JP2012120120A - Call center system and escalation notification method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve service by smooth telephone reception to customers.SOLUTION: A call center system according to the embodiment includes operator terminals 51 and 52 that are used by operators to have telephone conversation with a customer, and a supervisor terminal 40 that is used by a supervisor who monitors operators. A voice identification apparatus 30: stores identification information and priority of a customer that are matched with each other in a customer database; acquires voice data in which conversation is recorded; converts the voice data into text data; checks the text data against the customer database; and notifies the supervisor terminal 40, when it is determined that an important customer is in conversation on an operator terminal by the checking result.

Description

  Embodiments described herein relate generally to a call center system and an escalation notification method for handling a customer via a telephone.

  In a call center system, when an operator escalates a customer's response to the supervisor, it is necessary for the operator to notify the supervisor of the escalation. It was.

JP 2009-159558 A

  As described above, conventionally, the operator has to answer the customer's telephone call and determine the timing of notifying the supervisor of the escalation according to the situation of reception, so the timing of the escalation to the supervisor may be delayed. there were. Alternatively, it is necessary to actively monitor the reception status of the operator and the customer on the supervisor side, and there is a problem that the work load on the supervisor increases.

  An object of the present embodiment is to provide a call center system and an escalation notification method that enable smooth telephone reception to customers and improve services.

  The call center system according to the present embodiment is a call center system including an operator terminal used by an operator for answering a call with a customer, and a supervisor terminal used by a supervisor who monitors the operator. A customer database for storing the degree of correspondence, an acquisition means for acquiring voice data recording the call, a conversion means for converting the voice data into text data, and a first collating the text data with the customer database. 1 verification means, and a first notification means for notifying the supervisor terminal when it is determined that the operator terminal is receiving an important customer based on the verification result of the first verification means.

  The escalation notification method according to the present embodiment is a method used in a call center system including an operator terminal used by an operator for answering a call with a customer and a supervisor terminal used by a supervisor who monitors the operator. A first storing step for storing the identification information and the importance in association with each other in a customer database, an acquisition step for acquiring voice data recording the call, a conversion step for converting the voice data into text data, A first collation step of collating text data with the customer database, and a first notification step of notifying the supervisor terminal when it is determined that the operator terminal is accepting an important customer based on the collation result of the first collation step It has.

1 is an overall configuration diagram showing a call center system according to an embodiment. The block diagram which shows the structure of a speech recognition apparatus. The figure which shows the operation | movement outline | summary of a call center system. The flowchart which shows operation | movement of a speech recognition apparatus. The flowchart which shows operation | movement of a speech recognition apparatus. The flowchart which shows operation | movement of a speech recognition apparatus.

  Hereinafter, a call center system and an escalation notification method according to the present embodiment will be described with reference to the drawings.

  FIG. 1 is an overall configuration diagram showing a call center system according to the present embodiment. This call center system includes a private branch exchange 10 (PBX), a call recording device 20, a voice recognition device 30, a supervisor terminal 40, and operator terminals 51 and 52 (hereinafter collectively referred to as an operator terminal 5n).

  Calls from the customer terminals 71 and 72 (hereinafter collectively referred to as customer terminals 7n) to the call center are transmitted via the carrier communication network 60 and the customer terminals 7n by the ACD (Automatic Call Distribution) function of the private branch exchange 10 in the call center. Is automatically received at the operator terminal 5n that is in charge of processing of the destination. In response to the response from the operator terminal 5n, the private branch exchange 10 connects the call recording device 20 to the call between the customer terminal 7n and the operator terminal 5n, so that the call recording device 20 can speak the call between the customer terminal 7n and the operator terminal 5n. It can be saved as a file. The voice recognition device 30 recognizes that a call between the customer terminal 7n and the operator 5n is started at an arbitrary timing or a notification from the call recording device 20, and converts the voice file into a call log (for example, a text file). .

  In the present embodiment, the call recording device 20 and the voice recognition device 30 are described as separate devices, but may be configured to exist as separate modules in the same device. The supervisor is mainly responsible for monitoring the operator. The supervisor terminal 40 can monitor the call status of the operator terminal 5n in an arbitrary situation, or the customer terminal 7n and the operator terminal 5n can be requested by the operator. Monitor the call status of.

  In the operation of the above system, when the supervisor monitors a call between the customer terminal 7n and the operator terminal 5n or performs business support, the supervisor needs to be actively monitored by the supervisor or a request from the operator It is necessary to confirm the response situation. For this reason, if you receive an incoming call from an important customer who needs the highest priority and the most appropriate response, or if you need a prompt response in a situation where customer complaints develop as a result of customer interaction, the service as a call center May be reduced.

