JP2017228306A - Information processing system, information processing method, and program about service response support - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing system, an information processing method, and a program which suitably retrieve content on the basis of an impression on the content acquired from a customer, and present a keyword for plainly explaining to the customer the feature and impression of the content together with the content to an operator in telephone correspondence with the customer.SOLUTION: The information processing system includes management means for managing one or more meta-words that linguistically represent an impression to content in each content, means for receiving an input of at least one of a meta-word obtained in accordance with a response from a customer and information showing response of the customer to the meta-word, retrieval means for retrieving content on the basis of at least one of an inputted meta-word and the information showing the response to the meta-word, and output means for outputting names of one or more retrieved contents together with a meta-word corresponding to each content to the customer in a proposable manner.SELECTED DRAWING: Figure 2

Description

  Some embodiments according to the present invention relate to an information processing system, an information processing method, and a program related to service response support.

  In order to collect requests from customers or to respond to various inquiries regarding the use of services in connection with the provision of various services, companies often set up call centers that respond to telephone calls from customers. Manuals and the like are usually prepared for the answering methods and contents by call center operators. Each operator responds to customer calls in accordance with the manual.

  However, since there is a limit in manual response, a system for supporting reception is also considered (see, for example, Patent Document 1). Patent Document 1 discloses a telephone answering service support system that can more smoothly perform a telephone answering service for a customer performed by a telephone operator and an administrator. In this system, for example, a high level of the customer's emotion is displayed based on a change in the volume or range of the customer's voice.

JP 2013-157666 A

  Here, for example, in a telephone inquiry from a customer to a content provider such as a broadcaster, a proposal of a suitable content to the customer may be required. In such a case, it is necessary for the telephone operator to propose the content that matches the customer's preference from a large number of contents after grasping the preference of each customer. However, it is extremely difficult to properly understand customer preferences with a short telephone response, and it is almost impossible for individual operators to propose suitable content after grasping all the contents of countless contents. Impossible.

  Some aspects of the present invention have been made in view of the above-described problems, and an information processing system and an information processing method related to service response support for enabling content to be suitably proposed in dealing with customers. One of the purposes is to provide a program.

  The information processing system according to the present invention includes a management unit that manages, for each content, one or more metawords that express an impression of the content linguistically, and the metaword obtained according to a voice response from a customer over the telephone, or Means for receiving at least one of information indicating the customer's response to the metaword; search means for searching for content based on at least one of the input metaword or information indicating the response to the metaword; Output means for outputting the names of one or more contents together with the metawords corresponding to the contents so as to be proposed to the customer.

  The information processing method according to the present invention includes a step of managing, for each content, one or more metawords that express an impression of the content linguistically, and the metaword obtained in response to a voice response from a customer over the telephone, or the metaword Receiving at least one of information indicating the customer's response to the content, searching the content based on the input metaword or at least one of the information indicating the response to the metaword, and the searched 1 The information processing system performs the step of outputting the names of the above contents together with the metawords corresponding to the contents so as to be able to be proposed to the customer.

  The program according to the present invention is a process for managing, for each content, one or more metawords that express an impression of the content linguistically, and the metaword obtained in response to a voice response from a customer over the phone, or the metaword A process of receiving at least one of information indicating customer reaction, a process of searching for content based on at least one of the input metaword or information indicating a response to the metaword, and one or more searched The computer executes a process of outputting the name of the content together with the metaword corresponding to each content so as to be able to be proposed to the customer.

  In the present invention, “part”, “means”, “apparatus”, and “system” do not simply mean physical means, but “part”, “means”, “apparatus”, “system”. This includes the case where the functions possessed by "are realized by software. Further, even if the functions of one “unit”, “means”, “apparatus”, and “system” are realized by two or more physical means or devices, two or more “parts” or “means”, The functions of “device” and “system” may be realized by a single physical means or device.

It is a figure which shows the structural example of the telephone reception system which concerns on embodiment. It is a figure which shows the specific example of a function structure of the reception assistance server which concerns on embodiment. It is a figure which shows the specific example of the metaword database which concerns on embodiment. It is a figure which shows the specific example of the display screen which the reception assistance server which concerns on embodiment displays. It is a figure which shows the specific example of the display screen which the reception assistance server which concerns on embodiment displays. It is a sequence diagram which shows the flow of a process of the reception assistance server which concerns on embodiment. It is a sequence diagram which shows the flow of a process of the reception assistance server which concerns on embodiment. It is a figure which shows the specific example of the response which concerns on embodiment. It is a figure which shows the specific example of the hardware constitutions of the reception assistance server which concerns on embodiment.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. However, the embodiment described below is merely an example, and there is no intention to exclude various modifications and technical applications that are not explicitly described below. That is, the present invention can be implemented with various modifications without departing from the spirit of the present invention. In the following description of the drawings, the same or similar parts are denoted by the same or similar reference numerals. The drawings are schematic and do not necessarily match actual dimensions and ratios. In some cases, the dimensional relationships and ratios may be different between the drawings.

