JP2009081627A - Customer dealing support device and customer dealing support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To actualize a telephone transfer to an operator capable of properly dealing to the demand of a customer in a telephone-corresponding business. <P>SOLUTION: When a customer dealing support device 100 receives the arrival of a telephone from the customer, the customer dealing support device 100 indicates a demand item roughly sorting the demand of the customer to the customer by an automatic voice, and makes the customer select the demand item. A primary operator temporarily dealing the customer is determined on the basis of the demand item selected by the customer, and the telephone is transferred to the primary operator. The primary operator, to which the telephone is transferred, confirms the minute demand content of the customer, and inputs the demand content to an operator terminal 200. The customer dealing support device 100 acquires the demand content input by the primary operator, determines a secondary operator formally corresponding to the customer is determined on the basis of the demand content and transfers the telephone to the secondary operator. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a technique for supporting an operator's work corresponding to a telephone call from a customer.

Increasing the efficiency of operations that respond to telephone calls from customers (hereinafter referred to as “telephone response operations”) is a problem in many companies. Therefore, an increasing number of companies open a call center as a central point of contact for customer calls. As a result, routine telephone service can be completed at the call center, and sales offices can focus on other services such as new customer development by reducing telephone service.
Japanese Patent Application Laid-Open No. 11-046251

  In response to intensifying competition between companies, effective use of human resources is required. In response to customer support operations by call center operators, telephone support that goes beyond standard phone response operations and goes into more specialized operations. Business has been demanded. As a result, customer service operations that can be handled by each operator are subdivided, and it is necessary for an operator having expertise that matches the customer's request to respond to the customer's telephone call.

  However, with the segmentation of customer service operations, the number of specialized fields has increased, and the number of operators that can handle each specialized field has decreased. As a result, it has become difficult to find an operator who should respond to each customer's request, and it is easy for a transfer to occur after a call transfer between operators, which impairs customer convenience. The inventor thought.

  The present invention has been completed on the basis of the above-mentioned attention by the inventor, and the main object of the present invention is to realize a telephone transfer to an operator who can appropriately respond to a customer's request in a telephone response business. It is to provide technology that enhances convenience.

  In order to solve the above-described problem, a customer support apparatus according to an aspect of the present invention includes a request classification holding unit that holds a plurality of request items obtained by classifying customer requests according to predetermined classification criteria, Operator information in which an operator corresponding to a telephone, one or more request items that can be handled by the operator, and correspondence history including text information indicating past customer request contents and text information indicating operator correspondence contents The operator information holding unit that holds the phone, the automatic voice response unit that indicates each of the plurality of request items to the customer by automatic voice when receiving a call from the customer, and the input of the plurality of request items indicated by the customer The desired item detection unit for detecting any one of the specified inputs and the operator associated with the input desired item by referring to the operator information. A primary operator determination unit that determines this as a temporary operator temporarily corresponding to the telephone, a primary transfer unit that transfers the telephone to the determined primary operator, and a primary that confirms the customer's request in response to the transferred telephone Based on a search character string, a request content detection unit that detects input of a confirmed request content, a search character string acquisition unit that acquires one or more search character strings from the input request content The secondary operator candidate extraction unit which searches the text information of the correspondence history and extracts an operator having a correspondence history including at least one of one or more search character strings as a candidate of a secondary operator who should formally correspond to the telephone And determining the number of search character strings included in the correspondence history of the extracted operators from one or more search character strings, A priority score assigning unit for assigning a high priority score, a secondary operator determining unit for determining a secondary operator based on the assigned priority score, and a secondary transfer unit for transferring a call to the determined secondary operator; .

  Another aspect of the present invention is also a customer service support apparatus. This apparatus includes a request classification holding unit that holds a plurality of request items obtained by classifying customer requests according to predetermined classification criteria, an operator corresponding to a telephone call from a customer, and one or more requests that can be handled by the operator. An operator information holding unit that holds operator information in which items, correspondence information including text information indicating the contents of customer requests in the past and text information indicating correspondence contents by the operator is associated, and a telephone call from the customer is accepted An automatic voice response unit that indicates each of the plurality of request items to the customer by automatic voice, a request item detection unit that detects any specified input among the plurality of requested items that are input by the customer, Referring to the operator information, one of the operators associated with the input desired item is determined as the primary operator temporarily corresponding to the telephone. Input by the primary operator determination unit, the primary transfer unit that transfers the call to the determined primary operator, and the primary operator that confirms the customer's request in response to the transferred call, and inputs the confirmed request content A request content detecting unit for detecting a search character string, a search character string acquiring unit for acquiring one or more search character strings from the input request content, and searching for text information of the corresponding history based on the search character string, to obtain one or more A secondary operator candidate extraction unit that extracts an operator having a correspondence history including at least one of the search character strings as a candidate for a secondary operator who should formally respond to the telephone, and extracted from one or more search character strings A priority score assigning unit that determines the number of search character strings included in the correspondence history possessed by the operator and gives a higher priority score to an operator with a larger number of the search character strings. A secondary operator candidate display unit for determining a display mode for displaying the selected operator as a candidate for the secondary operator according to the given priority score, and displaying the extracted operator in a display mode on the terminal of the primary operator; A secondary operator designation detecting unit for detecting designation input of the secondary operator by the primary operator who confirmed the screen display, and a secondary transfer unit for transferring the telephone to the inputted secondary operator.

  Yet another embodiment of the present invention is also a customer service support apparatus. This device holds a plurality of upper items that classify requests from customers according to predetermined classification criteria and a plurality of lower items that classify requests classified as upper items according to more detailed classification criteria. From a customer, a request classification holding unit, an operator corresponding to a call from a customer, an operator information holding unit holding operator information associated with one or more upper items and one or more lower items that can be handled by the operator, When an incoming call is received, an automatic voice response unit that automatically indicates each of a plurality of higher-level items to the customer and an input by the customer that detects a designated input of any of the indicated higher-level items Referring to the item detection unit and operator information, one of the operators associated with the input upper item is determined as the primary operator temporarily corresponding to the telephone. The primary operator determination unit, the primary transfer unit that transfers the call to the determined primary operator, and the input by the primary operator that confirmed the customer's request in response to the transferred call, and the confirmed request belongs Referring to the operator information, the operator associated with at least one sub-item among the input one or more sub-items should formally correspond to the telephone with reference to the sub-item detection unit that detects input of one or more sub-items and operator information A secondary operator candidate extraction unit that extracts as a candidate for a secondary operator, and determines the number of one or more subordinate items that match one or more subordinate items associated with the extracted operator. A priority score assigning unit that assigns a higher priority score to more operators, and a secondary operation that determines a secondary operator based on the assigned priority scores. It comprises a chromatography data determination unit, and a secondary transfer unit that transfers the determined second operator telephone and.

