JP7794045B2 - Response system and response method - Google Patents

Description

The present invention relates to a response system and a response method.

There are services that use automated voice guidance using IVR (Interactive Voice Response). For example, a server equipped with IVR functionality provides automated voice guidance when it connects to a user's communication terminal. Patent Document 1 discloses technology that uses a messaging service such as SMS, addressed to a phone number, to send a text message corresponding to the content of the automated voice to the user's communication terminal if the user does not answer the phone.

Japanese Patent Application Laid-Open No. 2020-88491

When using IVR, automated voice guidance often takes an endless amount of time to read out the entire sentence, such as "If you're person A, please press number 1, if you're person B, please press number 2, etc." Furthermore, it's not always convenient, as you don't know which number to operate unless you listen to the entire audio, there's no way to ask again if you miss something, and if you hang up the phone midway, you may have to start over from the beginning. From the perspective of improving convenience, the technology in Patent Document 1 leaves room for improvement.

The present invention was made in light of these circumstances, and its purpose is to provide a response system and response method that can improve the convenience of IVR.

To solve the above-mentioned problems, the response system of the present invention includes an acquisition unit that acquires a sorting number designated by a user via a communication terminal using a message service addressed to a telephone number; a storage unit that stores sorting information that associates the sorting number with the telephone number of the communication terminal; a message sending unit that sends a guidance message to the communication terminal via the message service, including guidance to be called to the telephone number of a carrier; and a response unit that, when an incoming call is received by the telephone number of the carrier, identifies the sorting number designated by the user based on the telephone number of the caller and the sorting information, and responds according to the identified sorting number.

Furthermore, in the above-mentioned response system, the present invention provides a method in which the message sending unit sends a question message including a question corresponding to the sorting number to the communication terminal, and the acquisition unit acquires the sorting number based on a response to the question message.

In addition, the present invention provides the above-mentioned response system, further comprising a voice guidance unit that transmits voice guidance including a question corresponding to the sorting number to the communication terminal via a telephone line, and when the telephone line is disconnected, the response unit requests the message sending unit to send to the communication terminal a confirmation message confirming the sorting number specified by the user, the message sending unit sends to the communication terminal the confirmation message including the sorting number acquired based on the response to the voice guidance, and the acquisition unit acquires the sorting number confirmed by the user based on the response to the confirmation message.

Furthermore, in the above-mentioned response system, the present invention provides a method in which the response unit makes the response if the time elapsed from the first time when the message sending unit sends the guidance message to the communication terminal to the second time when the communication terminal receives an incoming call to the carrier's telephone number is less than a threshold value.

The response method of the present invention is a response method performed by a computer, in which an acquisition unit acquires a sorting number designated by a user via a communication terminal using a message service addressed to a telephone number, a storage unit stores sorting information that associates the sorting number with the telephone number of the communication terminal, a message sending unit sends a guidance message to the communication terminal via the message service, including guidance to call the telephone number of a carrier, and a response unit, when an incoming call is received by the telephone number of the carrier, identifies the sorting number designated by the user based on the telephone number of the caller and the sorting information and responds according to the identified sorting number.

This invention can improve the convenience of IVR. Furthermore, one of the reasons businesses use IVR is that they do not want users to know the extension number that connects directly to an operator. With this invention, when an IVR receives an incoming call, a routing number that can be forwarded to an operator is already acquired. Therefore, even if the call is disconnected midway, a method of reconnection can be provided, allowing the call to be made to the IVR's main number without the user being notified of the extension number, without requiring the user to redo the numbering process from the beginning.

1 is a block diagram showing an example of the configuration of a response system 1 according to a first embodiment. FIG. 2 is a block diagram showing an example of the configuration of a message delivery server 10 according to the first embodiment. FIG. 2 is a diagram illustrating an example of the configuration of allocation information 120 according to the first embodiment. FIG. 2 is a block diagram illustrating an example of the configuration of an IVR server 30 according to the first embodiment. FIG. 2 is a sequence diagram showing the flow of processing performed by the response system 1 according to the first embodiment. FIG. 10 is a diagram showing an example of a message notified to the communication terminal 20 according to the first embodiment. FIG. 10 is a diagram showing an example of a message notified to the communication terminal 20 according to the first embodiment. FIG. 10 is a diagram showing an example of a message notified to the communication terminal 20 according to the first embodiment. FIG. 10 is a sequence diagram showing the flow of processing performed by the response system 1 according to the second embodiment. FIG. 10 is a sequence diagram showing the flow of processing performed by the response system 1 according to the second embodiment. FIG. 10 is a diagram showing an example of a message notified to a communication terminal 20 according to the second embodiment.

