Inquiry processing device and inquiry processing method

Abstract

The inquiry processing device includes an automatic door information recording unit that records information including past inquiry information, operating conditions, and quality information, and a response strategy presentation unit that presents a recommended response corresponding to a new inquiry by an extraction algorithm Policy information, the extraction algorithm extracts information associated with new inquiries related to automatic doors based on past inquiries, operating conditions, and quality information from customers recorded in the automatic door information recording unit; the feedback information receiving unit, It receives feedback information indicating whether the problem of automatic door is eliminated by completing the coping based on the recommended coping strategy information; the learning part, which updates the extraction algorithm of the coping strategy prompting part based on the feedback information; and the coping strategy prompting judgment part, which is in the When it is determined that the problem of the automatic door has not been eliminated, the countermeasure presentation unit is caused to present new recommended countermeasure information by the extraction algorithm updated by the learning unit.

Description

technical field [0001] The present invention relates to an inquiry processing device and an inquiry processing method for processing inquiries related to automatic doors. Background technique [0002] The automatic door system opens or closes the automatic door by detecting people or objects passing near the entrance and exit of the building by using an automatic door sensor such as an infrared method or a radio wave method. When a certain problem occurs in an automatic door, in the past, when responding to a telephone inquiry from a customer, generally, the situation of the problem is confirmed by the customer. However, since many customers do not have sufficient knowledge about the automatic door system, it is difficult to accurately confirm the situation of the problem by the customer, and even if it is a problem that the customer can easily deal with, an operator is often dispatched to the local area. However, since it takes time and expense to dispatch an operator to t...

AI Technical Summary

Problems solved by technology

However, since most customers do not have sufficient knowledge about the automatic door system, it is difficult to accurately confirm the status of the problem through the customer, and even if it is a problem that the customer can easily deal with, it is often necessary to dispatch workers to the local area

However, it takes time and money to send workers to the local area, so it takes time to solve the problem of the automatic door, and imposes a burden on the customer in terms of cost.

[0003] In addition, in the case of responding to various inquiries from customers in the call center, it is also difficult in terms of cost to deploy operators who are knowledgeable about automatic doors in the call center

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