JP2004355108A - Operator supporting program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an operator supporting program for supporting an operator to make a reply to an inquiry from a customer for allowing the operator to make a reply corresponding to the knowledge level of the customer. <P>SOLUTION: A keyword extracting part 101 extracts a keyword from an inquiry from a customer, and a knowledge level deciding part 103 decides the knowledge level of the customer by using the keyword extracted by the keyword extracting part 101 and a keyword DB102, and a knowledge level adjusting part 105 adjusts the knowledge level of the customer decided by the knowledge level deciding part 103 by using a DB104 for adjustment, and a reply preparing part 107 prepares a reply corresponding to the inquiry from the customer based on the knowledge level of the customer adjusted by the knowledge level adjusting part 105 and a reply contents DB106, and a display part 108 displays a reply prepared by the reply preparing part 107 to an operator. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an operator support program for assisting an operator who answers an inquiry from a customer, and more particularly, eliminates a mismatch between the contents of the inquiry of the customer and the answer of the operator, thereby improving the quality of the operator and the work efficiency of the operator. Operator support program that can
[0002]
[Prior art]
Conventionally, inquiries from customers to a call center have been answered by a call center operator based on their knowledge and experience. However, relying solely on the knowledge and experience of the operator degrades the quality of the inexperienced operator in dealing with customers. Therefore, a conversation script or FAQ (Frequently Asked Questions) system is used in which typical inquiries and answers to those inquiries are identified in advance so that even inexperienced operators can sufficiently respond.
[0003]
Patent Document 1 discloses an operator support system that extracts a keyword from an inquiry from a customer by e-mail or the like, searches a response support database, and attaches a search result of the answer support database to the inquiry from the customer. I have.
[0004]
[Patent Document 1]
JP, 2002-41644, A
[Problems to be solved by the invention]
However, the knowledge level of the customer who inquires the call center varies, and the conversation script and the search results of the answer support database do not take into account the customer's knowledge level. And a mismatch will occur. As a result, there is a problem that the quality of customer service is reduced, the time for customer service is lengthened, and the work efficiency of the entire call center is reduced.
[0006]
That is, if a reply is made to a customer with little knowledge using a lot of technical terms, the customer cannot understand the answer, and therefore needs another explanation for the answer, and the customer response time becomes longer. On the other hand, providing a rudimentary answer to a knowledgeable customer is a redundant explanation for the customer and wastes time.
[0007]
In order to prevent such a mismatch between the customer's knowledge level and the answer content, an experienced operator judges the customer's knowledge level from the content of the customer's inquiry, etc., and makes an answer according to the customer's knowledge level. I have. Therefore, there is a problem that merely providing a conversation script or an answer support database without considering the customer's knowledge level cannot sufficiently support an inexperienced operator.
[0008]
SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems caused by the prior art, and eliminates a mismatch between the contents of a customer inquiry and the contents of an operator's answer, thereby improving the quality of a customer's response to a customer and work efficiency. It is an object of the present invention to provide an operator support program capable of performing the following.
[0009]
[Means for Solving the Problems]
In order to solve the above-mentioned problems and achieve the object, the present invention is an operator support program for supporting an operator who answers an inquiry from a customer, the knowledge level determination being for determining the customer's knowledge level from the contents of the inquiry. The computer is made to execute a procedure and an answer creation procedure for creating an answer to the inquiry based on the knowledge level determined by the knowledge level determination procedure.
[0010]
According to the present invention, the knowledge level of the customer is determined from the content of the inquiry, and the answer to the inquiry is created based on the determined knowledge level. Therefore, there is a mismatch between the content of the inquiry of the customer and the answer content of the operator. Therefore, the quality of the customer service and the operational efficiency of the operator can be improved.
[0011]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, preferred embodiments of an operator support program according to the present invention will be described in detail with reference to the accompanying drawings. In this embodiment, a description will be given mainly of a case where the present invention is applied to a telephone inquiry from a customer regarding a personal computer.
[0012]
First, the configuration of the operator support program according to the present embodiment will be described. FIG. 1 is a functional configuration diagram showing the configuration of the operator support program according to the present embodiment. As shown in the figure, the operator support program 100 includes a keyword extraction unit 101, a keyword DB 102, a knowledge level determination unit 103, an adjustment DB 104, a knowledge level adjustment unit 105, an answer content DB 106, an answer creation It has a unit 107, a display unit 108, a response time measuring unit 109, a knowledge level correcting unit 110, and a control unit 111.