One embodiment of the present invention will be described below with reference to the drawings.

<Configuration of response system 1>
1 is a block diagram showing an example of the configuration of a response system 1. The response system 1 includes, for example, a message delivery server 10, a communication terminal 20, a second communication terminal 21, and an IVR server 30. These components of the response system 1 (the message delivery server 10, the communication terminal 20, and the IVR server 30) are connected to each other so as to be able to communicate with each other.

The message delivery server 10 is a computer such as a server device, cloud server, or PC (Personal Computer). The message delivery server 10 is a server device managed by a provider that provides services using RCS (Rich Communication Services), a messaging service addressed to telephone numbers. The message delivery server 10 sends messages using RCS (RCS messages) to communication terminals 20 owned by users.

The communication terminal 20 is a communication device owned by the user. The communication terminal 20 is a communication device that can be associated with a telephone number, such as a smartphone or mobile phone. The communication terminal 20 becomes capable of communicating using the communication services provided by the contracted telecommunications carrier when the user or other person enters into a contract with the telecommunications carrier to use a communication service using the communication terminal 20. The communication terminal 20 is assigned a telephone number and has the function of communicating with this telephone number as the destination, i.e., communicating using RCS. The communication terminal 20 also has the function of making voice calls over telephone lines.

The IVR server 30 is a computer such as a server device, cloud server, or PC. The IVR server 30 is managed by a business that provides automated voice guidance using IVR (Interactive Voice Response). The IVR server 30 provides automated voice guidance using IVR to the communication terminal 20 of the user, who is a customer.

The IVR server 30 responds to inquiries from users.

First, a conventional response method will be described.
When the IVR server 30 receives a call from the communication terminal 20, it plays an automated voice prompt such as "Please select a number after the voice prompt" followed by voice guidance asking about the inquiry, and prompts the user to select a number corresponding to the inquiry (hereinafter referred to as a "routing number") by pushing the button. The IVR server 30 acquires a routing number based on the user's pushing operation and identifies the inquiry from the user based on the acquired routing number. The IVR server 30 selects a contact point that can handle the inquiry based on the identified content, and automatically transfers the call from the communication terminal 20 to the selected contact point. In other words, after identifying the inquiry content, the IVR server 30 connects the communication terminal 20 to the terminal of an available operator so that the operator can handle the user's inquiry. In this way, the IVR server 30 responds to the user's inquiry.

In contrast, in this embodiment, the message distribution server 10 is able to obtain the sorting number.

First, the message distribution server 10 sends a question message QM (see Figure 6) to the user's communication terminal 20. The question message QM includes text T (see Figure 6) corresponding to the audio guidance, as well as operation buttons available in the RCS, such as a tip list B1 (see Figure 6). The user visually checks the text shown in the question message QM, selects the corresponding operation button, and performs a tap operation. The message distribution server 10 acquires a sorting number based on the user's tap operation, and notifies the IVR server 30 of information (sorting information 120, described below) that associates the acquired sorting number with the telephone number of the communication terminal 20.

Next, the message distribution server 10 sends an announcement message AM (see Figure 8) to the user's communication terminal 20. The announcement message AM includes text providing the contact information of the business or other entity handled by the IVR, such as a main telephone number, as well as an operation button for calling the contact information. The user visually checks the text shown in the announcement message AM and taps the operation button for making a call. The communication terminal 20 calls the contact information based on the user's tap operation.

The IVR server 30 identifies the routing number corresponding to the user's inquiry based on the telephone number of the terminal that received the call and the routing information 120. The IVR server 30 automatically forwards the call from the communication terminal 20 to the window corresponding to the identified routing number.

