JP2022186526A - Server device - Google Patents

Abstract

To improve the quality of customer response by operators engaged in telephone response work.SOLUTION: A server device 20 for assisting an operator in dealing with a telephone call with a customer includes: a voice data receiving unit that receives voice data relating to a call between the customer and the operator; a conversion unit that instantly converts the received voice data into a text as the call progresses between the customer and the operator; an arrangement unit that arranges contents of the call converted into the text in chronological order; an opening unit that opens a chat room between the operator and the operator's telephone response support stuff upon connection of a call line between the customer and the operator; a support screen generation unit that generates data for a support screen 200 in which the chat room that has been opened and the contents of the call arranged in chronological order are written together; and a support screen transmitting unit that transmits the data for the support screen to a terminal of the operator and a terminal of a person in charge.SELECTED DRAWING: Figure 1

Description

An embodiment of the present invention relates to a server device.

In order to respond flexibly to inquiries from a plurality of customers, the use of call centers where a plurality of operators stand by has become established in companies. An operator who works in a call center responds to various inquiries from customers while receiving support from supporters such as a manager who manages the operator, company personnel, and external personnel. Conventionally, when an operator consults with a supporter, the operator communicates verbally or by e-mail while remembering the contents of the telephone call. However, the use of these means tends to fall into a so-called "message game", such as the operator misrepresenting the content to the supporter, or the content of the operator's speech being misunderstood by the supporter. There is Naturally, the more the number of people participating in the message game, the higher the possibility that the content of the consultation will be erroneously transmitted. If the content of the consultation is erroneously conveyed, the operator cannot obtain the intended answer. If the operator does not recognize that the content of the consultation has been erroneously conveyed to the supporter and gives the customer an answer to the erroneous content of the consultation, the operator may be subject to complaints from the customer. If the operator recognizes that the content of the consultation has been erroneously conveyed to the supporter, the situation described above can be avoided. This can also be the subject of customer complaints. Also, if the operator answers the phone while taking notes so that he/she will not forget the contents of the phone call, he or she will concentrate on taking notes, and the phone answering will become a chore.

To improve the quality of customer response by an operator engaged in telephone response work.

A server device according to an embodiment of the present invention is a server device for supporting an operator's telephone response to a customer, comprising a voice data receiving unit for receiving voice data relating to a call between the customer and the operator; a conversion unit that immediately converts voice data into text as the call progresses between the customer and the operator; an arrangement unit that arranges the contents of the call converted into text in chronological order; An opening section that opens a chat room between the operator and the operator's telephone support staff, triggered by the connection of the line for the call between and a support screen transmission unit for transmitting the data of the support screen to the terminal of the operator and the terminal of the person in charge.

According to one aspect, it is possible to improve the quality of customer service by an operator engaged in telephone service.

FIG. 1 is a system configuration diagram showing an example of a call center system including a support server device according to this embodiment. FIG. 2 is a configuration diagram of the support server device of FIG. FIG. 3 is a diagram showing an example of a customer information management table stored in the storage device of FIG. FIG. 4 is a diagram showing an example of a customer service person information management table stored in the storage device of FIG. 5 is a diagram showing an example of an operator information management table stored in the storage device of FIG. 2. FIG. FIG. 6 is a diagram showing an example of a response history information management table stored in the storage device of FIG. 7 is a diagram showing an example of a support screen displayed on the information processing terminal of FIG. 1. FIG. FIG. 8 is a flowchart showing a procedure of support processing (support screen generation processing) by the support server device of FIG. FIG. 9 is a flowchart showing a procedure of support processing (support screen update processing) by the support server device of FIG. FIG. 10 is a flowchart showing a procedure of support processing (support screen update processing) by the support server device of FIG.

A call center system including the support server device according to the present embodiment will be described. In the following description, components having substantially the same functions and configurations are denoted by the same reference numerals, and redundant description will be given only when necessary.

The call center system 1 is a system that is introduced to assist operators in answering calls to customers. The operator's phone service to the customer includes the operator's job of receiving a call from the customer, the operator's job of making a call to the customer, and the like. Specifically, the operator calls a list obtained from an address book, etc., and obtains an appointment for selling products and services, telephone appointment business, mail-order business, customer support, technical support, and complaint processing. Including telephone operator work such as.

