JP2011082839A - Call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system that enables an operator to quickly and properly respond, without fail, to a complaint call from a user about facility of a building, thereby improving quality of operator response. <P>SOLUTION: The call center system includes: an emotional expression detecting means 10 which detects emotional expression of a speaker based on intonation and strength of voice in a recorded data 20 obtained by recording a conversation between a user 4 and an operator 3; a specific keyword storing part 11 which stores a keyword for identifying the content of the complaint in the conversation as a specific keyword 21; a specific keyword searching means 12 which searches for the specific keyword 21 in the recorded data that has been converted into text; a complaint content determination means 13 for determining importance and priority by determining the content of the complaint based on the specific keyword 21 and emotional expression; and a complaint response notification means 14 which sets a recipient of the complaint based on the content of the complaint, importance, and priority. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a call center system, and more particularly to a call center system in which a call center operator of a facility maintenance company accepts and responds to telephone complaints from users regarding building facilities.

  A facility maintenance company that conducts maintenance management related to building facilities has a call center system in which a call center operator of a facility maintenance company accepts and responds to telephone complaints from users regarding building facilities. This claim includes, for example, complaints regarding construction equipment, consultation, requests, notification of equipment failures, and the like.

  When the call center operator receives a phone call from the user, he opens the computer system customer search system, identifies the customer registration number, name, address, telephone number, etc. of the user, and browses the customer contract information to confirm the customer contract. Check the information. Then, the user's requirements are confirmed by telephone, the complaint handling method is determined, the contents of the correspondence are notified to the user, and the telephone is disconnected. Then, the call center operator records the received power information in the customer correspondence record, and contacts an appropriate maintenance person to request the correspondence. When the operator himself / herself determines that it is difficult to handle, the operator requests follow-up from the supervisor who is the supervisor.

  This call center operator uses customer contract information in the customer search system, customer contract information, building equipment information, information on departments and maintenance personnel in the equipment maintenance company, past complaint response history and individual Correspondence information can be browsed.

  The conversation between the user and the operator is recorded by the recording device from the start to the end of the call, and the recorded data is stored for a certain period. The recording data (call contents) of the recording device is converted into data after being converted into text and recorded as power reception information.

  On the other hand, Patent Document 1 discloses a call center system that accurately records conversations such as responses to various inquiries and complaints made between a customer and an operator in a call center. Here, voice data comprising a conversation between a customer and an operator is converted into text data by a voice recognition system, a means for storing the text data and voice data in association with each other, and a conversation between the customer and the operator. And means for storing and saving the history of conversation between the customer and the operator as history data in the correspondence database by reading out the date and time data for specifying the date and time and correlating it with the text data and voice data recorded and saved in the conversation database. Is described.

JP 2006-126966 A

  The operator's telephone reception work at the call center is left to the skill of each operator, and he / she asks the supervisor who is the supervisor to follow up only when the operator himself / herself determines that it is difficult to respond. For this reason, the quality of response to complaints depends on the skill and experience of the operator, and there is a possibility that the user may not be able to respond accurately unless the operator requests follow-up from the supervisor.

  In general, measures such as education and OJT are taken in order to improve the individual skill of the operator, but that alone is not sufficient to improve the skill of the operator.

  An object of the present application is to provide a call center system that solves such a problem, responds promptly and accurately to telephone complaints from users regarding building facilities, and improves the quality of correspondence to operators.

  In order to achieve the above object, a call center system according to the present invention is a call center system in which an operator of a call center of a facility maintenance company accepts and responds to a telephone complaint from a user regarding a building facility. Emotion expression detection means for detecting the expression of the speaker's emotion from the inflection and strength of the recorded data in which the conversation is recorded, and the specification for storing the keyword for determining the content of the complaint from the conversation between the user and the operator as a specific keyword Significance of the claim by judging the content of the claim from the keyword storage unit, the specific keyword search means for searching the stored specific keyword from the recorded data converted into text, the searched specific keyword, and the emotional expression of the speaker Claim content judging means for judging the degree and priority; Characterized in that it comprises a handling claims notification means for setting a claim notification destination to business from the importance and priority of the frame of the content and claims, the.

