JP2007052212A - Maintenance skilled person selection device, selection system, selection method and selection program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To promptly select an appropriate skilled person based on information of an analysis result after performing voice recognition and voice analysis regarding customer's voice when failure is reported. <P>SOLUTION: A skilled person automatic assignment server 10 comprises; a voice recognition section 101 for quantifying a claim level of user's mind state by analyzing voice and making a text from the voice; a failure accepting processing section 102 for registering a user, the claim level, a trouble content on an acceptance data base (DB) 105 for every failure reporting; and a skilled person indicating and monitoring section 103 for determining a dealing priority order of the failure accepted by the failure accepting processing section 102 in a descending order of the claim level, and for automatically selecting the skilled person in skilled persons having claim dealing skills of capability for dealing the claim level. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a maintenance skill person selection apparatus, a selection system, a selection method, and a selection program. In particular, the present invention operates based on a failure notification by telephone from a customer, and automatically selects an optimum maintenance person corresponding to the failure notification. The present invention relates to a maintenance skill worker selection device, a selection system, a selection method, and a selection program.

  Conventionally, for trouble handling due to breakdowns, at the stage of trouble reception from customers, the person in charge of the reception judges the trouble content, urgency level and customer's psychological state individually based on information from the customer's voice The priority of the response and the selection of maintenance personnel were determined. At that time, a misunderstanding about the content of the trouble and a misrecognition of the customer's psychological state triggered, and at the preparation stage for the next recovery stage, the presence or absence of skills held for the complaint about the maintenance staff and the recognition of the current position Because of the vagueness, decisions were made inappropriately for the priority of the response and the selection of maintenance personnel. Eventually, the maintenance staff would spend a lot of time before starting the recovery work on-site, and the realization of early recovery from trouble was an issue.

  As this type of prior art, those described in Patent Document 1, Patent Document 2, and the like are known. Among these, the “maintenance support terminal and maintenance work support system” described in Patent Document 1 includes a maintenance target device, a maintenance support terminal, and a support-side work terminal. The maintenance support terminal also includes the sensor information from the maintenance target device, the ability of the fault handler who has received input from the maintenance support terminal of the fault handler, and each weight (schedule, cumulative work) of the support person who supports the fault handler. Based on the values calculated from actual results, compatibility with obstacles, current position, and training experience), the best supporter is selected, and the person with a disability and the supporter cooperate through the support work terminal of the supporter By performing the work, the problem can be solved when a failure occurs.

Next, the “complaint handling system for goods and services” described in Patent Document 2 includes a complaint server, a complaint terminal, and a complaint monitoring terminal. Of these, the complaint server records the complaint information for the guidance received by the customer in the database, and the complaint reception unit for recording the negotiation information with the person in charge inputted through the complaint terminal for each complaint in the database. Information analysis processing (conversation analysis to check for extreme words and discriminatory words by collating with the problem language master, tone analysis to check conversation with a large range, and conversation content analysis to check long talk time In addition, it has an analysis function unit that calculates the number of negotiations for checking the same case and the same customer, extracts the main points that are problems, and outputs them to the complaint monitoring terminal. It is configured to automatically grasp whether there is a problem point in the contents of negotiations with the customer (response status, response content, voice, etc.) That.
JP 2001-160097 A JP 2001-236367 A

  By the way, in each of Patent Document 1 and Patent Document 2 described above, each purpose has been achieved, but at the time of selection, the customer's psychological state at the time of the trouble when selecting the optimum maintenance person for trouble. In addition, there is a request to be considered, and as (request from the customer side), it is desired to select the maintenance person who can adapt to the claim level and the maintenance person who can move in the shortest time, etc. There are many social requests. In addition, the manager has been requested to handle the complaint information obtained from the customer by the person in charge of the receptionist without any omission (text data converted from voice data, analysis considering the conversation speed, etc.).

  The present invention has been made in view of the above-described circumstances, and at the stage of receiving a failure notification by telephone from a customer, performs voice recognition and voice analysis on the customer's voice, and promptly based on the information of the analysis result. The object is to provide a maintenance skill person selection device, a selection system, a selection method, and a selection program that make it possible to select an appropriate maintenance person.

In order to solve the above-mentioned problems, a maintenance skill person selecting device according to the present invention operates based on a failure notification by a telephone from a customer and selects an optimum maintenance person corresponding to the failure notification. In the above, a speech recognition unit that analyzes the failure notification voice and recognizes the degree of dissatisfaction as viewed from the customer's psychological state and the level of the failure content, and the magnitude of the dissatisfaction recognized by the speech recognition unit And a failure reception processing unit for performing registration processing in association with the customer information separately registered in advance, including reception information including the content of the failure notification. Further, according to the present invention, the priority order for the registration information received as described above is determined based on the degree of dissatisfaction, etc., and the reception information is registered among maintenance personnel registered separately in advance. A skill person selection monitoring unit is provided for selecting a maintenance person having a level of skill corresponding to the degree of dissatisfaction (claims 1 to 5).
For this reason, according to the present invention, the contents of the failure report including the degree of dissatisfaction are analyzed and dealt with, so that an appropriate skill person with sufficient skills to meet the customer's request is assigned to the maintenance staff. As an advantage, it can be determined and sent in quickly.

