Patent Application
20140093064
The present invention relates to a communication technique for responding to inquiries by the general public via a network.
In the field of the abovementioned technique, a technique disclosed in Patent Document 1 is known. In this technique, for initiating a contact via a line, a caller transfers a media attribute value to a designated receiver, and the receiver notifies acceptance of a call corresponding to the received attribute value.
However, in the abovementioned conventional technique, when a caller does not designate a receiver, it is impossible to select a receiver to accept a call based on the attribute of the caller. Moreover, when a responder (also referred to as an operator hereinafter) to receive changes and the attribute also changes, it is impossible to select a receiver to accept a call.
An object of the present invention is to provide a technique to solve the abovementioned issues.
In order to achieve the abovementioned object, a communication processing system according to the present invention is a communication processing system including user communication terminals each operated by a user and responder communication terminals each operated by a responder responding to an inquiry from the user. The communication processing system includes:
a responder communication terminal information storing means for associating and storing each of the responder communication terminals and a responder attribute of the responder operating the responder communication terminal; and
a connection controlling means for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal.
In order to achieve the object, a communication processing method according to the present invention is a method for communication processing by a communication processing system including user communication terminals each operated by a user and responder communication terminals each operated by a responder responding to an inquiry from the user, and the communication processing system includes a responder communication terminal information storing means for associating and storing each of the responder communication terminals and a responder attribute of the responder operating the responder communication terminal.
The method includes controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal.
In order to achieve the object, a communication processing device according to the present invention includes:
a responder communication terminal information storing means for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal; and
a connection controlling means for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.
In order to achieve the object, a control method according to the present invention is a method for control by a communication processing device including a responder communication terminal information storing means for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal.
The method includes controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.
In order to achieve the object, a computer program according to the present invention includes instructions for causing a communication processing device, which includes a responder communication terminal information storing means for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal, to realize a connection controlling means for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.
According to the present invention, even if a responder as a receiver changes and the attribute also changes, it is possible to select a receiver to be called based on the attribute of an inquirer.
Referring to the drawings, exemplary embodiments of the present invention will be illustratively described below in detail. However, components described in the following exemplary embodiments are mere illustrations and are not for limiting the technical scope of the present invention.
A communication processing system 100 as a first exemplary embodiment of the present invention will be described referring to
As shown in
According to this exemplary embodiment, even if a responder to receive changes and the attribute of the responder 104 changes, it is possible to select the responder communication terminal 103 to be called based on the attribute of the user 102.
Next, a communication processing system according to a second exemplary embodiment of the present invention will be described. In this exemplary embodiment, when an inquirer (a user) inquires by using an inquiry terminal (a user communication terminal) placed in an airport, a language that the inquirer wants to speak for inquiry is notified as the attribute of the inquirer. Then, a communication processing device refers to operator information registered in an operator terminal (a responder communication terminal), selects an operator terminal capable of responding in the notified language, and informs the operator terminal. Upon reception of assent to respond by the operator (responder) from the operator terminal, the communication processing device connects the inquirer with the operator, and causes to start an inquiry.
According to this exemplary embodiment, because an operator terminal registered by an operator capable of responding in a used language that is the attribute of an inquirer is informed of inquiry notification, communication does not become unavailable due to a difference of the language even if the operator changes. Thus, a proper connection between an inquirer and an operator can be realized without needless operation such as confirmation of used languages with each other.
The communication processing system 200 is composed of three major portions as follows. One of them includes a plurality of inquiry terminals 220 to 240 each accepting an input of an inquiry content and outputting a response thereto. Another one of them includes a plurality of operator terminals 260 to 280 each accepting access by a responder (an operator) 290 corresponding to an inquiry and outputting the attribute of the operator, and also outputting an inquiry by an inquirer and accepting an input by an operator. The other of them is a communication processing device 210 connecting an inquirer and an operator in accordance with the attributes thereof.
