JP2010124256A - Call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To eliminate a factor that increases the anxiety of a client, accompanying when an operator lacks in experience or the emotion of the client cannot be inferred, with the fact that the date and the time of promise of a next contact is set with the client and a situation of the examination is notified to the client, on the basis of the time and date of the promise, in order to obtain enhanced confidence, by eliminating the anxiety of a client, caused by not indicating the waiting time of an examination in a call center job, and setting the date and the time, in a manner of conventionally set from the contents of an examination by interview to the client by an operator of a call center and from the past experience as an operator. <P>SOLUTION: In this system, the results of an examination by monitoring interview to a client 120, past results of dealing with inquiries from the same client, the voice sound or the voice contents of the client, it is possible to calculate the date and the time of promise of a next contact, based on not only the contents of the examination by interview, but also on the emotion of the client. As a result, it is possible to report the date and the time of the promise with high quality, without having to depend on the experience of the operator. Thus, ease and trust to a call center 100 can be obtained from clients. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to an information processing system that supports a call center operator.

  Patent Document 1 describes a method for grasping emotions from human speech. In addition, there are the following two patent documents regarding work related to call centers.

  Patents on how to improve operator response by analyzing operator voice in conversation between operator and customer to estimate operator's level of confusion and helping call center managers be confused It is described in Document 2.

  Patent Document 3 describes a method for estimating the customer's emotions based on the surrounding situation such as the number of times a call is placed on hold or the number of calls transferred, and utilizing it in the conversation of the operator.

Special table 2003-508805 gazette JP 2007-4000 JP 2002-51153 A

  In the prior art published for the call center shown in Background Art (1), only the emotion analysis for the operator is performed, and the voice analysis for the customer is not performed. In the background technology (1), only the emotion analysis of the operator is performed, and in the background technology (2), the customer's emotion is only inferred from the number of calls transferred, etc. Has not been able to show a positive effect. The prior art disclosed in Patent Document 1 describes background technology for grasping emotions from human speech, and also describes use in a call center. However, the utilization method only provides auxiliary information such as emotions to operators and their managers, and it is effective for call center operations based on the fact that the response to customers is left to human judgment. I can't.

  Improving customer satisfaction at the call center is important for continuing transactions and using the call center with peace of mind. In order to improve customer satisfaction, the call center makes an appointment with the customer in advance and communicates the situation on the promised date and time even if it has not been resolved by the promised time.

  When making this promise, call center operators have traditionally only inquired about the status of the customer's system, and relying on the experience of the receptionist to respond to the customer's feelings. For this reason, if a customer who is emotionally responding with a long period before the promised date and time, the customer's urgency cannot be grasped, which has been a factor in hindering improvement in customer satisfaction.

  An object of the present invention is to comprehensively derive a promise declaration date and time based on not only linguistic elements but also emotional elements by voice analysis in an information processing system that supports call center operators.

  Along with the contents of the interview and the impression felt by the operator, the appropriate value of the promised date and time is displayed on the call center operator screen as a single parameter by observing the amount of voice fluctuation, speech and behavior automatically acquired during the interview. Realize that.

  The operator can obtain the customer's peace of mind and reliability by proposing the time expected by the customer. This improves customer satisfaction.

  By utilizing the present invention, the operator can report to the customer the optimal next contact appointment date and time derived from various judgment elements, not judgment based on experience. According to the present invention, the customer can be more convinced at the next contact appointment date declared by the operator than ever before. This increases confidence in the call center and improves customer satisfaction.

  FIG. 1 is an explanatory diagram showing the overall configuration of the present invention.

  The call center 100 is a CTI (COMPUTER TELEPHONY INTEGRATION: call center system used by a call center operator to register and manage the contents of incoming calls and consultations, management of inquirers, management of past response histories, and calls) The system includes a date / time calculation system 102, a CTI client 103, and an operator 104. The CTI server 101, the next contact appointment date / time calculation system 102, and the CTI client 103 are connected via a network, and the operator 104 is connected from the CTI client 103. Wear the headset 105.

  The call center 100 is connected to the telephone line network 110 via a network.

  The fixed telephone 121 is connected to the telephone office 122 via a network.

  The telephone station 122 and the mobile telephone station 130 are connected to the telephone line network.

