JP2020135387A - Agent terminal for contact center system - Google Patents

Abstract

To protect secret information more securely and to provide an agent terminal for contact center system that is easy to handle for a regular agent.SOLUTION: An agent for contact center system according to an embodiment includes an iris authentication part, a voice authentication part, and a control part (data acquisition part). The iris authentication part executes, based upon iris information on the eyes of an agent acquired from a worn head-mounted display, iris authentication processing on the agent. The voice authentication part executes at least one of voice authentication processing and voiceprint authentication processing on the agent wearing the head-mounted display. The control part lets, when at least one of the voice authentication and voiceprint authentication by the voice authentication part is affirmed in a period in which the iris authentication is affirmed by the iris authentication part, the head-mounted display displays specific information of information acquired from a contact center.SELECTED DRAWING: Figure 1

Description

Embodiments of the present invention relate to agent terminals for contact center systems.

In the past, telephone response was generally used as a form for responding to inquiries from customers, etc., but in recent years, in addition to this, media such as fax, e-mail, chat, and the web have been used. There is. Such measures are taken in the so-called "contact center" department. Business in a contact center is generally performed in a place where security measures are taken, for example, in a corporate building, but in recent years, work in a place other than the contact center, for example, an external office or the home of an agent (operator, responder), etc. The number of cases of working in (home office) is increasing. Such external offices and homes are not sufficiently secure. For example, there is a possibility that a third party may peep at specific information (confidential information, etc.) such as customer data during the response work. .. Therefore, iris authentication is performed using the iris information of the agent's eyes, and if the authentication is affirmed, a screen where only the agent can see specific information, for example, virtual reality goggles (VR) worn by the agent. A system for displaying on a screen such as goggles) has been proposed.

Japanese Unexamined Patent Publication No. 2012-73963 Japanese Unexamined Patent Publication No. 2007-6393 Japanese Unexamined Patent Publication No. 2016-149003

However, the authentication using the iris information is not perfect, and there is a possibility that the authentication may be breached, and there is a problem that the specific information cannot be sufficiently protected. Further, it is considered possible to make it difficult to break through the authentication by combining a plurality of authentications, but there is a problem that the operation becomes complicated when the legitimate agent handles the necessary information. Therefore, if an agent terminal for a contact center system that can protect specific information more reliably and is easy to handle for a legitimate agent can be provided, it will be possible to improve the reliability of specific information management and improve business efficiency. It is meaningful.

The agent terminal for the contact center system according to the embodiment includes, for example, an iris authentication unit, a voice authentication unit, and a control unit. The iris recognition unit executes the agent's iris recognition process based on the iris information of the agent's eyes acquired from the mounted head-mounted display. The voice authentication unit executes at least one of the voice authentication process and the voiceprint authentication process of the agent equipped with the head-mounted display. The control unit displays specific information on the head mount display among the information acquired from the contact center when at least one of the voice authentication and the voice print authentication by the voice authentication unit is affirmed during the affirmation period of the iris recognition by the iris recognition unit. Let me.

FIG. 1 is an explanatory diagram schematically and schematically showing a configuration of an agent terminal for a contact center system according to an embodiment and a configuration of a contact center to which the agent terminal can be connected via an Internet network. FIG. 2 is an exemplary and schematic perspective view of a head-mounted display (glasses type) that can be used in the agent terminal for the contact center system according to the embodiment. FIG. 3 is an exemplary and schematic explanatory view showing a case where the utterance content for voice authentication is displayed on the head-mounted display that can be used in the agent terminal for the contact center system according to the embodiment. FIG. 4 shows a case where specific information (for example, customer data) displayed when the authentication is affirmed is displayed on the head-mounted display that can be used in the agent terminal for the contact center system according to the embodiment. It is an exemplary and schematic explanatory view. FIG. 5 is an exemplary flowchart showing the first half of the flow of authentication processing by the agent terminal for the contact center system and the flow of display processing of specific information (for example, customer data) according to the embodiment. FIG. 6 is an exemplary flowchart showing a flow of authentication processing by the agent terminal for the contact center system and a flow of display processing of specific information (for example, customer data) according to the embodiment.