The call center system 1 has a CTI server device 10 that functions as the core of the call center system 1, and a support server device 20 that supports an operator's telephone response to customers. The CTI server device 10 and the support server device 20 are communicably connected via a network 110 such as an in-house network. A plurality of IP telephones 30 (operator telephones 30) for operators to communicate with customers are communicatively connected to the CTI server device 10 via the Internet 100. FIG. A plurality of information processing terminals 40 such as PCs, tablets, and smart phones are communicably connected to the support server device 20 via the Internet 100 . Among the plurality of information processing terminals 40, an operator terminal 41 is an information processing terminal operated by an operator, an administrator terminal 43 is an information processing terminal operated by a manager who manages the operator, and an information processing terminal operated by a person in charge of a customer. The terminals are distinguished by a customer contact terminal 45, an information processing terminal operated by an internal person concerned, an internal person terminal 47, and an information processing terminal operated by an external person, an external person terminal 49, respectively.

The CTI server device 10 has various functions necessary for the call center system 1 . For example, the CTI server device 10 has a function of assigning a call received from a customer's telephone 90 to a call center (such as a representative telephone number of a company) to an available operator telephone 30 from among a plurality of operator telephones 30. . With this function, any operator telephone 30 can receive a call from a customer or the like. The CTI server device 10 also has a function of transmitting to the support server device 20 together with information specifying the operator telephone set 30 assigned to the call center, that is, the operator ID specifying the operator. In addition, the CTI server device 10 has a function of immediately transmitting to the support server device 20 voice data regarding the contents of the call between the customer and the operator during the call.

The support server device 20 has various functions for supporting the operator's telephone response to the customer. The support server device 20 is realized by a computer, for example, and has a processor 21 , a RAM 23 , a ROM 25 , a communication device 29 and a storage device 27 .

The processor 21 centrally controls each device and controller connected to the system bus. The processor 21 can be configured by, for example, a CPU (Central Processing Unit) and a GPU (Graphics Processing Unit). The RAM 23 functions as a main memory, work area, etc. of the processor 21 . The ROM 25 stores a BIOS (Basic Input Output System) executed by the processor 21, an operating system program (OS), and the like.

The communication device 29 controls communication with the CTI server device 10 via the network 70, and receives from the CTI server device 10 data relating to the telephone number for specifying the customer and voice data relating to the content of the call between the customer and the operator. receive. In addition, it controls communication with a plurality of information processing terminals 40 via the Internet 100, and transmits support screen data, which is generated by the support server device 20 and immediately updated as the call progresses, to the information processing terminals 40. Send.

The storage device 27 stores various data to be displayed on the support screen. For example, the storage device 27 stores a voice file containing voice data regarding the content of a call between an operator and a customer received from the CTI server device 10, and a voice file generated by the support server device 20 between the operator and the customer. A text file containing text data related to the content and a chat file containing message data posted to the chat room are stored.

The storage device 27 stores various table data for assisting the operator in answering telephone calls to customers. For example, the storage device 27 contains a customer information management table for managing customer information, a related party information management table for managing customer related party information, an operator information management table for managing call center operator information, and a history information management table for managing customer service history information.

As shown in FIG. 3, in the customer information management table, customer information is associated with telephone numbers. Customer information includes, for example, customer name, customer ID, and address. By referring to the customer information management table, the name and customer ID of the customer who made the inquiry can be identified from the telephone number of the incoming call.

As shown in FIG. 4, in the related party information management table, related party information is associated with customer IDs. The related party information includes a customer representative ID, an internal related party ID, and an external related party ID. A customer contact is the customer's primary contact. The in-house person concerned is a support person such as a sub-person in charge of the customer, an in-house engineer, or the like. An external party is an external supporter or the like when dealing with a customer. By referring to the related person information management table, it is possible to identify the operator's supporters such as customer representatives, internal related parties, and external related parties from the customer ID.

As shown in FIG. 5, in the operator information management table, an operator ID is associated with a manager ID and an assistant ID. A manager is a manager who manages an operator, such as the operator's superior. An assistant is a member belonging to the same group as the operator. By referring to the operator information management table, the operator's supporters such as administrators and assistants can be specified.

