WO2024075237A1

WO2024075237A1 - Layout change device, layout change method, and program

Info

Publication number: WO2024075237A1
Application number: PCT/JP2022/037410
Authority: WO
Inventors: 大青木; 歩相名神山; 健一町田
Original assignee: Ｎｔｔテクノクロス株式会社
Priority date: 2022-10-06
Filing date: 2022-10-06
Publication date: 2024-04-11

Abstract

A layout change device according an aspect of the present disclosure has: a determination unit that is configured to determine, on the basis of an attribute of a user who performs the task of responding to customers by telephone and/or the content of conversation held via telephone, whether to change the layout of a screen image displayed on a terminal used by the user; and a generation unit that is configured to generate the screen image in a layout that corresponds to the attribute and/or the content of conversion when it is determined that the layout is to be changed.

Description

LAYOUT CHANGE DEVICE, LAYOUT CHANGE METHOD, AND PROGRAM

This disclosure relates to a layout change device, a layout change method, and a program.

Technology that supports operators in answering telephone calls at contact centers (also called call centers) has been known for some time (for example, Non-Patent Document 1). In such technology, a UI (user interface) called a response support screen (hereinafter simply referred to as a "support screen") is provided to the operator for accessing various functions. Functions that the operator can use on the support screen include, for example, a function for displaying text showing the contents of the call, a function for displaying customer information, a function for providing knowledge such as FAQs, a function for summarizing the contents of the call, etc.

However, not all functions are necessarily used, and some functions are not used depending on the operator's skills or the content of the call. For example, veteran operators have sufficient knowledge and experience, so it is thought that they often do not use the knowledge provision function. Also, if the content of the call is a simple inquiry, it is thought that the knowledge provision function is often not used.

On the other hand, while the availability of various functions helps support the operator's response work, it can also result in information overload, which can lead to the operator using the wrong function or being confused about which function to use. This is particularly likely to happen when the operator is new.

For this reason, it is preferable to be able to flexibly change the functions available on the support screen depending on the operator, call content, etc.

This disclosure has been made in consideration of the above points, and aims to provide technology that allows for flexible changes to the support functions available on the UI.

A layout change device according to one aspect of the present disclosure includes a determination unit configured to determine whether or not to change the layout of a screen displayed on a terminal used by a user who handles telephone correspondence with customers based on at least one of the attributes of the user and the content of the telephone conversation, and a generation unit configured to generate the screen with a layout according to at least one of the attributes and the content of the telephone conversation when it is determined that the layout should be changed.

Technology is provided that allows for flexible changes to the support functions available on the UI.

1 is a diagram illustrating an example of an overall configuration of a contact center system according to an embodiment of the present invention. FIG. 13 is a diagram showing an example of a support screen for a default layout. FIG. 2 is a diagram illustrating an example of a functional configuration of the response support system and an operator terminal according to the present embodiment. 13 is a flowchart illustrating an example of a support screen display process according to the present embodiment. FIG. 11 is a diagram (part 1) showing an example of the support screen after the layout is changed. FIG. 13 is a diagram (part 2) showing an example of the support screen after the layout is changed. FIG. 11 is a diagram (part 3) showing an example of the support screen after the layout has been changed. FIG. 4 is a diagram showing an example of the support screen after the layout is changed. FIG. 5 is a fifth diagram showing an example of the support screen after the layout is changed.

Below, one embodiment of the present invention will be described. In the following embodiment, a contact center system 1 will be described that is targeted at a contact center and allows an operator to flexibly change the support functions available on a support screen. However, the contact center is merely an example and is not limited thereto. For example, the system can be similarly applied to an office or the like where a person in charge of some kind of customer service work flexibly changes the support functions available on a UI (user interface). More generally, the system can be similarly applied to a case where a function for supporting a certain person's work is available on the UI and the functions available on that UI are flexibly changed according to certain conditions.

