JP2011009902A - Customer service devices - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer service device automatically discriminating complaints from customers and notifying an appropriate operator thereof.SOLUTION: The customer service devices includes: a first voice acquisition means for acquiring the voice of a call from a customer to a store; a feeling recognition means for recognizing a feeling from the voice acquired by the first voice acquisition means; a complaint determination means for determining whether it is a complaint call or not, on the basis of whether the feeling recognition means recognizes at least one of the feelings "angry" or "excited"; a point-of-contact storage means for storing the point of contact of a person in charge handling complaints; and a first notification means for notifying the point of contact stored in the point-of-contact storage means when the complaint determination means determines a complaint call.

Description

  The present invention relates to a customer response apparatus for responding to an inquiry from a customer.

  2. Description of the Related Art Conventionally, a call center system for responding to telephone calls such as inquiries and complaints about products from customers is known in companies and stores (for example, see Patent Document 1). This call center system searches for available telephones (operator-compatible devices) where the operator is currently present and is not talking when an incoming call is received from a customer. To choose.

JP 2003-008748 A

By the way, since the contents of the phone calls to the call center vary, as described above, if you connect a call to an empty operator, depending on the content, the operator who received the call may not be able to respond appropriately . In such a case, the operator who is receiving the call is dealt with by switching to the specialist in charge by calling the specialist in charge or by signaling in some way. In particular, when a complaint is received from a customer, it is important to promptly change to a person in charge of handling complaints and respond appropriately.
However, the above-mentioned countermeasures are left to the self-judgment of the operator who receives the call. For this reason, in a situation where the operator cannot make an appropriate decision, such as when the customer is extremely excited, contact with a specialist may be delayed or lost. In particular, when the customer's inquiry is a complaint, the situation described above tends to occur, and as a result, there is a problem that an appropriate response to the customer's complaint cannot be made.

  In view of the above problems, an object of the present invention is to provide a customer response device that can automatically determine a complaint from a customer and notify an appropriate customer.

  The customer service apparatus of the present invention recognizes the first voice acquisition means for acquiring the voice of the telephone call from the customer to the store, the emotion recognition means for recognizing the emotion from the voice acquired by the first voice acquisition means, and the emotion recognition means. Based on whether the type of sentiment represents at least one of "anger" and "excitement", and a complaint determination means for determining whether or not the voice content is a complaint, and contact information of the person in charge who handles the complaint And a first notification means for notifying the contact address stored in the contact address storage means when the voice content is determined to be a complaint by the complaint determination means. It is characterized by.

  According to this configuration, if the emotion is recognized by the voice of the phone call from the customer and the type of the emotion represents “anger” or “excitement”, the content is automatically determined as a complaint. And notify appropriate personnel. Thereby, it is possible to objectively determine whether or not the customer call is a complaint, and it is possible to promptly respond appropriately to the complaint.

  In the customer service apparatus of the present invention, it is preferable that the apparatus further includes a second voice acquisition unit that acquires the voice in the store, and the emotion recognition unit recognizes the emotion from the voice acquired by the second voice acquisition unit.

  According to this configuration, it is possible to respond promptly and appropriately not only to the phone but also to customers who come directly to the store and complain.

  In the customer service apparatus according to the present invention, the contact storage means stores a plurality of contacts, and if it is determined that the voice content is a complaint, the voice print is obtained by analyzing the voice to obtain a voice print. Analysis means and contact determination means for determining one contact from a plurality of contacts based on the voiceprint obtained by the voiceprint analysis means, wherein the first notification means is determined by the contact determination means It is preferable to notify the contact.

  According to this configuration, when it is determined that the audio content is a complaint, for example, the gender and age group (customer attributes) of the customer are determined based on the voice print of the audio, and the contact information is determined according to these customer attributes. Can be changed. For example, if the customer is a male, contact the person in charge of dealing with a male, and if the customer is a female, contact the person in charge of dealing with a female and contact the person in charge. On the other hand, it is possible to respond more appropriately.

  In the customer service apparatus of the present invention, complaint information for storing at least one of a telephone number indicating a caller whose voice content is determined to be a complaint and a voiceprint of a customer who has made a call whose voice content is determined to be a complaint Storage means, counting means for counting at least one of the total number of calls made from the stored telephone number and the total number of calls from customers of the stored voiceprint, and the result of counting by the counting means, the customer's phone A second notification means for notifying a third party when either one of the total number of calls from the number and the total number of calls from a voice print customer is equal to or greater than a predetermined threshold; Is preferred.