Here, for customer information, for each claim level quantified according to the degree of dissatisfaction seen from the customer's psychological state described above, necessary skills (necessary complaint handling skills) and priority that can correspond to the claim level You may equip the customer database which registers customer information in which the order etc. were specified beforehand. The maintenance staff may be provided with a skill person database in which information relating to a plurality of maintenance staff having a predetermined level of maintenance skills corresponding to the necessary skills described above is registered (claims). 2).
In this way, complaints can be processed smoothly and quickly by making use of past careers, and the range of response can be widened, and the level of difficulty of failure contents can be fully accommodated. There is an advantage that

  Here, the customer database in which the customer information is registered and the reception database in which the reception information is registered may be provided in the failure reception processing unit (claim 3). Convenient for speeding up information processing.

  In addition, the above-mentioned skill person selection monitoring unit selects a maintenance person at a level capable of dealing with the customer of the reception information from the skill person database, and a skill that can be handled by the selected maintenance person. And a selectable person selection function for registering in the user database, and a skill person selection function for selecting an optimum maintenance person suitable for the customer from the newly registered skill persons in the available skill person database. It is good also as a structure with which it was equipped. (Claim 4) If it does in this way, it will hold a suitable person (capable skill person) over multiple ranks according to the failure assumed beforehand in the capable skill person database, There is an advantage that it is possible to dispatch a skilled person who is sufficiently careful.

Further, the above-described skill person selection monitoring unit includes a location monitoring function for monitoring the location of the portable terminal of the maintenance staff who is the target of the selection, and the maintenance staff's mobile phone monitored by the location monitoring function. The terminal may be provided with a nearest maintenance person selecting function for automatically selecting the nearest maintenance person at the location of the customer.
In this way, it is possible to accurately convey even the dispatch time of the maintenance staff to the customer, and therefore the reliability from the customer can be remarkably increased.

A maintenance skill person selection system according to the present invention includes the maintenance skill person selection device described above and a portable terminal for a maintenance person connected to the maintenance skill person selection device via a network. Then, the above-mentioned skill person selection monitoring unit of the maintenance skill person selecting device includes a skill person position monitoring function for monitoring the location of the mobile terminal of the maintenance person who is the object of selection, and the above-mentioned maintenance person's mobile terminal. A maintenance staff selection function for selecting the maintenance staff at the location closest to the customer's location, and a staff contact function for transmitting and receiving information on the details of the failure with the selected maintenance staff mobile terminal (Claim 6).
By doing so, it becomes possible to effectively utilize the above-described effects of the maintenance skill person selecting device by the maintenance skill person selection system, and the location of the maintenance person having the skills required by the customer is located. Therefore, it is possible to quickly and accurately respond to a failure report from a customer.

  Here, the maintenance skill person selecting device described above is connected to the portable terminal for the manager in charge via a network, and information on the maintenance person who can handle the failure contents from the customer is stored in the portable person for the manager. It is good also as a structure provided with the responsible person contact function transmitted to a terminal (claim 7). As a result, the customer information of the maintenance destination, information on the contents of the failure, information on the customer's psychological state, etc. are maintained for the optimal maintenance staff based on the travel time to the customer and the necessary skills required by the customer. It is possible to send work instructions to the portable terminal of the person in charge and give work instructions. In addition, when there is no optimum maintenance person, information indicating that a special emergency response needs to be performed can be transmitted to the portable terminal of the person in charge of management.

The maintenance skill person selection method according to the present invention is the maintenance skill person selection method that functions based on a telephone failure notification from a customer and selects an optimum maintenance person corresponding to the failure notification. A speech recognition step for analyzing the voice of the customer and recognizing the magnitude of the degree of dissatisfaction and the level of the failure content as viewed from the customer's psychological state; The failure reception processing step of registering the reception information related to the customer information related to the customer registered in advance in the predetermined registration unit, and the maintenance correspondence priority for the reception information is determined based on the degree of dissatisfaction described above A skill for selecting a maintenance person having a skill that can cope with the degree of dissatisfaction of the reception information described above from among the maintenance persons registered in advance Maintenance skills who selecting method characterized in that it comprises a selection monitoring process (claim 8).
Therefore, according to the present invention, after analyzing the content of the failure report including the degree of dissatisfaction, the customer is dealt with, so that a maintenance person with an appropriate skill person can be selected quickly and accurately. There is an advantage that can be.

Here, prior to each of the above-described steps, for each claim level quantified in accordance with the degree of dissatisfaction as seen from the customer's psychological state for each customer in a database for customer information registration provided in advance. A customer information registration step for registering customer information including necessary skills quantified in proportion to the level of the failure response capability according to the claim level, and a database for registering maintenance personnel information provided in advance In addition, a maintenance staff information registration step of registering maintenance staff information including skills held by the maintenance staff associated with the necessary skills for each maintenance staff may be executed ( Claim 9).
In this way, a large amount of customer information and maintenance staff information including its history is held, so that there is an advantage that it is possible to accurately and promptly determine the service and failure contents for the customer.

Furthermore, the maintenance skill person selection program according to the present invention includes a maintenance person including a possessed skill in which a high level of capability capable of responding to a trouble report by telephone from a customer is quantified in a database for the maintenance person. Maintenance skill person registration process for registering information, analyzing voice of failure notification by phone from customer, quantifying complaint level of customer's psychological state in proportion to the degree of dissatisfaction with the failure content and Reception information registration for registering reception information including the customer, the complaint level, and the text of the failure content in the reception database for each failure notification by phone from the voice recognition processing for converting the failure content from speech Processing,
When selecting a maintenance person corresponding to the content of the failure, a maintenance skill person selection process for selecting a maintenance person with skills of ability capable of handling the claim level from the database for the maintenance person,
Is executed by a computer (claim 10).
Even in this case, it is possible to quickly select an appropriate skill person having sufficient skills to meet the customer's request as an optimum maintenance person.