  With the above configuration, the call center system can make claims from the inflection detected from the voice of the recording data, the emotional expression of the user or operator from the strength, and the specific keyword searched by the data mining tool from the recording data converted into text. And the importance and priority can be determined. As a result, when the operator's response is not accurate, the supervisor or the like can follow up quickly, so that the user's complaint can be responded promptly and accurately, and the response quality as a call center can be improved. Moreover, since the operator can confirm whether the response is good or not, the quality of the response can be improved.

  In the call center system, the specific keyword storage unit classifies and stores the specific keywords into three types of complaints from users, notifications about equipment failures, and operator response statuses, and the claim content judging means It is preferable to determine the importance and priority for each complaint from the user, notification about equipment failure, and the response status of the operator. As a result, it is possible to respond more precisely and accurately to each type of complaint.

  In addition, the call center system determines that the complaint content determination means has the highest urgency and importance for the complaint that has been analyzed as a notification regarding equipment failure, and the most urgent for the complaint that has been analyzed as an operator's response status. It is preferable to determine that the degree and importance are low. As a result, it is possible to respond by giving priority to the types of claims having a high degree of urgency and priority.

  In the call center system, the specific keyword storage unit sets a priority in advance from the importance and priority for each set specific keyword, and the claim content determination means includes a plurality of specific keywords searched in the conversation of the claim Among them, it is preferable to set a complaint notification destination by a specific keyword having the highest importance and priority. Thereby, the content of the complaint can be determined and dealt with from a specific keyword having a high priority from the urgency level and the priority level.

  In addition, the call center system preferably includes an operator correspondence evaluation unit that evaluates an operator's correspondence status from the searched specific keyword and the emotional expression of the speaker. As a result, the skill of the operator and the characteristics of the correspondence can be determined, which can be used as individual education or OJT.

  Further, in the call center system, the specific keyword storage unit stores the telephone response keyword described in the operator's telephone correspondence manual, and the operator correspondence evaluation means evaluates the operator's correspondence situation based on the operator's telephone correspondence keyword. Is preferred. As a result, it is possible to determine whether or not the operator supports the telephone according to the telephone manual.

  As described above, according to the call center system according to the present invention, it is possible to provide a call center system that can quickly and accurately respond to telephone complaints from users regarding building facilities and improve the quality of operator correspondence. it can.

1 is a block diagram showing a schematic configuration of one embodiment of a call center system according to the present invention. It is explanatory drawing which shows the classification | category about the claim from a user, and its corresponding method. It is explanatory drawing which shows the specific keyword memorize | stored in the specific keyword memory | storage part.

  Hereinafter, embodiments of a call center system according to the present invention will be described in detail with reference to the drawings. FIG. 1 shows a schematic configuration of one embodiment of a call center system 1 according to the present invention. FIG. 2 shows a classification of complaints from the user 4 and a corresponding method. The call center system 1 includes an emotion expression detection unit 10, a specific keyword storage unit 11, a specific keyword search unit 12, a complaint content determination unit 13, a complaint correspondence notification unit 14, and an operator correspondence evaluation unit 15. And the operator 3 of the call center 5 of the equipment maintenance company 2 accepts and responds to the telephone complaint regarding the building equipment 9 from the user 4.

  When the operator 3 of the call center 5 receives a call from the user 4, the operator 3 opens the customer search system 27 of the computer system, specifies the customer registration number, name, address, telephone number, etc. of the user 4, and sets the customer contract information. Browse to confirm customer information. Then, the user 4's requirements are confirmed by telephone, the complaint handling method is determined, the contents of correspondence are notified to the user 4, and the telephone is disconnected. Then, the operator 3 records the power reception information in the customer correspondence record 28 and contacts the appropriate maintenance person 6 to request the correspondence. Further, when the operator 3 determines that the operator 3 itself is difficult to handle, the operator 3 requests the supervisor who is the supervisor 7 to follow.

  The conversation between the user 4 and the operator 3 of the call center 5 is recorded by a recording device (not shown) from the start to the end of the telephone, and the recorded data 20 is stored for a certain period. Also, the recording data 20 of the recording device or the voice from the telephone is converted into text data 19 which is recorded as power reception information.

  The emotional expression detection means 10 detects the emotional expression of the user 4 or the operator 3 from the inflection of voice of the recording data 20 in which the conversation between the user 4 and the operator 3 is recorded, the change in strength, or the interval. This emotional expression detection means 10 first determines whether the voice belongs to the user 4 or the operator 3. Then, for example, the user 4 detects an emotional expression such as “angry” or “stimulated” from the waveform pattern of the voice, based on the inflection of the voice, the change in strength, or the interval. Further, for example, the operator 3 detects emotional expressions such as “barking” and “being troubled”.

