JP4406518B2 - Voice automatic order receiving processing method, voice automatic order receiving processing apparatus, voice automatic order receiving processing program, and computer-readable medium - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a voice automatic order receiving processing method, a voice automatic order receiving processing apparatus, a voice automatic order receiving processing program, and a computer-readable medium, and is particularly suitable for application to a device that receives orders for products and inquires about inventory by telephone. .
[0002]
[Prior art]
Conventionally, it is very troublesome to arrange vouchers for diversified and diversified products, and requires labor and is easy to make mistakes. Therefore, inventory management is often performed using a computer. By performing inventory management using a computer in this way, it is possible to grasp the products to be produced while accurately managing the inventory quantity even if the prospectively produced products are once stored as inventory. In addition, since the necessary products can be produced without waste, the inventory management of the products is very important.
[0003]
Similarly, at retail stores and wholesalers, it is necessary to confirm the inventory quantity and place an order for necessary products. In this way, inventory management of merchandise can be performed quickly and accurately by using a computer.
[0004]
However, even when such inventory management is performed using a computer, the customer cannot directly check the inventory quantity of the product of the supplier. Therefore, the sales representative receives the order from the customer, checks the inventory quantity, and ships the product according to the order.
[0005]
In addition, this product is shipped via a person in charge necessary for dealing with the customer. Therefore, in the conventional system, not only a person in charge is required, but there are many mistakes due to misunderstanding of the customer's order quantity.
[0006]
In order to place an order for a product, it is natural that the supplier has a person in charge. However, even if you place an ordering call from a retail store that is open until late at night, there may be cases where the person in charge is absent and cannot be contacted.
[0007]
Therefore, it is necessary to prepare a tape in which a specific response phrase is recorded in advance by a human voice at the order receiving side, and when a call is received, a switch is turned on and a response is made to listen to an appropriate recording content.
[0008]
In recent years, with the spread and development of fax communications, the number of product ordering systems by fax is increasing.
[0009]
Therefore, it is conceivable to adopt a method of willing communication or telephone communication using a push tone signal provided in the telephone. However, in order to use it as a product ordering system, the amount of information on the order items itself is very large, and it is diverse and complicated, so it has been difficult to realize a product ordering system using a push tone signal.
[0010]
For this reason, in most cases, the ordering system for merchandise (hereinafter also including services) from retail stores to wholesale stores, which is currently in practical use, connects each other's computers with a specific line and uses this communication function. This is a system for receiving and ordering products.
[0011]
[Problems to be solved by the invention]
As described above, in the order receiving system for products using the existing telephone communication system, the response is directly or indirectly intervened by humans, but it is difficult to secure the human resources, and a method of accepting a 24-hour product order. Sales are very difficult.
[0012]
In addition, communication improves when responding directly or indirectly with human intervention. However, there is a problem that the accuracy of the orders varies due to the difference in ability of the person in charge to respond and the difference in skill level.
[0013]
Further, in the case of a product order receiving system using a fax, a customer creates a document describing the order contents and communicates this as fax image information. For this reason, although the accuracy of the information content is excellent, it is troublesome and troublesome for the customer to create a document describing the order content.
[0014]
Furthermore, in the case of a product ordering system using a computer that is currently in practical use, mechanical equipment is required on the customer side and on the order receiving side. For this reason, there is a problem in that the cost required for the mechanical equipment is high and a customer who does not have the equipment cannot use the equipment.
[0015]
Therefore, the object of the present invention is to reduce the cost for order processing and inventory inquiry over the telephone, and to prevent mistakes and to ensure that inquiries such as order processing and inventory inquiry are made. An object is to provide an automatic voice order receiving process capable of storing an inquiry history.
[0016]
[Means for Solving the Problems]
In order to achieve the above object, according to the present invention, a computer connected to a telephone receives either one of a telephone call number from a customer and a customer ID generated by converting voice by telephone. The customer name is identified based on either the calling number or the customer ID from the customer database in which the calling number, the customer ID, and the customer name are associated, and the customer is identified. The order data is generated by converting the voice data generated by converting the voice of the product name or order number issued from the order, and the order ID is automatically generated. For the additional communication items, an address is attached to the voice data generated by converting the voice, the voice data is stored in a predetermined folder of the address, and the associated The order ID, the customer ID, the address of the voice data, and the order data are registered in the order database, and when the order ID is input, the order ID is related to the order ID input from the order database. The order data is displayed on a display device, the address database is searched for the address of the voice data related to the input order ID, and the voice data related to the voice data address is accessed. The voice data for the additional contact item related to the input order ID inputted from the predetermined folder is reproduced .