  Here, among the plurality of maintenance personnel selected in the above-mentioned skill person selection process, the skill person who identifies the maintenance skill person in the position closest to the customer's address where the telephone failure has been reported as the optimum maintenance skill person The selection monitoring process may be executed by a computer (claim 11).

  As described above, according to the present invention, it is possible to quickly respond by selecting an appropriate maintenance person based on the failure notification by telephone from the customer, and the failure content by the person in charge of receiving the failure notification. It is also possible to prevent the occurrence of secondary troubles due to mistakes in hearing or misrecognition of the customer's psychological state.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings.
[Overall configuration]
The maintenance skill person selection system in this embodiment is connected to a maintenance skill person selection apparatus 10 and this maintenance skill person selection apparatus (skilled person automatic assignment server) 10 through a network 100 such as the Internet as shown in FIG. Mobile terminal 20 for the skilled person (maintenance person), and the maintenance person mobile terminal 30 connected to the maintenance skill person selecting device 10 and the maintenance person mobile terminal 20 via the network 100. . Here, the position of the mobile terminal 20 for the skill person (maintenance person) is grasped by the communication line 200 by the communication satellite.

  The above-described maintenance skill person selecting device 10 has a function of selecting an optimum maintenance person (maintenance skill person) that operates based on a failure notification by telephone from a customer and responds to the failure notification. As shown in FIG. 1, the maintenance skill person selecting device 10 analyzes the failure notification voice every time the failure notification from the customer is received, and sets the complaint level of the customer's psychological state to the dissatisfaction level. A voice recognition unit 101 that digitizes the content of the failure and converts the failure content into text from the content of the failure notification described above is provided. Further, the maintenance skill person selecting apparatus 10 is provided with the reception information including the customer-related information output from the voice recognition unit 101 described above, the claim level, and the reception information including the text-formed failure details separately. A failure acceptance processing unit 102 registered in the database 105 is provided. Further, the maintenance skill person selecting apparatus 10 determines the priority of correspondence for the registered reception information based on the degree of dissatisfaction and the like, and the maintenance person registered in advance in the skill person database 106 described later. A skill person selection monitoring unit 103 is provided for selecting a maintenance person having a level of skill that can correspond to the degree of dissatisfaction of the reception information described above.

  Here, the failure reception processing unit 102 described above is provided with a customer database 104 in which customer information and the like are registered, and a reception database 105 in which reception information including a failure report from the customer and details of the failure is registered. . Also, the above-mentioned skill person selection monitoring unit 103 includes a skill person database 106 in which information related to a plurality of maintenance personnel having maintenance support skills capable of responding to failure information from the customer is registered in advance, and from the customer A capable skill person database 107 for registering information related to a maintenance person having a maintenance skill of a predetermined level or higher that can quickly cope with specific failure information is also provided.

Furthermore, the skill person selection monitoring unit 103 which forms a part of the maintenance skill person selection device 10 described above monitors the location of the mobile terminal of the maintenance skill person (maintenance person) who is the object of selection. The function, the nearest maintenance person selection function that selects the maintenance person nearest to the customer's location among the maintenance persons, and information on the contents of the failure with the selected maintenance person's mobile terminal The person in charge contact function is provided.
For this reason, the operation effect of the maintenance skill person selection device described above can be effectively utilized by this maintenance skill person selection system, and the location of the maintenance person having the skills required by the customer can be always grasped. Therefore, it is possible to respond promptly and accurately to failure reports from customers.

This will be described more specifically below.
In FIG. 2, the above-mentioned skilled worker mobile terminal 20 is a mobile communication terminal such as a mobile phone, and is connected via satellite communication 200, and the location of the maintenance skill person carrying the skiller mobile terminal 20 is thereby determined. The state is always clarified with respect to the maintenance skill person selecting apparatus 10 described above. Further, the manager responsible mobile terminal 30 is a mobile communication terminal such as a mobile phone, and can receive the mail from the above-described skiller selection monitoring unit 103 (via the network 100) at any time.

[Maintenance skill selection device 10]
FIG. 1 shows an overall configuration of a maintenance skill person selecting apparatus 10 constituting a part of the present embodiment (maintenance skill person selection system). The maintenance skill person selecting apparatus 10 is an information processing apparatus such as a server. As shown in FIG. 1, a voice recognition unit 101, a failure reception processing unit 102, a skill person instruction monitoring unit 103, a customer database 104, and a reception database 105 are provided. , A skill person database 106, and a capable skill person database 107.

  In FIG. 1, a voice recognition unit 101 has a function of automatically receiving a call, analyzing a psychological state based on the voice of a caller, determining a claim level, and further converting the voice into text. Further, the failure reception processing unit 102 accesses the customer database 104 based on the information of the voice recognition unit 101 (reception date / time, notification telephone number, complaint level), and registers or updates the content of the customer database 104. It has a function. The skill person instruction monitoring unit 103 has a function of monitoring current position information periodically transmitted from the skill person portable terminal 20 via the satellite communication 200, and further includes a reception database 105 and a skill person database 106 described above. It is accessed and registered and updated in the available skill person database 107, and has a maintenance skill person selection function and a mail transmission / reception function with the skill person portable terminal 20.

  A customer database (hereinafter abbreviated as “customer DB”) 104 is a database in which information such as addresses, telephone numbers, claim levels, priority levels, required complaint handling skills, and the like are stored in advance. For each claim level quantified according to the degree of dissatisfaction, customer information such as required complaint response skills quantified in proportion to the level of failure response capability according to each claim level be registered.