  Therefore, in this embodiment, in the call center, the voice recognition device 30 manages the response status as a system by analyzing the call status between the customer terminal 7n and the operator terminal 5n in real time, and the voice recognition device 30 is the supervisor terminal. An automatic escalation method that automatically performs an escalation notification from the voice recognition device 30 to the supervisor terminal without the need to perform an operator request or an active supervisor monitoring when it is determined that an escalation notification is required. suggest.

  FIG. 2 is a functional block diagram showing the configuration of the voice recognition device 30. The voice recognition device 30 includes a communication unit 301, a voice recognition unit 302, a customer database 303, a complaint term database 304, a voice recognition result storage unit 305, and a supervisor notification unit 306. The communication unit 301 is a communication interface that performs communication with the operator terminal 5 n and the supervisor terminal 40 and communication with the call recording device 20 via the private branch exchange 10. In the customer database 303, identification information of a customer who uses this call center system and a flag (valid / invalid) indicating the importance of the customer are stored in association with each other. The complaint term database 304 stores words, sentences and the like analyzed as complaints.

  The voice recognition unit 302 converts voice data obtained by recording a call with a customer acquired from the call recording device 20 into text data, and compares the text data with the customer database 303 and the complaint term database 304 as a voice recognition result storage unit. Store in 305. The supervisor notification unit 306 notifies the supervisor terminal 40 of a message according to the collation result stored in the voice recognition result storage unit 305.

  FIG. 3 is a diagram showing an outline of the operation of the call center system. FIG. 3 explicitly shows a processing outline of the automatic escalation method to the supervisor terminal 40 by the voice recognition device 30.

  In S <b> 1 in FIG. 3, the customer uses the customer terminal 71 to make a call to the call center business dial-in number via the carrier communication network 60.

  In S <b> 2, when a business dial-in incoming call is received from the customer terminal 71 to the private branch exchange 10, the incoming call is automatically sent to the operator terminal 51 of the operator who is assigned to the business by the ACD function of the private branch exchange 10. Incoming calls.

  In S3, when the operator makes an incoming call response at the operator terminal 51, a call with the customer is started. The private branch exchange 10 recognizes the establishment of the call, and the call recording device 20 receives a connection request from the private branch exchange 10 for allowing the call recording device 20 to participate in the call connection of the call. Recording of the call is started by the call recording device 20 participating in the call connection for the call.

  In S <b> 4, the call recording device 20 records the call and transfers the call voice data to the voice recognition device 30. It is assumed that the voice data is delivered to the voice recognition device 30 regardless of the state of the voice file format, the voice real-time stream, or the like. Alternatively, by periodically polling the call recording device 20 from the voice recognition device 30, the operator recognizes the call currently being handled and requests the call recording device 20 to deliver voice data. The voice recognition device 30 converts the received voice data into text data by voice recognition and analyzes it. Details of this processing will be described later.

  In S <b> 5, the voice recognition device 30 creates a message for notifying the supervisor terminal 40 according to the analysis result, and transmits the message to the private branch exchange 10. In S <b> 6, the private branch exchange 10 transmits the message received from the call recording device 20 to the supervisor terminal 40.

  Here, the operation of the speech recognition apparatus 30 will be described in detail. 4 to 6 are flowcharts showing the operation of the speech recognition apparatus 30. FIG. In step 4a of FIG. 4, the voice recognition device 30 acquires voice data of the call between the operator and the customer from the call recording device 20, and converts the voice data of the call into text data in step 4b. The voice recognition unit 302 of the voice recognition device 30 makes it possible to analyze the contents of a call by words and sentences by making voice data into a text document.

  In step 4 c, the voice recognition unit 302 collates the text data of the call voice divided into analyzable words and sentences with the customer database 303 and stores the collation result in the voice recognition result storage unit 305. Based on the customer database 303, the voice recognition unit 302 retrieves customer information from the name of the customer, the member number, the authentication ID, and the like from the call contents of the operator and the customer. Then, the voice recognition unit 302 determines whether or not an important customer is being handled at the operator terminal. The voice recognition unit 302 acquires customer information from the customer database 303 as a result of the search, and when the important customer flag of the customer information is valid, the voice recognition unit 302 determines that the customer who is calling is an important customer, As a recognition result, the recognition result storage unit 304 validates a flag indicating that this call is an important customer service.

  In step 5a of FIG. 5, when the voice recognition result storage unit 304 determines that the call recognition result is an important customer, the supervisor notification unit 306 notifies the supervisor that the operator is answering the important customer. A message is created, and the communication unit 301 transmits an escalation notification message to the private branch exchange 10.

  In step 5b, the private branch exchange 10 receives the escalation notification message from the voice recognition device 30 to the supervisor, so that the private branch exchange 10 indicates to the supervisor terminal 40 that the operator is handling an important customer. By sending a message, it is possible to automatically escalate to the supervisor. The message notification method from the private branch exchange 10 to the supervisor terminal 40 may be a message transmission by the telephone function of the private branch exchange 10 or a message from the private branch exchange 10 by IP communication using CTI (Computer Telephony Interface). It is good also as transmission.