[0017]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings. In all the drawings of the following embodiments, the same or corresponding parts are denoted by the same reference numerals.
[0018]
First, an automatic voice order receiving processing apparatus and processing method according to an embodiment of the present invention will be described. FIG. 1 shows the hardware configuration of an automatic voice order receiving processing apparatus according to this embodiment, and FIG. 2 shows the system configuration in a block diagram.
[0019]
As shown in FIG. 1, the hardware used in this embodiment includes a computer main body 101, a display device 102 including a display such as a CRT (Cathode Ray Tube Display) and an LCD (Liquid Crystal Display), a keyboard, and the like. An input device 206 and a headset 107 are included.
[0020]
The computer main body 101 is provided with a recording medium drive device 105. A recording medium 106 such as a CD-ROM (Compact Disc-Read Only Memory) or a DVD-ROM (Digital Versatile Disc-Read Only Memory) can be mounted on the recording medium drive device 105. The software used in this embodiment is stored in the recording medium 106 and provided.
[0021]
As shown in FIG. 2, the system configuration according to this embodiment includes an information processing unit 204 having a main memory MEM 203 centered on a CPU (Central Processing Unit) 202 on a bus 201, a hard disk It has an auxiliary storage device 205 for recording by electromagnetic action such as (HD).
[0022]
In addition, an input device 206 including a keyboard 103 and a mouse 104 is connected to the bus 201, and a voice guide unit 209 and a voice conversion unit 210 are connected.
[0023]
Software such as a CTI (Computer Telephony Integration) program provided from the recording medium 106 described above is installed in the auxiliary storage device 205 and executed by the information processing unit 204. The auxiliary storage device 205 stores a customer database and an order database.
[0024]
That is, the auxiliary storage device 205 is assigned a predetermined address so that the order ID, customer ID, voice data storage address, and order data can be stored in association with each other. Details of the execution of these software and various databases will be described later.
[0025]
Further, the bus 201 is connected to a local area network (LAN) 207 via an interface 107a. In addition, a headset 107 serving as an incoming call for receiving an inquiry from a customer is connected via the interface 107a. The bus 201 is for transferring data between the circuits connected thereby.
[0026]
Next, an automatic voice order receiving method performed using the system configuration according to this embodiment configured as described above will be described. FIG. 3 shows a flowchart for executing the voice order processing method according to this embodiment.
[0027]
As shown in FIG. 3, in this embodiment, first, in step ST1, it is continuously confirmed whether or not there is a call. In other words, when there is a call from the customer, a standby state is waited for a call to be made so that the process can proceed to the subsequent steps.
[0028]
Then, when a call is made from a customer, the process proceeds to step ST2. In step ST2, it is confirmed whether or not it is possible to confirm the telephone number (calling number) on the customer side who made the call.
[0029]
If the customer cannot confirm the calling number on the customer side, such as when the customer makes a call with the calling number set to non notification at the time of confirmation, the process proceeds to step ST3.
[0030]
In step ST3, the voice guidance unit 209 outputs a voice for inquiring a customer code (customer ID). Specifically, the voice guidance unit 209 outputs a voice such as “Please give customer code” through the interface 107a and the headset 107, and prompts the customer to answer the customer code (customer ID). Migrate to
[0031]
In step ST4, it is confirmed whether or not the customer code (customer ID) is uttered from the customer. At this time, if the customer code is not uttered even after a predetermined time has elapsed, the order receiving process is terminated, for example, the telephone communication is stopped. On the other hand, if the utterance of the customer code is confirmed by the headset 107, the process proceeds to step ST5.
[0032]
Further, when the calling number can be confirmed by the headset 107 at the time of confirmation in the above-described step ST2, the process proceeds from step ST2 to step ST5.
[0033]
In step ST5, when the customer can be identified from the calling number, the customer database in which the calling number and the customer ID are associated is searched, and the customer who has made the call is searched. FIG. 4 shows an example of this customer database table.
[0034]
In the customer database shown in FIG. 4, a calling number, a customer ID, and a customer name are associated with each other. By searching the customer database, the customer ID can be found from the calling number and the customer information such as the customer name can be recognized.
