JP2006134177A - Response support device, response support method and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a response support device, a response support method and a program, by which a supporter may efficiently respond by objectively determining a user skill level and his or her confidence in a short period of time. <P>SOLUTION: The response support device, by which the supporter responds to a user who is asking an inquiry via a communication means, comprises a memory means for storing a standard time of the supporter for hearing from the user an answer to a question not requiring any specific knowledge; a memory means for storing a specific time for responding a specific inquiry item to be spent for the supporter to hear from the user an answer to a question requiring the specific knowledge; and a calculating means to calculate and store the user skill level by normalizing the specific time for responding the specific inquiry item and by using a normalized value base on the standard time. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

The present invention relates to a response support apparatus, a response support method, and a program for providing smooth support when an operator supports a user via a telephone or the like at a customer support center or the like.

  In recent years, various advanced devices have been available in the market, starting with personal computers, and the call center, which is a consultation office for companies, constantly receives inquiries from users regarding the handling of devices and services.

  In the call center, in order to respond to inquiries from users, many operators having a wide range of expertise about products and services handled by the company are deployed and dealt with.

  Operators are tasked with handling many inquiries in a short time, so they need to be able to quickly determine the skill level of individual users and the problems they are having and respond appropriately. However, there is a heavy burden on the operator, such as having to deal with moderate stool.

  In particular, in order to determine the skill level of the user who made the inquiry call within a limited time, there is no clear index, relying solely on the operator's intuition, and the terms used when reporting the problem situation of the user Each operator makes a subjective judgment based on the difficulty level and the accuracy of the response.

  For this reason, new operators who cannot judge the skill level often use terms that are too difficult for the user, and there is a problem that the speed of speaking is too fast and the user feels uneasy.

When determining a user's skill level, as a conventional example, a method is known in which question items are prepared in advance and the user's skill level is determined according to the content of the answer (for example, see Patent Document 1).
JP 2002-258736 A

  However, asking a user who is inquiring for the purpose of solving a question or trouble to ask a new question to measure the skill level is burdensome for the operator and may cause discomfort to the user. There is a problem.

  In addition, the operator needs to respond without harming the user's feelings. In particular, when the user is worried about his / her skill, a response that gives confidence is desired. On the other hand, there is a problem that putting a word that encourages users who are confident in their skills may hurt pride.

The present invention provides an answering support apparatus, an answering support method, and a program that can objectively determine a user's skill level and confidence in a short period of time, thereby enabling a supporter to respond efficiently. It is intended.

The present invention relates to a response time required for a supporter to answer an answer to a question that does not require specialized knowledge in a response support apparatus that is supported by a supporter who has received an inquiry from a user via a communication means. A reference time storage means for storing a certain reference time in a memory, and a special item response time, which is a response time required for a supporter to hear an answer to a question that requires specialized knowledge, is stored in the memory. A response support apparatus having specialized item response storage means, and skill level calculation means for calculating a user skill level using a value obtained by normalizing the special item response time based on the reference time and storing it in a memory is there.

According to the present invention, it is possible to objectively determine a user's skill level and confidence in a short time, thereby producing an effect that a supporter can respond efficiently.

  The best mode for carrying out the invention is the following examples.

  FIG. 1 is a block diagram illustrating a response support apparatus 100 that is Embodiment 1 of the present invention.

  The response support apparatus 100 is an apparatus that supports the operator by displaying the skill of the user who inquired of the call center.

  When humans are asked questions about information that is taken for themselves (for example, basic information such as name and address), they can answer immediately without hesitation, but there are questions that require specialized knowledge and questions that are difficult for users. When it is made, it tends to take time to remember, and it tends to take time to reply, such as by listening to an unknown term. The response support apparatus 100 has been made paying attention to this tendency.

  In the following description, a user who makes an inquiry to the call center is simply referred to as a “user”, and a supporter who supports the user is referred to as an “operator”.

  Usually, in the call center reception, after receiving a call from the user, the call center responds along the following steps (1) to (4).

