JP2009290532A - Call receiving system, call receiving method and call receiving program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To select an operator of a back reception part who is most appropriate for receiving a call on the basis of the reception contents of the call in a front reception part and skill information of each operator of the back reception when transferring the call received by the front reception part of a call center to the back reception part. <P>SOLUTION: The control part 12 of the front reception part 1 receives a call from a caller and inputs the reception contents in the front reception part which has received the call from the caller. Also, when the call is transferred to the back reception part, the control part 12 selects the operator of the back reception part to receive the received call on the basis of a keyword included in the reception contents of the call and the skill information including the keyword by operator of the back reception part. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to call reception technology, and in particular, when a call received by a front reception unit of a call center is transferred to a back reception unit, the response contents of the call in the front reception unit and skill information for each operator of the back reception unit, The present invention relates to a call reception system, a call reception method, and a call reception program for selecting an operator of a back reception unit that is most appropriate for responding to the call.

As a call reception technology in the conventional call center, we provide classification data that classifies secondary responders into specialized fields for primary responders in charge of inquiries from users, and the primary responders conform to the field of this inquiry There has been proposed a user support system that selects one secondary responder as a successor from secondary responders in a specialized field (see, for example, Patent Document 1).
Further, for example, customer information corresponding to customer key information given in relation to the inquiry received by the call center (for example, information relating to the customer's transaction level) is read from the database, and the inquiry is distributed using the read customer information. A system for determining an operator terminal or an operator telephone has been proposed (see, for example, Patent Document 2).
JP 2005-49976 A JP 2002-358410 A

In recent years, due to personnel expenses and tax incentives, a large number of operators have been assigned to the reception areas of call centers, and a small number of back reception areas in the vicinity of design departments and factories far from the location of the reception areas. The number of cases where experienced operators are arranged is increasing.
Here, in a call center that accepts an operation method or repair inquiry for a personal computer or the like, when the inquiry content from the customer (caller) who has called the front reception unit is highly technical, for example, The operator of the back reception unit can take over from the front reception unit.
However, in the conventional technique proposed in Patent Document 1, the primary responder selects a successor from secondary responders in a specialized field that matches the content of the current inquiry. Therefore, when the call received by the front reception unit of the call center is handed over to the back reception unit, the back reception unit is particularly distributed in a location away from the front reception unit, depending on the prior art proposed in Patent Document 1. In some cases, it is difficult to select the operator of the back reception unit having the skill most suitable for the content of the inquiry from the caller of the call.

The prior art proposed in Patent Document 2 is a technique for determining an operator who distributes an inquiry based on customer information stored in advance in a database. An inquiry from a caller of a call received at a front reception unit. There is no automatic selection of the operator of the back reception section having the skill most suitable for the content.
The present invention has been made in view of such circumstances, and an object of the present invention is to answer the call at the front reception unit when the call reception unit at the call center accepts the call received by the back reception unit. To provide a call reception system, a call reception method, and a call reception program for selecting an operator of a back reception unit most appropriate to respond to the call based on contents and skill information for each operator of the back reception unit It is.