The inquiry terminals 220 to 240 have display parts 221 to 241, headsets 222 to 242, and video cameras 223 to 243 for capturing images of inquirers, respectively. Also, the operator terminals 260 to 280 have display parts 261 to 281, headsets 262 to 282, and video cameras 263 to 283 for capturing images of inquirers, respectively. Instead of the headset, a microphone and a speaker may be separately provided. Alternatively, a speaker that produces a speech sound corresponding to an image displayed on the display part may be provided separately from the headset, which is used for a talk between an inquirer and an operator. For example, it is desirable that an instruction to operate a menu or the like is given through this speaker. Further, a microphone for operation instruction may be additionally provided. Besides, each of the display parts 221 to 241 has an inputting part (a user inputting means), such as a touchscreen panel, that accepts an input by an inquirer. Likewise, each of the display parts 261 to 281 has an inputting part (a responder inputting means), such as a touchscreen panel, that accepts an input by an operator. The inputting part is not limited to a touchscreen panel, and may additionally have a keyboard, a mouse and so on.
The communication processing device 210 includes a data server 211 for controlling display of images on the display parts and capture of images by the video cameras in the inquiry terminals and the operator terminals, and a speech server (PBX) 213 for controlling input and output of speech sounds of the headsets in the inquiry terminals and the operator terminals. Further, the communication processing device 210 has content database (abbreviated as DB, hereinafter) 212 serving as a content storing part storing content such as images, video images, speech sounds and letters provided to an inquirer and content that an inquirer and an operator should share information. Speech connection by the server (PBX) 213 is subjected to control 215 by the data server 211, and a connection status is returned from the server (PBX) 213 for control of the data server 211.
In
In
With this configuration, an inquirer can smoothly start communication in his/her language without any operation. On the other hand, an operator can recognize without any operation that the inquirer is requesting communication in a language that the operator can speak. Thus, the operator does not need to change with another operator capable of speaking the language used by the inquirer, and consequently, can accept an inquiry with efficiency without keeping the inquirer wait. Also in a case where an operator is a multilingual person who can speak a plurality of languages, the operator can know without any operation what language an inquirer wants to communicate in among the languages that the operator can speak.
The communication processing system 200 has the inquiry terminals 220 to 240 each used by an inquirer 250, the operator terminals 260 to 280 each used by an operator 290, and the communication processing device 210 controlling connection between the inquiry terminals and the operator terminals. Below, the functional configurations of the respective structural elements will be described.
A common terminal controlling part 400 has a communication controlling part 410 controlling communication performed via a network 300. Information communicated by the communication controlling part 410 is divided into data and a speech sound. A data controlling part 420 performs control such as encoding and decoding of the data. A screen controlling part 430 generates screen data based on the data passed from the data controlling part 420 and displays on the display part 221/261. Moreover, the screen controlling part 430 sends instruction data to the data controlling part 420 based on an instruction passed from the display part 221/261. On the other hand, a speech controlling part 440 performs control such as compression of speech. A transmitting/receiving part 450 converts the speech passed from the speech controlling part 440 into reproduced signals, and outputs a speech sound through the headset 222/262. Moreover, the transmitting/receiving part 450 transmits speech data to the speech controlling part 440 based on speech input through the microphone of the headset 222/262. The terminal controlling part 400 can be realized by a versatile computer, for example, a personal computer.
The display part 221/261, the headset 222/262, and the video camera 223/263 are the same as shown in
The communication processing device 210 has a communication controlling part 510 controlling communication performed via the network 300. Information communicated by the communication controlling part 510 is divided into data and a speech sound. A content controlling part 540 performs control such as encoding of data passed from the content DB 212. On the other hand, a speech connecting part 530 controls speech connection between the inquiry terminals and the operator terminals.
A connection controlling part 520 controls data connection and speech connection between the inquiry terminal and the operator terminal, based on a language used by an inquirer inputted as the attribute of the inquirer through the inquiry terminal and a language used by an operator (a usable language) registered as the attribute of the operator through the operator terminal. The connection controlling part 520 has the following functional configuration parts. An operator attribute storing part 521 previously stores, for each person working as an operator of the communication processing system 200, a language that the person can speak as the attribute of the person. An operator terminal/operator attribute storing part 522, when an operator registered in the operator attribute storing part 521 starts using any of the operator terminals, stores the attribute of the operator in association with the operator terminal. An inquirer attribute storing part 523 stores a language used for an inquiry inputted by an inquirer through any of the inquiry terminals, in association with the inquiry terminal.
