JP2018128869A - Search result display device, search result display method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To automatically display an answer to a customer's business.SOLUTION: A search result display device 1 comprises: a voice recognition part 11 that performs voice recognition processing on the voices of a customer and a person in charge of reception to create a voice recognition result; a business extraction part 12 that extracts the customer's business from the voice recognition result; and a display control part 13 that acquires, from a database 21, question items corresponding to the business and answers to the question items to be displayed on a display part 14.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a search result display device, a search result display method, and a program for displaying a search result based on a database.

  Conventionally, when a contact person such as a call center / operator or reception desk responds to a customer, the response person manually inputs a keyword and a question sentence and retrieves an answer from the database in order to obtain information necessary for the reception. A search system is used.

  In recent years, in order to support operator operations at call centers, systems have been developed that have the ability to recognize speech content in real time and display appropriate response knowledge on the operator's screen using natural language processing technology. (For example, refer nonpatent literature 1).

Seiji Kawamura, 4 others, “Utilization of AI in call centers”, [online], February 2016, [Search January 6, 2017], Internet <URL: http://www.ntt.co.jp/ journal / 1602 / files / jn201602035.pdf>

  Non-Patent Document 1 describes a call that generates a summary sentence composed of “automatic message extraction” for extracting a customer's telephone requirements and “important sentence automatic extraction” for extracting only important utterances during the call. An automatic summarization function is disclosed. However, even if this function is used, answers to customer requirements cannot be displayed automatically. For this reason, the person in charge of the service is required to have a skill for searching for an answer to the customer's business in parallel with the conversation with the customer, which imposes a burden on the person in charge of the customer.

  An object of the present invention made in view of such circumstances is to provide a search result display device, a search result display method, and a program capable of automatically displaying an answer to a customer's requirement.

  In order to solve the above-described problem, the search result display device according to the present invention uses a database that stores assumed question items and answers to the question items, and provides real-time question items and answers corresponding to customer requirements. A search result display device for searching in a voice recognition unit for generating voice recognition results by performing voice recognition processing on the voices of customers and reception staff, and a requirement for extracting customer requirements from the voice recognition results An extraction unit, and a display control unit that acquires a question item corresponding to the requirement and an answer to the question item from the database and displays the answer on the display unit.

  In addition, in order to solve the above-described problem, the search result display method according to the present invention uses a database that stores an assumed question item and an answer to the question item to obtain a question item and an answer corresponding to a customer's requirement. A search result display method in a search result display device for searching in real time, wherein a voice recognition process is performed on voices of a customer and an agent in charge to generate a voice recognition result, and a customer's requirement is determined from the voice recognition result. Extracting, and obtaining a question item corresponding to the requirement and an answer to the question item from the database and displaying them on a display unit.

  In order to solve the above problem, a program according to the present invention causes a computer to function as the search result display device.

  According to the present invention, when a customer service is performed at a call center or a window, a person in charge can automatically display information necessary for the service. Therefore, the person in charge of the response can concentrate on the conversation with the customer, and the response time related to the search can be shortened. Furthermore, even a person in charge who does not have high terminal operation skills can perform a service.

It is a block diagram which shows the structural example of the search result display apparatus which concerns on one Embodiment of this invention. It is a figure which shows the example of a display screen of the display part in the search result display apparatus which concerns on one Embodiment of this invention. It is a flowchart which shows an example of the search result display method which concerns on one Embodiment of this invention.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 1 shows a configuration example of a search result display device according to an embodiment of the present invention. The search result display device 1 illustrated in FIG. 1 includes a voice recognition unit 11, a requirement extraction unit 12, a display control unit 13, and a display unit 14.

  The search result display device 1 automatically determines the customer's requirements from the voice of the response personnel and the customer when the service representative receives an inquiry from the customer, and asks questions and answers corresponding to the requirements. It is a device that searches and displays in real time by search. A representative example of the person in charge is a call center operator.

  The voice recognition unit 11 inputs the voices of the customer and the person in charge of service through different channels (two channels). Then, voice recognition processing is performed for each of the voices of the customer and the person in charge of the customer, and text indicating the voice recognition result corresponding to the voice is generated and output to the message extracting unit 12 and the display control unit 13. Here, an error may occur in the speech recognition process. Therefore, a process using the N-best method of preparing a plurality of candidates as a recognition result by a speech recognition process of a word included in an utterance may be performed.

  The message extraction unit 12 extracts a customer's message from the text input from the voice recognition unit 11, and transmits a FAQ search instruction including the message to the FAQ search device 2.