  A reception database (hereinafter abbreviated as “reception DB”) 105 is a database that stores information such as a reception number, reception date / time, priority, required complaint handling skill, user name, telephone number, and failure content. In this reception DB 105, for each failure notification by telephone from the user, information regarding the user from the voice recognition unit 101 described above, a numerically expressed claim level, and textual failure information are registered. It has become so.

  Skilled person database (hereinafter abbreviated as “skilled person DB”) 106 is a database in which information such as name, employee number, complaint handling skill, e-mail address, etc. is stored in advance, and is required by the user for each skill person. Information on the person in charge of maintenance, such as a skill corresponding to a complaint of a skill person associated with a necessary complaint handling skill, is registered.

  Corresponding skill person database (hereinafter abbreviated as “capable skill person DB”) 107 is a database for storing a reception number, employee number, name, e-mail address, etc., and is stored in the skill person DB 106 to be selected. Responsible person in charge information generated from the registered maintenance person information and the reception information registered in the reception DB 105 is registered.

[Skilled person mobile terminal 20]
FIG. 3 shows a schematic configuration of the skilled worker mobile terminal 20 in the present embodiment. As shown in FIG. 3, the skiller mobile terminal 20 includes a GPS unit 201, a PHS unit 202, a browser / mail processing unit 203, a display unit 204, and an operation unit 205.
The GPS unit 201 has a function of acquiring the stay position of the skill person via the satellite communication 200 and notifying the skill person selection monitoring part 103 of the position information. In addition, the PHS unit 202 has a function of performing a call and data communication with other skill person terminals 20 and the like. The browser / mail processing unit 203 has a function of transmitting / receiving mails to / from the skiller selection monitoring unit 103 described above. Further, the display unit 204 has a function of outputting an output screen and an input screen as shown in FIGS. The operation unit 205 has a function of accepting an input operation such as a reply to the sent mail.

[Maintenance skill selection operation (1)]
Next, with reference to FIGS. 1 to 11, the operation of the entire system when selecting a maintenance skill person in this embodiment will be described. First, the basic operation of the above embodiment will be described sequentially, and then a specific example of the operation will be described.
The maintenance personnel in this embodiment is selected based on a failure notification from the customer by telephone, and the optimum maintenance personnel corresponding to the failure notification from the customer is automatically selected as shown below.

  Prior to this, first, for each claim level quantified according to the degree of dissatisfaction as seen from the customer's psychological state for each customer in a customer information registration database (customer DB) provided in advance. Then, customer information including necessary skills quantified in proportion to the level of the failure handling capability corresponding to the claim level is registered (customer information registration step). At the same time or after that, the maintenance personnel information registration database (skilled personnel DB) provided in advance, for each maintenance personnel described above, the maintenance personnel associated with the required skills. Maintenance staff information including the possessed skills is registered (maintenance staff registration process).

Subsequently, every time a failure notification is received by telephone, the failure notification voice is analyzed, the complaint level of the customer's psychological state is quantified according to the degree of dissatisfaction, and the content of the failure notification described above The failure content is converted into text (voice recognition process). Further, the information regarding the customer in the voice recognition step, the complaint level from the customer, and the reception information including the textual failure content are registered in a database for reception information provided in advance (failure reception). Processing step). And the maintenance correspondence priority order of the above-mentioned failure contents is determined based on the reception information, and the information related to the customer and the claim level of the reception information is input, and skills that can cope with this are provided. Select maintenance personnel (skilled person selection monitoring process).
This makes it possible to quickly select an optimal maintenance person corresponding to various claim levels.

[Maintenance skill selection operation (2)]
Next, the content analysis of the failure report and the selection operation of the maintenance skill person will be described more specifically along with examples.
・ Contents of the failure notification “User (customer): ○○ Shoji Reception date / time: January 1, 2005 (10:00)
Failure type: ○○
Details of failure: XX failure Psychological state: It seems to be quite upset due to the suspension of mission-critical work "

  First, the voice recognizing unit 101 analyzes the failure notification voice every time a failure notification is received from the user by telephone and digitizes the complaint level of the user's psychological state according to the degree of dissatisfaction. Processing for converting the failure content into text from the content of the failure notification in this case will be described below.

When the voice recognition unit 101 automatically receives a failure notification by telephone from the user XX trading company, first, the notified telephone number and reception date / time (incoming date / time) are sent to the failure reception processing unit 102 (FIG. 8: step A1).
The voice recognition unit 101 determines the degree of anger (the degree of dissatisfaction as seen from the user's psychological state) based on information such as the loudness, intonation, height, speed, etc. ) And digitized as a claim level (in this case, the claim level is assumed to be 5, FIG. 8: step A2). At the same time, the voice of the user (customer) is converted into text and the content of the failure is grasped (FIG. 8: Step A3). Subsequently, the digitized complaint level and the textual failure content are transmitted to the failure acceptance processing unit 102 (FIG. 8: Step A4).

  Here, the process when the failure reception processing unit 102 registers the information about the user from the voice recognition unit 101, the reception information including the claim level, and the textual failure content in the reception DB 105 provided in advance. Will be described.

  First, the failure reception processing unit 102 receives the telephone number and the reception date and time, accesses the customer DB 104 based on the telephone number, and identifies the user as XX trading (FIG. 8: Step A5). Next, the claim level 5 and the failure content transmitted from the voice recognition unit 101 are received (step A6 in FIG. 8). Further, based on the specified user name XX trading and the received claim level 5, the record of XX trading and claim level 5 in the customer DB 104 is accessed, and information on priority 1 and necessary complaint handling skill 95 or higher is extracted. (FIG. 8: Step A7). FIG. 4 shows an example of a structure diagram of the customer DB 104. Thereby, a record of user name XX trading and claim level 5 is acquired.