In the present invention, the above-described problems are solved as follows.
(1) A call reception system in a call center including a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit is provided.
The front reception unit includes a reception unit that receives a call from a caller, a transfer unit that transfers the call from the front reception unit to the back reception unit, and a front reception unit that handles the call from the caller. A response content input means for inputting the response content of the caller and the operator, a keyword included in the response content when the call is handed over to the back reception unit, and the keyword for each operator of the back reception unit Selection means for selecting an operator of the back reception unit to respond to the received call based on the skill information.
(2) The response content input means includes a voice recording means for recording a voice uttered from the operator and the caller during a call from the caller by the operator; Data conversion means for converting into data. Further, the selection means selects an operator of a back reception unit that should respond to the received call based on a keyword having a high appearance frequency in the character data and the skill information.
(3) The response content input means includes voice recording means for recording a voice uttered from the operator and the caller while the call is received from the caller by the operator. Further, the selection means selects an operator of the back reception unit that should respond to the received call based on a keyword having a high voice intensity among keywords included in the recorded voice and the skill information.
(4) The selection means selects a plurality of back reception unit operators distributed in a distributed manner.
(5) The following call reception method is used in a call center including a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit.
The call reception method includes: a reception step in which the front reception unit receives a call from a caller; a takeover step in which the call is transferred from the front reception unit to the back reception unit; and a call reception from the caller. A reception content input step for inputting the response content of the caller and the operator in the front reception unit, a keyword included in the response content when the call is handed over to the back reception unit, and an operator of the back reception unit And a selection step of selecting an operator of the back reception unit that should respond to the received call based on the skill information including each keyword.
(6) The response content input step includes a step of recording a voice uttered from the operator and the caller during a call from the caller by the operator, and converting the recorded voice into character data. Converting. In the selection step, an operator of the back reception unit that should respond to the received call is selected based on a keyword having a high appearance frequency in the character data and the skill information.
(7) The answering content input step includes a step of recording a voice uttered from the operator and the caller during the answering of the call from the caller by the operator. Further, the selection step selects an operator of the back reception unit to respond to the received call based on a keyword having a high voice strength among the keywords included in the recorded voice and the skill information.
(8) In the selection step, a plurality of back reception unit operators distributed in a distributed manner are selected. (9) A call reception program is provided in a call center that includes a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit.
The call reception program includes a reception process for receiving a call from a caller in a computer included in the front reception unit, a handover process for transferring the call from the front reception unit to the back reception unit, and a call from the caller. Response content input processing for inputting the response content of the caller and the operator at the front reception unit responding to the call, and a keyword included in the response content and the back reception when the call is handed over to the back reception unit Based on the skill information including the keyword for each operator of the department, the selection process for selecting the operator of the back reception part to be responded to the accepted call is executed.

In the present invention, the following effects can be obtained.
(1) In the present invention, when the call received by the front reception unit of the call center is handed over to the back reception unit, based on the response contents of the call in the front reception unit and skill information for each operator of the back reception unit, The operator of the back reception unit that should respond to the call is selected.
Therefore, according to the present invention, a call that is received at the front reception unit is automatically transferred to an appropriate operator having skills corresponding to the contents of the reception at the front reception unit among the operators of the back reception unit. It becomes possible to take over. For the caller (customer), the customer's satisfaction is improved because the caller (customer) can be handed over to the operator who is best suited for smoothness without being asked again.
(2) The present invention records a voice uttered from an operator and a caller during a call reception at the front reception unit, converts the recorded voice into character data, and a keyword having a high appearance frequency in the character data. And the operator of the back reception unit that should respond to the call based on the skill information.
Therefore, according to the present invention, it is possible to select an operator who has a skill corresponding to a keyword that frequently appears in the converted character data in the voice data recorded while answering the call from the caller.
(3) The present invention records voices uttered by the operator and the caller during the call reception at the front reception unit, and converts the keywords included in the recorded voices into keywords with high voice strength and skill information. Based on this, the operator of the back reception unit that should respond to the call is selected.
Therefore, according to the present invention, it is possible to automatically select the operator of the back reception unit that should respond to the call based on the voice itself recorded during the reception of the call in the front reception unit.
(4) In the present invention, a plurality of back receiving units are arranged in a distributed manner. Therefore, according to the present invention, an appropriate operator having a skill corresponding to the content of the response to the call in the front reception unit is selected from among a plurality of distributed back reception unit operators, and the selected operator is selected. It becomes possible to take over the call being answered at the front reception part.
As a result, it is not necessary to consolidate experienced operators who are familiar with devices such as personal computers and servers into a specific back reception unit.

