JP2007135120A - Method and system for generating voice bond data - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve an authenticity, evidence and convenience in commercial deal. <P>SOLUTION: A method for generating a voice bond data includes: a recording process in communication with a customer for storing into a communication data storage a tag data for identifying a communication section related to customer identification, a communication section related to customer authentication, a communication section related to a contract content, and a communication section related to customer intension confirmation, and also storing a recording data of the communication with the customer; a recording data generation process for generating the tag data and the recording data with an electronic signature by adding the electronic signature to both the tag data and the recording data stored in the communication data storage; a process for generating data related to time authentication to the tag data and the recording data with the electronic signature; and a process for registering the tag data and the recording data with the electronic signature and the data related to the time authentication into a voice bond data storage, as voice bond data. By preserving the tag data as shown in the recording process, the convenience is increased because it becomes easy to regenerate a part to be commercial deal evidence afterwards. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a technique for using voice data as transaction data.

  Conventionally, formal contracts often require written contracts (including applications). However, when a contract is made in writing, there is a problem that it takes time and cost to send and receive the contract. On the other hand, even when transactions are made over the telephone, the company has taken a risk and entered into a contract with regard to the contents, amount, etc. that are acceptable for social conventions. In other words, telephone transactions were verbal commitments that were very weak in their legitimacy.

For example, Japanese Patent Application Laid-Open No. 2004-194306 has a time signal embedding unit in which a voice digital recording device embeds a time signal in a call voice record and / or facsimile data before digital conversion to make a call voice record. An embedded call voice record is digitally converted and recorded, exchange record data holding means for recording exchange record data of the call voice record in association with the digital voice record, and operation record data of the operator's terminal in association with the digital voice record. Terminal operation recording means, digital audio recording is acquired, exchange recording data and operation recording data related to digital audio recording are acquired, one-way function values of all data are sent to a time stamp server, and digital certificates are acquired and stored A technique for providing time stamp acquisition means is disclosed.
JP 2004-194306 A

  Although the prior art described above discloses a technique for attaching a time stamp to audio data or the like, since data necessary for actual work is not attached, the use of the technique is costly. In particular, audio data is usually not listable, and it takes a lot of time to confirm its contents, but this point is not taken into consideration at all.

  Accordingly, an object of the present invention is to provide a voice data generation technique that improves legitimacy, evidence, and convenience in commercial transactions.

  The voice certificate data generation method according to the present invention includes a step of performing customer authentication processing for a customer related to a contract, a call section related to customer identification (for example, customer name, ID, etc.), customer authentication in a call with the customer Call sections related to (not only voice authentication but also other authentication such as confirmation of passwords and knowledge), call sections related to contract contents, and call sections related to customer intention confirmation (consent to contract contents) Recording step for storing tag data for identification and call recording data for customer in the call data storage unit, and attaching an electronic signature to the tag data and recording data stored in the call data storage unit Electronic signature step for generating tag data and recording data with electronic signature, and when generating data related to time authentication for tag data and recording data with electronic signature An authentication step, and a registration step of registering the audio certificate data storage unit and data relating to the electronic signature tag data and recording data and time authentication as audio certificate data.

  By storing the tag data as shown in the recording step, it becomes easy to reproduce the portion that will later prove the commercial transaction, and the convenience is enhanced. In addition, the digital signature step provides a guarantee for the creator of the recorded data. Further, the time of the contract establishment etc. is proved by the time certification step. Then, voice certificate data is generated by performing the processing as described above, and the legitimacy and evidence in commercial transactions can be improved even if the voice certificate data is voice data.

  The electronic signature step may include a step of encrypting the tag data and the recording data. In this case, falsification of the tag data and recorded data is prevented more securely. It is also possible to deal with information leakage.

  Further, the voice certificate data structure of the present invention includes a call recording data file with an electronic signature, a time stamp file for a hash value of the call recording data file with an electronic signature, a call section related to customer identification in a call with a customer, a customer Data file with an electronic signature of tag data for specifying a call period related to authentication, a call period related to contract contents, and a call period related to customer's intention confirmation, and a time stamp for a hash value of the data file with the electronic signature of the tag data Including files.

  A program for executing the voice certificate data generation method according to the present invention can be created. In this case, the program is, for example, a flexible disk, a CD-ROM, a magneto-optical disk, a semiconductor memory, a hard disk, or the like. It is stored in a storage medium or a storage device. The program may be distributed as a digital signal via a network. Note that data being processed is temporarily stored in the memory of the computer.