  According to this configuration, it is possible to notify a third party (for example, police, security company, etc.) of the customer who frequently complains, that is, the existence of a so-called malicious claim, and the occurrence of a major trouble caused by the complaint. It can be prevented in advance.

It is a system configuration figure of a customer service system concerning this embodiment. It is a control block diagram of a customer service system. It is a flowchart explaining a series of procedures of a complaint discrimination | determination process. It is a flowchart explaining the series of procedures of the total process of a complaint telephone number.

  Hereinafter, a customer service apparatus according to an embodiment of the present invention will be described with reference to the accompanying drawings. In the present embodiment, a customer response system that responds to an inquiry from a customer to a store using the customer response device of the present invention will be described as an example.

  FIG. 1 is a diagram showing a system configuration of a customer service system 1 according to an embodiment of the present invention. As shown in the figure, the customer service system 1 includes a store-side telephone 2, a private branch exchange (PBX) 3, a complaint discrimination device 4, a person-in-charge terminal 5, and a store server 6, and the store-side telephone 2, Connection between the private branch exchange 3 and the complaint discrimination device 4 is realized through a telephone line (extension line 7) laid in the store. The connection between the complaint determination device 4, the person in charge terminal 5 and the store server 6 is realized by a LAN (in-store LAN 8) laid in the store. The “customer-compatible device” has the complaint determination device 4 and the store server 6 as main components.

  The store-side telephone 2 is for accepting inquiries from customers to the store, and is connected to the private branch exchange 3 via a complaint discrimination device 4 described later. In this embodiment, it is assumed that it is installed at a service counter (or reception desk) in the store. The private branch exchange 3 is connected to the public telephone network 9 and controls calls between the customer-side telephone 10 and the store-side telephone 2.

  The complaint discrimination device 4 is disposed between the store-side telephone 2 and the private branch exchange 3 (specifically, between the store-side telephone 2 and a modular jack (not shown) disposed in the service counter), and the store-side telephone 2 The voice (call voice) of the telephone that has been dialed is acquired, and it is determined from this voice whether or not the contents of the telephone (voice contents) are complaints. The complaint discrimination device 4 has a built-in microphone 23 (see FIG. 2). The microphone 23 acquires voice around the installation location (service counter) of itself (the complaint discrimination device 4). It is determined whether or not the content of the conversation (sound content) is a complaint. If it is determined that the complaint is a complaint, a notification indicating that the complaint has been received (a complaint from the customer has been accepted; hereinafter referred to as a “complaint detection notification”) is transmitted.

  The person-in-charge terminal 5 is arranged for each person in charge who specializes in processing for complaints from customers, and receives a complaint detection notification from the complaint discrimination device 4. By receiving this notification, each person in charge knows that a complaint has been received from the customer. For example, the customer and the telephone agent can make a three-party call to respond to the complaint, or in the store Go directly to respond to complaints.

  The store server 6 receives a call from a telephone number (hereinafter referred to as a “complaint telephone number”) that indicates the call origin that has been determined that the customer call is a complaint as a result of the determination in the complaint determination apparatus 4. The cumulative number of times is counted. Further, the store server 6 is connected to a third party organization 12 (for example, police, security company, etc.) via the Internet 11, and a third party according to the cumulative number of calls originating from the complaint telephone number. Notify the institution 12 about the complaint.

  FIG. 1 shows a configuration in which one store-side telephone 2 is connected (accommodated) for each complaint determination device 4, but this is an example, and one complaint determination device 4 includes a plurality of store-side telephones. 2 may be connected (accommodated).

  Next, with reference to the block diagram of FIG. 2, the control configuration of the main components of the customer service system 1 will be described. The complaint determination device 4 includes a control unit 21, a storage unit 22 (contact address storage unit), a microphone 23, a telephone connection unit 24, a network connection unit 25, an emotion recognition unit 26, and a voiceprint analysis unit 27.

  The control unit 21 includes a central processing unit (CPU), a read only memory (ROM), and a random access memory (RAM) as main elements, and controls the entire complaint determination device 4.

