JP7612390B2 - SERVER, INFORMATION PROCESSING METHOD, AND NETWORK SYSTEM - Google Patents

Description

The present invention relates to technology for a Q&A service that utilizes a communication network such as the Internet.

Conventionally, there has been known a technology for making and answering various inquiries as a Q&A service using a communication network such as the Internet. For example, Japanese Patent Application Laid-Open No. 2003-44487 (Patent Document 1) discloses a question/answer system and a server device compatible with the question/answer system. According to Patent Document 1, as one of the product support methods, a website is established where questioners (PDA users) and advisors can exchange questions and answers via a server device. Here, the Q&A data obtained so far is made public on the Internet, and a top ten list, which is a list of these question/answer information, and a question list page by category are also created and made public on the communication network. When creating the list of question/answer information, the list order is determined according to the occurrence rate of the URL entered in the answer information. This makes it possible to always make public the list of question/answer information in a list order that changes dynamically according to the trend of user questions.

JP 2003-44487 A

The object of the present invention is to provide technology to improve the convenience of Q&A services.

According to one aspect of the present invention, a server for providing a Q&A service is provided. The server includes a communication interface for communicating with a user terminal and an operator terminal, and a processor that displays member information on the operator terminal based on the user's identification information when an interaction with an operator is requested via the user terminal through the communication interface.

As described above, this invention can improve the convenience of the Q&A service.

FIG. 1 is a conceptual diagram showing an overall configuration and an outline of an operation of a network system 1 according to a first embodiment. FIG. 13 is a conceptual diagram showing a chat screen on an operator side of the Q&A service according to the first embodiment; FIG. 2 is a block diagram showing a configuration of a server according to the first embodiment; FIG. 2 is a conceptual diagram showing member information data A according to the first embodiment. FIG. 13 is a conceptual diagram showing session information data B according to the first embodiment. FIG. 13 is a conceptual diagram showing registered product data C according to the first embodiment. FIG. 2 is a conceptual diagram showing operation log data D according to the first embodiment. FIG. 13 is an image diagram showing consultation history data E according to the first embodiment. FIG. 11 is a conceptual diagram showing product data F according to the first embodiment. FIG. 2 is a conceptual diagram showing fault information data G according to the first embodiment; FIG. 13 is a conceptual diagram showing operator data H according to the first embodiment. 2 is a block diagram showing a configuration of a communication terminal of an operator according to the first embodiment; FIG. 2 is a block diagram showing a configuration of a user's communication terminal according to the first embodiment; FIG. 1 is a first flowchart showing information processing in the network system according to the first embodiment; FIG. 13 is an image diagram showing an example of a user screen of the Q&A service according to the first embodiment; 13A and 13B are image diagrams showing a transition of a user's screen of the Q&A service according to the first embodiment; FIG. 13 is an image diagram showing an example of a user screen of the Q&A service according to the first embodiment; 11 is a second flowchart showing information processing in the network system according to the first embodiment; FIG. 13 is a conceptual diagram showing the right side of a chat screen on the operator side of the Q&A service according to the first embodiment. FIG. 13 is a conceptual diagram showing a chat screen on an operator side of the Q&A service according to the fourth embodiment.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In the following description, the same components are denoted by the same reference numerals. Their names and functions are also the same. Therefore, detailed description thereof will not be repeated.
First Embodiment
<Overall configuration of network system 1>

First, the overall configuration of the network system 1 according to the present embodiment will be described with reference to FIG. 1. The network system 1 according to the present embodiment mainly includes a server 100 for providing a Q&A service, a communication terminal 200 of a user as a questioner who uses the Q&A service, and a communication terminal 300 of an operator as an answerer who uses the Q&A service.

The server 100 is realized by a single or multiple devices on the cloud. For example, the server 100 is a concept that includes a server that operates a website that first accepts Q&A inquiries and responds to them using a chatbot, and a server that manages the communication terminal 300 of an operator.