  Thereafter, the reception number 050101-01 is assigned, and the reception date / time, telephone number, user name, failure type, failure content, priority, and necessary complaint handling skill are registered and updated in the reception DB 105 (FIG. 8: Step A8). ). FIG. 5 shows an example of a structure diagram of the reception DB 105. As a result, the record with the receipt number 050101-01 is registered. Furthermore, the notification information which updated reception DB105 is transmitted to the skill person instruction | indication monitoring part 103 (FIG. 8: step A9).

  Next, the skiller selection monitoring unit 103 determines the priority of correspondence of failure contents in descending order of the complaint level of the reception information, and acquires the corresponding customer information from the user and the complaint level of the reception information. From the required complaint handling skills in customer information, obtain maintenance staff information for the corresponding complaint handling skills, and generate support staff information to be selected based on the acquired maintenance staff information and reception information. It is registered in the possible skill person DB 107 and automatically selected for the skill person in the maintenance staff information. The selection process in such a case will be described below.

  Here, the skill person selection monitoring unit 103 performs maintenance on the person in charge of the complaint handling skill for which the required complaint handling skill or higher is set for the necessary complaint handling skill of the user of the reception information for which the handling priority is determined. Maintenance personnel selection function that automatically selects a skill person from person-in-charge information, and maintenance personnel ascending order that automatically selects a skill person in ascending order of complaint handling skills in the maintenance person information targeted for selection It has a selection function.

The skill person selection monitoring unit 103 first receives notification information obtained by updating the reception DB from the failure reception processing unit 102. Then, based on the updated notification information, the reception DB 105 is accessed, and information on the necessary complaint handling skill 95 or more is extracted.
Thereafter, based on the extracted information on the necessary claim correspondence skill 95 or higher, for example, the skill person DB 106 is accessed to extract a skill person who has the required claim correspondence skill 95 or higher.

FIG. 6 is an example of a structure diagram of the skill person DB 106, and information on employee number 00001, complaint handling skill 98, employee number 00003, and complaint handling skill 96 is extracted. Thereafter, the employee numbers 00001 and 00003 are registered in the record of the capable skill person DB 107 (FIG. 9: Step A10).
FIG. 7 is an example of a structure diagram of the capable skill person DB 107, in which records of an acceptance number 050101-01 and an employee number 00001 are registered.

  Next, a plurality of functions provided in the skill person selection monitoring unit 103, that is, a location monitoring function for monitoring the location of the mobile terminal 20 of the skill person who has been selected, and the mobile terminal 20 of the skill person Among them, the nearest maintenance person selecting function for automatically selecting the nearest skill person in the user's location, and the person in charge contact function for transmitting and receiving information on the contents of the failure with the mobile terminal 20 of the automatically selected skill person, Each operation will be described below.

When at least one skill person is registered in the available skill person DB 107 (FIG. 9: Step A11), the latest current position of the skill person selected in the available skill person DB 107 (Step B1 to Step in FIG. 10) B3) and the address coordinates of the customer DB 104 are compared, and the closest responder is one person (in this case, as of 10:00 on January 1, 2005 as the reception date and time, the user address coordinates AABB / 1234 are the most It is determined that the employee number 00001 stays nearby (FIG. 9: Step A12).
The selected contents of the reception DB 105 (e.g., reception number, reception date / time, user name, telephone number, failure type, failure content, address for linking to the reception number 050101-01 of the reception DB 105) are mailed to one selected skill person The skill person information (in this case, employee number 00001) transmitted by mail from the available skill person DB 107 after deletion is deleted, and the update status of the reception number 050101-01 record of the transmitted reception DB 105 is updated every minute. Check (FIG. 9: Step A13).
Referring to the structural diagram of the available skill person DB 107 in step A13 in FIG. 7, the records of the reception number 050101-01 and the employee number 00001 are deleted.

FIG. 11 shows an e-mail screen transmitted to the skiller mobile terminal 20.
The skill person portable terminal 20 accesses the address for linking to the reception number 050101-01 of the reception DB 105 of the received mail (see FIG. 11), and responds to the displayed contents (see FIG. 11). Alternatively, either one of the corresponding NGs is responded (in this case, the corresponding OK is made) (FIG. 9: Step A14).
The skill person instruction monitoring unit 103 checks the corresponding OK and NG flag of the reception number 050101-01 record of the reception DB 105 (FIG. 9: Step A15).
Referring to the structure diagram of the reception DB 105 in step A15 in FIG. 5, the corresponding OK flag for the reception number 050101-01 record is set. If the corresponding OK flag is set, it is determined that the responding skill person can respond, and the reception number 050101-01 is deleted and updated (FIG. 9: Step A16). Referring to the structure diagram of the reception DB 105 in step A16 of FIG. 5, the reception number 050101-01 record is deleted.

Next, the process of the responsible person contact function that the skill person instruction monitoring unit 103 has, when there is no appropriate skill person, transmits information related to the skill person who can deal with the failure content to the portable terminal 30 for the responsible person. Is described below.
If the corresponding NG flag is set, the process returns to step A11 in FIG. 9, and the following steps A11 to A15 in FIG. 9 are performed. Next, in step A11 in FIG. 9, when there are 0 skill persons in the available skill person DB 107 (there is no skill person), the skill person instruction monitoring unit 103 sends an alert mail to the manager responsible portable terminal 30. Send. The management supervisor portable terminal 30 receives the alert mail (see FIG. 12), and the management supervisor performs a special emergency response.
The content of FIG. 12 shows a screen of an email transmitted to the manager responsible portable terminal 30.

