JP2015012463A - Information processing device, specific term notification method, program, specific term notification system, and terminal device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable an operator to recognize whether a specific term has been used during a telephone conversation with a customer.SOLUTION: A transmission unit 13 transmits the contents of a telephone conversion between a customer and an operator to a terminal device of the operator during the telephone conversation between the customer and the operator. An NG word DB 25 stores specific terms that are not allowed to be used by an operator with respect to a customer. A determination unit 14 refers to the NG word DB 25 so as to determine whether or not a specific term is included in the contents of a telephone conversation between a customer and an operator. When it is determined that a specific term has been included in the contents of a telephone conversion between a customer and an operator by the determination unit 14, the transmission unit 13 transmits the information of the specific term to the terminal device of the operator.

Description

  The present invention relates to an information processing device, a specific term notification method, a program, a specific term notification system, and a terminal device.

  In a call center or the like that performs a call receiving / receiving operation, introduction of a voice logging system is prevalent for the purpose of, for example, storing the contents of calls with customers or educating employees such as operators.

  In such a voice logging system, voice data of a customer and an operator is converted into a text file by a voice recognition engine and stored in a storage device such as a memory. As a result, in the voice logging system, it is possible to search the content of a call between a customer and an operator using a specific keyword.

  In the past, in the evaluation of text sentences, there has been provided a method for ensuring the validity of the evaluation by improving the efficiency by greatly reducing labor and time and evaluating the text sentences based on the context based on statistical information ( For example, see Patent Document 1).

JP 2011-186762 A

  However, in the conventional system, it is only possible to search for a specific keyword after the call between the customer and the operator ends.

  For this reason, during the call with the customer, for example, in order to know whether or not a specific term that is prohibited from being used has been used, the operator only searches for the specific term after the call and knows it. That is, the operator cannot recognize whether or not a specific term is used during a call with a customer.

  Therefore, an object of the present invention is to provide a technique that allows an operator to recognize whether or not a specific term is used during a call with a customer by a simpler process.

  The present application includes a plurality of means for solving at least a part of the above-described problems. Examples of the means are as follows. In order to solve the above-described problems, an information processing apparatus according to the present invention stores a transmission unit that transmits the content of a call between the customer and the operator to the terminal device of the operator during a call between the customer and the operator, and stores a specific term A storage unit, and a determination unit that refers to the storage unit and determines whether or not the specific term is included in the content of a call between the customer and the operator, and the transmission unit is configured by the determination unit. When it is determined that the specific term is included in the content of a call between the customer and the operator, information on the specific term is transmitted to the terminal device during a call between the customer and the operator. To do.

  In the information processing apparatus, the transmission unit transmits information on the specific term to the terminal device so that the specific term is displayed on a display device of the terminal device. There may be.

  In the information processing apparatus, the transmission unit may specify the specific term so that the specific term and the non-specific term included in the content of a call between the customer and the operator are displayed on the terminal device in a different manner. The term information may be transmitted.

  In the information processing apparatus, the transmission unit may transmit the customer information to the terminal device so that the customer information is displayed on the terminal device. Good.

  The information processing apparatus may further include a customer-specific specific term storage unit that stores the specific term selected by the operator in the terminal device in association with the customer information. It may be.

  In the above information processing apparatus, the specific term corresponding to the customer information input to the input unit with reference to the input unit to which the customer information is input and the customer specific specific term storage unit And a search unit for searching for the content.

  Further, in the above information processing device, when the determination unit determines that the specific term is included in the content of a call between the customer and the operator, the transmission unit Information on the specific term may be transmitted to the long terminal device.

  Further, the specific term notification method for the information processing apparatus according to the present invention includes a transmission step of transmitting the content of a call between the customer and the operator to the terminal device of the operator during a call between the customer and the operator, and storing the specific term A determination step of determining whether or not the specific term is included in a call content between the customer and the operator with reference to the storage unit, and the transmission step includes the customer and the operator according to the determination step. When it is determined that the specific term is included in the content of the call, the information on the specific term is transmitted to the terminal device during the call between the customer and the operator.

  In addition, the program of the information processing apparatus according to the present invention includes a transmission step of transmitting the content of a call between the customer and the operator to the terminal device of the operator during a call between the customer and the operator, and a storage unit storing a specific term And determining whether or not the specific term is included in the content of a call between the customer and the operator, and causing the information processing apparatus to execute the transmission step. If the specific term is determined to be included in the content of the call between the operator and the operator, information on the specific term is transmitted to the terminal device during a call between the customer and the operator.

  The specific term notification system for notifying specific terms according to the present invention includes a terminal device used by an operator and a server, and the server includes the customer and the operator during a call between the customer and the operator. Whether or not the specific term is included in the content of the call between the customer and the operator with reference to the storage unit, the storage unit storing the specific term, and the storage unit. A determination unit configured to determine, and when the determination unit determines that the specific term is included in a call content between the customer and the operator, the transmission unit performs a call between the customer and the operator. The information of the specific term is transmitted to the terminal device.

  Further, the specific term notification method of the specific term notification system including a terminal device and a server used by the operator according to the present invention is such that the server is a call content between the customer and the operator during a call between the customer and the operator. Transmitting to the terminal device, and referring to a storage unit storing specific terms, and determining whether to determine whether or not the specific terms are included in the content of a call between the customer and the operator. In the transmission step, when it is determined in the determination step that the specific term is included in the content of the call between the customer and the operator, information on the specific term is transmitted during the call between the customer and the operator. It transmits to the said terminal device, It is characterized by the above-mentioned.

  In addition, the terminal device according to the present invention includes a call content receiving unit that receives a call content between the customer and the operator from an information processing device during a call between the customer and the operator, and a call between the customer and the operator. A specific term receiving unit that receives information on a specific term included in the content of a call between the customer and the operator from the information processing device, and the call content receiving unit received during a call between the customer and the operator A display unit configured to display on a display device the content of the call and information on the specific term received by the specific term reception unit.