The communication terminals 200 and 300 are realized by a smartphone, a tablet, a personal computer, a speaker, or the like, and are capable of communicating with the server 100 via the Internet or a carrier network.
<Overview of Operation of Network System 1>

Next, referring to FIG. 1, we will explain the outline of the operation of the network system 1 according to this embodiment.

First, the administrator of the Q&A service registers FAQ data containing multiple combinations of questions about products, services, etc. and their answers in the server 100.

When a question is received from the user's communication terminal 200, the server 100 realizes a chatbot for the Q&A service. Here, the user may manually input the text of the question or may input it by voice.

By using natural language processing, AI learning, and the like, the server 100 automatically refers to the FAQ data, selects or creates an answer corresponding to the inquiry, and provides it to the user. The server 100 accumulates log data including questions received from users, answers to users, and data indicating whether an answer was given or not.

In particular, in this embodiment, the server 100 receives from the user an evaluation of whether or not the user is satisfied with the answer, and a request to directly interact with an operator. Then, upon receiving a request to interact with an operator, the server 100 transfers the role of answering questions in the Q&A service from the chatbot to the operator ((1) in FIG. 1).

Note that by switching between multiple windows or tabs, an operator may be responsible for answering questions from multiple users at the same time. In this case, since it is not possible to answer questions from many users at the same time without any restrictions, it is possible to set a fixed upper limit on the number of users (hereinafter referred to as the "user limit"), such as "one operator for up to three users," or to set a different upper limit on the number of users for each operator depending on the operator's experience and skill. While this user limit has been reached, that operator will not be assigned the role of answering questions from new users.

At this time, the server 100 requests the user to log in to the service. The user logs in to the service by entering a user ID and password ((2) in FIG. 1).

Based on the user ID, the server 100 reads the user's membership information, log information and product information of the device 400 owned by the user, and transmits them to the operator's communication terminal 300. As a result, as shown in FIG. 2, the operator can answer the user's questions while referring to information about the user, information about the user's electrical device 400, log information, and the like.

Here, the device 400 may be, for example, an electrical device such as an air conditioner or a television, but it may also be a non-electrical device such as furniture.

In addition, if the device 400 is an electrical device equipped with a communication interface, it may be configured to automatically transmit log information and product information to a server. In this case, the log information and product information may be transmitted directly from the device to the server, or may be transmitted to the server via a user terminal.

The log information and product information may be sent to the server 100 in advance, or may be sent to the server 100 whenever necessary in response to a user question. As for the trigger for communication of the log information and product information, the device may start communication when an event occurs, such as powering on, setting the temperature, or changing the channel, or the server 100 may determine what information would be useful in answering the user's question and start communication to obtain such information from the device. Alternatively, a mixed form using both of these triggers is also conceivable.

If the device 400 is not an electrical device with a communication interface, it may be recommended, for example, that the user access the member site from time to time and manually input information about the device, and that information may be used as product information.

A specific configuration of the network system 1 for realizing such functions will be described in detail below.
<Server configuration>

First, one aspect of the configuration of the server 100 constituting the network system 1 according to the present embodiment will be described. Referring to FIG. 3, the server 100 includes, as main components, a CPU (Central Processing Unit) 110, a memory 120, an operation unit 140, and a communication interface 160.

The CPU 110 controls each part of the server 100 by executing a program stored in the memory 120. For example, the CPU 110 executes a program stored in the memory 120 and performs various processes described below by referring to various data.

Memory 120 is realized by various types of RAM, various types of ROM, etc., and may be included in server 100, may be detachable from various interfaces of server 100, or may be a recording medium of another device accessible from server 100. Memory 120 stores programs executed by CPU 110, data generated by execution of programs by CPU 110, input data, and other databases used for the services according to this embodiment.

For example, the memory 120 stores member information data A as shown in FIG. 4. Member information data A stores, for each user, a user ID, email address, password, name, postal code, address, telephone number, etc.