  1 to 9 are diagrams for explaining the embodiment. Hereinafter, embodiments will be described along the following flow with reference to these drawings. First, an outline of the telephone answering system according to the embodiment will be described in “1”. Next, “2” will explain the functional configuration of the answering support server included in the telephone answering system, and “3” will explain a specific example of the display screen. “4” describes the flow of processing of the reception support server 10 included in the telephone answering system, and “5” describes a specific example relating to an actual response using the telephone answering system. In “6”, a specific example of a hardware configuration capable of realizing the response support server will be described. Finally, the effects and the like according to the present embodiment will be described after “7”.

(1. Overview)
First, an outline of the configuration and processing of the telephone reception system 1 according to the embodiment will be described with reference to FIG. The telephone answering system 1 includes an answering support server 10, information terminals T1 to TN (hereinafter collectively referred to as information terminal T), and telephone terminals C1 to CN (hereinafter collectively referred to as telephone terminal C). Including. The response support server 10 and the information terminal T can communicate with each other via the network N1. The telephone terminal C is connected to the telephone network N2, and can communicate with a customer's telephone (not shown) connected to the telephone network N2.

  Operators P1 to PN (hereinafter collectively referred to as operator P) operate telephone terminal C and information terminal T, respectively. When the operator P receives an incoming call from the customer at the telephone terminal C or makes a call to the customer from the telephone terminal C and enters a call state with the customer's telephone terminal, the operator P operates the information terminal T to the customer. In response to voice.

  In the present embodiment, the telephone answering system 1 is used, for example, by a content provider who broadcasts program content or distributes program content online. The operator P proposes content that suits each customer's preference while conversing with the customer. At this time, it is extremely difficult for each operator P to grasp all the contents of the enormous amount of program content individually. Therefore, in the telephone answering system 1, the operator P listens to contents that the customer has viewed in the past, words (metawords) expressing the customer's preferences, and inputs them to the information terminal T. In response to this, the response support server 10 searches for content having a high degree of match with the customer's preference, and the result is displayed (output) on the information terminal T. Since the operator P presents (outputs) the content information together with a word indicating the content (hereinafter referred to as “metaword”), the customer can recognize the reason why the content is proposed. It is possible to propose content with high customer satisfaction.

  Here, in the telephone answering system 1, the answering support server 10 can transmit, to the information terminal T, a Web page related to a display input screen for telephone answering described by, for example, HTML (HyperText Markup Language). The information terminal T can display the web page by a web browser or the like.

  However, the configuration is not limited to this, and for example, a dedicated application for telephone reception may be installed on the information terminal T, and the application may communicate with the reception support server 10. Alternatively, it is also conceivable that the information terminal T incorporates the function of the response support server 10 and is implemented as a single device including both.

(2. Functional configuration of the response support server 10)
Hereinafter, the functional configuration of the reception support server 10 according to the present embodiment will be described with reference to FIG. FIG. 2 is a functional block diagram showing a specific example of the functional configuration of the reception support server 10. The response support server 10 includes a UI control unit 110, a metaword search unit 120, a suggested content search unit 130, a customer data search unit 140, a database (DB) 150, and a DB update unit 160.

  The UI control unit 110 provides an input / output user interface function to the operator P by transmitting / receiving data to / from the information terminal T. At this time, for example, the UI control unit 110 transmits a Web page serving as a user interface to the information terminal T, and the information terminal T displays the Web page screen using, for example, a browser. Information input by the operator P on the screen is transmitted from the information terminal T to the UI control unit 110 of the reception support server 10. The UI control unit 110 includes a customer information input unit 111, a content information input unit 112, a metaword input unit 113, a metaword presentation unit 114, a suggested content presentation unit 115, and a reaction input unit 116.

  The customer information input unit 111 provides a user interface for the operator P to input customer information for specifying a customer who is responding by telephone. For example, the customer information input unit 111 can be an input box for inputting a customer's membership number (identification number), name, and the like. When the information is input, the metaword search unit 120 and the customer data search unit 140 can specify information such as the content that the customer P has received in the past and the information such as metawords that the customer has heard in the past. Become.

  The content information input unit 112 provides a user interface for the operator P to input content information (for example, a program name and a title name of a movie viewed by the customer) heard by telephone reception with the customer. For example, the content information input unit 112 can be an input box for the operator P to input a content name. When the information is input, the metaword search unit 120 can search for a metaword associated with the content, for example.

