JP3760420B2 - Voice response service equipment - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a voice response service apparatus. In particular, the present invention relates to a voice response service apparatus that quickly reproduces history information and changes the sound quality in accordance with attributes such as the gender and age classification of a telephone service user and the operation environment of the other party.
[0002]
[Prior art]
A telephone service is known as a voice response service device that automatically responds by a computer.
[0003]
In this telephone service, sound is played according to a preset sound quality (speed, volume, sex, or background music BGM). This type of voice response service device sets, for example, a standard sound quality suitable for a specific age group when a telephone service is provided.
[0004]
Such a voice service device is described in, for example, Japanese Patent Application Laid-Open No. 59-181767 or Japanese Patent Application Laid-Open No. 3-160868. The voice response service device described in these publications provides services such as deposit balance inquiry by using a voice recognition device in the voice service device.
[0005]
The device disclosed in Japanese Patent Application Laid-Open No. 61-235940 corrects the output level so that the audio output level at the telephone is always a constant value. Thereby, the user can listen to audio | voice information easily.
[0006]
However, in the apparatus disclosed in Japanese Patent Application Laid-Open No. 61-235940, it is necessary to specify the volume and sex from the user side in order to correct the output level. In other words, since correction is performed manually, the work is difficult.
[0007]
In addition, the remaining gazette apparatuses do not provide services due to sound quality tailored to the user. In this type of voice response service device, it is necessary to make fine adjustments so that the other party can easily understand by increasing the voice according to the other party who is talking or speaking slowly. For this reason, there has been a demand for a voice response service device that automatically changes the sound quality depending on the age and sex of the user.
[0008]
Further, the voice response service device can carry out mail order sales of products by using a telephone service. This voice response service apparatus normally collects user information and product input information from the user as history information.
[0009]
In the voice response service device, when there is an inquiry from the user due to an order trouble such as a product ordered by the user, a quantity, an amount, etc., an operation of checking the user's operation by tracking past history information is performed. It was necessary.
[0010]
Further, the voice response service device manually reproduces the user's operation based on the history information when a failure or the like occurs.
[0011]
[Problems to be solved by the invention]
However, in the voice response service device described above, for example, when an order trouble occurs, the history information has to be reproduced manually. This not only took a lot of time, but also increased labor costs. In addition, it was necessary to automatically track the erroneous operation location.
[0012]
Furthermore, in this type of voice response service device, the cause of the ordering trouble and the test for smoothly performing the voice response service have been manually performed, so that it took a considerable amount of test man-hours during development and maintenance.
[0013]
Accordingly, an object of the present invention is to provide a highly comfortable service by changing sound quality in accordance with attributes such as sex and age classification of a telephone service user and the operation environment of the other party.
[0014]
Further, the present invention is to reproduce a past service from history information and easily confirm the contents of the service.
Furthermore, an object of the present invention is to reduce test man-hours and labor costs during development and maintenance.
[0015]
[Means for Solving the Problems]
The voice response service apparatus according to the present invention employs the following means in order to solve the above-described problems.
[0016]
  The present invention relates to a voice response service apparatus that processes a voice response service according to a push button signal input from a user based on a voice response service processing procedure, and the voice response service processing procedure for each user. Log information storage means for storing, in time series, log information of the voice response service including push button signal information input from the user according to the information, and specified from the log information stored in the log information storage means Log information extracting means for extracting log information based on the push button signal information, and voice response service according to the push button signal information of the log information extracted by the log information extracting means based on the processing procedure of the voice response service And a voice response service reproducing means for reproducing the voice response service device.
[0017]
  In the present invention, the log information stored in the log information storage means includes at least one time information of a telephone line connection time or a telephone line disconnection time, and the log information extraction means includes the log information storage means. The reproduction start position is determined based on the time information stored in the means.
[0018]
  In the present invention, the log information storage means further comprises voice synthesis processing means for storing the push button signal information as character information and synthesizing the character information of the push button signal into speech, and the voice response service The reproduction means reproduces the voice response service including the voice synthesized by the voice synthesis processing means on the push button signal information of the log information extracted by the log information extraction means.
  In the present invention, the push button signal information of the log information stored in the log information storage means includes the user number of the user input from the user according to the processing procedure of the voice response service, The log information extraction unit extracts log information to be reproduced by specifying the log information including the corresponding user number from the log information stored in the log information storage unit.
[0019]
  Speech synthesis processingmeansIs, for example, a speech rule synthesis method that synthesizes speech from a character string.
Perform synthesis. In addition to this, there are a waveform encoding method for encoding a speech waveform using the characteristics of a speech signal, an analysis synthesis method for encoding a speech signal according to a speech generation model, and the like.
[0023]
  BookIn the present invention, the device controls a telephone line and transmits a push button signal and line connection notification information from a user.Voice response service playback meansYou may include a line controller that outputs toYes.
[0024]
  BookIn the invention, the push button signal and the line connection notification information from the line control unitVoice response service playback meansWhen outputting toVoice response service playback meansIs connected to the line control unit and the log information is extracted.meansWhen playing back log information extracted byVoice response service playback meansThe log information extractionmeansThe device may be provided with a switching unit connected toYes.
