JP2017147635A - Automatic response system and automatic response method - Google Patents

Abstract

The present invention provides an automatic response system that responds to requests from users and is capable of visually providing guidance services along with voice guidance using a general-purpose communication means. The device is connected to a communication terminal via a communication network, and transmits voice guidance data to the communication terminal in response to a request from the communication terminal. The call processing device is connected to a communication terminal. The storage device stores voice guidance data and text guidance data, which is text data corresponding to the voice guidance data, in association with each other. The voice guidance device transmits voice guidance data to a communication terminal via a communication network. The call processing device includes text data transmitting means for transmitting the voice guidance data by the voice guidance device and also transmitting text guidance data corresponding to the voice guidance data to the communication terminal. [Selection diagram] Figure 1

Description

  The present invention relates to an automatic response system and an automatic response method.

  In recent years, in order to efficiently handle increasing orders and registrations from customers in customer support and mail-order sales, various inquiries, etc., call centers have received telephone calls from customers and automated voice response (IVR) : Automatic voice response system is used. In such an automatic answering system, voice guidance is reproduced in response to a telephone inquiry from a customer. The customer operates the push button according to the voice guidance. For this reason, the customer cannot perform an operation for requesting a desired service until an operation method instructed by the voice guidance is heard. Therefore, when the operation method is explained at the end of the voice guidance, it takes time because the user cannot proceed to the next operation unless the voice guidance is heard to the end. Therefore, in order to enable the customer to perform the operation without listening to the voice guidance to the end, an automatic response system that uses the videophone function to display the contents of the voice guidance as an image along with the playback of the voice guidance has been considered ( For example, Patent Document 1).

JP 2004-356896 A

  In the automatic answering system in the above-described prior art, voice and images are transmitted and received using a videophone function. Therefore, on the assumption that the terminal on the customer side is a videophone terminal, Transmission / reception must be performed using a videophone-specific protocol such as H.323. For this reason, such an automatic response system does not correspond to a smartphone terminal generally used as a communication terminal or a general-purpose communication protocol such as an HTTP protocol or an HTTPS protocol, and is in the current communication service market. There was a problem that it was not suitable.

  The present invention has been made in view of the above problems, and provides an automatic response system and an automatic response method capable of providing a visual guidance service using general-purpose communication means in addition to voice guidance. The purpose is to provide.

  An automatic response apparatus according to the present invention is an automatic response system that is connected to a communication terminal via a communication network and transmits voice guidance data to the communication terminal in response to a request from the communication terminal. A storage device that associates and stores a call processing device to be connected, voice guidance data, and text guidance data that is text data corresponding to the voice guidance data, and the voice to the communication terminal via the communication network A voice guidance device for transmitting guidance data, wherein the call processing device transmits the text guidance data corresponding to the voice guidance data to the communication terminal together with the transmission of the voice guidance data by the voice guidance device. Having text data transmission means And butterflies.

  An automatic response method according to the present invention is an automatic response method in an automatic response system that is connected to a communication terminal via a communication network and transmits voice guidance data to the communication terminal in response to a request from the communication terminal. Transmitting the voice guidance data to the communication terminal; and transmitting text guidance data corresponding to the voice guidance data to the communication terminal in accordance with the transmission of the voice guidance data. It is characterized by including.

  According to the present invention, in an automatic response system that responds to a request from a user, it is possible to visually provide guidance contents to a user using general-purpose communication means in addition to voice guidance.

It is a block diagram which shows typically the automatic response system and terminal device of this invention. 2 is a diagram illustrating a configuration of a terminal device 10. FIG. 2 is a diagram showing a configuration of a call processing server 12. FIG. It is a figure which shows the example of the guidance table GT. It is a sequence diagram which shows the automatic response process in an automatic response system. It is a block diagram which shows typically the automatic response system and terminal device of Example 2. 6 is a diagram illustrating a configuration of a call processing server 16 in Embodiment 2. FIG. It is a figure which shows the example of the telephone call connection management table CT. It is a figure which shows the example of the guidance table GT in Example 2. FIG. It is a sequence diagram which shows the 1st process in the automatic response system of Example 2. It is a figure which shows the example of the text displayed on the terminal device 10 in a 1st process. It is a sequence diagram which shows the 2nd process in the automatic response system of Example 2. It is a figure which shows the example of the text displayed on the terminal device 10 in a 2nd process. It is a figure which shows the example of the user information table UT.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a diagram showing an automatic response system and a terminal device according to the present invention. The terminal device 10 is connected to the automatic response system 11 via the IP network NW.