  A customer 120 who uses the service of the call center 100 makes a call to the call center 100 using a fixed telephone 121 or a mobile phone 131.

  In the call center 100, the CTI server 101 detects an incoming call and displays the incoming call on the screen of the CTI client 103.

  The operator 104 operates the CTI client 103, and the operator 104 uses the headset 105 attached to the customer 104 to inquire about the contents, background, and background of the inquiry with the customer.

  The operator 104 registers the inquiry content in the CTI client 103.

  The next contact appointment date calculation system 102 calculates the optimum value of the next contact appointment date from the past correspondence history of the customer 120, the voice of the customer 120, and the contents of the inquiry input from the CTI client 103, which are registered in the CTI server 101. calculate.

  The calculation result of the next contact appointment date / time is transmitted from the next contact appointment date / time calculation system 102 to the CTI server 101.

  The CTI server 101 transmits the calculation result of the commitment time to the CTI client 103.

  The operator 104 refers to the CTI client 103, declares the next contact appointment date to the customer 120, and obtains an agreement. If an agreement cannot be obtained at the next scheduled contact date and time of the first declaration, the customer 120 and the operator 104 consult to determine the next scheduled contact date and time.

  The operator 104 registers the next promised contact date and time determined in consultation with the customer 120 in the CTI client 103.

  The call center 100 conducts investigation and analysis for solving the inquiry of the customer 120, and reports the investigation status, the response policy, etc. at the next contact appointment date determined with the customer 120 even if the situation does not lead to the final solution.

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

  Customer 120 calls for an inquiry (step 210).

  In the call center 100, the CTI server 101 detects telephone reception and notifies the CTI client 103 of telephone reception notification (step 220).

  The operator 104 who has seen the CTI client 103 operates the CTI client 103 and receives a call (step 240).

  The next contact appointment date calculation system 102 acquires the past inquiry status for the same customer 120 from the CTI server 101 (step 230).

  The CTI server 101 relays the telephone call between the customer 120 and the operator 104 (step 211, step 221 and step 241). The operator 104 asks the customer 120 about the background of the inquiry and the content of the problem.

  Further, in the conversation between the customer 120 and the operator 104, the voice of the customer 120 is monitored from the CTI server 101 that relays the voice (step 231).

  The operator 104 registers the problem status, background, and problem status heard from the customer 120 from the CTI client 103 to the CTI server 101 (step 242).

  The next promised appointment date calculation system 102 acquires the inquiry status used for calculating the promised date from the CTI server 101 (step 232).

  The next contact appointment date calculation system 102 calculates the optimum value of the next contact appointment date and transmits it to the CTI server 101 (step 233).

  The CTI server 101 that has received the next promised contact date / time transmits the next contact promised date / time to the CTI client 103 (step 222).

  The operator 104 refers to the promised date displayed on the CTI client 103 and reports it to the customer 120 (step 243).

  If the customer 120 agrees with the promised date and time of the declaration, an answer is given to the agreement. If the customer 120 cannot agree, it is adjusted with the operator 104 to determine the promised date and time (steps 212 and 244).

  The operator 104 registers the promised date and time agreed by the customer 120 from the CTI client 103 to the CTI server 101 (step 245).

  FIG. 3 is a diagram illustrating a concept when calculating the promised date and time.

  The next contact appointment date is calculated from three parameters.

  The first is a parameter 300 that is automatically acquired from the customer's phone by monitoring the customer's voice when the customer 120 and the operator 104 directly talk about the contents of the inquiry and the situation.

  The second parameter 301 is a parameter 301 that is obtained from an inquiry result when the operator 104 asks the customer 120 about the inquiry status, background, problem, response status, etc. from the customer 120.

  The third parameter 302 is a parameter 302 for automatically acquiring a past promised date / time compliance rate, a corresponding status of the same case, and the like automatically from the CTI server 101.

  The next promised appointment date calculation system 102 calculates the optimum appointment date 303 from these three parameters.

  FIG. 4 is a diagram (400) showing a parameter 410 for calculating the promised date and time and a detailed element 420 constituting the parameter.

  The parameter 300 that is automatically acquired from the customer's phone has the customer's voice 421 and the customer's speech content 422 as detailed elements.