FIG. 1 is a diagram showing a configuration example of a call reception system according to the present invention.
The call reception system shown in FIG. 1 includes a front reception unit 1 in a call center, and a back reception unit 2 connected to the front reception unit 1 via a communication network 4. In the example illustrated in FIG. 1, a plurality of back receiving units 2 are arranged in a distributed manner. In the example shown in FIG. 1, one front reception unit 1 is arranged, but a plurality of front reception units 1 may be arranged.
The front reception unit 1 performs processing for receiving a call from a customer (hereinafter referred to as a caller). The back reception unit 2 receives the call transfer from the front reception unit 1 and takes over the call from the caller. A CTI (Computer Telephony Integration) device 3 is connected to a telephone network, receives a call from a caller via the telephone network, and an operator in the front reception unit 1 passes through a reception unit 121 in the front reception unit 1. It transmits to the operator terminal 11 to be used. Further, the CTI device 3 connects the call received by the front reception unit 1 to the operator of the back reception unit 2 in accordance with the instruction content from the back switching unit 123 provided in the control unit 12 described later. Instead of the CTI device 3, a PBX (Private branch exchange) device or an IVR (Interactive Voice Response) device may be used.

  The front reception unit 1 includes an operator terminal 11, a control unit 12, a communication unit 13, a response content database (DB) 14, and a plurality of keyword tables 15. The operator terminal 11 answers the call from the caller. That is, the operator uses the microphone 111 and the earphone 112 provided in the operator terminal 11 to answer the call from the caller. When the control unit 12 receives a call from the caller to the front reception unit 1 and transfers (takes over) the call from the front reception unit 1 to the back reception unit 2, the control unit 12 should respond to the received call. The operator of the reception unit 2 is selected. The communication unit 13 performs communication processing with the back receiving unit 2. The response content information described later is stored in the response content DB 14. In the keyword table 15, keywords used for searching for the response content information are described in advance. The keyword table 15 is associated with, for example, the model of the device, the category of the component part of the device, and each keyword table 15 is related to information such as the model of the device and the category of the component part of the device. Keywords to be described are described in advance.

The control unit 12 includes a reception unit 121, a time over determination unit 122, a back switching unit 123, a response content input unit 124, an operator selection unit 125, a skill information creation unit 126, and a skill information database (DB) 127.
The accepting unit 121 accepts a call from a caller. The time-over determination unit 122 monitors the elapsed time (response time) from when the operator in the front reception unit 1 starts responding to the call, and determines whether the response time exceeds a predetermined time (whether the time has exceeded). to decide. The back switching unit 123 is a case where the time over determination unit 123 determines that the response time has exceeded a predetermined time, and the operator (selection) of the back reception unit 2 selected by the operator selection unit 125 from the operator selection unit 125 described later. When the operator is notified, the call that the operator in the front reception unit 1 has picked up is handed over to the selected operator. Specifically, the back switching unit 123 instructs the CTI device 3 to connect the call line to the operator terminal of the selected operator. In other words, the time-over determination unit 122 and the back switching unit 123 are handover units that allow the call received by the reception unit 121 to be transferred from the front reception unit 1 to the back reception unit 2. The response content input unit 124 inputs the response content in the front reception unit 1 that responds to the call, and stores the input information regarding the response content in the response content DB 14 as response content information. The response content information includes, for example, response date and time, response operator name, user (caller) name, and information indicating response content with the caller. The information indicating the contents of response to the caller may be voice information or character data (text data).

The operator selection unit 125 selects an operator in the front reception unit 1 corresponding to the call received by the reception unit 121. Further, when the call accepted by the accepting unit 121 is handed over to the back accepting unit 2, the operator selecting unit 125 selects the operator of the back accepting unit 2 that should respond to the call. Specifically, the operator selection unit 125 extracts the response content information in the front reception unit 1 that has responded to the call from the response content DB 14. In addition, the operator selection unit 125, for example, the type of the device (inquiry target device) to be inquired by the caller of the call that is handled by the operator, entered according to the operator's designation input, and the component parts of the device Information on the category or the like (inquiry device information) is acquired from the operator terminal 11.
Further, the operator selection unit 125 selects the keyword table 15 corresponding to the acquired inquiry device information. The operator selection unit 125 searches the extracted response content information using the keywords described in the selected keyword table 15, counts the appearance frequency of the keyword in the response content information for each keyword, and counts the keywords. The value is stored as keyword search result data in a predetermined storage means.
The operator selection unit 125 refers to the keyword search result data and selects the keyword having the largest count value as the selection keyword. The operator selection unit 125 searches the skill information in the skill information DB 127 using the selected keyword, and is an operator in the back reception unit 2 corresponding to the skill information including the selected keyword, An operator who can respond to (is in a READY state) is selected as an operator (the selected operator) that should respond to the accepted call. The skill information in the skill information DB 127 includes operator status information (technical items that can be handled by the operator or technical items that can be handled by the operator), as well as operator status information.

