JP2018092664A5 - - Google Patents

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JP2018092664A5
JP2018092664A5 JP2018036157A JP2018036157A JP2018092664A5 JP 2018092664 A5 JP2018092664 A5 JP 2018092664A5 JP 2018036157 A JP2018036157 A JP 2018036157A JP 2018036157 A JP2018036157 A JP 2018036157A JP 2018092664 A5 JP2018092664 A5 JP 2018092664A5
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input
information
predetermined
determination means
statement
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JP2018092664A (en
JP6760316B2 (en
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Description

本発明によれば、
入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得手段と、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定手段と、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定手段と、
を有する解析装置が提供される。 According to the invention
Voice data acquisition means for acquiring voice data of a voice emitted by an operator operating the input terminal;
Predetermined information stipulated Me pre and an input information determination means for determining whether the input,
An utterance content determination unit that determines whether or not the predetermined utterance content is spoken, when it is determined that the predetermined information is not input.
An analysis apparatus having the

また、本発明によれば、
コンピュータが、
入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得工程と、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定工程と、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定工程と、
を実行する解析方法が提供される。 Moreover, according to the present invention,
The computer is
An audio data acquisition step of acquiring audio data of audio emitted by an operator operating the input terminal;
Predetermined information stipulated Me pre and an input information determination step of determining whether the input,
A speech content determination step of determining whether or not a predetermined speech content has been made when it is determined that the predetermined information has not been input;
An analysis method is provided to perform the

また、本発明によれば、
コンピュータを、
入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得手段、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定手段、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定手段、
として機能させるためのプログラムが提供される。 Moreover, according to the present invention,
Computer,
Voice data acquisition means for acquiring voice data of voice uttered by an operator operating an input terminal,
Predetermined information stipulated Me pre input information determination means for determining whether the input,
An utterance content determination unit that determines whether or not the predetermined utterance content is spoken, when it is determined that the predetermined information is not input.
A program is provided to function as

Claims (12)