  The storage unit 22 has a contact table 22a. The contact table 22a is a table used to determine the person-in-charge terminal 5 to which the complaint detection notification is transmitted. The customer attribute (gender and age group) that the person in charge of the complaint can handle and the person in charge And the computer name (or IP address) for identifying the person in charge terminal 5 are stored in association with each other.

  The microphone 23 inputs (acquires) sound around the place where the complaint determination device 4 is installed. The telephone connection unit 24 is an interface for connecting to the store-side telephone 2 and the private branch exchange 3, and by this connection, the control unit 21 acquires the voice of the telephone that has been placed on the store-side telephone 2 from the customer. be able to.

  The emotion recognition unit 26 functions as means for recognizing the customer's (speaker) 's emotion from the analysis result of the voice of the telephone call from the customer or the voice acquired by the microphone 23. Specifically, the frequency component and prosody (rhythm) of the voice are analyzed, and any emotion of “joy”, “anger”, “sadness”, “normal” and “excitement” is recognized. Then, when the recognized emotion represents “anger” or “excitement”, the control unit 21 determines that the voice content is “complaint”.

  The voiceprint analysis unit 27 performs voiceprint analysis on the voice of a telephone call from a customer or the voice acquired by the microphone 23, and acquires the voiceprint of the voice. Based on this voiceprint, attributes such as sex and age group of the customer (speaker) are discriminated.

  The network connection unit 25 functions as means for communicating with the person-in-charge terminal 5 and the store server 6. When the control unit 21 determines that the voice content is a complaint based on the recognition result of the emotion recognition unit 26, based on the voiceprint analysis result of the voice (specifically, based on the gender and age group of the voiceprint). The corresponding person-in-charge terminal 5 is determined from the contact table 22a, and a complaint detection notification is transmitted to the person-in-charge terminal 5. Further, the control unit 21 transmits to the store server 6 a complaint telephone number that is a call originator of the telephone determined to be a complaint from the customer.

  The person-in-charge terminal 5 has a hardware configuration mounted on a general personal computer in addition to the control unit 31, the network connection unit 32, and the display unit 33. The control unit 31 includes a CPU, a ROM, and a RAM as main elements, and controls the person-in-charge terminal 5 as a whole. The network connection unit 32 functions as a means for communicating with the complaint determination device 4. The control unit 31 receives a complaint detection notification from the complaint determination device 4 via the network connection unit 32. The display unit 33 functions as means for displaying the complaint detection notification received from the complaint determination device 4 on the screen and notifying the person in charge of the fact (complaint is coming). By this display, each person in charge grasps that a complaint is coming from a customer.

  The store server 6 has a hardware configuration mounted on a general personal computer in addition to the control unit 41, the storage unit 42 (complaint information storage unit), the time measuring unit 43, and the network connection unit 44. The control unit 41 includes a CPU, a ROM, and a RAM as main elements, and controls the store server 6 as a whole. The storage unit 42 has a complaint information database 42a. The complaint information database 42a stores the complaint telephone number and the date and time when the complaint telephone number is received in association with each other.

  The timer unit 43 is a so-called RTC (Real Time Clock) and functions as a means for acquiring the date and time. In this embodiment, the date and time when the complaint telephone number is received, that is, the date and time when the complaint call is received from the customer (the date and time when it is determined that the customer call is a complaint) is acquired. The network connection unit 44 functions as means for communicating with the complaint determination device 4 and the third party organization 12. The control unit 41 receives the complaint telephone number from the complaint determination device 4 via the network connection unit 44, and stores it in the complaint information database 42a together with the date and time when the complaint telephone number is received. In addition, the control unit 41 counts (counts) the cumulative number of received complaint telephone numbers, and when the cumulative number exceeds a predetermined threshold, the complaint telephone number and date / time are set to the third party organization 12 (first number). Notification is made to the terminal (not shown) installed in the three-party organization 12. This makes it possible to notify the third party 12 of the presence of a customer who frequently complains, that is, a so-called malicious claimer, and to prevent the occurrence of a large trouble caused by the complaint.

  Here, with reference to FIG. 3, a series of procedures for complaint determination processing in the customer service system 1 (complaint determination device 4) will be described. First, the complaint determination device 4 (the control unit 21) receives a voice of a telephone call (calling voice) from the customer-side telephone 10 to the shop-side telephone 2 or a voice in the store (conversation voice) input from the microphone 23. (S01, first voice acquisition means, second voice acquisition means). Next, the complaint discrimination device 4 recognizes an emotion from the acquired voice by the emotion recognition unit 26 (S02, emotion recognition means). Here, one of “joy”, “anger”, “sadness”, “normal”, and “excitement” is recognized as the type of emotion recognized by the emotion recognition unit 26.