  Problems, configurations, and effects other than those described above will be clarified by the following description of embodiments.

It is the figure which showed the structural example of the specific term notification system which concerns on one Embodiment of this invention. It is the figure which showed the example of a functional block of the information processing apparatus of FIG. It is the figure which showed the data structural example of customer master DB. It is the figure which showed the data structural example of audio | voice data DB. It is the figure which showed the data structural example of text data DB. It is the figure which showed the data structural example of the person in charge TB. It is the figure which showed the data structural example of NG word DB. It is the figure which showed the data structural example of the NG word log file. It is the figure which showed the example of a data structure of negotiation log | history DB. FIG. 3 is a diagram illustrating a hardware configuration example of the information processing apparatus in FIG. 2. 5 is a flowchart illustrating an example of data storage processing and text data transmission processing. It is the flowchart which showed the judgment processing example of NG word. It is the flowchart which showed the example of a search process of audio | voice data. It is the flowchart which showed the example of a search process of the NG word based on customer information. It is the figure which showed the example of a screen displayed on the display of a terminal device. It is the figure which showed the example of a screen of the full text display of the content of a call.

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

  FIG. 1 is a diagram showing a configuration example of a specific term notification system according to an embodiment of the present invention. As shown in FIG. 1, the specific term notification system includes an information processing apparatus 1, a call center 2, a telephone 3, a network 4, and a telephone network 5. The call center 2 includes terminal devices 2a and 2d, a telephone 2b, and an exchange 2c.

  The call center 2 is a business office or department that specializes in dealing with telephone calls to customers, and receives, for example, inquiries about products from customers. The terminal device 2a and the telephone 2b of the call center 2 are used by an operator of the call center 2, and the operator receives, for example, an inquiry about a product from a customer by the telephone 2b. The telephone 2b may be a headset in which headphones and a microphone are integrated. The terminal device 2d is a terminal device used by an operator's superior.

  The contents of the call between the operator and the customer are displayed in real time on the display of the terminal device 2a of the operator. As a result, the operator can make a call with the customer using the telephone 2b and, at the same time, check the content of the call on the terminal device 2a.

  Note that the content of the call between the operator and the customer is converted from voice data to text data by the information processing device 1 and displayed on the terminal device 2a as described below. Therefore, the content of the call displayed on the terminal device 2a is somewhat delayed from the actual call made between the customer and the operator. Therefore, it is assumed that “real time” used in this case includes some delay.

  The exchange 2 c is an extension exchange for the call center 2. For example, the exchange 2c connects a telephone call received from a customer to a telephone 2b that is on standby (not on a call).

  The telephone 3 is a telephone used by a customer. A customer can make an inquiry about a product by calling the call center 2 using the telephone 3, for example. Further, the telephone 3 can receive a telephone call from the telephone 2b of the call center 2, and can receive, for example, an explanation about a product from an operator. The telephone 3 is, for example, a fixed phone, a mobile phone, or a smart phone.

  The telephone network 5 is a communication network that enables mutual telephone communication. The telephone network 5 is, for example, a wired telephone network. Alternatively, the telephone network 5 may partially have a wireless communication network such as a mobile phone.

  The network 4 is, for example, the Internet or a LAN (Local Area Network). The information processing apparatus 1 and the call center 2 are connected via a network 4. In the example of FIG. 1, the information processing apparatus 1 is outside the call center 2, but may be in the call center 2.

  The information processing apparatus 1 is a server, for example. The information processing apparatus 1 is connected to the exchange 2c via the network 4, and receives the contents of the call between the operator and the customer as voice data from the exchange 2c.

  The information processing apparatus 1 includes a voice recognition engine and converts received voice data into text data. The information processing device 1 transmits the converted text data in real time to the terminal device 2a of the operator who is talking.

  Further, the information processing apparatus 1 determines in real time whether or not the operator's call content includes a specific term (hereinafter also referred to as NG word) that should not be used for the customer. When the operator's call content includes an NG word, the information processing device 1 transmits information on the NG word to the terminal device 2a in real time.

  Thereby, the operator can recognize whether or not the NG word is used during the call with the customer by looking at the display of the terminal device 2a.

  Note that when the operator's call content includes an NG word, the information processing apparatus 1 may transmit the information of the NG word to the superior terminal device 2d in real time. In this case, the superior of the operator can recognize that the operator has used the NG word to the customer.

  FIG. 1 does not exclude the configuration of a general call center 2. The information processing apparatus 1 has various functions in addition to displaying the NG word on the terminal device 2a of the operator, which will be described in detail below.

  FIG. 2 is a diagram illustrating an example of functional blocks of the information processing apparatus of FIG. As illustrated in FIG. 2, the information processing apparatus 1 includes an audio text unit 11, an association unit 12, a transmission unit 13, a determination unit 14, an input unit 15, a search unit 16, and a log file generation unit 17. And a negotiation history generation unit 18. Further, the information processing apparatus 1 includes a customer master DB (DB: Data Base) 21, a voice data DB 22, a text data DB 23, a person in charge TB (TB: Table) 24, an NG word DB 25, and an NG word log file. 26 and a negotiation history DB 27.

  The voice text unit 11 receives the contents of the call between the customer and the operator as voice data from the exchange 2c of the call center 2. The voice text unit 11 includes a voice recognition engine, and converts received voice data into text data.

  The associating unit 12 performs an associating process to be described later on the voice data received by the voice text unit 11 and stores it in the voice data DB 22. Further, the associating unit 12 performs an associating process, which will be described later, on the text data converted by the voice text unit 11 and stores the data in the text data DB 23.

  The transmission unit 13 transmits data stored in each DB or predetermined data to the terminal device 2a. The transmission unit 13 transmits data stored in each DB or predetermined data to the upper terminal device 2d.

  The determination unit 14 determines whether or not the operator's call content includes an NG word with reference to the NG word DB 25. The NG word is, for example, a prohibited term that an operator must not use for a customer, and is stored in advance in the NG word DB 25.

