JP2012032562A - Method and device for supporting operator input - Google Patents

Abstract

PROBLEM TO BE SOLVED: To construct a system for supporting an operator input operation in a call center, in which a computer determines input omission of the operator based on input voice data of a conversation between the operator and a client.SOLUTION: Correspondence between a key word uttered during conversation and an input item to be entered in a display screen of the computer when the key word is uttered is defined in advance. The item to be entered is determined based on the key word obtained during the conversation, and the computer determines the input omission without requiring the operator to make a wasteful operation.

Description

  Technology related to operator input support in call centers. In particular, it is a technique for checking input contents.

  In the call center, an input operation is performed in which the contents heard from a customer who has called the operator are input to a computer screen and registered in a history database.

  The call center of an electric power company is engaged in various input operations for inquiries about electricity stoppage due to moving, inquiries about electricity charges, all electrification, and power outages. Input check to determine whether or not there is input. In the input check, there is a mandatory check that determines whether or not input is required for an item that must be input, and for items that require multiple inputs depending on the input content of one item. A correlation check is performed to determine whether or not there is an input.

  Patent Document 1 is cited as a technique for supporting input to a specific item. In Patent Document 1, it is possible to move the cursor to the position of a desired item on the screen or output the information of the item pointed to by the cursor by a voice instruction.

JP-A-6-332665

  However, when the necessity of input changes depending on the content of the conversation between the operator and the customer, the input check in the conventional call center cannot perform an essential check or a correlation check. For this reason, many input leaks occurred. In Patent Document 1, it is possible to move the cursor to the position of a desired item on the screen or output the information of the item pointed to by the cursor by voice instruction. It has not been.

  In order to perform input checks on items whose necessity of input varies depending on the content of the conversation between the operator and the customer, which cannot be required or correlated, it is necessary to provide information that allows the computer to determine the necessity of input. . For example, an item (check box or the like) for determining whether input is necessary or not needs to be provided on the screen and input by the operator. Therefore, an extra input is made to the operator. As a result, the operator's input work becomes complicated and the work efficiency of the input work decreases. Therefore, it is difficult to prevent the operator from leaking input and allow the operator to perform efficient input work.

  Therefore, in the present invention, first, a conversation between an operator and a customer is recognized by speech, converted into text data, and a keyword is extracted. Next, the extracted keyword is determined, and an item that requires input is specified. Thereby, an input check is performed for an item whose necessity of input varies depending on the content of the conversation between the operator and the customer, and if there is an input omission, the operator is notified.

  According to the present invention, it is possible to perform an input check on an item whose necessity of input varies depending on the content of the conversation between the operator and the customer without causing the operator to perform extra input. For this reason, it is possible to prevent an operator from leaking input and allow the operator to perform an efficient input operation.

System configuration diagram of operator input work support system in the embodiment Flowchart in the speech recognition unit Flow chart in the input check unit Flowchart in the input check section (details) input screen Operator and customer conversation Data structure diagram of specific keyword master table Keyword extraction file Data structure of the mandatory input master table Search criteria error indication

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 shows a system configuration of a call center according to the present embodiment. The call center system includes a terminal and a database server 14. The terminal and the database server are connected by a local network. Here, the terminal includes a voice recognition unit 11, a storage unit 12, and an input check unit 13. The voice recognition unit includes a voice recognition / keyword extraction processing unit 15. The storage unit includes a keyword extraction file. The input check unit includes an input check processing unit 17 and an input leakage notification processing unit 18. The database server includes a specific keyword master table 19 and an input mandatory determination master table 20. The outline of the present embodiment will be described using these processing units.
First, a call is received at the call center, and a call between the customer who makes the call and the operator of the call center is started. When the call is finished, the voice recognition unit 11 receives the input voice data, the voice recognition / keyword extraction processing unit 15 in the voice recognition unit 11 converts the input voice data into text data, and the specific keyword master is converted from the converted text data. The keywords defined in the table 19 are extracted and stored in the keyword extraction file 16 as text data.

  In the specific keyword master table 19, words and phrases that are key to questions and answers in the conversation between the customer and the operator are registered in advance.