[0013]
The keyword extracting unit 101 is a processing unit that extracts a keyword from an inquiry about a personal computer by a telephone call from a customer using a voice recognition technology. The keyword extracted by the keyword extracting unit 101 determines the knowledge level of the customer. Used to
[0014]
The keyword DB 102 is a storage unit that stores a score of a keyword used for determining a customer's knowledge level. The higher the score of a keyword, the higher the knowledge level of the customer who used the keyword for inquiring.
[0015]
FIG. 2 is a diagram illustrating an example of the keyword DB 102. As shown in the figure, the keyword DB 102 stores a keyword and a score in association with each keyword.
[0016]
For example, the score of a keyword such as "Internet", "screen", "power", "BIOS" is "1", and the score of "function key", "Bios" or the like is "4". In other words, scores for keywords such as "Internet", "screen", "power", etc. that even beginners of PCs know are low, and keywords for "function keys", "BIOS", etc. Points are higher.
[0017]
Also, those who read "BIOS" as "BIOS" are considered beginners, so the score of "BIOS" is low as "1", and those who read "BIOS" as "BIOS" are thought to be familiar with PCs. The score of "Bios" is as high as "4".
[0018]
The knowledge level determination unit 103 is a processing unit that determines the customer's knowledge level using the keywords extracted from the customer inquiry by the keyword extraction unit 101 and the keyword DB 102. Specifically, the knowledge level determination unit 103 calculates the score of each keyword extracted from the inquiry of the customer by using the keyword DB 102, sums up the scores of the obtained keywords, and determines the knowledge level of the customer based on the total score. Is determined.
[0019]
The knowledge level determination unit 103 determines the customer's knowledge level based on the keyword extracted from the customer's inquiry, so that the operator support program 100 can create an answer that matches the customer's knowledge level.
[0020]
The adjustment DB 104 is a storage unit that stores knowledge level adjustment values for raising and lowering the customer's knowledge level for a specific combination of keywords. FIG. 3 is a diagram illustrating an example of the adjustment DB 104. As shown in the figure, the adjustment DB 104 stores a combination of a specific keyword and a knowledge level adjustment value for each combination of the specific keywords.
[0021]
For example, when three keywords of “floppy disk”, “CD-ROM drive”, and “do not enter” are extracted from the inquiry of the customer, the knowledge level of the customer determined by the knowledge level determination unit 103 is “1”. "I can lower it.
[0022]
That is, when three keywords of "floppy disk", "CD-ROM drive", and "do not enter" are extracted, this is a case where the customer is "trying to insert a floppy disk into the CD-ROM drive". Is considered low, the customer's knowledge level is reduced by "1".
[0023]
Further, when three keywords of “startup”, “F2 key”, and “setting screen” are extracted from the inquiry of the customer, the knowledge level of the customer determined by the knowledge level determination unit 103 is increased by “1”. Can be
[0024]
In other words, when three keywords of “at startup”, “F2 key”, and “setting screen” are extracted from the inquiry of the customer, the customer knows the operation of calling the BIOS screen (pressing the F2 key at startup). In this case, the customer's knowledge level is considered to be high, so the customer's knowledge level is raised by "1".
[0025]
The knowledge level adjusting unit 105 is a processing unit that adjusts the knowledge level of the customer determined by the knowledge level determining unit 103 by using the adjustment DB 104 to raise or lower. Specifically, the keyword stored in the adjustment DB 104 Is determined in the inquiry of the customer, and if there is a combination of keywords, the knowledge level is raised or lowered by the value of the knowledge level adjustment value.
[0026]
The knowledge level adjusting unit 105 adjusts the customer's knowledge level determined by the knowledge level determining unit 103, so that the customer's knowledge level can be more accurately determined.
[0027]
The answer content DB 106 is a storage unit that stores answers to customer inquiries. FIG. 4 is a diagram illustrating an example of an answer stored in the answer content DB 106. As shown in the figure, the answer content DB 106 stores an answer for each combination of keywords for each customer knowledge level.
[0028]
For example, for a combination of the keywords “power”, “self”, and “enter”, if the customer's knowledge level is “1”, the answers are “Do you know about BIOS?”, “BIOS”. Means, press the F2 key at startup to confirm the BIOS settings "and" The F2 key is the third key from the top left of the keyboard ".