  The parameters 301 acquired from the result of the inquiry from the customer by the operator include the problem influence range 423, the customer's emotion 424 recognized by the operator, the problem resolution 425, and the problem response content 426.

  The parameters 302 that are automatically acquired from the CTI server include the past response count 427 for the same query, the past response status 428 for the same query, and the compliance status 429 of the promised time for the past query.

  FIG. 5 shows a criterion 500 for the customer's voice 421, and shows analysis items for the voice analysis item 510 and the change amount 520 during a call. Has the customer's voice quality increased or decreased? Has the customer's remarks been made faster or slower? Is the customer's voice louder or smaller? Monitor for customer inflections.

  FIG. 6 shows a criterion 600 for the customer's speech / phrase 422, and the presence / absence 620 of the specific speech / phrase 610 and its frequency 630 are the analysis items. Monitor whether urgent, very urgent, or urgent remarks / actions are made and how often.

  FIG. 7 shows a judgment criterion 700 for the problem influence range 423. When the operator 104 inquires about the situation of the inquiry from the customer 120, the influence of the contents of the inquiry or the risk of the influence is given. The operator asks if there is any, and selects one of the items shown in the interview result 710 at the time of the interview.

  FIG. 8 shows a criterion 800 for the customer's emotion 424 recognized by the operator 104 when the operator 104 has a conversation with the customer 120, and one of the items shown in the operator recognition 810 at the time of the inquiry is selected.

  FIG. 9 shows a criterion 900 for the problem resolution status 425. The operator 104 asks the customer 120 whether the problem behind the inquiry has been solved or whether it is difficult, and the solution status 910 is displayed. Select one of the items shown.

  FIG. 10 shows a determination criterion 1000 for the problem response content 426, and the operator 104 registers the situation at the time of inquiry and the solution state 1010 of the problem. The problem response status includes waiting for data acquisition and analysis.

  FIG. 11 shows a criterion 1100 for the past correspondence count 427 for the same inquiry, and the correspondence count 1110 is automatically selected according to the inquiry correspondence count.

  FIG. 12 shows a criterion 1200 for the past response status 428 in the same inquiry, and whether the solution is going to be solved or difficult is automatically selected according to the problem resolution status 1210.

  FIG. 13 shows a criterion 1300 for the compliance status 429 of the commitment time in the past inquiry, which is automatically selected based on the ratio 1310 of keeping the next contact appointment date and time in response to the past inquiry.

  FIG. 14A is a detailed processing flow (part 1) inside the next contact appointment date calculation system 102.

  FIG. 14B is a detailed processing flow (part 2) in the next contact appointment date calculation system 102 as well.

  When the operator 104 receives an acceptance reception from the CTI client 103 (step 1410), the next contact appointment date / time calculation system 102 starts processing of the past correspondence situation acquisition 1420.

  The next contact appointment date calculation system 102 acquires the past response count data of the same query, the past response status data of the same query, and the past query data from the CTI server 101 (steps 1421, 1422, and 1423). The acquired data is digitized based on each judgment criterion (step 1424).

  When the operator 104 starts a conversation with the customer 120 (step 1430), the next contact appointment date calculation system 102 starts processing of the customer voice monitoring 1440.

  The next contact appointment date calculation system 102 monitors the customer's voice from the CTI server 101, analyzes the customer's voice, and analyzes the remarks and actions (step 1441 and step 1442). The analysis result is digitized based on the respective judgment criteria (step 1443).

  When the operator 104 converses with the customer 120 and registers the inquiry status such as the content and status of the problem from the CTI client (step 1450), the processing of the inquiry status acquisition 1460 is started.

  Based on the inquiry status registered by the operator 104 from the CTI client 103, the next promised appointment date calculation system 102 acquires the affected range of the problem, the feeling of the customer 120 recognized by the operator 104, the problem solving status, and the content of the problem. (Step 1461, Step 1462, Step 1463, Step 1464). Each acquired data is digitized based on the respective judgment criteria (step 1465).

  Next, the next contact appointment date calculation system 102 starts the next contact appointment date calculation 1470 processing. Each numerical value based on the customer-specific situation is obtained by using the numerical value 1424 obtained by the processing of the past response status acquisition 1420, the numerical value 1443 obtained by the processing of the customer voice monitoring 1440, and the numerical value 1465 obtained by the processing of the inquiry status acquisition 1460. Weighting 1471 and weighting 1472 based on the evaluation of past correspondence results. The next contact appointment date is calculated 1473 based on the weighted numerical value.

