JPH1065821A - Telephone connection control system and recording medium storing program fur allowing computer to execute processing of the system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To connect a call from a customer to a telephone set of an operator suitable for the customer as much as possible by comparing the customer's voice feature data with operator's voice feature data and connecting a customer' s call to an operator's telephone set corresponding to the customer's voice feature data. SOLUTION: Customer's voice data entered from an answering terminal 24 are stored in a memory unit as a voice file and operator's voiceprint data are stored in a data base server 14. When a call from the customer is connected to a voice answering device 22 and customer's voiceprint data are obtained, a control unit communicates with the server 14, collates the customer's voiceprint data with respective operator's voiceprint data and selects a corresponding operator. Then the control unit communicates with the server 14 to determine one operator corresponding to the customer out of plural operators registered in the server 14. Then the control unit instructs an exchange 20 to transfer a call from the customer to the extension number of the determined operator.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method for receiving a telephone call (call) from a customer by using one of a plurality of operators' telephones. The present invention relates to a telephone connection system capable of connecting telephones (calls).

[0002]

2. Description of the Related Art In a company such as a bank, a plurality of operators who perform business such as guidance and reception of transactions and the like respond to customers by telephone. Then, telephone exchange control is performed so that a telephone (call) from a customer is connected to one of a plurality of operators' telephones.

Conventionally, an automatic call distribution device (ACD) is provided in a switching system, and exchange control is performed so that telephone calls (calls) from customers are distributed almost equally to each operator.
As a result, tasks such as guidance and reception of transactions are processed without being concentrated on a small number of operators.

[0004]

By the way, in the conventional system, without considering the relationship between the customer and the operator at all,
Simply, the calls (calls) from each customer are distributed to the telephones of a plurality of operators so that the calls from the customers are not concentrated on a small number of operators. SUMMARY OF THE INVENTION It is an object of the present invention to provide a telephone connection control system capable of connecting a telephone call (call) from a customer to a telephone of an operator suitable (compatible) with the customer as much as possible.

[0005]

According to the present invention, there is provided a voice feature database in which voice feature data representing voice characteristics of a plurality of telephone operators is registered. And received a call from the customer,
A feature analysis unit for analyzing a feature of a voice corresponding to a predetermined word obtained from the customer through a telephone; data relating to a feature of the customer's voice obtained by the feature analysis unit; A speaker selecting unit that compares the voice feature data of the operator and selects an operator corresponding to the voice feature data having a predetermined relationship with the data on the voice feature of the customer; Connection control means for connecting the telephone from the customer to the telephone of one of the operators.

In such a system, when a customer makes a telephone call, an operator of voice feature data having a predetermined relationship with data obtained by analyzing voice of a predetermined word of the customer is searched from a voice feature database. You. And
The telephone (call) from the customer is connected to the telephone of one of the searched operators. It is known that the general character and the like of each person can be determined from the characteristics of each person's voice (Japanese Patent Application No. 7-102631). Therefore, the general compatibility between the customer and the operator can be determined from the general character of the customer obtained from the analysis result of the voice of the predetermined word of the customer and the general character obtained from the voice feature data of each telephone operator. . That is, the operator who is likely to be compatible with the customer can be determined from the relationship between the analysis result of the voice of a predetermined word of the customer and the voice feature data of each operator.

In the above system, based on a predetermined relationship between data obtained by analyzing the voice of a predetermined word of the customer and voice characteristic data of the operator, an operator who is likely to be compatible with the customer is called. Can be selected as In view of providing a recording medium storing a program for causing a computer to execute the processing in the above-described system, the present invention provides a method for generating voices representing voice characteristics of a plurality of telephone operators, as described in claim 5. Using a voice feature database in which feature data is registered, a recording medium storing a program for causing a computer to perform a process of connecting a telephone call from a customer to a telephone of any of a plurality of telephone operators, The program receives a call from a customer, analyzes feature of a speech corresponding to a predetermined word obtained through the phone from the customer, feature analysis program code means, and customer voice obtained according to the feature analysis program code means And the voice feature data of each operator registered in the voice feature database. Speaker selecting program code means for selecting an operator corresponding to voice characteristic data having a predetermined relationship with the data relating to the voice characteristics of the customer; and a telephone call from one of the selected operators to the telephone of one of the selected operators. Connection control program code means for connecting a telephone.

