JP2016085697A5

JP2016085697A5 -

Info

Publication number: JP2016085697A5
Application number: JP2014219826A
Authority: JP
Filing date: 2014-10-29
Publication date: 2017-08-03
Anticipated expiration: 2034-10-29

Claims

A compliance check system that checks whether the sales representatives are compliant with each utterance made to the customer,
A text analysis unit that performs natural language analysis processing including morphological analysis and outputs as analyzed text data to text data obtained by converting the content of each utterance of the sales representative into text by speech recognition technology;
Wherein for each utterance in said parsed text data according to each utterance, summarized in blocks of one or more utterances of successive according to predetermined criteria, at each block requires matters to be described to the customer A determination unit for determining whether or not the content of the first text data defined in advance is described;
The analyzed text data related to each utterance is subject to the target text in the target utterance when there is a match with the second text data defined in advance as the content of the prohibited expression that should not be described to the customer. And a keyword matching unit that determines that the prohibited expression is described.

The compliance check system according to claim 1,
The text analysis unit, when the synonym defined in the synonym definition information that predefines the correspondence between the synonym and the standard expression for the synonym is included in the analyzed text data, A compliance check system that replaces the synonym in text data with the corresponding standard expression.

The compliance check system according to claim 1 or 2,
The determination unit is a compliance check system that determines a type of each utterance of the sales representative based on a predetermined utterance type determination rule set in advance based on the analyzed text data .

In the compliance check system according to any one of claims 1 to 3,
When the determination unit determines that the content of the first text data is explained in the block, the determination unit assigns and records the category of the necessary items to the block.

In the compliance check system according to any one of claims 1 to 4 ,
The second text data is defined as a parameter for an expression that is concrete contents at the time of utterance or a specific expression that is a word that should not be described,
The keyword matching unit is a compliance check system in which a unique expression included in the analyzed text data is extracted and parameterized, and then matched with the second text data.

The compliance check system according to claim 5 ,
The compliance check system, wherein the second text data is defined by a sequence or combination of an arbitrary character string and / or a parameterized version of the specific expression.

In the compliance check system according to any one of claims 1 to 6,
The determination unit determines the degree of explanation for each of the necessary items based on a predetermined evaluation criterion set in advance,
A compliance check system that outputs the degree to the screen by a predetermined display method.

The compliance check system according to claim 7,
The predetermined evaluation criteria is a compliance check based on the degree of matching of words of predetermined parts of speech that appear in the text data of each block and the first text data, the order of the words, or the adjacency relationship of the words, respectively. system.

In compliance checking system according to claim 1-8,
The said text analysis part is a compliance check system which also includes the past utterance which the said sales person performed with respect to the said customer in the data of each said utterance which the said sales person performed with respect to the said customer.

A compliance check program that causes a computer to execute a process so that it functions as a compliance check system that checks whether each sales utterance made to a customer complies with compliance.
Text analysis processing that outputs natural text analysis processing including morphological analysis and outputs as analyzed text data to text data obtained by converting the content of each utterance of the sales representative into text by speech recognition technology;
Wherein for each utterance in said parsed text data according to each utterance, summarized in blocks of one or more utterances of successive according to predetermined criteria, at each block requires matters to be described to the customer Determination processing for determining whether or not the content of the first text data defined in advance is described;
The analyzed text data related to each utterance is subject to the target text in the target utterance when there is a match with the second text data defined in advance as the content of the prohibited expression that should not be described to the customer. A compliance check program for executing a keyword matching process for determining that the prohibited expression is described.