An attribute matching part 524 searches operator terminals used (operated) by operators capable of using a language coincident with (corresponding to) the language used by the inquirer stored in the inquirer attribute storing part 523, from the operator terminal/operator attribute storing part 522. A terminal connecting part 525 informs the operator terminals used by the operators capable of using the language coincident with the language used by the inquirer that an inquiry is made, based on the result of search by the attribute matching part 524. Upon receiving agreement to respond to the inquiry from any of the informed operator terminals, the terminal connecting part 525 connects the operator terminal to the inquiry terminal used by the inquirer.
The communication processing device 210 can be realized by a versatile computer, for example, a personal computer.
The operator attribute storing part 521 stores the kinds of languages, Japanese 612, Chinese 613, Korean 614 and English 615, that the respective operators can use for conversation, in association with operator identifiers (abbreviated as ID, hereinafter) 611.
The operator terminal use information 600 is information showing an operator ID 622 using an operator terminal and an operator terminal use condition 623, in association with an operator terminal ID 621 of the operator terminal. The operator terminal use information 600 is stored, for example, in the operator terminal/operator attribute storing part 522 to be described later referring to
The operator terminal/operator attribute storing part 522 is equivalent to the operator attribute storing part 521 shown in
The inquirer attribute storing part 523 stores a used language 702 as the attribute of an inquirer in association with an inquiry terminal ID 701. The inquirer attribute storing part 523 may further store another attribute 703 (e.g., the gender and age of an inquirer, which will be described later).
The content DB 212 stores a content ID 804 including a used language in association with a used language 801, an inquiry content 802 and an inquiry target 803. For example, in a case where the used language 801 is Japanese, the inquiry content 802 is an inquiry about sightseeing outside the airport, and the inquiry target 803 is sightseeing in the city, content with the content ID 804 “JP21” (Japanese 21) is used for information. Moreover, in a case where the used language 801 is English, the inquiry content 802 is an inquiry about a destination in the airport, and the inquiry target 803 is the boarding gate, content with the content ID 804 “EG11” (English 11) is used for information. The classification of the used language 801, the inquiry content 802 and the inquiry target 803 is not limited to this example. It is possible to classify in a different way depending on inquiries. Moreover, instead of management of information on a content basis, selection of content, images, speech sounds, letters or the like by keywords may be performed. For example, in response to an inquiry about information in the airport, an operator may select and display an image of a map of the inside of the airport.
First, initial setup is performed. In the initial setup, the inquiry terminal 240 is powered on and brought to standby (display of an initial screen) in step S901. On the other hand, in step 903, the respective operators select the operator terminals 260 to 280, and usable languages as available attributes are thereby linked to the operator terminals.
When the inquirer 250 inputs an attribute (a used language) when starting an inquiry, the inquiry terminal 240 transmits the inputted attribute (herein, Chinese) to the communication processing device 210 in step S911. The communication processing device 210 determines that operators who can speak Chinese are in charge of the operator terminals 260 and 280, and informs the operator terminals 260 and 280 that an inquirer who wants to inquire in Chinese is accessing in step S913.
When the inquiry terminals 220 to 240 are powered on, the speech controlling part 440 of each of the inquiry terminals 220 to 240 transmits a terminal registration request to the speech connecting part 530 of the communication processing device 210 in step S1001. In the communication processing device 210, the speech connecting part 530 sends a terminal registration request to the connection controlling part 520 in step S1003. Upon finishing registration of the inquiry terminal by the connection controlling part 520, the connection controlling part 520 notifies the speech connecting part 530 that terminal registration is completed in step S1005. The speech connecting part 530 notifies the speech controlling part 440 of each of the inquiry terminals 220 to 240 that terminal registration is completed in step S1007.