[0035]
On the other hand, when a customer code is informed by a customer who makes a call, the customer database is searched from the customer code, that is, the customer ID, and the customer name is searched.
[0036]
After that, the retrieved customer name is output as a voice together with the title. That is, first, for example, when the recognized customer name is “XXX”, the voice conversion unit 210 converts it into voice data. After that, it is reproduced from the voice guidance unit 209 through the interface 107a and the headset 107, and is output as a voice such as “I like OO”. Subsequently, the process proceeds to step ST6.
[0037]
In step ST6, the voice guidance unit 209 outputs a voice prompting an order or inventory inquiry, such as “we accept order or inventory check” through the headset 107.
[0038]
When the customer utters a desired product name, order number, or the like by voice, the process proceeds to step ST7. In step ST7, the voice uttered by the customer is input to the voice conversion unit 210 through the headset 107 and converted into data. As a result, order data is generated.
[0039]
Along with the generation of the order data, an order ID is automatically generated. The order ID and order data are temporarily stored in the main storage device 203. Thereafter, the process proceeds to step ST8.
[0040]
In step ST8, the voice guidance unit 209 outputs a voice prompting an inquiry about additional communication items, such as “Is there any other contact?” Through the headset 107. In response to this, when the customer utters voice, the voice is input from the headset 107 to the voice conversion unit 210 and converted into voice data such as a WAV file or compressed voice data of an MP3 file.
[0041]
In step ST9, the audio data such as the WAV file and the MP3 file is stored in a predetermined folder in the auxiliary storage device HD205. Thereby, a predetermined address is given to the audio data. At this time, the address of the audio data is temporarily stored in the main storage device MEM203. Thereafter, the process proceeds to step ST10.
[0042]
In step ST10, information such as the order ID generated as described above, the retrieved customer ID, the voice data storage address, and the order data converted from the voice of the customer is registered in the order database.
[0043]
As described above, a product order by telephone from a customer is registered in the order database shown in FIG. Thereafter, the person in charge confirms the order as necessary.
[0044]
Specifically, first, the person in charge operates the input device 206 such as the keyboard 103 or the mouse 104 to input an order ID (for example, “0002”). Thereafter, in response to this input, the order database table shown in FIG. 5 is searched.
[0045]
Then, the order data for the inputted order ID is displayed on the display device 102, and the voice data storage address (for example, “D: \ onsei \ 0002.wav”) in the voice database in which the voice data is stored is reproduced. . As a result, the person in charge can confirm the communication items from the customer.
[0046]
Thereafter, the person in charge further accesses a sales management system (not shown) or the like, and checks the inventory of the product (for example, “product B”) registered in the order data. In addition, since the communication from the customer is reproduced, it is possible to respond to the customer's request.
[0047]
As mentioned above, although embodiment of this invention was described concretely, this invention is not limited to the above-mentioned embodiment, The various deformation | transformation based on the technical idea of this invention is possible.
[0048]
For example, in the above-described embodiment, as a method for confirming order data by a person in charge, for example, a person in charge can confirm only an order from a predetermined customer.
[0049]
In this case, the person in charge first inputs a customer name (for example, “Suzuki”) or a customer ID (for example, “7Q63A”). Thus, the information processing unit 204 searches the order database shown in FIG. 5 and retrieves order data (for example, “product A”) from a desired customer.
[0050]
At the same time, the information processing unit 204 accesses the voice data storage address (for example, “D: ¥ onsei ¥ 0003.wav”) in the database in which the voice data of the customer contact information is stored. It is converted into voice and the customer's voice is played back.
[0051]
It is also possible to search for customers who have inquired or ordered the product from the order data.
[0052]
【The invention's effect】
As described above, according to the present invention, voice ordering / inquiry by telephone is accepted, the database is searched based on the calling number of the telephone call, and the calling party is specified. The order data is generated by associating the caller with the voice data of the inquiry, the caller and the voice data are recorded on the recording device together with the order ID given to each order data, and the order ID is input. Sometimes, by playing back audio data, it is possible to reduce the cost of order processing and inventory inquiry over the telephone, and to prevent mistakes and ensure inquiries such as order processing and inventory inquiry. The inquiry history from the customer can be saved.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a hardware configuration for realizing a voice order receiving method according to an embodiment of the present invention.
FIG. 2 is a block diagram showing a system configuration according to an embodiment of the present invention.
FIG. 3 is a flowchart for explaining automatic voice order receiving processing according to an embodiment of the present invention;
FIG. 4 is a schematic diagram showing an order database according to an embodiment of the present invention.