  The terminal device 10 is a telephone terminal having a function of performing VoIP (Voice over Internet Protocol) communication (hereinafter referred to as an IP telephone function) via the IP network NW. The terminal device 10 is composed of, for example, a smart phone terminal in which an application for an IP telephone function (hereinafter referred to as an IP telephone application) is installed.

  The terminal device 10 includes an audio output unit 21 and a display screen 22 as illustrated in FIG. The audio output unit 21 outputs audio acquired by VoIP communication. The display screen 22 is composed of an LCD (Liquid Crystal Display) or the like, and displays various information. A dial screen composed of numbers 0 to 9 and symbols “*” and “#” is displayed in the screen lower part 22 b of the display screen 22 in accordance with the operation by the user.

  The terminal device 10 has a function of displaying text data transmitted via the IP network NW as a text message on a pop-up screen. For example, the terminal device 10 uses a communication protocol such as HTML to send text data (for example, “APNs (Apple Push Notification Service), GCM (Google Cloud Messaging for Android)) and other push notification services compatible with smartphones. "AAAAA") is displayed as a text message on the screen upper part 22a of the display screen 22. The terminal device 10 is configured to be able to display a text message on a pop-up screen even when the IP phone application is not activated.

  Referring back to FIG. 1, the automatic answering system 11 includes a call processing server 12, a voice guidance server 13, and a guidance database 14. The call processing server 12, the voice guidance server 13, and the guidance database 14 are connected to each other via, for example, a LAN (Local Area Network) and the like, and also connected to the IP network NW.

  As shown in FIG. 3, the call processing server 12 has a function of making a VoIP communication and receiving or transferring a call, and includes a call control unit 31, a DTMF (Dual-Tone Multi-Frequency) processing unit 32, a text guidance process. Unit 33 and voice guidance reproduction request unit 34.

  The call control unit 31 performs call control according to a protocol such as SIP (Session Initiation Protocol). For example, the call control unit 31 performs an incoming call process in response to a call from the terminal device 10 and establishes a call state between the terminal device 10 and the call processing server 12. In addition, the terminal device 10 is called.

  The DTMF processing unit 32 analyzes the tone signal transmitted from the terminal device 10 via the IP network NW during VoIP communication, and identifies the dial number pressed in the terminal device 10. The DTMF processing unit 32 has a function of determining which guidance is to be notified to the terminal device 10 in accordance with the order of the pressed dial numbers.

  The text guidance processing unit 33 acquires text guidance data corresponding to the guidance determined by the DTMF processing unit 32 from the guidance database 14 and transmits it to the terminal device 10 via the IP network NW. The transmission protocol is a protocol corresponding to a push notification service of a smartphone such as APNs or GCM.

  The voice guidance reproduction request unit 34 transmits a voice guidance reproduction request for requesting reproduction of the voice guidance corresponding to the guidance determined by the DTMF processing unit 32 to the voice guidance server 13.

  Referring again to FIG. 1, the voice guidance server 13 acquires voice guidance data from the guidance database 14 in response to the voice guidance playback request transmitted from the voice guidance playback request unit 34 of the call processing server 12. The voice guidance server 13 reproduces the acquired voice guidance data and performs a voice guidance automatic response to the terminal device 10.

  The guidance database 14 has a guidance table GT as shown in FIG. 4 that stores voice guidance data and text guidance data corresponding to the voice guidance data. The guidance number GN is a number from 1 to N assigned to identify the guidance content.

  The text guidance data TG is character string data expressing specific guidance contents in text. The text guidance data TG is acquired by the text guidance processing unit 33 of the call processing server 12 and transmitted to the terminal device 10.