  FIG. 3 shows the specific keyword 21 stored in the specific keyword storage unit 11. The specific keyword storage unit 11 stores, as the specific keyword 21, the following keyword from which the content of the complaint is determined from the conversation between the user 4 and the operator 3. Here, the specific keyword 21 regarding the complaint from the user 4 is classified into three types: a specific keyword 21 a regarding the complaint information 16, a specific keyword 21 b regarding the equipment failure notification information 17, and a specific keyword 21 c regarding the operator response status information 18. .

  Specific keywords 21a related to the complaint information 16 include, for example, “how is it”, “maintenance” and “does not come”, “maintenance” and “does not come”, “response” and “bad”, “attitude”. And “bad”. Thus, the keyword is memorize | stored about the complaint of the complaint assumed with respect to the maintenance work by the maintenance person 6. The specific keyword 21a includes a specific keyword 21a related to the complaint information 16 by combining two keywords such as “maintenance” and “not come”.

  The specific keyword 21b related to the equipment failure notification information 17 includes, for example, “the door is open”, “smoke is coming out”, “fire fighting”, “police”, “power outage”, “trapped”, Includes “sandwiched” and “water does not stop”. Thus, the keyword is memorize | stored about the claim regarding the failure with which generation | occurrence | production is assumed in the building equipment 9. FIG. The specific keyword 21b related to the equipment failure notification information 17 includes those related to natural disasters such as earthquakes.

  Further, the specific keyword 21c related to the operator response status information 18 includes, for example, “I cannot do it”, “I don't know”, “I don't know”, “I don't know”, “I should be”, “Maybe”, “Probably”, etc. It is. In this way, keywords are stored for inappropriate or ambiguous statements that are assumed when the operator 3 makes a telephone response. Furthermore, the telephone response keyword 26 that violates the telephone-related manual described in the telephone-related manual 25 of the operator 3 is also stored in the specific keyword 21 c regarding the operator 3. For example, when you receive a call, you may not answer in polite language.

  As shown in FIG. 2, the specific keyword search means 12 stores the text data 19 converted from the recording data 20 of the recording device or the text data 19 converted from the voice of the telephone into the specific keyword storage unit 11. The stored specific keyword 21 is searched by text mining. The specific keyword search unit 12 classifies the searched specific keyword 21 into complaint information 16, equipment failure notification information 17, and operator response status information 18 for complaints from the user 4.

  The complaint content determination means 13 analyzes whether the complaint from the user 4 is the complaint information 16, the equipment failure notification information 17, or the operator response status information 18 based on the search by the specific keyword search means 12. In the analysis, the complaint content determination means 13 determines the content of the complaint with the searched specific keyword 21 as “main” and the emotional expression of the user 4 or the operator 3 as “subordinate”. That is, the claim content determination means 13 determines the claim content by combining the searched specific keyword 21 and the emotional expression of the user 4 or the operator 3.

  Next, the claim content determination means 13 determines the importance and priority of each claim information. That is, the complaint content determination means 13 determines that the equipment failure notification information 17 and the analyzed specific keyword 21b have the highest urgency and importance. Further, it is determined that the operator correspondence status information 18 and the analyzed specific keyword 21c have the lowest urgency and importance. In this way, priorities are assigned to responses based on the importance and priority of the claim information. For example, when the specific keyword 21 detected by the specific keyword search unit 12 includes both the specific keyword 21 a related to the complaint information 16 and the specific keyword 21 b related to the equipment failure notification information 17, the specific keyword related to the equipment failure notification information 17. 21b is preferentially processed.

  Further, the specific keyword storage unit 11 is provided with a priority order for each set specific keyword 21a, 21b, 21c based on importance and priority. Then, the complaint content determination means 13 determines the content of the complaint from the specific keywords 21a, 21b, and 21c having the highest importance and priority among the searched specific keywords 21a, 21b, and 21c. For example, the keyword “confined” in 21b of the equipment failure notification information 17 is the specific keyword 21b having the highest degree of urgency and importance. The notification means 14 is made to process.

