Consultation service/support system, consultation service terminal, consultation service support terminal, and server

• US 20040243454A1
• Filed: 11/10/2003
• Published: 12/02/2004
• Est. Priority Date: 11/12/2002
• Status: Abandoned Application

• Current Assignee: OKI Electric Industry Company Limited
• Original Assignee: OKI Electric Industry Company Limited
• Inventors: Yoshida, Toshiyuki
• Application Number:
  US10/703,431
• Publication Number:
  US 20040243454A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

In recent years, the content of consultation services in various fields has become more sophisticated, and hence it is sometimes impossible for a single counselor to respond sufficiently. As a result, it may be impossible for a consultation service to proceed smoothly. In a consultation service/support system according to the present invention, a consultation service terminal for performing a consultation service with a customer is connected to a consultation service support terminal which supports the consultation service with the customer by outputting data for supplementing the content of a past or present display image on the consultation service terminal.

Claims

1. A consultation service/support system comprising:

a consultation service terminal comprising a display, which performs a consultation service with a customer by displaying on said display appropriate screens for the consultation subject of the customer while the customer and a counselor on a service provider side converse; and

a consultation service support terminal for supporting the consultation service with the customer by outputting data for assisting the consultation service with the customer.

2. The consultation service/support system according to claim 1, wherein said consultation service terminal is constituted in a consultative interactive form allowing face-to-face dialogue between the customer and counselor.

3. The consultation service/support system according to claim 1, further comprising a server which is connected to said consultation service terminal and said consultation service support terminal via a communication network, which stores an application that can be operated by both said consultation service terminal and said consultation service support terminal, and which executes said application on the basis of an operation performed on said consultation service terminal or said consultation service support terminal.

4. The consultation service/support system according to claim 1, further comprising a server which is connected to said consultation service terminal and said consultation service support terminal via a communication network, which records an operating history of said consultation service terminal or said consultation service support terminal, and which is capable of retrieving an operating history of said consultation service terminal or said consultation service support terminal recorded during a past consultation service.

5. A consultation service terminal comprising a display, which performs a consultation service with a customer by displaying on said display appropriate screens for the consultation subject of the customer while the customer and a counselor on a service provider side converse,

wherein said consultation service terminal is connected via a communication network to a consultation service support terminal for supporting the consultation service with the customer so as to be capable of displaying on said display data for assisting the consultation service with the customer outputted by said consultation service support terminal.

6. A consultation service support terminal comprising:

a display which is capable of displaying an identical image to an image which is displayed on a consultation service terminal for performing a consultation service with a customer during a current consultation service, or an image which was displayed on said consultation service terminal during a past consultation service; and

an output portion which is capable of outputting data for assisting the consultation service with the customer to said consultation service terminal.

7. A server which is connected via a communication network to a consultation service terminal for performing a consultation service with a customer and a consultation service support terminal for supporting a consultation service with a customer, which stores an application that can be operated by both said consultation service terminal and said consultation service support terminal, and which executes said application on the basis of an operation performed on said consultation service terminal or said consultation service support terminal.

8. A server which is connected via a communication network to a consultation service terminal for performing a consultation service with a customer and a consultation service support terminal for supporting a consultation service with a customer, which records an operating history of said consultation service terminal or said consultation service support terminal, and which is capable of retrieving an operating history of said consultation service terminal or said consultation service support terminal recorded during a past consultation service.

9. A computer-readable medium having software for performing, on a computer comprising a display, which performs a consultation service with a customer by displaying on said display appropriate screens for the consultation subject of the customer while the customer and a counselor on a service provider side converse, a method of displaying on said display data for assisting the consultation service with the customer which are outputted by a consultation service support terminal for supporting the consultation service with the customer, said terminal being connected to said computer via a communication network.

10. A computer-readable medium having software for performing, on a computer comprising a display and a data outputting portion for outputting to a consultation service terminal for performing a consultation service with a customer data for assisting the consultation service with the customer, a method of displaying on said display an identical image to an image which is displayed on said consultation service terminal during a current consultation service, an image which was displayed on said consultation service terminal during a past consultation service, or an image which includes a part of this image.

11. A computer-readable medium having software for performing, on a computer which is connected via a communication network to a consultation service terminal for performing a consultation service with a customer and a consultation service support terminal for supporting a consultation service with a customer, and which stores an application that can be operated by both said consultation service terminal and said consultation service support terminal, a method for executing said application on the basis of an operation performed on said consultation service terminal or said consultation service support terminal.

12. A computer-readable medium having software for performing, on a computer which is connected via a communication network to a consultation service terminal for performing a consultation service with a customer and a consultation service support terminal for supporting a consultation service with a customer, a method of recording an operating history of said consultation service terminal or said consultation service support terminal, and retrieving an operating history of said consultation service terminal or said consultation service support terminal recorded during a past consultation service.