[0025]
  BookIn the invention,Voice response service playback meansYou may have a narration information sending part that sends narration information toYes. BookIn the invention,Voice response service playback meansExecutes a service according to the narration information from the narration information sending unit, and
Provide users with services according to the value of the buttonThe
[0026]
  BookIn the invention,Voice response service playback meansWhen the voice response service is executed, the narration information from the narration information sending unit is stored as log information in the log information storage.meansA log information writer for writing toYes.
[0027]
  BookIn the invention,Voice response service playback meansWhen the voice response service is executed, a narration information from the narration information sending unit may be converted into character information, and a text file unit may be provided to write the converted character information as file format text.Yes.
[0028]
  BookIn the invention, the speech synthesis processmeansMay convert the character information written in the text file part into voice information.Yes. BookIn the invention, the speech synthesis processmeansMay convert the narration information from the narration information sending unit into voice information. The speech synthesis processmeansIt may also contain a stored sound file part that stores the sound information converted byYes.
[0029]
  BookIn the invention, the log information storagemeansIncludes a log information writing unit for writing log information. SaidVoice response service playback meansIs stored in the log information by the log information writing unit.meansYou can play back the log information written inYes.
[0030]
  BookIn the invention, the speech synthesis processmeansIs connected to the pseudowire controller that controls the pseudowire.
The converted voice information may be sent to a speaker through the pseudo-wire control unit.Yes.
[0034]
  In addition, you may combine suitably each invention demonstrated above. According to the present invention, log information storagemeansStores a plurality of processing contents performed in an interactive manner with a user by voice response as log information indicating a record of temporal transition and identification information for identifying each of the plurality of processing contents As part of the content of. Voice response service playback meansIs, KnowledgeThe interactive processing content of the log information corresponding to the other information is read from the log information storage unit, and the read processing content is reproduced as voice.
[0035]
Thereby, the past service can be automatically reproduced from the log information, and the contents of the service can be easily confirmed.
Further, the processing content can be specified by the time information of connection / disconnection of the telephone line included in the log information.
[0036]
  In addition, push button signals received from users via telephone lines are stored as log information as log information.meansIs remembered. Therefore, log information can be reproduced by the stored push button signal.
[0037]
  Also, speech synthesis processingmeansIs the log information storagemeansSynthesize speech to be responded from character information stored in.
[0039]
  Also, log information extractionmeansThe log information storagemeansFrom the log information stored inBased on specific push button signal informationWhen log information is extracted,Voice response service playback meansIs the log information extractionmeansLog information extracted byPlay voice response service according to push button signal information. The speech synthesis processmeansSaidVoice response service playback meansVoice is synthesized from the log information sent from. Thereby, specific processing content can be reproduced from the log information.
[0040]
  The line control unit controls the telephone line and sends a push button signal and line connection notification information from the user.Voice response service playback meansOutput to. Dialogue between the user and the voice response service apparatus is smoothly performed.
[0041]
  The switching unit isVoice response service playback meansIs connected to the line control unit, so that a normal service is provided. The switching unit isVoice response service playback meansThe log information extractionmeansIt is possible to replay past services from log information.
[0042]
  Also,Voice response service playback meansCan execute the service according to the narration information from the narration information sending unit. Also, the aboveVoice response service playback meansExecutes a service according to the narration information from the narration information transmission unit, and provides the user with a service according to the value of the push button signal. Thereby, since the dialogue between the user and the voice response service device can be performed according to the narration information, the burden on the user can be reduced.
[0043]
  Also, the aboveVoice response service playback meansWhen executing the voice response service, the log information writing unit stores the narration information from the narration information sending unit as the log information.meansWrite to. For example, if there is an error in order information, log information is stored in log information.meansIt is possible to track the erroneous operation location by reading from.
[0044]
In addition, since the text file portion converts the narration information from the narration information sending portion into character information and writes it as file format text, the character information can be synthesized with the speech information by, for example, speech rule synthesis.
[0045]
  Also, speech synthesis processingmeansCan convert the narration information from the narration information sending section into voice information, and the stored sound file section can write the converted voice information.
[0046]
  Also,Voice response service playback meansLog information is stored by the log information writermeansThe log information written in is played back. As a result, it is possible to reduce the test time of the reproduction test performed when a failure occurs.
[0047]
  Also, speech synthesis processingmeansSends audio information to the speaker via the pseudo-wire control unit. As a result, an error in log information is recognized by voice by the user by the output of the speaker.
[0052]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments of a voice response service device according to the present invention will be described below in detail with reference to the drawings.
<Embodiment 1>
FIG. 1 is a block diagram showing Embodiment 1 of a voice response service system including a voice response service device of the present invention.
[0053]
The system according to the first embodiment automatically reproduces the dialog processing between the user and the computer from the history information storage unit and applies it to overtime work such as product ordering work, reservation work, data request work and bank transfer work. To reduce labor costs.
[0054]
In FIG. 1, the voice response service system includes a computer C operating as a voice response service device and a telephone side U connected to the computer C and used by a user. The voice response service system is used for telephone service business.
[0055]
For example, the voice response service system performs a variety of tasks by outputting a push button signal to the computer C from the telephone side U such as a home or office and performing interactive processing between the computer C and the telephone side U. .
[0056]
The computer C includes a voice response service unit 10 surrounded by a dotted line, a history information extraction unit 12, a pseudo line control unit 19, and a speaker 33.