[0029]
The answer creating unit 107 is a processing unit that creates an answer to a customer inquiry using the knowledge level adjusted by the knowledge level adjusting unit 105 and the answer content DB 106.
[0030]
Specifically, if the combination of keywords stored in the answer content DB 106 is among the keywords extracted from the customer inquiry, the answer creation unit 107 determines that the knowledge level matches the combination of the keywords. The answer to be taken is taken out from the answer content DB 106.
[0031]
The answer creation unit 107 extracts an answer corresponding to the knowledge level from the answer content DB 106 using the knowledge level adjusted by the knowledge level adjustment unit 105, so that the operator support program 100 provides an answer that matches the knowledge level of the customer. Can be provided to the operator.
[0032]
The display unit 108 is a processing unit that displays the answer created by the answer creating unit 107 to the operator. The operator makes an answer to the inquiry of the customer based on the answer displayed on the display unit 108.
[0033]
The response time measuring unit 109 is a processing unit that measures the response time from when the operator responds to the customer inquiry until the customer responds. Generally, if the customer cannot understand the operator's answer, the customer's response to the operator's answer will be slow. Therefore, the response time measuring unit 109 measures the response time as data for determining whether or not the customer has understood the answer of the operator.
[0034]
The knowledge level correction unit 110 is a processing unit that corrects the customer's knowledge level based on the response time measured by the response time measurement unit 109. When the response time is equal to or more than a predetermined value, the knowledge level correction unit 110 changes the customer's knowledge level. Lower.
[0035]
The knowledge level correcting unit 110 corrects the customer's knowledge level based on the response time measured by the response time measuring unit 109, so that the customer's knowledge level can be more accurately determined through dialogue with the customer. .
[0036]
The control unit 111 is a processing unit that controls the entire operator support program 100. Specifically, the control unit 111 performs control transfer between the functional units and data transfer between the functional units and the storage unit.
[0037]
Next, a processing procedure of the operator support program 100 according to the present embodiment will be described. FIG. 5 is a flowchart showing a processing procedure of the operator support program 100 according to the present embodiment.
[0038]
As shown in the figure, in the operator support program 100, the keyword extraction unit 101 extracts a keyword from a customer inquiry (step S501), and the knowledge level determination unit 103 and the keyword extracted by the keyword extraction unit 101 and the keyword DB 102 Is used to determine the customer's knowledge level (step S502).
[0039]
Then, the knowledge level adjusting unit 105 adjusts the customer's knowledge level determined by the knowledge level determining unit 103 using the adjustment DB 104 (step S503), and the answer creating unit 107 adjusts the knowledge adjusted by the knowledge level adjusting unit 105. An answer to the inquiry of the customer is created using the level and the answer content DB 106 (step S504).
[0040]
Then, the display unit 108 displays the answer created by the answer creating unit 107 to the operator (step S505). When the operator answers the customer based on the answer displayed by the display unit 108, the response time measuring unit 109 Is measured (Step S506), and the knowledge level correcting unit 110 corrects the customer's knowledge level based on the response time measured by the response time measuring unit 109 (Step S507).
[0041]
Then, while the inquiry of the customer continues (No at Step S508), the operator support program 100 returns to Step S501 to extract the keyword from the inquiry of the customer, and when the inquiry of the customer is completed (Step S508). , Affirmative), and terminate the process.
[0042]
Next, a computer system that executes the operator support program according to the present embodiment will be described. FIG. 6 is a diagram showing a computer system that executes the operator support program 100 according to the present embodiment.
[0043]
As shown in the figure, the computer system 200 includes a main body 201, a display 202 for displaying information on a display screen 202a according to an instruction from the main body 201, and a computer for inputting various information to the computer system 200. A keyboard 203, a mouse 204 for specifying an arbitrary position on a display screen 202a of a display 202, a LAN interface connected to a local area network (LAN) 206 or a wide area network (WAN), and a public line 207 such as the Internet. And a modem 205 to be connected. Here, the LAN 206 connects other computer systems (PC) 211, the server 212, the printer 213, and the like to the computer system 200.
[0044]
FIG. 7 is a functional block diagram showing the configuration of a main body 201 shown in FIGS. 7 and 6. As shown in the figure, the main body 201 includes a CPU 221, a RAM 222, a ROM 223, a hard disk drive (HDD) 224, a CD-ROM drive 225, an FD drive 226, an I / O interface 227, a LAN Interface 228.