  In response to a customer, in general, immediately after a customer utters an utterance corresponding to a business (a business utterance), a person in charge of the service repeats and confirms the business. The requirement extraction unit 12 can use such an interactive structure. For example, when a customer utters a message saying “Can I use the foreign currency deposit service usage settings immediately after changing the usage settings?” If this is the case, it will be whether the service can be used immediately. " Using such a dialogue structure, if the utterance of the person in charge ends with "~ is it" or "~ masune", and there are many terms in common with the utterance of the previous customer, the customer Or the utterance of the person in charge can be extracted as a requirement. In addition, when the person in charge of answering includes a word that explicitly indicates a message at the beginning of the utterance, such as “What is the question content?”, The utterance may be extracted as a message. it can.

  The FAQ search device 2 includes a database 21 and a search unit 22. In the present embodiment, the FAQ search device 2 is an independent device from the search result display device 1, but the search result display device 1 may have the function of the FAQ search device 2 inside. That is, the search result display device 1 may further include a database 21 and a search unit 22.

  The database 21 stores an assumed question item and an answer to the question item (so-called FAQ) in advance in association with each other. The database 21 may store keywords related to the question items in association with the question items.

  When the search unit 22 receives the FAQ search instruction including the message from the message extracting unit 12, the search unit 22 searches the database 21 for the question item corresponding to the message, and the question item and the answer to the question item are the FAQ search result. To the display control unit 13. If a keyword is associated with the question, the keyword is also transmitted to the display control unit 13 as a FAQ search result. Here, the question corresponding to the requirement is a question that is presumed to have a content close to the requirement, and there may be a plurality of questions to be searched for one requirement. . Any known method can be used as a method for searching for a question item corresponding to a requirement.

  For example, the search unit 22 regards the business as a set of keywords, and searches for a question item most similar to the business by keyword matching or concept search. In order to further improve the search accuracy, the word included in the message in the combination with the highest similarity among the combinations of the word included in the message and the word included in the question is the first keyword, The word included in the item is set as the second keyword, and at least two similarities are calculated among the similarity between the keywords, the similarity between the clauses including the keyword, and the similarity between the dependency of the clause including the keyword, As the absolute value of the change value of at least two similarities is smaller, it may be evaluated that the message and the question are more similar, and the question item having the highest similarity with the message may be searched.

  The display control unit 13 acquires from the database 21 the question items corresponding to the customer's requirements and the answers to the question items, and displays them on the display unit 14. In addition, the display control unit 13 acquires text that is a voice recognition result from the voice recognition unit 11 and causes the display unit 14 to display the text. Note that the display control unit 13 may further acquire text indicating a message from the message extraction unit 12 and display the text on the display unit 14.

  When the database 21 stores keywords related to the question items in association with each other, the display control unit 13 further acquires the keywords associated with the question items corresponding to the customer's requirements from the database 21. It is also possible to display on the display unit 14 in a selectable state on the display unit 14. In that case, you may make it display on the display part 14 in the state which can select only the word contained also in a requirement among keywords. Moreover, you may make it display on the display part 14 in the state which can distinguish between the word contained also in a requirement, and the word which is not contained in a requirement among keywords, respectively.

  The display unit 14 is a display that displays data input from the display control unit 13. In the present embodiment, the search result display device 1 includes the display unit 14, but the display unit 14 may be a device independent of the search result display device 1.

  FIG. 2 shows a display screen example of the display unit 14. The screen displayed by the display unit 14 includes a left screen area 141, an upper right screen area 142, and a lower right screen area 143.

  In the left screen area 141, the recognition result by the voice recognition unit 11 is displayed in real time. The voice recognition result of the customer and the voice recognition result of the person in charge are displayed separately. In FIG. 2, the voice recognition result of the customer is shown in a solid frame, and the voice recognition result of the person in charge is shown in a dotted frame. In addition, the keywords associated with the questions corresponding to the requirements may be displayed separately from other terms. For example, although the keyword is underlined in FIG. 2, it may be displayed in a different color from other terms.

  In the upper right screen area 142, in FIG. 2, among the keywords associated with the questions corresponding to the customer's business, the word included in the business is displayed following the word “focused keyword:”. doing. In addition, among the keywords associated with the question items, words that are not included in the requirement are displayed following the word “probably:”.

  The lower right screen area 143 displays the search result of the question items corresponding to the message. The full text of the answer or a summary of the answer may be displayed immediately below the question, or only the question may be displayed as shown in FIG. 2, and the answer may be displayed when the question is clicked. . Further, when a plurality of questionnaire items corresponding to the requirement are searched, all of them may be displayed, or a predetermined number may be displayed in order from the highest degree of matching with the requirement. . Since the speech recognition by the speech recognition unit 11 and the requirement extraction by the requirement extraction unit 12 are performed in real time, the search result is updated every time the requirement is extracted.

  Words listed in the “Keyword of interest:” column in the upper right screen area 142 (hereinafter referred to as “keyword of interest”) and words listed in the column of “Maybe:” (hereinafter referred to as quasi-keyword). By clicking, the person in charge can determine whether or not to select (adopt). In other words, all the keywords of interest are initially selected, but can be individually unselected by clicking later, and initially all quasi-keywords are in a non-selected state. By clicking from, you can select individually.