<Example of Overall Configuration of Contact Center System 1>
An example of the overall configuration of a contact center system 1 according to the present embodiment is shown in Fig. 1. As shown in Fig. 1, the contact center system 1 according to the present embodiment includes a response support system 10, a plurality of operator terminals 20, a plurality of telephones 30, one or more supervisor terminals 40, a PBX (Private Branch eXchange) 50, a NW switch 60, and a customer terminal 70. Here, the response support system 10, the operator terminals 20, the telephones 30, the supervisor terminals 40, the PBX 50, and the NW switch 60 are installed in a contact center environment E, which is a system environment of a contact center. Note that the contact center environment E is not limited to a system environment in the same building, and may be, for example, a system environment in a plurality of buildings that are geographically separated from each other.

The response support system 10 is a server or a group of servers that provides various functions (support functions) to support the operator in answering calls. There are various support functions provided by the response support system 10, but in this embodiment, it is assumed that the response support system 10 is capable of providing at least the support functions shown below in (1) to (9).

(1) Call text provision function: This function uses packets (voice packets) sent from the NW switch 60 to create call texts that transcribe voice conversations between the operator and the customer with time information for each speaker, and provides these call texts in chronological order for each speaker. This function enables the operator to check the content of what is being said by the customer and himself in real time during a call.

(2) Knowledge provision function: This function provides knowledge such as FAQs. This function allows the operator to check, for example, the necessary procedures in the form of FAQs.

(3) Important matters provision function: This function provides the matters that the operator needs to explain to the customer or confirm (such matters are also called "important matters"). This function enables the operator to know what matters need to be explained to the customer and what matters need to be confirmed.

(4) Chat function: This function provides the ability to send and receive messages (so-called chat) between the operator and a supervisor, etc. This function enables the operator, for example, to make inquiries of the supervisor or ask for assistance. Note that a supervisor is, for example, a person who monitors the operator's calls and supports the operator's telephone response duties when a problem appears to be occurring or at the request of the operator.

(5) Support request function: This function is for requesting support from a supervisor, etc. This function enables an operator to request support from a supervisor, etc., for example, when a problem occurs or when a problem is likely to occur.

(6) Customer information provision function: This function provides information about the customer that the operator is currently serving (for example, attribute information such as name, age, sex, address, product and service purchase history, etc.). This function allows the operator to know various information about the customer that he or she is currently serving.

(7) Memo function: This function allows the operator to create memos of their choice. This function allows the operator to leave any content they wish as a memo (interaction record memo), for example.

(8) Previous call summary function: This function provides a summary of past calls of the customer that the operator is currently serving. This function allows the operator to check the summary text that summarizes the past calls of the customer.

(9) Call summary function: This function uses the call text to create a summary text that summarizes the contents of the call. With this function, the operator can, for example, know the summary of the call after it has ended, or if the same customer calls again, check the summary of the previous call using the previous call summary function.

Note that the above (1) to (9) are just examples, and the response support system 10 may provide various other support functions. For example, it may provide all or part of the support functions shown in (10) to (14) below.

(10) Call text analysis function: This function analyzes call text to identify the call reason and scene of the call, and whether the call is inbound or outbound. This function allows the operator to know the call reason and scene of the customer he or she is currently serving. In addition, for example, the important information provision function makes it possible to provide important information according to the call reason, scene, and inbound/outbound. Note that examples of scenes include the initial greeting (opening), confirmation of the inquiry, customer identity verification, response, and final greeting (closing).

(11) Call history storage function: This function stores, for example, information about the operator who answered the call, information about the customer of the call, the call text of the call, summary text, etc. as call history information. This function makes it possible to use the call history information for, for example, analyzing the quality of service and evaluating operators.

(12) Search function: This function searches the call history information stored by the call history storage function and provides the search results to operators, supervisors, etc. This function enables operators, supervisors, etc. to search for call history information using desired search conditions and refer to the call history information obtained as a search result.

(13) Call monitoring function: This function provides information for supervisors to monitor operator calls (for example, the call text of the call and unwanted words contained in the call text). This function enables supervisors to efficiently monitor the calls of the operators they are monitoring. Generally, one supervisor monitors the calls of several to a dozen operators.