  The voice guidance data AG is a sound source file that expresses specific guidance contents by voice. The voice guidance data AG is reproduced (transmitted) toward the terminal device 10 by the voice guidance server 13 and output from the voice output unit 21 of the terminal device 10.

  Next, operations of the terminal device 10 and the automatic response system 11 will be described with reference to the sequence diagram of FIG.

  First, the terminal device 10 makes a call to the call processing server 12 in response to a user's dial operation (step S101). The call control unit 31 of the call processing server 12 performs an incoming call process for an outgoing call from the terminal device 10 (step S102). Thereby, the call connection (VoIP communication connection) between the terminal device 10 and the call processing server 12 is established.

  The voice guidance reproduction request unit 34 of the call processing server 12 transmits a voice guidance reproduction request for requesting reproduction of the first voice guidance (for example, guidance number GN = 1) to the voice guidance server 13 (step S103).

  The voice guidance server 13 responds to the voice guidance reproduction request from the call processing server 12 and the voice guidance data corresponding to the requested guidance number GN (for example, GN = 1) from the guidance table GT of the guidance database 14 (ie, GN = 1). , AAAA.wav). The voice guidance server 13 reproduces the acquired voice guidance (that is, sends voice guidance data) toward the terminal device 10 (step S104). The voice output unit 21 of the terminal device 10 outputs voice guidance.

  The text guidance processing unit 33 of the call processing server 12 acquires the text guidance data TG corresponding to the guidance number GN = 1 (that is, “AAAA”) from the guidance table GT of the guidance database 14 and transmits it to the terminal device 10. (Step S105). The terminal device 10 displays a text message (“AAAA”) on the screen upper part 22 a of the display screen 22.

  The terminal device 10 displays a dial screen on the lower screen portion 22b of the display screen 22 in response to a user operation, and accepts pressing of a dial number. The terminal device 10 transmits a tone signal corresponding to the pressed dial number (for example, 3) to the call processing server 12 (step S106).

  The DTMF processing unit 32 of the call processing server 12 identifies the pressed dial number (for example, 3) based on the tone signal transmitted from the terminal device 10. The DTMF processing unit 32 instructs the voice guidance reproduction request unit 34 to make a voice guidance reproduction request in order to reproduce the voice guidance corresponding to the guidance number GN (for example, GN = 3) related to the specified dial number. . The voice guidance reproduction request unit 34 transmits a voice guidance reproduction request for requesting reproduction of the voice guidance having the guidance number GN (eg, GN = 3) to the voice guidance server 13 (step S107).

  In response to the voice guidance reproduction request from the call processing server 12, the voice guidance server 13 reads the voice guidance data corresponding to the requested guidance number GN (for example, GN = 3) from the guidance table GT in the guidance database 14. CCCC.wav). The voice guidance server 13 reproduces the acquired voice guidance toward the terminal device 10 (step S108). The voice output unit 21 of the terminal device 10 outputs voice guidance.

  The text guidance processing unit 33 of the call processing server 12 acquires the text guidance data TG (that is, “CCCC”) corresponding to the guidance number GN = 3 from the guidance table GT of the guidance database 14 and transmits it to the terminal device 10. (Step S109). The terminal device 10 displays a text message (“CCCC is”) on the upper part 22 a of the display screen 22.

  As described above, the automatic response system 11 of the present invention transmits the text guidance data to the terminal device 10 together with the reproduction of the voice guidance, and displays it on the display screen 22 of the terminal device 10. As a result, the content of the guidance is provided to the user in a form that is visually easy to understand. Therefore, the user can perform an operation according to the guidance content without listening to the voice guidance to the end.

  The automatic response system 11 of the present invention transmits text guidance data using a push notification service by a general-purpose communication protocol corresponding to a smartphone such as HTML. Therefore, even if the terminal device 10 does not have a special function such as a videophone function, the guidance content can be presented in a form that is visually easy to understand together with the voice guidance.

  The automatic response system of the present embodiment will be described with reference to FIGS. In addition, the same code | symbol is attached | subjected about the structure similar or equivalent to Example 1, and description is abbreviate | omitted.