The voice response service unit 10 operates when performing a telephone service during normal times. The voice response service unit 10 includes a narration story output unit 15, a history information storage unit 11, a switching unit 20, a line control unit 14, a service execution unit 17, and a voice synthesis processing unit 18.
[0057]
FIG. 5 is a diagram describing service contents. Here, the service content is, for example, a product ordering operation. This service content is called a narration story. The narration story output unit 15 outputs a narration story.
[0058]
FIG. 2 is a diagram showing history information stored in the history information storage unit 11. An example of the history information recorded in FIG. 2 when the voice response service is performed according to the narration story of FIG. 5 is shown. The history information storage unit 11 records service contents with time.
[0059]
That is, the history information storage unit 11 changes the service contents over time from the start of the service to the end of the service provided from the connection of the telephone line applied to the product order receiving system to the disconnection of the telephone line by the user at time A. Log information (history information) is stored. The history information storage unit 11 records time information such as a telephone line connection time, a disconnection time, a time when a computer starts reading narration, and a time when a user inputs a push button.
[0060]
3 and 4 are diagrams showing an operation sequence between the user side (U) and the computer side (C). FIG. 3 is a diagram showing a sequence in which a service is executed according to the narration story of FIG. FIG. 4 is a diagram illustrating an example in which a failure occurs during service execution.
[0061]
The history information extraction unit 12 is connected to the history information storage unit 11 and operates when a service is reproduced. The history information extraction unit 12 extracts touch phone data input by the user from the history information stored in the history information storage unit 11.
A switching unit 20 is connected to the history information extraction unit 12.
[0062]
The switching unit 20 is composed of contacts. When the line control unit 14 is connected to the service execution unit 17, that is, when a normal service is provided, a push button signal input by the user is transmitted from the telephone 30 to the service execution unit. 17 is read.
[0063]
When the history information extraction unit 12 is connected to the service execution unit 17, that is, when a past service is reproduced, the switching unit 20 transfers the touch-phone data input by the user from the history information storage unit 11 to the history information extraction unit 12. To the service execution unit 17. The service execution unit 17 executes the past service from the history information extraction unit 12. The voice synthesis processing unit 18 reproduces the service performed in the past from the service execution unit 17 by voice.
[0064]
The speech synthesis processing unit 18 synthesizes speech from a character string representing pronunciation by, for example, a rule synthesis method for synthesizing speech from a character string in the speech synthesis method shown in FIG. As shown in FIG. 6, the voice synthesis method used in the voice response service system includes a waveform coding method, an analysis synthesis method, a rule synthesis method, and the like.
[0065]
The rule composition method is illustrated in FIG. 7 and FIG. The rule synthesizing method is a method of converting a kana-kanji mixed character string into speech by analyzing a sentence and synthesizing a signal waveform composed of the analyzed character string. Since this rule composition method requires less information than other methods, the number of output words can be infinite, and this method is suitable for a voice response service system.
[0066]
The waveform encoding method is a method of synthesizing words by recording in advance the words to be read out and connecting the words together. The analysis and synthesis method is a speech synthesis method that encodes a speech signal based on a speech generation model, and speech can be synthesized by these methods.
[0067]
In the telephone service, in addition to the sound generation by the voice synthesis method, the sound by playing the accumulated sound is also used. The stored voice generally has better quality than the regular synthesized voice, but the operability is deteriorated because the recording operation is required to change the contents. This stored voice is good for reading out invariant content.
[0068]
On the other hand, the rule-synthesized sound is suitable for reproducing irregular type sounds such as temporary sentences, irregular type sentences, and partially variable documents.
FIG. 7 is a diagram illustrating a specific configuration example of a speech synthesis processing unit employing a speech synthesis method. In FIG. 7, the speech synthesis processing unit 18 includes a language processing unit 31 and an acoustic processing unit 32. The language processing unit 31 includes a sentence analysis unit 34, a word dictionary 35, and a reading / prosodic symbol assignment unit 36.
[0069]
The sentence analysis unit 34 divides the inputted sentence into analysis units, performs word division by collating the divided sentence with words stored in the word dictionary 35, and sets reading, accent type, and grammar information for each word. To do. The reading / prosodic symbol giving unit 36 adds readings and prosodic symbols based on the information obtained from the sentence analyzing unit 34. The prosodic symbols are, for example, poses, phrase accents, intonations, and the like.
[0070]
In this language processing unit 31, when the reading / prosodic symbol giving unit 36 gives readings and prosodic symbols, the acoustic processing unit 32 adds inflection and outputs sound by waveform synthesis or the like. The acoustic processing unit 32 includes an inflection generation unit 37, a waveform synthesis unit 38, and a phoneme piece unit 39 that is a phoneme database. The intonation generating unit 37 generates an inflection pattern representing the time length for each phoneme and the pitch of the voice based on the reading and prosodic symbols. The waveform synthesizing unit 38 reads the phoneme piece data stored in the phoneme piece unit 39, and synthesizes the speech waveform by smoothly connecting the phoneme piece data according to the phoneme time length and the inflection pattern.
[0071]
The sound processing unit 32 outputs the sound whose waveform is synthesized from the waveform synthesis unit 38 to the speaker 33, and the speaker 33 outputs, for example, “Colewa, Onsego Sades”.