  The metaword input unit 113 provides a user interface for the operator P to input a metaword that is heard from a customer who receives a call. Metawords are, for example, attributes such as content performers and genres, as well as words that express linguistically the scenes that customers feel when they see them, and the scenes that remain impressive. , Such as “with a sense of speed” and “celebration scene (impressive)”. When a customer issues a metaword expressing these favorite contents, the operator P inputs the metaword to the metaword input unit 113.

  The metaword presentation unit 114 provides a user interface for displaying metawords spoken by the operator P to the customer. For example, when a customer talks about the title name of a movie, the operator P who hears it inputs the title name into the content information input unit 112. As a result, the metaword search unit 120 searches for a metaword associated with the movie (for example, “assuming speed” here), and the metaword presenting unit 114 presents the metaword to the operator P. As a result, the operator P can return “Do you like a movie with a sense of speed?” In the conversation with the customer. That is, the metaword presenting unit 114 presents a metaword representing the content, and the operator P issues the metaword, so that even if the operator P is not viewing the content, the conversation as if it was seen with the customer. Can produce.

  The suggested content presentation unit 115 provides a user interface for displaying content recommended by the operator P to the customer. For example, when the content name and metaword heard by the operator P and the reaction to them are sequentially input to the content information input unit 112, metaword input unit 113, and reaction input unit 116, the suggested content search unit 130 matches the information. Search for. As a result, the proposed content presentation unit 115 presents information on the obtained content to the operator P. At this time, the proposed content presentation unit 115 presents a metaword that specifically expresses the content of the content together with the content name. For example, the proposed content presenting unit 115 presents the metaword “having a sense of speed” to the operator P together with the content name “◯◯ XX”. Operator P who sees this can propose to the customer, “If you like movies with a sense of speed, what about“ ○ × ○ × ○ × ”? . At this time, the operator P not only presents the content name but also presents the reason for recommending the content “with a sense of speed” to the customer, thereby obtaining the customer's satisfaction. Also, a new metaword and customer response, for example, “It ’s nice to have a sense of speed, but it ’s better to have a more slick movie” (“I want to do it”) is equivalent to a new metaword. , And a positive response to “I want to be smart” has been obtained).

  The response input unit 116 is for the operator P to input a customer response (for example, whether a positive response is returned or a negative response is returned) to the metaword or content presented by the operator P to the customer. Provides a user interface. In the above-described example, the operator P may input to the reaction input unit 116 that he / she has shown a positive response to the content “XXXX” and the metaword “having a sense of speed”, for example. it can.

  The metaword search unit 120 can search for a metaword to be presented to the customer by the operator P from, for example, a customer viewing history 153 and customer past metaword 155 that are customer information obtained from the customer information input unit 111. At this time, for example, the metaword search unit 120 may search for metawords according to attributes such as the sex and age group of the customer. Further, the metaword search unit 120 searches the content metaword information 159 for a metaword associated with the content by using the content name that the operator P has heard from the customer as a key.

  The proposed content search unit 130 searches for content to be proposed to the customer based on the metaword and content name obtained from the customer input by the operator P, the customer's reaction to the metaword and the content name. For example, when searching for a content scheduled to be broadcast in the near future, such as within two weeks, the proposed content search unit 130 refers to the content metaword information 159 from the content included in the content provision information 157 and stores the metaword information. Search for suitable content with a high degree of match. More specifically, for example, the proposed content search unit 130 first creates a vector sequence that expresses whether or not a positive response is obtained from the customer for each metaword with a weight of 1 and 0, respectively. Then, the vector string and a vector string indicating whether or not a meta word is associated with each content (for example, a meta word associated with the content is “1” and an unassociated meta word is “0”). It is conceivable that the proposed content search unit 130 searches for a content with a large inner product as a content having a high degree of match with a customer.

  The customer data search unit 140 searches the customer information input unit 111 for various information related to the customer when the operator P inputs customer information to the customer information input unit 111. More specifically, for example, the customer data search unit 140 searches for information such as the customer viewing history 153 and past reception records.

  The DB 150 manages various data including a metaword DB 151, a customer viewing history 153, a customer past metaword 155, content provision information 157, and content metaword information 159.

  The metaword DB 151 is a database that manages metawords, which are specific linguistic expressions that express the contents. FIG. 3 shows a specific example of the contents of the metaword DB 151. In the example of FIG. 3, each metaword is managed for each related category. In the example of FIG. 3, “view of the world”, “impressive scene”, and “impressive item” are included as categories for managing metawords. The category “view of the world” includes metawords such as “speedy”, “dark”, “happy”, and “gorgeous”. The category of “impressive scenes” includes metawords such as “celebration scenes”, “farewell scenes”, “car chase scenes”, and “dance scenes”. The category “impressive items” includes metawords such as “PC / Internet”, “guitar”, “suit”, and “cigarette”.

