Information processing system and information processing method

1 . An information processing system comprising:

a user terminal that receives input from a user;

an operator terminal that receives input from an operator; and

one or more information processing apparatuses connected to the user terminal and the operator terminal, the information processing system comprising:

circuitry configured to:

acquire input information that is input from the user terminal;

search response information for the input information;

respond to the user terminal with the response information in response to the input information;

determine, based on a status of the operator, whether to perform a switching operation to perform a chat between the user terminal and the operator terminal; and

control to:

cause the user terminal to display the response information together with a button for performing the switching operation to switch to performing the chat between the user terminal and the operator terminal, upon determining that the switching operation is possible; and

further cause the user terminal to display the response information without displaying the button for performing the switching operation, upon determining that the switching operation is not possible.

2 . The information processing system of claim 1 , wherein the circuitry is configured to determine whether to display a switching reception screen based on the state of the operator who operates the operator terminal.

3 . The information processing system of claim 2 , wherein the circuitry is configured to determine whether to display the switching reception screen based on whether the state of the operator who operates the operator terminal is one of available, not available, and occupied.

4 . The information processing system of claim 1 , wherein the circuitry is further configured to:

set whether to chat between the user terminal and the operator terminal; and

determine whether to display a switching reception screen based on settings.

5 . The information processing system of claim 1 , wherein the circuitry is configured to determine to display a switching reception screen when responding to the user terminal.

6 . The information processing system of claim 1 , wherein the circuitry is further configured to:

cause the user terminal to display an evaluation reception screen that receives input of evaluation for the response information from the user terminal; and

determine to display a switching reception screen when displaying the evaluation reception screen on the user terminal.

7 . An information processing method executed by an information processing system including a user terminal that receives input from a user, an operator terminal that receives input from an operator, and one or more information processing apparatuses connected to the user terminal and the operator terminal, the method comprising:

acquiring input information that is input from the user terminal;

searching response information for the input information;

responding to the user terminal with the response information in response to the input information;

determining, based on a status of the operator, whether to perform a switching operation to perform a chat between the user terminal and the operator terminal; and

controlling to:

cause the user terminal to display the response information together with a button for performing the switching operation to switch to performing the chat between the user terminal and the operator terminal, upon determining that the switching operation is possible; and

further cause the user terminal to display the response information without displaying the button for performing the switching operation, upon determining that the switching operation is not possible.

8 . The information processing method of claim 7 , wherein the method further comprises determining whether to display a switching reception screen based on the state of the operator who operates the operator terminal.

9 . The information processing method of claim 8 , wherein the determining whether to display the switching reception screen includes determining based on whether the state of the operator who operates the operator terminal is one of available, not available, and occupied.

10 . The information processing method of claim 7 ,

wherein the method further comprises:

determining whether to display a switching reception screen, and

setting whether to chat between the user terminal and the operator terminal,

wherein the determining whether to display the switching reception screen includes determining whether to display the switching reception screen based on settings.

11 . The information processing method of claim 7 ,

wherein the method further comprises determining whether to display a switching reception screen, and

wherein the determining whether to display the switching reception screen includes determining to display the switching reception screen when responding to the user terminal.

12 . The information processing method of claim 7 ,

wherein the method further comprises:

determining whether to display a switching reception screen,

causing the user terminal to display an evaluation reception screen that receives an evaluation for the response information from the user terminal,

wherein the determining whether to display the switching reception screen includes determining to display the switching reception screen when displaying the evaluation reception screen on the user terminal.

13 . An information processing system comprising:

a user terminal that receives input from a user;

an operator terminal that receives input from an operator; and

one or more information processing apparatuses connected to the user terminal and the operator terminal, the information processing system comprising:

circuitry configured to:

acquire identification information from the user terminal and input information input to the user terminal;

search response information for the input information;

respond to the user terminal with the response information in response to the input information;

determine, based on the identification information acquired from the user terminal, whether to perform a switching operation to perform a chat between the user terminal and the operator terminal; and

control the switching operation based on a determination result, wherein the circuitry is further configured to

transmit the input information in association with tenant information of the user in relation to a service;

search for service contract information relating to the service based on the tenant information;

display a switching reception screen for the switching operation on the user terminal in a case where the circuitry determines that

the service contract information indicates the service includes support provided by the operator.

14 . The information processing system of claim 13 ,

wherein the circuitry is further configured to display the switching reception screen for the switching operation on the user terminal in a case where the circuitry determines that

the service contract information indicates the service includes support provided by the operator, and

operator availability status information indicating that the operator of the operator terminal is available has been received from the operator terminal.