Hereinafter, embodiments will be described with reference to the drawings. The configurations of the embodiments described below, and the actions and results (effects) brought about by the configurations are merely examples, and are not limited to the contents described below.

FIG. 1 illustrates the configuration of the agent terminal 10 for the contact center system according to the embodiment and the configuration of the contact center 14 to which the agent terminal 10 can be connected via a communication means such as an Internet network 12 or a public line. It is explanatory drawing which shows typically. The agent terminal 10 in the present embodiment is installed in a home office 16 (for example, the home of an agent (operator, responder)) as an example of an office provided separately from the contact center 14. Here, the contact center 14 is provided in a company building or the like, and is configured so that customer data can be managed and handled in an environment in which security management is sufficiently performed. On the other hand, the home office 16 has a part where security management is insufficient as compared with the contact center 14. For example, a third party, such as a family member, who is not related to business can approach the area around the agent terminal 10, and for example, the display contents of the display device of the agent terminal 10 can be viewed without intention. Prone. Therefore, in the case of the agent terminal 10 of the present embodiment, the agent using the agent terminal 10 has the other within the affirmative period in which one of the authentications is affirmed in the cyclically repeated iris authentication and voice authentication. Only when the authentication is affirmed, specific information such as customer data can be recognized via the head-mounted display 18 that can be worn by the agent. As a result, it prevents a third party other than the authorized agent from accidentally seeing the specific information or intentionally making it accessible.

In FIG. 1, the contact center 14 describes only the hardware configurations such as the customer database 14a (customer DB), the application server 14b, the authentication server 14c, and the authentication database 14d (authentication DB). It is also possible for agents to respond to customers. When the agent handles customers in the contact center 14, the agent terminal 10 used in the home office 16 as described below is not always necessary on the premise that the security of the contact center 14 is sufficient. , A terminal that can realize a certain level of security is available. Further, although a plurality of home offices 16 (agent terminals 10) can be connected to the contact center 14, the other home offices 16 are not shown in FIG. 1.

The customer database 14a holds, for example, customer data registered in advance by a customer who has purchased a product for each customer. The customer data can be, for example, a customer number, name, address, telephone number, email address, credit card number, credit card expiration date, product list used, inquiry history, etc., but is not limited to this and can be changed as appropriate. It is possible. It should be noted that the security is improved by storing and managing specific information such as customer data in the contact center 14 instead of the agent terminal 10.

When the authentication for confirming that the person using the agent terminal 10 of the home office 16 is a legitimate agent authorized to use the agent terminal 10 is affirmed, the application server 14b uses the agent terminal 10 Execute the application start permission required when executing customer service operations on the side. If the authentication is affirmed, the application server 14b can transmit the specific information (customer data, etc.) acquired from the customer database 14a to the agent terminal 10 via the Internet network 12. In addition, the application server 14b can send and receive various information to and from the plurality of agent terminals 10.

The authentication server 14c performs an authentication process at the agent terminal 10 of the home office 16 in order to determine whether or not the person wearing the head-mounted display 18 is a legitimate agent who is permitted to use the agent terminal 10. Execute. The authentication server 14c of the present embodiment can execute a voice authentication process and a voiceprint authentication process as the voice authentication process in addition to the iris authentication process. Then, in order to improve the reliability of the authentication, the agent attaches specific information (customer data, confidential information, etc.) as if the authentication was affirmed only when both the iris authentication and the voice authentication were affirmed. It is displayed on the head-mounted display 18. For example, when voice authentication (at least one of voice authentication and voiceprint authentication) is affirmed during the affirmation period of iris authentication, specific information among the information acquired from the contact center 14 can be displayed on the head-mounted display 18. .. In another example, the head-mounted display 18 displays specific information among the information acquired from the contact center 14 when the iris authentication is affirmed during the affirmative period of voice authentication (at least one of voice authentication and voiceprint authentication). Make it displayable. That is, when at least one of the iris authentication and the voice authentication is denied, the specific information is not displayed on the head-mounted display 18 (display is prohibited), the confidentiality of the specific information is maintained, and the security is easily improved. be able to.