FIG. 5 is a schematic diagram illustrating a database in which a calling number and a customer ID are associated according to an embodiment of the present invention.
[Explanation of symbols]
101 Computer Main Body 102 Display Device 103 Keyboard 104 Mouse 105 Recording Medium Drive Device 106 Recording Medium 107a Interface 107 Headset 201 Bus 202 CPU
203 Main Storage Device 204 Information Processing Unit 205 Auxiliary Storage Device 206 Input Device 207 Local Area Network (LAN)
209 Voice guidance unit 210 Voice conversion unit

Claims (4)

The computer connected to the phone
Accept either one of the customer's telephone call number and the customer ID generated by converting the telephone voice,
From the customer database in which the calling number, the customer ID, and the customer name are associated, the customer name is searched based on either one of the calling number and the customer ID, and the customer is identified.
For the name or order number of the product issued from the customer, the voice data generated by converting the voice is converted to generate order data, and the order ID is automatically generated,
The additional communication items issued from the customer, the address is attached to the voice data generated by converting the voice, the voice data is stored in a predetermined folder of the address ,
Register the associated order ID, customer ID, address of the voice data, and order data in the order database;
When the order ID is inputted, from the order database, associated with the order ID that has been input, and displays on the display device the order data from the order database, associated with the order ID entered searches the address of the audio data, further, it accesses the voice data associated with the address of the audio data, from the predetermined folder, the voice data for the additional contact matters relating to the order ID entered Automatic voice order processing method for executing playback. Means for accepting either one of a calling number of a telephone call from a customer and a customer ID generated by converting voice by telephone;
Means for identifying a customer by searching for a customer name based on one of the calling number and the customer ID from a customer database in which the calling number, customer ID and customer name are associated;
Means for generating order data by converting voice data generated by converting voice for the name or order number of the product issued by the customer; and automatically generating an order ID;
A means for attaching an address to the voice data generated by converting the voice of the additional contact matter issued from the customer, and storing the voice data in a predetermined folder of the address ;
Means for registering the associated order ID, the customer ID, the address of the voice data, and the order data in the order database;
When the order ID is inputted, from the order database, associated with the order ID that has been input, and displays on the display the order data unit, associated with the said order the database, the input order ID the searches the address of the audio data, further, accesses the voice data associated with the address of the audio data, reproduction of the audio data from the predetermined folder, the said additional contact matters relating to the order ID entered And an automatic voice order receiving processing apparatus. Receiving either one of a calling number of a telephone call from a customer and a customer ID generated by converting voice by telephone;
From a customer database in which a calling number, a customer ID, and a customer name are associated, searching for a customer name based on any one of the calling number and the customer ID, and identifying a customer;
For the name or order number of the product issued from the customer, converting the voice data generated by converting the voice to generate the order data, and automatically generating the order ID;
Adding an address to the voice data generated by converting the voice of the additional contact item issued from the customer, and storing the voice data in a predetermined folder of the address ;
Registering the associated order ID, customer ID, voice data address, and order data in the order database;
When the order ID is inputted, from the order database, associated with the order ID that has been input, and displays on the display device the order data from the order database, associated with the order ID entered searches the address of the audio data, further, it accesses the voice data associated with the address of the audio data, from the predetermined folder, the voice data for the additional contact matters relating to the order ID entered A voice automatic order processing program for causing a computer to execute a step of executing reproduction. To the computer connected to the phone,
Receiving either one of a calling number of a telephone call from a customer and a customer ID generated by converting voice by telephone;
From a customer database in which a calling number, a customer ID, and a customer name are associated, searching for a customer name based on one of the calling number and the customer ID , and identifying a customer;
For the name or order number of the product issued from the customer, converting the voice data generated by converting the voice to generate the order data, and automatically generating the order ID;
Adding an address to the voice data generated by converting the voice of the additional contact item issued from the customer, and storing the voice data in a predetermined folder of the address ;
Registering the associated order ID, customer ID, voice data address, and order data in the order database;
When the order ID is inputted, from the order database, associated with the order ID that has been input, and displays on the display device the order data from the order database, associated with the order ID entered searches the address of the audio data, further, it accesses the voice data associated with the address of the audio data, from the predetermined folder, the voice data for the additional contact matters relating to the order ID entered A computer-readable medium having recorded thereon a program for executing the step of executing reproduction.

Images