  FIG. 6 is a diagram illustrating the automatic response system 15 and the terminal device 10 according to the present embodiment. The terminal device 10 is connected to the automatic response system 15 via the IP network NW. In this embodiment, the automatic answering system 15 includes a call processing server 16, a voice guidance server 13, a guidance database 17, and an operator terminal 18.

  As shown in FIG. 7, the call processing server 16 includes a call control unit 31, a DTMF processing unit 32, a text guidance processing unit 33, a voice guidance reproduction request unit 34, a reception monitoring unit 35, and a notification destination telephone number registration unit 36. .

  The reception monitoring unit 35 accesses the call connection management table CT of the guidance database 17 as shown in FIG. 8 according to the state of the call connection between the terminal device 10 and the operator terminal 18, and refers to the reception state AS and Update.

  The notification destination telephone number registration unit 36 accesses the call connection management table CT of the guidance database 17, and refers to and updates the notification destination telephone number NN and the notification count NT.

  The guidance database 17 has a call connection management table CT shown in FIG. In the call connection management table CT, a subscriber telephone number SN, an acceptance state AS, a notification destination telephone number NN, and a notification count NT are stored in association with each other.

  The subscriber telephone number SN is a telephone number of a user (subscriber) who can use the automatic response service of this embodiment, and is registered and updated by the operator terminal 18.

  The acceptance state AS is state information indicating the current state of call connection between the terminal device 10 and the operator terminal 18 and whether or not the operator terminal 18 is in a state in which call connection with the terminal device 10 is possible. That is, the reception state AS is status information indicating the reception state of the telephone reception by the operator, and any of the three states of “waiting for reception”, “acceptable” and “accepted” is registered as the reception state AS. .

  “Waiting for acceptance” means that the operator terminal 18 cannot make a call connection with the direct terminal device 10 because there is a request for a call connection from the terminal device 10 to the operator terminal 18 and the operator terminal 18 is in a call connection with another terminal. This indicates that the state is in a state where the operator cannot accept a call. “Acceptable” indicates that there is a call connection request from the terminal device 10 to the operator terminal 18 and the operator terminal 18 is in a state where the call connection is possible (that is, a state where the operator can accept a call). “Accepted” indicates that a call connection between the terminal device 10 and the operator terminal 18 has already been established (that is, a state where the operator is accepting a telephone call from the user).

  If there are a plurality of communication terminals 10 in the “waiting for reception” state, the number of “waiting for reception” for each communication terminal 10 may be registered in the call connection management table CT.

  When the operator terminal 18 shifts from the “waiting for reception” state to a state where the telephone terminal can be connected, the reception monitoring unit 35 of the call processing server 16 updates the reception state AS to “acceptable”. If there are a plurality of communication terminals 10 in the “waiting for reception” state, the reception state AS of each communication terminal 10 is updated to “acceptable” in the order in which the “waiting for reception” state is registered. May be. When a call connection is established between the terminal device 10 and the operator terminal 18 in the “acceptable” state, the reception monitoring unit 35 of the call processing server 16 updates the reception state AS to “accepted”.

  The notification destination telephone number NN is a telephone number for returning notification and calling from the automatic answering system 15 to the terminal device 10, and is notified to the call processing server 16 by the user's dial operation according to the guidance, and is connected to the call connection management table CT. Registered in

  The notification count NT is information indicating the number of times that the call connection between the terminal device 10 and the operator terminal 18 is completed. The notification number NT is used, for example, to limit the number of call connections between the terminal device 10 and the operator terminal 18. That is, the call processing server 16 performs a process of preventing the connection between the terminal device 10 and the operator terminal 18 for a certain period when the notification count NT reaches a predetermined upper limit value (for example, 10). Do.

  The guidance database 17 has a guidance table GT shown in FIG. The guidance table GT stores voice guidance data AG and text guidance data TG corresponding thereto.

  In the guidance table GT of the present embodiment, operator reception messages OAM (guidance numbers GN = N + 1 to N + 3) are stored in addition to the same guidance numbers GN = 1 to N as in the first embodiment.

  The text guidance data TG with the guidance number GN = N + 1 is text data transmitted to the terminal device 10 in the “waiting for reception” state. For example, “It is very crowded. Please enter ". In addition, “Z1.wav” is stored as voice guidance data AG corresponding thereto.