  The next promised date / time calculation system 102 calculates the next promised date / time based on the three parameter values. If all parameters are handled side by side, the next promised date / time should be the shortest. You may make a wrong decision. In order to prevent such erroneous determination, unique weighting for each item is performed on the three parameter values.

  FIG. 15 shows details of processing in the customer-specific weighting 1471.

  The parameter numerical value 1510 automatically acquired from the customer's voice is compared with a preset telephone parameter threshold value 1514, and a difference is determined as to whether the numerical value exceeds or exceeds the threshold value (1512).

  The parameter numerical value 1520 acquired from the result of the inquiry from the customer by the operator is compared with a preset inquiry parameter threshold value 1524, and a difference is determined as to whether the numerical value exceeds or exceeds the threshold value (1522).

  The parameter value 1530 that is automatically acquired from the CTI server is compared with a preset CTI parameter threshold value 1534, and a difference is calculated (1532) that exceeds or exceeds the threshold value.

  Based on the difference between the result of exceeding the threshold value for each parameter and the threshold value, customer-specific weighting determination 1540 is performed, and each parameter value is weighted. Weighted parameter values are automatically acquired from the customer's voice << after unique weight >> 1516, parameter values acquired from the result of the operator's inquiry from the customer << after unique weight >> 1526, automatically from the CTI server The parameter value to be obtained << after inherent weighting >> 1536 is obtained.

  FIG. 16 shows the details of the processing in the weighting 1472 based on the evaluation of past correspondence results.

  Parameter value automatically obtained from customer's voice obtained by unique weighting << after unique weighting >> 1610, parameter value obtained from the result of the operator's inquiry from customer << after unique weighting >> 1620, automatically from CTI server Parameter values to be acquired << after unique weighting >> 1630 are multiplied by a weighting value 1540 based on the evaluation of past correspondence results, and parameter values to be automatically acquired from customer's voice << after weighting >> 1612, operator Obtains the parameter value << after weighting >> 1622 obtained from the result of the inquiry from the customer, and the parameter value << after weighting >> 1632 automatically obtained from the CTI server.

  FIG. 17 shows the detailed processing items when calculating the next contact appointment date.

  Parameter value automatically obtained from customer's voice << after weighting >> 1710, parameter value obtained from operator interview result from customer << after weighting >> 1720, parameter value automatically obtained from CTI server << after weighting >> 1730 and the number of parameters exceeding the threshold value 1740 obtained in the unique weighting processing 1471 are matched with the next contact appointment date calculation table 1760 1750 to obtain the next contact appointment date 1770.

  The next contact appointment date and time calculation system 102 compares and analyzes the next contact appointment date and time calculated by the next contact appointment date and time calculation system 102 and the next contact appointment date and time agreed with the customer for a certain period (week, month, year). The accuracy of calculating the next contact appointment date is improved by reviewing the element for calculating the next contact appointment date.

  FIG. 18 shows a weighting / threshold review process for evaluation of past correspondence results.

  The next contact appointment date 1810 calculated by the next contact appointment date calculation system 102 is compared with the next contact appointment date 1820 actually agreed with the customer 120, and the difference analysis 1830 calculates the influence level and weighting value for each parameter. Review. As the review results, a weighted numerical value review 1835 based on the evaluation of past correspondence results, a threshold parameter review 1840, a telephone parameter threshold revision 1850, an inquiry parameter threshold revision 1860, and a CTI parameter threshold revision 1870 are executed.

  FIG. 19 shows a screen display example 1900 of the CTI client 103 operated by the operator 104.

  The CTI client screen 1900 includes customer information 1910, an inquiry result 1920, and an operator impression 1930.

  The customer information 1910 displays the customer name, the service product being used, and the like.

  The operator 104 inputs the content of the problem obtained by the telephone inquiry with the customer 120 into the problem content field 1921 of the interview result 1920, inputs the request to be solved into the request field 1922, and the influence range of the problem. Is selected from the pull-down menu of the influence range 1923.