入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得手段と、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定手段と、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定手段と、
を有する解析装置。 Voice data acquisition means for acquiring voice data of a voice emitted by an operator operating the input terminal;
Predetermined information stipulated Me pre and an input information determination means for determining whether the input,
An utterance content determination unit that determines whether or not the predetermined utterance content is spoken, when it is determined that the predetermined information is not input.
Analyzer with. 請求項１に記載の解析装置において、
前記入力情報判定手段は、所定のサービスに関する情報の入力の有無を判定し、
前記発言内容判定手段は、前記所定のサービスに関する情報が入力されていないと判定されると、前記所定のサービスについて問い合わせる発言がなされたか否かを判定する解析装置。 In the analysis device according to claim 1,
The input information determination means determines the presence or absence of an input of information related to a predetermined service,
The analysis apparatus according to claim 1, wherein the statement content determination means determines whether or not a statement inquiring about the predetermined service is made when it is determined that the information on the predetermined service is not input. 請求項２に記載の解析装置において、
前記発言内容判定手段は、前記所定のサービスについて問い合わせる発言に加えて、前記所定のサービスへの入会を勧める発言がなされているか否かを判定する解析装置。 In the analysis device according to claim 2,
The analysis device for determining whether or not the message content determination means has made a message recommending admission to the predetermined service in addition to the message inquiring about the predetermined service. 請求項１から３のいずれか１項に記載の解析装置において、
前記入力情報判定手段は、予め定められた所定の商品の商品情報が入力されたか否かを判定し、
前記発言内容判定手段は、前記商品情報が入力されていないと判定されると、前記所定の商品を勧める発言がなされたか否かを判定する解析装置。 The analyzer according to any one of claims 1 to 3.
The input information determination means determines whether or not product information of a predetermined product has been input.
The analysis apparatus according to claim 1, wherein the statement content determination means determines whether or not a statement recommending the predetermined product has been made when it is determined that the product information is not input. 請求項１から４のいずれか１項に記載の解析装置において、
前記入力情報判定手段は、前記入力端末を介して入力された入力情報を解析し、前記所定の情報が入力されたか否かを判定する解析装置。 The analyzer according to any one of claims 1 to 4.
The analyzer according to claim 1, wherein the input information determination unit analyzes input information input via the input terminal and determines whether the predetermined information is input. 請求項１から５のいずれか１項に記載の解析装置において、
前記発言内容判定手段は、前記所定の情報各々に所定の前記発言内容を対応付けた発言情報を記憶しておき、
前記発言内容判定手段は、前記入力情報判定手段が前記所定の情報が入力されていないと判定すると、前記発言情報を検索して入力されていない前記所定の情報に対応付けられた前記発言内容を抽出し、抽出した前記発言内容が発言されているか否かを判定する解析装置。 In the analysis device according to any one of claims 1 to 5,
The said statement content determination means stores statement information in which predetermined statement content is associated with each of the predetermined information,
If the said input information determination means determines that the said predetermined | prescribed information is not input, the said content determination means of an utterance will search the said utterance information, and the said utterance content matched with the said predetermined information which is not input will be An analysis device that determines whether or not the extracted statement content is extracted and extracted. 請求項１から６のいずれか１項に記載の解析装置において、
前記入力情報判定手段及び前記発言内容判定手段による判定結果に基づいて、オペレータごとに接客評価を行う評価手段をさらに有する解析装置。 The analyzer according to any one of claims 1 to 6.
An analyzer further comprising an evaluation unit that performs customer service evaluation for each operator based on the determination result by the input information determination unit and the statement content determination unit. 請求項７に記載の解析装置において、
前記評価手段は、時間帯毎、及び／又は、店舗の混み具合毎に定めた評価基準に基づいて、オペレータごとに接客評価を行う解析装置。 In the analysis device according to claim 7,
The analysis unit performs the customer service evaluation for each operator based on an evaluation standard determined for each time zone and / or each store congestion condition. 請求項１から８のいずれか１項に記載の解析装置において、
前記入力端末はＰＯＳ端末である解析装置。 The analyzer according to any one of claims 1 to 8.
The analysis device in which the input terminal is a POS terminal. 請求項１から９のいずれか１項に記載の解析装置において、
前記入力情報判定手段及び前記発言内容判定手段は、前記処理が終了するたびに、前記判定を行い、
前記入力情報判定手段により前記所定の情報が入力されていないと判定され、かつ、前記発言内容判定手段により予め定められた前記発言内容が発言されていないと判定されると、警告を発する警告手段をさらに有する解析装置。 The analyzer according to any one of claims 1 to 9.
The input information determination means and the speech content determination means, each time a pre-SL process is completed, performs the judgment,
Warning means that issues a warning when it is determined that the predetermined information is not input by the input information determination means, and when it is determined that the utterance content predetermined by the utterance content determination means is not spoken An analysis device further having コンピュータが、
入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得工程と、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定工程と、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定工程と、
を実行する解析方法。 The computer is
An audio data acquisition step of acquiring audio data of audio emitted by an operator operating the input terminal;
Predetermined information stipulated Me pre and an input information determination step of determining whether the input,
A speech content determination step of determining whether or not a predetermined speech content has been made when it is determined that the predetermined information has not been input;
Analysis method to carry out. コンピュータを、
入力端末を操作するオペレータが発した音声の音声データを取得する音声データ取得手段、
予め定められた所定の情報が入力されたか否かを判定する入力情報判定手段、
前記所定の情報が入力されていないと判定された場合に、予め定められた発言内容が発言されているか否かを判定する発言内容判定手段、
として機能させるためのプログラム。 Computer,
Voice data acquisition means for acquiring voice data of voice uttered by an operator operating an input terminal,
Predetermined information stipulated Me pre input information determination means for determining whether the input,
An utterance content determination unit that determines whether or not the predetermined utterance content is spoken, when it is determined that the predetermined information is not input.
Program to function as.
JP2018036157A 2014-09-30 2018-03-01 Analytical equipment, analysis method, and program Active JP6760316B2 (en)

Applications Claiming Priority (2)

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JP2014201361 2014-09-30

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CN106462257A (en) * 2016-07-07 2017-02-22 深圳狗尾草智能科技有限公司 Holographic projection system, method, and artificial intelligence robot of realtime interactive animation
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