  The text guidance data TG having the guidance number GN = N + 2 receives a call request from the user in the “waiting for reception” state, and once disconnects the call connection between the call control server 16 and the terminal device 10. The text data transmitted to, for example, indicates the guidance content “Accepted. This call will be terminated.” Further, “Z2.wav” is stored as the voice guidance data AG corresponding to this.

  The text guidance data TG of the guidance number GN = N + 3 is text data transmitted to the terminal device 10 when the state is changed from “Waiting for acceptance” to “Available”, for example, “Thank you for waiting. "Do you want to connect to the operator?" Further, “Z3.wav” is stored as voice guidance data AG corresponding to this.

  The operator terminal 18 is a terminal used by an operator who performs VoIP communication with a user, and is configured to be able to make a call connection with the terminal device 10. The operator terminal 18 accesses the guidance database 17 and makes a call to the terminal device 10 according to the operation of the operator.

  The automatic answering system 15 according to the present embodiment is used when the user desires a call with an operator but the operator terminal 18 is not in a state in which a call can be connected (for example, when a call is connected with another terminal). After the process of receiving a call request from the terminal device 10 (hereinafter referred to as the first process) and the operator terminal 18 is in a state in which a call connection is possible (for example, a state in which a call connection with another terminal is terminated). A process of connecting the terminal device 10 and the operator terminal 18 by telephone (hereinafter referred to as a second process) is performed. Hereinafter, operations performed by the terminal device 10 and the automatic response system 15 of the present embodiment in the first process and the second process will be described.

  First, operations of the terminal device 10 and the automatic response system 15 in the first process will be described with reference to the sequence diagram of FIG. In the following description, it is assumed that the call connection between the terminal device 10 and the call processing server 16 is established, and the call from the terminal device 10 to the call processing server 16 and the call processing server 16 Incoming call processing (steps S101 and S102 in the first embodiment) will be omitted.

  In response to the user's dial operation, the terminal device 10 transmits an operator call request indicating that a call with the operator is desired to the call processing server 16 (step S201). The call processing server 16 notifies the operator terminal 18 that an operator call request has been received from the terminal device 10 (step S202).

  Since the operator terminal 18 is not in a state where the operator terminal 18 is capable of making a call connection, the operator terminal 18 accesses the call connection management table CT in the guidance database 17 and accepts a subscriber telephone number SN (for example, 0901011001) corresponding to the terminal device 10. The AS is registered as “waiting for reception” (step S203).

  The reception monitoring unit 35 of the call processing server 16 accesses the guidance database 17, refers to the reception state AS of the call connection management table CT (reception monitoring), and is in a state in which the terminal device 10 and the operator terminal 18 can make a call connection. It is determined whether or not (step S204). In step S203, since the reception state AS corresponding to the subscriber telephone number SN of the terminal device 10 is registered as “waiting for reception”, the call processing server 16 determines that the current state is “waiting for reception”.

  The voice guidance reproduction request unit 34 of the call processing server 16 transmits to the voice guidance server 13 a reception waiting voice reproduction request for requesting the reproduction of the voice guidance indicating the “waiting for reception” state (step S205).

  The voice guidance server 13 responds to the reception waiting voice reproduction request from the call processing server 16 and reads voice guidance data (Z1) corresponding to the corresponding guidance number GN (that is, GN = N + 1) from the guidance table GT of the guidance database 17. .Wav). The voice guidance server 13 reproduces the acquired voice guidance (sends voice guidance data) toward the terminal device 10 (step S206). The voice output unit 21 of the terminal device 10 outputs voice guidance.

  The text guidance processing unit 33 of the call processing server 16 corresponds to the guidance number GN = N + 1 (that is, “It is very crowded. Please enter the telephone number of the notification destination. Is obtained from the guidance table GT of the guidance database 17 and transmitted to the terminal device 10 (step S207).

  The terminal device 10 displays the transmitted text guidance on the display screen 22. For example, as shown in FIG. 11, a text message “It is very crowded. I will try again, please enter the phone number of the notification destination” is displayed on the upper part 22 a of the display screen 22.

