JP2018156523A - Information processing device, business support method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technique for assisting a telephone operator to appropriately make responses so as not to give a bad impression on a customer.SOLUTION: An information processing device 10 includes: an analysis part 110 for analyzing utterance contents of a customer by using voice data showing telephone communication contents between the customer and an operator, and generating analysis information showing feelings of the customer and the degrees of the feelings; and a script output part 120 for selecting a correspondence script corresponding to the degrees of the feelings of the customer shown by the analysis information from among a plurality of correspondence scripts including different expressions each corresponding to the degree of a specific feeling in the case that the feelings of the customer shown by the analysis information is the specific feeling, and outputting the selected correspondence script to an output device for the operator.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a technology for supporting the work of a telephone operator.

  An example of a technology for supporting a telephone operator's work is disclosed in Patent Literature 1 and Patent Literature 2 below. Patent Document 1 below discloses an automatic voice response system that selects a response message based on a customer's emotion recognized by analyzing voice data during a call, converts the selected message into voice data, and outputs the voice message. It is disclosed. Further, in Patent Document 2 below, when an emotion such as “anger” or “dissatisfaction” is recognized as a result of analyzing the customer's voice data while the call is on hold, it is displayed on the terminal of the operator in charge of the customer. A call support device that displays a message that supports an operator's work is disclosed.

Japanese Patent Application Laid-Open No. 2015-211403 Reissue WO2012 / 173261

  Even if the operator intends to give a polite response in response to the customer's emotion, the customer may perceive the response as insufficient depending on the level of the customer's emotion, and may give a bad impression to the customer. Neither Patent Document 1 nor Patent Document 2 considers the degree of customer emotion, and the above-described problems may occur.

  The present invention has been made in view of the above problems. One of the objects of the present invention is to provide a technique for assisting a telephone operator to appropriately respond so as not to give a bad impression to a customer.

  The information processing apparatus according to the present invention (1) analyzes the customer's utterance content using voice data indicating the content of a call between the customer and the operator, and provides analysis information indicating the customer's emotion and the degree of emotion. And (2) when the customer's emotion indicated by the analysis information is a specific emotion, a plurality of response scripts each including a different expression depending on the degree of the specific emotion, Script output means for selecting the response script corresponding to the degree of customer emotion indicated by the analysis information and outputting the selected response script to the operator output device.

  The business support method of the present invention is executed by a computer. In the business support method, (1) the customer's utterance content is analyzed using voice data indicating the content of the call between the customer and the operator, and analysis information indicating the customer's emotion and the degree of emotion is generated. (2) When the customer's emotion indicated by the analysis information is a specific emotion, the analysis information indicates from among a plurality of response scripts each including a different expression corresponding to the degree of the specific emotion Selecting the response script corresponding to the degree of customer emotion and outputting the selected response script to the operator output device.

  The program of the present invention causes a computer to execute the business support method of the present invention.

  According to the present invention, the telephone operator can appropriately respond so as not to give a bad impression to the customer.

It is a figure which shows roughly the system which operate | moves in a contact center etc. It is a block diagram which shows notionally the functional structure of the information processing apparatus in 1st Embodiment. It is a figure which shows an example of a some reception script. It is a figure which shows notionally the hardware constitutions of information processing apparatus. It is a flowchart which illustrates the flow of processing of the information processor in a 1st embodiment. It is a figure which shows the example of an output in the operator terminal of the reception script selected in the script output part. It is a flowchart which illustrates the flow of processing of the information processor in a 2nd embodiment. It is a block diagram which shows notionally the function structure of the information processing apparatus in 3rd Embodiment. 14 is a flowchart illustrating an example of a process flow of an information processing device according to the third embodiment. It is a flowchart which illustrates the flow of a process of the information processing apparatus in 4th Embodiment.

<Overview>
The outline of the present invention will be described with reference to FIG. FIG. 1 is a diagram schematically showing a system operating in a contact center or the like.

  First, a call request (call) from the customer terminal 20 is delivered to an operator terminal 30 used by an operator working in a contact center. The operator performs a response operation to the call request on the operator terminal 30. As a result, communication is established between the customer terminal 20 and the operator terminal 30, and a call between the operator and the customer becomes possible.