  Yet another embodiment of the present invention is a customer service support method. This method refers to a table in which data indicating a plurality of request items obtained by classifying customer requests according to predetermined classification criteria is referred to when a customer call is received, and each of the plurality of request items is referred to. The steps shown to the customer who made a call by automatic voice and the input by the customer who made the call, and the request item specified by the customer by detecting one of the specified request items Data acquisition step, operator data corresponding to the phone call from the customer, data of one or more request items that the operator can handle, character string data indicating the customer's request content in the past, and the response content by the operator Referring to the operator table in which the correspondence history data including the character string data indicating the relation is recorded, the data of the desired item designated by the customer Determining one of the linked operators as the primary operator provisionally corresponding to the call, transferring the call to the determined primary operator, and confirming the customer's request in response to the transferred call A step of detecting input of data indicating the requested request content that is input by the primary operator; a step of acquiring one or more search character strings from the data indicating the input request content; and the acquired search character string The character string data included in the correspondence history data of the operator table is searched based on the operator, and the operator associated with the correspondence history data including at least one of the one or more search character strings should be officially dealt with by telephone. A step of extracting as a candidate for the next operator and acquiring the data of the operator, and extracting from one or more search character strings Determining the number of search character strings included in the correspondence history data associated with the associated operator, adding data indicating a higher priority score to the acquired operator data as the number of operators increases, Determining a secondary operator based on data indicating a priority score added to the data, and transferring a call to the determined secondary operator.

  It should be noted that any combination of the above-described constituent elements and a representation of the present invention converted between an apparatus, a method, a system, a program, a recording medium storing the program, and the like are also effective as an aspect of the present invention.

  ADVANTAGE OF THE INVENTION According to this invention, the telephone transfer to the operator who can respond appropriately to a customer's request can be implement | achieved in the telephone corresponding business.

Before describing embodiments of the present invention, an outline of the present invention will be described first.
In order to win today's inter-company competition, companies need to expand their business while maintaining personnel satisfaction through effective customer care while reducing labor costs by making effective use of human resources. There is. While the telephone service is an important opportunity for direct contact between a company and a customer, it is often a response to an inquiry that can be basically handled by anyone (hereinafter referred to as a “standard inquiry”). In the case of a securities company, the fixed inquiry is an inquiry about the current stock price information, a request for sending a product brochure, an order for buying and selling stocks, and the like.

  Therefore, an increasing number of companies open a call center as a central point of contact for telephone service. By completing the routine telephone service as described above at the call center, for example, the telephone service at the branch office is limited to those that cannot be handled by the call center (hereinafter referred to as “atypical inquiry”). . As a result, sales offices can focus on new customer development, etc., and effectively use human resources. Atypical inquiries are inquiries that require specific responses from sales representatives, such as “What is the recommended investment trust for me?” And “I want you to design a life plan”.

  Currently, the need for effective utilization of human resources is further increasing, and the role of call centers is expanding accordingly. In other words, beyond the standard inquiry, a part of the non-standard inquiry that requires more expertise is required to be handled by the call center. In other words, the area of telephone-related work that should be completed at the call center is expanding. From the point of view of an operator who handles a call from a customer at a call center, until now, it has been required to cover a wide business area instead of requiring expertise. At present, however, high expertise is required for some business areas. As described above, as a result of the operator's high level of expertise, the telephone service business area is subdivided, and the business area covered by each operator is narrow.

  FIG. 1 shows a segmented telephone service. This figure shows customer request items for a call center of a securities company. The large classification column 170 in the figure shows request items (hereinafter referred to as “upper items”) obtained by classifying customer requests in broad categories. The small classification column 172 indicates the desired items (hereinafter referred to as “lower items”) obtained by classifying the desired items in the large classification column 170 into more detailed categories.

  As described above, the area of the telephone service is currently subdivided, and basically, different operators need to correspond to the lower items shown in the small classification column 172 of FIG. Note that the lower items in the figure may be classified by detailed items indicating more detailed categories. For example, the upper item “product” and the lower item “public and corporate bond investment trust” may be further classified into detailed items “inquiry”, “product description”, “investment consultation”, and the like. In this case, the operator is required to be specialized for each detailed item, and the operator's telephone service is further subdivided.

  In order to grasp the customer's request contents and correspond to an appropriate operator, there may be a method in which an IVR (Interactive Voice Response) accepts a call from the customer once. In this case, the IVR indicates the desired item associated with the operator to the customer by automatic voice, and the customer selects the item to which his / her desire belongs from among the desired items indicated by the IVR. Thereby, the customer can select an operator who can respond to his / her desired items.

  However, as shown in FIG. 1, since the desired items that can be handled by the operator are subdivided, there are a large number of desired items indicated to the customer by the IVR, and the customer has to listen to a large number of desired items. As a result, the load on the customer is increased and the convenience for the customer is impaired. In addition, when an operator determines a transfer destination of a telephone, as a result of subdividing the telephone handling work that each operator is in charge of, it is not easy to know to which operator the telephone should be transferred. Accordingly, erroneous transfer is likely to occur, and as a result of transfer subsequent to transfer, convenience for the customer is also impaired.

  The embodiment of the present invention proposes a technique for transferring a call to an appropriate operator without increasing the load on the customer even in a situation where the telephone handling work in the call center is fragmented. Specifically, the customer is allowed to select a general category of his / her request, and the operator belonging to the category is made to confirm the detailed request content of the customer. Based on the contents of the customer's request input by the operator, the telephone is transferred to the operator who officially corresponds to the customer. Hereinafter, embodiments will be described.

(First embodiment)
FIG. 2 is a hardware configuration diagram showing the relationship between the call center and the customer.
The call center 300 may be configured as a set of a plurality of call centers that are geographically distributed. Here, a description will be given by taking as an example a call center that accepts a telephone call from a customer at a securities company and handles telephone securities transactions.

  In the call center 300, the customer support device 100, operator terminals 200 a, 200 b, and 200 c that are collectively referred to as an operator terminal 200, operator phones 202 a, 202 b, and 202 c that are collectively referred to as an operator phone 202, and an IP-PBX device 204 Are connected via a LAN (Local Area Network) 206.