  After that, the operator listens to the customer's contents and inputs the items on the computer screen, and an input check is performed to determine whether or not there is an input to an item that needs to be input by the computer according to the operator's instruction. In the input check, the following input check is executed by the input check processing unit 17 and the input omission notification processing unit 18 in the input check unit 13.

  The input check processing unit 17 searches the input necessity determination master table 1A using the keyword stored in the keyword extraction file 16 as a key, acquires an item that requires input, and determines omission of input for the acquired item.

  In the input mandatory determination master table 1A, correspondences between words that are the key to questions and answers and items that require input are registered in advance.

  The input leakage notification processing unit 18 notifies the operator that there is an input leakage when there is an input leakage.

  Next, specific processing using the operator input work support system according to this embodiment will be described with reference to FIGS. As a specific example, a case is assumed in which there is an inquiry from a customer at a call center of an electric power company regarding cancellation of use of electricity accompanying moving.

  First, a telephone call is received at a call center of an electric power company, and a conversation between an operator and a customer (FIG. 6) is performed. The operator inputs the contents heard from the customer on the input screen shown in FIG.

  In the input screen shown in FIG. 5, the customer name 41, the customer address 42, the desired visit date 43, the new address 45, which must be entered, and the contents of the conversation between the operator and the customer may be necessary. When the desired visit time 44 changes, it is composed of a delivery address 46 and a registration button 47 for registering the input contents in the history database. The visit request time 44 is an item that needs to be input only when the customer has a request for a visit time regarding the discontinuation of the use of electricity associated with moving. The delivery address 46 is an item that needs to be input only when the customer wishes to send the transfer sheet of the last month to a place that is not the moving destination. Both the visit request time 44 and the delivery address 46 are items that do not need to be input unless the customer wishes.

  In the conversation between the operator and the customer shown in Fig. 6, the operator asks "Do you have a request for the visit time?" ing. The customer replied with “No, you can visit at any time.” 52, and when you wish to visit 44, it is an item that does not need to be entered. The operator will also confirm that the customer wishes to send the last month's transfer form to a location that is not the destination. “The last month's transfer form that stops electricity may be sent to the destination. ”53. The customer responds with “No, I want to send it to my home” 54, and the delivery address 46 is an item that needs to be entered.

  When the conversation between the operator and the customer shown in FIG. 6 ends, the voice recognition unit 11 receives the input voice data and executes voice recognition / keyword extraction processing.

  FIG. 2 shows voice recognition / keyword extraction processing.

  The voice recognition / text data creation process 21 converts input voice data of the conversation between the operator and the customer into text data using voice analysis software.

  The keyword extraction process 22 reads the text data converted by the speech recognition / text data creation process 21, matches the contents of the specific keyword master table 19 and the text data, and extracts the keyword if the same word is stored And stored in the keyword extraction file 16.

  The specific keyword master table 19 stores a keyword for specifying an operator's question that is uttered during the conversation between the operator and the customer, and a keyword for the customer's response “Yes / No”. FIG. 7 is a data configuration diagram of the specific keyword master table. It is assumed that the operator's customer service at the call center is standardized and the operator's question can be specified by two specific keywords in the conversation. When confirming a visit time request with a customer, two keywords “visit time” and “hope” are included, as in the question “Do you have a request for visit time?” 51. If you want to see if the customer wants the last month's transfer form to be sent to a location other than the new location, ask: "Are you sure you want to send the last month's transfer form to stop moving electricity? As shown in the question “53”, two keywords “transfer sheet” and “moving destination” are included. When the operator asks the customer a question that can be answered with “Yes” or “No”, the customer first answers with “Yes” or “No”. Therefore, the specific keyword master table stores keywords such as “yes”, “no”, “visiting time”, “request”, “transfer form”, “moving destination”, and the like.

  The keyword extraction file 16 holds the extracted keywords as comma-delimited text data.

  FIG. 8 shows a keyword extraction file created by the keyword extraction process 22. The specific keyword master table shown in FIG. 7 and the text data “visit time, hope, no, visit time, transfer form, moving destination, no...” Are stored from the conversation between the operator and the customer shown in FIG. Here, the order of the keyword is in line with the time series of conversation. In this way, by considering the time series, it is possible to specify what keyword a keyword such as “yes, no” is an answer to. Specifically, a keyword such as “Yes, No” is specified as corresponding to the keyword immediately before that.

