# US 2020/0396336 A1 · Network system, server, and information processing method

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- Number: US 2020/0396336 A1
- Document ID: US20200396336A1
- Status: Published application
- Kind: A1
- Application number: 16/898,168
- Filed: 2020-06-10
- Published: 2020-12-17
- Earliest claimed: 2019-06-17
- Assignees: Sharp Kabushiki Kaisha
- Applicants: Sharp Kabushiki Kaisha
- Inventors: MASAKI TAKEUCHI; AKIRA TOJIMA
- Web page: https://patentgrep.com/patent/US20200396336A1

## CPC

- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
- H04M 3/5133: {Operator terminal details}
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5232: {Call distribution algorithms}
- H04M 3/58: Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party (substation line holding circuits H04M1/80)
- H04L 51/046: Interoperability with other network applications or services
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

A network system is provided to efficiently provide various types of information via a chat using text and voice. The network system includes a first terminal used by a user, a second terminal used by an advisor, and a server configured to automatically conduct a chat with the user using a chatbot, and, in a case where a prescribed condition is satisfied, cause at least one advisor to takeover the chat with the user.

## Claims

### Claim 1

A network system comprising:
a first terminal used by a user;
a second terminal used by an advisor; and
a server configured to automatically conduct a chat with the user, using a chatbot, and in a case where a prescribed condition is satisfied, cause at least one advisor to take over the chat with the user.

### Claim 2 (depends on 1)

The network system according to claim 1,
wherein, in a case where the prescribed condition is satisfied, the server accepts an instruction, from the first terminal, to cause the at least one advisor to take over the chat with the user.

### Claim 3 (depends on 1)

The network system according to claim 1,
wherein, among information exchanges of a plurality of the chats conducted by the chatbot, the server selects a single advisor associated with content of an information exchange of the most recent chat.

### Claim 4 (depends on 1)

The network system according to claim 1,
wherein the server selects the at least one advisor associated with each of information exchanges of a plurality of chats conducted by the chatbot.

### Claim 5 (depends on 1)

The network system according to claim 1,
wherein the server selects an advisor associated with all information exchanges of a plurality of chats conducted by the chatbot, and in a case where the advisor is not available, selects a prescribed advisor.

### Claim 6 (depends on 1)

The network system according to claim 1,
wherein a current status is associated with each of a plurality of the advisors, and
the server selects the at least one advisor on the basis of the current status.

### Claim 7 (depends on 1)

The network system according to claim 1,
wherein a current status is associated with each of a plurality of the advisors, and
in a case where an advisor capable of taking over the chat with the user is not present, the server informs the first terminal that the at least one advisor conducts the chat with the user later.

### Claim 8 (depends on 1)

The network system according to claim 1,
wherein the server causes content of the chat conducted by the chatbot to be displayed to the at least one advisor who takes over the chat with the user.

### Claim 9

A server comprising:
a communication interface configured to communicate with a first terminal used by a user and a second terminal used by an advisor; and
a processor,
wherein the processor automatically conducts a chat with the user, using a chatbot, and in a case where a prescribed condition is satisfied, causes at least one advisor to take over the chat with the user.

### Claim 10

An information processing method achieved by a server capable of communicating with a first terminal used by a user and a second terminal used by an advisor, the information processing method comprising:
automatically conducting a chat with the user, using a chatbot; and
causing at least one advisor to take over the chat with the user in a case where a prescribed condition is satisfied.