(1) Reference item question phase Reference question items such as user information (name, telephone number, etc.) are asked from the operator to the user. The “reference question item” is a question item that does not require specialized knowledge and can be answered without hesitation by the user, and may not be a question item related to user information.

(2) Specialized item question phase A question about a special item that requires a certain level of specialized knowledge is asked from the operator to the user. The “specialized item” is, for example, the OS used, the application used, and the like in the case of a call center that receives computer troubles.

(3) Problem situation identification phase The trouble situation encountered by the user is explained to the operator.

(4) Elucidation of the cause of the trouble The operator instructs the user to perform the operation and performs recovery / confirmation work.

  Usually, in the steps (1) and (2), items to be asked by the operator to the user are determined in advance, the user answers in a question-and-answer manner, and the operator proceeds according to the manual. You can respond in a short time.

  On the other hand, in the processes (3) and (4), since the contents of the declaration from the user are various, it cannot be processed according to the manual, and most of the response time is the processes (3) and (4). Is spent on.

  The response support apparatus 100 determines the skill level and confidence of the user based on the time required for the processes (1) and (2), and displays it to the operator. It is expected that the response in the processes (3) and (4) will be smooth according to the determined skill level.

  Since process (1) does not require any special background knowledge, the user should be able to answer immediately. Therefore, the time spent for the process (1) is set as the reference time.

  That is, the “reference time” is a response time required for the supporter to hear an answer to a question that does not require specialized knowledge. This reference time depends on the speaking speed of each individual user, but does not depend on the skill level of the user's computer.

  On the other hand, since the process (2) is a question related to the computer, the time required for the response is related not only to the user's speaking speed but also to the user's computer skill level. For example, when the user asks "What is the OS being used?" And asks again without knowing what the OS is, the time taken for the process (2) becomes longer. The time spent in the process (2) is referred to as “special item response time”. In other words, the “specialized item response time” is the response time required for the supporter to hear the answer to the question that requires special knowledge from the user.

  A value obtained by normalizing the specialized item response time with the reference time is an index representing the skill of the user. The above-mentioned “value obtained by normalizing specialized item response time with reference time” is, for example, specialized item response time ÷ reference time, or specialized item response time−reference time.

  The response support apparatus 100 includes a time acquisition unit 1, a time recording unit 2, a processing unit 3, and an output unit 4.

  Based on the operation of an input device such as a keyboard / mouse, the time acquisition unit 1 responds to a response start time, a time at which the response to the reference item question phase ends (reference question phase end time), and a time at which the specialized item question phase ends ( The specialized item question phase end time) is acquired and transmitted to the time recording unit 2.

  Prepare a "response start button", "standard response end button", "specialized item response end button" in advance, obtain the time when the operator pressed the button during the response from the clock built in the computer, The time may be sequentially transmitted to the time recording unit 2 as the reception time, and after the reception, the input of the numerical value directly by using an input device such as a keyboard may be acquired. There is no limitation on the timing and form of reception.

  In addition, the number of questions to be asked in each question phase of the reference items and specialized items may be one or more, and the time when the questions of all the reference items are finished shall be the reference item question phase end time. Can do.

  The time recording unit 2 receives and records the response start time, the reference item question phase end time, and the specialized item question phase end time from the time acquisition unit 1.

  Further, the time obtained by subtracting the response start time from the reference item question phase end time is recorded as the “reference time”. That is, the standard speed spoken by each user is regarded as the reference time.

  The time received from the time acquisition unit 1 and the time obtained by subtracting the reference item question phase end time from the special item question phase end time is recorded as the “special item response time”.

  In addition, the reference item question phase end time is the specialized item question phase start time here, but the “special item answer start button” is prepared, and the time when this button is pressed is the specialized item question phase start time. The specialized item question phase start time is obtained by receiving a signal input using an input device such as a keyboard and acquiring the time using the input device as the specialized item question phase start time. The time obtained by subtracting the specialized item question phase start time from the specialized item question phase end time may be grasped as the specialized item response time.