As shown in FIG. 6, past reception information is managed in the history information management table. The response information includes the date and time of response, the operator ID of the operator who responded, the ID of the participant who participated in the chat, the voice file ID for specifying the voice data related to the content of the call between the operator and the customer, and the communication between the operator and the customer. includes a text file ID for specifying text data related to the content of the call, a chat file ID for specifying message data posted in the chat room, and the like. The history information management table is managed by customer ID. The storage device 27 stores a plurality of history information management tables respectively corresponding to a plurality of customers.

By referring to the history information management table, it is possible to identify the operator who has dealt with a specific customer in the past. As a result, when the CTI server device 10 allocates a call to the call center to an available operator telephone 30 from among a plurality of operator telephones 30, the operator who has answered the customer in the past is prioritized. can be assigned to In this case, the CTI server device 10 transmits the telephone number to the support server device 20 as a request for priority operator information in accordance with the incoming call to the call center. The support server device 20 identifies the customer ID based on the telephone number, refers to the history information management table corresponding to the identified customer ID, identifies the operator who has responded in the past, and designates the identified operator as the priority operator. It replies to the CTI server device 10 . The CTI server device 10 forwards the call for priority assignment to the operator identified by the assistance server device 20 . By devising the telephone allocation process so that an inquiry from a specific customer is answered by an operator who has dealt with that specific customer in the past, compared to the case of having a new operator answer a specific customer Inquiries can be responded to smoothly, and customer satisfaction can be improved.

By referring to the history information management table, it is possible to acquire various data when dealing with a specific customer in the past. This various data includes data (including voice and text) regarding the content of the call between the operator and the customer, and data regarding chat. Chat-related data is used to generate support screens.

The storage device 27 stores an assistance program for assisting operators in answering telephone calls to customers. By executing the support program by the processor 21, a support screen can be generated, and data of the generated support screen can be transmitted to the operator terminal 41, the customer representative terminal 45, the administrator terminal 43, etc., and displayed. . Specifically, when the support program is executed, the support server device 20 has a function of receiving voice data relating to a call between the customer and the operator, and a function of receiving voice data received from the CTI server device 10 between the customer and the operator. Based on the function of instantly converting to text as the call progresses between the customers, the function of arranging the contents of the converted text call in chronological order, and the connection of the line of the call between the customer and the operator function to open a chat room between the operator and the operator's phone answering supporter, and a function to generate support screen data in which the chat room that has been opened and the contents of the calls arranged in chronological order are written together. and a function of transmitting the data of the support screen to the operator terminal 41 and the customer representative terminal 45 are realized. Of course, not only these functions but also various functions for assisting the operator in answering telephone calls to customers are realized.

Existing speech recognition processing can be used for the function of converting speech data into text data. In the present embodiment, the support server device 20 is configured to have the function of converting voice data into text data. may be configured to transmit voice data received from the CTI server device 10 to the voice processing server device and receive text data converted by the voice processing server device. Also, the voice recognition processing function may be distributed between the external server device and the support server device 20 . For example, an external server device can preprocess the voice data, and the support server device 20 can convert the preprocessed data into text data.

FIG. 7 shows an example of the support screen. As shown in FIG. 7 , the support screen 200 includes a customer information display field 210 , a call content display field 290 and a chat room display field 230 .

A customer name is displayed in the customer information display field 210 . The customer name can be specified by the customer ID by referring to the customer information management table.

In the call content display field 290, the call content between the customer and the operator is displayed in text. As for the display format, it is preferable to use a phone call format so that the content of what the customer said can be distinguished from the content of what the operator said. The support server device 20 immediately converts the voice data received from the CTI server device 10 into text data, arranges them in chronological order, and displays them in the call content display column 290 so that the caller can be identified.

In the chat room display field 230, threads to be displayed can be switched by switching between an all threads tab 231 displaying a list of all threads and an unsolved threads tab 233 displaying a list of unsolved threads. As a result, it becomes easy to grasp the content of the consultation of the customer whose response has not been completed. A plurality of chat rooms 241 , 242 , 243 are displayed in the chat room display field 230 . A plurality of chat rooms 241, 242, 243 are arranged from the top in order from the newest one. An invite button 252 for inviting a specific person to the chat room 241 is displayed in the chat room 241 that is responding. Invitation candidates are displayed by clicking the invite button 252 . As invitation candidates, internal and external parties are preferentially displayed at the top, but persons other than internal and external parties may be displayed as candidates. The person in charge of the customer, the administrator, or the like can designate the invitee to be invited to the chat room 241 from the invitees displayed on the support screen 200 .