(14) Analysis function: This function uses the call history information saved by the call history saving function to perform various analyses (e.g., analysis of response quality, etc.). This function enables those who wish to make calls with high response quality (e.g., response quality analysts and supervisors, etc.) to analyze response quality and consider various measures and strategies to improve it.

However, it goes without saying that (10) to (14) above are all just examples.

The operator terminal 20 is a terminal such as a PC (personal computer) used by the operator.

Telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone) used by an operator.

The supervisor terminal 40 is a terminal such as a PC used by the supervisor.

PBX 50 is a telephone exchange (IP-PBX) and is connected to a communications network 80 that includes a VoIP (Voice over Internet Protocol) network and a PSTN (Public Switched Telephone Network).

The NW switch 60 relays packets (voice packets) between the telephone 30 and the PBX 50, and also captures the packets and transmits them to the response support system 10.

The customer terminal 70 is a variety of terminals used by customers, such as smartphones, mobile phones, and landlines.

Note that the overall configuration of the contact center system 1 shown in FIG. 1 is an example, and is not limited to this, and other configurations may be used. For example, in the example shown in FIG. 1, the response support system 10 is included in the contact center environment E (i.e., the response support system 10 is an on-premise type), but all or part of the functions of the response support system 10 may be realized by a cloud service, etc. Similarly, in the example shown in FIG. 1, the PBX 50 is an on-premise type telephone exchange, but it may be realized by a cloud service. Furthermore, if the operator terminal 20 has a telephone function, the contact center system 1 does not need to include a telephone 30.

<Example of default layout support screen>
An operator can use all or part of the support functions provided by the response support system 10 on a support screen displayed on the operator terminal 20. This support screen is displayed on the operator terminal 20 not only during a call with a customer, but also continues to be displayed on the operator terminal 20 after the call. This is because, for example, an operator often refers to the support screen to perform post-call work (e.g., issuing a product slip) called ACW.

However, some of the support functions may not be available to operators, and may only be available to supervisors or other users (i.e., the use of some of the support functions may be restricted by user permissions, etc.). For example, a call monitoring function is an example of a support function that is available only to supervisors, and not to operators.

In the following, we will assume that the support screen 1000 has the layout shown in Figure 2 as the standard layout (default layout) of the support screen displayed on the operator terminal 20 of an operator who is handling telephone calls.

In this support screen 1000 with the default layout, the operator can use all the support functions available to him/her. The support screen 1000 shown in FIG. 2 includes a main menu display field 1010, a call text display field 1020, a knowledge display field 1030, an important matters display field 1040, a chat display field 1050, a support request display field 1060, a customer information display field 1070, a memo display field 1080, a previous call summary display field 1090, and a summary display field 1100.

In the main menu display field 1010, various menu buttons for displaying screens other than the support screen are displayed. For example, in the main menu display field 1010, a menu button for displaying a screen on which the call text analysis function is available, a menu button for displaying a screen on which the search function is available, a menu button for displaying a screen on which the analysis function is available, etc. are displayed.

In the call text display field 1020, the call text showing the contents of the conversation between the customer and the operator is displayed in chronological order by the call text provision function. In particular, when the customer and the operator are on a call, the call text is displayed in real time in the call text display field 1020. Note that in the call text display field 1020, for example, the call text corresponding to the important matters displayed in the important matters display field 1040 may be highlighted (for example, highlighted, blinking, etc.) or displayed in a manner different from other call texts.

In the knowledge display field 1030, knowledge such as FAQs is displayed by the knowledge provision function. Note that the knowledge is not limited to FAQs, and may also include information that is useful to the operator when performing customer service (for example, recommendation information that suggests something).

Important matters are displayed in the important matters display field 1040 by an important matters provision function. Note that the important matters display field 1040 may display only important matters, or may display a talk script or the like that includes important matters.

Chat messages between the user and the supervisor, etc. are displayed in the chat display area 1050 using the chat function.

The support request display field 1060 displays buttons and the like for requesting support from a supervisor or the like using the support request function.