  The metaword DB 151 is sequentially updated by the DB update unit 160. For example, when the operator P hears a new metaword from the customer and inputs it to the metaword input unit 113, the DB update unit 160 records it as a metaword candidate. The DB update unit 160 manages the number of times the metaword candidate is input. For example, when the metaword candidate is input more than a certain number of times, the metaword DB 151 may be registered.

  The customer viewing history 153 manages content viewed by the customer. For example, in the case of VOD (Video On Demand) or the like, the content purchased or downloaded (including streaming) by the customer may be registered in the customer viewing history 153. It is also conceivable to register the content that the operator P has heard from the customer in the customer viewing history 153.

  The customer past metaword 155 is a database that manages a response to a metaword that the customer has heard in the past and a metaword of content that the customer has viewed in the past as weights for each metaword, for example, and manages for each customer. For example, when the operator P hears a positive reaction to a metaword such as “speedy” or “car chase scene” in the response to the customer and inputs it to the metaword input unit 113, the information is stored in the customer past metaword 155. Registered in Next, when answering a telephone call with the customer, the operator P talks while referring to the metaword registered in the customer past metaword 155, or the suggested content search unit 130 based on the customer past metaword 155. You can search for suggested content.

  The content provision information 157 is information related to content provided by a content provider or scheduled to be provided. For example, if the content is broadcast content, information such as the name of the content scheduled to be broadcast in the near future and the scheduled broadcast date and time, and if it is VOD, the content name and the distribution start date and time of the content being distributed or scheduled to start distribution are included in the content provision information 157. include.

  The content metaword information 159 is information related to a metaword associated with each content. The content metaword information 159 may be set for each content by, for example, direct viewing by a content distributor, or may be set based on the metaword and content name that the operator P has heard from the customer. Also good.

  The DB update unit 160 sequentially updates various information managed on the DB 150 such as the metaword DB 151, the customer viewing history 153, the customer past metaword 155, the content provision information 157, and the content metaword information 159 as necessary.

(3. Specific example of display screen)
Hereinafter, a specific example of a display screen displayed on the information terminal T1 by the reception support server 10 according to the present embodiment will be described with reference to FIGS. 4 and 5. 4 and 5 are diagrams illustrating specific examples of display screens displayed by the reception support server 10 according to the present embodiment. These display screens can be displayed on the browser of the information terminal T by the UI control unit 110, for example.

(3.1. Customer preference input screen)
First, FIG. 4 is a specific example of a display screen 400 for the operator P to input information such as customer preferences (metawords and content) that are conditions for recommending content. The display screen 400 includes a text box 401, a text box 411 and a corresponding check box 413, a text box 421 and a corresponding check box 423, a text box 431 and a corresponding check box 433, and a proposed content list creation button 440. .

  A text box 401 corresponds to the customer information input unit 111, and the operator P inputs information for specifying a customer. For example, the operator P asks the customer for an identification number uniquely assigned to each customer, and inputs the identification number into the text box 401.

  The text box 411 corresponds to the content information input unit 112, and the operator P inputs the content name heard from the customer. In the check box 413, the operator P hears information from the customer about whether or not those contents are actually viewed and whether or not the contents match the preference, and inputs them. If the customer speaks the content name entered in the text box 411, the operator P can uncheck the check box 413 if the customer does not view it or does not suit his taste.

  The text box 421 corresponds to the metaword presenting unit 114 and is for presenting the metaword corresponding to the content name to the operator P. When a content name is input in the text box 411, the metaword associated with the content is searched from the content metaword information 159 by the metaword search unit 120, and the obtained metaword is displayed in the text box 421. By referring to the text box 421, the operator P can have a conversation as if viewing the content, or can search for customer preferences. The check box 423 is for inputting a customer's reaction to the metaword displayed in the text box 421 and corresponds to the reaction input unit 116. For example, if the customer says “I like movies with a sense of speed”, the operator P may check the check box 423 corresponding to the metaword “with a sense of speed”. Further, for example, if the customer says “I don't like movies with a tragic feeling”, the operator P may uncheck the check box 423 corresponding to the metaword “Drifting with a tragic feeling”.

  Note that the method of presenting the metaword corresponding to the content name input in the text box 411 is not limited to the text box 421 as long as the character string information can be presented. Also, the method of inputting a response to the customer's metaword is not limited to the check box 423. For example, it is possible to enter or select a number. If a strong positive response from the customer is obtained, a large number is displayed. If the customer response is slow, an intermediate number is displayed. If it is obtained, the operator P may input a small number. This also applies to a check box 433 described later.

