JP2008167226A - Claim determination system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To automatically determine a customer's claim upon a telephone reception response in a claim determination system. <P>SOLUTION: The claim determination system monitors reception contents of an operator 1 with respect to a customer by a telephone response by means of a computer and judges whether or not there is a claim by the computer. The corresponding claim is judged by determining a condition (12) of a level of the customer's voice, a condition (16) of whether or not an emergence frequency of claim terms is high in a language that the customer speaks, a condition (23) of whether or not an emergence frequency of apology terms is high in a language that the operator speaks, and a condition (31) of whether or not the operator stumbles over his/her words. When it is determined that a plurality of conditions is on the claim side (40), it is determined that the reception contents of the corresponding operator are a claim, whereby the above problem is solved. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a complaint determination system, and more particularly, to a system for automatically determining a customer's complaint when handling a telephone call.

  Only the operator who has taken the incoming call or the reception that has become a complaint or a complaint from the middle can only judge the operator, and it is left to the operator to decide whether or not to escalate to the administrator.

  However, when responding to a telephone reception, the administrator will not report to the administrator in any way whether the content received by the operator is a complaint, or even if a complaint is received during the reception, I can't recognize it. In addition, if the operator does not report, the response is delayed because the complaint is not found, which may cause a decrease in customer satisfaction.

  An object of the present invention is to automatically determine a customer's complaint at the time of handling a telephone call in a complaint determination system.

  In order to achieve the above object, the claim determination system of the present invention monitors the contents of an operator's reception for a customer by telephone and determines whether the claim is a complaint by the computer. Condition of size, whether or not the claim term appears frequently in the words spoken by the customer, whether or not the apology term appears frequently in the words spoken by the operator, and whether or not the operator is clogged with words If a plurality of conditions among these conditions are determined to be complaints, the reception contents of the operator are determined to be complaints.

  Further, in the claim determination system according to the present invention, the condition of the loudness of the customer checks the fluctuation of the loudness of the customer's voice and the number of times that the loudness is judged to be loud is constant within a certain time. If there are more times, the condition is judged as the claim side. Further, in the claim determination system of the present invention, the condition of whether or not the appearance frequency of the claim term is high in the word spoken by the customer is compared with the claim terminology prepared in advance by the customer, and the customer speaks. If a word includes a certain frequency of use of a claim term in the claim terminology, the condition is determined as the claim side. Furthermore, the claim determination system of the present invention compares the operator's spoken words with a list of apology terms prepared in advance to determine whether the frequency of appearance of apology terms in the words spoken by the operator is high. If the spoken word includes more than a certain frequency that the apology terms in the apology term collection are used, the condition is determined to be the claim side. Further, in the claim determination system according to the present invention, the condition of whether or not the operator is clogged with words is that the time that the operator is clogged with words is longer than a certain time, or the number of clogged words increases. The condition is determined to be a claim side. Furthermore, the claim determination system of the present invention is characterized by having means for notifying an administrator terminal that a claim is received when it is determined that the claim is a claim.

  According to the present invention, it is possible to automatically determine a customer's complaint at the time of receiving a call in the complaint determination system.

  The best mode for carrying out the present invention will be described.

  FIG. 1 is a system configuration diagram showing an embodiment of the present invention. The operator 1 responds to an inquiry from a customer by telephone. At this time, the voice and word 2 of the customer and the voice and word 3 of the operator corresponding to the voice are analyzed by the computer as follows and monitoring is performed.

  As for the voice 2 of the customer's voice, if the loudness of the voice is higher than before (11) and often becomes louder (12), about the condition of the loudness of this customer's voice Therefore, it is judged as the claim side because there is a possibility of the claim. The case where the loudness of the voice is frequently increased is, for example, a case where the loudness of the voice is increased by a predetermined number of times within a predetermined time, or by a predetermined volume.