  The terminal device 10 receives an input operation of the notification destination telephone number by the user, and transmits a tone signal indicating the notification destination telephone number to the call processing server 16 (step S208).

  The reception monitoring unit 35 of the call processing server 16 accesses the call connection management table CT of the guidance database 17 and notifies the notification destination telephone number NN (for example, an IP telephone dedicated number) of the subscriber telephone number SN corresponding to the terminal device 10. 05011110001) is registered (step S209).

  The voice guidance reproduction request unit 34 of the call processing server 16 sends a call termination voice reproduction request for requesting reproduction of voice guidance indicating that the call connection between the call control server 16 and the terminal device 10 to be once disconnected. It transmits to the server 13 (step S210).

  In response to the call end voice playback request from the call processing server 16, the voice guidance server 13 reads voice guidance data (Z2) corresponding to the corresponding guidance number GN (ie, GN = N + 2) from the guidance table GT of the guidance database 17. .Wav). The voice guidance server 13 reproduces the acquired voice guidance (sends voice guidance data) toward the terminal device 10 (step S211). The voice output unit 21 of the terminal device 10 outputs voice guidance.

  The text guidance processing unit 33 of the call processing server 16 acquires the text guidance corresponding to the guidance number GN = N + 2 (that is, “Accepted. This call will be terminated”) from the guidance table GT of the guidance database 17. It transmits to the terminal device 10 (step S212). The terminal device 10 displays text guidance (“Accepted. This call will be terminated”) on the screen upper part 22 a of the display screen 22.

  The call control unit 31 of the call processing server 16 disconnects the call connection between the terminal device 10 and the call processing server 16 (step S213).

  With the above operation, the terminal device 10 and the automatic response system 15 perform the first process.

  Next, operations of the terminal device 10 and the automatic response system 15 in the second process will be described with reference to the sequence diagram of FIG.

  The reception monitoring unit 35 of the call processing server 16 accesses the guidance database 17, refers to the reception state AS of the call connection management table CT (reception monitoring), and can connect the terminal device 10 and the operator terminal 18. It is determined whether or not there is (step S301).

  When the operator terminal 18 shifts from a state in which the operator terminal 18 cannot be connected to a call to a state in which a call can be connected, the operator terminal 18 accesses the call connection management table CT of the guidance database 17 and the subscriber telephone number SN (for example, corresponding to the terminal device 10) 0901011001) is changed from “waiting for reception” to “acceptable” (step S302).

  The text guidance processing unit 33 of the call processing server 16 accepts the operator's telephone call, that is, the text guidance (“O” indicates the guidance number GN = N + 3 indicating that the telephone connection with the operator terminal 18 is possible. "Would you like me to connect you to the operator?") Is acquired from the guidance table GT in the guidance database 17 and transmitted to the terminal device 10 (step S303).

  The terminal device 10 displays the transmitted text guidance on the display screen 22. For example, as shown in FIG. 13, a text message “Sorry for waiting. Do you want to connect to the operator?” Is displayed on the upper part 22 a of the display screen 22.

  In addition to the text message, the terminal device 10 displays messages “Yes” and “No” prompting the user to make a selection on the display screen 22. When “Yes” is selected by the user's operation, the terminal apparatus 10 transmits an operator call request for requesting a call with the operator to the call processing server 16 (step S304). When “No” is selected by the user's operation, the terminal apparatus 10 transmits an operator call cancellation request for requesting cancellation of the call to the operator to the call processing server 16. The call processing server 16 accesses the call connection management table CT of the guidance database 17 and changes the reception status AS of the subscriber telephone number SN (for example, 0901011001) corresponding to the terminal device 10 from “acceptable” to “empty”, for example. Change to "Can accept" status.

  In addition, when “Yes” and “No” are selected after the elapse of a predetermined time after the messages “Yes” and “No” prompting the user to select are displayed, the call processing server 16 , A text guidance indicating that a timeout has occurred is transmitted to the terminal device 10, and the acceptance state AS of the subscriber telephone number SN (for example, 0901011001) corresponding to the terminal device 10 is changed from “acceptable” to, for example, “empty state”. The state of “acceptable” may be canceled.