In step S1009, the speech controlling part 440 of each of the inquiry terminals 220 to 240 notifies the data controlling part 420 that the terminal registration process by the speech controlling part 440 is completed. In step S1011, the data controlling part 420 requests the content controlling part 540 of the communication processing device 210 to transmit initial content (including an initial screen). The content controlling part 540 of the communication processing device 210 retrieves initial content from the content DB 212 and, in step S1013, transmits to the data controlling part 420 of each of the inquiry terminals 220 to 240. The data controlling part 420 causes each of the display parts 221 to 241 of the inquiry terminals 220 to 240 to display the initial screen (see
When the operator terminals 260 to 280 are powered on, the speech controlling part 440 of each of the operator terminals 260 to 280 transmits a terminal registration request to the speech connecting part 530 of the communication processing device 210 in step S1021. In the communication processing device 210, the speech connecting part 530 sends a terminal registration request to the connection controlling part 520 in step S1023. Upon finishing registration of the operator terminal by the connection controlling part 520, the connection controlling part 520 notifies the speech connecting part 530 that terminal registration is completed in step S1025. The speech connecting part 530 notifies the speech controlling part 440 of each of the operator terminals 260 to 280 that operator registration is completed in step S1027.
In step S1029, the speech controlling part 440 of each of the operator terminals 260 to 280 notifies completion of the terminal registration process by the speech controlling part 440 (speech completion) to the data controlling part 420. In step S1031, the data controlling part 420 requests the content controlling part 540 of the communication processing device 210 to transmit authentication content for operator authentication. The content controlling part 540 of the communication processing device 210 retrieves authentication content from the content DB 212 and, in step S1033, transmits to the data controlling part 420 of each of the operator terminals 260 to 280. The data controlling part 420 causes each of the display parts 261 to 281 of the operator terminals 260 to 280 to display an authentication screen (not shown in the drawings) for the authentication content, and stands by for input of authentication information by the operators. Input by the operators may be accepted through a touchscreen panel (a responder inputting means) of each of the display parts 261 to 281, or may be accepted through an inputting means like a keyboard (not shown in the drawings). Authentication information includes an operator ID for identifying an operator and, if necessary, a password. In this exemplary embodiment, this operator ID is used in the communication processing device 210 as information for associating a second communication terminal (an operator terminal) and the attribute of a responder using the second communication terminal. Besides, authentication information may include the attribute of a responder.
When authentication information from the operator terminals 260 to 280 is inputted, the data controlling part 420 of each of the operator terminals 260 to 280 transmits operator authentication information to the content controlling part 540 of the communication processing device 210 in step S1035. In the communication processing device 210, the content controlling part 540 sends the operator authentication information to the connection controlling part 520 in step S1037. Upon finishing registration of the operator by the connection controlling part 520, the connection controlling part 520 notifies the content controlling part 540 that operator authentication is completed t in step S1039. In step S1041, the content controlling part 540 notifies operator authentication completion (operator registration completion) to the data controlling part 420 of each of the operator terminals 260 to 280.
In step S1043, the data controlling part 420 of each of the operator terminals 260 to 280 requests standby content including standby display to the content controlling part 540 of the communication processing device 210. The content controlling part 540 of the communication processing device 210 retrieves standby content from the content DB 212 and, in step S1045, transmits to the data controlling part 420 of each of the operator terminals 260 to 280. The data controlling part 420 causes the display part to display a standby screen of the standby content.
When an inquirer selects a category (a used language) on the screen of any of the inquiry terminals 220 to 240, the screen controlling part 430 of the inquiry terminal transmits the used language of the inquirer to the content controlling part 540 of the communication processing device 210 in step S1101. In step S1103, the content controlling part 540 returns a report of reception of the used language of the inquirer. Next, when the inquirer instructs to start an inquiry on the screen, the screen controlling part 430 transmits a notice of start of an inquiry to the content controlling part 540 of the communication processing device 210 in step S1105. In step S1107, the content controlling part of the communication processing device 210 passes the used language of the inquirer to the connection controlling part 520.