  The information processing apparatus 10 acquires voice data of a call between an operator and a customer, which is generated by a call recording engine (not shown), for example. In addition, the information processing apparatus 10 analyzes the utterance contents of the customer and the operator using the acquired voice data. Further, the information processing apparatus 10 recognizes at least the customer's emotion and the degree of the emotion based on the analysis result. Further, the information processing apparatus 10 selects an optimum response script based on the recognized customer emotion and the degree of the emotion, and outputs the selected response script to the operator terminal 30.

  The operator terminal 30 displays the response script output from the information processing apparatus 10 on the display, or outputs the response script by voice so that only the operator can hear it. The operator confirms the displayed or output answering script and proceeds with the telephone answering work.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In all the drawings, the same reference numerals are given to the same components, and the description will be omitted as appropriate. Also, unless otherwise specified, in each block diagram, each block represents a functional unit configuration, not a hardware unit configuration.

[First Embodiment]
[Functional Configuration of Information Processing Apparatus 10]
FIG. 2 is a block diagram conceptually showing the functional configuration of the information processing apparatus 10 in the first embodiment. As illustrated in FIG. 2, the information processing apparatus 10 according to the present embodiment includes an analysis unit 110 and a script output unit 120.

  The analysis unit 110 analyzes the customer utterance content using voice data indicating the content of the call between the customer and the operator, and generates analysis information indicating the customer's emotion and the degree of emotion. The voice data transmitted between the customer terminal 20 and the operator terminal 30 is recorded by, for example, a call recording engine (not shown), and the analysis unit 110 can acquire the voice data from the call recording engine. it can. The analysis part 110 can generate | occur | produce the information which shows the recognition result of a customer's emotion and the degree of the emotion from audio | voice data using a known emotion recognition technique. As an example, the analysis unit 110 recognizes a speaker's emotion (for example, “anger” or “dissatisfaction”) in the voice data based on various feature amounts that can be extracted from the voice data by analyzing the voice data. can do. Specific examples of feature quantities used for emotion recognition include, for example, frequency spectrum shape (voice color), fundamental frequency (voice pitch), voice data amplitude (voice volume), number of mora per unit time (talk) Speed). The feature amount used for emotion recognition is not limited to the example given here. The analysis unit 110 may recognize the speaker's emotion and the degree thereof based on the number of appearances of a specific keyword that can associate various emotions. Further, the analysis unit 110 can generate information indicating the level (degree) of emotion based on the feature amount extracted in the process for the audio data.

  When the customer emotion indicated by the analysis information generated by the analysis unit 110 is a specific emotion, the script output unit 120 corresponds to the degree of customer emotion indicated by the analysis information from a plurality of response scripts. Select a response script. The specific emotion is not particularly limited, but is an emotion indicating that the customer's impression has deteriorated, such as “anger” or “dissatisfaction”. Each of the plurality of response scripts includes a different expression corresponding to a specific emotion level (eg, FIG. 3). FIG. 3 is a diagram illustrating an example of a plurality of response scripts. In FIG. 3, a response script including different expressions associated with specific emotions (for example, “anger” and “dissatisfaction”) and their degrees (for example, “high”, “medium”, “low”). The table to memorize | store is illustrated. For example, when the customer's emotion indicated by the analysis information generated by the analysis unit 110 is a specific emotion and the degree corresponds to “medium”, the script output unit 120 selects the response script from the plurality of response scripts in FIG. Select a response script that includes the expression "I apologize". Then, the script output unit 120 outputs the selected response script to an output device (for example, a display or a headset) provided in the operator terminal 30.

  Note that the table in FIG. 3 is stored in, for example, a storage unit included in the information processing apparatus 10 or another apparatus connected to be communicable with the information processing apparatus 10. Also, the plurality of response scripts shown in FIG. 3 are merely examples, and the expressions included in each response script are not limited to the example of FIG. The degree of specific emotion is not limited to “high”, “medium”, and “low”, and may be divided into two or more stages. In addition, a response script including a different expression for each type of specific emotion (for example, “anger” and “dissatisfaction”) may be stored in the storage unit.

[Hardware configuration]
Each functional component of the information processing apparatus 10 may be realized by hardware (for example, a hard-wired electronic circuit) that realizes each functional component, or a combination of hardware and software (for example: It may be realized by a combination of an electronic circuit and a program for controlling it). Hereinafter, the case where each functional component of the information processing apparatus 10 is realized by a combination of hardware and software will be further described.

