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JP-2026074496-A - User assistance device, user assistance method, and program

JP2026074496AJP 2026074496 AJP2026074496 AJP 2026074496AJP-2026074496-A

Abstract

[Problem] Previously, it was difficult to properly support users in entering information because it was not possible to send the appropriate screen to the user's terminal based on the voice information provided by the user. [Solution] The user support device 1 comprises a screen management unit 111 which stores one or more screen management pieces of information that associate screen transmission conditions, which are the conditions for transmitting screen information, with screen information; a voice receiving unit 121 which receives user voice information, which is voice information transmitted from the user terminal 2; an analysis unit 131 which detects screen transmission conditions that match the analysis results obtained by analyzing the user voice information received by the voice receiving unit 121; a screen acquisition unit 135 which acquires screen information that corresponds to the screen transmission conditions detected by the analysis unit 131; and a screen transmission unit 141 which transmits the screen information acquired by the screen acquisition unit 135 to the user terminal 2. This allows the user to receive appropriate support by transmitting an appropriate screen to the user's terminal based on voice information from the user. [Selection Diagram] Figure 3

Inventors

  • 齋藤 成之
  • 武藤 尚也
  • 高谷 航洋

Assignees

  • 株式会社RightTouch

Dates

Publication Date
20260507
Application Date
20241021

Claims (9)

  1. A screen management unit stores one or more screen management pieces of information that associate screen transmission conditions, which are the conditions for transmitting screen information related to the screen, with the screen information itself. A voice receiving unit that receives user voice information, which is voice information transmitted from the user's user terminal, An analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. A screen acquisition unit acquires screen information corresponding to the screen transmission conditions detected by the analysis unit, A user assistance device comprising: a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.
  2. The user assistance device according to claim 1, wherein the screen transmission conditions are based on the analysis results or the user's input status on the screen corresponding to the screen information.
  3. The screen transmission conditions are conditions based on the analysis results and the input status. The system further comprises an input receiving unit that receives user input information for a screen based on the screen information transmitted by the screen transmission unit, The aforementioned analysis unit, The voice receiving unit analyzes the user voice information received and obtains the analysis results; The input receiving unit includes a status acquisition means for acquiring the input status based on the input information received, The user support device according to claim 2, further comprising a screen condition determination means for detecting screen transmission conditions that match the analysis results and the input status.
  4. The aforementioned voice information is voice information from the user to the call center, The system further comprises a call center status acquisition unit that acquires call center status to identify the status of the call center, a dialogue status acquisition unit that acquires dialogue status which is the congestion level of other means of communication for the user other than telephone, or an attribute value acquisition unit that acquires one or more user attribute values corresponding to the user voice information from a user management unit which stores one or more user information having one or more user attribute values that are paired with a user identifier, The aforementioned screen acquisition unit, The user assistance device according to claim 1, which acquires different screen information based on the call center status, the dialogue status, and one or more types of information from the one or more user attribute values.
  5. A support information management unit stores one or more support management information sets, each containing information transmission conditions that relate to the user's input status on the screen and are conditions for sending information to the user terminal, and source information that forms the basis of the information to be transmitted. The system further comprises an input receiving unit that receives user input information for a screen based on the screen information transmitted by the screen transmission unit, The aforementioned analysis unit, The input receiving unit includes a status acquisition means for acquiring the input status based on the input information received, The system includes an information condition determination means for detecting information transmission conditions that match the input status acquired by the status acquisition means, A support information acquisition unit that acquires support information based on the source information corresponding to the information transmission conditions detected by the information condition determination means, The user support device according to claim 1, further comprising a support information transmission unit that transmits the support information acquired by the support information acquisition unit to the user terminal.
  6. The aforementioned support information transmission unit is: The user support device according to claim 5, which transmits the audio information of the support information to the user terminal, or transmits the support information so that it is output on the screen of the user terminal.
  7. The aforementioned screen acquisition unit, Obtain screen information, including the URL for accessing the screen from the user's terminal. The aforementioned screen transmission unit, The user assistance device according to any one of claims 1 to 6, which transmits the screen information to the user terminal via short message.
  8. A user support method implemented by a screen management unit which stores one or more screen management information that associates screen transmission conditions, which are conditions for transmitting screen information related to a screen, with screen information, an audio receiving unit, an analysis unit, a screen acquisition unit, and a screen transmission unit, The voice receiving unit performs a voice receiving step in which it receives user voice information, which is voice information transmitted from the user's user terminal, The analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. The screen acquisition step involves the screen acquisition unit acquiring screen information corresponding to the screen transmission conditions detected by the analysis unit, A user support method comprising: a screen transmission step in which the screen transmission unit transmits the screen information acquired by the screen acquisition unit to the user terminal.
  9. A computer that can access a screen management unit that stores one or more screen management information sets, each set of screen transmission conditions (conditions for transmitting screen information related to the screen) and the screen information itself, A voice receiving unit that receives user voice information, which is voice information transmitted from the user's user terminal, An analysis unit analyzes the user voice information received by the voice receiving unit, obtains the analysis results, and detects screen transmission conditions that match the analysis results. A screen acquisition unit acquires screen information corresponding to the screen transmission conditions detected by the analysis unit, A program to cause the screen acquisition unit to function as a screen transmission unit that transmits the screen information acquired by the screen acquisition unit to the user terminal.