  When a keyword (word cited as a keyword of interest or a quasi-keyword) in the upper right screen area 142 is clicked, the display unit 14 outputs information on the selected keyword to the display control unit 13. Then, the display control unit 13 causes the display unit 14 to display the question item associated with the selected keyword and the answer among the question items acquired from the search unit 22. Therefore, in the lower right screen area 143, only the question items associated with the keywords selected by the person in charge and the answers can be displayed.

  Next, a search result display method by the search result display device 1 will be described. FIG. 3 is a flowchart illustrating an example of a search result display method.

  First, the voices of the customer and the person in charge of the customer are input through different channels, and the voice recognition unit 11 performs voice recognition processing on the voices of the customer and the person in charge of the customer (step S101), thereby generating a text indicating the voice recognition result (step S101). Step S102).

  Next, the text generated in step S102 is analyzed by the message extracting unit 12, the customer's message is extracted (step S103), and the FAQ search instruction is given to the FAQ searching apparatus 2 at the timing when the message is extracted. Is performed (step S104).

  Next, the display control unit 13 causes the display unit 14 to display the question items searched by the FAQ search device 2 and the answer (FAQ) (step S105).

  It should be noted that a computer can be preferably used to function as the search result display device 1 described above, and such a computer can store a program describing processing contents for realizing each function of the search result display device 1. This can be realized by storing the program in a database and reading and executing the program by the CPU of the computer.

  The program may be recorded on a computer readable medium. If a computer-readable medium is used, it can be installed on a computer. Here, the computer-readable medium on which the program is recorded may be a non-transitory recording medium. The non-transitory recording medium is not particularly limited, but may be a recording medium such as a CD-ROM or a DVD-ROM.

  As described above, according to the present invention, customer requirements are extracted from the voice recognition results of the customer and the person in charge of the customer, and the questions corresponding to the requirements and the answers (FAQ) to the questions are displayed. When the present invention is applied at a call center, a window, etc., information necessary for the reception person in charge can be automatically displayed when performing customer reception.

  Therefore, according to the present invention, the person in charge of the response can concentrate on the conversation with the customer, thereby reducing the time related to the search and the response time. If it is a call center, the period until landing can be shortened. In addition, the person in charge can automatically display the FAQ search results without requiring complicated operations, and even a person in charge with low terminal operation skills can perform the service. .

  Furthermore, it is possible to display the keyword of interest or the quasi-keyword related to the question item in a selectable state. Therefore, the person in charge can select the necessary words from the keyword of interest or the quasi-keyword, thereby narrowing down the questions and further shortening the time required to obtain an answer.

  Although the above embodiment has been described as a representative example, it will be apparent to those skilled in the art that many changes and substitutions can be made within the spirit and scope of the invention. Therefore, the present invention should not be construed as being limited by the above-described embodiments, and various modifications and changes can be made without departing from the scope of the claims. For example, it is possible to combine a plurality of constituent blocks described in the configuration diagram of the embodiment into one, or to divide one constituent block.

DESCRIPTION OF SYMBOLS 1 Search result display apparatus 2 FAQ search apparatus 11 Voice recognition part 12 Requirements extraction part 13 Display control part 14 Display part 21 Database 22 Search part 141 Left screen area 142 Upper right screen area 143 Lower right screen area

Claims (6)

A search result display device that searches in real time for questions and answers corresponding to customer requirements using a database that stores assumed questions and answers to the questions,
A voice recognition unit that generates voice recognition results by performing voice recognition processing on the voices of the customer and the person in charge;
A message extraction unit for extracting customer messages from the speech recognition results;
From the database, a display control unit that obtains a question item corresponding to the requirement, and an answer to the question item and displays it on a display unit,
A search result display device comprising: The database further stores keywords related to the question items in association with each other,
The search result display device according to claim 1, wherein the display control unit further acquires the keyword from the database and displays the keyword in a selectable state on the display unit.   The display control unit causes the display unit to display the keyword acquired from the database in a selectable state by distinguishing between a word included in the requirement and a word not included in the requirement. The search result display device according to claim 2, wherein:   The display control unit causes the display unit to display only a question item associated with the selected keyword and an answer to the question item among keywords displayed in a selectable state. Item 4. The search result display device according to Item 2 or 3.   The program for functioning a computer as a search result display apparatus as described in any one of Claim 1 to 4. A search result display method in a search result display device for searching in real time a question and answer corresponding to a customer's requirement using a database that stores an assumed question and an answer to the question,
Performing voice recognition processing on the voice of the customer and the person in charge and generating a voice recognition result;
Extracting customer requirements from the speech recognition results;
From the database, a question item corresponding to the requirement, and a step of acquiring an answer to the question item and displaying it on a display unit;
The search result display method characterized by including.

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