  Subsequently, the complaint determination device 4 determines whether or not the emotion type recognized by the emotion recognition unit 26 represents “anger” or “excitement”. When it is determined that the recognized emotion type is not “anger” or “excitement” (S03; No), the complaint determination device 4 determines the content of the phone voice (call content) or the content of the voice in the store (conversation content). ) Is determined not to be a complaint (S04, complaint determination means), and the process returns to S01.

  On the other hand, when it is determined that the recognized emotion type is “anger” or “excitement” (S03; Yes), the complaint determination device 4 determines the voice content (call content) of the phone or the voice content (conversation content) in the store. ) Is determined to be a complaint (S05, complaint determination means). Next, the complaint discriminating apparatus 4 performs voiceprint analysis on the voice determined to be a complaint by the voiceprint analysis unit 27 and acquires the voiceprint of the voice (S06, voiceprint analysis means). And the complaint discrimination device 4 discriminates the sex and age group of the person who uttered the voice, that is, the customer (speaker), from the acquired voiceprint.

  Subsequently, based on the determined gender and age group, the complaint determination device 4 determines the person-in-charge terminal 5 to which a complaint detection notification is to be transmitted from the contact table 22a (S07, contact determination means). That is, the person in charge who is appropriate for the customer's reception is determined based on the sex and age group of the customer who made the complaint. Then, the complaint discrimination device 4 transmits a complaint detection notification to the determined person-in-charge terminal 5 (S08, first notification means). When the person-in-charge terminal 5 (control unit 31) receives the complaint detection notification from the complaint determination device 4 (S09), the person-in-charge terminal 5 displays the complaint detection notification on the display unit 33 (S10), and the person in charge receives a complaint from the customer. Notify that there is.

  In this way, by determining the person in charge according to the gender and age group of the customer who makes a complaint, for example, if the customer is a male, the person in charge of dealing with a male is notified and the customer is a female. For example, since the contact information can be changed according to the customer's attributes, such as notifying the person in charge of dealing with women well, it is possible to more appropriately respond to the customer who complains.

  Next, with reference to FIG. 4, a series of procedures for counting the complaint telephone numbers in the customer service system 1 (store server 6) will be described. First, the complaint discrimination device 4 (control unit 21) acquires the voice of the telephone call (call voice) that has been placed on the store side telephone 2 from the customer side telephone 10 (S21). Next, the complaint discrimination device 4 recognizes an emotion from the voice acquired by the emotion recognition unit 26 (S22). Subsequently, the complaint determination device 4 determines whether or not the emotion type recognized by the emotion recognition unit 26 represents “anger” or “excitement”. When it is determined that the recognized emotion type is not “anger” or “excitement” (S23; No), the complaint determination device 4 determines that the content of the phone call (call content) is not a complaint (S24). , The process returns to S21.

  On the other hand, when it is determined that the recognized emotion type is “anger” or “excitement” (S23; Yes), the complaint determination device 4 determines that the voice content (call content) of the phone is a complaint (S25). ). Then, the complaint determination device 4 transmits to the store server 6 a telephone number (complaint telephone number) indicating a caller whose voice content is determined to be a complaint (S26).

  When the store server 6 (control unit 41) receives the complaint telephone number from the complaint determination device 4 (S27), the date and time when the complaint telephone number is received (the date and time when the complaint telephone is received), Are stored in association with each other (S28). Further, the store server 6 counts (counts) the total number of calls (calls) originating from the received complaint telephone number (S29, counting means). Then, the store server 6 determines whether or not the cumulative number of calls is equal to or greater than a preset threshold value.

  If the cumulative number of calls originating from the complaint telephone number is less than the threshold (S30; No), the store server 6 ends the series of processing. On the other hand, if the cumulative number of calls originating from the complaint telephone number is equal to or greater than the threshold (S30; Yes), the store server 6 sends the complaint telephone number and the complaint telephone number to the third party organization 12. The date and time of receiving the complaint telephone is notified (S31, second notification means).