  The input unit 15 receives conditions such as an NG word that the operator or the senior manager wants to search from the terminal device 2a or the senior terminal device 2d of the operator.

  For example, it is assumed that an operator or a senior manager wants to hear the contents of a past call with a customer using voice data. In this case, the terminal device 2a or the terminal device 2d receives, for example, the date of voice data desired to be heard in the past as a search condition from the operator or the superior, and transmits the received search condition to the input unit 15. The input unit 15 receives the search condition transmitted from the terminal device 2a or the terminal device 2d.

  Note that the input unit 15 may receive the search condition from the terminal devices 2a and 2d directly from the operator or an upper manager via, for example, a keyboard provided in the information processing device 1.

  The search unit 16 refers to a predetermined DB based on the search conditions received by the input unit 15 and acquires corresponding information.

  The log file generation unit 17 receives the NG word used by the operator for the customer from the operator's terminal device 2a. The log file generation unit 17 stores the received NG word and the customer who uses the NG word in the NG word log file 26 in association with each other.

  The negotiation history generation unit 18 receives the contents negotiated by the operator with the customer from the operator's terminal device 2a. The negotiation history generation unit 18 stores the negotiation contents received from the operator's terminal device 2a in the negotiation history DB 27.

  Hereinafter, data configuration examples of the customer master DB 21, the voice data DB 22, the text data DB 23, the person in charge TB 24, the NG word DB 25, the NG word log file 26, and the negotiation history DB 27 in FIG. 2 will be described.

  FIG. 3 is a diagram illustrating a data configuration example of the customer master DB. The customer master DB 21 is created, for example, when a customer calls the call center 2 for the first time. Alternatively, it is created when a customer purchases a product or the like at a store or the like related to the call center 2, for example.

  The “member number” column stores a unique member number 21a assigned to the customer. The membership number 21a is given, for example, when customer information is registered in the customer master DB 21 for the first time.

  The "Gender", "Reading", "Member Name" and "Birth Date" fields store the customer's gender, reading, name and date of birth. Is done. “Member Address”, “Member Address”, “Supplement Address”, “Home Phone”, “Mobile Phone”, “Work”, and “Company” The column of “telephone” stores the customer's address, work place, and telephone number.

  The “Product Information” column includes the “Product Code” column, the “Product Name” column, the “Contract Date” column, the “Responsible Store” column, the “Contact Person” column, and the “Contract” column. Column. Each column stores, for example, information about products purchased by customers. In the “transaction information” column, transaction information relating to the customer's products and the like is stored.

  FIG. 4 is a diagram illustrating a data configuration example of the audio data DB. As described above, the voice text unit 11 receives the contents of the call between the customer and the operator as voice data from the exchange 2c of the call center 2. The voice data received by the voice text unit 11 is subjected to an association process by the association unit 12 (the association process will be described later) and stored in the voice data DB 22.

  The “membership number” field of the voice data DB 22 stores the membership number of the customer who is talking to the operator. The “person in charge ID” column stores the person in charge ID of the operator who is talking to the customer. In the “call start date and time” column, the date and time when the customer and the operator started the call is stored. The date and time when the customer and the operator ended the call are stored in the “call end date and time” column. In the “voice data” column, the voice data 22a associated with the association unit 12 is stored (the association process will be described later).

  FIG. 5 is a diagram showing a data configuration example of the text data DB. As described above, the voice text unit 11 converts the voice data received from the exchange 2c of the call center 2 into text data. The text data converted by the voice text unit 11 is subjected to an association process by the association unit 12 (the association process will be described later) and stored in the text data DB 23.

  The “membership number” column of the text data DB 23 stores the membership number of the customer who is talking to the operator. The “person in charge ID” column stores the person in charge ID of the operator who is talking to the customer. In the “call start date and time” column, the date and time when the customer and the operator started the call is stored. The date and time when the customer and the operator ended the call are stored in the “call end date and time” column. In the “text data” column, text data that has been associated by the associating unit 12 is stored. The association processing will be described later. For example, the association processing unit 12 associates the operator information with the portion of the text data spoken by the operator, and associates the customer information with the portion of the text data spoken by the customer.

  FIG. 6 is a diagram illustrating a data configuration example of the person in charge TB. The person in charge TB24 shown in FIG. 6 stores operator information. For example, when the new operator is assigned to the call center 2, the person in charge TB24 adds the new operator information, and when the existing operator leaves the call center 2, the existing operator information is deleted. Is done.

  In the column of “person in charge ID”, a person in charge ID 24 a (for example, a unique identifier) assigned to the operator is stored. The “gender” column, the “phonetic” column, and the “person in charge name” column store the gender, phonetic, and name of the operator. The “personal telephone number” column stores the telephone number of the telephone 2b used by the operator. In the “upper information” column, information on the upper length of the operator is stored. For example, information specifying the upper terminal device 2d is stored in the “upper information” column.

  FIG. 7 is a diagram showing a data configuration example of the NG word DB. As shown in FIG. 7, the NG word DB 25 has a “number” column and an “NG word” column. In the “number” column, a number assigned to the NG word is stored. In the “NG word” column, NG words that the operator should not use for the customer are stored. The NG word is stored in advance in the NG word DB 25, but is added, deleted, or modified as necessary.

  FIG. 8 is a diagram showing a data configuration example of the NG word log file. As described above, the log file generation unit 17 receives the NG word used by the operator for the customer from the operator's terminal device 2a. The log file generation unit 17 stores the received NG word and the customer using the NG word in the NG word log file 26 in association with each other.

  Customers whose NG word is used by the operator in the "Member number", "Gender", "Reading", "Member name" and "Birth date" fields Is entered. As the information in each column, for example, the information in the corresponding column of the customer master DB 21 is copied.

  The “NG word” column stores the NG word used by the operator for the customer having the member number stored in the “member number” column. As will be described later, the NG word stored in the “NG word” column is selected by the operator.