The authentication server 14c has iris information obtained by capturing the iris of the eyes of a person wearing the head-mounted display 18 by the imaging unit of the head-mounted display 18, and agent information registered in advance as a regular agent for each agent terminal 10. The iris authentication is performed by collating the reference iris information as. A well-known technique can be used for iris recognition, and detailed description thereof will be omitted. Further, the authentication server 14c executes voice authentication of a person who uses the head-mounted display 18 and the agent terminal 10 to which the head-mounted display 18 is connected. In the case of the present embodiment, the voice authentication can execute the first voice authentication and the second voice authentication.

In the first voice authentication, at least one of the authentication character (for example, specific phrase, utterance content, etc.) and the authentication diagram (for example, design, etc.) specified by the authentication server 14c is displayed on the head-mounted display 18. Have a person wearing the head-mounted display 18 speak. Then, the degree of agreement between the authentication characters (for example, a specific phrase, the utterance content, etc.) displayed on the head-mounted display 18 and the utterance content of the person wearing the acquired head-mounted display 18 is calculated. In addition, the degree of agreement with the utterance content of the person wearing the head-mounted display 18 acquired as an answer to the authentication diagram (for example, the design) displayed on the head-mounted display 18 is calculated. Then, when the degree of matching is equal to or higher than a predetermined threshold value, the person wearing the head-mounted display 18 is regarded as a legitimate agent and the authentication is affirmed. In the case of authentication for the characters, the contents displayed on the head-mounted display 18, for example, "Hello, this is a contact center." And only if the same speech has been made, the positive authentication. Further, in the case of the authentication diagram, for example, when "red shoes" are displayed on the head-mounted display 18, the authentication is affirmed only when "red shoes" are spoken as the answer. The reliability of authentication can be further improved by changing the authentication characters and the authentication diagram each time the authentication is performed.

The second voice authentication is voiceprint authentication. In the case of the first voice authentication, whether or not the person wearing the head-mounted display 18 is a legitimate agent is authenticated according to the degree of matching of the utterance contents. In the case of the second voice authentication, the voiceprint of the person wearing the agent terminal 10 is further collated with the reference voiceprint information registered in advance in the authentication server 14c as a legitimate agent for each agent terminal 10. Then, the person wearing the head-mounted display 18 only when the voiceprints match (matching degree equal to or higher than a predetermined threshold value) is a legitimate agent who is permitted to use the agent terminal 10 and the head-mounted display 18. Authenticate.

Since the iris recognition can be executed at all times while the head-mounted display 18 is worn, it can be executed in a relatively short cycle, for example, a cycle of 1 to 10 seconds or less. By executing the iris authentication in a short cycle, the fraud prevention property can be further improved and the reliability of the agent terminal 10 can be improved.