  As described above, according to the present embodiment, if the emotion is recognized by the voice of the phone call from the customer and the emotion type represents “anger” or “excitement”, the content is a complaint. It is automatically determined that there is, and an appropriate person in charge can be notified. Thereby, it is possible to objectively determine whether or not the customer call is a complaint, and it is possible to promptly respond appropriately to the complaint.

  Further, the complaint determination device 4 acquires the voice in the store from the built-in microphone 23, and if the type of emotion of the voice represents “anger” or “excitement”, the content is a complaint. Automatically determine and notify appropriate personnel. In other words, not only telephone calls but also customers who come directly to the store and make complaints can be handled promptly and appropriately.

  In the present embodiment, complaints from customers are determined based on voice emotion recognition results, but the present invention is not limited to this. For example, in addition to emotion recognition results, by detecting whether the audio content contains keywords that are generally assumed to be included in complaints (such as “apology”, “compensation”, “good faith”, etc.) You may make it discriminate | determine whether it is a complaint. In addition to the above, it may be determined whether or not the complaint is based on the customer's telephone number. In this case, a telephone number (complaint telephone number) where the cumulative number of complaint calls exceeds the threshold is acquired from the store server 6, and whether or not the telephone number of the telephone call from the customer corresponds to the complaint telephone number. This can be realized by discriminating.

  In the present embodiment, the third party 12 is notified when the cumulative number of telephone calls originating from the complaint telephone number is equal to or greater than the threshold, but the present invention is not limited to this. For example, the voiceprint of the customer who made a call identified as a complaint is stored, and the third party 12 is notified when the cumulative number of calls from the customer of this voiceprint exceeds a threshold. Also good.

  In addition, the complaint telephone number and the voice print of the telephone are stored in association with each other, and when the cumulative number of calls from the customer of the voice print exceeds the threshold, and the cumulative number of calls originating from the complaint telephone number is the threshold. You may make it notify to the third party organization 12 when it becomes above. In particular, in the former case, even when a customer of the voiceprint complains from a plurality of different telephones, the telephone numbers of all the telephones can be notified to the third party organization 12.

  Further, regardless of the above-described embodiment, the apparatus configuration and processing steps of the customer service system 1 and the apparatus configurations and processing steps of the complaint determination device 4 and the store server 6 are not deviated from the scope of the present invention. Any change can be made as appropriate.

  DESCRIPTION OF SYMBOLS 1 ... Customer correspondence system 4 ... Complaint discrimination device 5 ... Person in charge terminal 6 ... Store server 12 ... Third party organization 22 ... Memory | storage part 22a ... Contact table 23 ... Microphone 26 ... Emotion recognition part 27 ... Voiceprint analysis part 42 ... Memory | storage Department 42a ... Complaint information database

Claims (4)

First voice acquisition means for acquiring voice of a telephone call from a customer to a store;
Emotion recognition means for recognizing emotion from the voice acquired by the first voice acquisition means;
Complaint determination means for determining whether the voice content is a complaint based on whether the type of emotion recognized by the emotion recognition means represents at least one of "anger" and "excitement";
Contact storage means for storing the contact information of the person in charge of handling the complaint;
A first notification means for notifying a contact address stored in the contact address storage means when the voice content is determined to be a complaint by the complaint determination means; apparatus. A second voice acquisition means for acquiring voice in the store;
The emotion recognition means includes
The customer service apparatus according to claim 1, wherein an emotion is recognized from the voice acquired by the second voice acquisition unit. The contact storage means stores a plurality of the contacts,
When it is determined that the voice content is a complaint, voiceprint analysis means for analyzing the voice to obtain a voiceprint of the voice; and
Contact determination means for determining one contact from the plurality of contacts based on the voiceprint obtained by the voiceprint analysis means;
The first notification means includes
The customer service apparatus according to claim 1 or 2, wherein notification is made to the contact determined by the contact determination means. Complaint information storage means for storing at least one of a telephone number indicating a caller of the telephone whose voice content is determined to be a complaint and a voice print of a customer who has made the call whose voice content is determined to be a complaint;
Counting means for counting at least one of the cumulative number of calls from the stored telephone number as the caller and the cumulative number of calls from the stored customer of the voiceprint;
As a result of counting by the counting means, when either one of the cumulative number of calls originating from the customer's telephone number and the total number of calls from the voiceprint customer is equal to or greater than a predetermined threshold, The customer-facing apparatus according to claim 3, further comprising a second notifying unit for notifying.

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