  Further, in step 5c, the supervisor notifying unit 306 determines whether or not the call duration of the call has exceeded a predetermined time. If the call duration has exceeded a predetermined time, in step 5d, the supervisor's notification unit 306 A message notifying that there is an abnormal value in the situation is transmitted to the supervisor terminal 40.

  In step 5c, if the call time has not exceeded a predetermined time, it is determined in step 5e whether or not the operator is handling a complaint. The speech recognition unit 302 collates the text data of the call speech with the complaint term database 304 and stores the collation result in the speech recognition result storage unit 30. In the complaint term database 304, words and sentences to be analyzed as complaints are registered, and the voice recognition unit 302 detects a certain number or more of words and sentences regarded as complaints from the contents of the call between the operator and the customer. Enable the flag that the call is being handled. Of the words and sentences included in the call, various keywords such as “claim”, “complaint”, “contract breach”, and “damage” can be envisaged as a keyword registration. In the present embodiment, no word or sentence is considered as a claim.

  In step 6 a of FIG. 6, when the voice notification result storage unit 304 determines that the call recognition result is that the supervisor is responding to a complaint, the supervisor notification unit 306 notifies the supervisor that the operator is responding to a complaint. And sends an escalation notification message to the private branch exchange 100.

  In step 6b, the private branch exchange 100 receives the escalation notification message from the voice recognition device 30 to the supervisor, and the private branch exchange 100 sends a message to the supervisor terminal 40 indicating that the operator is responding to the complaint. By sending it, it is possible to automatically escalate to the supervisor.

  On the other hand, if it is determined in step 4c in FIG. 4 that the operator is not in charge of an important customer, it is further determined in step 4d whether the operator is in response to a complaint as in step 5e. If it is determined that the complaint is being handled, the processing shown in FIG. 6 is performed.

  As described above, according to the above embodiment, by analyzing the contents of the call between the operator and the customer by the voice recognition device, the system automatically determines the importance of the customer and the response status of the operator, and the operator's judgment and the supervisor's It is possible to realize a call center system that automatically performs escalation from an operator to a supervisor without actively requiring monitoring.

  In addition, although some embodiment of this invention was described, these embodiment is shown as an example and is not intending limiting the range of invention. These novel embodiments can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the scope of the invention. These embodiments and modifications thereof are included in the scope and gist of the invention, and are included in the invention described in the claims and the equivalents thereof.

  DESCRIPTION OF SYMBOLS 10 ... PBX, 20 ... Call recording device, 30 ... Voice recognition device, 40 ... Supervisor terminal, 51, 52 ... Operator terminal, 60 ... Operator communication network, 71, 72 ... Customer terminal, 301 ... Communication part, 302 ... Voice Recognition unit 303... Customer database 304. Claim term database 305 Speech recognition result storage unit 306 Supervisor notification unit

Claims (6)

A call center system comprising an operator terminal used by an operator for answering a call with a customer and a supervisor terminal used by a supervisor who monitors the operator,
A customer database for storing customer identification information and importance in association with each other;
Obtaining means for obtaining voice data recording the call;
Conversion means for converting the voice data into text data;
First collation means for collating the text data with the customer database;
A call center system comprising: first notification means for notifying the supervisor terminal when it is determined that an important customer is being handled at the operator terminal based on the collation result of the first collation means. Measuring means for measuring the call duration of the call;
And a second notification means for determining that an important customer is being handled by the operator terminal based on the collation result and notifying the supervisor terminal when the call time has exceeded a predetermined time. The call center system according to claim 1. A claim wording database that stores wording about the claim;
Second collating means for collating the text data with the claim wording database;
3. The third notification unit according to claim 1, further comprising: a third notification unit that notifies the supervisor terminal when it is determined that a complaint is being received at the operator terminal based on a verification result of the second verification unit. Call center system. A method used in a call center system comprising an operator terminal used by an operator for answering a call with a customer and a supervisor terminal used by a supervisor who monitors the operator,
A first storage step for storing customer identification information and importance in advance in a customer database in association with each other;
An acquisition step of acquiring audio data recording the call;
A conversion step of converting the voice data into text data;
A first matching step of matching the text data with the customer database;
An escalation notification method comprising: a first notification step of notifying the supervisor terminal when it is determined that an important customer is being handled at the operator terminal based on the collation result of the first collation step. A measuring step for measuring a call duration of the call;
A second notification step of determining that an important customer is being handled by the operator terminal based on the collation result, and notifying the supervisor terminal when the call time has exceeded a predetermined time. The escalation notification method according to claim 4. A second storage step for storing in advance a claim wording in the claim wording database;
A second collation step of collating the text data with the claim wording database;
The escalation according to claim 4, further comprising a third notification step of notifying the supervisor terminal when it is determined that a complaint is being received at the operator terminal based on a verification result of the second verification step. Notification method.

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