  FIG. 9 is a diagram illustrating a data configuration example of the negotiation history DB. Information stored in each column of the negotiation history DB 27 is input from the terminal device 2a, for example, while the operator is talking with a customer. Alternatively, the operator ends the call with the customer and inputs from the terminal device 2a. The negotiation history information input to the terminal device 2a is transmitted to the negotiation history generation unit 18, and the negotiation history generation unit 18 stores the received negotiation history information in each column of the negotiation history DB 27.

  In the “membership number” column, the membership number assigned to the customer is stored. In the “call start date and time” column, the date and time when the customer started a call with the operator is stored. The identifier of the operator who has made a call with the customer is stored in the “person in charge ID” column. The “summary” column stores an outline of the contents of the call between the customer and the operator. In the “content” column, the contents of the call (negotiation contents) between the customer and the operator are stored.

  Next, a hardware configuration example for realizing the functions of the functional block example shown in FIG. 2 will be described.

  FIG. 10 is a diagram illustrating a hardware configuration example of the information processing apparatus of FIG. 2 includes, for example, a CPU (Central Processing Unit) 31, a memory 32, an auxiliary storage device 33 such as an HDD (Hard Disk Drive), a communication line, and the like. A communication interface (I / F) 34 for connection, an input device 35 such as a mouse, keyboard, touch sensor and touch panel, a display device 36 such as a liquid crystal display, and a portable memory such as a DVD (Digital Versatile Disk). This can be realized by a computer 30 including a media I / F 37 that reads and writes information from and on a medium.

  Each unit illustrated in FIG. 2 can be realized, for example, by loading a predetermined program stored in the auxiliary storage device 33 into the memory 32 and executing it by the CPU 31. Each DB, TB, and log file shown in FIG. 2 can be realized by the CPU 31 using the memory 32 or the auxiliary storage device 33, for example.

  The predetermined program may be downloaded from the network to the auxiliary storage device 33 via the communication I / F 34, and then loaded onto the memory 32 and executed by the CPU 31. Alternatively, it may be loaded directly from the network onto the memory 32 via the communication I / F 34 and executed by the CPU 31. Further, the computer 30 may load the predetermined program from the storage medium set in the media I / F 37 onto the auxiliary storage device 33 or the memory 32.

  The configuration of the information processing apparatus 1 shown in FIG. 2 and FIG. 10 is classified according to main processing contents in order to facilitate understanding. The present invention is not limited by the way of classification and names of the constituent elements. For example, the configuration of the information processing apparatus 1 can be classified into more components depending on the processing content. Moreover, it can also classify | categorize so that one component may perform more processes. The processing of each component may be executed by one hardware, or may be executed by a plurality of hardware. Further, the processing of each component may be realized by one program or may be realized by a plurality of programs.

  Further, at least a part or all of the above processing functions can be realized by an electronic circuit such as a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device).

  The terminal devices 2a and 2d can also be realized by the computer 30.

  Data storage processing and text data transmission processing between the voice data DB 22 and the text data DB 23 will be described with reference to flowcharts.

  FIG. 11 is a flowchart showing an example of data storage processing and text data transmission processing. In the flowchart shown in FIG. 11, for example, the process is started when a call between a customer and an operator starts. The flowchart of FIG. 11 is repeatedly executed until the call between the customer and the operator ends, for example.

  The voice text unit 11 receives the content of the call between the customer and the operator as voice data from the exchange 2c of the call center 2 (step S1).

  Next, the voice text unit 11 converts the received voice data into text data (step S2).

  Next, the associating unit 12 performs an associating process on the audio data received by the audio text unit 11 (step S3). The associating unit 12 recognizes which part of the voice data is the part spoken by the customer and which part of the voice data is the part spoken by the operator. Then, the associating unit 12 refers to the customer master DB 21 and the person in charge TB 24 to obtain information on the customer and the operator who are talking, and for the portion of the voice data spoken by the customer, The information is associated, and the acquired operator information is associated with the portion of the voice data spoken by the operator.

  For example, when the exchange 2c has received the customer's telephone number, the associating unit 12 refers to the customer master DB 21 based on the telephone number received by the exchange 2c and acquires the member number 21a of the customer who made the call. To do. Then, the associating unit 12 associates the acquired customer member number 21a with the portion of the voice data spoken by the customer. On the other hand, when the exchange 2c has not received the customer's telephone number, the associating unit 12 displays, for example, a screen that prompts the operator to input information about the customer of the other party on the display of the terminal device 2a of the operator. For example, the associating unit 12 displays on the display of the terminal device 2a so as to input the name of the customer of the other party. The associating unit 12 receives the customer information input by the operator from the terminal device 2a, refers to the customer master DB 21 based on the received customer information, and acquires the customer membership number 21a. Then, the associating unit 12 associates the acquired customer member number 21a with the portion of the voice data spoken by the customer.

  Further, the associating unit 12 associates the person-in-charge ID 24a of the operator with the portion of the voice data spoken by the operator. For example, the associating unit 12 refers to the person in charge TB 24 based on the telephone number of the telephone 2b with which the person in charge is talking, and acquires the person in charge ID 24a. Then, the associating unit 12 associates the acquired person-in-charge ID 24a with the portion spoken by the operator of the voice data.

  The associating unit 12 performs the same associating process on the text data converted by the speech text unit 11 in the same manner as the above speech data.

  When the member number 21a of the customer who is calling is not stored in the customer master DB 21, the associating unit 12 performs the association process after the member number 21a of the customer who is calling is stored in the customer master DB 21. For example, when a customer who is making a call calls the call center 2 for the first time, the customer information may not be registered in the customer master DB 21. In this case, when the member number 21a is given to the customer and stored in the “member number” column of the customer master DB 21, the associating unit 12 performs an associating process.