  Next, after completing the input to the input screen shown in FIG. 5, the operator presses the registration button 47, and the input contents are registered in the history database by the computer.

  When registration is performed, the input check unit 13 executes an input check processing unit 17 and an input omission notification processing unit 18 according to the flowchart of the input check unit shown in FIG.

  In the keyword extraction file reading process (step 31), the keyword extraction file is read and the read keyword is stored in the memory.

  The input mandatory determination master table search process (step 32) searches the input essential determination master table using the extracted keywords, and acquires items that require input.

  FIG. 4 shows a specific process of the step (step 32) for searching the input mandatory determination master table. In this step, the keyword acquisition process 1 (step 38) to the search process (step 3B) are executed using the input requirement determination master table shown in FIG.

  FIG. 9 is a data configuration diagram of the input necessity determination master table. The input mandatory judgment master table has three keywords (keyword 1 (81), keyword 2 (82), keyword 3 (83)) and input items 84 as data items, and input is required by these three keywords. The purpose is to specify only one item (input item 84). The keyword 1 (81) and the keyword 2 (82) store two keywords that the operator issues for one question, and have a role of uniquely identifying the operator's question. The keyword 3 (83) stores the keyword “Yes / No” that the customer answers immediately after the operator's question, and the customer's response to the operator's question specified by the keyword 1 (81) and the keyword 2 (82). Have a role to judge. In order to obtain <44> as an item that requires input, the input mandatory determination master table acquires “visit time” for keyword 1 (81), “hope” for keyword 2 (82), keyword 3 ( 83) in order to obtain the record 85 in which “Yes” is stored in the input field 84 and “when visiting is desired” in the input item 84 and the address to be sent 46 as the items that need to be input, the “transfer sheet” in the keyword 1 (81), A record 86 storing “moving destination” in the keyword 2 (82), “No” in the keyword 3 (83), and “shipping address” in the input item 84 is stored.

  The keyword acquisition process 1 (step 38) acquires keywords on the memory in order from the top.

  The keyword determination process (step 39) determines whether the acquired keyword is “yes” or “no”. If “yes” or “no”, keyword acquisition process 2 (step 3A) is executed, and if it is neither “yes” nor “no”, keyword acquisition process 1 (step 38) is executed again.

  In the keyword acquisition process 2 (step 3A), two keywords immediately before the acquired “yes” or “no” keyword are acquired from the memory. If “yes” or “no” is the customer's response, the two keywords immediately before that are keywords issued by the operator, and the operator's question can be specified.

  The search process (step 3B) searches the input mandatory determination master table shown in FIG. 9 by using the acquired three keywords as the search key for keyword 1, keyword 2, and keyword 3 in order from the top, and inputs the items (inputs required). Item).

  FIG. 10 shows search conditions executed in the search process (step 3B). In the keyword extraction file shown in FIG. 8, there are two keywords “visit time” 71 and “hope” 72 in front of the first “no” 73 keyword, so keyword 1 = “visit time” and keyword 2 = 'Request' and Keyword 3 = 'No' 91 is executed as the first search condition. In addition, since there are two keywords “transfer paper” 74 and “moving destination” 75 in front of the next “No” 76 keyword, keyword 1 = “transfer paper” and keyword 2 = “moving destination” and keyword 3 = 'No' 92 is executed as the second search condition. In search condition 91, keyword 1 and keyword 2 match the record, and it can be seen that the operator's question is "Are you interested in visit time?" 51, but keyword 3 does not match Since the customer's response is “No”, the input item is not acquired. In search condition 92, keyword 1 and keyword 2 match the record, and the operator's question is "Are you sure you want to send the transfer form for the last month to stop electricity?" In addition, since the keyword 3 also matches the record 86 and the customer's response is “No”, the “shipping address” of the input item is acquired. In addition, if the question “Yes / No” is included in an unrelated question during a conversation, both of the previous two keywords match the input mandatory determination master table, and the input item is acquired. Is unlikely.