  The IP-PBX device 204 is an IP-PBX (IP-Private Branch Exchange) connected to a telephone network 210 including an IP (Internet Protocol) telephone network and a public switched telephone network. The IP-PBX device 204 receives calls from customer telephones 212 a, 212 b, and 212 c that are collectively referred to as customer telephones 212 via the telephone network 210.

  The operator telephone 202 is an IP telephone set for each operator, and is controlled by the IP-PBX device 204. The operator accepts a call from a customer through an operator telephone 202 assigned to the operator and responds to the customer's request. Operator telephone 202 may be a telephone that does not support IP, and IP-PBX device 204 may also be a PBX device that does not support IP.

  The operator terminal 200 is a general web terminal installed for each operator. Operator terminal 200 and operator telephone 202 may be integrally formed. That is, operator terminal 200 may include the IP telephone function of operator telephone 202.

  A business system 208 is further connected to the LAN 206. The business system 208 is a system for processing stock orders and settlements. The operator confirms the order contents of the customer from the conversation with the customer, accesses the business system 208 via the operator terminal 200, and places an order for the customer.

  The customer support device 100 is a device that transfers a telephone call from a customer to an operator, and realizes a call transfer to an operator who can appropriately respond to the customer's request. The customer service support apparatus 100 is a computer including a CPU, a memory, a magnetic storage device, and the like, has a web server function, and displays a web page on the operator terminal 200. When an operator inputs information into a web page displayed on the operator terminal 200 and performs a transmission operation, HTTP (Hypertext Transfer Protocol) communication is performed between the operator terminal 200 and the customer support support apparatus 100, and data is transmitted and received. Is done.

  Here, an outline of a process for transferring a telephone call from a customer to an appropriate operator, with the customer support device 100 as a center, will be outlined. When the customer support device 100 receives an incoming call from the customer via the IP-PBX device 204, the customer response support device 100 automatically shows the customer's desired items to the customer and selects the customer's desired items. Let Based on the desired item selected by the customer, an operator provisionally corresponding to the customer (hereinafter referred to as “primary operator”) is determined, and the telephone is transferred to the primary operator. The primary operator who has been transferred the telephone confirms the detailed request contents of the customer and inputs the request contents to the operator terminal 200. The customer support support apparatus 100 acquires the request content input by the primary operator, determines an operator (hereinafter referred to as a “secondary operator”) that officially responds to the customer based on the request content, and performs secondary processing. Forward the call to the operator. Hereinafter, the functional configuration of the customer service support apparatus 100 will be described in detail.

  FIG. 3 is a block diagram illustrating a functional configuration of the customer service support apparatus 100 according to the first embodiment. Each block shown in the block diagram of the present specification can be realized in terms of hardware by an element such as a CPU of a computer or a mechanical device, and in terms of software, it can be realized by a computer program or the like. The functional block realized by those cooperation is drawn. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

  The customer service support apparatus 100 includes an external interface processing unit 110, a data holding unit 130, and a data processing unit 150. The external interface processing unit 110 is responsible for interface processing with external entities, that is, customers, operators, and external devices. The data holding unit 130 is a storage area for holding various data. The data processing unit 150 executes various types of data processing based on data acquired from the external interface processing unit 110 and the data holding unit 130. The data processing unit 150 also serves as an interface between the external interface processing unit 110 and the data holding unit 130.

Data holding unit 130:
The data holding unit 130 includes a request classification holding unit 132 and an operator information holding unit 134. The request classification holding unit 132 holds a plurality of request items obtained by classifying customer requests according to predetermined classification criteria. As shown in the small classification column 172 of FIG. 1, there are various requests from customers. By classifying this according to the classification criteria, a rough category as shown in the large classification column 170 of FIG. 1 is obtained, and the request classification holding unit 132 holds this category information as “request items”. The classification standard is a concept that includes a wide variety of customer requests, the number of classifications is such that it does not become a burden when the customer selects, and the correspondence with the operator is easy. The number of desired items is preferably approximately 10 or less.

  The operator information holding unit 134 is an “operator information” in which information indicating operator attributes such as the name and extension number of each operator, one or more desired items that can be handled by each operator, and the correspondence history of each operator are associated with each other. ". The request item here corresponds to the request item held in the data holding unit 130. The response history includes text information indicating the request contents of the past customer and text information indicating the response contents of the operator for the request contents.

  FIG. 4 is a data structure diagram of the operator information holding unit 134. The operator column 174 records the name of each operator. The extension number column 176 records the extension number of each operator. The availability flag column 178 records availability information indicating whether each operator can handle a call from a customer. This supportability information is updated by a supportability information setting unit 162 described later. When the correspondence availability flag column 178 is “◯”, correspondence is possible, and “×” indicates that correspondence is not possible. The situation where it is impossible to handle is, for example, when the operator is away from the desk or when the operator is in a state where he / she is handling another phone.

  The evaluation column 180 of FIG. 4 records the third party's evaluation of the telephone response by each operator. The third party is, for example, an administrator who observes the operator's telephone response and is a customer who actually receives the response. An evaluation information setting unit (not shown in FIG. 3) may acquire the operator evaluation information from an external device and set it in the evaluation column 180. In the figure, evaluation is set in three stages from 0 to 2. The requestable item column 182 stores customer request items that can be handled by each operator. In the request content history column 184, text information indicating the past customer request content is recorded. The correspondence content history column 186 records text information indicating the correspondence content of the operator with respect to the request content in the request content history column 184. The request contents and the corresponding contents are collectively referred to as “correspondence history” hereinafter.

  Further, the correspondence history recorded in the request content history column 184 and the correspondence content history column 186 may be recorded in a natural sentence, or one or more words / phrases indicating the main points of the content of the correspondence history are recorded. Also good. Further, the character strings recorded in the request content history column 184 and the corresponding content history column 186 may be normalized by a character string normalization unit (not shown). In this case, the character string normalization unit normalizes the character string of the recorded correspondence history with reference to synonym dictionary data (not shown). As a result, fluctuations due to synonyms of character strings recorded as the correspondence history of each operator can be reduced, and the hit rate in a search described later can be increased. Returning to FIG.

External interface processing unit 110:
The external interface processing unit 110 includes an automatic voice response unit 112, a telephone transfer unit 114, a request item detection unit 116, and a request content detection unit 118.

  The automatic voice response unit 112 provides an IVR function. Specifically, the automatic voice response unit 112 receives a SIP (Session Initiation Protocol) INVITE message from the IP-PBX device 204 that has received a call from a customer, establishes a call session with the customer phone 212, and Initiate a call with the customer. The automatic voice response unit 112 refers to a plurality of request items held in the request classification holding unit 132 and allows each of the request items to be automatically voiced to the customer so that the customer can select the category of the customer's request. It shows with. When the request item shown in the large classification column 170 in FIG. 1 is held, the customer is notified with an automatic voice of the content “Please dial 1 for merchandise, 2 for IT support”.