  In the above description, the case where the customer calls the operator of the call center 2 has been described, but the same applies to the case where the operator calls the customer. For example, the associating unit 12 can acquire the customer's membership number 21a by acquiring the telephone number of the telephone call made by the operator from the switch 2c. Then, the associating unit 12 can associate the acquired customer member number 21a with the portion of the voice data spoken by the customer. The part spoken by the operator of the voice data is the same as described above.

  Next, the associating unit 12 stores the associated audio data in the audio data DB 22 (step S4). Further, the associating unit 12 stores the text data subjected to the associating process in the text data DB 23 (step S4).

  Next, the transmission part 13 transmits the text data memorize | stored in text data DB23 to an operator's terminal device 2a (step S5).

  As described above, the voice data and text data, which are the contents of the call between the customer and the operator, are stored in real time in the voice data 22 and the text data DB 23. The text data stored in the text data DB 23 is transmitted to the operator's terminal device 2a in real time by the transmission unit 13, and the terminal device 2a displays the text data transmitted from the transmission unit 13 on the display. Thereby, the operator can recognize the content of the call with the customer in real time.

  As will be described in the next flowchart, when the text data includes an NG word, the transmission unit 13 transmits information on the NG word to the operator's terminal device 2a in real time. And the terminal device 2a displays the information of the NG word transmitted from the transmission part 13 on a display. Thereby, the operator can recognize the NG word used with respect to the customer in real time.

  The text data is displayed on a screen as shown in FIGS. 15 and 16, for example, as will be described later.

  The NG word determination process will be described with reference to a flowchart.

  FIG. 12 is a flowchart showing an example of NG word determination processing. In the flowchart shown in FIG. 12, for example, the process is started when the text data 23a is stored in the text data DB 23. The flowchart in FIG. 12 is repeatedly executed, for example, until the call between the customer and the operator ends.

  The determination unit 14 refers to the text data 23a stored in the text data DB 23, and determines whether or not the current speaker is an operator in a call between the customer and the operator (step S11). For example, the determination unit 14 can determine whether or not the current speaker is an operator by referring to the person-in-charge ID 24a associated with the text data 23a.

  If the determination unit 14 determines that the speaker is not an operator (no in step S11), the process of the flowchart ends. That is, when the determination unit 14 determines that the current speaker is a customer, the process of this flowchart ends. On the other hand, when the determination unit 14 determines that the speaker is an operator (yes in step S11), the determination unit 14 proceeds to the process of step S12.

  Next, the determination unit 14 refers to the NG word DB 25 to determine whether the content spoken by the operator includes an NG word (step S12). That is, the determination unit 14 refers to the NG word DB 25 and determines whether the operator part of the text data 23a stored in the text data DB 23 (the part associated with the operator ID 24a of the operator) includes an NG word. To do.

  When the operator part of the text data 23a stored in the text data DB 23 does not include the NG word registered in the NG word DB 25 (in the case of no in step S12), the determination unit 14 ends the processing of this flowchart. To do. On the other hand, when the NG word registered in the NG word DB 25 is included in the operator part of the text data 23a stored in the text data DB 23 (if yes in step S12), the determination unit 14 determines the NG word information. (For example, the text itself of the NG word) is acquired, and the process proceeds to step S13.

  Next, the determination unit 14 refers to the person in charge TB24, and acquires the superior information of the operator's superior (step S13). For example, the determination unit 14 refers to the person in charge TB 24 based on the person in charge ID 24 a associated with the text data 23 a and acquires the superior information.

  Next, the transmission part 13 transmits the information of a NG word to the operator's terminal device 2a (step S14). Thereby, the terminal device 2a can display the NG word on the display in real time, and the operator can recognize whether or not the NG word is used during a call with the customer. The NG word is displayed on a screen as shown in FIGS. 15 and 16, for example, as will be described later.

  In addition, the transmission unit 13 transmits NG word information to the upper terminal device 2d (step S14). The transmission unit 13 can transmit NG word information to the upper terminal device 2d based on the upper information acquired in step S13. Thereby, the terminal device 2d can display the NG word on the display in real time, and the upper manager can recognize whether the operator used the NG word during a call with the customer.

  The voice data search process will be described with reference to a flowchart.

  FIG. 13 is a flowchart showing an example of a search process for audio data. The operator or supervisor may want to hear, for example, the operator's response to past customers by voice. In such a case, the information processing apparatus 1 can search the past audio data 22a based on the flowchart of FIG. In the flowchart of FIG. 13, for example, the processing is executed when the terminal device 2 a or the terminal device 2 d receives a search condition from an operator or a senior manager.

  The input unit 15 receives a search condition from the terminal device 2a or the terminal device 2d. For example, the input unit 15 receives, from the terminal device 2a or the terminal device 2d, an NG word to be searched or a date and time when a call is made with a customer (step S21).

  Next, the search unit 16 refers to the text data DB 23 and searches for text data corresponding to the search condition received from the terminal device 2a or the terminal device 2d (step S22). For example, the search unit 16 searches whether or not a predetermined NG word is included in the text data 23a of a predetermined date and time in the text data DB 23.

  When the text data corresponding to the search condition exists in the text data DB 23, that is, when there is a search result that matches the search condition (yes in step S22), the search unit 16 proceeds to the process of step S23. On the other hand, if the data corresponding to the search condition does not exist in the text data DB 23, that is, if there is no search result that matches the search condition (no in step S22), the search unit 16 ends the search process.

  If the data corresponding to the search condition does not exist in the text data DB 23 (no in step S22), the search unit 16 transmits information to that effect to the terminal device 2a or the terminal device 2d, and performs the process in step S21. You may migrate. That is, the search unit 16 may receive another search condition from the terminal device 2a or the terminal device 2d.

  Next, the search unit 16 transmits the search result to the terminal device 2a or the terminal device 2d (step S23). The terminal device 2a or the terminal device 2d displays the search result received from the search unit 16 on the display. For example, the terminal device 2a or the terminal device 2d displays the search result of the text data 23a of a predetermined date and time including a predetermined NG word on the display. Note that there may be one or more search results. When there are a plurality of search results, a list of search results is displayed on the display of the terminal device 2a or the terminal device 2d.