  Then, the customer's spoken word 2 is analyzed in Japanese (13), and the customer's spoken word is compared with the complaint term in the complaint glossary (15) prepared in advance (14). If the frequency of appearance of claim terms in the words spoken by the customer is high, it is determined that the claim side has the possibility of making a claim for the condition related to the words spoken by the customer. The frequency of occurrence is, for example, when a predetermined number of claim terms appear within a predetermined time, or when a predetermined number of claim terms exceeds a predetermined number of characters. The case where it appears is raised.

  On the other hand, the operator's spoken word 3 is analyzed in Japanese for the operator's spoken word 3 (20), and the operator's spoken word is compared with the apology term in the apology glossary (21) prepared in advance (22). When the frequency of appearance of an apology term is high in the words spoken by the operator, it is determined that the condition on the words spoken by the operator may correspond to the customer's complaint as the complaint side. The appearance frequency is, for example, when an apology term exceeding a predetermined number of terms appears within a predetermined time, or when a predetermined number of terms is exceeded within a predetermined number of characters or vocabulary. The apology term may appear.

  In addition, regarding the words spoken by the operator, whether the words are clogged or not (30), if the time clogged is longer, or if the number of clogged words increases (31), or If the number of times within a certain period of time is large, it is determined that the operator is complaining that there is a possibility of complaining about the condition whether or not the operator is stuck in words. Here, for example, when there is a certain period of silence before answering the customer, or when the number of occurrences exceeds a certain number within a certain time, This is the case when a certain number of impression verbs such as “Ano” and “That” occur within a certain period of time.

  The above-mentioned claim terminology (15) is, for example, a term that a customer speaks a lot when it becomes a claim from a case of a past claim, or a term that a customer is expected to speak a lot when it becomes a claim. A collection of On the other hand, the apology glossary (21) is, for example, a term generally used for apology, or a term often spoken by an operator when it becomes a claim from a case of a past claim, or a claim In some cases, it is a collection of terms that are expected to be spoken by many operators.

  Then, it is determined whether a plurality of the above four conditions determined to be the claim side overlap (40). If a plurality of items judged to be complaints overlap, it is judged as a complaint and a complaint occurrence notification (41) is sent to the administrator terminal 4. In this case, 2, 3, and 4 are raised. Further, if each of the customer side and the operator side has one or more conditions on the claim side, it can be determined as a claim.

  When receiving the complaint occurrence report (41), the administrator can monitor the exchange between the operator and the customer, and respond to an interruption if necessary.

  The above-mentioned fixed time, fixed volume, fixed number of times, fixed number of terms, fixed number of characters, fixed number of vocabulary, fixed number are presumed to be suitable for judging each condition from the past claim experience etc. It is determined by the value. In addition, these values can be changed at any time by changing the target business type, reflecting the region, and the results.

  FIG. 2 is a flowchart showing an embodiment of the present invention.

  An inquiry is received from the customer (S101), and the customer side and the operator side are checked (S102, S150).

  Regarding the customer's check (S102), the fluctuation of the speaking voice is checked (S103) and it is determined whether or not a loud voice is produced several times (S104). If the condition for producing a loud voice is not met several times (S104), the process returns to the check for fluctuations in voice volume (S103). On the other hand, when the loud voice is heard several times, the number of occurrences per unit is measured (S109), and when the occurrence frequency is high, it is one of the conditions for judging as a claim (S110, S170). On the other hand, if the frequency of occurrence is not high, the process returns to the check for voice volume variation (S103).

  Further, the customer's check (S102) is analyzed in Japanese (S105), compared with the claim terminology 15 (S106), and it is determined whether there is a claim term (S107). If there is no claim term, the process returns to Japanese language analysis (S105). If there is a claim term, the frequency of use of the term is measured (S111), and it is determined whether the occurrence frequency is high (S112). Then, when the occurrence frequency is high, it is set as one of the conditions to be determined as a complaint (S112, 170). On the other hand, if the occurrence frequency is not high, the process returns to Japanese language analysis (S105).