  According to the present invention, it is possible to generate voice data that improves legitimacy, evidence and convenience in commercial transactions.

  FIG. 1 shows an outline of a technique according to an embodiment of the present invention. As shown in FIG. 1, the voice certificate finally generated in the present embodiment is a contract content (application content) between a customer and a business operator (for example, a company) and confirmation that the contract is made by the customer himself ( Identification) and confirmation of the contract intention by the customer himself / herself, and, for example, integrity certification and existence certification by a time stamp authority that performs external time authentication work, tampering prevention of call recording data, and guarantee of origin of creation. The contents of the contract, confirmation of identity and confirmation of contract intention are included as voice data in the call recording data between the customer and the operator, and as will be explained below, which part of the call recording data corresponds to It is specified by the tag data table. The integrity certificate and existence certificate are based on time stamp data for call recording data and the like. Further, the tampering prevention and the originator guarantee are made by the electronic signature and encryption of the operator side for the call recording data and the like.

  A voice certificate that includes such elements can be maintained with the same level of legitimacy and evidence as written contracts only by telephone exchange. It is possible to reduce the time required for the storage, and the convenience is increased in terms of storage.

  Next, a system for generating the voice certificate shown in FIG. 1 will be described with reference to FIGS. A plurality of customer telephones 3 are connected to the public line network 1, and the operator side system according to the present embodiment is also connected. The operator side system is connected to the operator side telephone 5 connected to the public line network 1 or directly to the public line network 1 via a PBX (Private Branch Exchange) or the like (not shown), and also indirectly or directly to the public line. An acceptor terminal 7 connected to the network 1 and operated by an acceptor who handles a telephone call from a customer, an administrator terminal 9 operated by an administrator of the acceptor, and an authentication server for performing a predetermined authentication process 11, a call recording data management server 13 for managing call recording data, a time stamp server 15 for exchanging with an external time authentication server 21, and a sound for managing finally generated voice certificate data And a certificate management server 17. The acceptor terminal 7, the administrator terminal 9, the authentication server 11, the call recording data management server 13, the time stamp server 15, and the voice certificate management server 17 are connected to an operator LAN (Local Area Network) 23. Yes.

  The time stamp server 15 is connected to a time authentication server 21 provided by an external time stamp station via a network 19 such as the Internet.

  Furthermore, the acceptor terminal 7 includes a call recording unit 71 that records a call between the acceptor and the customer and a call tagging unit 73 that tags a predetermined call according to an instruction from the acceptor, for example. Further, the administrator terminal 9 includes a call reproduction unit 91 that reproduces call recording data, and an electronic signature processing unit 93 that performs processing such as an electronic signature.

  The authentication server 11 also manages a user DB 111 that stores data necessary for authentication. Furthermore, the call recording data management server 13 manages a call recording DB 131 that stores call recording data generated by the acceptor terminal 7. Although not shown, the time stamp server 15 has a function of generating a hash value by a predetermined one-way function, a function of communicating with the time authentication server 21 using, for example, SSL (Secure Socket Layer), and the like. The voice certificate management server 17 manages a voice certificate DB 171 that stores voice certificate data.

  The time authentication server 21 is a server that performs a known time authentication process.

  Further, the configuration is not limited to the configuration shown in FIG. 2. For example, a CTI (Computer Telephony Integration) system is connected to the public line network 1 to hold the function of the acceptor terminal 7 and to be directly linked to the authentication server 11. Good. In addition, the system configuration can be changed to realize the processing described below.

  Next, the processing flow of the system shown in FIG. 2 will be described with reference to FIGS. First, when an incoming call is received from the customer's telephone 3 via the public line network 1 by the operator side telephone 5, the call recording unit 71 of the acceptor terminal 7 starts call recording (step S1). The reception person may instruct the call recording unit 71 of the reception person terminal 7 to start recording. Then, while recording by the call recording unit 71, the reception person on the business side, the authentication server 11 and the like make a call with the customer (step S3). This process will be described with reference to FIG.

  First, a process for specifying a customer to apply for is performed, and a section A tagging process is performed by the call tagging unit 73 correspondingly (step S21). For example, a receptionist or the like (in some cases, an automatic voice response mechanism included in a CTI system provided instead of the receptionist terminal 7. In some cases, a combination of a CTI system and a receptionist. The same applies hereinafter.) The customer is prompted to speak the customer's name and user ID, or the customer is prompted to send a DTMF (Dial Tone Multi Frequency) signal indicating the user ID by a push button of the customer phone 3. Receives voice data such as customer name and user ID, DTMF signal, and the like. The receptionist or the like instructs the call tagging unit 73 to start and end the process for specifying the customer, and the call tagging unit 73 starts the process for specifying the customer (recording start time). And the end time (the elapsed time from the start of recording; the same applies hereinafter) are registered in the tag data table as the section A tag.