  The text box 431 is for the operator P to input a metaword heard from the customer, and corresponds to the metaword input unit 113. A response to the metaword input in the text box 431 is input in the check box 433. Similarly to the check box 423, for example, when the customer positively conveys the metaword input in the text box 431, the operator P may check the check box 433. In addition, when the customer has negatively communicated the metaword input in the text box 431, the operator P may uncheck the check box 433.

  The proposal content list creation button 440 is a button for the operator P to request the reception support server 10 to create a list of contents to be proposed to the customer. When the operator P selects the proposed content list creation button 440, the proposed content search unit 130 determines the customer preference according to the metaword input in the text boxes 421 and 431 and the customer reaction input in the check boxes 423 and 433. The content having a high degree of coincidence with respect to is identified by referring to the content metaword information 159. The list of contents obtained as a result is displayed on the display screen 500 shown in FIG.

(3.2. Proposed content display screen)
FIG. 5 is a diagram showing a specific example of a display screen 500 for showing the content proposed to the customer to the operator P. The display screen 500 includes a content list 510, usage metaword setting buttons 521, 523 and 525, a condition reset button 530, an end button 540, and a log registration button 550.

  The content list 510 is a list for presenting content that matches the customer's preference to the operator P, and corresponds to the suggested content presentation unit 115. In the content list 510, not only the content name of the content but also information on the scheduled date and time and metaword information that is a specific language expression that is the reason for recommendation are presented together. As a result, the operator P can perform a conversation with the customer, for example, “The space swimming scene will appear in the movie“ XXXXX ”scheduled to be broadcast this time”.

  Use metaword setting buttons 521, 523, and 525 are buttons for switching metawords used when a recommended content list is generated. For example, if the content that matches the regular preference of the customer is presented, the proposed content can be searched based on the metaword and reaction (customer past metaword 155) previously obtained from the same customer. In such a case, for example, the operator P may select the use metaword setting button 523 or 525 that uses the “past” or “now + past” metaword. In response to selection of the use metaword setting button 523 or 525, the contents of the content list 510 are switched.

  In addition, when there is a temporary emotional fluctuation or the like, for example, when the customer has broken heart, the customer may be interested in content that is completely different from the previous preferences. In such a case, for example, the operator P may select the use metaword setting button 521 that uses the “now” metaword and reaction. Here, the “now” metaword and response are the content name and metaword (including those corresponding to the content) entered by the operator P in the current customer interaction (the reception after the current telephone reception). , Reaction to them. In response to the selection of the usage metaword setting button 521, the contents of the content list 510 are switched.

  The condition reset button 530 is a button for inputting a new metaword obtained from the customer again. When the operator P selects the condition reset button 530, the reception support server 10 switches the display to the display screen 400 shown in FIG. As a result, the operator P can input a content name, a metaword, and the like heard from the customer again.

  The end button 540 is a button that is selected when the operator P finishes the telephone response with the customer. At this time, when the operator P selects the log registration button 550, the DB update unit 160 updates the DB 150 using information such as contents, metawords, and reactions extracted from the customer input by the operator P.

(4. Process flow)
Hereinafter, the flow of processing by the response support server 10 will be described with reference to FIGS. 6 and 7. 6 and 7 are flowcharts showing a processing flow of the reception support server 10 according to the present embodiment.

  Each processing step to be described later can be executed in any order or in parallel as long as there is no contradiction in processing contents, and other steps can be added between the processing steps. good. Further, a step described as a single step for convenience can be executed by being divided into a plurality of steps, and a step described as being divided into a plurality of steps for convenience can be executed as one step.

(4.1. Flow of processing when dealing with customers)
First, with reference to FIG. 6, a specific example of the processing flow of the reception support server 10 during customer reception will be described.

  First, the response support server 10 responds to a request from the information terminal T1, and information (for example, described in HTML) for displaying a display screen 400 for inputting a metaword, a content name, a response, etc. that the operator P hears from a customer. Web page information) is transmitted to the information terminal T (S601). When the operator P hears customer information (for example, an identification number) for identifying the customer in the telephone reception with the customer, the customer information input unit 111 corresponding to the text box 401 receives the input of the customer information from the operator P ( S603).

  Thereafter, when the operator P specifies the content based on a conversation with the customer and enters the name of the content in the text box 411 in the display screen 400 (Yes in S605), the metaword search unit 120 corresponds to the content. The metaword is searched from the content metaword information 159, and the metaword presenting unit 114 displays the metaword in the text box 421 on the display screen 400 (S607).