  Next, the search unit 16 receives a search result designation from the terminal device 2a or the terminal device 2d (step S24). For example, the terminal device 2a or the terminal device 2d receives one search result from the search results listed on the display from the operator or the senior manager (receives designation of one search result). The terminal device 2a or the terminal device 2d transmits the search result specified by the operator or the senior manager to the search unit 16, and the search unit 16 receives the search result specified by the operator or the senior manager.

  Next, the search unit 16 acquires the voice data 22a corresponding to the received search result (text data) with reference to the voice data DB 22, and transmits the voice data 22a to the terminal device 2a or the terminal device 2d (step S25).

  Thereby, the terminal device 2a or the terminal device 2d can reproduce the received voice data 22a, and the operator or the supervisor can listen to the voice data 22a of the designated search result.

  Next, the search unit 16 determines whether another search result is specified from the terminal device 2a or the terminal device 2d (step S26). For example, when another search result is designated by the operator or the senior manager from the search results displayed in the list on the display of the terminal device 2a or the terminal device 2d, the search unit 16 proceeds to the process of step S24. . As a result, the operator or the supervisor can hear the voice data of another search result. On the other hand, the search part 16 complete | finishes the process of this flowchart, for example, when another search result is not designated. For example, when the “end search” button displayed on the display of the terminal device 2a or the terminal device 2d is clicked by the operator or a senior manager, the search unit 16 ends the processing of this flowchart.

  An NG word search process based on customer information will be described with reference to a flowchart.

  FIG. 14 is a flowchart showing an example of NG word search processing based on customer information. The operator or supervisor may want to analyze the relationship between the customer and the NG word. For example, an operator or supervisor may want to analyze NG words by customer age or analyze NG words by gender. In such a case, the information processing apparatus 1 can search for NG words based on customer information based on the flowchart of FIG. In the flowchart of FIG. 14, the processing is executed when the terminal device 2 a or the terminal device 2 d receives information about the customer from the operator or the senior manager.

  The input unit 15 receives information related to the customer from the terminal device 2a or the terminal device 2d (step S31). For example, the input unit 15 receives the age and sex of the customer from the terminal device 2a or the terminal device 2d.

  Next, the search unit 16 refers to the NG word log file 26 based on the customer information received by the input unit 15, and searches for an NG word corresponding to the customer information (step S32). For example, it is assumed that the sex “male” is input to the input unit 15. In this case, the search unit 16 refers to the NG word log file 26 and searches for an NG word of a customer corresponding to “male”.

  If the search unit 16 can search for an NG word corresponding to the customer information (yes in step S32), the search unit 16 proceeds to the process of step S33. On the other hand, if the search unit 16 cannot search for an NG word corresponding to the customer information (no in step S32), the process of this flowchart ends. In addition, the search part 16 may transfer to the process of step S31, when the NG word corresponding to customer information cannot be searched (it is no at step S32). That is, the input unit 15 may receive customer information again from the terminal device 2a or the terminal device 2d, and the search unit 16 may search for a corresponding NG word again.

  The search unit 16 transmits the search result to the terminal device 2a or the terminal device 2d (step S33). Thereby, the NG word based on the customer information is displayed on the display of the terminal device 2a or the terminal device 2d.

  An example of a screen displayed on the operator's terminal device 2a will be described.

  FIG. 15 is a diagram illustrating an example of a screen displayed on the display of the terminal device. As shown in FIG. 15, a screen 51 is displayed on the display of the terminal device 2a. In the example of the screen 51, customer information of the customer “Hitachi Ichiro” is displayed. The screen 51 is displayed, for example, when the customer's telephone 3 is connected to the operator's telephone 2b.

  Customer information can be displayed based on the customer master DB 21. For example, when the customer and the operator start a call, the transmission unit 13 refers to the customer master DB 21 based on the customer's telephone number and acquires customer information. And the transmission part 13 transmits the acquired customer information to the terminal device 2a, and the terminal device 2a displays the received customer information on a display. For example, the customer information transmitted from the transmission unit 13 is displayed as shown in the customer information 51 a on the screen 51.

  Further, as shown in the latest negotiation history 51b, the latest negotiation history of the customer is displayed on the screen 51. The customer negotiation history is stored in the negotiation history DB 27 of the information processing apparatus 1, and the transmission unit 13 refers to the negotiation history DB 27 to acquire the latest negotiation history of the customer who is talking and transmits it to the terminal device 2a. . Then, the terminal device 2a displays the received latest negotiation history on the display.

  In the display column 51c of the screen 51, NG words used in the past for the customer displayed on the screen 51 are displayed.

  The past NG word is transmitted by the transmission unit 13 of the information processing apparatus 1. For example, when the transmitting unit 13 specifies a customer who has called the call center 2, the transmitting unit 13 refers to the NG word log file 26 and acquires NG words used in the past for the calling customer. The transmission unit 13 transmits the acquired NG word to the terminal device 2a, and the terminal device 2a displays the received past NG word in the display column 51c. The transmission unit 13 can specify the customer from the telephone number or the like that the customer has called.

  In the display column 51d of the screen 51, the call contents between the customer and the operator are displayed in real time. For example, the transmission unit 13 refers to the text data DB 23, acquires the contents of the call between the customer and the operator line by line in real time, and transmits them to the terminal device 2a. The contents of the call transmitted from the transmission unit 13 are displayed line by line in the display column 51d and are updated sequentially.

  In addition, when the determination unit 14 determines that the call content between the customer and the operator includes an NG word, the transmission unit 13 of the information processing apparatus 1 transmits information on the NG word to the terminal device 2a.

