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1. (WO2017168487) CUSTOMER SERVICE EVALUATION ASSISTANCE SYSTEM AND CUSTOMER SERVICE EVALUATION ASSISTANCE METHOD
Latest bibliographic data on file with the International Bureau   

Pub. No.: WO/2017/168487 International Application No.: PCT/JP2016/059810
Publication Date: 05.10.2017 International Filing Date: 28.03.2016
IPC:
G06Q 50/10 (2012.01) ,G06Q 30/00 (2012.01)
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
Q
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
50
Systems or methods specially adapted for a specific business sector, e.g. utilities or tourism
10
Services
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
Q
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30
Commerce, e.g. shopping or e-commerce
Applicants: HITACHI, LTD.[JP/JP]; 6-6, Marunouchi 1-chome, Chiyoda-ku, Tokyo 1008280, JP
Inventors: IIJIMA, Kouichirou; JP
KOMAKI, Daisuke; JP
KAKUTANI, Yuji; JP
Agent: ISSHIKI & CO.; Mita-Nitto Daibiru Bldg., 11-36, Mita 3-chome, Minato-ku, Tokyo 1080073, JP
Priority Data:
Title (EN) CUSTOMER SERVICE EVALUATION ASSISTANCE SYSTEM AND CUSTOMER SERVICE EVALUATION ASSISTANCE METHOD
(FR) SYSTÈME D'ASSISTANCE D'ÉVALUATION DE SERVICE DE CLIENT ET PROCÉDÉ D'ASSISTANCE D'ÉVALUATION DE SERVICE DE CLIENT
(JA) 接客評価支援システムおよび接客評価支援方法
Abstract:
(EN) [Problem] To facilitate carrying out a connection between a customer service activity and a customer action which may potentially become an effect of customer service, regardless of sales channel. [Solution] Provided is a customer service evaluation assistance system 100, configured to comprise: a customer service identification information output unit 2105 which, using a prescribed algorithm, issues customer service identification information for identifying a customer service activity with respect to a customer in a prescribed sales channel, and outputs the customer service identification information to a prescribed device; a customer server identification information input unit 2104 which, with respect to a result action which is an action by the customer which may potentially become a result of the customer service activity, accepts an input of the customer service identification information from the customer via a prescribed device; a result action storage unit 2021 which stores the accepted customer service identification information in a prescribed storage device in association with the result action; and a customer service evaluation unit 2101 which, on the basis of the customer service identification information which is stored in the storage device, evaluates the effect of the customer service activity.
(FR) [Problème] L'invention a pour objet de faciliter la réalisation d'une connexion entre une activité de service de client et une action de client qui peut potentiellement devenir un effet de service de client, indépendamment du canal de vente. [Solution] L'invention concerne un système d'assistance d'évaluation de service client 100, configuré pour comprendre : une unité de sortie d'informations d'identification de service client 2105 qui, à l'aide d'un algorithme prescrit, émet des informations d'identification de service client pour identifier une activité de service client par rapport à un client dans un canal de vente prescrit, et transmet les informations d'identification de service client à un dispositif prescrit ; une unité d'entrée d'informations d'identification de serveur client 2104 qui, par rapport à une action de résultat qui est une action par le client qui peut potentiellement devenir un résultat de l'activité de service client, accepte une entrée des informations d'identification de service client provenant du client par l'intermédiaire d'un dispositif prescrit ; une unité de stockage d'action de résultat 2021 qui stocke les informations d'identification de service client acceptées dans un dispositif de stockage prescrit en association avec l'action de résultat ; et une unité d'évaluation de service client 2101 qui, sur la base des informations d'identification de service client qui sont stockées dans le dispositif de stockage, évalue l'effet de l'activité de service client.
(JA) 【課題】販売チャネルを問わずに接客行為と接客の効果となりうる顧客の行動との紐付けを行うことができるようにする。 【解決手段】接客評価支援システム100において、所定販売チャネルでの顧客に対する接客行為を特定する接客特定情報を所定アルゴリズムで発行し、当該接客特定情報を所定装置に出力する接客特定情報出力部2105と、接客行為による成果となりうる顧客の行動である成果行動に際し、顧客から接客特定情報の入力を所定装置で受け付ける接客特定情報入力部2104と、受け付けた接客特定情報を、成果行動に対応付けて所定の記憶装置に記憶する成果行動記憶部2021と、記憶装置に記憶されている接客特定情報に基づいて、接客行為の効果を評価する接客評価部2101とを備える構成とする。
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Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KN, KP, KR, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: Japanese (JA)
Filing Language: Japanese (JA)