  The operator 104 inputs the impression felt in the conversation with the customer 120 into the operator impression 1930. The customer's emotion impression is selected from the customer's emotion 1931 pull-down menu, the solution status is selected from the solution status 1932 pull-down menu, and the corresponding content is selected from the corresponding content 1933 pull-down menu.

  When the input to the inquiry result 1920 and the operator's impression 1930 is completed, the operator 104 clicks a registration / next contact appointment date / time calculation button 1940 to register the input data and calculate the next contact appointment date / time.

  When the operator 104 operates the CTI client 103, the date and time are displayed as the next contact appointment date calculation result 1950.

  The operator 104 refers to the next contact appointment date calculation result 1950 and negotiates with the customer 120 on the next contact date. The negotiated date with the customer is entered in the agreed date and time column 1960 with the customer. The operator 104 clicks the agreed promise date and time registration button 1970 to register the agreed next contact promise date and time in the CTI server 101.

  FIG. 20 shows a numerical example 2000 of voice parameters. As the voice analysis item 2002, the parameter value 2006 is derived from the customer's voice quality, the tempo of the speech, the loudness of the voice, and the inflection using the change amount 2004 during the call as a criterion.

  FIG. 21 shows a numerical example 2100 of speech / speech parameters. A specific keyword such as urgent or urgent is used as an item 2102 for speech / speech analysis, and a parameter value 2108 is derived according to the presence / absence of utterance 2104 and the frequency 2106 of occurrence.

  FIG. 22 shows a numerical example 2200 of parameters for the affected range of the problem. A parameter value 2204 is derived according to the influence range 2202 of the problem obtained by the interview at the time of the interview.

  FIG. 23 shows a numerical example 2300 for the customer's emotion recognized by the operator. A parameter value 2304 is derived according to the emotions 2302 of the customer 120 recognized by the operator 104 in the interview conversation.

  FIG. 24 shows an example of parameter quantification 2400 for the problem-solving status. A parameter value 2404 is derived in accordance with the problem solving situation 2402 recognized by the operator 104.

  FIG. 25 shows an example of parameter quantification 2500 for the problem contents. A parameter value 2504 is derived according to the problem response content 2502 recognized by the operator 104.

  FIG. 26 shows a parameter quantification example 2600 for the past correspondence count of the same inquiry. A parameter value 2604 is derived according to the same inquiry response count 2602 registered in the CTI server 101.

  FIG. 27 shows a parameter quantification example 2700 for the past correspondence situation in the same inquiry. A parameter value 2704 is derived according to the past correspondence situation 2702 of the same inquiry case registered in the CTI server 101.

  FIG. 28 shows a parameter quantification example 2800 with respect to the status of compliance with the promised time for the same customer in the past inquiry. A parameter value 2804 is derived according to the compliance rate 2802 of the past next promised date and time registered in the CTI server 101.

  FIG. 29 shows an example 2900 of a table for managing thresholds related to unique weighting in each parameter for calculating the next contact appointment date. The threshold value 2904 is managed according to the parameter threshold value item 2902 such as the telephone parameter threshold value, the inquiry parameter threshold value, and the CTI parameter threshold value.

  FIG. 30 shows a customer-specific weighting setting table example 3000 for parameter values automatically obtained from the customer's telephone. A weighting value 3004 is derived according to the difference 3002 from the threshold value obtained by comparing the parameter value 1510 automatically obtained from the customer's phone and the phone parameter threshold value 1514.

  FIG. 31 shows a customer-specific weighting setting table example 3100 for parameter values acquired from the inquiry result. A weighting value 3104 is derived according to a difference 3102 from a threshold value obtained by comparing the parameter value 1520 acquired from the result of the inquiry from the customer by the operator and the inquiry parameter threshold value 1524.

  FIG. 32 shows a customer-specific weighting setting table example 3200 for parameter values automatically acquired from the CTI server. The weighting value 3204 is derived according to the difference 3202 from the threshold value obtained by comparing the parameter value 1530 automatically acquired from the CTI server and the CTI parameter threshold value 1534.

  FIG. 33 shows a weight setting table example 3300 based on the evaluation of past correspondence results. Each coefficient of the parameter value automatically acquired from the customer's phone 3302, the weight 3304 of the parameter value acquired from the inquiry result, and the weight 3306 of the parameter value automatically acquired from the CTI server are managed.

