Voice information management unit 222 Conversation information management unit 223 Customer request information management unit 224 User information management unit 225 Deposit/withdrawal information management unit 226 Device information Management unit 227 Employee information management unit 228 Reward information management unit 229 Contract information management unit 300 GUI control unit 301 Transmission/reception control unit 302 Status control unit 303 Viewing count counting unit 304 Deposit/withdrawal control unit 305 Distribution unit

JP, 2005-108997, A

Claims (11)

An information storage unit in which information including customer request information acquired from a customer is registered,
A list screen of the customer request information is provided to a service provider terminal used by a service provider that provides the service to the customer, and first detailed information of the customer request information according to an operation of the service provider terminal. And an operation display control unit that provides
A deposit/withdrawal control unit for controlling registration of deposit/withdrawal information in the information storage unit,
The deposit/withdrawal control unit indicates that the operation display control unit withdraws the information providing fee from the account of the service provider when the operation display control unit provides the first detailed information to the service provider terminal. Information for registering information, deposit/withdrawal information indicating depositing an information providing fee to the customer's account, and incentive information indicating giving an incentive to the acquirer of the customer request information in the information storage unit Processing system. The operation display control unit provides second detailed information including more detailed information than the first detailed information according to an operation of the service provider terminal,
The deposit/withdrawal control unit indicates that the operation display control unit withdraws the information providing fee from the account of the service provider when the operation display control unit provides the second detailed information to the service provider terminal. The information processing system according to claim 1, wherein information, deposit/withdrawal information indicating that an information providing fee is deposited in the customer's account, and the incentive information are registered in the information storage unit. The information processing system according to claim 2, wherein the first detailed information does not include information that specifies the customer, and the second detailed information includes information that specifies the customer. The said operation display control part refuses the provision request of the said 2nd detailed information to another service provider terminal, when the said 2nd detailed information is provided to the said service provider terminal. Information processing system. A counting unit that counts the number of times the first detailed information is provided,
The information processing system according to claim 2, wherein the second detailed information includes the number of times counted by the counting unit. A transmission/reception control unit that transmits, to the customer terminal used by the customer, a notification including that the customer request information is registered in the information storage unit and a link that enables browsing to the customer request information. The information processing system according to claim 1, which has. The operation display control unit provides the list screen to the customer terminal, and accepts a withdrawal request for the customer to withdraw the customer request information and a proposal refusal request for refusing a proposal from the service provider. Item 6. The information processing system according to item 6. The operation display control unit provides a contract information input screen to the service provider terminal to enable input of a contract amount,
The deposit/withdrawal control unit determines a contract formation fee and an incentive according to the contract fee input on the contract information input screen, and withdraws the contract formation fee from the account of the service provider. The information processing system according to claim 1, wherein the money information and the incentive information are registered in the information storage unit. The information processing system according to any one of claims 1 to 8, further comprising a customer request information extraction unit that extracts the customer request information by analyzing voice data including the speech of the customer. An information storage unit in which information including customer request information acquired from a customer is registered,
A list screen of the customer request information is provided to a service provider terminal used by a service provider that provides the service to the customer, and first detailed information of the customer request information according to an operation of the service provider terminal. And an operation display control unit that provides
A deposit/withdrawal control unit for controlling registration of deposit/withdrawal information in the information storage unit,
The deposit/withdrawal control unit indicates that the operation display control unit withdraws the information providing fee from the account of the service provider when the operation display control unit provides the first detailed information to the service provider terminal. Information for registering information, deposit/withdrawal information indicating depositing an information providing fee to the customer's account, and incentive information indicating giving an incentive to the acquirer of the customer request information in the information storage unit Processing equipment. A step of registering information including the customer request information acquired from the customer in the information storage section;
A list screen of the customer request information is provided to a service provider terminal used by a service provider that provides the service to the customer, and first detailed information of the customer request information according to an operation of the service provider terminal. And the step of providing
Controlling the registration of deposit and withdrawal information in the information storage unit,
Depositing/withdrawing information indicating that an information providing fee is withdrawn from the account of the service provider when the first detailed information is provided to the service provider terminal, and depositing the information providing fee into the account of the customer. An information processing method of registering deposit/withdrawal information indicating that and incentive information indicating that an incentive is given to the acquirer of the customer request information in the information storage unit.

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