Communication system

A method performed by a communication system that is capable of communicating with a guest terminal that is used by a guest and a staff terminal that is used by a staff member, the method comprising:

• a step of receiving a communication request that is made through operation of the guest terminal by the guest, and receiving, as guest language information, language information that is set in the guest terminal, the communication request and the language information being received from the guest terminal;
• a step of acquiring, in relation to each of a plurality of staff terminals, staff language information that is registered in the staff terminal as a language that the staff member is able to use, and availability information indicating whether the staff member is available to deal with the guest or not;
• a step of determining, in relation to the staff terminal of the staff member who is available to deal with the guest among the plurality of staff terminals, whether the guest language information received from the guest terminal matches any staff language information registered in the staff terminal or not;
• a step of causing the staff terminal in which the staff language information matching the guest language information is registered to start communication with the guest terminal, in a case where match is determined in the step of determining;
• a step of transmitting, to the guest terminal, a selection request to select one of communication through machine translation and communication in a language that is registered as the staff language information, in a case where non-match is determined in the step of determining;
• a step of causing any staff terminal of a staff member who is available to deal with the guest among the plurality of staff terminals to start communication with the guest terminal through machine translation, in a case where a machine translation communication request requesting the communication through machine translation is received from the guest terminal as a response to the selection request;
• and
• a step of causing any staff terminal of a staff member who is available to deal with the guest among the plurality of staff terminals to start communication with the guest terminal, in a case where a staff language communication request requesting the communication in a language that is registered as the staff language information is received from the guest terminal as a response to the selection request.

A program executed by a computer of a communication system that is capable of communicating with a guest terminal that is used by a guest and a staff terminal that is used by a staff member, the program being for causing the computer to perform:

• a process of receiving a communication request that is made through operation of the guest terminal by the guest, and receiving, as guest language information, language information that is set in the guest terminal, the communication request and the language information being received from the guest terminal;
• a process of acquiring, in relation to each of a plurality of staff terminals, staff language information that is registered in the staff terminal as a language that the staff member is able to use, and availability information indicating whether the staff member is available to deal with the guest or not;
• a process of determining, in relation to the staff terminal of the staff member who is available to deal with the guest among the plurality of staff terminals, whether the guest language information received from the guest terminal matches any staff language information registered in the staff terminal or not;
• a process of causing the staff terminal in which the staff language information matching the guest language information is registered to start communication with the guest terminal, in a case where match is determined by the process of determining;
• a process of transmitting, to the guest terminal, a selection request to select one of communication through machine translation and communication in a language that is registered as the staff language information, in a case where non-match is determined by the process of determining;
• a process of causing any staff terminal of a staff member who is available to deal with the guest among the plurality of staff terminals to start communication with the guest terminal through machine translation, in a case where a machine translation communication request requesting the communication through machine translation is received from the guest terminal as a response to the selection request;
• and
• a process of causing any staff terminal of a staff member who is available to deal with the guest among the plurality of staff terminals to start communication with the guest terminal, in a case where a staff language communication request requesting the communication in a language that is registered as the staff language information is received from the guest terminal as a response to the selection request.