  That is, the time acquisition unit 1 and the time recording unit 2 store a reference time, which is a response time required for the supporter to hear an answer to a question that does not require specialized knowledge, in a memory. An example of a specialized item response storage means that stores, in a memory, a specialized item response time, which is an example of a means, and a response time required for a supporter to hear an answer to a question that requires specialized knowledge from a user It is.

  The processing unit 3 is an example of a skill level calculation unit that calculates the skill level of the user using a value obtained by normalizing the specialized item response time based on the reference time and stores the skill level in a memory.

  FIG. 2 is a diagram illustrating an example of time recorded by the time recording unit 2 according to the first embodiment.

  The processing unit 3 calculates the skill level of the user based on the reference time received from the time recording unit 2 and the specialized item response time.

  As a method for calculating the skill level of the user based on the reference time and the specialized item response time, for example, the following method (calculation formula) can be considered.

  Note that it is not necessary to limit to the following method (calculation formula) as long as the index is based on the reference time and the specialized item response time is used to determine the skill of the user.

Specialized item response time ÷ reference time,
Specialized item response time-reference time,
(Special item response time ÷ reference time)-(reference time ÷ reference item number of questions),
(Specialized item response time ÷ reference time) ÷ (reference time ÷ reference item number of questions).

  The processing unit 3 transmits the calculated skill level to the output unit 4.

  The output unit 4 outputs the skill level received from the processing unit 3 to a display device such as a computer display.

  FIG. 3 is a flowchart illustrating the operation of the first embodiment.

  First, after the response is started, the time acquisition unit 1 acquires the response start time based on the operation of the input device, transmits the acquired response start time to the time recording unit 2, and records it in the time recording unit 2. (S1).

  Next, the time acquisition unit 1 acquires the reference item question phase end time based on the operation of the input device, transmits the acquired reference item question phase end time to the time recording unit 2, and the time recording unit 2 (S2).

  Then, the time acquisition unit 1 acquires the special item question phase end time, transmits the acquired special item question phase end time to the time recording unit 2, and records it in the time recording unit 2 (S3).

  At this time, the reference item question phase end time−the special item question start time (that is, the time required for the reference item question phase) is used as the reference time, and the special item question phase end time−the reference item question phase end time (that is, the special item Time required for the item question phase) is calculated as the response time for specialized items. The obtained reference time and specialized item response time may be recorded in the time recording unit 2 as shown in FIG. 2, or may not be recorded.

  Thereafter, the processing unit 3 receives the specialized item question start time, the reference item question phase end time, and the specialized item question phase end time from the time recording unit 2, and obtains the reference time and the specialized item response time. Based on the reference time and the specialized item response time, the skill level of the user is calculated (S4).

Then, the output unit 4 outputs the skill level of the user received from the processing unit 3 to the display device (S5).

  FIG. 4 is a block diagram showing a reception support apparatus 200 that is Embodiment 2 of the present invention.

  The response support apparatus 200 shows a configuration capable of supporting the operator by displaying the confidence of the user who has inquired of the call center.

  The configuration shown in the figure is the same as that of the first embodiment except for the processing unit 3, the reception reception unit 5, and the voice volume recording unit 6, and therefore only the differences from the first embodiment will be described.

  The reception call receiving unit 5 receives the reception call between the user and the operator and transmits it to the processing unit 3.

  The processing unit 3 receives the specialized item question start time, the reference item question phase end time, and the specialized item question phase end time from the time recording unit 2, receives the answering call from the answering call receiving unit 5, and based on them, Calculate the user's confidence level.

  Based on the time received from the time recording unit 2, the processing unit 3 first calculates the average voice volume of the user within the reference time from the answering call, and records it as the reference voice volume in the voice volume recording unit 6. Similarly, based on the time received from the time recording unit 2, the average voice volume of the user within the specialized item response time is calculated and recorded in the voice volume recording unit 6 as the specialized item average voice volume.