  The telephone transfer unit 114 transfers a telephone call from a customer to another functional block, for example, an operator instructed by a primary operator determination unit 152 or a secondary operator determination unit 160 described later. Specifically, the telephone transfer unit 114 requests the IP-PBX device 204 to transfer the phone, and causes the IP-PBX device 204 to transfer the phone.

  The request item detection unit 116 detects designation input of a request item by a customer. As described above, selectable desired items are shown to the customer by automatic voice, and the customer selects one of the desired items to which his / her request belongs and inputs the dial. The request item detection unit 116 receives a dial tone input signal input by the customer from the customer telephone 212 and determines a request item associated with the dial. For example, in the above example, if the received input signal corresponds to the first dial, it is determined that the desired item “product” is selected.

  The request content detection unit 118 receives data input to the operator terminal 200 by the primary operator and indicating the detailed request content of the customer. This input data is typically text information, may be a natural sentence indicating the requested content, or may be one or more words indicating the gist of the requested content. In the case of a natural sentence, for example, text information such as “I want to consult about investment for retirement benefits. I am thinking about a principal-oriented product and thinking about personal bonds or investment trusts for individuals.”

Data processing unit 150:
The data processing unit 150 includes a primary operator determination unit 152, a search character string acquisition unit 154, a secondary operator candidate extraction unit 156, a priority score assignment unit 158, a secondary operator determination unit 160, and an availability information setting unit. 162.

  The primary operator determination unit 152 refers to the operator information in the operator information holding unit 134 and determines any of the operators associated with the desired item designated by the customer as the primary operator. For example, when the operator information is in the state shown in FIG. 4 and the customer selects “product” as the desired item, the primary operator determining unit 152 refers to the available request item column 182 and corresponds to the desired item “product”. One of the possible operators, that is, operators A to F, is determined as the primary operator. The primary operator determination unit 152 notifies the telephone transfer unit 114 of the extension number of the primary operator and transfers the customer's phone to the primary operator. The primary operator determining unit 152 may refer to the operator information availability flag column 178 so that an operator whose correspondence availability information is set to “x” is not selected as the primary operator.

  The search character string acquisition unit 154 acquires one or more search character strings from data indicating the request content input by the primary operator. When the requested content is input as a natural sentence and a search character string is acquired from the natural sentence, the search character string acquisition unit 154 first performs morphological analysis on the natural sentence and extracts a noun word, for example. Next, it is determined whether the extracted word exists in the dictionary data stored in advance, and the existing word is selected as a search character string. Note that a character string indicating an assumed customer request is recorded in the dictionary data. For example, it may be empirically extracted from the customer's past request contents and recorded in the dictionary.

  When the request content detection unit 118 acquires the natural sentence described above, the search character string acquisition unit 154 searches, for example, “retirement allowance”, “investment consultation”, “emphasis on principal”, “national bond for individuals”, and “investment trust”. Get as a string. As another method, the search character string acquisition unit 154 may extract the character string by the N-gram method and determine the dictionary data. Further, the fluctuation of the search character string due to the synonym may be absorbed by normalizing the search character string with reference to synonym dictionary data (not shown).

  The secondary operator candidate extraction unit 156, based on one or more search character strings acquired by the search character string acquisition unit 154, the correspondence history of operator information, for example, the request content history column 184 and the correspondence content history column in FIG. The text information recorded in 186 is searched. The secondary operator candidate extraction unit 156 extracts an operator having a correspondence history including at least one of one or more search character strings as a secondary operator candidate. When the operator information is the case of FIG. 4 and the five search character strings described above are acquired, the secondary operator candidate extraction unit 156 operates as operators A and B as operators including any one of the five search character strings. , C, F are extracted. Similar to the primary operator determination unit 152, the secondary operator candidate extraction unit 156 also refers to the availability flag column 178 of the operator information, and the operator for which the availability information is set to “×” It does not have to be extracted as a candidate.

  The priority score assigning unit 158 assigns a priority score to the operator extracted as a secondary operator candidate by the secondary operator candidate extracting unit 156 according to a predetermined condition. The priority score is a parameter used for determining a secondary operator to be transferred to a telephone or determining a display mode of operator information to be displayed on the operator terminal 200 when the secondary operator is determined by the primary operator. It is. The priority score assigning unit 158 assigns a higher priority score to an operator assumed to be able to appropriately respond to the customer's request. A specific example of giving priority scores is shown below.

  The priority score assigning unit 158 determines the number of search character strings included in the correspondence history associated with the operator extracted as a candidate for the secondary operator, and assigns a higher priority score to the operator with the larger number. Also good. In the example of FIG. 4, operator A has three search strings, operator B has four, operator C has three, and operator F has two, so the highest priority score is assigned to operator B. Then, a priority score is given so as to satisfy the following operator B> A = C> F. Note that the number of search character strings may be 1 regardless of how many the same search character strings are included, or may be determined by the number of times included. In the former case, the coverage rate of the search character string is emphasized, and in the latter case, the operator's number of telephone calls, in other words, the operator's experience value is emphasized.

  Further, the priority score assigning unit 158 refers to the availability information associated with the operator extracted as the candidate for the secondary operator, and sets the operator's priority score so that the operator who can respond to the telephone has a higher priority score. You may adjust. In this adjustment, the operator's priority score may be increased by adding a predetermined score to the operator's priority score corresponding to the telephone. Further, the priority score of the operator may be lowered by subtracting a predetermined score from the priority score of the operator who cannot handle the call. When the operator information is given in FIG. 4, the priority score assigning unit 158 refers to the correspondence availability flag column 178 in FIG. 4 and lowers the priority score of the operator B who cannot respond to the telephone, or other operators A , C, F priority score is increased.

  Further, the priority score assigning unit 158 refers to the evaluation information associated with the operator extracted as a candidate for the secondary operator, and the operator's priority score is set such that the higher the third party evaluation, the higher the priority score. May be adjusted. The adjustment method is the same as in the case of adjustment based on the availability information. When the operator information is given in FIG. 4, the priority score assigning unit 158 refers to the evaluation column 180 and assigns a priority score with the magnitude of the operators A and F> B> C.