As a result, the response system 1 of this embodiment can improve the convenience of IVR. In other words, instead of reading out the audio, the sentence corresponding to the audio can be made visible as text, eliminating the time required for reading out the audio. Furthermore, by making it visible as text, inconveniences such as not being able to know the number to operate unless you listen to the audio to the end, or not being able to ask again if you miss it, can be eliminated, improving user convenience.

<Configuration of message delivery server 10>
Here, the configuration of the message delivery server 10 will be described. Fig. 2 is a block diagram showing the configuration of the message delivery server 10. The message delivery server 10 includes, for example, a communication unit 11, a storage unit 12, and a control unit 13. The communication unit 11 communicates with the communication terminal 20 and the IVR server 30.

The storage unit 12 is composed of a storage medium, such as a hard disk drive (HDD), flash memory, electrically erasable programmable read-only memory (EEPROM), random access read/write memory (RAM), read-only memory (ROM), or any combination of these storage media. The storage unit 12 stores programs for executing various processes of the message delivery server 10, as well as temporary data used when performing various processes.

The storage unit 12 stores, for example, distribution information 120. FIG.
The sorting information 120 is information that associates a sorting number with a telephone number. The sorting information 120 is created for each inquiry, for example. The sorting information 120 is composed of information corresponding to items such as an inquiry ID, a mobile phone number, a time limit, and a sorting number.
The inquiry ID is identification information for identifying an inquiry received from a user. The mobile phone number is the mobile phone number of the user. The time limit is the date and time when the user made the inquiry.
The sorting number is a number corresponding to the answer to a question. For example, if the user selects number 1 in response to a question such as "Person A, please select number 1, Person B, please select number 2, ...", the sorting number is "1". There is not necessarily one question, and it may be asked multiple times. The sorting number is set according to the number of questions. In the example shown in this figure, the answers to the three questions are "1", "3", and "5".

Returning to the explanation of Figure 2, the control unit 13 controls each component of the message delivery server 10. The control unit 13 is realized, for example, by the CPU (Central Processing Unit) of the message delivery server 10 executing a program pre-stored in the memory unit 12. The control unit 13 may also be realized as an integrated circuit such as an ASIC (Application Specific Integrated Circuit). The control unit 13 includes, for example, an acquisition unit 130, a message transmission unit 131, and an IVR linkage unit 132.

The acquisition unit 130 acquires various pieces of information notified from the communication terminal 20 or the IVR server 30 via the communication unit 11. For example, the acquisition unit 130 acquires a routing number notified from the communication terminal 20 via the communication unit 11, associates the acquired routing number with the telephone number of the communication terminal 20, generates routing information 120, and stores it in the storage unit 12.

Message sending unit 131 sends a message to communication terminal 20. Message sending unit 131 requests (a distribution request) a telecommunications carrier to send a message using RCS to communication terminal 20 via communication unit 11. As a result, the RCS message is notified via the telecommunications carrier.
For example, the message sending unit 131 sends a question message QM to the communication terminal 20. The message sending unit 131 also sends an announcement message AM to the communication terminal 20. The message sending unit 131 sends a message to the communication terminal 20 according to, for example, a scenario created in advance.

The IVR linking unit 132 transmits the distribution information 120 to the IVR server 30. For example, each time an answer to a question message QM is obtained, the IVR linking unit 132 transmits the distribution information 120 corresponding to that answer to the IVR server 30. Alternatively, the distribution information 120 corresponding to each answer may be transmitted to the IVR server 30 all at once when each answer to a series of question messages QM in response to an inquiry is obtained.

<Configuration of IVR Server 30>
Here, the configuration of the IVR server 30 will be described. Fig. 4 is a block diagram showing the configuration of the IVR server 30. The IVR server 30 includes, for example, a communication unit 31, a storage unit 32, and a control unit 33. The communication unit 31 communicates with the communication terminal 20 and the message delivery server 10. For example, the communication unit 31 communicates with the communication terminal 20 by telephone over a telephone line or the like, and exchanges information with the message delivery server 10 over a digital communication line or the like.