On the other hand, in the case of voice authentication, the first sound authentication can be executed at the timing when customer correspondence is started. For example, in the case of voice authentication using an authentication character (for example, a specific phrase), when starting customer service, the authentication character (specific phrase) is specifically displayed as a part of a natural conversation on the head-mounted display 18 The authentication process can be executed by having the person wearing the device speak. As a result, voice authentication can be performed without being recognized by customers and agents. Further, even if there is a third party around, it is possible to make it difficult for the third party to notice that the voice authentication is being executed, which can contribute to the improvement of security. When a line diagram for authentication (for example, a design, etc.) is displayed and voice authentication is performed by utterance at the time of reply, it is desirable to execute it before the start of customer service or at a timing when the customer does not hear it. Further, the voiceprint authentication, which is the second voice authentication, can be executed at any timing as long as the person (agent) wearing the head-mounted display 18 is speaking. Therefore, for example, the first authentication is executed. It can be executed at times or during a conversation with a customer. Depending on the content of the inquiry from the customer, the agent may think or search for necessary information, and the non-conversation state (no utterance state) may continue for a while. Assuming such a case, the voice authentication processing cycle (particularly voiceprint authentication) can be executed in a relatively long cycle, for example, a 5-minute cycle. The processing cycle of voice authentication is an example, and the length can be adjusted. Further, in another embodiment, when the non-conversation state continues beyond the processing cycle of voice authentication, the authentication character (for example, a specific phrase) and the authentication diagram (for example, a design) are used even while dealing with the customer. A person (agent) wearing the head-mounted display 18 may be forced to speak.

Therefore, in the embodiment, the iris recognition period in which the affirmation of the iris recognition is valid when the iris recognition is affirmed and the voice authentication period in which the affirmation of the voice authentication is valid when the voice authentication is affirmed are the same period. Alternatively, the iris recognition period and the voice recognition period may be different.

The authentication database 14d holds agent information registered as a legitimate agent for each agent terminal 10. The agent information includes, for example, general data such as an employee number, name, affiliation, and corresponding field for each agent, as well as iris information and voiceprint information for each agent. Further, when executing the first voice authentication, the authentication characters (for example, specific phrases, utterance contents, etc.) to be spoken by the person wearing the head-mounted display 18 and the authentication as a question to the person wearing the head-mounted display 18 are used. It holds a diagram (for example, a design) and an example of its answer.

The agent terminal 10 can be configured by, for example, a personal computer having hardware such as a processor and a memory. More specifically, each functional module is realized by the processor of the agent terminal 10 reading and executing a program stored in a memory such as a storage unit. Examples of various functional modules include a device input unit 20, a device output unit 22, a goggle input unit 24, a goggle output unit 26, an authentication unit 28, a data acquisition unit 30, a communication unit 32, and the like. Functional modules such as the device input unit 20, the device output unit 22, the goggles input unit 24, the goggles output unit 26, the authentication unit 28, the data acquisition unit 30, and the communication unit 32 are realized by dedicated hardware (circuit). You may.

The device input unit 20 receives an input signal from, for example, a keyboard 20a or a mouse 20b as an input device connected to the agent terminal 10 by wire or wirelessly. By the input operation using the keyboard 20a and the mouse 20b, the agent operates the agent terminal 10, and causes the agent terminal 10 to execute, for example, search processing and display processing of information necessary for customer service operations. Further, the device output unit 22 displays information other than specific information, for example, general data other than customer data which is regarded as confidential information, among the information obtained as a result of search processing and display processing by the agent terminal 10. Display on (for example, desktop monitor). The general data can be information for answering inquiries from customers, for example, information such as a person who explains how to handle the equipment used by the customer and past correspondence examples. The display device 22a may be covered with a transparent operation input unit such as a touch panel. In this case, the agent can visually recognize the image displayed on the display device 22a via the operation input unit. Further, the agent inputs an operation signal to the device input unit 20 by touching, pushing, or moving the operation input unit with a finger or the like at a position corresponding to the image displayed on the display device 22a. Can be executed.

The goggle input unit 24 transmits a request signal for acquiring iris information (iris image) for executing iris authentication to the head mount display 18 according to the authentication request from the authentication unit 28, and also transmits the request. Accepts input of iris information acquired based on the signal. Further, the goggle input unit 24 inputs voice information of a person wearing the head-mounted display 18 in order to execute voice authentication from a microphone provided on the head-mounted display 18 or the like in accordance with an authentication request from the authentication unit 28. Accept.