  FIG. 4 is a diagram conceptually illustrating the hardware configuration of the information processing apparatus 10. As illustrated in FIG. 4, the information processing apparatus 10 includes a bus 101, a processor 102, a memory 103, a storage device 104, an input / output interface 105, and a network interface 106.

  The bus 101 is a data transmission path through which the processor 102, the memory 103, the storage device 104, the input / output interface 105, and the network interface 106 transmit / receive data to / from each other. However, a method of connecting the processor 102, the memory 103, the storage device 104, the input / output interface 105, the network interface 106, and the like is not limited to the bus connection.

  The processor 102 is an arithmetic device such as a CPU (Central Processing Unit) or a GPU (Graphics Processing Unit). The memory 103 is a main storage device that is realized using a RAM (Random Access Memory), a ROM (Read Only Memory), or the like. The storage device 104 is an auxiliary storage device that is realized by using an HDD (Hard Disk Drive), an SSD (Solid State Drive), a memory card, or the like.

  The storage device 104 stores a program module that implements each functional component (the analysis unit 110 and the script output unit 120) of the information processing apparatus 10. The processor 102 reads out each program module to the memory 103 and executes it, thereby realizing a function corresponding to each program module. Further, the storage device 104 may store a table as illustrated in FIG.

  The input / output interface 105 is an interface for connecting the information processing apparatus 10 and peripheral devices (not shown). An input device such as a keyboard and a mouse, and an output device such as an LCD (Liquid Crystal Display) and a CRT (Cathode Ray Tube) display can be connected via the input / output interface 105.

  The network interface 106 is an interface for connecting the information processing apparatus 10 to various communication networks. This communication network is, for example, an in-house network 70 (in-house LAN (Local Area Network)). As shown in FIG. 3, the information processing apparatus 10 can communicate with the operator terminal 30, the call recording engine 60, and the like by connecting to the communication network via the network interface 106. The method for connecting to the communication network may be a wireless connection or a wired connection.

  The operator terminal 30 is a terminal used by each operator for business. At least one operator terminal 30 is connected to the in-house network 70. The operator terminal 30 includes an input device such as a keyboard and a mouse and a display device for displaying information, and a call device (for example, a headset) for making a call with a customer.

  The exchange 50 receives a call from the customer terminal 20 via a PSTN (Public Switched Telephone Networks) 80 and transfers the call to the operator terminal 30 in a state where the call can be received. When the operator performs an incoming call operation at the operator terminal 30 to which the call is transferred, communication is established between the operator terminal 30 and the customer terminal 20, and a call can be made between the customer and the operator.

  The call recording engine 60 captures voice data transmitted between the customer terminal 20 and the operator terminal 30 with which communication has been established. The voice data captured by the call recording engine 60 is used as an input to the analysis unit 110. When capturing the voice data, the call recording engine 60 acquires information that can identify the customer and the operator from the session information of the call, and associates the information with the voice data. Then, the call recording engine 60 transmits voice data to which information that can identify the customer and the operator is added to the information processing apparatus 10. Note that the call recording engine 60 may be configured to output the captured audio data to, for example, a file server (not shown). In this case, the information processing apparatus 10 can acquire audio data via the file server.

  Note that the hardware configuration shown in FIG. 4 is merely an example, and the present invention is not limited to the example of FIG. For example, the functions of the analysis unit 110 and the script output unit 120 may be distributed or multiplexed in a plurality of information processing apparatuses 10. In addition, a CTI (Computer Telephony Integration) server that reads customer information corresponding to the customer terminal in response to a call from the customer terminal and transmits it to the operator terminal 30 may be provided.

[Operation example]
An operation example of the information processing apparatus 10 in the first embodiment will be described with reference to FIG. FIG. 5 is a flowchart illustrating the processing flow of the information processing apparatus 10 according to the first embodiment.

  The analysis unit 110 acquires voice data of conversation between the customer and the operator (S102). The voice data flows between the customer terminal 20 and the operator terminal 30 and is captured by the call recording engine 60, for example. It should be noted that information capable of identifying the customer and the operator is associated when the voice data is captured. The analysis unit 110 can acquire voice data directly from the call recording engine 60 or via a file server (not shown).