  If the operator corresponding to the skill information including the selected keyword is not found as a result of searching the skill information using the keyword having the largest count value as the selected keyword, the operator selecting unit 125 has the next largest count value. Keywords are sequentially selected as selection keywords, and skill information search processing is executed until an operator corresponding to skill information including the selection keywords is found. The operator selection unit 125 notifies the back switching unit 123 of the selected operator. Alternatively, a selected operator may be notified by using a plurality of keywords having a count value equal to or greater than a threshold value as a selection keyword to form a plurality of keyword patterns and pattern matching of operator skill information. That is, when the call is handed over to the back reception unit 2, the operator selection unit 125 is based on the keyword included in the content of the caller and operator's response and the skill information including the keyword for each operator of the back reception unit 2. Thus, it is a selection means for selecting an operator of the back reception unit 2 that should respond to the call.

The skill information creation unit 126 creates skill information corresponding to each operator based on information on skills for each operator determined in advance, and the skill information and the information acquired from the back reception unit 2 via the communication network 4 Status information is stored in the skill information DB 127. The status information is information indicating whether the operator of the back reception unit 2 can respond to the call (READY state) or whether the operator cannot respond to the call (busy state or absent). The status information is created by a status creation unit 223 of the back reception unit 2 described later.
According to one embodiment of the present invention, the above-described response content input unit 4 records a voice uttered from the operator and the caller during reception of a call from the caller by the operator. The recorded voice may be converted into character data, and the data conversion unit 202 may store information including the character data in the response content DB 14 as response content information. The operator selection unit 125 described above, based on the keywords with high appearance frequency in the character data as the response content information and the skill information in the skill information DB 127, the operator ( A selection operator) may be selected.
According to an embodiment of the present invention, the voice recording unit 201 may store information including the recorded voice in the reception content DB 14 as reception content information. In addition, the operator selection unit 125 may select the above-described selection operator based on a keyword having high voice strength among the keywords included in the voice and the skill information. For example, the operator selection unit 125 may select an operator corresponding to skill information including a keyword having the highest voice strength and in the READY state as a selection operator.

The back reception unit 2 includes an operator terminal 21, a control unit 22, and a communication unit 23. The operator terminal 21 is a terminal used by an operator in the back reception unit 2. The operator terminal 21 has the same function as the operator terminal 11 in the front reception unit 1. An operator in the back reception unit 2 uses the microphone 211 and the earphone 212 provided in the operator terminal 21 to respond to the call transferred from the front reception unit 1. The control unit 22 allows the call transferred from the front reception unit 1 to be handed over to the selected operator in the front reception unit 1 (the operator selected by the operator selection unit 125 of the front reception unit 1). That is, when a call is transferred from the front reception unit 1, the back switching handling unit 222 responds to the selected operator. The response content acquisition unit 221 provided in the control unit 22 acquires the response content information in the response content DB 14 provided in the front reception unit 1 via the communication network 4. Then, the back switching support unit 222 displays the acquired response content information on the operator terminal 21 of the selected operator. The status creation unit 223 included in the control unit 22 creates status information and stores it in a predetermined storage unit. In addition, the status creation unit 223 transmits status information to the skill information creation unit 126 in the front reception unit 1 via the communication unit 23, the communication network 4, and the communication unit 13 in the front reception unit 1.
The function of the call reception system described above is realized by a CPU and a program executed on the CPU. The program for realizing the call reception system can be stored in a computer-readable recording medium, such as a semiconductor memory, a hard disk, a CD-ROM, a DVD, or the like, provided by being recorded in these recording media, or It is provided by transmission / reception using a network via a communication interface.