  FIG. 5 shows a conceptual diagram of the section. The call recording data 500 includes utterances of customers and receptionists, etc., but in order to improve convenience in later use of the call recording data 500, a time in which voice data and the like regarding a predetermined item is included is specified. . Specifically, the time for specifying the customer (applicant) is specified as section A, the time for customer authentication (identification) is specified as section B, and the contract contents (application contents) are announced. The time is specified as section C, and the time for confirming the customer's intention is specified as section D. Data for the sections A to D is registered in the tag data table as shown in FIG. 6 as tag data. FIG. 6 shows a table in which the start times and end times of the sections A to D are registered for one call. When the same work is performed, the definition and appearance order of the normal sections A to D are always the same, and the data may be stored in the section specifying order. The tag data table is saved as a file. Note that if the business is different, the definitions and appearance order of the sections A to D may not be as shown in FIG. In addition, each time processing is performed, the tag definition may be determined and registered so as to be distinguished. When a tagging instruction is given by the acceptor, a variable tag data table may be used as described above.

  Next, a customer authentication process is performed, and a section B tagging process is performed by the call tagging unit 73 correspondingly (step S23). For example, the acceptor or the like causes the authentication server 11 to execute customer authentication processing. The customer authentication process may be, for example, password authentication, voice authentication, knowledge authentication inquiring about the mother's maiden name or the like, or a combination thereof. In the user DB 111, ID and password pairs, ID and voice model data, ID and knowledge data, and the like are registered in accordance with the authentication to be performed. For example, the authentication server 11 prompts the customer to speak data necessary for authentication, prompts the customer to send a DTMF signal indicating data necessary for authentication using a push button of the customer telephone 3, and the customer telephone 3 requires the authentication. Receives audio data, DTMF signals, and the like. Then, a well-known authentication process is performed, and the result of the authentication process is notified to the recipient. Further, the acceptor or the authentication server 11 sends the authentication result to the customer telephone 3 as voice data. The customer telephone 3 performs voice output of the authentication result. Furthermore, the acceptor or the authentication server 11 instructs the call tagging unit 73 to start and end the authentication process, and the call tagging unit 73 sets the start time and end time of the customer authentication process to the section B. Register as a tag in the tag data table.

  Thereafter, the contract content output process is performed, and the section C tagging process is performed by the call tagging unit 73 correspondingly (step S25). For example, the receptionist or the like specifies the contract contents according to the offer from the customer, and outputs the voice data of the contract contents to be confirmed to the customer telephone 3 for customer confirmation. The mobile phone 3 outputs the audio data of the contract contents. In addition, the receptionist or the like instructs the call tagging unit 73 to start and end the process for notifying the contract content, and the call tagging unit 73 starts the process for notifying the contract content. And end time are registered in the tag data table as section C tags.

  Further, the contract intention confirmation process is performed, and the section tagging process is performed by the call tagging unit 73 correspondingly (step S27). For example, the receptionist or the like urges the customer to make an affirmative or negative response by voice with respect to the contract contents output in step S25, or indicates an affirmative or negative response by a push button or the like of the customer telephone 3 The customer is prompted to send the DTMF signal, and the receptionist or the like receives voice data, DTMF signal, or the like related to a positive or negative response from the customer telephone 3. Further, the receptionist or the like instructs the call tagging unit 73 to start and end the contract intention confirmation, and the call tagging unit 73 tags the start time and end time of the contract intention confirmation process as the section D tag. Register in the data table.

  Then, in response to the receptionist or the customer or the customer ending the call, the call recording unit 71 ends the recording (step S29). Further, the call recording unit 71 causes the call recording data management server 13 to register the call recording data as a call recording data file in the call recording DB 131, and the call tagging unit 73 uses the tag data table as a tag table file. The management server 13 registers the call recording DB 131 (step S31). Then, the process returns to the original process.

  Thus, initially, a call recording data file and a tag table file are generated and used for the following processing.