In the customer information display section 1070, customer information is displayed by a customer information provision function. Note that this customer information is obtained from systems such as CRM (Customer Relationship Management) and IVR (Interactive Voice Response).

The memo display field 1080 displays memos created using the memo function. The operator can create memos by entering any characters or symbols into the memo display field 1080, or by pasting any image, etc.

The previous call summary display field 1090 displays a summary text of the past call with the customer that the operator is currently serving using the previous call summary provision function.

The summary display field 1100 displays the summary text of the call after it has ended using the call summary function.

In this way, the support screen 1000 with the default layout displays all support functions available to the operator, regardless of the operator's attributes, the content of the call, etc. As a result, for example, support functions that are unnecessary for experienced operators (such as knowledge provision functions and chat functions) may be displayed, and new operators may be overwhelmed with information. Also, there are support functions that are unnecessary depending on the content of the call, such as not needing to display customer information if the call is an internal line.

Then, in the following, we will explain a case where certain conditions (hereinafter also referred to as layout change conditions) are set according to the operator's attributes, call content, etc., and when these conditions are met, the support screen is changed to a layout that corresponds to those conditions.

<Example of functional configuration of response support system 10 and operator terminal 20>
FIG. 3 shows an example of the functional configuration of the response support system 10 and the operator terminal 20 according to this embodiment.

<Response Support System 10>
3, the response support system 10 according to the present embodiment includes a support function providing unit 101, a layout changing unit 102, and a UI providing unit 103. Each of these units is realized, for example, by a process in which one or more programs installed in the response support system 10 are executed by a processor such as a CPU (Central Processing Unit).

The support function providing unit 101 provides various support functions (e.g., the support functions shown in (1) to (14) above).

The layout change unit 102 refers to the layout setting file 500, and if it determines that the layout change conditions are met, it instructs the UI providing unit 103 to change the layout of the support screen. Here, the layout setting file 500 refers to data in which the layout change conditions are associated with layout change information that represents the changes to the layout when the layout change conditions are met. Specific examples of the layout change conditions and layout change information will be described later. The layout setting file 500 is stored in the storage area of a storage device such as a hard disk drive (HDD), solid state drive (SSD), flash memory, etc.

The UI providing unit 103 provides a support screen to the operator terminal 20. That is, the UI providing unit 103 generates a support screen and displays the support screen on the display of the operator terminal 20. At this time, if a layout change is instructed by the layout change unit 102, the UI providing unit 103 generates a support screen with a changed layout, and if not, generates a support screen with a default layout. The support screen is represented by information such as HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), JavaScript, etc.

Note that although not shown in the example shown in FIG. 3, the response support system 10 also has various DBs (databases) and other functional units that are used to realize various support functions. For example, it has an operator information DB that stores operator information including each operator's operator ID and attributes (name, affiliated organization, etc.), a call history DB that stores each call history information, etc.

<Operator terminal 20>
3, the operator terminal 20 according to the present embodiment has a UI control unit 201. The UI control unit 201 is realized, for example, by a process in which one or more programs (e.g., a web browser, etc.) installed in the operator terminal 20 are executed by a processor such as a CPU.

The UI control unit 201 displays the support screen provided by the response support system 10 on the display. The UI control unit 201 also accepts various input operations by the operator on the support screen (e.g., pressing a button, inputting characters, etc.).

<Layout setting file 500>
Below, we will explain some concrete examples of layout change conditions and layout change information included in the layout setting file 500. Note that, in the following, changing the layout includes not only changing the display columns included in the support screen to visible or hidden, or changing the arrangement of the display columns, but also changing the display mode of the display columns (for example, highlighting the display columns or changing the color, etc.).