  After receiving the operator call request, the call processing server 16 makes a call to the operator terminal 18 (step S305). In response to this, the operator terminal 18 makes an incoming call (step S306). Thereby, the call connection between the operator terminal 18 and the call processing server 16 is once established.

  The call processing server 16 makes a call to the terminal device 10 (step S307). The terminal device 10 makes an incoming call for this (step S308). As a result, the call processing server 16 establishes a call connection between the terminal device 10 and the operator terminal 18.

  As described above, the automatic answering system 15 according to the present embodiment calls the terminal device 10 while receiving a call request from the terminal device 10 when the operator is not in a state where a call is possible due to a call with another terminal. After the call connection with the processing server 16 is once disconnected and the operator is ready to talk, the terminal device 10 and the operator terminal 18 are connected by telephone. As a result, the user does not need to wait for the operator terminal 18 to be able to establish a call connection while maintaining the call state, so that it is possible to suppress the occurrence of a call charge while waiting for the connection. In addition, the user can use the connection waiting time for other purposes.

  In addition, embodiment of this invention is not restricted to what was described in the said Example. For example, in the above-described embodiment, the case where the terminal device 10 is a smartphone terminal in which an application for the IP phone function (hereinafter referred to as an IP phone application) is installed has been described as an example. However, the terminal device 10 may be a tablet terminal or an IP telephone terminal having a display capable of displaying a text message. In short, the terminal device 10 only needs to have an IP telephone function and a function of displaying a text message notified via the IP network NW.

  In the above embodiment, an example has been described in which the guidance database includes the guidance table GT and the call connection management table CT (second embodiment). However, separately from this, it may have a user information table UT as shown in FIG. 14 for storing user information of users who use the automatic response system. The user information table UT stores information on whether or not voice guidance reproduction and text guidance data need to be transmitted (ON or OFF) for each subscriber number SN. Further, the user information table UT stores information on whether or not to perform voice guidance reproduction and text guidance data transmission (transfer) to terminals other than the terminal device connected during a call. The text guidance processing unit 33 and the voice guidance reproduction requesting unit 34 of the call processing server 12 (16) refer to the user information table UT and transmit text guidance data and perform voice guidance in various modes suitable for each user. A playback request can be made.

  Further, in the second embodiment, text data for confirming whether or not a call connection with the operator is desired is transmitted to the terminal device 10 when the call connection of the operator terminal 18 becomes possible. An example in which a call connection is made with the operator terminal 18 has been described. However, unlike this, it is not the time when the call connection of the operator terminal 18 becomes possible, but the specification of the date and time by the user is received in advance, and the call connection is established between the terminal device 10 and the operator terminal 18 at the date and time. Also good. According to this configuration, in the telephone reservation of tickets for trains, concerts, etc., it is possible to perform a reservation reception process smoothly by making a call connection between the terminal device 10 and the operator terminal 18 at a predetermined date and time. .

  In the above embodiment, the example in which the voice guidance data AG and the text guidance data TG are stored in the same guidance table GT in the guidance database (14, 17) has been described. However, the voice guidance data AG and the text guidance data TG need only be stored in association with each other, and may be stored in different storage units.

  Moreover, the said Example demonstrated the example which an automatic response system (11,15) transmits text guidance data to the terminal device 10 using the push notification service of a smart phone. However, the transmission method of the text guidance data is not limited to this. For example, the text guidance data may be transmitted by embedding the text data in the transmission packet. In short, the automatic response system only needs to transmit text guidance data using general-purpose communication means.

  In short, the automatic response system (11, 15) of the present invention is connected to the communication terminal (10) via the communication network (NW), and in response to a request from the communication terminal (10), the communication terminal (10) receives a voice. An automatic response system for transmitting guidance data, a call processing device (12, 16) connected to a communication terminal (10), voice guidance data, and text guidance data which is text data corresponding to the voice guidance data And a storage device (14, 17) for storing the information and a voice guidance device (13) for transmitting voice guidance data to the communication terminal (10) via the communication network (NW), and a call processing device (12, 16) is transmitted to the voice guidance data together with the transmission of the voice guidance data by the voice guidance device (13). Having a text data transmitting means (33) for transmitting text guidance data to the communication terminal (10) to respond, it is characterized in.