  Although the above shows a case where the authentication process and confirmation of the contract intention have been made smoothly, if customer authentication fails a predetermined number of times, the process is terminated without performing the subsequent processes, and the intention of the contract contents is confirmed. Is not obtained within a predetermined time or the number of times of intention confirmation is equal to or greater than the predetermined number, the process is terminated without performing the subsequent processes.

  Returning to the description of FIG. 3, the administrator operates the administrator terminal 9 to perform transaction content approval processing (step S <b> 5). For example, the call reproducing unit 91 of the administrator terminal 9 acquires the call recording data file and the tag table file newly registered in the call recording DB 131 from the call recording data management server 13 and uses these files to record the call recording data. Play. The items to be confirmed by the administrator are customer identification, customer authentication, contract notification, and contract intention confirmation, and confirms whether these have been performed appropriately.

  When the administrator determines that there is no problem in the transaction content and the contract can be confirmed, the approval instruction is input to the administrator terminal 9, and the electronic signature processing unit 93 responds to the approval instruction by the electronic signature processing unit 93. Processing and encryption processing are performed, and the processing result is output to the voice certificate management server 17 and registered in, for example, the voice certificate DB 171 (step S7). The storage destination may be the call recording DB 131. As shown in FIG. 7, after the electronic signature processing unit 93 performs a well-known electronic signature assigning process on the call recording data file acquired from the call recording DB 131, for example, well-known encryption using a public key is performed. Generate an encrypted call recording data file. Similarly, after the electronic signature processing unit 93 performs a well-known electronic signature attaching process on the tag table file acquired from the call recording DB 131, the electronic tag processing unit 93 further performs well-known encryption using, for example, a public key. Generate a table file. The encrypted call recording data file and the encrypted tag table file generated in this way are registered in the voice certificate DB 171 by the voice certificate management server 17.

  Then, when an encrypted call recording data file and an encrypted tag table file are newly registered in the voice certificate DB 171, the time stamp server 15 performs a time stamp acquisition process for each of these files (step S 9). Specifically, as shown in FIG. 8, the time stamp server 15 calculates the hash value from the encrypted call recording data file. Similarly, the hash value is calculated from the encryption tag table file. Then, they are transmitted to the time authentication server 21 via the network 19. Upon receiving the two hash values, the time authentication server 21 attaches time authentication data to each of them and generates a time stamp file for the call recording data file and a time stamp file for the tag table file. To the time stamp server 15. The time stamp server 15 receives two time stamp files via the network 19 and outputs them to the voice certificate management server 17.

  The voice certificate management server 17 receives the two time stamp files from the time stamp server 15 and, as shown in FIG. 9, stores them in the voice certificate DB 171 in association with the original encrypted call recording data file and the encrypted tag table file. By registering, voice certificate data registration is performed (step S11). As shown in FIG. 9, the encrypted call recording data file is related to the encryption tag table file, and is further related to the time stamp file for the call recording data file. The encrypted tag table file is related to the time stamp file for the tag table file. In the present embodiment, the voice certificate data is constituted by such four files.

  By performing the processing as described above, voice certificate data is generated. The encrypted call recording data file included in the voice certificate data can be obtained by decrypting with the correct private key. Also, the authenticity of the electronic signature of the call recording data file can be confirmed by, for example, decryption with a correct public key. Similarly, the tag table file can be obtained by decrypting the encrypted tag table file included in the voice certificate data with the correct private key. Also, the authenticity of the electronic signature of the tag table file can be confirmed by decrypting with the correct public key.

  If the hash value is calculated again for the encrypted call recording data file, the authenticity can be confirmed by comparing with the hash value included in the time stamp file for the call recording data file. The authenticity of the time authentication data included in the time stamp file can also be confirmed by the time stamp authority. Similarly, if the hash value is calculated again for the encrypted tag table file, the authenticity can be confirmed by comparing with the hash value included in the time stamp file for the tag table file. Similarly, the authenticity of the time authentication data included in the time stamp file can be confirmed by the time stamp authority.

  Further, by complying with the e-document law, the business operator can handle and store the voice certificate data as an electronic document, and can reduce the storage cost of the document.

  If the call recording data file and the tag table file are used, customer identification, customer authentication, contract contents, and contract intention confirmation can be easily reconfirmed.

  Although the embodiment of the present invention has been described above, the present invention is not limited to this. For example, a configuration in which the approval process is not performed by the administrator terminal 9 may be employed. Even in this case, the electronic signature processing unit 93 is provided, for example, in the call recording data management server 13 or the like, and performs an electronic signature adding process or the like. Further, the server configuration as shown in FIG. 2 is an example, and the functions may be divided into more servers, or the functions may be integrated into fewer servers.