The connection controlling part 520 of the communication processing device 210 executes matching between useable languages of operators in charge of the operator terminals 260 to 280 and the inquirer's used language passed by the content controlling part 540. The connection controlling part 520 instructs the content controlling part 540 to transmit a start noticing screen to the operator terminal that the usable language matches the used language in step S1109, and instructs the speech connecting part 530 to produce a speech sound in step S1113. In this exemplary embodiment, because the inquirer speaks in Chinese and operators capable of speaking Chinese are in charge of the operator terminals 260 and 280 (see
In step S1111, the content controlling part 540 transmits the start noticing screen to the screen controlling part 430 of the inquiry terminal accessed by the inquirer, and also transmits the inquiry noticing screen to the operator terminals 260 and 280 (see
In the example described referring to
In steps S1109 to S1115 and steps S1121 to S1133, speech sounds and images may be processed simultaneously, may be processed in the order shown in
In
A RAM 1240 is a random access memory used by the CPU 1210 as a work area for temporary storage. In the RAM 1240, a region for storing data necessary for realization of this exemplary embodiment is secured. Reference numeral 1241 denotes an ID of a currently connected inquiry terminal. Reference numeral 1242 denotes an inquirer's attribute (a used language) selected and inputted from the inquiry terminal with the inquiry terminal ID 1241. Reference numeral 1243 denotes an ID of a currently connected operator terminal. Reference numeral 1244 denotes an attribute (a usable language) of an operator using the operator terminal with the operator terminal ID 1243. Reference numeral 1245 denotes an ID of an operator terminal used by an operator whose attribute matches the inquirer's attribute as a result of matching between the inquirers's used language and usable languages of operators using operator terminals. The number of the operator terminal IDs 1245 can be one or more. Reference numeral 1246 denotes an ID of an operator terminal used by an operator corresponding to the inquiry by the inquirer among the operator terminals with the operator terminal IDs 1245. Reference numeral 1247 denotes a display screen on the inquiry terminal (e.g., see
Storage 1250 stores database and various kinds of parameters, and also stores the following data and programs necessary for realization of this exemplary embodiment. Reference numeral 521 denotes the operator attribute storing part 521 shown in
In
The inquiry button 1315 for a person who wants to inquire in French is displayed with hatching because an operator who can respond to an inquiry in French is absent at present. For example, in a case where an operator who can respond is not registered, in a case where an operator who can respond is registered but absent at present, and in a case where all of operators who can respond are responding to other inquiries, the displaying parts 221 to 241 display so that the inquirer can understand the statuses of the operators. By touching (selecting) any of the effective buttons displayed on each of the display parts 221 to 241 in
In
First, it is determined in step S1411 of
When it is determined that an operator terminal is initiated, the connection controlling part 520 receives and stores an operator terminal ID into the operator terminal/operator attribute storing part 522 in step S1413. Next, in step S1415, the connection controlling part 520 receives and stores an operator ID into the operator attribute storing part 521 (also authenticates). In step S1417, the connection controlling part 520 acquires the attribute of the operator from the operator attribute storing part 521 based on the stored operator ID. The connection controlling part 520 associates the operator terminal ID and the operator attribute, and stores into the operator terminal/operator attribute storing part 522.
When it is determined that an inquiry terminal is initiated, the connection controlling part 520 receives and registers an inquiry terminal ID in step S1423. Next, in step S1425, the communication processing device 210 instructs the inquiry terminal to display a standby screen as shown in
The communication processing device 210 determines in step S1431 of
When determining in step S1431 that an inquirer is accessing, the communication processing device 210 acquires a used language of the inquirer in step S1433. The button shown in
On the other hand, when determining in step S1441 that an operator makes an initial response (agrees to respond), in step S1443, the communication processing device 210 notifies the other operator terminals informed of the inquiry that response to the inquiry is already completed. A method for completion notification is not limited as mentioned before. Next, in step S1445, the communication processing device 210 informs the inquiry terminal accessed by the inquirer of a response by the operator. The informing method is not limited as far as the inquirer can understand. In step S1447, the communication processing device 210 acquires a screen retrieved from the content DB 212, and causes the inquiry terminal and the operator terminal connected to each other to display the acquired screen as a common screen. The common screen needs not to be the above display necessarily. An operator may instruct to display a common screen when necessary in accordance with change of the content of an inquiry by an inquirer.
When it is determined in step S1451 that a responding operator operates, content designated by the operator is acquired from the content DB 212 in step S1453. In step S1455, the communication processing device 210 causes the inquiry terminal and the operator terminal to display the acquired content as a common screen. For example, in an airport, many people inquire about a place or a route and, in this case, the same map or floor plan is used for description. Although the above illustration is an example that an operator designates content and causes to display as a common screen, this example is part of an operation by an operator and a process according to another operation by the operator is also executed in the same manner.