[0072]
FIG. 8 is a diagram showing a specific example in which speech synthesis is performed by the speech synthesis method shown in FIG. For example, speech synthesis will be described by taking the sentence “This is speech synthesis” shown in FIG. 8 as an example. First, the sentence analysis unit 34 inputs the sentence and performs word division. The sentence analysis unit 34 divides the sentence into words such as “this / ha /, voice / synthesis / de /”.
[0073]
Next, the sentence analysis unit 34 sets a phrase. The sentence analysis unit 34 sets a phrase such as “This is speech synthesis.”
The reading / prosodic symbol assigning unit 36 assigns a reading based on the result of the sentence analyzing unit 34 and assigns a prosodic code representing a pose, a phrase accent, and intonation. The reading is "Kore / Wa /, Oh^,Nsey / Gosei / Death /. " The prosodic code is "Kolewa, Onsego^,-Sedes. "
[0074]
Next, in the acoustic processing unit 32, the intonation generating unit 37 generates an inflection pattern indicating the pitch of the sound, and the waveform synthesis unit 38 reads out the phoneme piece data from the phoneme piece unit 39, according to the phoneme time length information and the intonation pattern information. A speech waveform is synthesized by connecting phoneme data.
[0075]
Audio data is output from the acoustic processing unit 32 by performing the above processing. (Description of normal service operation)
Next, the operation | movement at the time of the normal service of Embodiment 1 of the voice response service system comprised in this way is demonstrated.
[0076]
First, the switching unit 20 connects the line control unit 14 to the service execution unit 17. When the narration story output unit 15 outputs the narration story to the narrative story analysis unit 16, the narration story analysis unit 16 analyzes the narration story.
[0077]
In accordance with the analyzed narration story, the service execution unit 17 instructs the voice synthesis processing unit 18 to output the voice, instructs the history information writing unit 27, instructs the line control unit 14 to read the push button, and reads the result. Processing branching, an instruction to access the database access unit 22, and the like are performed. The push button signal input by the user is read from the telephone 30 to the service execution unit 17.
[0078]
For audio output, the service is executed using the accumulated sound file 26, the text file 25, etc. according to the narration story.
The database 23 includes a user database in which information about users is written, a product database in which product information is written, or an order database in which order information is written.
[0079]
The database access unit 22 performs write / read processing of the database 23. The text file 25 stores text information in advance, and the stored voice file 26 stores stored voice information. The history information writing unit 27 writes the service content instructed by the service execution unit 17 in the history information storage unit 11. The speech synthesis processing unit 18 synthesizes speech by the speech synthesis method already described in FIGS.
[0080]
Note that the voice data output from the voice synthesis processing unit 18 by the switching unit 50 can also be output to the telephone 30 via the line control unit 14. At this time, the contents of the voice response service can be modeled without connecting to the telephone line, and those models can be analyzed.
[0081]
The voice data from the voice synthesis processing unit 18 can also control the pseudo-wire control unit 19 to cause the speaker 33 to ring. The operator can listen to the service content as voice data.
<Narration story output section>
Next, the narration story output unit 15 will be described in detail according to the procedures from procedure number 1 to procedure number 23 shown in FIG.
[0082]
In the narration story output unit 15, the content of the narration is determined according to the procedure from procedure number 1 to procedure number 23.
That is, in procedure number 1, since the stored voice file “open.pcm” is specified in the service outline, “open.pcm” is read from the stored sound file 26 in FIG. 1 and “open.pcm” is the voice response. Read from service unit 10.
[0083]
In the procedure number 2, the voice response service unit 10 reads out the input narration of the user number of the narration story output unit 15, for example, “Please enter the user number”.
[0084]
In procedure number 3, when the user number is input from the push button of the telephone 30 on the user side, the contents of the push button are read and the user number is input to the voice response service unit 10.
[0085]
In procedure number 4, the voice response service unit 10 accesses the user database of the database 23 when there is a user inquiry.
In procedure number 5, the result of querying database 23 in procedure number 4 is used as a narration “XX number, are you like?”, Which is the confirmation of the user number and user number of narration story output unit 15. , Read from the voice response service unit 10.
[0086]
In procedure number 6, the voice response service unit 10 branches the process based on the confirmation result from the user. In this procedure number 6, for example, when the user selects “1” with the push button of the telephone 30, the process proceeds to the process of the procedure number 7. For example, when the user selects “9” with the push button of the telephone 30, the process of the procedure number 2 is executed again.
[0087]
In the procedure number 7, the voice response service unit 10 reads out the narration “Please input the product number”, which is a narration input guidance narration of the narration story output unit 15.
[0088]
In procedure number 8, for example, when a product number is input to the voice response service unit 10 by a push button, the voice response service unit 10 reads the product number.
In procedure number 9, the voice response service unit 10 accesses the product database in the database 23 when there is a product inquiry.
[0089]
In the procedure number 10, the result of querying the database in the procedure number 9 is used as a voice response service unit 10 as a narration “XX number, OO-sama?” Which is a product number confirmation narration of the narration story output unit 15. Read more.
[0090]
In procedure number 11, the voice response service unit 10 branches the process based on the confirmation result from the user.
In this procedure number 11, for example, when the user selects “1” with the push button of the telephone 30, the process proceeds to the process of the procedure number 12.
[0091]
For example, when the user selects “9” with the push button of the telephone 30, the process of the procedure number 7 is executed again.