  And the analysis part 110 analyzes the audio | voice data acquired by S102, and produces | generates the analysis information which shows a customer's emotion and the degree of the emotion (S104). Note that when the voice recording engine 60 captures voice data between the customer terminal 20 and the operator terminal 30, the call recording engine 60 distinguishes between data generated according to the customer utterance and data generated according to the operator utterance. It is also possible to add information. As an example, the call recording engine 60 is based on the direction of the voice data (electrical signal) flowing through the communication path between the customer terminal 20 and the operator terminal 30 and the voice data is generated according to the customer's utterance. Or the data generated according to the operator's utterance. The call recording engine 60 divides the voice data flowing between the customer terminal 20 and the operator terminal 30 into data generated according to the customer's utterance and data generated according to the operator's utterance. Can be captured. In the present embodiment, the analysis unit 110 can generate analysis information by performing analysis on the data generated according to the customer's utterance in the voice data thus captured.

  The script output unit 120 determines whether or not the customer's emotion indicated by the analysis information generated in the process of S104 corresponds to a specific emotion (S106). As an example, when the analysis unit 110 generates analysis information including a predetermined code value that represents a customer's emotion recognized by the analysis, the script output unit 120 indicates that the code value included in the analysis information corresponds to a specific emotion. It is determined whether or not it is a specific code value. In this case, the specific code value is stored in advance in the memory 103 or the storage device 104, for example.

  When the customer's emotion indicated by the analysis information does not correspond to the specific emotion (S106: NO), the processing described below is skipped. On the other hand, when the customer emotion indicated by the analysis information corresponds to a specific emotion (S106: YES), the script output unit 120 selects a reception script based on the degree of customer emotion indicated by the analysis information (S108). . For example, when a table as shown in FIG. 3 is prepared and the customer's emotion indicated by the analysis information is “anger” and the degree thereof is “medium”, the script output unit 120 displays the plurality of response scripts in FIG. Select the answering script that includes the expression “I apologize”.

  Then, the script output unit 120 outputs the response script selected in S108 to the operator terminal 30 used by the target operator (S110). Note that the script output unit 120 can specify the operator terminal 30 to which the response script selected in the processing of S108 is to be output, using information for identifying the operator that is given to the voice data used for the analysis. . As an example, the script output unit 120 uses the table or the like in which destination information (such as an IP (Internet Protocol) address) of the operator terminal 30 and information capable of identifying the operator are associated with each other, and the response selected in the process of S108. The operator terminal 30 that is the output destination of the script can be specified.

<Example of output at operator terminal 30>
FIG. 6 is a diagram illustrating an output example of the reception script selected by the script output unit 120 on the operator terminal 30. FIG. 6 illustrates a screen that displays an example of expression included in the response script selected by the script output unit 120 together with customer information (information indicating the type and degree of customer emotion). The operator who is talking to the customer can check such a screen displayed on the operator terminal 30 and smoothly proceed to the customer service.

[Action / Effect]
As described above, in the present embodiment, when a specific emotion is detected by analyzing the voice data, an appropriate response script corresponding to the degree of emotion obtained by the analysis is selected, and the operator terminal 30 used by the operator is selected. Is output. By checking the response script selected and output according to the degree of customer emotion, the operator can perform appropriate response so that the customer's impression is not further deteriorated.

[Second Embodiment]
Depending on the operator's response to the call with the customer, the degree of customer emotion may vary. For example, lack of communication may intensify certain emotions that indicate a customer's impression is deteriorating. In addition, for example, due to good communication, a specific emotion indicating that the customer's impression has deteriorated may be weakened. However, even if the customer's specific feelings are weakened, it is preferable for the operator to maintain a response level in a state where the customer's specific feelings are strong in terms of “it is difficult to give a bad impression to the customer”. Therefore, the information processing apparatus 10 according to the present embodiment has a configuration as described below. In addition, the information processing apparatus 10 of this embodiment is the same as that of 1st Embodiment except the point demonstrated below.

[Function configuration]
The information processing apparatus 10 according to the present embodiment has the same functional configuration (for example, FIG. 2) as that of the first embodiment. The script output unit 120 of the present embodiment selects a response script to be output to the operator terminal 30 using the maximum value of the degree of customer emotion indicated by the analysis information. Here, the maximum value of the degree of the customer's emotion is determined in one call. Further, whether or not the degree of emotion is the maximum can be determined based on, for example, the size of the feature amount related to the customer's emotion obtained by analyzing the voice data. Specific operations of the script output unit 120 of this embodiment will be described later.