  In input item acquisition determination (step 33), it is determined whether or not an item that requires input has been acquired. If an item that requires input can be acquired, input item accumulation processing (step 34) is executed, and if it cannot be acquired, keyword end determination (step 35) is executed.

  In the input item storage process (step 34), the acquired information on the items that require input is stored in the memory.

  In the keyword end determination (step 35), it is determined whether or not the reading of the keyword from the memory is completed. When the reading of the keyword is completed, an input omission determination (step 36) is executed. When the reading of the keyword is not completed, the input mandatory determination master table search process (step 32) is executed again.

  In the input omission determination (step 36), it is determined whether or not the accumulated items requiring input are input in the corresponding items on the screen. If there is an input omission in an item that requires input, an input omission notification process (step 37) is executed. If there is no omission, the input check is terminated.

  In the input leak notification process (step 37), input leak information is displayed on the screen to notify the operator that there is an input leak. Thereafter, the input check is terminated.

  FIG. 11 shows an error display on the screen in the input leakage notification process (step 37). Since the delivery address 46 is stored in the memory as an item that needs to be entered, if the registration button 47 is pressed without any entry in the delivery address 46, the “destination” “Your address is not entered. Are you sure you want to complete it?” The message “101” is displayed, and the operator is notified of the omission of the delivery address 46. In addition, when the user wishes to visit 44, the item is not stored in the memory as an item that needs to be input.

  Thus, according to this embodiment, the operator can know that the input of the delivery address 46 is missing. In addition, in order for the computer to determine an input omission, an item (check box or the like) for determining whether an input is necessary or not is provided on the screen, and it is not necessary for the operator to input. For this reason, it is possible to prevent the operator from leaking input and to allow the operator to perform efficient input work.

DESCRIPTION OF SYMBOLS 11 Speech recognition part 12 Memory | storage part 13 Input check part 14 Database server 15 Voice recognition and keyword extraction process part 16 Keyword extraction file 17 Input check process part 18 Input omission notification process part 19 Specific keyword master table 20 Input required determination master table

Claims (6)

An operator input support method for supporting operator input for inputting information based on voice information,
A correspondence table associating keywords used in the voice information with items that require operator input related to the keywords is stored in the storage unit in advance.
Receiving the audio information;
Extracting a phrase contained in the audio information;
Using the correspondence table stored in the storage unit to match the extracted phrase and the keyword of the correspondence table;
When the keyword is in the extracted phrase, extracting an item corresponding to the keyword and requiring operator input;
A step of performing an input check on the extracted item as an essential input; and
An operator input support method comprising: The operator input support method according to claim 1,
In the correspondence table, items that require operator input from a plurality of keywords are determined,
In the step of extracting an item requiring operator input, an item corresponding to the keyword is extracted based on the plurality of keywords. The operator input support method according to claim 2,
In the step of extracting a phrase included in the voice information, the phrase is extracted in the order in the voice information,
In the step of matching the phrase and the keyword, the operator input support method, wherein matching is performed with the keyword of the correspondence table based on the phrase extracted in the order. An operator input support device that supports operator input for inputting information based on voice information,
A storage unit that stores a correspondence table that associates keywords used in the voice information with items that require operator input in relation to the keywords;
A voice recognition unit that receives the voice information and extracts a phrase included in the voice information;
Using the correspondence table stored in the storage unit, the extracted phrase and the keyword of the correspondence table are matched, and when the keyword is in the extracted phrase, an operator corresponding to the keyword An input check unit that extracts an item that requires input, and performs an input check on the extracted item as an essential input; and
An operator input support device comprising: In the operator input assistance device according to claim 4,
In the correspondence table, items that require operator input from a plurality of keywords are determined,
The voice recognition unit extracts an item corresponding to the keyword based on the plurality of keywords. In the operator input assistance device according to claim 5,
The said voice recognition part extracts the said phrase according to the order in the said audio | voice information, and matches with the keyword of the said corresponding table based on the phrase extracted according to the said order, The operator input assistance apparatus characterized by the above-mentioned.

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