In order to solve the above-mentioned problem, the present invention provides a response service in which data indicating a relationship between a customer and an operator determined as a person suitable for the customer is stored in advance. A speaker database, search means for receiving a telephone call from a customer and searching the database for an operator suitable for the customer, and calling the telephone from the customer to one of the operators searched by the search means. And connection control means for connection.

In such a system, when a customer makes a telephone call, an operator registered in the interlocutor database as a person suitable for the customer is selected, and one of the selected operators and the telephone of the customer are selected. A telephone (call) is connected. The method of determining an operator to be registered in the dialogue database is not particularly limited. For example, an operator determined to be compatible with each customer based on the analysis result of the voice of the customer and the analysis result of the voice of the operator is determined as a person suitable for the customer.

From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in the system, the present invention provides a method for a customer and a person suitable for the customer. Using a dialogue database in which data indicating a relationship with a predetermined operator is stored in advance, the computer performs a process of connecting a telephone call from a customer to a telephone of any one of a plurality of telephone operators. In a recording medium storing the above program, the program receives a call from a customer, retrieves a program suitable for the customer from the database, retrieves the search program code means, and retrieves the telephone number of one of the retrieved operators. Connection control program code means for connecting a telephone from a customer.

Further, in order to solve the above problems, the present invention provides a voice feature database in which voice feature data representing voice features of a plurality of telephone operators are registered, Receiving a telephone call from the customer, analyzing characteristic of voice corresponding to a predetermined word obtained through the telephone from the customer, data relating to the characteristic of the voice of the customer obtained by the characteristic analyzing means, and a voice feature database Speaker selection means for comparing the voice feature data of each operator registered with the voice data and selecting an operator corresponding to voice feature data having a predetermined relationship with the data on the voice feature of the customer; and the speaker selection means. A user registration means for associating the operator selected in the above with the customer and registering the same in the user database, and an operator corresponding to the customer receiving a telephone call from the customer Search means for searching from the answering speaker database, configured to have a connection control means for connecting a call from one person the customer to the telephone of one of the operators that are retrieved by the search means.

In the above system, when a customer makes a telephone call, an operator of voice feature data having a predetermined relationship with data obtained by analyzing voice of a predetermined word of the customer is selected from the voice feature database. You. Then, the selected operator is registered in the interlocutor database in association with the customer. Then, when the customer calls next time, an operator registered as a person corresponding to the customer in the interlocutor database is selected, and one of the selected operators and the telephone (call) of the customer are selected.
Is connected.

From the viewpoint of providing a program for causing a computer to execute the processing in the above system,
According to a seventh aspect of the present invention, a telephone call from a customer is made using a voice feature database in which voice feature data representing voice features of a plurality of telephone operators is registered. In a recording medium storing a program for causing a computer to perform a process of connecting to a telephone of any one of operators, the program receives a telephone call from a customer and outputs a voice corresponding to a predetermined word obtained through the telephone from the customer. Comparing feature analysis program code means for analyzing the features of the data, data on the features of the customer's voice obtained according to the feature analysis program code means, and the voice feature data of each operator registered in the voice feature database; A speaker who selects an operator corresponding to voice characteristic data having a predetermined relationship with data relating to voice characteristics of a customer And-option program code means, the answering speaker registration program code means for registering the answering speaker database in association with the selected operator to the customer,
Search program code means for receiving a telephone call from a customer and searching for the operator corresponding to the customer from the interactive database, and a connection control program for connecting the telephone from the customer to one of the searched operators. Code means.

[0014]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings. The telephone connection control system according to the present invention can be configured as a part of a system that supports telephone transactions. For example, the hardware configuration of a system that supports telephone transactions is as shown in FIG. 1, for example.
The system shown in FIG. 1 supports telephone banking (telephone banking).