  The operator P responds to the customer's response to the content name input by the operator P (Yes in S605), the metaword corresponding to the content name (S607), and the metaword (Yes in S609) that the operator P directly inputs to the text box 431. When input to the corresponding check boxes 413, 423, and 433 is made (Yes in S611), the metaword search unit 120 changes the weight of each metaword related to the customer (S613). For example, it is conceivable to express the weight of a metaword for which a positive response is obtained from a customer as “1”, and the weight of a metaword as “0” when it is not. However, the weighting method is not limited to this. For example, when a negative response is obtained, “−1” is set, or the response is expressed as an arbitrary number according to the magnitude of the response, etc. Is also possible.

  Thereafter, when the operator P selects a suggested content list creation button 440 for creating a recommendation list on the display screen 400 (Yes in S615), the suggested content search unit 130 selects a metaword corresponding to the customer's interest set in S613. Search for content that has a high degree of match of metawords based on the weight of each item and that can be provided to customers at least in the near future (for example, scheduled to be broadcast or scheduled to be provided within VOD, or currently scheduled to be provided with VOD). To do. Specifically, for example, for each content that can be provided in the near future, a vector sequence in which the associated metawords are expressed by “1”, “0”, etc. is created, and a vector indicating these and customer's reaction By multiplying by the column, it is possible to obtain a value indicating the degree of coincidence of customer preference for each content. For example, it is conceivable that a customer-oriented degree of matching is equal to or higher than a threshold value as a search result as content having a high degree of customer matching.

  Based on the content thus obtained, the proposed content presentation unit 115 generates a display screen 500 including the content list 510 and displays it on the information terminal T (S617). While referring to the content list 510, the operator P can propose content to the customer together with a metaword that serves as a recommendation basis.

  If the operator P determines that the content presented on the display screen 500 does not match the customer's preference and it is necessary to input a metaword or the like again (Yes in S619), the operator P presses the condition reset button 530. Select. In response to this, the UI control unit 110 displays the display screen 400 on the information terminal T again (S601). In addition, when the operator P finishes the service with the customer, the service support server 10 ends the process (Yes in S621).

(4.2. Flow of processing related to new metaword registration)
Next, the flow of processing related to registration of a new metaword will be described with reference to FIG. FIG. 7 is a flowchart showing a flow of processing relating to new metaword registration.

  When a new metaword not registered in the metaword DB 151 is input from the operator P, for example, on the display screen 400 (S701), the DB update unit 160 determines whether or not the unregistered metaword is registered as a metaword candidate. Is discriminated (S703). If it is not registered as a metaword candidate (No in S703), the presence / absence of a category related to the unregistered metaword is determined (S705). If there is no related category (No in S705), it is not set as a metaword candidate together with the related category. Registration metawords are registered (S707, S709). If the related category has already been registered (Yes in S705), the input unregistered metaword is added as a metaword candidate included in the category (S709).

  When the unregistered metaword input in S701 has already been added as a metaword candidate (Yes in S703), the DB update unit 160 determines whether or not the unregistered metaword has been input more than the threshold number ( S711). If the threshold number of times has been input (Yes in S711), the DB update unit 160 registers the unregistered metaword as a new metaword in the metaword DB 151 (S713).

(5. Specific example of response)
Hereinafter, a specific example of conversation and processing between the operator P and the customer using the telephone answering system 1 according to the present embodiment will be described with reference to FIG. FIG. 8 is a diagram illustrating a specific example of the conversation between the operator P and the customer. In FIG. 8, words indicated by <> correspond to metawords, and words indicated by "" correspond to content names. In addition, it is assumed that the customer has already been specified at the start of the conversation in FIG.

  In the conversation 1, the operator P asks for a content name that the customer likes, and in the conversation 2 answers that the content “Ako Roshi” is a preference. In response to the customer's answer, the operator P inputs the content name “Ako Roshi” heard from the customer in the text box 411 of the display screen 400. Then, when the metaword search unit 120 refers to the content metaword information 159, the metaword presenting unit 114 displays metawords corresponding to the content, for example, <period drama>, <confront>, and <energetic> in the text box 421. indicate.

  By referring to these metawords, Operator P responds by asking the customer whether they like <period drama>, <confront> story, or <masculine> atmosphere. (Conversations 3, 5, 7). In response to these questions, the customer responded negatively to the metaword <period drama> and positive to the metaword <confront> and <massive> (conversations 4, 6, 8) ). In response to this, the operator P puts a check indicating a positive reaction from the customer on the check boxes 423 of the metawords <confront> and <massive>, and a check box 423 corresponding to the metaword <period drama>. Uncheck the box.

  When the operator P selects the suggested content list creation button 440 in this state, the UI control unit 110 causes the information terminal T to display the display screen 500 including the content list 510 that is presumed to match the customer's preference. Here, it is assumed that the “XX × XX” series is displayed together with the metawords <massive> and <confrontation>. Therefore, the operator P proposes to the customer in the conversation 9 that the “XXXXX series” is scheduled to be broadcast together with the metawords.