Here, a monitoring method of the current position information of the maintenance skill person carrying the above-described skill person portable terminal 20 will be described.
The skill person portable terminal 20 carried by the maintenance skill person periodically notifies the current position information to the skill person selection monitoring unit 103 of the maintenance skill person selection device 10 (FIG. 10: Step B1). The skill person instruction monitoring unit 103 has a function of constantly receiving the current position information from the skill person portable terminal 20 (FIG. 10: step B2).
Accordingly, the skill person instruction monitoring unit 103 constantly monitors the latest position information of the skill person, calculates the required travel time, and sets and updates the calculated required travel time in the available skill person DB 107 (FIG. 10: Step B3) A function is provided.

  As described above, in the maintenance skill person selection system according to the present embodiment, the skill person mobile terminal 20 and the responsibility are assigned to the skill person selection device 10 that receives a failure telephone from the user and automatically selects the maintenance skill person. In the maintenance skill person selection system that connects the user mobile terminal (mobile terminal) 30 via the network 100, the skill person selection device (skill person automatic assignment server) 10 analyzes the voice of the telephone and analyzes the user's psychology. Including a voice recognition unit 101 including digitizing the claim level of the state and converting the voice into text, a necessary claim handling skill corresponding to the claim level for each user and claim level, and information on the user's location Customer DB 104, skill person DB 106 including complaint handling skills (skills held) for each skill person, and voice recognition A failure reception processing unit 102 for registering information including the user, the complaint level, the necessary complaint response skill, and the failure content from the unit 101 in the reception DB 105, and further determining the priority of response to the failure and the required complaint response skill Monitors the location of the skill person's mobile terminal 20 of a skill person who is more than the complaint handling skill, monitors the time required for the skill person to move to the user's location, and automatically selects the optimum skill person, When the person is absent, the configuration is provided with the skill person selection monitoring unit 103 that sends an alert mail to the responsible person mobile terminal 30, so that appropriate maintenance skill person is automatically assigned to perform quick response. Can do. This can also lead to prevention of occurrence of secondary complaints due to a mistake in hearing the failure content by the operator or an erroneous recognition of the user's psychological state.

Next, the overall procedure of the maintenance skill person selection method already executed in the operation of the above-described embodiment will be described.
In FIG. 13, the selection of the maintenance skill person is executed according to the procedures of a customer information registration process 301, a maintenance person information registration process 302, a voice recognition process 303, a failure reception process process 304, and a skill person selection monitoring process 305.

First, in the customer information registration step 301, the data is digitized in a customer DB (customer information registration database) 104 provided in advance according to the degree of dissatisfaction for each user (customer) and from the viewpoint of the user's psychological state. For each claim level, customer information including information such as required claim handling skills (necessary skills) quantified in proportion to the level of failure response capability corresponding to the claim level is registered.
In the maintenance person information registration step 302, the skill person DB (maintenance person information registration database) 106 provided in advance has a skill person associated with the necessary complaint handling skill for each skill person (maintenance person). Maintenance staff information including information such as complaint handling skills (held skills) is registered.

The voice recognition process 303, which is executed following the customer information registration process 301 and the maintenance staff information registration process 302, analyzes the failure notification voice every time a failure notification is received by telephone, The claim level is quantified according to the degree of dissatisfaction, and these are converted into text as the failure content together with the content of the failure notification.
Subsequently, in the failure acceptance processing step 304 to be executed, reception information including information on the user in the speech recognition step 303, complaint level, textual failure details, etc. is provided as a reception DB (reception Information database) 105 is registered.
Then, in the skill person selection monitoring step 305, the response priority of the failure content (maintenance response priority) is determined in descending order of the complaint level of the reception information, and the corresponding customer information is determined based on the user of the reception information and the complaint level. Acquired from the required complaint response skill of the acquired customer information for the person in charge of maintenance for the corresponding complaint response skill The information is registered in an available skill person DB (corresponding person-in-charge database) 107 provided in advance, and the skill person of this registered available person information is automatically selected.

  For this reason, voice recognition and voice analysis are performed for failure notifications from customers, and skill persons are selected from pre-registered based on the analysis results, so they have appropriate skills to cope with them. It becomes possible to quickly select maintenance personnel.

  Next, the above-mentioned maintenance personnel can be selected by executing a program specified in advance on a predetermined computer as shown in FIG.

  In FIG. 14, the maintenance skill person selection program includes a customer information registration process 401, a maintenance person information registration process 402, a voice recognition process 403, a maintenance correspondence priority order determination process 404, a target maintenance target person acquisition process 405, and a location monitoring process. 406, each unit processing program of the nearest maintenance person selecting process 407, and each process is executed on a predetermined computer.

  In the customer information registration process 401, the customer DB (customer information registration database) provided in advance has the complaint level quantified according to the degree of dissatisfaction as viewed from the user (customer) and the psychological state of the user. This is a process of registering, as customer information, information related to necessary complaint response skills (necessary skills) and the like that are recorded in proportion to the level of failure response capability according to the complaint level.

The maintenance person information registration process 402 is performed by a skill person DB (maintenance person information registration database) provided in advance for each skill person (maintenance person) for each skill person associated with the necessary complaint handling skill. This is a process for registering maintenance staff information including information such as a complaint handling skill (held skill).
The speech recognition process 403 analyzes the failure notification sound every time a failure notification is received by telephone, digitizes the complaint level of the user's psychological state according to the degree of dissatisfaction, and the content of the failure notification. This is a process of converting the failure content into text.