In the procedure number 12, the voice response service unit 10 reads out the narration “Please input the number”, which is the number input narration of the narration story output unit 15.
[0092]
In procedure number 13, for example, when the number is input to the voice response service unit 10 by a push button, the voice response service unit 10 reads the number.
In the procedure number 14, the voice response service unit 10 reads out the narration “Are you sure?”, Which is an input completion confirmation narration, in the narration story output unit 15.
[0093]
In procedure number 15, the voice response service unit 10 branches the process based on the confirmation result from the user.
In this procedure number 15, for example, when the user selects “1” with the push button of the telephone 30, the process proceeds to the process of procedure number 16.
[0094]
For example, when the user selects “9” with the push button of the telephone 30, the process of the procedure number 7 is executed again.
In the procedure number 16, the voice response service unit 10 reads “Are you sure?” Which is the input confirmation narration of the narration story output unit 15.
[0095]
In procedure number 17, the voice response service unit 10 branches the process based on the confirmation result from the user.
For example, when the user selects “1” with the push button of the telephone 30, the process proceeds to the process of the procedure number 18.
[0096]
Further, for example, when the user selects “9” with the push button of the telephone 30, the process of the procedure number 7 is performed.
In the procedure number 18, since the text file “order.txt” is designated as the order contents repeated narration in the narration story output unit 15, the voice response service unit 10 reads out the narration read from the text file 25.
[0097]
In the procedure number 19, the voice response service unit 10 reads out the narration “Are you sure?” Which is the order confirmation narration of the narration story output unit 15.
[0098]
At this time, in the procedure number 20, the voice response service unit 10 branches the process based on the confirmation result from the user.
In this procedure number 20, for example, when the user selects “1” with the push button of the telephone 30, the procedure of the procedure number 21 is performed.
[0099]
Further, for example, when the user selects “9” with the push button of the telephone 30, the process of the procedure number 23 is executed.
In the procedure number 21, the voice response service unit 10 reads out the narration “Order number is OO?” Which is the order number narration of the narration story output unit 15.
[0100]
In procedure number 22, order processing is performed. The contents of the received order are written into the order database in the database 23.
In procedure number 23, “close.pcm”, which is the stored voice, is designated as the service end narration of the narration story output unit 15, and is read from the stored sound file 26 and read out by the voice response service unit 10.
[0101]
According to the voice response service device of FIG. 5 described above, the processing between the telephone 30 on the user side U and the voice response service unit 10 of the computer C can be reliably performed in an interactive manner.
(Description of sequence in FIG. 3)
The processing of FIG. 3 will be described using the narrative story output unit 15 of FIG. 1 described above.
[0102]
For example, on the user U side, when the user number “651123” is input as the input 103 by the push button of the telephone 30, the user number “651123” is transmitted to the computer C side.
The transmission information having the user number “651123” transmitted to the computer C side is confirmed by the line control unit 14 on the computer C side, and then the narration story output unit 15 outputs the narration story 104. Then, a user number / user name confirmation guide 104 is transmitted to the telephone 30 on the user U side.
[0103]
On the other hand, on the computer C side, as shown in FIG. 3, after the line controller 14 confirms the confirmation ok of the user number / user name sent from the user U side, the computer C side sends the user U side information. A narration story 106 is output from the narration story output unit 15 in order to output a product number input guidance instruction to the telephone 30.
[0104]
The narration story output unit 15 outputs the narration story to the narration story analysis unit 16, and the narration story analysis unit 16 analyzes the narration story.
[0105]
The service execution unit 17 executes the service using the database 23 or the files 25 and 26 according to the narration story analyzed by the narration story analysis unit 16.
(Process when ordering)
Further, the telephone 30 on the user U side inputs the product number “321” from the push button of the telephone 30 according to the product number input instruction guidance 106 sent from the narration story output unit 15 on the computer C side. To do. This product number “321” is code information representing a specific product.
[0106]
When the user U inputs the product number “321” from the telephone 30 as the input 107 to the computer C side, the line control unit 14 on the computer C side confirms the product number “321”. 321 "is confirmed to be in the product database of the database 23. Then, a confirmation instruction guide for the product number “321” is transmitted as transmission 108 from the computer C side to the telephone 30 on the user U side.
[0107]
When the telephone 30 on the user U side receives the confirmation instruction guidance for the product number “321” from the computer C side, it indicates that the product ordered by himself / herself is not different from the product represented by the product number “321”. Confirmation information “1” is input from a push button of the telephone 30.
[0108]
Next, a product quantity input guide 110 is transmitted from the computer C side to the telephone 30 on the user U side.
The telephone 30 on the user U side receiving the quantity input guide 110 inputs the number of products to be ordered, for example, “3” as an input 111 from the push button of the telephone 30.
[0109]
When the number information of products to be ordered is transmitted from the user U side to the computer C side, the computer C side confirms that there is a stock of products in the product database of the database 23, and the number confirmation information 112 of the products. Is transmitted from the computer C side to the telephone 30 on the user U side.
[0110]
At this time, the telephone set 30 on the user U side inputs the number-confirmed information “1” as an input 114 from the push button of the telephone set 30.
When the input completion confirmation guide 114 is transmitted from the computer C side to the telephone 30 on the user U side, an intention to complete the input, for example, “1”, an end instruction is input as an input 115 from the push button of the telephone 30, and the end An instruction is transmitted from the user U side to the computer C side.
