JP2018156523A5 - Service support system, service support method, and program - Google Patents
Service support system, service support method, and program Download PDFInfo
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- JP2018156523A5 JP2018156523A5 JP2017054207A JP2017054207A JP2018156523A5 JP 2018156523 A5 JP2018156523 A5 JP 2018156523A5 JP 2017054207 A JP2017054207 A JP 2017054207A JP 2017054207 A JP2017054207 A JP 2017054207A JP 2018156523 A5 JP2018156523 A5 JP 2018156523A5
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Description
本発明の応対業務支援システムは、（１）顧客とオペレータとの間の通話の内容を示す音声データを用いて、前記顧客の感情および感情の度合いを解析する解析手段と、（２）解析された前記顧客の感情および感情の度合いに即した応答指示を前記オペレータ用の出力装置に出力する出力手段と、を備える。 Answering service support system of the present invention, (1) using the voice data indicating the contents of the call between the customer and the operator, and analyzing means for analyzing the degree of the customer emotions and feelings are analyzed (2) and and a output means you output to the output device for the customer of emotion and the response instruction in line with the degree of emotion operator.
本発明の応対業務支援方法は、コンピュータによって実行される。当該応対業務支援方法は、（１）顧客とオペレータとの間の通話の内容を示す音声データを用いて、前記顧客の感情および感情の度合いを解析し、（２）解析された前記顧客の感情および感情の度合いに即した応対指示を前記オペレータ用の出力装置に出力する、ことを含む。 The response work support method of the present invention is executed by a computer. The answering service support method (1) using the voice data indicating the contents of the call between the customer and the operator to analyze the degree of the customer emotions and feelings, (2) the analyzed customer emotions And outputting a response instruction in accordance with the degree of emotion to an output device for the operator.
Claims (7)
解析された前記顧客の感情および感情の度合いに即した応対指示を前記オペレータ用の出力装置に出力する出力手段と、
を備える応対業務支援システム。 Analysis means for using the voice data indicating the contents of the call between the customer and the operator, to analyze the degree of the customer emotions and feelings,
And output means answering instructs you output to an output device for the operator in line with the degree of emotion and feelings of the analyzed customer,
Support business support system equipped with
請求項１に記載の応対業務支援システム。The service support system according to claim 1.
請求項１または２に記載の応対業務支援システム。 Before Kide force means, you outputs answering instruction according to the maximum value of the degree of the customer emotion to the output device for the operator,
The service support system according to claim 1 or 2 .
前記出力手段は、新たな通話要求に含まれる顧客特定情報に基づいて前記履歴情報記憶手段に記憶されている前記過去の通話における解析結果を読み出し、読み出した前記過去の通話における解析結果に応じた応対指示を前記オペレータ用の出力装置に出力する、
請求項１から３のいずれか１項に記載の応対業務支援システム。 The put that analytical results on historical call, further comprising a history information storage means for storing in association with customer identification information,
Before Kide force means, the analysis result in the analysis result read out, read the previous call in the history information storage unit the stored historical call based on customer specific information included in the new call request you output response was answering instruction to the output device for the operator,
The service support system according to any one of claims 1 to 3 .
請求項４に記載の応対業務支援システム。 The analysis result in the past call includes the customer's emotion and the degree of emotion at the end of the past call.
The service support system according to claim 4 .
顧客とオペレータとの間の通話の内容を示す音声データを用いて、前記顧客の感情および感情の度合いを解析し、
解析された前記顧客の感情および感情の度合いに即した応答指示を前記オペレータ用の出力装置に出力する、
ことを含む応対業務支援方法。 A computer-implemented response support method, comprising:
Using the voice data indicating the contents of the call between the customer and the operator to analyze the degree of the customer emotions and feelings,
Outputting a response instruction in line with the analyzed customer emotion and the degree of emotion to the output device for the operator;
Answering service support method comprising.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2017054207A JP7140358B2 (en) | 2017-03-21 | 2017-03-21 | Reception work support system, reception work support method, and program |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2017054207A JP7140358B2 (en) | 2017-03-21 | 2017-03-21 | Reception work support system, reception work support method, and program |
Related Child Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| JP2019042761A Division JP2019125385A (en) | 2019-03-08 | 2019-03-08 | Answering business support system, answering business support method, and program |
Publications (3)
| Publication Number | Publication Date |
|---|---|
| JP2018156523A JP2018156523A (en) | 2018-10-04 |
| JP2018156523A5 true JP2018156523A5 (en) | 2019-04-18 |
| JP7140358B2 JP7140358B2 (en) | 2022-09-21 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
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| JP2017054207A Active JP7140358B2 (en) | 2017-03-21 | 2017-03-21 | Reception work support system, reception work support method, and program |
Country Status (1)
| Country | Link |
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| JP (1) | JP7140358B2 (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP7227020B2 (en) | 2019-01-31 | 2023-02-21 | 住友重機械工業株式会社 | Injection molding machine |
| JP6664757B1 (en) * | 2019-05-09 | 2020-03-13 | 株式会社Ｅｍｐａｔｈ | Sales support device, sales support method, sales support program |
| WO2022049613A1 (en) * | 2020-09-01 | 2022-03-10 | 三菱電機株式会社 | Information processing device, estimation method, and estimation program |
Family Cites Families (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2008053826A (en) * | 2006-08-22 | 2008-03-06 | Oki Electric Ind Co Ltd | Telephone answering system |
| JP2011160260A (en) * | 2010-02-02 | 2011-08-18 | Nakayo Telecommun Inc | Telephone main device, and telephone set |
| JP5561502B2 (en) | 2013-03-10 | 2014-07-30 | 株式会社ナカヨ通信機 | Telephone device having discomfort sensing function |
| JP2015141428A (en) * | 2014-01-27 | 2015-08-03 | 株式会社日立システムズ | Server device, feeling notification system, feeling notification method, and program |
| JP6438674B2 (en) * | 2014-04-28 | 2018-12-19 | エヌ・ティ・ティ・コミュニケーションズ株式会社 | Response system, response method, and computer program |
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