The maintenance correspondence priority order determination process 404 is a reception DB (reception information database) in which reception information including information on the user in the speech recognition process 403, complaint level, and textual failure details is provided. ) And determining the priority of handling the failure contents (maintenance priority) in descending order of the claim level of the received information.
The target maintenance target person acquisition process 405 acquires the corresponding customer information from the user and the claim level of the reception information determined by the support priority order in the maintenance support priority order determination process 404, and handles the necessary claims for the acquired customer information. From the skill, the maintenance person information of the corresponding complaint handling skill is acquired as a target, and the available person information that is generated from the maintenance person information and the reception information is provided in advance. This is a process of registering in the maintenance person database 107 and acquiring the skill person of the maintenance staff information as a selection target.

Then, the location monitoring process 406 executes a process of monitoring the location of the skill person portable terminal (mobile terminal) 20 belonging to the skill person for the person in charge information registered in the target maintenance target person acquisition process 405. To do.
As a result, in the nearest maintenance person selecting process 407, the skill person mobile terminal 20 of the skill person monitored by the location monitoring process 406 is automatically selected to select the nearest skill person at the user's location, to the customer. A suitable maintenance skill person is selected, and it becomes possible to respond quickly to the customer.

The embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to this embodiment, and there are design changes and the like without departing from the gist of the present invention. However, it is included in this invention. For example, in the embodiment of the present invention, the skill corresponding to the skill person's complaint handling skill is set for the skill person, but it is set for each skill person, the faulty product and the fault content, and the voice recognition unit 101 sets the fault target. It may be specified.
Further, in the embodiment of the present invention, an example has been given in which an emergency response of a skill person is required, but a skill person capable of responding to a time that suits the user's convenience may be selected.

  In addition to dealing with troubles, it can also be applied to a field where a plurality of skillful persons possess skills in specialized fields, and individual customers throughout the region use the skills as needed. In that case, as described above, it is necessary to set skills that can be handled for each skill person and their specialized field.

It is a block diagram which shows the maintenance skill person selection apparatus which is the principal part of the maintenance skill person selection system concerning this invention. It is a block diagram which shows the whole structure of the maintenance skill person selection system concerning this invention. It is a block diagram which shows the structure of the skill person portable terminal disclosed in FIG. 2 is a reference diagram illustrating an example of a structure diagram of a customer DB disclosed in FIG. FIG. 2 is a reference diagram illustrating an example of a structure diagram of a reception DB disclosed in FIG. 1. FIG. 2 is a reference diagram illustrating an example of a structure diagram of a skill person DB disclosed in FIG. 1. FIG. 2 is a reference diagram illustrating an example of a structure diagram of a capable skill person DB disclosed in FIG. 1. 3 is a flowchart showing a part (1/2) of the entire operation of the embodiment disclosed in FIG. 2; 3 is a flowchart showing a part (2/2) of the entire operation of the embodiment disclosed in FIG. 2. It is a flowchart which shows a part of operation | movement of embodiment disclosed in FIG. It is the screen of the mail transmitted to the skill person portable terminal disclosed in FIG. It is the screen of the mail transmitted to the management responsible person portable terminal disclosed in FIG. It is a flowchart which shows each process of the maintenance skill person selection method concerning this invention. It is a flowchart which shows each process of the maintenance skill person selection program concerning this invention.

Explanation of symbols

10 Maintenance Skilled Person Selection Device (Skilled Person Automatic Assignment Server)
20 Skilled person mobile terminal (mobile terminal)
30 Managerial mobile terminal (mobile terminal)
DESCRIPTION OF SYMBOLS 100 Network 101 Voice recognition part 102 Failure reception process part 103 Skill person instruction | indication monitoring part (skill person selection monitoring part)
104 Customer DB (Customer Database)
105 Reception DB (Reception Database)
106 Skilled Person DB (Skilled Person Database)
DESCRIPTION OF SYMBOLS 200 Satellite communication 201 GPS part 202 PHS part 203 Browser mail processing part 204 Display part 205 Operation part 301 Customer information registration process 302 Maintenance staff information registration process 303 Voice recognition process 304 Failure reception process process 305 Skill person selection monitoring process 401 Customer Information registration process 402 Maintenance person information registration process 403 Voice recognition process 404 Maintenance correspondence priority determination process 405 Responsible person information registration process 406 Location monitoring process 407 Nearest maintenance person selection process

Claims (11)