The memory 120 stores session information data B as shown in FIG. 5. The session information data B stores, for each session, a session ID, a user ID, and a session date and time.

The memory 120 stores registered product data C as shown in FIG. 6. The registered product data C stores the serial number, user ID, product model number, etc. for each registered product (device such as the air conditioner in FIG. 1).

The memory 120 stores product operation log data D as shown in FIG. 7. For each log, the product operation log data D stores the product serial number, the log contents, the log date and time, etc.

The memory 120 stores consultation history data E as shown in FIG. 8. For each consultation, the consultation history data E stores the session ID, the serial number of the product in question, the content of the consultation, etc.

The memory 120 stores product data F as shown in FIG. 9. The product data F stores the model number, product name, etc. for each type of registered product.

The memory 120 stores product fault information data G as shown in FIG. 10. The product fault information data G stores, for each fault, the product model number, the details of the fault, the start date and time of the fault, and the end date and time of the fault.

The memory 120 stores operator data H as shown in FIG. 11. The operator data H stores the operator ID, current status, etc. for each operator.

The current status can be set by the operator on the UI of the chat screen in Figure 2. If the operator sets it to "online", the role of answering questions from users is assigned, but if the operator sets it to "offline" during a break, etc., the role of answering questions from users is not assigned, and is assigned to one of the other operators. Note that the status is not set manually by the operator himself on the UI of the chat screen, but can also be set automatically by the CPU 110 by referring to the operator's operation status, schedule, etc.

Returning to FIG. 3, the operation unit 140 accepts commands from a service administrator or the like and inputs the commands to the CPU 110.

The communication interface 160 transmits data from the CPU 110 to other devices such as the user's communication terminal 200, the operator's communication terminal 300, and the equipment 400 via the Internet, a carrier network, a router, etc. Conversely, the communication interface 160 receives data from these terminals and other devices via the Internet, a carrier network, a router, etc., and passes the data to the CPU 110.
<Configuration of communication terminal 300>

With reference to FIG. 12, one aspect of the configuration of the operator's communication terminal 300 and the user's communication terminal 200 constituting the network system 1 will be described. For example, the operator's communication terminal 300 includes, as main components, a CPU 310, a memory 320, a display 330, an operation unit 340, a communication interface 360, a speaker 370, and a microphone 380.

The CPU 310 controls each part of the communication terminal 300 by executing the programs stored in the memory 320.

Memory 320 is realized by various RAMs, various ROMs, etc. Memory 320 stores application programs for various services, application programs for the Q&A service, data generated by execution of programs by CPU 310, data received from server 100, data input via operation unit 340, information for identifying the operator or user of communication terminal 300, etc.

The display 330 displays images and text based on data from the CPU 310. The operation unit 340 is composed of a pointing device, switches, etc., and inputs various commands from the user to the CPU 310. The communication terminal 300 may also have a touch panel 350 that includes the display 330 and the operation unit 340.

The communication interface 360 transmits and receives data to and from other devices such as the server 100 and the communication terminal 200 via the Internet, a carrier network, a router, etc. For example, the CPU 310 transmits and receives various information, such as text data and audio data including questions and answers, to and from the server 100 via the communication interface 360 in accordance with a web browser application program or a dedicated Q&A service application program.

For example, the CPU 310 of the operator's communication terminal 300 receives text data of a question from a user from the server 100 in accordance with the application program in the memory 320, and displays the text data on the display 330. The CPU 310 then receives text data of an answer via the operation unit 340, and transmits the answer to the server 100 via the communication interface 360.

As for the user's communication terminal 200, the CPU 210 receives text data of a question via the operation unit 240 in accordance with the application program in the memory 220, and transmits the question to the server 100 via the communication interface 260. The CPU 210 then receives text data of a response by the chatbot or an operator from the server 100, and displays it on the display 230.