  FIG. 34 shows an example table 3400 for calculating the next contact appointment date and time. Number of parameters exceeding the threshold 3401, parameter value automatically obtained from the customer's phone << after weighting >> 3402, parameter value obtained from the result of the operator's inquiry from the customer << after weighting >> 3403, automatically obtained from the CTI server The next contact appointment date 3405 is derived from the parameter value << after weighting >> 3404 to be performed.

  FIG. 35 shows an example of calculating parameter values.

  In the parameters automatically acquired from the customer's phone, the voice quality changes, the tempo does not change, the voice changes greatly, the inflection changes quickly, and the inflection changes quickly. The example 3510 that has been repeated many times is digitized. By comparing each evaluation item with the voice parameter digitization example 2000 and the speech / phrase parameter digitization example 2100, the parameter value automatically acquired from the customer's telephone is calculated as +5 3520.

  In the parameters obtained from the interview results, the impact range of the problem has a large impact on the business, the customer's emotion is in an excited state, the resolution is unknown, and the content of the response is a numerical value compared to Example 3530 of the situation of actual machine verification Turn into. For each evaluation item, a parameter quantification example 2200 for the affected range of the problem, a customer quantification example 2300 for the operator's perception, a parameter quantification example 2400 for the problem resolution status, and a parameter value for the problem response By matching with the modified example 2500, the numerical value of the parameter acquired from the inquiry result is calculated to be +14.

  In the parameter 3 automatically acquired from the CTI server, in the case of the example 3550 where the past response count of the same case is 6 times, the past response status is stagnant, and the compliance rate of the next contact promised date and time for the same customer is 60% Digitize. For each evaluation item, parameter quantification example 2600 for past response times of the same query, parameter quantification example 2700 for past response status for the same query, parameter quantification example for compliance status of promised time for united customers in the past query By matching 2800, the numerical value of the parameter automatically acquired from the CTI server is calculated as +4 3560.

  FIG. 36A shows a weighting example (part 1) of parameter values.

  FIG. 36 (B) also shows an example of weighting parameter values (No. 2).

  When the calculation result of the parameter numerical value automatically acquired from the customer's telephone matches +5, 3610, and since the telephone parameter threshold is +3, the threshold is exceeded and the difference is 2 (3612). When this result is matched with the customer specific weight setting table example 3000 for the parameter value automatically obtained from the customer's telephone, the customer specific weight value is x1.3 (3614). Further, the weighting based on the evaluation of the past correspondence record is x1.5 from the item 3302 in FIG. 33 (3616). By multiplying these weights by the parameter value 3610 automatically obtained from the customer's telephone, +9.8 is obtained as the parameter value << after weighting >> automatically obtained from the customer's telephone (3618).

  When the calculation result of the parameter numerical value obtained from the result of the inquiry from the customer by the operator is +14, 3620, the inquiry parameter threshold is +10, so that the threshold is exceeded, the difference is 4 (3622). When this result is matched with the customer specific weight setting table example 3100 for the parameter value acquired from the inquiry result, the customer specific weight value is x1.2 (3624). Further, the weighting based on the evaluation of the past correspondence record is x0.8 from the item 3304 in FIG. 33 (3626). By multiplying these weightings by the parameter value 3620 acquired from the result of the customer's inquiry from the customer, +13.4 is obtained as the parameter value << after weighting >> acquired from the result of the operator's inquiry from the customer (3628).

  If the calculation result of the parameter numerical value automatically acquired from the CTI server matches +4, since the inquiry parameter threshold value is +5, exceeding the threshold value is not applicable (3632). Since the threshold value is not exceeded, the customer-specific weight value is x1.0 (3634). Further, the weighting based on the evaluation of the past correspondence record is x1.2 from the item 3306 in FIG. 33 (3636). By multiplying these weightings by the parameter value 3630 automatically obtained from the CTI server, +4.8 is obtained as the parameter value << after weighting >> automatically obtained from the CTI server (3638).

  Parameter value automatically obtained from the customer's phone << after weighting >> +9.8, parameter value obtained from the result of the operator's interview with the customer << after weighting >> +13.4, parameter automatically obtained from the CTI server The numerical value << after weighting> is +4.8, and the number of parameters exceeding the threshold value 2 is checked against the next contact appointment date calculation table 3400 in FIG. Obtain the calculation result.