  According to the present invention, in an automatic response system that reproduces voice guidance in response to a request from a user, the text guidance data is transmitted visually using general-purpose communication means for both reproduction of voice guidance. It is possible to present guidance contents in an easy-to-understand form.

DESCRIPTION OF SYMBOLS 10 Terminal device 11 and 15 Automatic response system 12 and 16 Call processing server 13 Voice guidance server 14 and 17 Guidance database 18 Operator terminal 21 Voice reproduction part 22 Display screen 31 Call control part 32 DTMF processing part 33 Text guidance processing part 34 Voice guidance Playback request unit 35 Reception monitoring unit 36 Notification phone number registration unit NW IP network

Claims (11)

An automatic response system connected to a communication terminal via a communication network and transmitting voice guidance data to the communication terminal in response to a request from the communication terminal,
A call processing device that is call-connected to the communication terminal;
A storage device that associates and stores voice guidance data and text guidance data that is text data corresponding to the voice guidance data;
A voice guidance device that transmits the voice guidance data to the communication terminal via the communication network, and
The call processing device includes text data transmission means for transmitting the text guidance data corresponding to the voice guidance data to the communication terminal together with transmission of the voice guidance data by the voice guidance device.
An automatic answering system characterized by that.   The automatic response system according to claim 1, wherein the text data transmission unit transmits the text guidance data using a communication protocol of a smartphone.   The automatic response system according to claim 1, wherein the text data transmitting unit transmits the text data by a push notification. The communication network is an IP network;
The automatic response system according to claim 1, wherein the call processing device and the voice guidance device perform VoIP communication with the communication terminal. Further including an operator terminal capable of calling connection with the communication terminal,
The storage device stores state information indicating whether the operator terminal is in a state in which a call connection with the communication terminal is possible,
The call processing device receives a call connection request for requesting a call connection with the operator terminal from the communication terminal, and determines whether the operator terminal is in a state in which a call connection is possible based on the state information. When the operator terminal is not ready for call connection, the call connection with the communication terminal is disconnected, and after the operator terminal is ready for call connection, the call connection with the communication terminal is established. Establishing a call connection between the communication terminal and the operator terminal,
5. The automatic response system according to claim 1, wherein The text data transmitting means transmits, to the communication terminal, text data for prompting selection as to whether or not a call connection with the operator terminal is desired after the operator terminal is ready for a call connection,
The call processing device establishes a call connection between the communication terminal and the operator terminal by making a call connection with the communication terminal in response to the selection of requesting a call connection with the operator terminal. 6. The automatic answering system according to claim 5, wherein An automatic response method in an automatic response system connected to a communication terminal via a communication network and transmitting voice guidance data to the communication terminal in response to a request from the communication terminal,
Transmitting the voice guidance data to the communication terminal;
Transmitting text guidance data, which is text data corresponding to the voice guidance data, to the communication terminal in accordance with the transmission of the voice guidance data;
An automatic response method characterized by comprising:   8. The automatic response method according to claim 7, wherein the step of transmitting the text guidance data to the communication terminal includes a step of transmitting the text guidance data using a communication protocol of a smartphone.   9. The automatic response method according to claim 7, wherein the step of transmitting the text guidance data to the communication terminal includes a step of transmitting the text guidance data by a push notification. Receiving a call connection request for requesting a call connection with an operator terminal in the automatic answering system from the communication terminal;
Determining whether the operator terminal is in a state in which a call connection with the communication terminal is possible;
Disconnecting the call connection with the communication terminal when the operator terminal is not in a state in which a call connection is possible;
Establishing a call connection between the communication terminal and the operator terminal by making a call connection to the communication terminal after the operator terminal is ready for a call connection;
The automatic response method according to claim 7, comprising: After the operator terminal is ready for call connection, transmitting text data to the communication terminal for prompting selection of whether or not to call connection with the operator terminal;
Establishing a call connection between the communication terminal and the operator terminal by making a call connection to the communication terminal in response to the selection to desire a call connection with the operator terminal;
The automatic response method according to claim 10, further comprising:

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