| 摘要 |
PROBLEM TO BE SOLVED: To provide a consumer trouble resolution system and method, by which it is unnecessary for a consumer to pay any expenses required for resolving a trouble. SOLUTION: A consumer terminal 1 and a selling store device 2 execute electronic commercial transaction, and any trouble happens as the result of the electronic commercial transaction. The consumer terminal 1 transmits a trouble solution declaration document to the trouble solution assisting device 3. The trouble solution assisting device 3 receives the trouble solution declaration document, and prepares an automatic summery document by a text mining means 32 from the trouble solution declaration document, and transmits the automatic summery document and the trouble solution declaration document to an ADR device 4. The ADR device 4 receives the declaration of trouble solution from the trouble solution assisting device 3, and mediates or arbitrates by listening to the opinions of the person concerned. The trouble solution assisting device 3 analyzes the contents of the stored trouble solution declarations, and prepares a market needs analysis document, and sells it to a customer enterprise device 5. The trouble solution assisting device 3 collects a price from the customer enterprise device 5, and applies the price to the trouble solution costs in the ADR device 4. |