・Example of layout change conditions and layout change information 1
Generally, if an operator is a veteran, he or she has sufficient knowledge and experience and is therefore unlikely to use the knowledge provision function or chat function. Therefore, if the operator is a veteran, it may be possible to hide the knowledge display field and the chat display field. In this case, the layout change conditions and the corresponding layout change information may be set as follows:

Layout change condition = "Operator is an experienced operator"
Layout change information = "Hide knowledge display column" and "Hide chat display column"
Whether an operator is a veteran may be determined, for example, from the operator information. For example, if the operator information includes a flag indicating whether the operator is a veteran, whether the operator is a veteran may be determined from the value of the flag. Alternatively, for example, if the operator information of veteran operators is grouped, whether the operator is a veteran may be determined based on whether the operator information of the relevant operator belongs to the group. In addition to these, for example, if the attributes of the operator information include the number of years of employment, whether the operator is a veteran may be determined from the number of years of employment.

・Example of layout change conditions and layout change information 2
In sales calls (outbound), mainly new customers are called, so customer information and previous call summaries often do not exist. Therefore, in the case of outbound calls, it is possible to hide the customer information display field and previous call summary display field. In this case, the layout change conditions and the corresponding layout change information can be set as follows.

Layout change condition = "Outbound"
Layout change information = "Hide customer information display column" and "Hide last call summary display column"
Whether or not a call is outbound may be determined, for example, based on the analysis results of a call text analysis function (i.e., the analysis results that identify whether the call is inbound or outbound).

・Example 3 of layout change conditions and layout change information
Even experienced operators may request assistance from a supervisor when a customer makes a complaint or when an event that may lead to a complaint occurs. For this reason, even if the knowledge display section and chat display section are hidden, it is preferable to at least redisplay the chat display section when a complaint or an event that may lead to a complaint is detected. In this case, the layout change conditions and the corresponding layout change information may be set as follows:

Layout change condition = "Specific word detected"
Layout change information = "Show chat display area"
Here, the specific words are words that indicate the occurrence of a complaint or words or phrases that are likely to lead to the occurrence of a complaint (i.e., so-called NG words, NG phrases, etc.). Such a set of specific words is defined in advance and stored in a DB or the like. Specific examples of specific words include, for example, "Put up your superiors" and "Put up your boss." The detection of specific words is realized, for example, by a call monitoring function.

In addition to the above, the layout change condition may be, for example, the detection of a specific word such as "I called you before," and the layout change information may be "Display last call summary field."

・Example 4 of layout change conditions and layout change information
For internal calls related to internal sales, etc., customer information, last call summary, knowledge, important matters, etc. are considered unnecessary. Therefore, for internal calls, it is conceivable to hide the customer information display column, last call summary display column, knowledge display column, and important matters display column. In this case, the layout change conditions and the corresponding layout change information can be set as follows.

Layout change condition = "Internal phone"
Layout change information = "Hide chat display column" and "Hide previous call summary display column" and "Hide knowledge display column" and "Hide important matters display column"
Whether or not the call is an internal line may be determined, for example, based on the call originating and terminating telephone numbers included in the packet transferred from the NW switch 60 .

・Example 5 of layout change conditions and layout change information
When a certain situation occurs during a call, it may be necessary to confirm certain specific content. For example, when the scene during a call is "customer identity verification," it is necessary to refer to the customer information and confirm whether the name, address, etc. provided by the customer are correct. Therefore, when a certain situation occurs, it is preferable to highlight a certain display field. This is particularly effective when the operator is new or lacks experience and knowledge. In this case, the layout change condition and the corresponding layout change information may be set as follows.

Layout change condition = "specific situation"
Layout change information = "Highlight specific display columns"
Here, the specific situation is, for example, a specific scene, a specific call reason, etc. The scene and the call reason may be identified, for example, by a call text analysis function.

In this case, the specific situation may include, for example, the situation of the customer. As a specific example, when considering responding to an inquiry about insurance procedures, the specific situation may be the situation of the customer, such as whether the customer is the victim of a certain accident or the perpetrator. Such a customer situation can be identified by the call text analysis function, for example, by predefining "inquiry from a victim" and "inquiry from a perpetrator" as scenes. Other examples of customer information include whether or not an accident that is the subject of insurance procedures has occurred.