[Hardware configuration]
The information processing apparatus 10 of the present embodiment has the same hardware configuration (example: FIG. 4) as that of the first embodiment. The storage device 104 of the present embodiment further stores a program module that realizes the function of the script output unit 120 described above, and the processor 102 executes the program module to realize the function of the present embodiment described above. Is done.

[Operation example]
An operation example of the information processing apparatus 10 in the present embodiment will be described with reference to FIG. FIG. 7 is a flowchart illustrating the flow of processing of the information processing apparatus 10 in the second embodiment. In the following, processing (S202, S204, S206, and S208) different from the first embodiment will be mainly described based on the processing flow illustrated in the first embodiment (FIG. 5).

  In this operation example, when a call request from a customer is received by the operator terminal 30, the script output unit 120 uses information indicating the degree of customer emotion in the call (hereinafter also referred to as “customer emotion information”) as an initial value. Reset to (minimum value (0)) (S202).

  When the customer emotion indicated by the analysis information generated in the process of S104 corresponds to a specific emotion (S106: YES), the script output unit 120 displays the degree of customer emotion indicated by the analysis information and the customer emotion information. Is compared with the degree of emotion indicated by (S204).

  When the customer emotion level indicated by the analysis information is stronger than the customer emotion level indicated by the customer emotion information (S204: YES), the script output unit 120 uses the emotion level indicated by the analysis information to The degree of emotion stored in the emotion information is updated (S206). On the other hand, when the customer emotion level indicated by the analysis information is weaker than the customer emotion level indicated by the customer emotion information (S204: NO), the script output unit 120 does not execute the customer emotion information update process of S206. . Then, the script output unit 120 selects a response script based on the customer emotion level indicated by the customer emotion information (S108), and outputs the selected response script to the operator terminal 30 (S110).

[Action / Effect]
As described above, in the present embodiment, when a specific emotion is detected by analyzing the voice data, the degree of emotion obtained by the analysis is compared with the maximum value of the customer's emotion level previously stored. The answering script is selected based on the person with the higher emotional level. That is, the answering script is selected on the basis of the state in which the customer's emotions are most deteriorated during the call. As a result, it is possible to guide the operator to perform a response that does not give a bad impression to the customer.

[Third Embodiment]
Due to a lack of communication between the customer and the operator, the customer may be dissatisfied with the operator's reception and the call may end, and the customer may contact again later. In such a case, the customer's feelings may be causing dissatisfaction in the previous response. Operators are required to be more cautious in dealing with such customers in order to dispel bad impressions. Therefore, the information processing apparatus 10 according to the present embodiment has a configuration as described below. In addition, the information processing apparatus 10 of this embodiment is the same as that of 1st Embodiment except the point demonstrated below.

[Function configuration]
FIG. 8 is a block diagram conceptually showing the functional configuration of the information processing apparatus 10 in the third embodiment. As shown in FIG. 8, the information processing apparatus 10 of this embodiment further includes a history information storage unit 130 in addition to the configuration of the first embodiment. The history information storage unit 130 stores analysis information (hereinafter also referred to as “past analysis information”) in a past call in association with information for specifying a customer (hereinafter also referred to as “customer identification information”). Yes. Here, the “analysis information in the past call” is, for example, analysis information in the previous call, and includes information indicating the customer's emotion and the degree of the emotion at the time when the past call ends. The past analysis information stored in the history information storage unit 130 can be said to be information indicating the state of the customer's emotion at the time when the past call is terminated. As an example, the history information storage unit 130, in response to a call disconnection request between the customer terminal 20 and the operator terminal 30, analyzes the voice data immediately before disconnecting the call and the calling number of the customer terminal 20. Such information that can identify the customer is acquired, and these pieces of information are stored in association with each other.

  When a new call request is received from a certain customer, the script output unit 120 of the present embodiment analyzes the past based on the customer identification information (for example, the calling number indicating the customer terminal 20) included in the call request. Information is read from the history information storage unit 130. Then, the script output unit 120 selects a response script to be output to the operator terminal 30 using the read past analysis information. Specific operations of the script output unit 120 of this embodiment will be described later.

[Hardware configuration]
The information processing apparatus 10 of the present embodiment has the same hardware configuration (example: FIG. 4) as that of the first embodiment. The storage device 104 according to the present embodiment can function as the history information storage unit 130 described above. The storage device 104 according to the present embodiment further stores a program module that realizes the function of the script output unit 120 described above, and the processor 102 executes the program module to thereby execute the function according to the above-described embodiment. Is realized.