The speaker 370 outputs various sounds based on signals from the CPU 310. The CPU 310 may output the answer received from the server 100 as sound, not limited to the display 330.

Microphone 380 receives voice and inputs the voice data to CPU 310. CPU 310 may receive a voice message from a user, not limited to operation unit 340, and transmit the voice message to server 100. For example, CPU 310 outputs voice data of a question via speaker 370 and receives voice data of an answer via microphone 380 according to an application program for a Q&A service.
<Configuration of communication terminal 200>

The configuration of communication terminal 200 used by a user has a similar configuration to that of communication terminal 300 used by an operator, as shown in FIG. 13, and therefore the description will not be repeated here.
<Information Processing in Network System 1>

Next, with reference to Figures 14 and 15, information processing in the user's communication terminal 200, the operator's communication terminal 300, and the server 100 of the network system 1 according to this embodiment will be described. The CPU 210 of the user's communication terminal 200 executes the following processing according to the program in the memory 220. The CPU 310 of the operator's communication terminal 300 executes the following processing according to the program in the memory 320. The CPU 110 of the server 100 executes the following processing according to the program in the memory 120.

The CPU 210 of the user's communication terminal 200 accepts input of a question text from the user via the operation unit 240 while displaying the web page of the Q&A chat service on the display 230 (step S102). The CPU 210 transmits the question text data to the server 100 via the communication interface 260.

The CPU 110 of the server 100 receives the question text data via the communication interface 160 (step S104).

The CPU 110 performs a FAQ search by referring to the memory 120 or other databases (step S106).

Based on the search results, the CPU 110 transmits the response data and data for the evaluation questionnaire to the user's communication terminal 200 via the communication interface 160 (step S108).

Based on the data from the server 100, the CPU 210 of the user's communication terminal 200 displays the answer on the display 230 as shown in FIG. 15, and also displays an input screen for a survey on the evaluation of the answer to the current Q&A (step S110). The CPU 210 accepts input of the survey results via the operation unit 240, and transmits the survey results to the server 100 via the communication interface 260.

The CPU 110 of the server 100 determines whether the evaluation is high or low based on the survey results (step S112).

If the evaluation is high, the CPU 110 ends the current process (step S114).

If the evaluation is low, the CPU 110 sends a screen containing a link to accept a request to connect to an operator to the user's communication terminal 200 (step S122).

The CPU 210 of the user's communication terminal 200 receives the data from the server 100 and presents a link for connecting to an operator on the display 230, as shown, for example, in FIG. 16(A) (step S124).

Here, if there are no operators whose status is online and whose assigned users are less than the maximum number of users, this link will not be displayed. Furthermore, it is also possible to predetermine business hours for the service where operators respond, and not display this link outside of those business hours.

When the link is pressed (step S126), the CPU 210 transmits a message to the server 100 via the communication interface 260. If, at the time the link is pressed, there is no operator whose status is online and whose number of assigned users is less than the upper limit, the CPU 210 notifies the user of this and does not process the subsequent steps.

In this embodiment, upon receiving the request, the CPU 110 of the server 100 sends a screen to the user's communication terminal 200 via the communication interface 160 to confirm the connection with the operator (step S128).

Based on the data from the server 100, the CPU 210 of the user's communication terminal 200 displays a screen for confirming connection with an operator, for example as shown in FIG. 16(B) (step S130). When the CPU 210 accepts a user operation via the operation unit 240, it transmits the confirmation result via the communication interface 260.

When the CPU 110 of the server 100 accepts data from the user's communication terminal 200 (step S132), it refers to FIG. 17 and requests the member to log in via the communication interface 160 (step S152).

The CPU 210 of the user's communication terminal 200 receives the data from the server 100 and displays a member login screen as shown in FIG. 16 (C) (step S154).

The CPU 210 accepts the user ID and password via the operation unit 240 and transmits them to the server 100 via the communication interface 260 (step S156).

The CPU 110 of the server 100 performs member authentication based on the data from the user's communication terminal 200 (step S158).