By displaying people who are highly relevant to the customer's inquiry at the top, it is possible to quickly specify the appropriate invitee even when there is no time to respond to the customer. The support server device 20 identifies the invitee specified by the operation of the person in charge of the customer or the administrator, and transmits an entry request to the account of the specified inviter. Existing communication means such as e-mail and chat can be used as means for transmission.

A password may be set in the entry request based on the operation of the person in charge of the customer or the manager. In this case, the inviter can confirm the room entry request by entering the password provided by the customer representative or administrator. Much of the content posted in the chat room contains confidential content. It is possible to avoid a situation in which a third party participates in a chat room by mistakenly sending an entry request. The support server device 20 transmits the data of the support screen 200 to the information processing terminal of the inviter based on the reception of the room entry acceptance from the information processing terminal operated by the inviter. As a result, the support screen 200 shown in FIG. 7 is also displayed on the information processing terminal of the inviter.

The chat room 241 is provided with an input field 253 and a post button 254 for displaying (posting) the message input in the input field 253 in the message display field 251 of the chat room 241 . In addition, the chat room 241 is provided with a function to prevent specific persons from viewing all or part of messages posted by contributors. Specifically, the chat room 241 is provided with a mask button 255 to prevent outside parties from browsing.

For example, the customer representative can enter a message in the input field 253, select part or all of it, and click the mask button 255 to mask the selected part of the message. Operators, administrators and internal stakeholders can view all messages posted by customer representatives, including masked portions of the message. On the other hand, the outside parties invited to the chat room 241 can view the message posted by the customer representative except the masked message part, but cannot view the masked message part. Even if an external party participates in the chat, by using the mask function as described above and restricting viewing by the external party, it is possible to post confidential information to the chat without allowing the external party to view it. can do.

In this case, only external parties are automatically restricted from browsing, but it is also possible to accept the designation of the person whose browsing is to be restricted so that a specific person participating in the chat can be specified. .

The chat room display field 230 displays a plurality of chat rooms 241, 242, 243 opened for each inquiry from a customer. The plurality of chat rooms 241, 242, and 243 may be integrated depending on the contents of the inquiry from the customer, for example, two chat rooms when responding to the same inquiry. The support server device 20 may have a function of integrating chat rooms.

Of course, from the point of view of security, the information processing terminal of the invitee, such as an external party, may display another support screen in which only the chat room 241 currently being attended to is displayed in the chat room display field 230. . That is, the support server device 20 transmits the data of the support screen including the plurality of chat rooms 241, 242, 243 to the operator terminal 41, the administrator terminal 43, and the customer representative terminal 45, and invites the chat room 241 later. Data of other support screens that do not include the chat rooms 242 and 243 at the time of past response other than the chat room 241 that is currently being responded to are sent to the information processing terminal (internal related party terminal 47, external related party terminal 49) of the invitee. Send. Of course, it is also possible to prevent only external parties from viewing the past chat contents, or to prevent the administrator from viewing the past chat contents.

The support processing by the support server device 20 will be described below with reference to FIGS. 8, 9, and 10. FIG. FIG. 8 shows the processing procedure from when the call center receives a call from the customer until the support screen is displayed on the information processing terminal, and FIG. 9 shows the progress of the call between the customer and the operator. FIG. 10 shows the procedure of update processing of the support screen, and FIG. 10 shows the procedure of update processing of the support screen based on the progress of the chat between the operator and the supporter.

As shown in FIG. 8, support server device 20 receives a telephone number and an operator ID as a response support request from CTI server device 10 (step S01). Triggered by the reception of the response support request from the CTI server device 10, the support processing by the support server device 20 is executed. A support screen 200 is displayed on the operator terminal 41 , the customer representative terminal 45 , and the manager terminal 43 by the support processing. The procedure until the support screen 200 is displayed is as follows.