In FIG. 1, a plurality of client terminals 1
0 (1),. . . , 10 (n), 12 and 13 (1),
13 (2) is connected to the LAN. Each client terminal 10 (1),. . . , 10 (n) are terminals for receiving telephone transactions from customers, and are hereinafter appropriately referred to as reception terminals. The client terminal 12 is a terminal for monitoring the system, and is hereinafter referred to as a monitoring terminal as appropriate. The client terminals 13 (1) and 13 (2) are terminals for approving the bank transaction accepted by each accepting terminal,
Hereinafter, it is called an approval terminal as appropriate.

Further, a database server 14, a printer unit 16, a communication server 18, and a response terminal (computer unit) 24 are connected to a LAN. The database server 14 manages various files shared in the system. Printer unit 1
Reference numeral 6 is accessible by each client terminal and the data server 14, and prints out transaction journals, forms, and the like. The communication server 18 is connected to the host computer of the bank, and transfers the contents of the transaction approved in the system to the host computer. The response terminal 24 controls the voice response device 22.
The voice response device 22 performs a process related to a voice response to a customer by telephone under the control of the response terminal 24.

The exchange 20 (P) connected to the public line 30
BX) include each reception terminal 10 (1),. . . , 10
(N), the response terminal 24 and the voice response device 22 are connected. The exchange 20 connects an external call to the voice response device 22 and the response terminal 24 in principle. When an external call is connected, the voice response device 22 performs a voice response according to a predetermined procedure. Each reception terminal 10
(1),. . . , 10 (n) and the response terminal 24 have a telephone communication function. And each reception terminal 10
(1),. . . , 10 (n) of the telephone headsets 11 (1),. . . , 11 (n) to answer calls from customers.

The response terminal 24 is configured, for example, as shown in FIG. In FIG. 2, the response terminal 24
Are a control unit 101 including a so-called CPU, a memory unit 102, a display unit 103, an input unit 1
04, disk unit 105, LAN unit 10
6. An interface unit 110 for interfacing with the built-in telephone unit 107, the CD-ROM drive unit 108, and the voice response device 22. These units are connected via a system bus B.

The control unit 101 controls the response terminal as a whole, and executes processing relating to telephone connection control, as described later. The memory unit 102 includes a RAM,
It includes a memory such as a ROM and stores programs to be executed by the control unit 101, necessary data obtained in the course of processing, and the like. The display unit 103 is a CRT or LCD
(Liquid crystal display panel) and the like, and displays the status of the response terminal 24 and other necessary information. Input unit 10
Reference numeral 4 includes a keyboard, a mouse, and the like, and is used for inputting information. The LAN unit 106 is a LAN
And performs data communication with the LAN. Built-in telephone unit 107 (TAPI)
0 (PBX), and performs telephone communication (incoming call control, extension connection control, etc.) with the exchange 20. The voice response control information from the control unit 101 is transmitted to the interface 11
0 to the voice response device 22.

The CD-ROM 200 stores a program composed of a program code that describes processing related to telephone connection control. The program is installed in the disk unit 105 from the CD-ROM 200 set in the CD-ROM drive unit 108. Then, when starting up the response terminal, the program read from the disk unit 105 is stored in the memory unit 102. In this state, the control unit 101 (CPU) executes processing related to telephone connection control according to a program stored in the memory unit 102.

The program describing the processing related to the telephone connection control corresponds to, for example, the procedure shown in FIG. 3, and the control unit 101 of the answering terminal 24 executes the processing according to the procedure shown in FIG. In FIG. 3, a call from a customer is connected to the voice response device 22 (S1). At this time, the control unit 101 of the answering terminal 24 detects that the call from the customer has arrived at the built-in telephone unit 107. When the control unit 101 detects an incoming call from the customer,
It is determined whether or not the incoming call includes a calling number (customer telephone number) notification (S2). Here, when the calling number notification is not included (S2, No), the control unit 10
1 transmits a control signal for instructing a customer to input a contract number through the interface 110,
(S3). The contract number is one piece of information for identifying a customer, and is a number described in a contract for banking transactions by telephone.

The voice transponder 22 receiving this control signal
Returns a message prompting the customer to enter a contract number. For example, a message such as "Please enter your contract number. If you do not have a contract number, please enter" 999999 "" is returned to the customer. Thereafter, the control unit 101 is in a state of waiting for input of a contract number. The customer who receives the message inputs the contract number or "999999" using the telephone push button. Then, the number input by the customer is provided to the control unit 101 via the built-in telephone unit 107.

