Response system

• US 20040027366A1
• Filed: 04/17/2003
• Published: 02/12/2004
• Est. Priority Date: 10/17/2000
• Status: Abandoned Application

• Current Assignee: Daita Frontier Fund LLC (Intellectual Ventures LLC)
• Original Assignee: Daita Frontier Fund LLC (Intellectual Ventures LLC)
• Inventors: Kiyomatsu, Hisanori, Takatori, Sunao
• Application Number:
  US10/399,447
• Publication Number:
  US 20040027366A1
• Time in Patent Office: Days
• US Class Current: 345/708
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13109 Initializing, personal profile
• CPC Class Codes: H04Q 2213/13224 Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/13299 Bus
• CPC Class Codes: H04Q 2213/13337 Picturephone, videotelephony
• CPC Class Codes: H04Q 2213/13378 Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13395 Permanent channel, leased line
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A response system (for example, user support system) in which a response service system (for example, a user support service system) is facilitated by incorporating a telecommuting responder so as to solve the conventional problem that it has been difficult to secure a responder on the premises. A communication control device (1), upon receiving a call of a request for support about a specific product from a videophone (12) on the user side, calls at a time a videophone (26) of a responder on the premises capable of supporting the user about the specific product and a videophone (22) of a telecommuting responder also capable of supporting the user about the product and connects the one who first responds to the videophone (12) on the user side. As a result, a user support system capable of incorporating a telecommuting responder who may be out of his or her home can be built.

Claims

1. A communication control apparatus which is used in a response system with which, when an inquiry is sent from a caller who is a customer, that is, a user or the like, to a receiver side which is a manufacturer or the like with a communication apparatus, the receiver side responds to the inquiry, characterized by comprising:

a connection destination instructing means which executes processing for calling communication apparatuses which several registered responders including at least one person who is a worker on said receiver side other than in-house workers use, respectively, using call information for calling the respective communication apparatuses and via an in-house leased line with respect to the communication apparatuses of the in-house workers or via a public communication line with respect to the communication apparatuses of workers other than the in-house workers, and instructs to connect a communication apparatus which has responded to the call first to the communication apparatus on the above-described caller side; and

a connection device which connects said communication apparatus which has responded to the call first and the communication apparatus on said caller side based upon the instruction of said connection destination instructing means.

4. The communication control apparatus according to any one of claims 1 to 3 which is used in the case in which the communication apparatus on said caller side is provided with a display section and has a function for receiving an image signal sent thereto and displaying a moving image on the display section, characterized by comprising:

an image creating device which, while said responder is responding to an inquiry, generates an image signal for displaying a moving image which looks as if a specific character performs the response, and transmits the image signal to the communication apparatus on said caller side.

5. The communication control apparatus according to any one of claims 1 to 4, characterized by comprising:

a speech conversion device which, while said responder is responding to an inquiry, takes in voices of the response sent thereto, converts the voices into voices of a specific person other than the responder and, then, transmits a voice signal relating to the voices after conversion to the communication apparatus on said caller side instead of the voice signal of the responder.

6. The communication control apparatus according to any one of claims 1 to 5, characterized by comprising:

a speech recognition device which converts a conversation performed between said caller and said responder through the above communication device into character data representing the conversation;

a storage device for database preparation; and

database preparation means which arranges and records said character data in an association with other data relating to the caller on the storage device to prepare a database.

7. A response system, characterized by comprising:

the communication apparatus on said caller side;

the communication control apparatus in accordance with any one of claims 1 to 6; and

each communication apparatus of said each responder to be selectively connected to the communication apparatus on said caller side by the communication control apparatus.

8. The response system according to claim 7, characterized by comprising a recording medium to be passed to said caller in advance, in which predetermined data relating to an object of inquiry or the like is stored, and

characterized in that the communication apparatus on said caller side reads the recording medium and connects the communication apparatus to said communication control apparatus to transmit said object specifying signal specifying the object of inquiry in response to a request from said communication control apparatus side or automatically at predetermined timing.

9. The response system according to claim 8,

characterized in that said recording medium is an ID card.