Even if a place where the system is used is not an airport but a hotel, information is different, but a service to be provided and the configuration and operation are obvious from the description of this exemplary embodiment. The configuration and operation of this exemplary embodiment can be applied in other remote inquiry systems.
Next, a communication processing system according to a third exemplary embodiment of the present invention will be described. The communication processing system according to this exemplary embodiment is different from the second exemplary embodiment in that the attribute of an operator is not previously registered in an operator terminal but inputted when the operator starts to use the operator terminal. Because the other configurations and operations are the same as those of the second exemplary embodiment, the functional configuration of a communication processing device 1510, the processing procedure by the communication processing device 1510, and the configuration of an operator terminal/operator attribute storing part 1522 will be described, and a description of the same configurations and operations as those of the communication processing device 210 shown in
The operator terminal/operator attribute storing part 1522 of the connection controlling part 1520 stores the attribute (a usable language) of an operator that the operator inputs when starting to use an operator terminal, in association with the operator terminal.
In association with an ID 1601 of an operator terminal, the operator terminal/operator attribute storing part 1522 stores an operator ID 1602 of an operator in charge of the operator terminal and an input attribute 1603 inputted by the operator.
When it is determined in step S1411 that an operator terminal is initiated, the communication processing device receives and stores an operator terminal ID in step S1413 and receives and stores an operator ID in step S1415, in the same manner as in the second exemplary embodiment.
After that, in step S1717, the communication processing device stands by for input of an operator attribute. When an operator attribute is inputted, the communication processing device stores the operator terminal ID and the inputted operator attribute in association with each other into the operator terminal/operator attribute storing part 1522 in step S1419. In this exemplary embodiment, an ID of an operator terminal and an operator attribute inputted from the operator terminal are used as information for associating a second communication terminal and the attribute of a responder using the second communication terminal in the communication processing device 1510.
Next, a communication processing system according to a fourth exemplary embodiment of the present invention will be described. The communication processing system according to this exemplary embodiment is different from the second exemplary embodiment in that, in a case where a used language is taken into consideration as the attribute of an operator, the adequacy of a used language is more strictly determined based on the gender, age, nationality, birthplace, occupation, and so on. For example, a difference in dialect and language depending on generations and a variation of the range of used words are also considered. Because the communication processing system according to this exemplary embodiment is configured to select and connect a matching operator in consideration of not only a used language but also a difference in the same used language, an inquirer can talk with a more adequate operator.
Because the configurations and operations, other than an operator terminal/operator attribute storing part 1810 and an inquirer attribute storing part 1820, are the same as those of the second exemplary embodiment (the connection controlling part 520 shown in
The operator terminal/operator attribute storing part 1810 stores an operator attribute 1812 in association with an operator terminal ID 1811. The operator attribute 1812 includes not only used language but also gender, age, nationality, birthplace, occupation, and so on. The operator attribute 1812 is taken into consideration at the time of attribute matching, whereby an operator terminal used by a more adequate operator is selected.
The inquirer attribute storing part 1820 stores an inquirer attribute 1822 in association with an inquirer terminal ID 1821. The inquirer attribute 1822 includes not only used language but also gender, age, nationality, birthplace, occupation, current status, and so on. The inquirer attribute 1822 is taken into consideration at the time of attribute matching, whereby an operator terminal used by a more adequate operator is selected. These attributes are also used as information representing the object of an inquiry by an inquirer.
Next, a communication processing system according to a fifth exemplary embodiment of the present invention will be described. The communication processing system according to this exemplary embodiment is different from the second exemplary embodiment in setting priority at the time of selection of an operator. The communication processing system in this exemplary embodiment is configured to accumulate the number of receptions of inquiries today, the total response time today or the like for each of operators and control so that the operators can receive inquiries as equally as possible. Alternatively, the communication processing system may be configured to control who preferentially responds in a case where a plurality of operators simultaneously agree to respond. According to this exemplary embodiment, it is possible to equally distribute inquiry services to operators, and it is also possible to control when operators simultaneously agree to respond.