The control unit 101 determines whether or not the number input by the customer is "999999" (S
4). When it is determined that the number input by the customer is "999999" (new customer) (S4, Yes), the control unit 101 sends a command control signal for requesting the customer to speak a predetermined word through the interface. The data is sent to the voice response device 22 via the terminal 110 (S5). Upon receiving this command control signal, the voice response device 22 reads the predetermined word “xxxxxx”
Send a message to the customer prompting the customer to speak. For example, "Forward the call to the operator. After the dial tone"
xxxxxx "is forwarded to the customer.

After that, the voice response device 22
Based on a command from the control unit 101 of step No. 4, the dial tone "P" is reproduced (S6). Thereafter, the control unit 101 of the response terminal 24 starts the recording process (S7).
Then, the recording process is terminated after a predetermined time (S
8). The customer who hears the dial tone utters “xxxxxx” according to the message from the voice response device 22.
During the recording process of the control unit 101, a voice corresponding to a predetermined word “xxxxxx” from the customer is taken into the response terminal 24. Then, the audio data is stored in the memory unit 1
02 is stored as an audio file (S9).

Thereafter, the control unit 101 executes a voiceprint analysis process on the audio data stored in the audio file in the memory unit 102 according to a predetermined algorithm (S10). This voiceprint analysis processing can be performed according to a known method. For example, Japanese Patent Application No. 7-1
It is also possible to perform voiceprint analysis by the method proposed in No. 02631. As a result of the voiceprint analysis, for example, voiceprint data composed of data representing the FFT (Fast Fourier Transform) spectrum, pitch, height, etc. of the voice uttered by the customer is obtained.

On the other hand, each reception terminal 10 (1),. . . , 1
Voiceprint data representing the characteristics of the voice of the operator 0 (n) is registered in the system in advance. This is stored in the database server 14 as an operator information record in a format as shown in FIG. 4, for example. The operator information record includes a staff code for specifying the operator, an extension number of a reception terminal assigned to the operator, and voiceprint data of the operator. At the start of the day's work, each operator performs a login operation on the reception terminal, and the extension number of each operator information record is rewritten with the extension number of the reception terminal to which the operator has logged in.

As described above, when the voiceprint data of the customer is obtained, the control unit 101 causes the LAN unit 106
The database server 14 communicates with the database server 14 via the server, and refers to each operator information record to perform a collation process between the customer's voiceprint data and each operator's voiceprint data (S11).
In this collation process, an operator corresponding to voiceprint data having a predetermined relationship with the customer's voiceprint data is selected. For example, as proposed in Japanese Patent Application No. 7-102631, by comparing voiceprint data, an operator who is likely to be compatible with the customer can be selected. For example, there are five operators (A, B, C, D,
E) is selected.

Thereafter, the control unit 101 further communicates with the database server 14 and registers the five operators who are likely to be compatible with the customer as the optimum speakers in the database server 14 in association with the customer. (S
12). The optimum speaker information record indicating the optimum speaker of each customer is configured, for example, as shown in FIG. That is,
The optimum speaker information record includes information for specifying the customer (contractor number (automatic numbering), caller number), the code of the operator selected as the optimum speaker, and the extension of the reception terminal assigned to the operator. Have a number. Also in this optimum speaker information record, each time the operator performs a log-in operation at each reception terminal, the extension number is rewritten to the extension number of the logged-in reception terminal.

Thereafter, the control unit 101 determines one operator from the operators selected as the optimum speaker of the customer (S13). In this selection process, one operator is determined according to an algorithm that makes the load of the operator equal. And the control unit 10
1 communicates with the database server 14 and refers to the optimum speaker information record corresponding to the customer (see FIG. 5) to transfer a telephone call (call) from the customer to the extension number of the determined operator. To the exchange 20 (S
13). As a result, the telephone (call) from the customer is connected to the reception terminal of the operator who will be compatible with the customer.