  Next, the user's confidence level is determined based on the specialized item average voice volume and the reference voice volume. For example, if the user is not confident in the specialized item, the user's voice volume should be smaller than when answering the reference item. On the other hand, when the user is confident about the specialized item or is not particularly uneasy, the specialized item average voice volume and the reference voice volume are expected to be approximately equal.

  Therefore, the following can be considered as an index representing the confidence level. The index is not limited to the following as long as the index satisfies the above.

Specialized item average voice volume ÷ standard voice volume,
Specialized item average voice volume-reference voice volume.

  In the response support apparatus 200, the time recording unit 2 is not essential.

That is, the time acquisition unit 1, the time recording unit 2, the answering call receiving unit 5, the processing unit 3, and the voice volume recording unit 6 are necessary for the supporter to hear an answer to a question that does not require specialized knowledge. It is an example of a reference time voice volume measuring means for measuring a voice volume of a reference time which is a voice volume of a user's voice within a reference time which is a response time and storing it in a memory.
The processing unit 3 and the voice volume recording unit 6 are examples of reference voice volume storage means for storing, in a memory, a reference voice volume that is an average value of the measured voice volumes within the reference time.
The time acquisition unit 1, the time recording unit 2, the answering call receiving unit 5, the processing unit 3, and the voice volume recording unit 6 are the response times required for the supporter to hear answers to questions that require specialized knowledge. This is an example of the specialized item response time voice volume measuring means that measures the voice volume of the specialized item response time that is the voice volume of the user's voice within the specialized item response time and stores it in the memory.

  The processing unit 3 and the voice volume recording unit 6 are examples of specialized item voice volume storage means for storing in the memory the specialized item voice volume that is the average value of the measured specialized item response time voice volume.

  The processing unit 3 is an example of a confidence calculation unit that calculates the user's confidence in the specialized item using a value obtained by normalizing the specialized item voice amount based on the reference voice amount and stores the confidence in the memory.

  Next, the operation of the response support apparatus 200 will be described.

  FIG. 5 is a flowchart showing the operation of the response support apparatus 200.

  Steps S1, S2, S3, S4, and S5 are the same as the steps shown in FIG.

  After recording the specialized item question start time in the time recording unit 2 (S1), the processing unit 3 measures the average voice volume of the user (S11).

  After recording the reference item question phase end time in the time recording unit 2 (S2), the processing unit 3 receives the specialized item question start time and the reference item question phase end time from the time recording unit 2 and is answering a call. The answering call receiving unit 5 receives the average voice volume of the user at the reference time, and the processing unit 3 calculates the received average voice volume and records it as the “reference voice volume” in the voice volume recording unit 6 (S21). Then, the processing unit 3 measures the average voice volume of the user (S22).

  After the special item question phase end time is recorded in the time recording unit 2 (S3), the processing unit 3 receives the reference item question phase end time and the special item question phase end time from the time recording unit 2, and the processing unit 3 calculates the average voice volume of the user during the received specialized item answering time during the received answering call, and records it in the voice volume recording unit 6 as the “special item average voice volume” (S31).

  After that, the processing unit 3 receives the reference voice volume and the specialized item average voice volume from the voice volume recording unit 6, and the calculation method for calculating the confidence level based on these values is as described above (S4).

  The output unit 4 outputs the user's own level received from the processing unit 3 to the display device (S5).

  When measuring the average voice volume of the user, for example, the voice data received by the answering call receiving unit 5 is determined to have a volume having a volume equal to or higher than a predetermined threshold as “speech”, and the voice volume of the determined “speech” part. Is integrated within the predetermined time, and the time of the "speech" part is integrated within the predetermined time, so that the sum of the instantaneous values of the volume of the "speech" part within that time and the "speech" part Then, the average voice volume of the user can be measured by dividing the sum of the instantaneous values of the obtained voice volume by the total time.

  Moreover, you may make it calculate the average voice volume in all the time including the silence time within predetermined time as a user's average voice volume, regardless of whether the user is speaking.