  The secondary operator determination unit 160 determines a secondary operator based on the priority score assigned to the operator extracted as a candidate for the secondary operator. For example, the operator given the highest priority score may be determined as the secondary operator. In addition, among the operators that can respond to the customer's phone call, the operator given the highest priority score may be determined as the secondary operator. Furthermore, a secondary operator may be determined at random from among operators whose priority scores are within a predetermined rank. The secondary operator determination unit 160 notifies the telephone transfer unit 114 of the determined extension number of the secondary operator, and transfers the customer's phone to the secondary operator.

  The availability information setting unit 162 obtains information indicating whether the operator is in a situation capable of handling a call from a customer from an external device, and sets the availability information of the operator information. For example, when the operator inputs presence information indicating presence / absence of confidence in the operator terminal 200, the availability information setting unit 162 detects the input. In addition, status data indicating that the operator telephone 202 is in use and has been used is received from the IP-PBX device 204. When the acquired presence information indicates that the operator is away or the status data indicates that the operator telephone 202 is being used, the availability information setting unit 162 cannot handle the availability information associated with the operator. Set as shown. In the case of the operator information shown in FIG. 4, “×” is set in the availability flag column 178.

FIG. 5 is a flowchart showing a processing process from when a customer's telephone is received until the telephone is transferred to the secondary operator in the first embodiment.
When the automatic voice response unit 112 receives a call from the customer, the automatic voice response unit 112 indicates the plurality of desired items classified in advance to the customer by automatic voice (S2). The request item detection unit 116 acquires the request item input by the customer (S4). The primary operator determination unit 152 refers to the operator information in the operator information holding unit 134 based on the acquired desired item, and determines one of the operators associated with the desired item as the primary operator (S6). The telephone transfer unit 114 transfers the telephone to the determined primary operator (S8).

  Subsequently, when the primary operator confirms the detailed request contents of the customer in response to the transferred telephone and inputs the request contents to the operator terminal 200, the request item detection unit 116 inputs the requested request contents. Is acquired (S10). The search character string acquisition unit 154 acquires a search character string from the request contents, and the secondary operator candidate extraction unit 156 extracts an operator that matches any of the search character strings as a candidate for the secondary operator (S12). ). As will be described later, the priority score assigning unit 158 assigns a priority score to the operator extracted as a candidate for the secondary operator (S14). The secondary operator determination unit 160 determines a secondary operator based on the priority score given to the operator (S16), and the telephone transfer unit 114 transfers the telephone to the secondary operator (S18).

FIG. 6 is a flowchart showing in detail the priority score assigning process of FIG.
In the loop process (S30), the priority score assigning unit 158 determines the number of search character strings included in the extracted operator correspondence history (S32), and sets the priority score by the number of search character strings. Add (S34-S38). When the operator is set to be ready for a call (Y in S40), the priority score assigning unit 158 adds the priority score of the operator (S42). When it is set that the operator is incapable of answering a call (N in S40), the priority score is not added. The priority score assigning unit 158 adds the evaluation value of each operator to the priority score (S44). The priority score assigning unit 158 repeats the above process for the number of operators extracted as candidates for the secondary operator (S46).

  Each of (a), (b), (c), and (d) of FIG. 7 shows a change in the priority score of each operator in the priority score assigning process shown in FIG. This figure shows a process in which the priority scores of the operators A, B, C, and F extracted as secondary operator candidates in the operator information of FIG. 4 change. FIG. 7A shows the initial state of the priority score of each operator, and the priority score of any operator is zero. (B) of FIG. 7 shows the state of the priority score after S34 to S38 of FIG. 6, and the priority score of the operator B having the largest number of search character strings existing in the correspondence history is the highest.

  FIG. 7C shows the state of the priority score after S42 in FIG. 6, and the priority scores of the other operators except the operator B who cannot respond to the telephone call are large. (D) of FIG. 7 shows the state of the priority score after S44 of FIG. 6. As a result of adding the magnitude of evaluation of each operator to the priority score, the final priority score is operator A> F>. The order is C> B. When the secondary operator determination unit 160 sets the operator having the highest priority score as the secondary operator, the operator A is determined as the secondary operator.

  According to the present embodiment, after the customer's request is selected from a rough category by the customer, the primary operator associated with the category confirms the detailed request content, and based on the request content. The call is transferred to the determined secondary operator. Since the category to be selected by the customer is set to a number that does not increase the customer's load, the customer's load is not increased. In addition, since the customer's request is categorized to some extent and the primary operator belonging to that category responds, the primary operator fully understands the customer's request and can input the request contents as the search condition for the secondary operator. it can. This increases the accuracy of determining an appropriate secondary operator. This will be specifically described below.

  In order for a customer to select a secondary operator by replying to the IVR himself, the customer shows a number of subordinate items as shown in the subcategory column 172 of FIG. It was necessary to determine the subordinate items that matched According to the present embodiment, what is shown to the customer is a rough upper item as shown in the large classification column 170 of FIG. 1, and the load on the customer is minimized. In addition, when the IVR is used to ask the customer about a number of subordinate items, the customer hangs up and there is a risk of losing business opportunities. According to the present embodiment, occurrence of such an opportunity loss can also be prevented.

  In addition, there are a wide variety of customer requests that need to be handled at the call center. When the operator is called from the beginning, the operator requests the customer's request, especially when the customer's request is far from the operator's special area. It may not be able to grasp enough. According to the present embodiment, the operator belonging to the upper item selected by the customer responds by telephone as the primary operator. Thereby, even if the operator cannot respond to the customer's request, it is easy to grasp the customer's request, and can fully understand the customer's request and input the request contents. In addition, the primary operator can directly communicate with the customer to clarify the customer's request that the customer himself did not recognize. This can expand business opportunities and improve customer satisfaction.

  In addition, operator specialization has been subdivided to respond to a wide range of customer demands. Even if the primary operator can fully understand the customer demands, it will seek out secondary operators outside its own specialized field. It can be difficult. According to the present embodiment, when the primary operator inputs the request contents of the customer, the customer support support apparatus automatically determines an appropriate secondary operator based on the past telephone response record. This can reduce the load on the operator.

  In other words, the customer service support apparatus 100 according to the present embodiment realizes the role sharing based on the respective areas of expertise between the human and the computer, thereby making a call to an appropriate operator without increasing the load on the customer and the operator. Realize the transfer. That is, the customer's request is grasped in the dialogue between the customer and the primary operator, and the determination of the secondary operator based on the vast past telephone correspondence results is automated by the computer.

  In addition, according to the present embodiment, the secondary operator is determined based on the telephone correspondence performance of the individual operator regardless of the organization to which the operator belongs and the specialized field of the call center. In other words, a telephone service based on the operator's personal expertise is realized. This eliminates the need to establish a call center for each customer's request and business expertise. In other words, a call center that can meet the needs of a wide range of customers with a minimum number of people can be realized by combining the expertise of the operator.