FIG. 2 is a diagram illustrating an example of text data included in the response content information stored in the response content DB.
In FIG. 2, the text data which shows the content of the response between a user (caller) and the front (operator of the front reception part 1 which responded to the user) are shown.

FIG. 3 is a diagram illustrating an example of a keyword table.
As described above, in the keyword table 15, keywords used for searching for keywords included in the response content information stored in the response content DB 14 are described in advance. The keyword tables (keyword tables # 1, # 2, # 3, # 4, #n) 15 shown in FIG. 3 are associated with model names of different devices and category names of component parts of the devices, respectively. In each keyword table 15, keywords related to the model name of the device to which the keyword table 15 corresponds and the category name of the component parts of the device are described in advance. For example, the keyword table # 1 describes keywords (for example, ssss lamps) related to a model name “aaa” and a category name “power supply”.

FIG. 4 is a diagram illustrating a data configuration example of skill information stored in the skill information DB.
The skill information includes, for example, data items such as affiliation, operator, district, property, and status. The affiliation is the department to which the operator of the back reception unit 1 belongs. The operator is the name and name of the operator of the back reception unit 2. A district is an arrangement place of the back reception unit 1 to which the operator belongs. The properties indicate technical matters that the operator is specialized in and is good at. For example, personal computer model, server model, OS name, special switch / special lamp, and special message are set as properties. The status indicates status information of each operator.

FIG. 5 is a diagram illustrating a data configuration example of status information created by the status creation unit of the back reception unit.
As shown in FIG. 5, the status information includes a status for each operator. The status indicates whether each operator is in a READY state, a busy state, or an absent state.

FIG. 6 is a diagram for explaining the outline of the process for accepting a call from a caller by the call acceptance system of the present invention.
First, the caller uses the telephone 10 to call the front reception unit # 1 in FIG. 6 and inquires about the failure of the personal computer (PC) held by the caller (see # 1 in FIG. 6). The operator in front reception unit # 1 answers the call (see # 2 in FIG. 6). When the response to the call is over, the control unit 12 included in the front reception unit # 1 determines whether it is in the back reception unit # 1 or the back reception unit #n based on the content of the response to the call and the skill information. Among the operators, a selection operator to be answered to the call is selected (see # 3 in FIG. 6). For example, the control unit 12 selects an operator corresponding to the operator terminal # 2 in the back reception unit # 1 as the selection operator. Then, the control unit 12 connects the call line to the operator terminal 21 of the selected operator (see # 4 in FIG. 6).

FIG. 7 is a diagram showing an example of a call reception process flow from a caller by the call reception system of the present invention.
First, the reception unit 121 determines whether a call from a caller has been received (step S1). When the reception unit 121 determines that the call from the caller is not received, the process returns to step S1. When the reception unit 121 determines that a call from the caller has been received, the reception unit 121 announces the model name of the device to the caller and inputs a number (step S2). For example, the reception unit 21 indicates that the number “1” is a FAX device or a telephone number, the number “2” is a general personal computer device, the number “3” is a general server device, and the number corresponding to the caller inquiry target device. Announcement that prompts the caller to enter

  Next, the reception unit 121 determines whether the caller has input a number (step S3). When the reception unit 121 determines that the caller has not input a number, the process returns to step S2. When the reception unit 121 determines that the caller has input a number, the operator selection unit 125 selects a vacant (not busy) operator among the operators in the front reception unit 1 (step S4). The selected operator answers the call from the caller (step S5). The response content input unit 124 inputs the response date and time, the response operator name, the caller name, etc., among the response content (step S6). In step S6, the operator selection unit 125 further inputs information about the model of the inquiry target device, the category of the component part of the device, the version number of the device, etc., which is input by the operator terminal 11 according to the operator's designation input. From the operator terminal 11 as inquiry device information.