[0111]
When the above response instruction is performed between the telephones 30 on the computer C side and the user U side, the order content confirmation guide 116 and the order confirmation guide 117 of the narration story output unit 15 are displayed on the computer C in order to confirm the intention of ordering. Is transmitted from the side to the telephone 30 on the user U side.
[0112]
In response to these guidance, on the telephone 30 on the user U side, the user inputs the ordering process “1” as an input 118 from the push button of the telephone 30.
When the computer C confirms that the order processing information “1” is transmitted from the telephone 30 on the user U side to the computer C side, the order number guide 119 and the service end guide 120 are sent from the computer C side to the user U side. Sent. Then, the computer C side is disconnected as a disconnection 121 from the telephone line of the telephone 30 on the user U side.
[0113]
As described above, in the first embodiment, the log information shown in FIG. 2 is shown in FIG. 1 by the history information writing unit 27 when, for example, a product ordering operation is performed in the interactive form between the user U side and the computer C side. The history information storage unit 11 can write to a specific writing area. Further, the history information extracting unit 12 reads the written log information as appropriate. Thereby, when there is an error in the ordering information, the ordering work can be performed smoothly.
(Troubleshooting on the computer side)
Next, processing when trouble occurs on the computer C side will be described. The sequence diagram of FIG. 4 is a diagram showing processing at the time of ordering trouble. The detailed description of the processes from the service outline description 101 to the user confirmation instruction 105 in FIG. 3 is omitted.
[0114]
4 will be described with reference to the reference numerals in FIGS. In the first embodiment, after the user inputs “1” of confirmation OK 105 from the push button of the telephone 30, a failure occurs in the software on the computer C side, the database 23, the text file 25, the stored voice file 26, and the like. To do.
[0115]
In this case, when the computer C transmits a failure occurrence signal to the user's telephone 30 in order to notify the user that the failure occurrence 130 is on the computer C side, the telephone line is disconnected as a disconnection 121.
[0116]
As described above, when a failure occurs during the service, a reproduction test or a confirmation test after correcting the failure is performed. In this case, the history information stored in the history information storage unit 11 in FIG. 1 is reproduced. This allows the user to recognize that there is a failure cause on the computer C side. Also, since testing can be performed automatically, the test time is shortened.
(Reproduction of voice response service)
Next, reproduction of the voice response service will be described. As described above, when a normal service is provided, a signal input from the push button of the telephone 30 by the user U is recognized by the line control unit 14, and the push button signal is read into the service execution unit 17.
[0117]
On the other hand, when the voice response service is reproduced, the service execution unit 17 is connected to the history information extraction unit 12 by the switching unit 20. The history information extraction unit 12 extracts (identifies) services that the user has used in the past from the history information storage unit 11, and uses the numerical value input from the push button recorded in the history information storage unit 11 as the read value of the push button. To the service execution unit 17.
[0118]
The voice synthesis processing unit 18 reproduces the history information extracted by the history information extraction unit 12 via the service execution unit 17, that is, the past voice response service. As described above, in the first embodiment, the voice response service can be reproduced by executing the voice response service in a pseudo manner.
[0119]
The operation at this time will be described with reference to FIG. 1, FIG. 2, and FIG. As an example, the content of the service of the user number 651123 that used the service on September 6, 1994 is reproduced.
[0120]
At this time, the voice reproduced by the voice synthesis processing unit 18 is sent to the telephone 30 of the user U by the line control unit 14. Users can listen to the contents of past services.
[0121]
The history information extraction unit 12 specifies the history information of the user who wants to reproduce from the history information of FIG. 2 stored by the history information storage unit 11. The method for specifying history information will be described in detail in the column (operation for specifying user history) with reference to FIG. Here, for example, history information A is specified from the history information shown in FIG.
[0122]
The switching unit 20 connects the history information extraction unit 12 to the service execution unit 17 and starts the history information extraction unit 12 to start reproduction according to the service story of FIG.
[0123]
Since the operation of the narration story output unit 15 has been described in detail in <Narration Story Output Unit> above, description thereof is omitted here.
In the procedure number 1 and the procedure number 2 in FIG. 5, the voice response service unit 10 reads out the outline of the service and the input of the user number as usual.
[0124]
When the user number of procedure number 3 is input, the service execution unit 17 instructs the history information extraction unit 12 to read a push button. The history information extraction unit 12 reads the user number “651123” 103 of the history information shown in FIG. 2, and the voice synthesis processing unit 18 synthesizes “Rokugoichiichisan” to obtain voice data. The voice data is sent to the telephone U of the user U by the line control unit 14 and the user number is transmitted to the user.
[0125]
Procedure number 5 is the normal operation. In procedure number 6, since the process branches based on the result from the user, the service execution unit 17 instructs the history information extraction unit 12 to read a push button. The history information extraction unit 12 reads the user confirmation “1” 105, and the speech synthesis processing unit 18 synthesizes “1” to obtain speech data. The voice data is sent to the telephone 30 of the user U by the line control unit 14, the confirmation result is transmitted to the user, and the process branches to the procedure number 7.
[0126]
Although description of the subsequent processing is omitted, by performing the service up to the line disconnection 121, the past service can be reproduced.