[0045]
The operator support program 100 executed in the computer system 200 is stored in a portable storage medium such as a floppy disk (FD) 208, a CD-ROM 209, a DVD disk, a magneto-optical disk, or an IC card. And installed in the computer system 200.
[0046]
Alternatively, the operator support program 100 includes a database of the server 212 connected via the LAN interface 228, a database of another computer system (PC) 211, a database of another computer system connected via the public line 207, and the like. And read from these databases and installed in the computer system 200.
[0047]
The operator support program 100 is stored in the HDD 224, and is executed by the CPU 221 using the RAM 222, the ROM 223, and the like.
[0048]
As described above, in the present embodiment, the keyword extraction unit 101 extracts a keyword from an inquiry of a customer, and the knowledge level determination unit 103 uses the keyword extracted by the keyword extraction unit 101 and the keyword DB 102 to search for a customer. The knowledge level is determined, the knowledge level adjustment unit 105 adjusts the customer's knowledge level determined by the knowledge level determination unit 103 using the adjustment DB 104, and the answer creation unit 107 determines the customer adjusted by the knowledge level adjustment unit 105. The answer to the customer's inquiry is created based on the knowledge level of the answer and the answer content DB 106, and the display unit 108 displays the answer created by the answer creating unit 107 to the operator. Answers can be tailored to improve the quality of answers and work efficiency. Kill.
[0049]
Further, in the present embodiment, the response time measuring unit 109 measures the response time of the customer to the response of the operator, and the knowledge level correcting unit 110 determines the knowledge level of the customer based on the response time measured by the response time measuring unit 109. Is corrected, the customer's knowledge level can be more accurately determined through dialogue with the customer.
[0050]
In this embodiment, the case where the customer's knowledge level is determined using the keyword DB 102 shown in FIG. 2 has been described. However, the customer's knowledge level can be determined using other data. .
[0051]
For example, FIG. 8 is a diagram illustrating another example of the keyword DB. As shown in the figure, the keyword DB stores a keyword and a knowledge level in association with each other for each keyword. By using such a keyword DB, the knowledge level of the keyword extracted from the inquiry of the customer can be checked, and the knowledge level with the largest number of keywords can be determined as the knowledge level of the customer.
[0052]
Further, in the present embodiment, a case has been described in which an answer suitable for the customer's knowledge level is created using the answer content DB 106 shown in FIG. 4, but the answer may be created using other data. it can. For example, the text of the answer and the knowledge level are associated with the combination of the keywords, and the text of the answer is stored as an answer content DB for each text of the answer, and the text of the knowledge level that matches the knowledge level of the customer is extracted from the answer content DB. You can also create an answer.
[0053]
Further, in the present embodiment, a case has been described in which all the functional units are executed by the same computer, but a part of the functional units shown in FIG. 1 may be executed by another computer.
[0054]
For example, the display unit 108 shown in FIG. 1 can be executed by a personal computer arranged in an operator, and other functional units can be executed by a server, and the server can support a plurality of operators.
[0055]
Further, in the present embodiment, a case has been described in which an operator who answers an inquiry from a customer by telephone is supported. However, the present invention is not limited to this, and the customer makes an inquiry using e-mail or the like. The same can be applied to the case.
[0056]
(Supplementary Note 1) An operator support program for assisting an operator who answers an inquiry from a customer,
A knowledge level determination procedure for determining a customer's knowledge level from the contents of the inquiry;
An operator support program for causing a computer to execute an answer creation procedure for creating an answer to the inquiry based on the knowledge level determined by the knowledge level determination procedure.
[0057]
(Supplementary note 2) The computer further executes a knowledge level adjustment procedure for adjusting the knowledge level determined by the knowledge level determination procedure, and the answer creation procedure uses the knowledge level adjusted by the knowledge level adjustment procedure to answer. The operator assistance program according to Supplementary Note 1, wherein the operator assistance program is created.
[0058]
(Supplementary Note 3) The computer further executes a knowledge level modification procedure for modifying the customer's knowledge level based on the customer's response to the response made by the operator to the customer using the answer created by the answer creation procedure. The operator support program according to Supplementary Note 1 or 2.
[0059]
(Supplementary note 4) The operator assistance program according to Supplementary note 1 or 2, wherein the knowledge level determination procedure extracts a keyword from the contents of the inquiry and determines a customer's knowledge level based on the extracted keyword.
