| 摘要 |
PROBLEM TO BE SOLVED: To improve efficiency in request processing and to reduce the burdens of a user and an agent by automating a series of processing from the selection of the optimum agent to ordering corresponding to a request from the user. SOLUTION: A call center system 10 decomposes a processing request, which includes at least one request matter, issued from the user into single processing matters, selects the agent optimum for each of request matters, assembles the request matter for each agent, issues that request to this agent, decomposes each of responses provided from the agent for each request matter, specifies the requesting user, collects responses for each user and transmits them. Besides, when a party is in a receiving disabled state in the case of issuing the request to the agent or returning the response to the user, it is waited until the party is turned into receiving enabled state and when media to be used are different between the user and the agent, a data format is converted between these media.
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