The memory unit 32 is composed of a storage medium, such as a HDD, flash memory, EEPROM, RAM, ROM, or any combination of these storage media. The memory unit 32 stores programs for executing various processes on the IVR server 30, as well as temporary data used when performing various processes.

The control unit 33 controls each component of the IVR server 30. The control unit 33 is realized, for example, by the CPU of the IVR server 30 executing a program pre-stored in the storage unit 32. The control unit 33 may also be realized as an integrated circuit such as an ASIC. The control unit 33 includes, for example, an acquisition unit 330, a voice guidance unit 331, and a response unit 332.

The acquisition unit 330 acquires various pieces of information notified from the communication terminal 20 or the message delivery server 10 via the communication unit 31. For example, the acquisition unit 330 acquires sorting information 120 notified from the message delivery server 10 via the communication unit 31 and stores the sorting information 120 in the storage unit 32.

The voice guidance unit 331 acquires a sorting number using an automated voice response method using a conventional method. For example, when an incoming call is received from the communication terminal 20, the voice guidance unit 331 plays an automated voice such as "Please select a number after the voice guidance" followed by voice guidance asking about the inquiry, and prompts the user to specify a sorting number by pushing the button. The voice guidance unit 331 acquires a sorting number based on the user's push button operation, and outputs the acquired sorting number to the response unit 332. Note that in this embodiment, when sorting information 120 is notified from the message delivery server 10, the voice guidance unit 331 can omit acquiring a sorting number.

The response unit 332 responds to inquiries from users. When an incoming call is received from the communication terminal 20, the IVR linkage unit 132 identifies the routing number corresponding to the inquiry from the user who received the call by comparing the incoming phone number with the phone number in the routing information stored in the memory unit 32. The IVR linkage unit 132 selects a contact point that can handle the inquiry based on the identified routing number, and automatically forwards the call from the communication terminal 20 to the selected contact point.

Here, the response unit 332 may set a limit on the time available for responding to inquiries from users.

As described above, in this embodiment, the guidance message AM (see FIG. 8) includes an operation button for calling a contact point such as a business, thereby encouraging the user to call the contact point. For this reason, it is expected that the user will use the operation button notified in this guidance message AM to make a different inquiry at a different time.

As a countermeasure, the response unit 332 responds to a user inquiry only if the incoming call arrives within a predetermined time limit from the date and time the user made the inquiry. In other words, the response unit 332 does not respond to a user inquiry if the incoming call arrives after the predetermined time limit has elapsed from the date and time the user made the inquiry. This is because there is a high possibility that the sorting information corresponding to the incoming call does not indicate the content of the inquiry the user wanted to make.

For example, when a call is received from the communication terminal 20, the response unit 332 identifies the sorting number corresponding to the inquiry from the user who received the call, and determines whether the difference between the time limit indicated in the sorting information (the date and time when the user made the inquiry) and the current time is less than a threshold value. If the difference is less than the threshold value, the response unit 332 responds to the inquiry from the user. On the other hand, if the difference is equal to or greater than the threshold value, the response unit 332 does not respond to the inquiry from the user.

<Processing flow>
Here, a process flow for the response system 1 to respond to an inquiry from a user will be described. Fig. 5 is a sequence diagram showing the process flow performed by the response system 1 of the first embodiment.

Step S0: The communication terminal 20 sends an inquiry message to the message distribution server 10. An inquiry message is a message that inquires of a business or the like. For example, a message service may provide an inquiry service in which a business account is set up and an inquiry message is sent to that account as the destination to make various inquiries. A user, for example, uses such an inquiry service to send an inquiry message from the communication terminal 20.

Note that while step S0 exemplifies an inquiry from the communication terminal 20, this is not limiting. The response system 1 may also be configured to send various notifications from the message distribution server 10 to the communication terminal 20, such as notifications to review the contract details when the insurance expires, notifications urging the user to complete various procedures, notifications informing the user of product surveys, etc.