[Operation example]
An operation example of the information processing apparatus 10 according to the present embodiment will be described with reference to FIG. FIG. 9 is a flowchart illustrating the processing flow of the information processing apparatus 10 according to the third embodiment. In the following, processing (S302, S304, S306, S308, and S310) different from the first embodiment will be mainly described based on the processing flow (FIG. 5) illustrated in the first embodiment.

  In this operation example, when a call request from a customer is received by the operator terminal 30, the script output unit 120 acquires customer specifying information from the call request (S302). For example, the script output unit 120 can acquire the calling number of the customer terminal 20 included in the call request as customer specifying information.

  The script output unit 120 refers to the history information storage unit 130 using the customer identification information acquired in the process of S302. When the past analysis information associated with the customer identification information acquired in S302 exists in the history information storage unit 130, the script output unit 120 acquires the past analysis information (S304).

  Thereafter, the analysis unit 110 acquires voice data in a new call (S102), and generates analysis information (hereinafter also referred to as “new analysis information”) of the voice data in the new call (S104). When the customer emotion indicated by the new analysis information corresponds to the specific emotion (S106: YES), the script output unit 120 acquires the degree of customer emotion indicated by the new analysis information and the processing of S304. The degree of customer emotion indicated by the past analysis information is compared (S306).

  When the degree of customer emotion indicated by the new analysis information is greater than the degree of customer emotion indicated by the past analysis information (S306: YES), the script output unit 120 indicates the degree of customer emotion indicated by the new analysis information. Based on the above, a response script is selected (S308). The processing flow in this case is the same as that in each of the above-described embodiments.

  On the other hand, when the degree of customer emotion indicated by the past analysis information is greater than the degree of customer emotion indicated by the new analysis information (S306: NO), the script output unit 120 displays the customer emotion indicated by the past analysis information. A response script is selected based on the degree (S310).

  Then, the script output unit 120 outputs the response script selected in S308 or S310 to the operator terminal 30 (S110).

[Action / Effect]
As described above, in the present embodiment, when a new call request is made from a customer, analysis information in a past call is read out. Then, the degree of the customer's emotion indicated by the past analysis information is compared with the level of the emotion indicated by the analysis information in the new call, and the response script is selected based on the one having the greater emotion level. That is, when the customer's emotion in the past call is worse than the current customer's emotion, the reception script is selected based on the past customer's emotion. This enables the operator to be guided to make a response that is unlikely to make a bad impression on the customer when a call is received again from a customer who ended the call without being satisfied with the operator's response in the past call. It becomes.

[Fourth Embodiment]
Operator attitudes can be a factor that increases the level of customer emotion. However, in the case of a customer who talks while suppressing emotion, there is a possibility that the degree of customer emotion that can be judged from voice and the actual customer emotion level are different. In this case, there is a possibility that a bad impression may be given to the customer when the operator responds based on the degree of emotion of the customer determined from the voice. Therefore, the information processing apparatus 10 according to the present embodiment has a configuration as described below. In addition, the information processing apparatus 10 of this embodiment is the same as that of 1st Embodiment except the point demonstrated below.

[Function configuration]
The information processing apparatus 10 according to the present embodiment has the same functional configuration (for example, FIG. 2) as that of the first embodiment. The analysis unit 110 of the present embodiment further analyzes the utterance content of the operator using voice data indicating the content of the call between the customer and the operator. The analysis unit 110 analyzes the voice data generated by the customer's utterance, and for example, the number of utterances of the prohibited word or an unpleasant emotion (for example, upset or confused) as the operator's feeling toward the customer appears in the voice. It is possible to obtain an analysis result indicating whether or not the Further, the script output unit 120 of the present embodiment further selects the response script to be output to the operator terminal 30 by further using the analysis information of the utterance content of the operator. Specific operations of the script output unit 120 of this embodiment will be described later.

[Hardware configuration]
The information processing apparatus 10 of the present embodiment has the same hardware configuration (example: FIG. 4) as that of the first embodiment. The storage device 104 of this embodiment further stores program modules that realize the functions of the analysis unit 110 and the script output unit 120 described above. When the processor 102 executes these program modules, the functions of the analysis unit 110 and the script output unit 120 described above are realized.