2. A communication control apparatus which is used in a response system with which, when an inquiry is sent from a caller who is a customer, that is, a user or the like, to a receiver side which is a manufacturer or the like with a communication apparatus, the receiver side responds to the inquiry, characterized by comprising:

an object specification requesting means which, upon receiving a call from a communication apparatus on a caller side via a communication line, sends a signal for requesting to specify an object of inquiry or indicating a method of specifying an object of inquiry and requesting to specify the object of inquiry with the method of specification;

responder candidate designation means which, when an object specifying signal specifying an object of inquiry is sent from the communication apparatus of said caller side in response to said signal from said object specification requesting means, reads out each piece of call information for calling each communication apparatus which several responders who are expected to respond about the object of inquiry use, respectively, from responder classification storing means described below in accordance with an order of a responding ability described below based upon the object specifying signal;

responder classification storing means in which each piece of call information for calling each communication apparatus which several responders including at least one person who is a worker other than the in-house workers on said receiver side use, respectively, and an object of inquiry to which a responder relating to the call information is expected to respond are associated with each other and stored in a form with which an order of responding ability of the responders relating to those pieces of call information can be understood among the pieces of call information relating to the responders responding to an identical object of inquiry;

connection destination instructing means which continues processing for calling each communication apparatus relating to each piece of call information one by one in said order of a responding ability based upon said each piece of call information read out by said responder designation means until any one of the communication apparatuses responds to call, and instructs to connect the communication apparatus having responded to the call first and the communication apparatus on said caller side; and

a connection device which connects said communication apparatus having responded to the call first and the communication apparatus on said caller side based upon the instruction of said connection destination instructing means.

3. A communication control apparatus which is used in a response system with which, when an inquiry is sent from a caller who is a customer, that is, a user or the like, to a receiver side which is a manufacturer or the like with a communication apparatus, the receiver side responds to the inquiry, characterized by comprising:

object specification requesting means which, upon receiving a call from a communication apparatus on a caller side via a communication line, sends a signal for requesting specification of an object of inquiry or indicating of a method of specifying an object of inquiry and requesting specification of the object of inquiry with the method of specification;

responder candidate designation means which, when an object specifying signal specifying an object of inquiry is sent from the communication apparatus of said caller side in response to said signal from said object specification requesting means, reads out each piece of call information for calling each communication apparatus which several responders who are expected to respond about the object of inquiry use, respectively, from responder classification storing means described below based upon the object specifying signal;

responder classification storing means in which each piece of call information for calling each communication apparatus which several responders including at least one person who is a worker other than the in-house workers on said receiver side use, respectively, and an object of inquiry to which a responder relating to the call information is expected to respond are associated with each other and stored;

connection destination instructing means which calls at a time all communication apparatus relating to these pieces of call information based upon said each piece of call information read out by said responder designation means, via an in-house leased line with respect to the communication apparatuses of the in-house workers or via a public communication line with respect to the communication apparatuses of workers other than the in-house workers, and instructs connection of a communication apparatus having responded to the call first and a communication apparatus on said caller side; and

a connection device which connects said communication apparatus having responded to the call first and the communication apparatus on said caller side based upon the instruction of said connection destination instructing means.

10. A communication control apparatus, characterized by comprising:

a connection device which connects a communication apparatus owned by a customer and one of communication apparatuses owned by a plurality of responders, the communication control apparatus selecting responders who respond to an inquiry from the customer, calling the communication apparatuses of the selected responders at a time using call information for calling the respective communication apparatuses, and making a direct call between the customer and a responder who responded to the call first possible.

11. The communication control apparatus according to claim 10, characterized by further comprising an image creating device which creates an image of a responder, and

characterized in that the responder calls a customer while displaying the generated image on a communication apparatus of the customer.

12. The communication control apparatus according to claim 10 or 11, characterized by further comprising a speech conversion device which converts voices of a responder to generate image voices, and

characterized in that the responder calls the customer with the image voices.

13. The communication control apparatus according to any one of claims 10 to 12, characterized by further comprising a speech recognition device which converts a conversation between a customer and a responder into character data and a database which records this character data in an association with the customer.

14. A telephone response system, characterized by comprising:

the communication control apparatus according to any one of claims 10 to 13; and

a storage medium having information concerning an ID of a customer recorded therein, and

characterized in that a communication apparatus of the customer reads said storage medium to connect the communication apparatus to said communication control apparatus.

15. The telephone response system according to claim 14,

characterized in that the storage medium is an ID card.

16. The telephone response system according to claim 14,

characterized in that the responder is a telecommuting responder.