This exemplary embodiment is featured by that the processing statuses of operators are accumulated and a processing procedure by a communication processing device are changed. Because the other configurations and operations are the same as those of the second exemplary embodiment, a description thereof will be omitted. Although the priority may be set depending on the experiences and abilities of operators, the priority can be set on operators simply in advance, and such a configuration is also within the scope of the present invention.
The information 1900 representing the processing statuses of operators stores a number 1902 of receptions of inquiries today and a total time 1903 of response today in association with an operator ID 1901. The number 1902 of receptions of inquiries today and the total time 1903 of inquiries today are cleared when the system is started.
After available operator terminals are selected based on a used language in step S1435, the communication processing device determines in step S2031 whether the number of the selected available operator terminals is more than a threshold n (n represents a natural number). In a case where the number of the available operator terminals is more than the threshold n, the communication processing device, in step S2033, refers to the number of receptions of inquiries today in the information 1900 shown in
Next, in step S2035, the communication processing device determines whether there are two or more operators with the same number of receptions of inquiries. In a case where it is determined in step S2035 that there are two or more operators with the same number of receptions of inquiries, the communication processing device selects n operator terminals in increasing order of the total response time today in step S2037.
Then, the communication processing device informs the operators using the selected operator terminals of access by an inquirer so that the used language is obvious.
Next, a communication processing system according to a six exemplary embodiment of the present invention will be described. The communication processing system according to this exemplary embodiment is different from that of the second exemplary embodiment in not focusing on matching of used languages with a used language as the attribute of an operator but performing matching of various attributes between inquirers and operators so as to be more versatile. This exemplary embodiment enables matching between an inquirer and an operator in various systems, such as a system that an operator can move from one operator terminal to the next. For example, connection from a service center is not fixed to a predetermined operator or operator terminal, and selection corresponding to varying operators is allowed.
Because the configurations and operations, other than an operator terminal/operator attribute storing part 2110 and an inquirer attribute storing part 2120, are the same as those of the second exemplary embodiment (the connection controlling part 520 in
The operator terminal/operator attribute storing part 2110 stores an operator attribute 2112 in association with an operator terminal ID 2111. The operator attribute 2112 contains operators' occupations, fields of expertise, special knowledge, and so on. The operator attribute 2112 is matched in combination or separately at the time of attribute matching, and an operator terminal used by a more adequate operator is thereby selected.
Further, the inquirer attribute storing part 2120 also stores an inquirer attribute 2122 in association with an inquirer terminal ID 2121. The inquirer attribute 2122 contains the fields, targets and contents of inquiries by inquirers, and so on. The inquirer attribute 2122 is matched in combination or separately at the time of attribute matching, and an operator terminal used by a more adequate operator is thereby selected.
The exemplary embodiments of the present invention are described above in detail. Any and all systems or devices by any combinations of the features of the exemplary embodiments fall within the scope of the present invention.
Further, the present invention may be applied to a system configured by a plurality of equipment, or may be applied to a stand-alone device. Moreover, the present invention may also be applied in a case where control programs realizing the functions of the exemplary embodiment are supplied directly or remotely to a system or a device. Accordingly, any and all control programs installed into a computer, mediums for storing the control programs, or WWW (World Wide Web) servers for downloading the control programs in order to realize the functions of the present invention in the computer also fall within the scope of the present invention.
Although the present invention is described above referring to the respective exemplary embodiments, the present invention is not limited to the abovementioned exemplary embodiments. The configurations and details of the present invention can be modified within the scope of the present invention in various manners that can be understood by one skilled in the art.
The present invention is based upon and claims the benefit of priority from Japanese patent application No. 2011-115924, filed on May 24, 2011, the disclosure of which is incorporated herein in its entirety by reference.
| Number | Date | Country | Kind |
|---|---|---|---|
| 2011-115924 | May 2011 | JP | national |
| Filing Document | Filing Date | Country | Kind | 371c Date |
|---|---|---|---|---|
| PCT/JP2012/003149 | 5/15/2012 | WO | 00 | 11/22/2013 |