In the maintenance skill person selection device that operates by the trouble report by the telephone from the customer and selects the maintenance person corresponding to the trouble report,
A speech recognition unit that analyzes the failure notification voice and recognizes the degree of dissatisfaction and the content of the failure as viewed from the psychological state of the customer, and the recognized degree of dissatisfaction and the content of the failure notification, etc. A failure reception processing unit for registering reception information as customer information;
A priority level of correspondence with respect to the registered reception information is determined based on the degree of dissatisfaction, etc., and maintenance personnel at a level that can correspond to the content of the reception information from among maintenance personnel registered in advance A maintenance skill person selection device characterized by comprising a skill person selection monitoring section for selecting a person. In a maintenance skill person selection device that operates based on a failure notification by a customer from the customer and selects an optimum maintenance person corresponding to the failure notification,
A customer database that pre-registers customer information in which necessary skills and priorities that can correspond to the claim level are specified for each claim level that is quantified according to the degree of dissatisfaction as viewed from the customer's psychological state; And a skill person database in which information of a plurality of maintenance personnel having a predetermined level of maintenance skills corresponding to the required skills is registered,
Each time the failure notification is received, the failure notification voice is analyzed, the claim level of the customer's psychological state is quantified according to the degree of dissatisfaction, and the failure description is converted into text from the failure notification content Has a recognition part,
Provided with a failure acceptance processing unit for registering information relating to the customer output from the voice recognition unit, the claim level, and reception information including the textual failure content in a reception database separately provided in advance,
The correspondence priority for the registered reception information is determined based on the degree of dissatisfaction, etc., and corresponds to the degree of dissatisfaction of the reception information among maintenance personnel registered separately in advance. A maintenance skill person selecting apparatus comprising a skill person selection monitoring unit for selecting a maintenance person having a skill level that can be maintained. In the maintenance skill person selection device according to claim 1 or 2,
The maintenance skill person selection apparatus characterized in that the customer database in which the customer information is registered and the reception database in which the reception information and the like are registered are provided in the failure reception processing unit. In the maintenance skill person selection device according to claim 1, 2, or 3,
The skill person selection monitoring unit selects a maintenance person at a level capable of dealing with the customer of the reception information from the skill person database, and registers the selected maintenance person in a separately available skill person database. It has a function for selecting and registering who can respond,
A maintenance skill person selection device comprising a skill person selection function for selecting an optimum maintenance person suitable for the customer from skill persons newly registered in the available skill person database. In the maintenance skill person selection device according to any one of claims 1 to 4,
The skill person selection monitoring unit includes a location monitoring function for monitoring a location of the portable terminal of the maintenance person who is the target of selection, and a portable terminal of the maintenance person monitored by the location monitoring function. A maintenance skill person selecting device, comprising a nearest maintenance person selecting function for automatically selecting the nearest maintenance person at the location of the customer. Maintenance comprising the maintenance skill person selecting device according to any one of claims 1 to 5 and a portable terminal for a maintenance person connected to the maintenance skill person selecting device via a network. In the skill person selection system,
A skill person selection monitoring unit that forms part of the maintenance skill person selection device,
Skilled person position monitoring function for monitoring the location of the portable terminal of the maintenance person who is the target of the selection, and the maintenance person nearest to the location of the customer in the portable terminal of the maintenance person The nearest maintenance personnel selection function to select
A maintenance skill person selection system comprising a portable terminal of the selected maintenance person and a person-in-charge contact function for transmitting and receiving information on the content of the failure. In the maintenance skill person selection system according to claim 6,
The maintenance skill person selecting device is connected to a portable terminal for a manager in charge via a network, and is responsible for transmitting information related to the maintenance person capable of handling the failure content to the portable terminal for the manager Maintenance skill person selection system characterized by having a person contact function. In the maintenance skill person selection method that selects the optimal maintenance staff who works based on the failure notification by telephone from the customer and responds to the failure notification,
A voice recognition step of analyzing the failure notification voice and recognizing the degree of dissatisfaction and the content of the failure as viewed from the customer's psychological state;
A failure reception processing step of registering reception information relating to the degree of dissatisfaction recognized in the voice recognition step and the content of the failure notification in a predetermined registration unit in association with customer information related to the customer registered in advance;
The maintenance support priority for the reception information is determined based on the degree of dissatisfaction, and the level of dissatisfaction of the reception information described above from the maintenance person information on the skills of the maintenance person registered in advance is determined. A maintenance skill person selection method characterized by comprising a skill person selection monitoring process for selecting a maintenance person having a skill corresponding to a size. In the maintenance skill person selection method that functions based on the failure notification by the telephone from the customer and automatically selects the most appropriate maintenance person corresponding to the failure notification,
In the customer information registration database provided in advance, for each customer and for each claim level quantified according to the degree of dissatisfaction as seen from the psychological state of the customer, the failure handling corresponding to the claim level A customer information registration process for registering customer information including necessary skills quantified in proportion to the level of ability;
A maintenance staff registration step of registering maintenance staff information including skills held by the maintenance staff associated with the necessary skills for each maintenance staff in a maintenance staff information registration database provided in advance. When,
Each time the failure notification is received by telephone, the failure notification voice is analyzed, the complaint level of the customer's psychological state is quantified according to the degree of dissatisfaction, and the failure content is determined from the content of the failure notification. A speech recognition process to convert to text,
A failure acceptance processing step of registering information relating to the customer in the voice recognition step, reception information including the claim level and the textual failure content in a database for reception information provided in advance;
The maintenance response priority order of the failure content is determined based on the reception information, and information related to the customer and the claim level of the reception information is input and a maintenance person having skills capable of responding to the selection is selected. A maintenance skill worker selection method characterized by having a skill person selection monitoring process to perform. A maintenance skill person registration process for registering maintenance person information including possession skills, which is obtained by quantifying the level of ability to respond to failure notifications by telephone from customers in the database for maintenance persons,
Voice recognition that analyzes voice of failure notification by telephone from the customer, quantifies the complaint level of the customer's psychological state in proportion to the degree of dissatisfaction with the failure content, and converts the failure content into text from the voice processing,
Reception information registration processing for registering reception information including reception details including the customer, complaint level, and textual failure details for each failure notification by telephone from the customer,
And, when selecting a maintenance person corresponding to the content of the failure, a maintenance skill person selection process for selecting a maintenance person having a skill of ability capable of handling the claim level from the database for the maintenance person,
A maintenance skill selection program characterized by having a computer execute. In the maintenance skill person selection program according to claim 10,
Skilled person selection monitoring process for identifying a maintenance skill person closest to the address of the customer who has reported a telephone failure from among a plurality of maintenance persons selected in the skill person selection process as an optimum maintenance skill person,
A maintenance skill selection program characterized by having a computer execute.

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