[0030] In this state, the customer passes a conversation concerning guidance and reception of bank transactions by telephone with an operator who seems to be compatible. Therefore, the customer can receive the service in a relatively pleasant state. On the other hand, when it is determined that there is a calling number notification when receiving a telephone call (call) from the customer (S2, Yes), or when the customer enters "99999"
When an operation for inputting a contract number other than 9 "is performed (S4)
The control unit 101 internally sets the caller number or the contract number as a search key (S14,
S15). Then, the control unit 101 communicates with the database server 14 and performs a search process of the optimum speaker information (see FIG. 5) corresponding to the customer specified by the number (S16). If the optimum speaker information of the customer exists (S1
7, Yes), in the same manner as described above, one operator is determined from the operators indicated in the optimal speaker information, and a telephone call from the customer is transferred to the reception terminal of the determined operator (call). S13).

Even when a calling number notification is included in a telephone call (call) from a customer, or when a contract number is received from a customer, the optimum number specified by the number is received. If the speaker information record is not created in the database server 14, the optimum speaker registration process (S
5 to S12) are performed. In the above example, CD-ROM
At 200, a program for processing related to telephone connection is provided to the answering terminal 24. However, the recording medium of this program is not limited to this, and a magnetic disk such as a floppy disk, Other recording media such as a magneto-optical disk and a magnetic tape can be used.

In the above example, the compatibility is determined from the voiceprint data of the customer corresponding to the predetermined word and the voiceprint data of the operator, and the optimum speaker is determined. Can be determined as appropriate. In the above example, even when a call (call) is received from a new customer, the optimum speaker is determined based on voiceprint data obtained through telephone conversation, from the viewpoint that the optimum speaker of the customer can be determined. doing. However, when the operator is registered in advance as the optimum speaker of the customer, it is not necessary to determine the optimum speaker based on the voiceprint data, and the optimum speaker is determined in accordance with other rules (such as those that have received business trust). It is also possible to register a relationship between a customer and an operator suitable for the customer.

In the above example, the answering terminal 24 connected to the voice answering apparatus 22 performs the processing related to the telephone connection control. However, the present invention is not limited to this. In addition, it is also possible to perform a process related to the telephone connection control as a primary reception terminal. In this case, the configuration of the reception terminal used as the primary reception terminal is almost the same as that shown in FIG. The voice response performed by the voice response device 22 is performed by the operator of the primary terminal.

Further, the telephone connection control system shown in the above example is applied to a banking business, but the present invention is not limited to this and can be applied to other business. The relationship between each process in the above example and each means according to the present invention is as follows.

The processing in step S10 corresponds to the characteristic analysis means (characteristic analysis program code means), and step S1
Step 1 corresponds to speaker selection means (speaker selection program code means), and step S13 corresponds to connection control means (connection control program code means). Step S1
6 corresponds to a search means (search program code means),
Step S12 corresponds to an attendant registering means (an attendant registration program code means).

Further, the database server 14 corresponds to each of the voice feature database and the respondent database.

[0037]

As described above, according to the present invention described in each claim, when a telephone call (call) is received from a customer, the customer calls an operator's telephone more suitable for the customer. Phone (call) will be connected. As a result, the customer can receive the service (guidance, reception work, and the like) through the telephone with a sense of security.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating an example of a hardware configuration of a system to which a telephone connection control system is applied.

FIG. 2 is a block diagram illustrating an example of a hardware configuration of a response terminal.

FIG. 3 is a flowchart illustrating a procedure of processing related to telephone connection control.

FIG. 4 is a diagram showing a configuration example of an operator information record.

FIG. 5 is a diagram illustrating a configuration example of an optimum speaker information record.