[0060]
(Supplementary note 5) The operator assistance according to Supplementary note 2, wherein the knowledge level adjustment procedure adjusts the knowledge level determined by the knowledge level determination procedure based on a combination of keywords extracted from the contents of the inquiry. program.
[0061]
(Supplementary Note 6) The knowledge level correction procedure is based on the response time from when the operator answers the customer by telephone using the answer created by the answer creation procedure until the customer gets a response. 3. The operator support program according to claim 3, wherein
[0062]
(Supplementary Note 7) An operator support device for assisting an operator who answers an inquiry from a customer,
A knowledge level determining means for determining a customer's knowledge level from the content of the inquiry;
An operator support device, comprising: answer creating means for creating an answer to the inquiry based on the knowledge level determined by the knowledge level determining means.
[0063]
(Supplementary Note 8) The apparatus further comprises knowledge level adjusting means for adjusting the knowledge level determined by the knowledge level determining means, and the answer creating means creates an answer using the knowledge level adjusted by the knowledge level adjusting means. An operator assistance device according to claim 7, wherein
[0064]
(Supplementary Note 9) An operator support method for assisting an operator who answers an inquiry from a customer,
A knowledge level determination step of determining a customer's knowledge level from the contents of the inquiry;
An answer creation step of creating an answer to the inquiry based on the knowledge level determined in the knowledge level determination step.
[0065]
(Supplementary Note 10) The method further includes a knowledge level adjusting step of adjusting the knowledge level determined in the knowledge level determining step, and the answer creating step creates an answer using the knowledge level adjusted in the knowledge level adjusting step. 19. The operator assistance method according to claim 9, wherein
[0066]
【The invention's effect】
As described above, according to the present invention, the knowledge level of the customer is determined from the content of the inquiry, and a response to the inquiry is created based on the determined knowledge level. This eliminates a mismatch between the contents and the effect of improving the quality of an operator's response to customers and the work efficiency.
[Brief description of the drawings]
FIG. 1 is a functional configuration diagram showing a configuration of an operator support program according to the present embodiment.
FIG. 2 is a diagram illustrating an example of a keyword DB.
FIG. 3 is a diagram illustrating an example of an adjustment DB.
FIG. 4 is a diagram showing an example of an answer stored in an answer content DB.
FIG. 5 is a flowchart showing a processing procedure of an operator support program according to the present embodiment.
FIG. 6 is a diagram showing a computer system that executes an operator support program according to the present embodiment.
FIG. 7 is a functional block diagram showing a functional configuration of a main unit shown in FIG. 6;
FIG. 8 is a diagram showing another example of the keyword DB.
[Explanation of symbols]
100 Operator Support Program 101 Keyword Extraction Unit 102 Keyword DB
103 Knowledge level determination unit 104 Adjustment DB
105 Knowledge level adjustment unit 106 Answer contents DB
107 Answer creation unit 108 Display unit 109 Response time measurement unit 110 Knowledge level correction unit 111 Control unit 200 Computer system 201 Main unit 202 Display 202a Display screen 203 Keyboard 204 Mouse 205 Modem 206 LAN
207 Public line 208 Floppy disk 209 CD-ROM
211 PC
212 server 213 printer 221 CPU
222 RAM
223 ROM
224 Hard disk drive 225 CD-ROM drive 226 Floppy disk drive 227 I / O interface 228 LAN interface

Claims (5)

An operator assistance program that assists an operator in answering inquiries from customers,
A knowledge level determination procedure for determining a customer's knowledge level from the contents of the inquiry;
An operator support program for causing a computer to execute an answer creation procedure for creating an answer to the inquiry based on the knowledge level determined by the knowledge level determination procedure. Causing the computer to further execute a knowledge level adjustment procedure for adjusting the knowledge level determined by the knowledge level determination procedure; and forming the answer using the knowledge level adjusted by the knowledge level adjustment procedure. The operator support program according to claim 1, wherein: The computer further executes a knowledge level modification procedure of modifying a customer's knowledge level based on a customer's response to an answer given to the customer by an operator using the answer created by the answer creation procedure. 3. The operator support program according to 1 or 2. 3. The computer-readable storage medium according to claim 1, wherein the knowledge level determination step extracts a keyword from the contents of the inquiry and determines a customer's knowledge level based on the extracted keyword. 4. The computer-readable storage medium according to claim 2, wherein the knowledge level adjustment procedure adjusts the knowledge level determined by the knowledge level determination procedure based on a combination of keywords extracted from the contents of the inquiry.

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