  The complaint correspondence notifying unit 14 sets the notification destination of the complaint among the parties 8 based on the importance and priority of the complaint determined by the complaint content determining unit 13. For example, claims with low importance and low priority are only reported to the supervisor 7 of the operator 3. A claim with high importance and high priority is notified not only to the supervisor 7 of the operator 3 but also to a related person 8 such as an administrator of the call center 5, and the maintenance person 6 of the building equipment 9 carries it. Notification is also made directly to the maintenance staff terminal 23 such as a telephone. Thereby, it is possible to respond quickly to the equipment failure notification information 17 having high importance and high priority.

  Further, as shown in FIG. 1, the customer search system 27 that the operator 3 browses in response to the user 4 and the customer response record 28 that is a customer response record to the user 4 of the operator 3 are recorded. The supervisor 7 associated with the data 20 and the related person 8 who needs to be notified are notified.

  As shown in FIG. 2, the call center system 1 includes an operator correspondence evaluation unit 15 that evaluates the correspondence status of the operator 3 from the searched specific keyword 21 c and the emotional expression of the user 4 or the operator 3. Further, the operator correspondence evaluation means 15 evaluates the correspondence situation of the operator 3 based on the telephone correspondence keyword 26 of the operator 3. Thereby, the skill of the operator 3 and the characteristic of correspondence can be judged, and it can utilize as individual education or OJT. In addition, it is possible to determine whether or not the operator 3 corresponds to the telephone according to the telephone correspondence manual 25.

  DESCRIPTION OF SYMBOLS 1 Call center system 2 Equipment maintenance company 3 Operator 4 User 5 Call center 6 Maintenance person 7 Supervisor 8 Person concerned 9 Building equipment 10 Emotion expression detection means 11 Specific keyword memory | storage part 12 Specific keyword Search means, 13 Claim content judgment means, 14 Claim correspondence notification means, 15 Operator correspondence evaluation means, 16 Complaint information, 17 Equipment failure notification information, 18 Operator correspondence status information, 19 Text data, 20 Recording data, 21 Specific keyword, 21a Specific keyword (related to complaint information), 21b specific keyword (related to equipment failure notification information), 21c specific keyword (related to operator response status information), 23 maintenance staff terminal, 25 telephone manual, 26 telephone compatible keyword, 27 Customer retrieval system, 28 customer service record.

Claims (6)

In the call center system that the call center operator of the equipment maintenance company accepts and responds to complaints over the telephone from users regarding building equipment,
An emotional expression detection means for detecting the expression of the speaker's emotion from the inflection of voice, the change of strength and the interval of the recorded data in which the conversation between the user and the operator is recorded,
A specific keyword storage unit that stores, as a specific keyword, a keyword for which the content of a complaint is determined from a conversation between a user and an operator;
Specific keyword search means for searching for a stored specific keyword from the recording data converted into text,
Claim content determination means for determining the content of the claim from the searched specific keyword and the emotional expression of the speaker, and determining the importance and priority of the claim,
A complaint handling notification means for setting a complaint notification destination among related parties from the content of the complaint and the importance and priority of the complaint;
A call center system comprising:   The call center system according to claim 1, wherein the specific keyword storage unit classifies and stores the specific keywords into three types of complaints from users, notifications about equipment failures, and operator response statuses, and claims contents. The call center system characterized in that the judging means judges the complaint according to a complaint from a user, a notification about equipment failure, and an importance level and a priority level for each response situation of an operator.   3. The call center system according to claim 2, wherein the claim content determination means determines that the claim analyzed as being a notification about equipment failure has the highest degree of urgency and importance, and analyzes that it is a response status of the operator. A call center system that determines that the urgency and importance of a received claim are the lowest.   The call center system according to any one of claims 1 to 3, wherein the specific keyword storage unit sets priorities for each set specific keyword in advance based on importance and priority, and the claim content determination means A call center system characterized in that a complaint notification destination is set by a specific keyword having the highest importance and priority among a plurality of specific keywords searched in a conversation.   5. The call center system according to claim 1, further comprising an operator correspondence evaluation unit that evaluates an operator's response status from the searched specific keyword and the emotional expression of the speaker. .   6. The call center system according to claim 5, wherein the specific keyword storage unit stores a telephone response keyword described in the operator's telephone correspondence manual, and the operator correspondence evaluation means is based on the operator's telephone correspondence keyword. A call center system characterized by evaluating the response status.

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