The support server device 20 refers to the customer information management table, identifies the customer ID from the telephone number received from the CTI server device 10 (step S02), and refers to the related person information management table from the identified customer ID. to identify the person in charge of the customer (step S03). The support server device 20 refers to the operator information management table and identifies the administrator by the operator ID (step S04). The support server device 20 opens a chat room for customer service (step S05), transmits a request to enter the chat room to the customer representative terminal 45 and the administrator terminal 43 (step S06), and displays the support screen 200. Generate (step 07). Triggered by reception of room entry acceptance from the customer representative terminal 45 and the manager terminal 43, the support server device 20 transmits the data of the support screen 200 to the operator terminal 41, the customer representative terminal 45 and the manager terminal 43. (step S08).

By the processing of step S08, the support screen 200 as shown in FIG. Assistance screen 200 updates based on the progress of the call between the customer and the operator. The procedure is as follows.

As shown in FIG. 9, the support server device 20 waits until it receives voice data regarding the content of the call between the customer and the operator from the CTI server device 10 (step S11; No). When the support server device 20 receives the voice data (step S11; Yes), it performs voice recognition processing on the voice data and converts it into text data (step S12). The support server device 20 arranges the converted text data in chronological order and saves it in a text file (step S13). The data of the support screen 200 is updated by step S13. The support server device 20 transmits the updated data of the support screen 200 to the operator terminal 41, the customer representative terminal 45, and the administrator terminal 43 (step S14). The processing from step S11 to step S14 is immediately executed in parallel with the progress of the call between the customer and the operator, and is repeatedly executed until the call is terminated (step S15; No). It is finished (step S15; Yes).

The assistance screen 200 is also updated based on the progress of the chat. The procedure is as follows. Here, it is assumed that an operator, a customer representative and a manager participate in the chat room. Posting to the chat room can be done in parallel with the telephone answering work by the operator, or can be done outside the telephone answering work of the operator.

As shown in FIG. 10, the support server device 20 waits until it receives messages from the operator terminal 41, the customer representative terminal 45, and the administrator terminal 43 (step S21; No). When the support server device 20 receives the message (step S21; Yes), it saves the message in the chat file together with the information identifying the poster and the information about the posting date and time (step S22). The data of the support screen 200 is updated by step S22. The support server device 20 transmits the updated data of the support screen 200 to the operator terminal 41, the customer representative terminal 45, and the administrator terminal 43 (step S23). The processing from step S21 to step S23 is immediately executed in parallel with the progress of the call between the customer and the operator, and is repeatedly executed until the chat room is closed (step S24; No). Triggered by the fact that the process is completed (step S24; Yes).

By the support processing described above, the support screen 200 shown in FIG. 7 can be displayed on the operator terminal 41, the customer representative terminal 45, and the administrator terminal 43. The operator can serve the customer while viewing the support screen 200 . Since a chat room is displayed on the support screen 200, for example, even if there is something the operator does not understand about an inquiry from a customer, the operator can enter what he/she does not understand in the input field and post it in the chat room as a question. , the customer representative, and the manager, the response to the customer can proceed smoothly. In addition, since the content of the call between the customer and the operator is immediately reflected on the support screen 200, there is no message game between the operator and the supporter, and the supporter immediately receives the content of the inquiry from the customer. If the operator finds it difficult to answer, he can post an appropriate answer. In addition, the supporter can check at any time whether the operator is conveying appropriate information to the customer. Even in the unlikely event that the operator tells the customer the wrong content, the support person can point out the error to the operator via chat and teach the operator the correct content.

By providing the support screen 200 including the chat room and the content of the call to the operator and the supporter in this way, the supporter can provide active support, and the operator has time to input a message and time to think about the content of the message. It is possible to concentrate on the call with the customer and improve the quality of service.

The chat room has an invitation function. If customer representatives and administrators cannot answer questions from operators by themselves, they can invite internal or external parties who are likely to be able to answer the questions to the chat room. Appropriate answers to questions from operators can be obtained from internal and external parties. By allowing internal and external parties to participate in the chat, it is possible to leave messages from internal and external parties and reduce the risk of erroneously transmitting messages to operators.

In the chat room, messages from past correspondence remain as a history. Operators and supporters can grasp the details of past responses, so they can respond consistently, and if there is a similar inquiry from a customer in the past, they can respond immediately. can.