If authentication is successful, the CPU 110 reads information about the member and transmits it to the operator's communication terminal 300 via the communication interface 160 (step S162).

The CPU 310 of the operator's communication terminal 300 receives the member information via the communication interface 360 (step S164).

The CPU 110 of the server 100 searches for product information linked to the member (step S172).

If product information has been registered, the CPU 110 transmits the product type, log information, etc. to the operator's communication terminal 300 via the communication interface 160 (step S174).

The CPU 310 of the operator's communication terminal 300 receives the product information (step S176).

As shown in FIG. 2, the CPU 310 displays a chat screen in the center of the display 330, and displays member information, product information, fault information related to the model number, product manuals, etc. on the right side of the display 330 (step S178).

When the member information tab, product information tab, model number related fault information tab, or product manual tab is selected, the CPU 310 displays a chat screen in the center of the display 330, and displays details of the member information, details of the product information, details of the model number related fault information, and details of the product manual on the right side of the display 330, as shown in FIG. 18.

However, this is not limited to the form of selecting a tab, and the CPU 310 of the operator's communication terminal 300 may display the tabs in an expanded state by acquiring each detailed data from the server 100, so that the operator can always easily recognize the information.

As described above, in this embodiment, the convenience of the Q&A service can be improved. Since the member information is displayed on the operator terminal, the operator can answer based on the member information, saving time for searching and acquiring the member information, and can answer the user's question more accurately. The member information can also narrow down the content to be answered, saving time and improving the accuracy of the answer. Even if the member information displayed is information known to the user, the operator can reduce the effort of asking the user and the effort of the user to answer, and by using the registered more accurate information, the possibility of giving a wrong answer can be reduced. By including information that the user does not normally know, such as fault information, in the displayed member information, the user's question can be answered more accurately. By referring to the date and time of occurrence and end date of the fault in the fault information, the operator can answer the user's question taking into consideration the information if the current time or the time at which the user's question started is between the date and time of occurrence and end, and if not, the operator can answer the user's question without taking the information into consideration. By automatically acquiring/transmitting information on the user's device, the user's question can be answered more quickly and accurately. According to a configuration in which information on a user's device is automatically acquired and transmitted based on a user's question, the user's question can be answered more quickly and accurately.
Second Embodiment

In the above embodiment, when a user desires to directly communicate with an operator, the user is prompted to log in as a member, but the login process may be executed at another timing. For example, the CPU 110 of the server 100 may start the Q&A service after the user has successfully logged in.
Third Embodiment

In the above embodiment, when the result of the evaluation questionnaire after answering a question is not good, the timing is not limited to this. For example, as shown in Fig. 16(A), when the chatbot cannot provide an answer or when the evaluation of the answer is bad, or as shown in Fig. 19, when a question about an operator is answered, a direct interaction with the operator may be suggested.
<Fourth embodiment>

In the above embodiment, as shown in Fig. 2, a chat screen is displayed in the center of the display 330, and member information, product information, fault information related to the model number, product manual, etc. are displayed in the right part of the display 330, but the present invention is not limited to this form. For example, as shown in Fig. 20, a chat screen may be displayed in the upper part of the display 330, and member information, product information, fault information related to the model number, product manual, etc. may be displayed in the lower part of the display 330.
Fifth embodiment

Some or all of the roles of the devices in the network system 1 of the above embodiment may be performed by other devices. For example, some or all of the roles of the server 100 and the communication terminals 200 and 300 may be performed by other devices, or some or all of the roles of each of these devices may be shared by multiple devices. For example, the role of the server 100 may be realized by multiple devices on a cloud, some of the roles of the application programs of the communication terminals 200 and 300 may be realized by the server 100, or some or all of the roles of the server 100 may be realized by the communication terminals 200 and 300.
<Summary>

In the above embodiment, a server is provided for providing a Q&A service. The server includes a communication interface for communicating with a user terminal and an operator terminal, and a processor that displays member information on the operator terminal based on the user's identification information when an interaction with an operator is requested via the user terminal through the communication interface.