[Operation example]
An example of the operation of the information processing apparatus 10 in this embodiment will be described with reference to FIG. FIG. 10 is a flowchart illustrating the processing flow of the information processing apparatus 10 according to the fourth embodiment. In the following, processing (S402, S404, S406, and S408) different from the first embodiment will be mainly described based on the processing flow illustrated in the first embodiment (FIG. 5).

  The analysis unit 110 analyzes the data generated by the customer's utterance and the data generated by the operator's utterance for the voice data acquired in S102 (S402). The analysis unit 110 uses the analysis processing of S402 to analyze information indicating the analysis result of the customer utterance content (hereinafter also referred to as “first analysis information”) and analysis information indicating the analysis result of the operator utterance content (hereinafter referred to as “first analysis information”). And “second analysis information”) (S402). The first analysis information includes information indicating the customer's emotion and the degree of the emotion. The second analysis information includes information (for example, the number of times the prohibited word is spoken, the operator's emotion and the degree of the emotion) indicating the operator's response attitude.

  When a specific emotion is detected as the customer's emotion from the first analysis information (S106: YES), the script output unit 120 determines whether or not the operator's response level indicated by the second analysis information satisfies a specific condition. (S404). Here, the specific condition is a condition for determining whether or not the operator has taken an undesirable response attitude. As an example of the specific condition, for example, a condition that “a predetermined utterance of a prohibited word has been detected” or “a feeling that is unfavorable as a predetermined customer feeling (for example,“ sway ”or“ confused ”) For example. ”Is detected. The specific conditions are not limited to the examples given here.

  When the specific condition set for the second analysis information is satisfied (S404: YES), the script output unit 120 is higher than the response script with the rank corresponding to the degree of customer emotion indicated by the first analysis information. A rank response script is selected (S406). For example, even if the level of customer emotion indicated by the first analysis information is “low”, the script output unit 120 determines that the level of customer emotion on the first rank is “medium” when the specific condition is satisfied. ", It is possible to select a response script to be output. Here, with respect to the second analysis information, the script output unit 120 controls how to raise the rank of the response script to be selected based on, for example, the number of utterances of the prohibited word or the degree of unfavorable feeling as the operator's response level Also good. For example, the script output unit 120 can be configured to increase the rank of the response script to be selected one by one every time a prohibited word is spoken three times. In addition, the script output unit 120 selects the rank of the response script that is selected when the degree of unfavorable emotion is high as the operator's response level, and the response script that is selected when the level of unfavorable emotion is low as the operator's response level. It may be higher than the rank. In addition, the script output unit 120 adds the rank increase value based on the number of utterances of the prohibited word and the rank increase value based on the degree of unfavorable feeling as the operator's response to the final rank increase. It may be configured to determine a value. Note that the operation of the script output unit 120 of the present embodiment is not limited to the example given here.

  On the other hand, when the specific condition set for the second analysis information is satisfied (S404: NO), the script output unit 120 creates a response script with a rank corresponding to the degree of customer emotion indicated by the first analysis information. Select (S408).

[Action / Effect]
As described above, in this embodiment, the reception script to be output to the operator terminal 30 is selected using not only the analysis result of the customer utterance but also the analysis result of the operator utterance. Thereby, even if it is a case where the customer's feeling deteriorated by the customer's response attitude does not appear accurately in the voice, an appropriate response example can be presented to the operator. As a result, it is possible to realize the guidance of the operator with higher accuracy so as to perform a response that does not easily give a bad impression to the customer.

  As mentioned above, although embodiment of this invention was described with reference to drawings, these are the illustrations of this invention, Various structures other than the above are also employable.

  In the plurality of flowcharts used in the above description, a plurality of steps (processes) are described in order, but the execution order of the steps executed in each embodiment is not limited to the description order. In each embodiment, the order of the illustrated steps can be changed within a range that does not hinder the contents. Moreover, each above-mentioned embodiment can be combined in the range in which the content does not conflict.