  Furthermore, according to this embodiment, the number of search character strings included in the operator's response history, whether or not the operator can respond to the phone, and the magnitude of evaluation by the third party for the operator's phone response A priority score is assigned to the operator, and a secondary operator is determined based on the priority score. Based on the number of search character strings included in the response history, it is possible to select an operator who has responded to a similar request in the past and is likely to appropriately respond to the customer's request this time. In addition, by selecting an operator who can respond to a telephone call, it is possible to avoid the loss of convenience for the customer because the telephone transfer destination operator cannot respond due to absence or during a telephone call. In addition, by taking into account the evaluation by a third party, an operator who is highly likely to improve customer satisfaction during a telephone response is easily determined as a secondary operator.

(Second Embodiment)
The customer support apparatus 100 according to the first embodiment allows a primary operator to input customer request contents, and automates determination of a secondary operator and telephone transfer based on the request contents. In the second embodiment, the customer support apparatus 100 indicates the secondary operator candidates to the primary operator, causes the primary operator to determine the secondary operator, and transfers the telephone to the secondary operator.

  FIG. 8 is a block diagram illustrating a functional configuration of the customer service support apparatus 100 according to the second embodiment. In addition, the same code | symbol is attached | subjected to the functional block similar to the customer correspondence assistance apparatus 100 in 1st Embodiment. Hereinafter, the difference from the first embodiment will be mainly described.

  The external interface processing unit 110 according to the present embodiment further includes a secondary operator candidate display unit 120 and a secondary operator designation detection unit 122. Further, the data processing unit 150 does not include the secondary operator determination unit 160. In this embodiment, the primary operator is determined as the secondary operator.

  The secondary operator candidate display unit 120 first determines a display mode for displaying the operator information of the operator extracted by the secondary operator candidate extraction unit 156 as a secondary operator candidate on the screen. In determining the display mode, the priority score given to each operator by the priority score giving unit 158 is followed. Specifically, the display mode is determined so as to emphasize an operator with a high priority score. For example, the secondary operator candidate display unit 120 may place the display order of an operator with a high priority score higher. Moreover, it is good also as a display mode which shows operator information with a high priority score in bold, adds a color, or attaches a mark to the operator information.

  Next, the secondary operator candidate display unit 120 shows the operator information to the primary operator in the determined display mode. Specifically, display data including operator information is created in HTML (HyperText Markup Language), transmitted to the operator terminal 200 of the primary operator, and displayed on the browser of the operator terminal 200.

FIG. 9 is a screen diagram displayed on the operator terminal 200.
This figure shows a secondary operator selection screen 188 displayed on the browser of the operator terminal 200, and each operator is displayed in descending order of the priority score given to the operator. In the figure, the same data as in FIG. 4 is displayed in the items having the same reference numerals as the operator information in FIG. In the priority score column 190, the priority score assigned to each operator by the priority score giving unit 158 is displayed. In the transfer field 192, transfer buttons 194a to 194d collectively referred to as the transfer button 194 are displayed. When the primary operator confirms the secondary operator candidates displayed on the secondary operator selection screen 188 and determines the secondary operator to which the telephone is to be transferred, the primary operator presses the secondary operator transfer button 194. Returning to FIG.

  The secondary operator designation detector 122 detects a secondary operator designation input by the primary operator. Specifically, the secondary operator designation detection unit 122 receives HTTP request data from the browser of the operator terminal 200, and acquires identification information of the operator designated as the secondary operator from the data. The secondary operator designation detecting unit 122 notifies the telephone transfer unit 114 of the extension number of the secondary operator and causes the customer's telephone to be transferred to the secondary operator.

FIG. 10 is a flowchart showing a process from receiving a customer's phone call to transferring the call to a secondary operator in the second embodiment. S22 to S34 in the figure are the same as S2 to S14 in FIG.
The secondary operator candidate display unit 120 displays secondary operator candidates on the screen of the primary operator terminal (S36). The secondary operator designation detection unit 122 detects the designation of the secondary operator by the primary operator who has confirmed the candidate for the secondary operator, and notifies the telephone transfer unit 114 (S38). The telephone transfer unit 114 transfers the telephone call from the customer to the notified secondary operator (S40).

  The customer service support apparatus 100 according to the present embodiment causes the primary operator to determine the secondary operator. Thereby, in the selection of the secondary operator, it is possible to reflect the judgment of the primary operator who directly interacts with the customer and grasps the customer's request contents. That is, it is easy to select an appropriate secondary operator by reflecting the customer's atmosphere and language nuances that can be recognized only by an operator rather than a computer in the determination of the secondary operator.

  For example, if the primary operator who has confirmed the secondary operator selection screen 188 in FIG. 9 determines that the customer is interested in net trading in the conversation with the customer, the response is the second in priority score order. An operator F including “IT support” in the possible request item column 182 can be selected as a secondary operator. Further, the secondary operator selection screen 188 may include evaluation information (not shown) of each operator shown in the evaluation column 180 of FIG. 4. When the customer is unhappy, the primary operator selects this evaluation information. Can be selected as a secondary operator in preference to an operator with a high value.

  Also, it will be understood by those skilled in the art that the effects described in the first embodiment can also be enjoyed in this embodiment, for example, the secondary operator can be determined without increasing the customer's load.

(Third embodiment)
The customer response support apparatus 100 according to the first embodiment searches for an operator having a response history including customer request contents. The customer support apparatus 100 according to the present embodiment searches for an operator that can correspond to a lower item to which the customer's request content belongs, including the lower item of the request item in the operator information.

  FIG. 11 is a block diagram illustrating a functional configuration of the customer service support apparatus 100 according to the third embodiment. In addition, the same code | symbol is attached | subjected to the functional block similar to the customer correspondence assistance apparatus 100 in 1st Embodiment. Hereinafter, the difference from the first embodiment will be mainly described.

  The external interface processing unit 110 includes an upper item detection unit 124 and a lower item detection unit 126 instead of the request item detection unit 116 and the request content detection unit 118. Further, the data processing unit 150 of the present embodiment does not include the search character string acquisition unit 154. In the present embodiment, the primary operator inputs the subordinate items themselves, and it is not necessary to extract the search character string from the information input by the primary operator.