It is explanatory drawing which showed the whole structure of this invention. It is the flow which showed the embodiment of the present invention. It is the figure which showed the concept for calculating the next contact appointment date in this invention. It is the figure which showed the judgment item for calculating the next contact appointment date in this invention, its acquisition system, and a detailed element. It is the figure which showed the judgment standard with respect to a customer's voice. It is the figure which showed the judgment standard with respect to a customer's remark. It is the figure which showed the judgment standard with respect to the influence range which a problem has. It is the figure which showed the judgment standard with respect to the customer's emotion which the operator has recognized. It is the figure which showed the judgment standard with respect to the solution status of a problem. It is the figure which showed the judgment standard with respect to the corresponding content of a problem. It is the figure which showed the criterion with respect to the past correspondence frequency | count of the same inquiry. It is the figure which showed the criteria with respect to the past correspondence situation in the same inquiry. It is the figure which showed the judgment standard with respect to the compliance condition of the promise time in the past inquiry. It is a next contact promise date calculation system processing detailed flow (the 1). Similarly, the next contact promise date calculation system processing detailed flow (part 2) is shown. It is the figure which showed the detail of the process in customer specific weighting. It is the figure which showed the detail of the weighting process based on evaluation of the past correspondence performance. It is the figure which showed the detailed process item at the time of calculating the next contact appointment date. It is the figure which showed the review process of the weight and threshold value with respect to evaluation of the past correspondence performance. It is the figure which showed the example of a screen display of the CTI client which an operator refers. It is the figure which showed the example at the time of digitizing an audio | voice parameter. It is the figure which showed the example at the time of digitizing a speech and behavior parameter. It is the figure which showed the example at the time of quantifying the parameter with respect to the influence range of a problem. It is the figure which showed the example at the time of digitizing the parameter of the customer's emotion which the operator has recognized. It is the figure which showed the example at the time of digitizing the parameter of the solution status of a problem. It is the figure which showed the example at the time of digitizing the parameter of the corresponding content of a problem. An example of quantifying the parameter for the number of times the same query has been handled in the past is shown. It is the figure which showed the example at the time of digitizing the parameter of the past response status in the same inquiry. It is the figure which showed the example at the time of quantifying the parameter of the compliance status of the commitment time with respect to the same customer in the past inquiry. It is the figure which showed the example of the table which manages the threshold value regarding a specific weight in each parameter for calculating the next contact appointment date. It is the figure which showed the example of the customer specific weighting setting table | surface to the parameter numerical value acquired automatically from a customer's telephone. It is the figure which showed the example of the customer specific weight setting table to the parameter numerical value acquired from an inquiry result. It is the figure which showed the example of the customer specific weighting setting table | surface to the parameter numerical value acquired automatically from a CTI server. It is the figure which showed the example of the weighting setting table based on evaluation of the past corresponding | compatible result. It is the figure which showed the example of the table for calculating the next contact appointment date. It is the figure which showed the example of calculation of a parameter numerical value. It is the figure (the 1) which showed the example of the weighting of a parameter numerical value. It is the figure (the 2) which similarly showed the example of the weighting of a parameter numerical value.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 100 ... Call center, 101 ... CTI server, 102 ... Next contact promise date calculation system, 103 ... CTI client, 104 ... Operator, 105 ... Headset, 110 ... Telephone line network, 120 ... Customer and telephone terminal, 121 ... Fixed telephone 122 ... Telephone office, 130 ... Mobile telephone central office, 131 ... Mobile telephone.

Claims (3)

  An information processing system that calculates the date and time of the next contact appointment based on the contents of the problem and the inquirer's knowledge, past response history, and the customer's voice in response to telephone inquiries such as call center operations.   The information processing system according to claim 1, wherein weighting can be changed from the content of the problem and the recognition of the responder of the inquiry, the past response history, and the voice of the customer for the determination element of the next contact appointment date and time. system.   The information processing system according to claim 1, wherein the determination result of the next contact appointment date and time can be evaluated by evaluating the corresponding performance for a certain period such as week or month, and the weighting can be changed.

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