  However, the customer has responded negatively to the “XX Series” because he does not like <Martial Arts> (Conversation 10). Here, for example, the operator P selects the condition reset button 530 and displays a check box to indicate negative feelings for the metaword <martial arts> indicated in the text box 421 or 431 of the display screen 400 or newly input. The check of 423 or 433 is removed, and the proposal content list creation button 440 is selected again. As a result, in the content list 510 of the display screen 500, the contents “xxx” and “OxΔ” are displayed together with the metaword <full of morality>. In response to this, the operator P proposes the contents “XXX” and “◯ XXX” to the customer in the conversation 11.

  When the customer P shows a positive response to these contents and the operator P determines that the metaword <confrontation> does not match the customer's preference so much, for example, a condition reset button is again displayed. After selecting 530 and returning to the display screen 400, the customer's reaction to a new metaword <battle scene> or <brave> is searched (conversation 13). Since the customer is positively responding to these metawords in the conversation 14, the operator P is displayed in the text box 421 or 431 of the display screen 400 or newly entered metawords <battle scene> or <brave> The check box 423 corresponding to is checked, and the check box 423 corresponding to the metaword <confront> is unchecked. After the operation, when the operator P selects the proposal content list creation button 440 again, the content “□ Δ □ Δ” is displayed on the display screen 500 together with the metaword “XXXXX” as the performer. The operator P proposes information about the performers and the content name in the conversation 15. As a result, a positive response is obtained from the customer, and the reception is finished (conversations 16 to 19).

  When the operator P selects the log registration button 550 after the completion of the response, the information such as the used metaword, the proposed content, the viewing history obtained from the customer, the response to the metaword and the content, and the information such as the response date and time are updated. The data is recorded in the DB 150 by the unit 160.

(6. Hardware configuration)
Next, the hardware configuration of the response support server 10 will be described with reference to FIG. As shown in FIG. 9, the reception support server 10 includes a control unit 901, a communication interface (I / F) unit 905, a storage unit 907, a display unit 913, and an input unit 915, each unit being a bus line. 917 is connected.

  The control unit 901 includes a CPU (Central Processing Unit, not shown), a ROM (Read Only Memory, not shown), a RAM (Random Access Memory) 903, and the like. The control unit 901 is configured to execute a process related to the above-described telephone answering support service in addition to a function as a general information processing apparatus by executing a control program 909 stored in the storage unit 907. For example, the UI control unit 110, the metaword search unit 120, the suggested content search unit 130, the customer data search unit 140, and the DB update unit 160 described with reference to FIG. 2 are temporarily stored in the RAM 903 and then executed on the CPU. It can be realized as a control program 909 that operates.

  The RAM 903 is a part of the DB 150 that stores the metaword DB 151, the customer viewing history 153, the customer past metaword 155, the content provision information 157, and the content metaword information 159 shown in FIG. 2 in addition to the codes included in the control program 909. Temporarily hold parts or all. The RAM 903 is also used as a work area when the CPU executes various processes.

  The communication I / F unit 905 is a device for performing data communication with an external device including the information terminal T via a wired or wireless network N1. The communication I / F unit 905 performs all communication performed by each functional block such as the UI control unit 110 illustrated in FIG.

  The storage unit 907 is a nonvolatile storage medium such as an HDD (Hard Disk Drive) or a flash memory. The storage unit 907 stores an operating system (OS), applications, and data (not shown) for realizing a function as a general information processing apparatus. The storage unit 907 stores a control program 909 and a DB 150. As described above, the UI control unit 110, the metaword search unit 120, the suggested content search unit 130, the customer data search unit 140, and the DB update unit 160 illustrated in FIG. 2 are included in the control program 909.

  The DB 150 can include various data necessary for the telephone answering support service, such as the metaword DB 151, the customer viewing history 153, the customer past metaword 155, the content provision information 157, and the content metaword information 159 shown in FIG. Various data included in the DB 150 is loaded into the RAM 903 or the like as necessary, and is referred to by the CPU included in the control unit 901.

  The display unit 913 is a display device for displaying information to the administrator. Specific examples of the display unit 913 include a liquid crystal display and an organic EL (Electro-Luminescence) display. The input unit 915 is a device for receiving input from the administrator. Specific examples of the input unit 915 include a keyboard, a mouse, and a touch panel.

  The response support server 10 does not necessarily include the display unit 913 and the input unit 915. Further, the display unit 913 and the input unit 915 may be connected to the reception support server 10 from the outside via various interfaces such as a USB (Universal Serial Bus) and a display port.

