US 11,855,935 B2
Information processing system and information processing method
Naoya Kitoh, Tokyo (JP)
Assigned to Ricoh Company, Ltd., Tokyo (JP)
Filed by Ricoh Company, Ltd., Tokyo (JP)
Filed on May 13, 2022, as Appl. No. 17/663,279.
Application 17/663,279 is a continuation of application No. 17/000,791, filed on Aug. 24, 2020, granted, now 11,362,970.
Claims priority of application No. 2019-172291 (JP), filed on Sep. 20, 2019.
Prior Publication US 2022/0272056 A1, Aug. 25, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 15/16 (2006.01); H04L 51/02 (2022.01); H04L 51/046 (2022.01); H04L 51/216 (2022.01)
CPC H04L 51/02 (2013.01) [H04L 51/046 (2013.01); H04L 51/216 (2022.05)] 13 Claims
OG exemplary drawing
 
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 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 at least service contract information associated with 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 the service contract information relating to the service based on the tenant information; and
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, and
operator availability status information indicating that the operator of the operator terminal is available has been received from the operator terminal.