Note that the layout change conditions and layout change information concrete examples 1 to 6 are merely examples and are not limited to these. Various conditions related to the attributes of the operator and the contents of the call can be adopted as the layout change conditions, and information that indicates the changes to the layout that are good under some index when the layout change conditions are met can be adopted as the layout change information. For example, concrete examples of operator attributes that can be adopted as layout change conditions include whether the operator is a veteran/newcomer, as well as the operator's incoming call number, gender, organization, years of experience, job title, whether or not the operator is teleworking, whether or not the operator is using a free address, etc. Also, concrete examples of call contents that can be adopted as layout change conditions include, for example, the call reason, the scene, inbound/outbound, whether or not the call is an internal line, customer information (telephone number, past responses, etc.), the detection of a specific word, the start time of the call, the time elapsed since the start of the call, etc.

The layout setting file 500 may also include multiple layout change conditions and layout change information corresponding to each of them. For example, if the nth layout change condition is expressed as "layout change condition n" and the corresponding layout change information is expressed as "layout change information n", the layout setting file 500 may be expressed as {(layout change condition n, layout change information n) | n = 1, ..., N}, where N is the number of layout change conditions and layout change information included in the layout setting file 500.

<Support screen display process>
The support screen display process according to this embodiment will be described below with reference to Fig. 4. Here, the support screen display process described below may be executed for each operator terminal 20, for example, at the start of a call with a customer, or may be executed repeatedly in real time during a call with a customer. The following describes a case where a support screen (including a support screen after a layout change) is displayed on the display of a certain operator terminal 20 in real time at the start of a call or during a call.

The layout modification unit 102 refers to the layout setting file 500 and determines whether a certain layout modification condition is satisfied (step S101). In other words, the layout modification unit 102 determines whether any of the layout modification conditions contained in the layout setting file 500 satisfies that condition.

If it is determined in step S101 above that a certain layout change condition is met, the layout change unit 102 instructs the UI provision unit 103 to perform a layout change that includes layout change information that corresponds to the layout change condition (step S102).

Next, the UI providing unit 103 generates a support screen whose layout has been changed to reflect the changes indicated by the layout change information included in the instruction from the layout change unit 102 (step S103). This generates the support screen after the layout change.

On the other hand, if it is not determined in step S101 above that the layout change conditions are met, the UI providing unit 103 determines whether or not it is the start of a call (step S104).

If it is determined in step S104 above that a call has started, the UI providing unit 103 generates a support screen with a default layout (step S105). On the other hand, if it is not determined in step S104 above that a call has started (i.e., a call is in progress), the UI providing unit 103 does nothing. This is because, when a call is in progress, a support screen with a certain layout is already displayed on the display of the operator terminal 20.

Subsequent to step S103 or step S105, the UI providing unit 103 displays the support screen after the layout change or the support screen of the default layout on the display of the operator terminal 20 (step S106). That is, if a support screen after the layout change is generated in step S103, the UI providing unit 103 displays this support screen on the display of the operator terminal 20, whereas if a support screen of the default layout is generated in step S105, the UI providing unit 103 displays this support screen on the display of the operator terminal 20. As a result, the support screen after the layout change or the support screen of the default layout is displayed on the display of the operator terminal 20. Note that, in order to display the support screen on the display of the operator terminal 20, the UI providing unit 103 only needs to transmit information representing the support screen to the operator terminal 20.

<Example of support screen after layout change>
Below, some concrete examples of the support screen after the layout change will be described.

・Example of support screen after layout change 1
It is assumed that the layout setting file 500 is associated with the following layout change conditions and layout change information.

Layout change condition = "Operator is an experienced worker"
Layout change information = "Hide knowledge display column" and "Hide chat display column"
At this time, when the layout change condition is satisfied, a support screen 2000 in which the layout is changed from the default layout is shown in Fig. 5. The knowledge display column 1030 and the chat display column 1050 are not displayed in the support screen 2000 shown in Fig. 5. This is because, in general, if an operator is a veteran, the operator has sufficient knowledge and experience and is therefore considered not to use the knowledge provision function or the chat function.

・Example of support screen after layout change #2
It is assumed that the layout setting file 500 is associated with the following layout change conditions and layout change information.