The goggle output unit 26 head-mounts, for example, at least one of the authentication character and the authentication diagram for making a person wearing the head-mounted display 18 speak for voice authentication according to the authentication request of the authentication unit 28. It is displayed on the display 18. Further, the goggle output unit 26 provides specific information (when the authentication of the person wearing the head-mounted display 18 is affirmed, that is, when both the iris authentication and the voice authentication are authenticated and the person is authenticated as a legitimate agent. For example, customer data) is displayed on the head-mounted display 18.

As an example, FIG. 2 shows a schematic perspective view of a glasses-type head-mounted display 18. The head-mounted display 18 shown in FIG. 2 is, for example, an optical transmissive type, and the lens 18a is composed of, for example, a half mirror, and a person (for example, an agent) who uses the head-mounted display 18 wears the head-mounted display 18 on his / her face. The situation (for example, the display content of the display device 22a) can be visually recognized. Further, the head-mounted display 18 can project an image as a virtual image inside the lens 18a, for example, and can display necessary information (for example, specific information) in the field of view of the agent. In another example, a projector provided on the frame 18b or the like of the head-mounted display 18 displays necessary information in the field of view of the agent by retinal projection that forms an image on the retina of the agent's eye. You may. In another example, an image may be projected onto a light guide plate arranged in the vicinity of the lens 18a to provide necessary information such as specific information in the field of view of the agent. Further, as another form of the head-mounted display 18, the so-called "VR goggles" that make the lens 18a opaque and cover at least the eyes of the agent may be used. In this case, it is possible to display specific information (for example, customer data) together with the information (for example, general data) displayed on the display device 22a inside the lens 18a. In this case, the display device 22a may be omitted. As the image projection method on the head-mounted display 18, a well-known technique can be used, and detailed description thereof will be omitted.

The head-mounted display 18 of the present embodiment is provided with an imaging unit 34 for acquiring iris information (iris image) of the eyes of a person (for example, an agent) wearing the head-mounted display 18. The image pickup unit 34 can be, for example, a digital camera incorporating an image pickup element such as a CCD (Charge Coupled Device) or a CIS (CMOS image sensor). In the case of the head-mounted display 18 shown in FIG. 2, as an example, the imaging unit 34 is arranged above the frame 18b that holds the left and right lenses 18a of the head-mounted display 18, but the person wearing the head-mounted display 18 Any position may be used as long as the iris information of the eye can be obtained. For example, it may be provided on a flange provided separately from the frame 18b of the head-mounted display 18, or may be provided on the lens 18a. In the case of FIG. 2, two are provided so that the iris information of the left and right eyes of the person wearing the head-mounted display 18 can be acquired, but as one, the iris information of one of the eyes is acquired. You may. The imaging unit 34 images the eyes of a person wearing the head-mounted display 18 based on the request signal transmitted by the goggles input unit 24 according to the authentication request of the authentication unit 28, acquires iris information, and sequentially inputs goggles. The acquired iris information is transmitted to the unit 24.

Further, the head-mounted display 18 includes a microphone 36 that acquires voice information (for example, voice information, voiceprint information, etc.) used for voice authentication of a person (for example, an agent) wearing the head-mounted display 18. In the case of the head-mounted display 18 shown in FIG. 2, an example of arranging the head-mounted display 18 on the side of the frame 18b is shown, but the microphone 36 may be arranged at the tip of the microphone arm extending from the frame 18b toward the mouth of the agent. A microphone 36 may be provided separately from the head-mounted display 18.

The head-mounted display 18 further includes a mounting sensor 38 that detects that the head-mounted display 18 has been removed from the agent's face. As long as the mounting sensor 38 is a sensor that detects that the agent has moved away from the face (head), the type of sensor can be appropriately selected. For example, a mechanical switch may be used, or a capacitance type sensor. A photoelectric sensor, a pressure sensor, or the like may be used. Further, the mounting sensor 38 may be a gravity sensor or the like, and when it detects that the head-mounted display 18 has moved beyond the normal use state, it considers that it has been removed from the agent's face (head) and outputs a detection signal. It may be output. As will be described later, when the wearing sensor 38 detects that the head-mounted display 18 is separated from the agent's face (head), the authentication unit 28 immediately denies (invalidates) the agent's authentication, for example.