FIG. 8 is a diagram showing an example of an input screen for inquiry device information displayed on the operator terminal.
In the model name setting field 300, the model name of the caller's inquiry target device is selected and input. When the operator selects the model name of the device to be inquired by the caller from the model name displayed in the model name display field 303 in the pull-down format, the selected model name is set in the model name setting field 300. At the beginning of the display of the inquiry device information input screen, the model name corresponding to the number input in step S2 of FIG. In the category name setting field 301, the category name of the component of the inquiry target device is selected and input. When the operator selects the category name of the component of the device to be inquired by the caller from the category name displayed in the pull-down format in the category name display field 304, the selected category name is set in the category name setting field 301. . In the version number setting field 302, the version number of the inquiry target device and the version number of the OS or application are selected and input. When the operator selects the version number of the device to be called by the caller from the version numbers displayed in the pull-down format in the version number display field 305, the selected version number is set in the version number setting field 302. The operator terminal 11 transmits the set model name, category name, and version number information to the operator selection unit 125 as inquiry device information.

  Returning to FIG. 7, the voice recording unit 201 records a voice uttered from the operator and the caller during a call (step S <b> 7), and the data conversion unit 202 converts the recorded voice into character data (text). Data) (step S8). In step S8, the response content input unit 124 further receives the response date and time, the response operator name, the caller name, etc. input in step S6 and the text data obtained by the conversion process in step S8. Is stored in the response content DB 14. The reception content input unit 124 may store the reception date and time, the reception operator name, the caller name, and the like, and the voice obtained by the voice recording process in step S7 in the reception content DB 14 as reception content information. . The operator selection unit 125 determines whether the inquiry content of the caller has been resolved according to the designation input by the operator (step S9).

  If the operator selection unit 125 determines that the content of the caller's inquiry has been resolved, the process returns to step S4. If the operator selection unit 125 determines that the content of the caller's inquiry has not been resolved, the time-over determination unit 123 determines whether the response time has expired (step S10). When the time-over determining unit 122 determines that the response time has not exceeded, the process returns to step S5. When the time-over determining unit 122 determines that the response time has timed out, the time-over determining unit 122 takes over the caller's call to the operator of the back receiving unit 2 (back switching is performed). (Step S11). Then, the operator selection unit 125 and the back switching unit 123 perform back selection switching processing (selected operator determination processing and call forwarding processing to the selected operator) described later with reference to FIG. 9 (step S12). The selected operator in the back reception unit 2 responds (backs support) to the call transferred from the front reception unit 1 in step S12 (step S13). The selection operator determines whether the inquiry content of the caller has been resolved (step S14). If the selected operator determines that the inquiry content of the caller has not been resolved, the process returns to step S13. If the selection operator determines that the content of the caller's inquiry has been resolved, the process ends.

  FIG. 9 is a diagram for explaining the details of the back selection switching process in step S12 of FIG. First, the operator selection unit 125 determines the inquiry device information acquired in step S6 of FIG. 7 (step S21). Specifically, the operator selection unit 125 recognizes the model name (for example, aaa), the category name (for example, power supply related), and the version number included in the inquiry device information. Next, the operator selection unit 125 selects the keyword table 15 corresponding to the model name, category name, and version number recognized in step S21 (step S22). For example, the operator selection unit 125 selects the keyword table # 1 shown in FIG. The operator selection unit 125 extracts the response content information from the response content DB 14, and searches for text data included in the response content information using the keywords described in the keyword table 15 selected in step S22 (step S23). ). For example, the operator selection unit 125 searches for text data as shown in FIG. 10 using the keywords described in the keyword table # 1 shown in FIG. The operator selection unit 125 counts the keyword appearance frequency in the text data for each keyword (step S24), and stores the keyword count value as keyword search result data in a predetermined storage unit.

As a result of the counting process in step S24, for example, keyword search result data as shown in FIG. 11 is obtained, and the keyword search result data is stored in a predetermined storage means. The operator selection unit 125 sorts the keyword search result data shown in FIG. 11 in descending order with respect to the appearance frequency (count value) of the keywords into the keyword search result data as shown in FIG. You may make it memorize | store. Next, the operator selection part 125 collates keyword search result data with the skill information in skill information DB127 (step S25).
The operator selection unit 126 determines an operator (selected operator) of the back reception unit 2 that should respond to the call based on the result of collation between the keyword search result data and the skill information in the skill information DB 127 (step S26). Then, the back switching unit 123 transfers the call information received by the operator in the front reception unit 1 in step S5 of FIG. 7 to the selected operator (step S27).