Layout change condition = "Outbound"
Layout change information = "Hide customer information display column" and "Hide last call summary display column"
At this time, when the layout change condition is satisfied, a support screen 3000 in which the layout is changed from the default layout is shown in Fig. 6. In the support screen 3000 shown in Fig. 6, the customer information display field 1070 and the previous call summary display field 1090 are not displayed. This is because, in sales calls (outbound), calls are mainly made to new customers, and therefore customer information and previous call summaries often do not exist.

・Example 3 of the support screen after the layout change
It is assumed that the layout setting file 500 is associated with the following layout change conditions and layout change information.

Layout change condition = "Specific word detected"
Layout change information = "Show chat display area"
At this time, when the layout change condition is satisfied, a support screen 4000, which is a layout change from the support screen 2000 shown in Fig. 5, is shown in Fig. 7. In the support screen 4000 shown in Fig. 7, the chat display field 1050 is displayed again. This is because even an experienced operator may ask a supervisor for support by chat when a customer makes a complaint or when an event that may lead to a complaint occurs.

・Example 4 of the support screen after the layout change
It is assumed that the layout setting file 500 is associated with the following layout change conditions and layout change information.

Layout change condition = "Internal phone"
Layout change information = "Hide chat display column" and "Hide previous call summary display column" and "Hide knowledge display column" and "Hide important matters display column"
At this time, when the layout change condition is satisfied, a support screen 5000 in which the layout is changed from the default layout is shown in Fig. 8. In the support screen 5000 shown in Fig. 8, the knowledge display column 1030, the important matters display column 1040, the chat display column 1050, and the previous call summary display column 1090 are not displayed. This is because it is considered that customer information, the previous call summary, knowledge, important matters, etc. are not necessary for internal calls regarding internal sales, etc.

・Example 5 of the support screen after the layout change
It is assumed that the layout setting file 500 is associated with the following layout change conditions and layout change information.

Layout change condition = "Customer identity verification scene"
Layout change information = "Highlight customer information display field"
At this time, when the layout change condition is satisfied, a support screen 8000 in which the layout is changed from the default layout is shown in Fig. 9. In the support screen 8000 shown in Fig. 9, the customer information display field 1070 is highlighted. This is because, when the scene during the call is "customer identity verification," it is necessary to refer to the customer information displayed in the customer information display field 1070 and confirm whether the name, address, etc. provided by the customer are correct.

<Modification>
Below, some variations of this embodiment will be described.

Modification 1
In the above embodiment, the layout setting file 500 is configured to associate layout change conditions with layout change information. However, for example, instead of the layout change information, layout information representing the layout after the change may be associated with the layout setting file 500.

Modification 2
In the above embodiment, the case has been described in which the operator terminal 20 is equipped with a web browser, and a support screen represented by information such as HTML, CSS, JavaScript, etc. is generated by the customer service support system 10, but, for example, the support screen may be generated on the operator terminal 20 side. In this case, for example, if it is determined that a layout change condition is satisfied, the customer service support system 10 transmits layout change information corresponding to the layout change condition to the operator terminal 20, and the operator terminal 20 changes the layout of the support screen based on the layout change information.

Modification 3
In the above embodiment, a case was described in which all layout change conditions are determined both at the start of a call and during a call. However, for example, a certain layout change condition may be determined only at the start of a call or during a call.

In this case, for example, a determination flag that takes three values, 0, 1, and 2, may be associated with the layout change condition, and the layout setting file 500 may include a triplet of (layout change condition, layout change information, determination flag). Here, the determination flag may take a value of 0 if the layout change condition is determined only at the start of a call, 1 if the layout change condition is determined only during a call, and 2 if the layout change condition is determined both at the start of a call and during a call.

Modification 4
Since there may be cases where multiple layout change conditions are satisfied at the same time, information indicating a priority (or a priority order) may be associated with each layout change condition. For example, the layout setting file 500 may include a triplet of (layout change condition, layout change information, priority order).

As a result, if multiple layout change conditions are met at the same time, the layout change condition with the highest priority will take precedence, and the layout of the support screen will be changed according to the layout change information associated with it.

