CUSTOMER-BASED INQUIRY RESPONSE SUPPORT SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a customer-based inquiry response support system, capable of rapidly and surely acquiring inquiry contents from customers and efficiently responding to the inquiry of each customer.

SOLUTION: This system comprises a customer information acquisition means 21 acquiring customer identification information and a transition pattern of Web screen as screen transition information; an association means 22 associating the customer identification information with the screen transition information as customer-based information for each customer based on predetermined information; a customer information database 25 storing customer information including the customer identification information; a transition pattern management database 26 preliminarily storing inquiry contents estimated for each transition pattern of Web screen; a management database 24 including a screen transition information database 27 storing and managing transition patterns of Web screen acquired from customers 3 as the screen transition information; and an inquiry content estimation means 23 preliminarily estimating an inquiry content according to each customer from the screen transition patterns contained in the screen transition information.

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