  At this time, if it is necessary to separate the user's voice and the operator's voice, the operator's microphone output signal is monitored, and if the output signal exceeds a predetermined threshold, the above integration is interrupted. Thus, the average voice volume of only the user's voice can be measured.

  When obtaining the reference voice volume, the average voice volume of the user is measured by the above method within the period from the time when the reference item question start time is acquired to the time when the reference item question phase end time is acquired. The average voice volume is defined as “reference voice volume”.

  When calculating the specialized item average voice volume, the average voice volume of the user is measured by the above method within the period from the time when the reference item question phase end time is acquired to the time when the expert item question phase end time is acquired. The calculated average voice volume is defined as “special item average voice volume”.

Moreover, you may make it combine Example 1 which calculates a user's skill level, and Example 2 which calculates a user's confidence.

  FIG. 6 is a block diagram showing a reception support apparatus 300 that is Embodiment 3 of the present invention.

  The response support device 300 is a device that can receive the response start time, the reference start time, and the specialized start time without any additional trouble of the operator.

  The response support apparatus 300 is an apparatus in which an inquiry history receiving unit 7 is added to the response support apparatus 100.

  The inquiry history receiving unit 7 receives the inquiry contents received by the operator from the user during the response and the contents entered by the operator.

  FIG. 7 is a diagram illustrating an interface example of the inquiry history receiving unit 7 in the third embodiment.

  FIG. 7 (1) shows reference items, FIG. 7 (2) shows specialized items, FIG. 7 (3) shows problem situations, and FIG. 7 (4) shows trouble cause elucidation.

  The time when the reference item shown in FIG. 7 (1) starts to be entered is the response start time, and the time when the entry of the reference item is completed and the cursor moves to the specialized item is the reference item question phase end time.

  Similarly, after the cursor moves to the special item shown in FIG. 7 (2), the special item shown in FIG. 7 (2) is finished, and the inquiry content part in the problem situation shown in FIG. The time when the cursor moves can be set as the specialized item question phase end time.

  Similarly to the case of the first embodiment, the number of items to be questioned in each question phase of the reference item and the specialized item may be one or plural.

  Next, the operation of the response support apparatus 300 will be described.

  FIG. 8 is a flowchart showing the operation of the response support apparatus 300.

  S4 and S5 are the same as the operations in the response support apparatus 300.

  First, the inquiry history receiving unit 7 transmits a trigger signal instructing acquisition of time to the time acquisition unit 1 at the timing when the inquiry history starts to be received. The time acquisition unit 1 acquires the time and records it in the time recording unit 2 as a response start time in synchronization with the trigger signal (S41).

  Then, the inquiry history receiving unit 7 sends a trigger signal instructing time acquisition at the timing when the cursor moves from the reference item shown in FIG. 7 (1) to the specialized item shown in FIG. 7 (2). 1 to send. The time acquisition unit 1 acquires the time, transmits it to the time recording unit 2 as the reference item question phase end time, and records it in the time recording unit 2 (S42).

  After that, the inquiry history receiving unit 7 generates a trigger signal for instructing time acquisition at the timing when the cursor moves from the specialized item shown in FIG. 7 (2) to the inquiry content part shown in FIG. 7 (3). Transmit to the acquisition unit 1. The time acquisition unit 1 acquires the time, transmits it to the time recording unit 2 as the specialized item question phase end time, and records it in the time recording unit 2 (S43). Then, the process proceeds to S4.

  In addition, each said Example is not restricted to application of call center business, You may make it apply to the business in which a supporter and a several learner exist and a supporter supports a learner.

  In addition, when the support person performs the response, the contents of the sequential response may be simultaneously input to the database. Therefore, in the third embodiment, the supporter acquires the reference time and the specialized item response time based on the time when the contents of the sequential response are input to the database.

  Therefore, the third embodiment has receiving means for sequentially receiving the response contents sequentially written by the supporter, and the reference time is from when a question that does not require specialized knowledge is asked to when the answer is written. The above-mentioned specialized item response time is a response support device that is the time from when a question requiring special knowledge is asked until the answer is written.