  The request category holding unit 132 is a request item shown in the large classification column 170 of FIG. 1, which is a high-order item indicating a rough category of the customer's request, and a request item shown in the small classification column 172 of FIG. It holds sub-items that categorize customer requests in detail. The operator information holding unit 134 holds operator information in which one or more upper items and lower items that can be handled by the operator are associated with each other. FIG. 12 is a data structure diagram of the operator information holding unit 134. The operator information in the present embodiment includes a compatible upper item column 196 corresponding to the response request item column 182 and a compatible lower item column 198 that records lower items that can be handled by the operator. The other item fields are the same as in FIG.

  The upper item detection unit 124 is the same as the desired item detection unit 116 in the first embodiment, and detects designation input of the upper item by the customer. The lower item detection unit 126 corresponds to the request content detection unit 118 in the first embodiment, but the lower item detection unit 126 detects the designation input of the lower item by the primary operator. That is, when the primary operator in the present embodiment confirms the customer's request content, the primary operator designates and inputs a subordinate item to which the request content belongs instead of inputting the request content itself.

  The secondary operator candidate extraction unit 156 refers to the available lower item column 198 of the operator information, and selects an operator associated with at least one lower item among one or more lower items input by the primary operator as a secondary operator. Extracted as a candidate. For example, when the operator information is set as shown in FIG. 12, when the primary operator designates and inputs “individual bonds for individuals”, “public and corporate bond investment trusts”, and “foreign currency public and corporate bond investment trusts” as subordinate items, secondary operator candidate extraction is performed. The unit 156 extracts operators A, B, and C as secondary operator candidates.

  The priority score assigning unit 158 determines the number of one or more sub-items input by the primary operator that matches the sub-item associated with the operator extracted as the secondary operator, and the higher the number, the higher the priority. Give a score. For example, in the case of the previous example, since the number of matches of the operator A is 3, the operator B is 1, and the operator C is 2, the priority score given by the priority score assigning unit 158 is operator A> C> B. It becomes the order of. Note that the adjustment of the priority score based on whether or not the operator can respond to a call and the magnitude of the operator's evaluation is the same as in the first embodiment.

  In the first embodiment, since the secondary operator is determined based on the operator's response history, basically, an operator who has a lot of telephone experience is likely to be a secondary operator. On the other hand, the customer support apparatus 100 according to the present embodiment determines a secondary operator based on the subordinate items designated as the primary operator. As a result, even an operator with little telephone experience can easily become a secondary operator, and the growth of the operator can be promoted. This is also effective when telephone experience is gained outside the current specialized field in order to expand the range of work that can be handled by individual operators.

  In addition, according to the present embodiment, processing for extracting a search character string, for example, morphological analysis, N-gram analysis processing, and matching processing with dictionary data are not necessary. Hardware resources can be reduced and processing throughput can be improved.

  Furthermore, it will be understood by those skilled in the art that in this embodiment, the effects described in the first embodiment can be enjoyed, such as determining a secondary operator without increasing the customer's load.

  It should be noted that a customer support apparatus that combines the present embodiment and the second embodiment may be used. In other words, the customer support apparatus 100 shows the secondary operator candidates extracted based on the subordinate items designated as the primary operator to the primary operator, and transfers the call to the secondary operator determined by the primary operator. In this case, in the block diagram of FIG. 11, the external interface processing unit 110 further includes a secondary operator candidate display unit 120 and a secondary operator designation detection unit 122, and the data processing unit 150 includes a secondary operator determination unit 160. Not included. Thereby, it can enjoy also about the effect already described in 2nd Embodiment.

  The present invention has been described based on the embodiments. This embodiment is an exemplification, and it will be understood by those skilled in the art that various modifications can be made to combinations of the respective constituent elements and processing processes, and such modifications are also within the scope of the present invention. is there.

  The customer service support apparatus may further include a telephone response number setting unit. In this case, the operator information holding unit 134 further holds, as operator information, the number of telephone correspondences by each operator, and the telephone correspondence number setting unit obtains the identification information of the operator to which the customer's telephone has been transferred from the telephone transfer unit 114. Then, add the number of telephone correspondences of the operator. The priority score assigning unit 158 adjusts the priority score according to the number of cases so that the operator having a smaller number of corresponding calls has a higher priority score. As a result, the number of telephone calls for each operator can be easily leveled, and the load on each operator can be distributed.

It is a figure which shows the telephone corresponding | compatible work subdivided. It is a hardware block diagram which shows the relationship between a call center and a customer. It is a block diagram which shows the function structure of the customer service assistance apparatus in 1st Embodiment. It is a data structure figure of an operator information holding part. 6 is a flowchart showing a processing process from when a customer's telephone is received until the telephone is transferred to a secondary operator in the first embodiment. It is a flowchart which shows the priority score provision process of FIG. 5 in detail. (A) (b) (c) (d) is a figure which shows the change of each operator's priority score in the priority score provision process shown in FIG. It is a block diagram which shows the function structure of the customer response assistance apparatus in 2nd Embodiment. It is a screen figure displayed on an operator terminal. In 2nd Embodiment, it is a flowchart which shows the process from receiving a customer's telephone until it transfers a telephone to a secondary operator. It is a block diagram which shows the function structure of the customer service assistance apparatus in 3rd Embodiment. It is a data structure figure of an operator information holding part.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 100 Customer response support apparatus, 110 External interface processing part, 112 Automatic voice response part, 114 Telephone transfer part, 116 Request item detection part, 118 Request content detection part, 120 Secondary operator candidate display part, 122 Secondary operator designation | designated detection part , 124 Upper item detection unit, 126 Lower item detection unit, 130 Data holding unit, 132 Request classification holding unit, 134 Operator information holding unit, 150 Data processing unit, 152 Primary operator determination unit, 154 Search character string acquisition unit, 156 2 Next operator candidate extraction section, 158 Priority score assignment section, 160 Secondary operator determination section, 162 Correspondence availability information setting section, 170 Major classification field, 172 Small classification field, 174 Operator field, 176 Extension number field, 178 Correspondence flag field , 180 Evaluation column, 182 Requestable items 184 Requested content history column, 186 Corresponding content history column, 188 Secondary operator selection screen, 190 Priority score column, 192 Transfer column, 194 Transfer button, 196 Corresponding upper item column, 198 Corresponding lower item column, 200 Operator terminal 202 operator telephone, 204 IP-PBX equipment, 208 business system, 210 telephone network, 212 customer telephone, 300 call center.