  The operator side checks (S150) whether it is clogged with words (151), and determines whether there is silence or a moving verb without returning an answer (S152). If the answer is not returned and there is no silence or a moving verb, the process returns to the check (151) of whether it is clogged with words. If there is silence or a moving verb without returning an answer, the number of occurrences per unit is measured (S159), and if the occurrence frequency is high, it is one of the conditions for judging as a claim (S160, S170). If not, the process returns to the check (S151) of whether or not it is clogged with words.

  Further, the operator side checks (S150), analyzes Japanese (S153), compares with the apology terms collection 21 (S154), and determines whether there are frequent apology terms (S155). If the apology term does not fall frequently, return to Japanese language analysis (S153). If there are frequent apology terms, the frequency of use of the terms is measured (S157), and it is determined whether the occurrence frequency is high (S158). If the frequency of occurrence is high, it is one of the conditions for determining a claim (S158, 170). On the other hand, if the occurrence frequency is not high, the process returns to Japanese language analysis (S153).

  Whether the occurrence frequency is high is determined to be high if it is equal to or higher than a predetermined value that is considered high, and is determined not to be high if it is not equal to or higher than a predetermined value that is considered high. These values are determined based on the experience of past claims in consideration of the conditions for determining each claim.

It is confirmed whether or not a plurality of conditions for determining as a complaint on the customer side and the operator side are generated (S170), and it is determined whether a plurality of conditions are generated (S171).
If a plurality of conditions are generated, it is determined as a complaint and escalated (S172). If a plurality of conditions are not generated, monitoring is continued (S173).

  In the above embodiment, not only the customer but also the operator's response status is used to judge the complaint, so that the accuracy of complaint detection is further improved and the operator automatically receives the complaint from the administrator. To report. As a result, it is possible to objectively determine whether or not it is a complaint, and to promptly report to the administrator in the case of a complaint, it is possible to speed up the response.

1 is a system configuration diagram illustrating an embodiment of the present invention. It is a flowchart which shows one form of the Example of this invention.

Explanation of symbols

1 Operator 2 Voices and words of customers 3 Voices and words of operators 4 Administrator terminal 5 Telephone

Claims (6)

In the complaint determination system that monitors the contents of the reception of the operator to the customer by telephone response, and determines whether or not it is a complaint by the computer,
Judgment of the complaint is based on the condition of loudness of the customer's voice, whether the complaint term appears frequently in the words spoken by the customer, and whether the apology term appears frequently in the words spoken by the operator. Determining whether or not the operator is clogged with words, and if a plurality of conditions among these conditions are determined to be a claim side, the received content of the operator is determined to be a claim. Claim determination system.   The claim determination system according to claim 1, wherein the condition of the loudness of the customer's voice is to check the fluctuation of the loudness of the customer's voice and the number of times that the voice is judged to be loud is within a certain time. A claim determination system characterized in that the condition is determined to be the claim side when the number of times is greater than or equal to a certain number.   2. The claim determination system according to claim 1, wherein whether or not a claim term appears frequently in the words spoken by the customer is determined by comparing the words spoken by the customer with a list of claim terms prepared in advance. The claim judgment system characterized in that if the frequency of use of claim terms in the claim terminology is more than a certain level, the condition is judged as the claim side.   The claim determination system according to claim 1, wherein a condition of whether or not an apology term appears frequently in the words spoken by the operator is determined by comparing the words spoken by the operator with a list of apology terms prepared in advance. A claim determination system, in which when the frequency of use of an apology term in the collection of apology terms is more than a certain level, the condition is determined as the claim side.   The claim determination system according to claim 1, wherein the operator is clogged with words when the operator is clogged with a word for a certain time or when the number of clogs with a word is a certain number of times. A claim determination system characterized in that the condition is determined to be a claim side when the number of cases increases.   The claim determination system according to claim 1, further comprising means for notifying an administrator terminal that a claim has been received when it is determined that the claim is a claim.

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