  Further, the above-described embodiment can be realized by a computer and a program, and the program may be recorded on a recording medium, or the program may be provided through a network.

  Moreover, the said Example can be grasped | ascertained as invention of a method. In other words, in the above-described embodiment, it is necessary for the supporter to hear the answer to the question that does not require specialized knowledge in the response support method in which the supporter who has received the inquiry from the user via the communication means. A reference time storage process for storing a reference time, which is a response time, in a memory, and a response time for a specialized item, which is a response time required for a supporter to hear an answer to a question that requires expert knowledge, And a skill level calculation step of calculating a skill level of the user using a value obtained by normalizing the response time of the specialty item based on the reference time, and storing the result in a memory. It is an example of a support method.

  The above embodiment measures the voice volume in the reference time, which is the voice volume of the user's voice within the reference time, which is the response time required for the supporter to hear the answer to the question that does not require specialized knowledge. The reference voice volume measuring step stored in the memory, the reference voice volume which is the average value of the measured reference voice volume in the memory, the reference voice volume storing step storing in the memory, and the answer to the question requiring specialized knowledge, A special item response time voice volume measurement step of measuring a voice volume of a special item response time, which is a voice volume of a user's voice within a response time of a special item, which is a response time required for a supporter to hear from a user, and storing it in a memory , A specialized item voice volume storing step for storing the specialized item voice volume, which is the average value of the measured specialized item response time, in a memory; and the specialized item voice volume, the reference voice volume Based using normalized values were calculated confidence specialized items of the user, an example of answering support method and a confidence calculation step of storing in a memory.

  Furthermore, you may make it grasp | ascertain the said Example as a program which makes a computer perform said each method.

  In other words, the above embodiment is a support program that is supported by a supporter who has received an inquiry from a user via a communication means, and is necessary for the supporter to hear an answer to a question that does not require specialized knowledge. The reference time storage procedure for storing the reference time, which is the response time, and the response time required for the supporter to ask the supporter for answers to questions that require expert knowledge, The computer stores a specialized item response storage procedure stored in a memory, a skill level calculation procedure for calculating a user skill level using a value obtained by normalizing the specialized item response time based on the reference time, and storing the same in a memory. This is an example of a program to be executed.

The above embodiment measures the voice volume in the reference time, which is the voice volume of the user's voice within the reference time, which is the response time required for the supporter to hear the answer to the question that does not require specialized knowledge. The reference voice volume measuring procedure stored in the memory, the reference voice volume which is the average value of the measured reference voice volume in the memory, the reference voice volume storing procedure for storing the voice in the memory, and the answer to the question requiring expert knowledge, A procedure for measuring voice volume in response time for specialized items, which is measured by measuring the voice volume in response time for specialized items, which is the voice volume of the user's voice within the response time for specialized items, which is the response time required for the supporter to hear from the user, , A specialized item voice volume storage procedure for storing the specialized item voice volume, which is an average value of the measured specialized item response time, in a memory, and the specialized item voice volume, the reference voice volume Based using normalized values were calculated confidence specialized items of the user, an example of a program for executing and confidence calculation procedure in the computer to be stored in the memory.

It is a block diagram which shows the reception assistance apparatus 100 which is Example 1 of this invention. It is a figure which shows the example of the time which the time recording part 2 in Example 1 recorded. 3 is a flowchart showing the operation of the first embodiment. It is a block diagram which shows the reception assistance apparatus 200 which is Example 2 of this invention. It is a flowchart which shows operation | movement of the reception assistance apparatus 200. It is a block diagram which shows the reception assistance apparatus 300 which is Example 3 of this invention. In Example 3, it is a figure which shows the example of an interface of the inquiry log | history reception part. 5 is a flowchart showing the operation of the reception support apparatus 300.

Explanation of symbols

100, 200, 300 ... support assistance device,
1 ... Time acquisition unit,
2 ... Time recording part,
3 ... processing section,
4 ... output part,
5 ... Answering call reception unit,
6 ... Volume recording part,
7: Inquiry history receiving unit.