  For example, the transmission unit 13 transmits the information of the NG word so that the NG word included in the call content and the non-NG word (words other than the NG word) are displayed in different modes on the display of the terminal device 2a. To do. Specifically, the transmission unit 13 transmits the text data of the NG word and the color information of the NG word to the terminal device 2a so that the NG word is displayed in a color different from that of the non-NG word. When the received NG word is included in the content of the call between the customer and the operator, the terminal device 2a displays the NG word with the color of the received color information. Or the transmission part 13 may transmit only the text data of NG word to the terminal device 2a. When the received NG word is included in the content of the call between the customer and the operator, the terminal device 2a displays the NG word with a color different from that of the non-NG word. Alternatively, when the content of the call between the customer and the operator is transmitted to the terminal device 2a, the transmission unit 13 adds the color information different from the non-NG word to the NG word included in the content of the call and transmits it. Also good. The terminal device 2a may display the received call content data as it is.

  When the button 51e displayed as “full text display” is clicked, the display of the terminal device 2a transitions to a screen displaying all the contents of the call.

  FIG. 16 is a diagram showing an example of a screen for displaying the full text of the call contents. In the display column 52a of the screen 52 shown in FIG. 16, the contents of the call between the customer and the operator are displayed in full text. The display content of the display field 52a is sequentially updated according to the content of the call between the customer and the operator. The operator can also see all past call contents by moving the scroll bar shown at the right end of the display field 52a up and down.

  When the button 52b displayed as “content selection” is clicked, the terminal device 2a accepts the selection of the text displayed in the display field 52a from the operator. For example, when the button 52b is clicked, the terminal device 2a accepts the operator's drag operation and enables selection of the text displayed in the display field 52a.

  When the button 52c displayed as “NG registration” is clicked, the terminal device 2a transmits the text selected by the operator to the log file generation unit 17 of the information processing device 1 as an NG word. When receiving the NG word from the terminal device 2a, the log file generating unit 17 of the information processing device 1 stores it in the NG word log file 26.

  The reason why the NG word selected by the operator is stored in the NG word log file 26 is that the word displayed as the NG word in the display field 52a may not be the NG word.

  For example, there is a case where a non-NG word included in the content of a call is converted with an incorrect kanji. More specifically, the “square” character displayed in the display field 52a of FIG. 16 was originally a non-NG word hiragana that should not be converted to Kanji, but was converted to Kanji by text data conversion. In some cases, the kanji character corresponds to the NG word. In this case, the “square” character should not be registered in the NG word log file 26 as an NG word. As described above, the information processing apparatus 1 registers the NG word selected by the operator in the NG word log file 26 so that an appropriate NG word is registered in the NG word log file 26.

  When the button 52d displayed as “history registration” is clicked, the terminal device 2a transmits the text selected by the operator to the negotiation history generation unit 18 as the negotiation history content. The negotiation history generation unit 18 of the information processing apparatus 1 stores the received negotiation history information in the “content” column of the negotiation history DB 27 described with reference to FIG. In other words, the information processing apparatus 1 can easily store the contents of the negotiation history with the customer by the operator's selection act.

  When the button 52e displayed as “Close” is clicked, the terminal device 2a closes the screen 52. And the display of the terminal device 2a changes to the screen 51 shown in FIG.

  In this way, the information processing device 1 transmits the content of the call between the customer and the operator to the operator's terminal device 2a during the call between the customer and the operator, and refers to the NG word DB 25 that stores the NG word. Whether or not the NG word is included in the content of the call with the operator. When the information processing apparatus 1 determines that the content of the call between the customer and the operator includes an NG word, the information processing apparatus 1 transmits information on the NG word to the terminal device 2a. As a result, the operator can recognize whether or not the NG word has been used during a call with the customer. Moreover, the operator can provide an appropriate service by recognizing the NG word.

  In addition, the information processing device 1 transmits information on the NG word so that the NG word and the non-NG word included in the content of the call between the customer and the operator are displayed on the terminal device 2a in different modes. Thus, the operator can easily recognize whether or not the NG word is used during a call with the customer.

  Further, the information processing apparatus 1 transmits the customer information to the terminal device 2a so that the customer information is displayed on the terminal device 2a. As a result, the operator can recognize the NG word and can respond to the customer.

  Further, the information processing apparatus 1 stores the NG word selected by the operator in the terminal device 2a and the customer information in the NG word log file 26 in association with each other. Thereby, an appropriate NG word can be stored in the NG word log file 26.

  Further, the information processing apparatus 1 refers to the NG word log file 26 and searches for NG words related to customer information. As a result, the operator or the senior manager can analyze the relationship between the customer and the NG word.

  Further, when the information processing apparatus 1 determines that the content of the call between the customer and the operator includes the NG word, the information processing apparatus 1 transmits the information of the NG word to the upper long terminal device of the operator. Thereby, the information processing apparatus 1 can be connected to internal control of the call center 2 and compliance with the operator.

  The processing units of the flowcharts shown in FIGS. 11 to 14 are divided according to main processing contents in order to facilitate understanding of the processing of the information processing apparatus 1. The present invention is not limited by the way of dividing the processing unit or the name. The processing of the information processing apparatus 1 can be divided into more processing units according to the processing content. Moreover, it can also divide | segment so that one process unit may contain many processes. Further, the processing order of the above flowchart is not limited to the illustrated example.

  In addition, any other component or process may be added to the present case. Many alternatives, modifications, and variations will be apparent to those skilled in the art.

  For example, in the flowcharts of FIGS. 13 and 14, the terminal device 2 a or the terminal device 2 d accepts the search condition and the input unit 15 receives the search condition. However, the input unit 15 receives, for example, information from the operator or the senior manager. You may receive search conditions etc. from the keyboard etc. with which the processing apparatus 1 is provided.

  Further, when transmitting information such as characters to be displayed on the screens 51 and 52 to the terminal device 2a, the transmission unit 13 transmits, for example, display format information indicating how the information is displayed to the terminal device 2a. Also good. Thereby, the terminal device 2a displays the information received from the transmission unit 13 on the display according to the display format information received from the transmission unit 13.