  Further, automatic voice response may be performed entirely by the CTI system without using the acceptor terminal 7. The processing for the call tagging unit 73 may be performed by the receptionist or using a voice recognition function (not shown) after the call is completely finished.

  The acceptor terminal 7, the administrator terminal 9, the authentication server 11, the call recording data management server 13, the time stamp server 15, the time authentication server 21, and the voice certificate management server 17 are computer apparatuses as shown in FIG. , A memory 2501 (storage device), a CPU 2503 (processing device), a hard disk drive (HDD) 2505, a display control unit 2507 connected to a display device 2509, a drive device 2513 for a removable disk 2511, an input device 2515, and a network A communication control unit 2517 for connection is connected by a bus 2519. An operating system (OS: Operating System) and an application program for performing processing in the present embodiment are stored in the HDD 2505, and are read from the HDD 2505 to the memory 2501 when executed by the CPU 2503. If necessary, the CPU 2503 controls the display control unit 2507, the communication control unit 2517, and the drive device 2513 to perform necessary operations. Further, data in the middle of processing is stored in the memory 2501 and stored in the HDD 2505 if necessary. In the embodiment of the present invention, an application program for performing the processing described above is stored in the removable disk 2511 and distributed, and is installed in the HDD 2505 from the drive device 2513. In some cases, the HDD 2505 may be installed via a network such as the Internet and the communication control unit 2517. Such a computer apparatus realizes various functions as described above by organically cooperating hardware such as the CPU 2503 and the memory 2501 described above, the OS, and necessary application programs.

It is a figure which shows the outline | summary of the voice certificate which concerns on embodiment of this invention. It is a figure for demonstrating the system outline | summary which concerns on embodiment of this invention. It is a figure which shows the main process flow in embodiment of this invention. It is a figure which shows the processing flow of a customer's call process in embodiment of this invention. It is a figure for demonstrating call recording data and a section tag. It is a figure which shows an example of a tag data table. It is a figure which shows the outline | summary of a process of an electronic signature process part. It is a figure which shows the outline | summary of a process of a time stamp server and a time authentication server. It is a figure which shows the structure of audio | voice certificate data. It is a functional block diagram of a computer.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Public line network 3,5 Telephone 7 Reception terminal 9 Administrator terminal 11 Authentication server 13 Call recording data management server 15 Time stamp server 17 Voice certificate management server 19 Network 21 Time authentication server 23 LAN
71 Call recording unit 73 Call tagging unit 91 Call playback unit 93 Electronic signature processing unit 111 User DB 131 Call recording DB
171 Voice Certificate DB

Claims (4)

Performing customer authentication processing for the customer involved in the contract;
In a call with a customer, a call section related to customer identification, a call section related to customer authentication, a call section related to contract content, and tag data for specifying a call section related to the customer's intention confirmation and a call of the customer Storing the recorded data in the call data storage unit;
An electronic signature step of generating an electronic signature-added tag data and recording data by giving an electronic signature to the tag data and the recording data stored in the call data storage unit;
Generating data related to time authentication for the tag data and recording data with the electronic signature;
Registering the electronic signature-attached tag data and recording data and the time authentication data as voice certificate data in a voice certificate data storage unit;
A voice certificate data generation method executed on a computer. The electronic signature step comprises:
The voice certificate data generation method according to claim 1, further comprising: encrypting the tag data and the recorded data. Means for performing customer authentication processing for the customer in the contract;
In a call with a customer, a call section related to customer identification, a call section related to customer authentication, a call section related to contract content, and tag data for specifying a call section related to the customer's intention confirmation and a call of the customer Means for storing the recorded data in the call data storage unit;
An electronic signature means for giving an electronic signature to the tag data and the recording data stored in the call data storage unit to generate tag data and recording data with an electronic signature;
Means for generating data related to time authentication for the tag data and recording data with electronic signature;
Means for registering the tag data and recording data with electronic signature and the data relating to the time authentication in the voice certificate data storage unit as voice certificate data;
A voice certificate data generation system. Call recording data file with electronic signature,
A time stamp file for the hash value of the call recording data file with the electronic signature;
A data file with an electronic signature of tag data for specifying a call section related to customer identification, a call section related to customer authentication, a call section related to contract contents, and a call section related to the customer's intention confirmation in a call with a customer; ,
A time stamp file for a hash value of a data file with an electronic signature of the tag data;
Voice certificate data structure including

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