| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To quickly provide appropriate solutions even to new kinds of problems. <P>SOLUTION: When a user makes inquires to a customer support center, a server extracts detailed inquiry forms from the inquiries transmitted from a customer's terminal 10 and displays the forms on the customer's terminal. Detailed inquiries are input from the customer's terminal in accordance with the detailed inquiry forms and transmitted to the server, which in turn searches a disclosure solution DB32 and displays the search results onto the customer's terminal. The user, when not satisfied with the search results, can make inquiries to the customer support center. The server searches an internal solution DB 42 on receiving the inquiries transmitted from the customer's terminal. Also, the inquiries are allocated to agents according to the detailed forms. The agents give answers through processes based on the search results. The inquiries, detailed inquiries, search results, and answers are accumulated in a customer-related history management DB 50 and can be browsed by both the users and the agents. <P>COPYRIGHT: (C)2004,JPO</p> |