Step S1: When the message distribution server 10 receives the inquiry message, it transmits a message (first question message) including an initial question (first question) to the communication terminal 20 in a chat format.
Step S2: When the communication terminal 20 receives the first question message, the user selects an answer to the first question from a tip list or the like and performs a tap operation. As a result, the selected number (first distribution number) is sent to the message distribution server 10 as the answer to the first question.
Step S3: Upon receiving the first distribution number, the message distribution server 10 transmits a message (second question message) including the next question (second question) to the communication terminal 20.
Step S4: When the communication terminal 20 receives the second question message, the user selects an answer to the second question from a tip list or the like and performs a tap operation. As a result, the selected number (second distribution number) is sent to the message distribution server 10 as the answer to the second question.
The sending and receiving of questions and answers shown in steps S3 and S4 is repeated according to the number of questions.

Step S5: When the message delivery server 10 receives the sorting numbers for the series of questions in response to the inquiry, it associates the received sorting numbers with the telephone number of the communication terminal 20, thereby generating sorting information 120. The communication terminal 20 stores the generated sorting information 120 in the storage unit 12.
Step S6: The message distribution server 10 notifies the IVR server 30 of the sorting information 120.
Step S7: The IVR server 30 receives the sorting information 120 from the message distribution server 10 and stores the received information in the storage unit 32.

Step S8: On the other hand, when the message distribution server 10 receives the sorting numbers for the series of questions in response to the inquiry, it transmits an information message AM to the communication terminal 20. The information message AM includes an operation button for making a call to the inquiry destination such as a business operator.
Step S9: The communication terminal 20 receives the guidance message AM. When the user taps the operation button for making a call to the inquiry destination, the communication terminal 20 makes a call to the IVR server 30.

Step S10: When the IVR server 30 receives an incoming call from the communication terminal 20, it compares the incoming telephone number with the telephone number of the routing information stored in the memory unit 32, thereby identifying the routing number corresponding to the inquiry of the user who received the call.
Step S11: The IVR server 30 determines whether the difference between the time limit (date and time when the user made the inquiry) indicated in the routing information corresponding to the incoming call from the communication terminal 20 and the current time is less than a threshold. If the difference is less than the threshold, the response unit 332 selects a contact point that can handle the inquiry according to the routing number and responds to the user's inquiry by automatically transferring the call from the communication terminal 20 to the selected contact point.

<Messages notified to communication terminal 20>
Here, the messages notified to the communication terminal 20 will be described with reference to Figs. 6 to 8. Figs. 6 to 8 are diagrams showing examples of messages notified to the communication terminal 20. Figs. 6 to 8 show examples of question messages QM and their answers. Fig. 8 also shows an example of a guide message AM.

As shown in FIG. 6, in the response system 1, chat-style exchanges using a question message QM take place in a chat room for the business's account set up in the message service, in this example, the "XX Card Official Account." In FIG. 6, multiple options are presented using a tip list B1 along with text such as "Please select from the menu below" as the question message QM1. For example, multiple options may be presented, such as "(1) Card Application," "(2) Lost/Stolen," and "(3) Card Use." The example in this figure shows an example where "(3) Card Use" is tapped. In other words, it shows that a response message RM1 containing "(3) Card Use," which is the response to the question message QM1, has been notified from the communication terminal 20 to the message distribution server 10.

7 shows an example of a question message QM2 that is displayed when "(3) Card Usage" is answered to the question message QM1 shown in FIG. 6. This figure shows an example in which multiple options are presented using a rich card B2, along with text such as "Your inquiry is about card usage. What kind of inquiry is this time?" For example, the multiple options are broadly categorized into "Inquiry" and "Increase." For "Inquiry," three options are presented, for example, "(1) Balance Due," "(2) Available Amount," and "(3) Balance Used." For "Increase," three options are presented, for example, "(4) Shopping," "(5) Cashing (Domestic)," and "(6) Balance Used (Overseas)." This example shows an example in which "(4) Increase Shopping Limit" is tapped. In other words, it shows that a response message RM2 containing "(4) Increase Shopping Limit," which is an answer to the question message QM2, has been notified to the message distribution server 10 from the communication terminal 20.