  Also, the terminal devices 2a and 2d have the same hardware configuration as that of FIG. Then, the terminal devices 2a and 2d have a hardware configuration shown in FIG. 10, a reception unit that receives information from the information processing device 1, a transmission unit that transmits information to the information processing device 1, and a display that displays the information. And a display unit for receiving information from an operator or a superior.

  For example, the terminal devices 2 a and 2 d include a call content receiving unit that receives a call content between the customer and the operator from the information processing device 1 during a call between the customer and the operator. The terminal devices 2a and 2b include a specific term receiving unit that receives, from the information processing device 1, an NG word included in the content of a call between the customer and the operator during a call between the customer and the operator. In addition, the terminal devices 2a and 2b include a display unit that displays a call content received by the call content receiving unit and a specific term received by the specific term receiving unit on a display during a call between the customer and the operator. The terminal devices 2a and 2d include an input unit that receives, for example, clicks on buttons displayed on the screen and information input from the keyboard from an operator or an upper manager.

1: Information processing device, 2: Call center, 2a, 2d: Terminal device, 2b, 3: Telephone, 2c: Switch, 4: Network, 5: Telephone network, 11: Voice text section, 12: Association section, 13: Transmission Part: 14: determination part, 15: input part, 16: search part, 17: log file generation part, 18: negotiation history generation part, 21: customer master DB, 21a: member number, 22: voice data DB, 22a: Audio data, 23: Text data DB, 23a: Text data, 24: Person in charge TB, 24a: Person in charge ID, 25: NG word DB, 26: NG word log file, 27: Negotiation history DB, 31: CPU, 32 : RAM, 33: HDD, 34: Graphic processing device, 35: Input interface, 36: Communication interface, 37: Display, 38: Keyboard, 9: Mouse, 51, 52: Screen, 51a: customer information, 51b: recent negotiation history, 51c, 51d, 52a: display column, 51c, 52B～52e: Button

Claims (12)

A transmission unit for transmitting the content of a call between the customer and the operator to the terminal device of the operator during a call between the customer and the operator;
A storage unit storing specific terms;
A determination unit that refers to the storage unit and determines whether the specific term is included in the content of a call between the customer and the operator;
When the determination unit determines that the specific term is included in the content of a call between the customer and the operator, the transmission unit transmits the information on the specific term during the call between the customer and the operator. An information processing apparatus that transmits to a terminal device. The information processing apparatus according to claim 1,
The transmission unit transmits information on the specific term to the terminal device such that the specific term is displayed on a display device of the terminal device. An information processing apparatus according to claim 2,
The transmission unit transmits the information of the specific term so that the specific term and the non-specific term included in the content of the call between the customer and the operator are displayed on the terminal device in a different manner. Information processing apparatus. The information processing apparatus according to any one of claims 1 to 3,
The information processing apparatus, wherein the transmission unit transmits the customer information to the terminal device so that the customer information is displayed on the terminal device. An information processing apparatus according to any one of claims 1 to 4,
An information processing apparatus, further comprising: a customer correspondence specific term storage unit that stores the specific term selected by the operator in the terminal device and the customer information in association with each other. The information processing apparatus according to claim 5,
An input unit for inputting the customer information;
A search unit for referring to the customer specific term storage unit and searching for the specific term corresponding to the customer information input to the input unit;
An information processing apparatus further comprising: The information processing apparatus according to any one of claims 1 to 6,
When the determination unit determines that the specific term is included in the content of a call between the customer and the operator, the transmission unit transmits the information on the specific term to an upper long terminal device of the operator. An information processing apparatus characterized by transmitting. A specific term notification method for an information processing device,
A transmission step of transmitting the content of a call between the customer and the operator during a call between the customer and the operator to the terminal device of the operator;
Determining whether or not the specific term is included in the content of a call between the customer and the operator with reference to the storage unit storing the specific term;
In the transmission step, when it is determined in the determination step that the specific term is included in the content of a call between the customer and the operator, information on the specific term is transmitted during the call between the customer and the operator. A specific term notification method characterized by transmitting to a terminal device. An information processing apparatus program,
The program is
A transmission step of transmitting the content of a call between the customer and the operator during a call between the customer and the operator to the terminal device of the operator;
Determining whether or not the specific term is included in the content of a call between the customer and the operator with reference to the storage unit storing the specific term;
Is executed by the information processing apparatus,
In the transmission step, when it is determined in the determination step that the specific term is included in the content of a call between the customer and the operator, information on the specific term is transmitted during the call between the customer and the operator. A program characterized by being transmitted to a terminal device. A specific term notification system for notifying specific terms,
A terminal device used by the operator;
A server, and
The server
A transmitter that transmits the content of a call between the customer and the operator to the terminal device during a call between the customer and the operator;
A storage unit storing specific terms;
A determination unit that refers to the storage unit and determines whether the specific term is included in the content of a call between the customer and the operator;
When the determination unit determines that the specific term is included in the content of a call between the customer and the operator, the transmission unit transmits the information on the specific term during the call between the customer and the operator. A specific term notification system, characterized by being transmitted to a terminal device. A specific term notification method of a specific term notification system comprising a terminal device and a server used by an operator,
The server
A transmission step of transmitting the content of a call between the customer and the operator to the terminal device during a call between the customer and the operator;
Performing a determination step of determining whether or not the specific term is included in the content of a call between the customer and the operator with reference to a storage unit storing the specific term;
In the transmission step, when it is determined in the determination step that the specific term is included in the content of a call between the customer and the operator, information on the specific term is transmitted during the call between the customer and the operator. A specific term notification method characterized by transmitting to a terminal device. A call content receiving unit for receiving a call content between the customer and the operator from an information processing device during a call between the customer and the operator;
A specific term receiving unit that receives, from the information processing apparatus, information on specific terms included in the content of a call between the customer and the operator during a call between the customer and the operator;
A display unit that displays on the display device the content of the call received by the call content receiver during a call between the customer and the operator and information on the specific term received by the specific term receiver;
A terminal device comprising:

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