[Explanation of symbols]

10 (1),. . . , 10 (n) reception terminals 11 (1),. . . , 11 (n) Telephone headset 12 Monitoring terminal 13 (1), 13 (2) Approval terminal 14 Database server 16 Printer unit 18 Communication server 20 Switch 22 Voice response device 24 Response terminal 30 Public line 101 Control unit 102 Memory unit 103 Display unit 104 Input unit 105 Disk unit 106 LAN unit 107 Built-in telephone unit 108 CD-ROM drive unit 110 Interface unit 200, 201 CD-ROM

 ──────────────────────────────────────────────────続 き Continuing from the front page (72) Inventor Kiyofumi Akita 4-1-1 Kamikadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture Inside Fujitsu Limited (72) Inventor Emission Shigeru 4-4-1 Kamiodanaka, Nakahara-ku, Kawasaki-shi, Kanagawa No. 1 Inside Fujitsu Limited

Claims (7)

[Claims] 1. A voice feature database in which voice feature data representing voice features of a plurality of telephone operators are registered; and a voice feature corresponding to a predetermined word received from a customer through a phone call from the customer. A characteristic analysis means for analyzing the voice characteristics of the customer obtained by the characteristic analysis means and the voice characteristic data of each operator registered in the voice characteristic database. Selecting means for selecting an operator corresponding to voice feature data having a predetermined relationship with the data relating to the data related to the call, and connecting the telephone from the customer to one of the operators selected by the speaker selecting means. A telephone connection control system having connection control means. 2. An interworker database in which data indicating a relationship between a customer and an operator determined to be suitable for the customer is stored in advance, and an operator suitable for the customer is received by receiving a telephone call from the customer. And a connection control means for connecting a telephone call from the customer to one of the operators searched by the search means. 3. A voice feature database in which voice feature data representing voice features of a plurality of telephone operators are registered, and a voice feature corresponding to a predetermined word received from a customer and received through the phone from the customer. A characteristic analysis means for analyzing the voice characteristics of the customer obtained by the characteristic analysis means and the voice characteristic data of each operator registered in the voice characteristic database. Selecting means for selecting an operator corresponding to voice characteristic data having a predetermined relationship with the data relating to the user, and interactively registering the operator selected by the speaker selecting means in association with the customer in an interactive database. User registration means, a search means for receiving a telephone call from a customer and searching for an operator corresponding to the customer from the dialogue database, Telephone connection control system and a connection control means for connecting the call from the customer to the one of the telephone of the cord has been operator. 4. The telephone connection control system according to claim 1, wherein the voice characteristic data representing the voice characteristics of each operator and the data relating to the voice of each customer include data relating to voice prints. 5. A telephone call from a customer is connected to a telephone of any one of a plurality of telephone operators using a voice characteristic database in which voice characteristic data representing voice characteristics of a plurality of telephone operators are registered. In a recording medium storing a program for causing a computer to perform a process, the program receives a call from a customer and analyzes a feature of a voice corresponding to a predetermined word obtained through the phone from the customer. Means for comparing the voice characteristic data of the customer obtained in accordance with the characteristic analysis program code means with the voice characteristic data of each operator registered in the voice characteristic database. Speaker selection program code means for selecting an operator corresponding to the voice feature data having the relationship , A recording medium having a connection control program code means for connecting the call from the customer to the one of the telephone of the selected operator. 6. A telephone call from a customer using one of a plurality of telephone operators using a telephone conversation person database in which data indicating a relationship between a customer and an operator determined to be suitable for the customer is stored in advance. A storage medium storing a program for causing a computer to perform a process of connecting to a telephone of an operator, the program comprising: a search program code means for receiving a call from a customer and searching an operator suitable for the customer from the database; Connection control program code means for connecting a telephone call from the customer to one of the retrieved operators. 7. A telephone call from a customer is connected to a telephone of any of a plurality of telephone operators using a voice characteristic database in which voice characteristic data representing voice characteristics of a plurality of telephone operators is registered. In a recording medium storing a program for causing a computer to perform a process, the program receives a call from a customer and analyzes a feature of a voice corresponding to a predetermined word obtained through the phone from the customer. Means for comparing the voice characteristic data of the customer obtained in accordance with the characteristic analysis program code means with the voice characteristic data of each operator registered in the voice characteristic database. Speaker selection program code means for selecting an operator corresponding to the voice feature data having the relationship An attendant registration program code means for associating the selected operator with the customer and registering it in the attendant database; and receiving a telephone call from the customer and searching for the operator corresponding to the customer from the attendant database. A recording medium having program code means and connection control program code means for connecting a telephone call from the customer to one of the searched operators.