FIG. 13A is a diagram for explaining the details of the selection operator determination process in step S26 of FIG.
Based on the keyword search result data stored in the predetermined storage means in step S24 of FIG. 9, the operator selection unit 126 sequentially selects keywords having a large count value as selection keywords (step S31). Then, the operator selection unit 126 searches the skill information in the skill information DB 127 using the selected keyword, and is an operator in the back reception unit 2 corresponding to the skill information including the selected keyword, and responds to the current call. The operator who is capable of (in the READY state) is selected as the selected operator (step S32). For example, referring to the keyword search result data shown in FIG. 12, the keyword having the largest count value is the n2 lamp. Therefore, for example, the operator selection unit 126 refers to the skill information shown in FIG. 4 and corresponds to the skill information including the n2 lamp (n2LP) and uses Mr. A of the first section whose status is READY as the selection operator. select.

FIG. 13B is another diagram for explaining the details of the selection operator determination process in step S26 of FIG.
Based on the keyword search result data stored in the predetermined storage unit in step S24 of FIG. 9, the operator selection unit 126 recognizes a keyword having a count value equal to or greater than a predetermined threshold value as the pattern “A” (step S33). ). Next, the operator selection unit 126 collates the patterned keyword with skill information in the skill information DB 127 (steps S34 and S35). Then, the operator selection unit 126 sets the operator in the READY state corresponding to the matched skill information as the selected operator (step S36).

  According to one embodiment of the present invention, the operator selection unit 125 may determine the selected operator by performing the following processing instead of the processing in steps S21 to S26 in FIG. 7 and FIG. Good. That is, the operator selection unit 125 extracts the voice included in the response content information from the response content DB 14 and selects the keyword having the highest voice strength of the voice as the selection keyword. Then, the operator selection unit 125 selects an operator corresponding to the skill information including the selected keyword and currently in the READY state as a selected operator.

FIG. 14 is a diagram illustrating an example of a status information creation processing flow by the status creation unit of the back reception unit.
The status creation unit 223 of the back reception unit 2 monitors the status (status) of each operator (step S41), and sets the status of each operator in the status information. The status creation unit 223 determines whether the monitoring of the status for all operators has been completed (step S42). If the status creation unit 223 determines that the monitoring of all the operators has not been completed, the process returns to step S41. If the status creation unit 223 determines that the status monitoring for all operators has been completed, the process ends.

FIG. 15 is a diagram for explaining the details of the status monitoring process of each operator in step S41 of FIG.
The status creation unit 223 of the back reception unit 2 determines whether the operator is present (step S51). When the status creation unit 223 determines that the operator is not present, the status creation unit 223 sets the status of the operator to absent in the status information (step S54). For example, “absent” is set in the item of status corresponding to the operator in the status information shown in FIG. If the status creation unit 223 determines that the operator is present, the status creation unit 223 determines whether the operator is on the phone (answering a call) (step S52).
When the status creation unit 223 determines that the operator is on the phone, the status creation unit 223 sets the operator state to busy in the status information (step S55). For example, “busy” is set in the item of status corresponding to the operator in the status information shown in FIG. When the status creation unit 223 determines that the operator is not on the phone, the status creation unit 223 sets the operator state to the READY state in the status information (step S53). For example, “READY” is set in the item of status corresponding to the operator in the status information shown in FIG.