When the voice synthesis processing unit 18 is connected to the pseudo-line control unit 19 by the switching unit 50, the voice data from the voice synthesis processing unit 18 may be output to the speaker 33 via the pseudo-line control unit 19. Good.
[0127]
Further, in this example, the speech synthesis processing unit 18 converts the push button number into speech and transmits the number to the user. For example, it is possible to prevent the number from being transmitted to the user by not sending the push button number to the speech synthesis processing unit 18 as necessary.
(Operation to specify user history)
Next, the operation for specifying the user history will be described in detail. FIG. 9 is a flowchart showing a process for specifying a record the user wants to reproduce from the history file. The operation for specifying the user history is performed by the history information extraction process of the history information extraction unit 12.
[0128]
First, a history file of the use date in the history information storage unit 11 is opened (ST40). Here, the history file in FIG. 2 will be described as an example. The following processing is performed until the end of the history file.
[0129]
First, one line is read from the history file (ST42). For example, if “line disconnection” is recorded in the line read in ST42, there is a possibility of the playback start position. For this reason, line number 1 is recorded in the history information storage unit 11 (ST43, ST44).
[0130]
If “line disconnection” is recorded in the line read in ST42 (ST45), and a user history is found (ST46), line number 1 is determined as the reproduction start position (ST47).
[0131]
When “user number input narration” is recorded in the line read in ST42 (ST48), the push button input numerical value from the next line is set as the user number (ST49).
[0132]
Here, when the user number to be reproduced matches the user number of ST49 (ST50), it is determined that the corresponding user history has been found (ST51).
After performing the above processing until the end of the history file, close the history file of the usage date. Thereby, the user history can be specified.
[0133]
As described above, in the first embodiment, the log information shown in FIG. 2 is stored in a specific writing area of the history information storage unit 11 when, for example, a product ordering operation is performed in an interactive manner between the user U side and the computer C side. Can write. By reading the written log information as appropriate, the ordering operation can be performed smoothly when there is an error in the ordering information.
[0134]
In addition, when a user pushes a push button, the user pushes the push button when the user pushes the push button. It is possible to track erroneous operation parts caused by mistakes.
[0135]
For example, the history information storage unit 11 can write time-series information such as telephone line connection / disconnection time, user's user information start time, and user's input from a push button. . For this reason, when there is an input error of the user, the user can easily recognize the erroneous operation location by reproducing the information.
[0136]
Furthermore, test man-hours can be reduced by performing automatic tasting. <Embodiment 2>
FIG. 10 is a block diagram showing Embodiment 2 of the voice response service system including the voice response service device of the present invention. When a service is provided by a human, the voice is louder or spoken slowly according to the other person's situation. That is, the volume is adjusted so that the other party can easily understand.
[0137]
In the second embodiment, the computer automatically changes the sound quality according to information such as the other party's age, gender, and the state of pronunciation such as ease of hearing, and dynamically implements the service with sound quality adapted to the user. .
[0138]
Here, only the configuration different from the configuration shown in FIG. 1 of the first embodiment in the configuration shown in FIG. 10 will be described. The other components are denoted by the same reference numerals, and detailed description thereof is omitted here.
[0139]
In FIG. 10, an attribute table 40 and a state rule table 41 are connected to the service execution unit 17. These tables are provided in a database (not shown). The attribute table 40 sets a volume level according to the sex of the user and the age category of the user. The state rule data database 41 sets the volume or the speaking speed according to the state of the user's input operation.
[0140]
FIG. 11 is a block diagram showing the main part of the second embodiment shown in FIG. In FIG. 11, the attribute table 40 is composed of a gender rule table 40a storing male sounds or female sounds depending on the user's gender, and a volume table 40b whose volume level changes depending on the age of the user.
[0141]
In the gender rule table 40a, when the user is a male, a female sound synthesized by voice is selected in order to produce a soft voice. When the user is a woman, a male sound that is synthesized by voice is selected to produce a voice.
[0142]
In the volume table 40b, volume levels suitable for the user's age classification can be roughly set.
For example, the volume level is set to 4 when the user's age is 0 to 59, and the volume level is set to 5 when the user's age is 60 to 69. The volume level is set to 6 when the user's age is 70 to 79, and the volume level is set to 7 when the user's age is 80 to 89.
[0143]
That is, for example, the volume level is increased in order from volume level 1, and the volume is set to be larger as the numerical value is larger. Rough volume is set according to the user's gender, age group, etc.
[0144]
The sex rule table 40a and the volume table 40b set the volume level suitable for the general user. The state rule table 41 adjusts the volume or voice speed according to the user.
[0145]
The sex rule table 40a, the volume table 40b, and the state rule table 41 are connected to the service execution unit 17d. The service execution unit 17d is connected to the voice attribute setting event generation unit 42 and the voice synthesis processing unit 18.
[0146]
For example, when an instruction indicating that the volume is low and the speed is low is transmitted from the push button to the voice attribute setting event generation unit 42, the voice attribute setting event generation unit 42 sets the voice attribute of the user. Generate an event.
[0147]
The service execution unit 17d includes a rule check processing unit 17a that checks rules in the attribute table 40, a voice attribute setting unit 17b that sets voice attributes according to the processing output of the rule check processing unit 17a, and a voice attribute setting unit 17b. The narration sentence output part 17c which outputs the narration sentence from the narration story output part 15 according to an audio | voice attribute output is comprised.