Claims (7)

In a response support apparatus that a support person who receives an inquiry from a user via a communication means responds,
A reference time storage means for storing, in a memory, a reference time that is a response time required for the supporter to hear an answer to a question that does not require specialized knowledge;
Specialized item response storage means for storing, in a memory, a specialized item response time, which is a response time required for a supporter to hear an answer to a question that requires specialized knowledge;
Skill level calculation means for calculating the skill level of the user using a value obtained by normalizing the response time for the specialized item based on the reference time, and storing the skill level in a memory;
A response support apparatus characterized by comprising: A reference time for measuring the voice volume in the reference time, which is the voice volume of the user's voice within the reference time, which is the response time required for the supporter to answer the question that does not require specialized knowledge, and storing it in the memory Inner voice volume measuring means;
Reference voice volume storage means for storing, in a memory, a reference voice volume that is an average value of the measured voice volumes within the reference time;
Measure the voice volume of the specialized item response time, which is the voice volume of the user's voice within the response time of the specialized item, which is the response time required for the supporter to answer the question that requires specialized knowledge, and store it in the memory Memorizing specialized item response time voice volume measuring means;
Specialized item voice volume storage means for storing in a memory the specialized item voice volume, which is the average value of the measured special item response time voice volume;
A confidence calculation means for calculating the user's confidence in the specialized item using a value obtained by normalizing the specialized item voice volume based on the reference voice volume, and storing the confidence in the memory;
A response support apparatus characterized by comprising: In claim 1,
A reference time voice volume measuring means for measuring a voice volume of a reference time which is a voice volume of a user's voice within the reference time;
Reference voice volume storage means for storing, in a memory, a reference voice volume that is an average value of the measured voice volumes within the reference time;
Specialized item answering time voice volume measuring means for measuring the specialized item answering time voice amount which is the voice volume of the user's voice within the specialized item answering time;
Specialized item voice volume storage means for storing in a memory the specialized item voice volume, which is the average value of the measured special item response time voice volume;
A confidence calculation means for calculating the user's confidence in the specialized item using a value obtained by normalizing the specialized item voice volume based on the reference voice volume, and storing the confidence in the memory;
A response support apparatus characterized by comprising: In claim 1 or claim 2,
Having receiving means for sequentially receiving the response contents sequentially written by the supporter;
The above standard time is the time from when a question that does not require specialized knowledge to when the answer is written,
The above-mentioned specialized item response time is the time from when a question requiring special knowledge is asked until the answer is written. In a response support method in which a supporter who receives an inquiry from a user via a communication means responds,
A reference time storage step of storing, in a memory, a reference time, which is a response time required for a supporter to hear an answer to a question that does not require specialized knowledge;
A specialized item response storage step of storing, in a memory, a specialized item response time, which is a response time required for the supporter to hear an answer to a question that requires specialized knowledge;
A skill level calculation step of calculating a skill level of the user using a value obtained by normalizing the response time for the specialized item based on the reference time, and storing the skill level in a memory;
A response support method characterized by comprising: A reference time for measuring the voice volume in the reference time, which is the voice volume of the user's voice within the reference time, which is the response time required for the supporter to answer the question that does not require specialized knowledge, and storing it in the memory Inner voice volume measurement process;
A reference voice volume storage step of storing in a memory a reference voice volume that is an average value of the measured voice volumes within the reference time;
Measure the voice volume of the specialized item response time, which is the voice volume of the user's voice within the response time of the specialized item, which is the response time required for the supporter to answer the question that requires specialized knowledge, and store it in the memory Memorizing specialized items in response time during voice volume measurement process;
A specialized item voice volume storing step of storing in a memory the specialized item voice volume, which is an average value of the measured voice volume within the response time of the specialized item;
A confidence calculation step of calculating confidence of the user for the specialized item using a value obtained by normalizing the specialized item voice volume based on the reference voice volume, and storing the confidence in the memory;
A response support method characterized by comprising:   The program which makes a computer perform the method described in Claim 5 or Claim 6.

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