It is a figure which shows the structural example of the call reception system of this invention. It is a figure (1) which shows the example of text data. It is a figure which shows the example of a keyword table. It is a figure which shows the data structural example of the skill information memorize | stored in skill information DB. It is a figure which shows the data structural example of the status information produced by the status creation part of a back | bag reception part. It is a figure explaining the outline | summary of the reception process of the call from the caller by the call reception system of this invention. It is a figure which shows an example of the reception process flow of the call from the caller by the call reception system of this invention. It is a figure which shows the example of an input screen of the inquiry apparatus information displayed in an operator terminal. It is a figure explaining the detail of a back selection switching process. It is a figure (2) which shows the example of text data. It is a figure (1) which shows the example of keyword search result data. It is a figure (2) which shows the example of keyword search result data. It is a figure explaining the detail of the determination process of a selection operator. It is a figure which shows an example of the creation process flow of the status information by the status preparation part of a back | bag reception part. It is a figure explaining the detail of the monitoring process of each operator's state.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Front reception part 2 Back reception part 3 CTI apparatus 4 Communication network 10 Telephone 11,21 Operator terminal 12,22 Control part 13,23 Communication part 14 Response content DB
15 Keyword tables 111 and 211 Microphones 112 and 212 Earphones 121 Reception unit 122 Time over determination unit 123 Back switching unit 124 Response content input unit 125 Operator selection unit 126 Skill information creation unit 127 Skill information DB
201 voice recording unit 202 data conversion unit 221 reception content acquisition unit 222 back switching support unit 223 status creation unit 300 model name setting column 301 category name setting column 302 version number setting column 303 model name display column 304 category name display column 305 version number Display column

Claims (9)

A call reception system in a call center including a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit,
The front reception part
An accepting means for accepting a call from a caller;
A transfer means for transferring the call from the front reception unit to the back reception unit;
Response content input means for inputting the response content of the caller and the operator at the front reception unit in response to a call from the caller;
When the call is handed over to the back reception unit, the call should be answered based on the keyword included in the response content and the skill information including the keyword for each operator of the back reception unit A call reception system comprising: selection means for selecting an operator of the back reception unit. The response content input means is a voice recording means for recording a voice uttered from the operator and the caller during a call from the caller by the operator, and converts the recorded voice into character data. Data conversion means for
The selection means selects an operator of a back reception unit that should respond to the received call based on a keyword having a high appearance frequency in the character data and the skill information. Call reception system. The response content input means includes voice recording means for recording a voice uttered from the operator and the caller during a call from the caller by the operator.
The selection means selects an operator of a back reception unit that should respond to the received call based on a keyword having a high voice intensity among keywords included in the recorded voice and the skill information. The call reception system according to claim 1. 2. The call reception system according to claim 1, wherein the selection means selects an operator of a back reception unit that is distributed in a plurality. A call reception method in a call center including a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit,
A reception step in which the front reception unit receives a call from a caller;
A handover step of transferring the call from the front reception unit to the back reception unit;
A response content input step for inputting the response content of the caller and the operator at the front reception unit in response to a call from the caller;
When the call is handed over to the back reception unit, the call should be answered based on the keyword included in the response content and the skill information including the keyword for each operator of the back reception unit And a selection step of selecting an operator of the back reception unit. The answering content input step includes a step of recording a voice uttered from the operator and the caller during a call from the caller by the operator, and a step of converting the recorded voice into character data. And
The said selection step selects the operator of the back | bag reception part which should respond to the said received call based on the keyword with high appearance frequency in the said character data, and the said skill information. Call acceptance method. The answering content input step includes a step of recording a voice uttered from the operator and the caller during a call from the caller by the operator.
The selection step selects an operator of a back reception unit that should respond to the received call based on a keyword having a high voice intensity among keywords included in the recorded voice and the skill information. The call reception method according to claim 5. 6. The call reception method according to claim 5, wherein the selection step selects an operator of a back reception unit distributed in plural. A call reception program in a call center including a front reception unit that receives a call from a caller and a back reception unit that takes over the call received by the front reception unit,
In the computer provided in the front reception part,
An admission process for accepting a call from a caller;
A handover process for transferring the call from the front reception unit to the back reception unit;
Response content input processing for inputting the response content of the caller and operator at the front reception unit;
When the call is handed over to the back reception unit, the call should be answered based on the keyword included in the response content and the skill information including the keyword for each operator of the back reception unit A call reception program for executing a selection process for selecting an operator of a back reception unit.

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