(7. Effects of the present embodiment)
As described above, in the telephone answering system 1 according to this embodiment, the operator P can input the content name and metaword obtained from the customer, the response to the content, etc., and the metaword for obtaining the response from the customer. Is presented to the operator P. Metawords, which are keywords specifically translated into impressions and impressions that customers will have, are presented to the operator P. The operator P is as if watching the content by talking while referring to them. It is possible to produce a conversation as if there is, and it is possible to respond to customer satisfaction as a good advisor. Further, since the metawords and content names obtained from the customers and the responses to them are recorded in the DB 150, it can be used for the next and subsequent responses.

  Furthermore, in the present embodiment, it is possible to perform a response referring only to the “now” metaword related to the response at that time, a response referring only to the “past” metaword, and a response referring to the “now + past” metaword. It has become. This makes it possible to respond to various situations such as a response according to the current mood or a response based on the past history.

(8. Appendix)
Note that the configurations of the above-described embodiments may be combined or some components may be replaced. The configuration of the present invention is not limited to the above-described embodiment, and various modifications may be made without departing from the scope of the present invention.

  In the above embodiment, the operator P inputs the metaword, content name, and the like obtained from the customer on the display screen. However, the present invention is not limited to this. For example, the response support server 10 or the information terminal T automatically acquires various information such as metawords and content names by analyzing the voice received from the customer by the telephone terminal C using conventional technology such as voice recognition. You may do it. In addition, for example, the response support server 10 creates a sentence corresponding to a customer including content presentation and metaword presentation, and outputs the sentence to a speech engine which is a conventional technology, thereby responding to the customer. Can also be generated. In this case, since all the actions of the operator P are automated, it is possible to deal with the customer without the operator P.

1: Telephone response system 10: Response support server 110: User interface control unit 111: Customer information input unit 112: Content information input unit 113: Metaword input unit 114: Metaword presentation unit 115: Proposed content presentation unit 116: Reaction input unit 120 : Metaword search unit 130: Proposed content search unit 140: Customer data search unit 150: Database 151: Metaword database 153: Customer viewing history 155: Customer past metaword 157: Content provision information 159: Content metaword information 160: DB update unit 901: Control unit 903: RAM
905: Communication interface unit 907: Storage unit 909: Control program 913: Display unit 915: Input unit 917: Bus line C: Telephone terminal N1: Network N2: Telephone network P: Operator T: Information terminal

Claims (9)

Management means for managing, for each content, one or more metawords that express an impression of the content linguistically;
Means for receiving at least one of the metaword obtained in response to a response from a customer or information indicating the customer's response to the metaword;
Search means for searching for content based on at least one of the input metaword or information indicating a reaction to the metaword;
An information processing system comprising: output means for outputting the names of one or more searched contents together with the metawords corresponding to the contents so as to be able to be proposed to the customer. Means for receiving an input of a name of content obtained in response to a response from the customer;
The information processing system according to claim 1, further comprising means for presenting the metaword corresponding to the name of the input content. Means for managing information indicating a past reaction to the metaword for each customer;
Further comprising
The information processing system according to claim 1, wherein the search unit is capable of searching for content based on information indicating a past reaction by the customer to the metaword. Means for managing information of viewed content for each customer;
The information processing system according to any one of claims 1 to 3, further comprising means for presenting the metaword associated with the viewed content. 5. The apparatus according to claim 1, further comprising: means for allowing the metaword to be added to the management means when the metaword obtained in response to the response from the customer is not managed by the management means. 1. An information processing system according to item 1. Receiving at least one of the metaword or information indicating the customer's response to the metaword by analyzing a response from the customer;
The information processing system according to any one of claims 1 to 5. The system further comprises means for allowing the input of at least one of the metaword or information indicating the customer's reaction to the metaword again after outputting the names of the retrieved one or more contents. Item 7. The information processing system according to any one of items 6. Managing for each content one or more metawords expressing the impression of the content linguistically;
Receiving at least one of the metaword obtained in response to a response from the customer or information indicating the customer's response to the metaword;
Searching for content based on at least one of the input metaword or information indicating a response to the metaword;
An information processing method in which an information processing system performs a step of outputting the names of one or more searched contents together with the metawords corresponding to each content so as to be able to be proposed to the customer. A process for managing one or more metawords expressing the impression of the content linguistically for each content;
A process of receiving at least one input of the metaword obtained in response to a response from the customer or information indicating the customer's reaction to the metaword;
A process of searching for content based on at least one of the input metaword or information indicating a reaction to the metaword;
A program for causing a computer to execute a process of outputting a name of one or more searched contents together with the metaword corresponding to each content so as to be able to be proposed to the customer.