Figure 8 shows an example of question message QM3 that is displayed when "(4) Increase in shopping limit" is answered to question message QM2 shown in Figure 7. This figure shows an example in which multiple options are presented using a tip list, along with text such as "You're changing the available shopping limit. Is this a temporary increase, or would you like a permanent increase?" For example, two options, "(1) Temporary" and "(2) Permanent," are presented as multiple options. This figure shows an example in which "(1) Temporary increase" is tapped. In other words, it shows that a reply message RM3 containing "(1) Temporary increase," which is the answer to question message QM3, has been notified from communication terminal 20 to message distribution server 10.

Figure 8 shows an example of an information message AM that is displayed when the answer to question message QM3 is "(1) Temporary increase," completing the series of questions related to the inquiry. This figure shows an example in which the call button is notified along with text such as "It's a temporary increase... Please press the call button below within Y minutes."

As described above, the response system 1 of the first embodiment includes an acquisition unit (acquisition unit 130 or acquisition unit 330), a memory unit 12, a message sending unit 131, and a response unit 332. The acquisition unit 130 acquires a sorting number specified by a user via the communication terminal 20 using an RCS (an example of a message service addressed to a telephone number). The memory unit 12 stores sorting information 120 that associates sorting numbers with the telephone numbers of the communication terminal 20. The message sending unit 131 transmits an announcement message AM to the communication terminal 20 via the message service, including an announcement to be made to the operator's telephone number. When an incoming call is received at the operator's telephone number, the response unit 332 identifies the sorting number specified by the user based on the caller's telephone number and sorting information (e.g., sorting information 120 notified by the message distribution server 10). The response unit 332 responds according to the identified sorting number.

As a result, in the response system 1 of this embodiment, a routing number can be obtained using the message service, eliminating the need to ask questions via voice guidance. Furthermore, because the message service uses a telephone number as the destination, the routing number specified by the user via the message service can be stored in association with the user's telephone number (the telephone number of the communication terminal 20). Therefore, when a voice call is received from the user via a telephone line, the routing number specified by the user via the message service can be identified by matching the telephone number as a key. Therefore, since the routing number can be identified when a call is received at the main telephone number of the inquiry destination, questions via voice guidance can be omitted. In other words, existing IVR services can be used as is, while providing greater convenience than conventional IVRs.

In addition, in the response system 1 according to the first embodiment, the message sending unit 131 sends a question message QM containing a question corresponding to the sorting number to the communication terminal 20. The acquisition unit 130 acquires the sorting number based on the response to the question message QM. As a result, in the response system 1 according to the first embodiment, the sorting number can be acquired through chat-style exchanges using a message service, eliminating the need to listen endlessly to automated voice messages. Furthermore, by using RCS, tip lists and rich cards can be used, allowing the user to specify a sorting number with a simple tap operation, improving convenience.

Second Embodiment
A second embodiment will now be described. This embodiment differs from the above-described embodiment in that if the line is disconnected during voice guidance by IVR, recovery (restoration) is attempted using a message service.
If the line is disconnected and the user indicates that he or she wishes to continue the inquiry, the message delivery server 10 transmits an information message AM to the communication terminal 20. This enables the communication terminal 20 to call the IVR server 30 using the call button.
Furthermore, when the communication terminal 20 uses the call button to call the IVR server 30, it is possible to identify a routing number corresponding to the content of the inquiry. This makes it possible to restore the inquiry and continue the inquiry even if the line is disconnected.

Figure 9 (Figures 9A and 9B) is a sequence diagram showing the flow of processing performed by the response system 1 of the second embodiment.

Step S100: The communication terminal 20 calls the IVR server 30 and makes various inquiries using an automated voice. Here, the IVR server 30 may also call the communication terminal 20 to provide various notifications. In this case, for example, in response to an incoming call from the IVR server 30, the communication terminal 20 makes a call back to the number that received the incoming call.
Step S101: The IVR server 30 reads out the first question using an automated voice and provides voice guidance.
Step S102: The user listens to the automated voice and, following the instructions given by the automated voice, pushes the number corresponding to the answer to the first question. As a result, the first allocation number is transmitted from the communication terminal 20 to the IVR server 30 as the answer to the first question.
Step S103: The IVR server 30 associates the sorting number received from the communication terminal 20 with the telephone number of the communication terminal 20 and transmits the same to the message delivery server 10. As a result, the sorting information is notified to the message delivery server 10. For example, the message delivery server 10 stores the sorting information received from the IVR server 30 in the storage unit 12 as sorting information 120.