Description

This invention relates to a user assistance device, etc., that analyzes a user's voice information and transmits screen information to the user's user terminal. Conventionally, there have been call center systems that claimed to provide highly satisfactory customer service (see Patent Document 1). Such a system comprises a switch that receives customer communications, a telephone reception device that stores at least the content of customer communications, an operator terminal connected to the telephone reception device that displays a customer service screen and instructs the switch to receive or forward the customer communication received by the switch to one of several predetermined forwarding destinations, and an engineer terminal that is a forwarding destination and displays the customer service screen. The system also includes a text data conversion mechanism that converts the customer communications stored in the telephone reception device into text data, a text data storage mechanism that stores the text data converted by the text data conversion mechanism, and an extraction mechanism that extracts communications containing pre-set keywords from the text data stored in the text data storage mechanism. Japanese Patent Publication No. 2016-192714 Conceptual diagram of information system A in Embodiment 1Block diagram of the same information system ABlock diagram of the user support device 1.A flowchart illustrating an example of the operation of the user support device 1.A flowchart illustrating an example of the same speech analysis process.A flowchart illustrating an example of the screen acquisition process.A flowchart illustrating an example of the screen configuration process.A flowchart illustrating an example of the process for acquiring support information.A diagram showing an example of the screen management table.A diagram showing an example of the support information management table.A diagram showing an example of the user management table.Block diagram of the computer system The following describes embodiments of user assistance devices, etc., with reference to the drawings. Note that components denoted by the same reference numerals in these embodiments perform similar operations, and therefore, further explanation may be omitted. (Embodiment 1) In this embodiment, a user assistance device is described that receives user voice information via telephone, analyzes the voice information, and transmits screen information corresponding to the analysis results to the user terminal. In this embodiment, it is preferable that the screen information transmitted to the user terminal differs depending on the status of the call center, the system status, or user attribute values, etc. This embodiment describes a user assistance device that acquires information entered by the user on the screen and, depending on the status of that input, outputs audio to the user terminal or displays information on the screen. In this specification, information X being associated with information Y means that information Y can be retrieved from information X, or information X can be retrieved from information Y, and the method of association is irrelevant. Information X and information Y may be linked, exist in the same buffer, information X may be contained within information Y, or information Y may be contained within information X, etc. Furthermore, in this specification, selecting or determining information Z involves obtaining information Z, obtaining a pointer to information Z, obtaining the ID of information Z, setting a flag on information Z, etc. In short, it is sufficient to be able to access information Z. Figure 1 is a conceptual diagram of information system A in this embodiment. Information system A comprises a user support device 1, one or more user terminals 2, one or more operator terminals 3, and one or more generation AI devices 4. User support device 1 is typically a server. User support device 1 may be, for example, a cloud server or an ASP server, but its type is not limited. User terminal 2 is the terminal used by the user. The user is, for example, someone who makes an inquiry by voice. The user is, for example, someone who makes an inquiry by calling a call center. The subject matter is, for example, a product or service, but is not limited to that. The means of inquiry is telephone, video conferencing, etc. Operator terminal 3 is a terminal used by the operator. An operator is someone who answers user inquiries. An operator is, for example, a call center operator. The user terminal 2 and operator terminal 3 may be, for example, a smartphone, mobile phone, personal computer, tablet, or landline telephone, but the type is not limited. It is preferable that the user terminal 2 and operator terminal 3 have a display and a speaker. The generation AI device 4 is a device that has the function of a generation AI. In this context, the generation AI device 4 typically has the function of a text genera