Preferably, the processor requests the user to log in to the service via a user terminal when interaction with an operator is required.

Preferably, the processor starts the Q&A service after accepting a user's login to the service.

Preferably, the processor accepts a request for interaction with an operator while providing a chat-style Q&A service.

Preferably, the processor causes the operator terminal to display an area that displays member information alongside the chat screen.

Preferably, the processor also causes the operator terminal to display information about the electrical equipment associated with the user.

In the above embodiment, an information processing method for providing a Q&A service is provided. The information processing method includes a step in which a user terminal receives a request for interaction with an operator, a step in which the user's identification information is received via the user terminal, and a step in which the user's membership information is displayed on the operator terminal based on the user's identification information.

In the above embodiment, a network system for providing a Q&A service is provided. The network system includes a user terminal that accepts user identification information, an operator terminal used by an operator, and a server that, upon accepting a request from a user to interact with an operator via the user terminal, displays the user's membership information on the operator terminal based on the user's identification information.

The embodiments disclosed herein should be considered to be illustrative and not restrictive in all respects. The scope of the present invention is indicated by the claims, not by the above description, and is intended to include all modifications within the meaning and scope of the claims.

1: Network system 100: Server 110: CPU
120: memory 140: operation unit 160: communication interface 200: communication terminal 210: CPU
220: memory 230: display 240: operation unit 260: communication interface 300: communication terminal 310: CPU
320: Memory 330: Display 340: Operation unit 350: Touch panel 360: Communication interface 370: Speaker 380: Microphone 400: Electrical equipment A: Membership information data B: Session information data C: Registered product data D: Operation log data E: Consultation history data F: Product data G: Fault information data H: Operator data

Claims (7)

A server for providing a Q&A service,
a communication interface for communicating with a user terminal and an operator terminal;
a processor that, when a request for communication with an operator is received via the user terminal through the communication interface, displays member information on the operator terminal based on the user's identification information during a chat with the user ;
When the evaluation of the Q&A service by the chatbot is low, the processor presents an interaction with the operator on the user terminal ;
An upper limit is set on the number of users that the operator can handle simultaneously,
A server that does not make the above presentation when there is no operator whose status is online and whose assigned number of users is less than the upper limit . The server according to claim 1, wherein the processor requests the user to log in to the service via the user terminal when interaction with the operator is requested. The server according to claim 1, wherein the processor starts the Q&A service after accepting a user's login to the service. The server according to any one of claims 1 to 3, wherein the processor causes the operator terminal to display an area that displays the member information alongside a chat screen. The server according to any one of claims 1 to 4, wherein the processor also causes the operator terminal to display information about electrical equipment associated with the user. An information processing method for providing a Q&A service, comprising:
Providing a Q&A service by a chatbot;
When the evaluation of the Q&A service by the chatbot is low, presenting an exchange with an operator on the user terminal;
a user terminal receiving a request for interaction with an operator;
accepting user identification information via the user terminal;
and displaying, on an operator terminal, membership information of the user based on the identification information of the user during a chat with the user ;
An upper limit is set on the number of users that the operator can handle simultaneously,
In the step of presenting, if there is no operator whose status is online and whose assigned number of users is less than the upper limit, the presentation is not performed . A network system for providing a Q&A service, comprising:
a user terminal that accepts user identification information;
an operator terminal used by an operator;
a server that, when receiving a request from a user to communicate with an operator via the user terminal, displays membership information of the user on an operator terminal based on identification information of the user during a chat with the user ;
When the evaluation of the Q&A service by the chatbot is low, the server presents an exchange with the operator on the user terminal ;
An upper limit is set on the number of users that the operator can handle simultaneously,
The network system does not make the above presentation when the status is online and there is no operator whose assigned number of users is less than the upper limit .

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