Step S104: The IVR server 30 reads out the second question and provides voice guidance.
Step S105: The user listens to the automated voice and pushes the number corresponding to the answer to the second question, whereby the second allocation number is sent to the IVR server 30 as the answer to the second question.
Step S106: The IVR server 30 associates the sorting number received from the communication terminal 20 with the telephone number of the communication terminal 20 and transmits it to the message distribution server 10.
The sending and receiving of questions and their answers, and the notification of sorting information to the message distribution server 10 shown in steps S104 to S106 are repeated according to the number of questions.
Step S107: The IVR server 30 transfers the call to an operator who can handle the inquiry according to the routing number.
Step S108: The communication terminal 20 makes an inquiry to the operator of the transfer destination.
Such interactions between the user and the operator are recorded as a response history. For example, information indicating how the operator responded to the specific content of the user's inquiry is stored as the response history.

Now, let's assume that the line is disconnected during a call with an operator. The line in this case is the telephone line that connected the call between the operator and the user shown in step S108.

Step S109: If the line is disconnected, the IVR server 30 notifies the message delivery server 10, requesting that the user confirm whether they wish to continue the inquiry.

Fig. 9B shows the processing flow following Fig. 9A. Step S109 shown in Fig. 9B is the same as step S109 shown in Fig. 9A.
Step S110: In response to a request from the IVR server 30, the message distribution server 10 transmits a confirmation message KM (see FIG. 10) along with the sorting number. The confirmation message KM is a message confirming the sorting number designated by the user, and may contain, for example, text requesting the user to operate an operation button if the inquiry is to be continued. The operation button may display, for example, a history of the sorting numbers the user has answered up until the call is transferred to the operator's phone in step S107.
Step S111: When the user taps the operation button, the communication terminal 20 notifies the message delivery server 10 of the sorting number and the fact that the user intends to continue the inquiry.
Step S112: When the message distribution server 10 receives the routing number and a notification from the communication terminal 20 that the user intends to continue the inquiry, it generates new routing information 120 that associates the routing number with the telephone number of the communication terminal 20, and sends the generated routing information 120 to the IVR server 30.
The processes shown in steps S113 to S117 are the same as steps S7 to S11 in Fig. 5. Therefore, a description of these processes will be omitted. When responding in step S117, the IVR server 30 may transfer the call to an operator and display a response history on the operator's terminal. The response history here refers to the content exchanged before the line was disconnected in step S108, and is, for example, information indicating how the operator responded to the specific content of the user's inquiry.

Figure 10 is a diagram showing an example of a message sent to the communication terminal 20 in this embodiment. As shown in Figure 10, the confirmation message KM includes text such as "If the call is disconnected, press the button..." along with an operation button using a tip list. For example, the operation button may display a routing number history such as "(1) → (5) → (3)." The operation button may also display the content of a question corresponding to the routing number, such as "Temporary increase in the shopping limit when using a card."

When the user taps the operation button, a reply message RM indicating that the user intends to continue the inquiry corresponding to the sorting number is sent to the message distribution server 10.

When the message distribution server 10 receives a response message RM indicating that the user intends to continue the inquiry corresponding to the sorting number, it notifies the communication terminal 20 with an announcement message AM.

As described above, the response system 1 of the second embodiment includes a voice guidance unit 331. The voice guidance unit 331 transmits voice guidance including a question corresponding to the sorting number to the communication terminal 20 via the telephone line. If the telephone line is disconnected, the response unit 332 requests the message sending unit 131 to send a confirmation message KM to the communication terminal 20, confirming the sorting number specified by the user. The message sending unit 131 transmits the confirmation message KM including the sorting number acquired based on the response to the voice guidance to the communication terminal 20. The acquisition unit 130 acquires the sorting number confirmed by the user based on the response to the confirmation message KM. This allows the response system 1 of the second embodiment to continue an inquiry even if the line is disconnected. Therefore, even if the user hangs up the phone during the voice guidance, there is no need to start over from the beginning. Furthermore, in this embodiment, the user is notified of the confirmation message KM to confirm whether they intend to continue the inquiry before continuing the inquiry. This prevents the inconvenience of continuing the inquiry even if the user hangs up the phone with the intention of stopping the inquiry.