Claims (6)

A request classification holding unit that holds a plurality of request items obtained by classifying customer requests according to predetermined classification criteria;
An operator corresponding to a telephone call from a customer, one or more of the request items that can be handled by the operator, a correspondence history including text information indicating a request content of a past customer and text information indicating a response content by the operator are associated with each other. An operator information holding unit for holding the received operator information;
When receiving a call from a customer, an automatic voice response unit that indicates each of the plurality of desired items to the customer by automatic voice;
A request item detection unit that detects input specified by any one of the plurality of request items indicated by the customer;
A primary operator determination unit that refers to the operator information and determines any of the operators associated with the input request item as a primary operator provisionally corresponding to the telephone;
A primary transfer unit for transferring the call to the determined primary operator;
Input by a primary operator who confirmed a customer's request in response to the transferred telephone, and a request content detection unit for detecting the input of the confirmed request content,
A search character string acquisition unit for acquiring one or more search character strings from the input request content;
Searching the text information of the correspondence history based on the search character string, an operator having a correspondence history including at least one of the one or more search character strings is a secondary operator who should formally correspond to the telephone. A secondary operator candidate extraction unit to extract as candidates;
A priority score assigning unit that determines the number of search character strings included in the correspondence history of the extracted operator among the one or more search character strings, and assigns a higher priority score to an operator having the larger number;
A secondary operator determination unit for determining the secondary operator based on the assigned priority score;
A secondary transfer unit for transferring the call to the determined secondary operator;
A customer support device characterized by comprising: A request classification holding unit that holds a plurality of request items obtained by classifying customer requests according to predetermined classification criteria;
An operator corresponding to a telephone call from a customer, one or more of the request items that can be handled by the operator, a correspondence history including text information indicating a request content of a past customer and text information indicating a response content by the operator are associated with each other. An operator information holding unit for holding the received operator information;
When receiving a call from a customer, an automatic voice response unit that indicates each of the plurality of desired items to the customer by automatic voice;
A request item detection unit that detects input specified by any one of the plurality of request items indicated by the customer;
A primary operator determination unit that refers to the operator information and determines any of the operators associated with the input request item as a primary operator provisionally corresponding to the telephone;
A primary transfer unit for transferring the call to the determined primary operator;
Input by a primary operator who confirmed a customer's request in response to the transferred telephone, and a request content detection unit for detecting the input of the confirmed request content,
A search character string acquisition unit for acquiring one or more search character strings from the input request content;
Searching the text information of the correspondence history based on the search character string, an operator having a correspondence history including at least one of the one or more search character strings is a secondary operator who should formally correspond to the telephone. A secondary operator candidate extraction unit to extract as candidates;
A priority score assigning unit that determines the number of search character strings included in the correspondence history of the extracted operator among the one or more search character strings, and assigns a higher priority score to an operator having the larger number;
A display mode for displaying the extracted operator as a candidate for the secondary operator is determined according to the assigned priority score, and the extracted operator is displayed on the primary operator terminal in the display mode in the display mode. Secondary operator candidate display section to be
A secondary operator designation detector for detecting designation input of the secondary operator by the primary operator who confirmed the screen display;
A secondary transfer unit for transferring the telephone to the input secondary operator;
A customer support device characterized by comprising: Request classification holding that holds a plurality of high-order items that classify requests from customers according to predetermined classification criteria and a plurality of low-level items that classify requests classified as the high-level items according to more detailed classification criteria And
An operator information holding unit for holding operator information in which an operator corresponding to a call from a customer and one or more upper items and one or more lower items that can be handled by the operator are associated;
When receiving a call from a customer, an automatic voice response unit that indicates each of the plurality of upper items to the customer by automatic voice; and
An upper item detection unit that detects input specified by any one of the plurality of upper items indicated by the customer,
A primary operator determining unit that refers to the operator information and determines any of the operators associated with the input upper item as a primary operator temporarily corresponding to the telephone;
A primary transfer unit for transferring the call to the determined primary operator;
A subordinate item detection unit that detects input of one or more subordinate items to which the confirmed request belongs, which is input by a primary operator who confirms a customer's request in response to the transferred call;
Secondary operator candidate extraction for referring to the operator information and extracting an operator associated with at least one lower item of the input one or more lower items as a candidate of a secondary operator who should formally correspond to the telephone And
A priority score assigning unit that determines the number of one or more input subordinate items that match one or more subordinate items associated with the extracted operator, and assigns a higher priority score to an operator having a larger number of the subordinate items; ,
A secondary operator determination unit for determining the secondary operator based on the assigned priority score;
A secondary transfer unit for transferring the call to the determined secondary operator;
A customer support device characterized by comprising: The operator information further includes availability information indicating whether or not the operator can respond to a call from a customer.
It further includes a supportability information setting unit that acquires information indicating whether the operator is in a situation that can handle a call from a customer from an external device, and updates the supportability information.
The priority score assigning unit refers to the correspondence availability information, and adjusts the priority score according to whether or not the telephone can be handled so that an operator capable of handling the telephone has a higher priority score. 4. A customer service support apparatus according to claim 1, wherein The operator information further includes evaluation information indicating the level of evaluation by a third party with respect to the quality of the telephone response by the operator,
The said priority score provision part adjusts a priority score according to the said evaluation information so that it may become a high priority score, so that the said operator with high said evaluation refers to the said evaluation information. The customer service support apparatus according to any of the above. A table in which data indicating a plurality of request items obtained by classifying customer requests according to predetermined classification criteria is referred to when a customer call is received, and each of the plurality of request items is automatically voiced. Showing to the customer who made the call;
An input by the customer who made the call, detecting any one of the plurality of requested items indicated, and obtaining data of the desired item designated by the customer;
Operator data corresponding to a telephone call from a customer, data of one or more request items that can be handled by the operator, character string data indicating a request content of a past customer, and character string data indicating a response content by the operator Determining an operator associated with the data of the desired item designated by the customer as a primary operator temporarily corresponding to the telephone with reference to an operator table recorded in association with correspondence history data including ,
Transferring the call to the determined primary operator;
An input by a primary operator who has confirmed a customer's request in response to the forwarded telephone call, and detecting input of data indicating the confirmed request content;
Obtaining one or more search character strings from the data indicating the input request content;
Character string data included in the correspondence history data of the operator table is searched based on the acquired search character string and associated with correspondence history data including at least one of the one or more search character strings. Extracting the operator as a candidate for a secondary operator who should formally correspond to the telephone and obtaining the operator data;
The number of search character strings included in the correspondence history data associated with the extracted operator among the one or more search character strings is determined, and the data having a higher priority score is obtained as the number of operators increases. Adding to the operator's data,
Determining the secondary operator based on data indicating a priority score added to the operator's data;
Transferring the call to the determined secondary operator;
A customer support method characterized by comprising:

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