A part or all of the above embodiments can be described as in the following supplementary notes, but is not limited thereto.
1.
Analyzing means for analyzing the customer's utterance content using voice data indicating the content of the call between the customer and the operator, and generating analysis information indicating the customer's emotion and the degree of emotion;
When the customer's emotion indicated by the analysis information is a specific emotion, the customer's emotion indicated by the analysis information from a plurality of response scripts each including a different expression corresponding to the degree of the specific emotion Script output means for selecting the response script corresponding to the degree of the script, and outputting the selected response script to the operator output device;
An information processing apparatus comprising:
2.
The script output means selects the reception script to be output to the output device for the operator using the maximum value of the customer's emotion degree.
1. The information processing apparatus described in 1.
3.
Further comprising history information storage means for storing the analysis information in a past call in association with customer identification information;
The script output means reads the analysis information in the past call stored in the history information storage means based on the customer specifying information included in the new call request, and uses the read analysis information in the past call. Selecting the response script to be output to the operator output device,
1. Or the information processing apparatus according to any one of 2;
4).
The analysis information in the past call includes the customer's emotion and the degree of emotion at the time when the past call is terminated.
3. The information processing apparatus described in 1.
5.
The analysis means further analyzes the utterance content of the operator using the voice data,
The script output means further uses the analysis result of the utterance content of the operator to select the response script to be output to the output device for the operator.
1. To 4. The information processing apparatus according to any one of the above.
6).
A business support method executed by a computer,
Analyzing the customer's utterance content using voice data indicating the content of the call between the customer and the operator, generating analysis information indicating the customer's emotion and the degree of emotion,
When the customer's emotion indicated by the analysis information is a specific emotion, the customer's emotion indicated by the analysis information from a plurality of response scripts each including a different expression corresponding to the degree of the specific emotion Selecting the response script corresponding to the degree of output, and outputting the selected response script to the output device for the operator.
Business support method including that.
7).
Selecting the response script to be output to the operator output device using the maximum value of the customer's feelings;
Including. The business support method described in 1.
8).
Based on the customer identification information included in the new call request, the analysis information in the past call is read out from the history information storage means for storing the analysis information in the past call in association with the customer identification information, and the past Selecting the answering script to be output to the operator output device using the analysis information in the call of
Including. Or 7. The business support method according to any one of the above.
9.
The analysis information in the past call includes the customer's emotion and the degree of emotion at the time when the past call is terminated.
8). The business support method described in 1.
10.
Using the voice data, further analyze the utterance content of the operator,
Further using the analysis result of the utterance content of the operator, selecting the response script to be output to the output device for the operator,
Including. To 9. The business support method according to any one of the above.
11.
In the computer, 6. To 10. A program for executing the business support method according to any one of the above.

DESCRIPTION OF SYMBOLS 10 Information processing apparatus 101 Bus 102 Processor 103 Memory 104 Storage device 105 Input / output interface 106 Network interface 110 Analysis part 120 Script output part 130 History information storage part 20 Customer terminal 30 Operator terminal 50 Switch 60 Call recording engine 70 In-house network

Claims (7)

Analyzing means for analyzing the customer's utterance content using voice data indicating the content of the call between the customer and the operator, and generating analysis information indicating the customer's emotion and the degree of emotion;
When the customer's emotion indicated by the analysis information is a specific emotion, the customer's emotion indicated by the analysis information from a plurality of response scripts each including a different expression corresponding to the degree of the specific emotion Script output means for selecting the response script corresponding to the degree of the script, and outputting the selected response script to the operator output device;
An information processing apparatus comprising: The script output means selects the reception script to be output to the output device for the operator using the maximum value of the customer's emotion degree.
The information processing apparatus according to claim 1. Further comprising history information storage means for storing the analysis information in a past call in association with customer identification information;
The script output means reads the analysis information in the past call stored in the history information storage means based on the customer specifying information included in the new call request, and uses the read analysis information in the past call. Selecting the response script to be output to the operator output device,
The information processing apparatus according to claim 1. The analysis information in the past call includes the customer's emotion and the degree of emotion at the time when the past call is terminated.
The information processing apparatus according to claim 3. The analysis means further analyzes the utterance content of the operator using the voice data,
The script output means further uses the analysis result of the utterance content of the operator to select the response script to be output to the output device for the operator.
The information processing apparatus according to any one of claims 1 to 4. A business support method executed by a computer,
Analyzing the customer's utterance content using voice data indicating the content of the call between the customer and the operator, generating analysis information indicating the customer's emotion and the degree of emotion,
When the customer's emotion indicated by the analysis information is a specific emotion, the customer's emotion indicated by the analysis information from a plurality of response scripts each including a different expression corresponding to the degree of the specific emotion Selecting the response script corresponding to the degree of output, and outputting the selected response script to the output device for the operator.
Business support method including that.   A program for causing a computer to execute the business support method according to claim 6.

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