Alternatively, when multiple layout change conditions are met simultaneously, the layout of the support screen may be changed in order of priority according to the layout change information corresponding to the layout change conditions. As a result, for example, when the layout change information is to highlight a certain display field, each display field is highlighted in order of priority. As a result, for example, when checking multiple display fields, if the order of checking is important, it is possible to perform highlighting that takes the order of checking into consideration. It is also possible for operators, such as newcomers, to check each display field in an appropriate order of checking.

Modification 5
A support screen with a certain layout may prove useful for an operator with a particular attribute. For example, a support screen with a certain layout may prove useful for a new operator or may be easy to use for an experienced operator. In such a case, the support screen with the certain layout may be used as a template, for example, as a default support screen with the certain attribute.

Modification 6
In the above embodiment, the layout change information is to display or hide a specific display column, or to change the display mode (e.g., highlighting, etc.), but is not limited to this and may be other changes. For example, it may be to change the position of a display column, exchange the position with another display column, increase or decrease the size of a display column, etc.

<Summary>
As described above, in the contact center system 1 according to the present embodiment, the layout of the support screen displayed on the operator terminal 20 of the operator can be changed at the start of a call or in real time (dynamically) during the call, depending on the attributes of the operator, the content of the call, etc. This allows the operator to handle the call while referring to a support screen with an appropriate layout depending on the operator's attributes, the content of the call currently being handled, etc.

The present invention is not limited to the specifically disclosed embodiments above, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims.

Reference Signs List 1 Contact center system 10 Response support system 20 Operator terminal 30 Telephone 40 Supervisor terminal 50 PBX
60 NW switch 70 Customer terminal 80 Communication network 101 Support function providing unit 102 Layout changing unit 103 UI providing unit 201 UI control unit 500 Layout setting file E Contact center environment

Claims

a determination unit configured to determine whether or not to change the layout of a screen displayed on a terminal used by a user who handles telephone correspondence with customers, based on at least one of an attribute of the user and the content of the telephone conversation;
a generation unit configured to generate the screen having a layout according to at least one of the attributes and the call content when it is determined that the layout is to be changed;
A layout change device having the above configuration.
a storage unit configured to store information in which a condition related to at least one of the attribute and the call content is associated with a change content of the layout when the condition is satisfied,
The determination unit is
determining whether the condition is satisfied based on at least one of the attribute and the call content;
If it is determined that the condition is satisfied, it is determined that the layout is to be changed, and if it is determined that the condition is not satisfied, it is not determined that the layout is to be changed;
The generation unit is
The layout modification device according to claim 1 , configured to generate the screen in which the layout is modified according to modification details associated with the conditions when it is determined that the layout is to be modified.
The layout change device according to claim 2, wherein the change is at least one of displaying a display column for functions available on the support screen, hiding the display column, changing the display mode of the display column, and changing the position of the display column.
The attribute is at least one of whether the user is a veteran or a newcomer, the incoming call number, the gender, the organization to which the user belongs, the years of experience, the job title, whether the user is teleworking, and whether the user is using a free address;
The layout change device of any one of claims 1 to 3, wherein the content of the call is at least one of the call reason, the scene, whether the call is inbound or outbound, whether it is an internal line or not, the customer's phone number, the content of the customer's past responses, whether a specific word was detected, the start time of the call, and the elapsed time from the start time of the call.
a determination step of determining whether or not to change the layout of a screen displayed on a terminal used by a user who handles telephone correspondence with customers, based on at least one of an attribute of the user and the content of the telephone conversation;
a generating step of generating the screen having a layout according to at least one of the attributes and the call contents when it is determined that the layout is to be changed;
The computer executes the layout change method.
a determination step of determining whether or not to change the layout of a screen displayed on a terminal used by a user who handles telephone correspondence with customers, based on at least one of an attribute of the user and the content of the telephone conversation;
a generating step of generating the screen having a layout according to at least one of the attributes and the call contents when it is determined that the layout is to be changed;
A program that causes a computer to execute the following.