Since the content of the call between the customer and the operator remains as a history in the call content display field, even if the supporter cannot check the content of the call in real time, the content of the call made by the operator can be checked retroactively. In addition, it is possible to guide the operator by utilizing the history of the contents of the call. As a result, it is possible to improve the quality of customer service by the operator.

The effects described above do not limit the place where the responders, such as operators, customer representatives, administrators, internal and external parties, respond. Thus, according to the support server device 20 according to the present embodiment, it is possible for all the attendants to work in different places while maintaining the functions of a conventional call center. Moreover, even if the support person cannot directly support the operator because the responders work in different places, the support person can support the operator through the common support screen 200, and the customer's Reduces the deterioration of response quality.

While several embodiments of the invention have been described, these embodiments have been presented by way of example and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, replacements, and modifications can be made without departing from the scope of the invention. These embodiments and their modifications are included in the scope and spirit of the invention, as well as the scope of the invention described in the claims and equivalents thereof.

Reference Signs List 1 Call center system 10 CTI server device 20 Support server device 30 IP telephone 41 Operator terminal 43 Administrator terminal 45 Customer contact person terminal 47 In-house related person terminal 49 Outside Participant terminal, 90... Telephone (customer), 100... Internet.

Claims (8)

In the server device for supporting the operator's telephone response to the customer,
a voice data receiving unit for receiving voice data relating to a call between the customer and the operator;
a conversion unit that instantly converts the received voice data into text as the call progresses between the customer and the operator;
an arranging unit for arranging the contents of the call converted into text in chronological order;
an opening unit that opens a chat room between the operator and a support person who responds to telephone calls of the operator upon connection of a call line between the customer and the operator;
a support screen generation unit that generates data for a support screen in which the opened chat room and the contents of the calls arranged in chronological order are written together;
A server device comprising: a support screen transmission unit that transmits data of the support screen to the terminal of the operator and the terminal of the supporter. a storage unit that associates and stores information identifying a person in charge with a customer's telephone number;
2. The server device according to claim 1, further comprising a specifying unit that specifies a person in charge corresponding to said customer's telephone number as said supporter. a storage unit that associates and stores information that identifies an administrator with information that identifies an operator;
2. The server device according to claim 1, further comprising a specifying unit that specifies, as said supporter, a manager corresponding to an operator who handles calls of said customer. The terminal of the invitee designated by the operator operation via the support screen displayed on the operator's terminal or the supporter operation via the support screen displayed on the supporter's terminal is sent to the chat room. further comprising an entry request transmission unit for transmitting an entry request,
2. The server device according to claim 1, wherein said support screen transmission unit transmits data of said support screen to said inviter's terminal in accordance with reception of permission to enter said chat room from said inviter's terminal. 5. The server device according to claim 4, wherein said room entry request transmission unit sets a password for said room entry request based on said supporter's operation. further comprising a storage unit that stores information identifying a responder who has responded to past inquiries from the customer in association with the information identifying the customer;
In order to support the operation of specifying the invitee by the operator or the supporter, the support screen generation unit generates the chat room that has been opened, the contents of the calls arranged in chronological order, and the list of the correspondents. 5. The server device according to claim 4, which generates support screen data containing: The support screen generation unit generates first support screen data including a newly opened chat room, a previously opened chat room related to the customer, and the content of calls arranged in chronological order; generating data for a second support screen that includes the chat room that has been opened and the contents of the calls that are arranged in chronological order, and that does not include the chat room that has been opened in the past;
5. The support screen transmission unit transmits the data of the first support screen to the terminal of the operator and the terminal of the supporter, and transmits the data of the second support screen to the terminal of the inviter. Server equipment as described. The support screen generation unit selects, among a plurality of messages posted in the chat room, a message through an operator operation via the support screen displayed on the terminal of the operator or via the support screen displayed on the terminal of the supporter. generating data for a third support screen in which a part or all of the message specified by the supporter operation is processed so that the invitee specified by the operator operation or the supporter operation cannot view,
5. The support screen transmission unit according to claim 4, wherein the support screen data is transmitted to the terminal of the operator and the terminal of the supporter, and the data of the third support screen is transmitted to the terminal of the inviter. Server equipment.

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