[0148]
The state rule table 41 can be set to increase the volume by one level and decrease the voice speed by one level.
The speech synthesis processing unit 18 performs speech synthesis processing from the output of the speech attribute setting unit 17b and the output of the narration sentence output unit 17c.
(Operation of Embodiment 2)
Next, the operation of the second embodiment will be described. For example, when the user attribute is present in the database, the user attribute is obtained from the user number or when an arbitrary user inputs his / her attribute from the push button of the telephone 30, the voice attribute setting event generating unit 15 Generates a voice attribute setting event.
[0149]
The rule check processing unit 17a refers to the gender rule table 40a and the volume table 40b by the output from the audio attribute setting event generation unit 15, and outputs the referenced table information to the audio attribute setting unit 17b. The voice attribute setting unit 17b sets a user's voice attribute.
[0150]
For example, when a man, 61, uses this voice response service, the gender rule table 40a and the volume table 40b are referred to, so that the female gender is set and the volume level is set to 5 in order to soften the voice gender. Is done.
[0151]
In addition, when a user input operation occurs in the voice genus setting event generation unit 15, the rule check processing unit 17 a refers to the state rule table 41. From the table information of the state rule table 41, the voice attribute setting unit 17b sets a voice attribute.
[0152]
For example, when the user makes an input error, the voice speed is decreased by one level and the volume is increased by one level.
That is, it is considered that the narration is fast and the volume is low, and the voice cannot be heard. In this case, the sound quality is changed to speak slowly and loudly.
[0153]
On the other hand, when a voice attribute setting command suitable for the user is output from the voice attribute setting unit 17b and a narration is output from the narration sentence output unit 17c, the speech synthesis processing unit 18 synthesizes the sound quality suitable for the user. To do.
[0154]
As described above, in the second embodiment, for any user, the sound quality is automatically changed according to information such as the user's age classification, gender, and the state of pronunciation such as ease of hearing. Voice response service with easy-to-listen sound quality.
[0155]
As a result, it is possible to improve user service by eliminating erroneous operations due to mistakes in listening.
Further, even when the second embodiment is applied to a product ordering business, a reservation business, and a data requesting business, erroneous recognition by a user's voice is reduced, and these business operations can be performed smoothly.
[0157]
【The invention's effect】
According to the present invention, You can automatically replay the past service from the log information and easily check the contents of the service.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a first embodiment of a voice response service system including a voice response service device according to the present invention.
FIG. 2 is a diagram showing history information according to the first embodiment of the present invention.
FIG. 3 is a diagram showing a sequence in which a service is executed according to the narration story of the first embodiment.
FIG. 4 is a diagram illustrating an example in which a failure occurs during the execution of the service according to the first embodiment.
FIG. 5 is a diagram describing service contents according to the first embodiment.
FIG. 6 is a diagram illustrating a speech synthesis method according to the first embodiment.
FIG. 7 is a diagram illustrating a specific configuration example of a speech synthesis processing unit employing a speech synthesis method.
8 is a diagram showing a specific example in which speech synthesis is performed by the speech synthesis method shown in FIG.
FIG. 9 is a flowchart showing processing for specifying a record that a user wants to reproduce from a history file.
FIG. 10 is a block diagram showing a second embodiment of a voice response service system including a voice response service device according to the present invention.
11 is a block diagram showing the main part of the second embodiment shown in FIG.
[Explanation of symbols]
10 Voice response service department
11 History information storage
12 History information extraction unit
14 Line control unit
15 Narration story output section
16 Narration story analysis section
17 Service execution department
17a Rule check processing part
17b Voice attribute setting part
17c Narration sentence output part
18 Speech synthesis processor
19 Pseudowire control unit
20 switching part
22 Database access part
23 Database
25 Text file
26 Accumulated audio files
27 History information writing part
30 telephone
31 Language processor
32 Sound processor
33 Speaker
34 Text Analysis Department
35 word dictionary
36 Reading / Prosodic Symbol Assignment Unit
37 Intonation generator
38 Waveform synthesis unit
39 Phoneme fragment
40 attribute table
41 State rule table
42 Voice attribute setting event generator

Claims (2)

A voice response service device that processes a voice response service according to a push button signal input from a user based on a processing procedure of the voice response service,
Log information storage means for storing, in a time series, log information of the voice response service that includes, as character information, push button signal information input from the user in accordance with a processing procedure of the voice response service;
Speech synthesis processing means for synthesizing character information of the push button signal into speech;
Log information extracting means for extracting log information based on the specific push button signal information from the log information stored in the log information storage means;
In response to the push button signal information of the log information extracted by the log information extraction means based on the processing procedure of the voice response service, the voice response service including the voice synthesized by the voice synthesis processing means for the push button signal information is reproduced. A voice response service apparatus comprising: voice response service reproduction means. A voice response service device that processes a voice response service according to a push button signal input from a user based on a processing procedure of the voice response service,
Log information of the voice response service including push button signal information including the user number of the user , which is input from the user according to the processing procedure of the voice response service, in time series. Log information storage means for storing;
Log information extraction means for identifying log information including a corresponding user number from log information stored in the log information storage means and extracting log information to be reproduced ;
A voice response service apparatus comprising: voice response service reproduction means for reproducing voice response service according to push button signal information of log information extracted by the log information extraction means based on a processing procedure of the voice response service. .

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