The response system 1 and message delivery server 10 in the above-described embodiment may be implemented in whole or in part by a computer. In this case, a program for implementing this function may be recorded on a computer-readable recording medium, and the program may be loaded into the computer system and executed. Note that the term "computer system" herein includes hardware such as an OS and peripheral devices. Furthermore, "computer-readable recording medium" refers to portable media such as flexible disks, optical magnetic disks, ROMs, and CD-ROMs, as well as storage devices such as hard disks built into computer systems. Furthermore, "computer-readable recording medium" may also include media that dynamically store programs for a short period of time, such as communication lines used when transmitting programs over networks such as the Internet or over communication lines such as telephone lines, or media that store programs for a fixed period of time, such as volatile memory within the computer system that serves as the server or client. The program may be designed to implement some of the aforementioned functions, or may be capable of implementing the aforementioned functions in combination with programs already stored in the computer system, or may be implemented using a programmable logic device such as an FPGA (Field Programmable Gate Array).

The above describes in detail an embodiment of the present invention with reference to the drawings, but the specific configuration is not limited to this embodiment and includes designs that do not deviate from the gist of the present invention.

For example, in at least one of the above-described embodiments, an example was given in which the message delivery server 10 and the IVR server 30 work together to respond to user inquiries, but this is not limiting. The message delivery server 10 and the IVR server 30 may be implemented by a single server device. In this case, the server device has at least functions corresponding to the acquisition unit 130, message sending unit 131, and response unit 332. The server device may also have a function corresponding to the voice guidance unit 331.

1...Response system, 10...Message distribution server, 11...Communication unit, 12...Storage unit, 120...Distribution information, 13...Control unit, 130...Acquisition unit, 131...Message transmission unit, 132...IVR linkage unit, 20...Communication terminal, 30...IVR server, 331...Voice guidance unit, 332...Response unit

Claims (5)

an acquisition unit that acquires, via a communication terminal, a sorting number designated by a user using a message service that uses a telephone number as a destination;
a storage unit that stores routing information that associates the routing number with the telephone number of the communication terminal;
a message sending unit that sends a guidance message including guidance to call a carrier's telephone number to the communication terminal via the message service;
and a response unit that, when an incoming call is received by the carrier's telephone number, identifies a routing number designated by the user based on the caller's telephone number and the routing information, and responds according to the identified routing number. the message sending unit sends a question message including a question corresponding to the sorting number to the communication terminal;
the acquiring unit acquires the sorting number based on a response to the question message.
The response system of claim 1 . a voice guidance unit that transmits a voice guidance message including a question corresponding to the sorting number to the communication terminal through a telephone line;
the response unit requests the message sending unit to send, to the communication terminal, a confirmation message confirming the sorting number designated by the user when the telephone line is disconnected;
the message sending unit sends the confirmation message to the communication terminal, the confirmation message including the sorting number acquired based on the response to the voice guidance;
the acquiring unit acquires the sorting number confirmed by the user based on a response to the confirmation message.
The response system of claim 1 . the response unit performs the response when the time elapsed from a first time when the message sending unit sends the guidance message to the communication terminal to a second time when the communication terminal receives an incoming call to the carrier's telephone number is less than a threshold value.
4. A response system according to any one of claims 1 to 3. A response method performed by a computer, comprising:
an acquisition unit acquires, via a communication terminal, a sorting number designated by a user using a message service addressed to a telephone number;
a storage unit stores routing information in which the routing number is associated with the telephone number of the communication terminal;
a message sending unit sending a guidance message including guidance to call the carrier's telephone number to the communication terminal via the message service;
A response method in which, when an incoming call is received at the carrier's telephone number, a response unit identifies a routing number designated by the user based on the caller's telephone number and the routing information, and responds according to the identified routing number.