As shown in FIG. 2, the head-mounted display 18 is electrically connected to the agent terminal 10 by a cable 40, and the iris information acquired by the imaging unit 34, the voice information acquired by the microphone 36, and the wearing sensor 38 are acquired. The wearing information and the like are transmitted to the goggle input unit 24 of the agent terminal 10. Further, the head-mounted display 18 causes an agent to speak for voice authentication via a cable 40, for example, display information for displaying at least one of an authentication character and an authentication diagram on the head-mounted display 18, and an agent. When the authentication of the above is affirmed, the specific information (for example, customer data) to be displayed on the head-mounted display 18 is received. The electrical connection between the head-mounted display 18 and the agent terminal 10 is preferably a cable connection for security reasons, but may be executed by wireless communication as long as sufficient security can be ensured.

Returning to FIG. 1, the authentication unit 28 detects in real time whether or not the head-mounted display 18 is being used by a legitimate agent registered in the contact center 14 in a state where sufficient security is ensured. It includes an authentication unit 28a and a voice authentication unit 28b. When executing the iris authentication and the voice authentication, the authentication unit 28 causes the head mount display 18 to acquire the iris information and the voice information for the authentication via the goggle input unit 24, and obtains the acquired iris information and the voice information. It is transmitted to the authentication server 14c of the contact center 14 via the Internet network 12 via the communication unit 32 to execute the authentication process. Further, the authentication unit 28 acquires the authentication result of the authentication server 14c via the Internet network 12 via the communication unit 32, provides the data acquisition unit 30, and decides whether to display the specific information on the head-mounted display 18. Let me. In addition, when the authentication server 14c authenticates that the person wearing the head-mounted display 18 is a legitimate agent, the authentication unit 28 launches an application for customer support with the permission of the application server 14b. It is displayed on the display device 22a.

The iris recognition unit 28a acquires the iris information of the eyes of a person (for example, an agent) wearing the head-mounted display 18 at a predetermined iris information processing cycle, for example, every 1 to 10 seconds or less. , The request signal is sent to the image pickup unit 34 of the head-mounted display 18 via the goggle input unit 24. Further, when the iris authentication unit 28a receives the iris information acquired by the imaging unit 34 in response to the request signal via the goggles input unit 24, the iris authentication unit 28a provides the iris information to the communication unit 32. Then, the communication unit 32 transmits the iris information to the contact center 14 via the Internet network 12. On the contact center 14 side, the authentication server 14c executes the iris authentication process of the person wearing the head-mounted display 18 based on the iris information transmitted from the agent terminal 10 side.

Further, the voice authentication unit 28b acquires voice information of a person (for example, an agent) wearing the head-mounted display 18 every 5 minutes in a predetermined voice information processing cycle. The voice authentication unit 28b of the present embodiment executes two types of voice authentication (first voice authentication, second voice authentication) as described above. One is to confirm that the agent is a legitimate agent who is authorized to use the agent terminal 10 (head-mounted display 18) when first having a conversation with the customer who inquired (received by telephone or the like). Voice authentication (first voice authentication). In this case, the voice authentication unit 28b causes the head-mounted display 18 to execute an utterance request display such that a person (for example, an agent) wearing the head-mounted display 18 speaks a specific word via the goggles output unit 26. .. The utterance request display is displayed on the lens 18a of the head-mounted display 18 so that it can be visually recognized only by the person wearing the head-mounted display 18, for example, as shown in FIG. In the example of FIG. 3, for example, the message 42a "Please speak" and the arrow 42b indicating the position where the utterance content is displayed are displayed on the lens 18aL on the left side. In addition, on the right side of the lens 18aR, as the speech content, for example, "Hello, this is the contact center." As such, it is possible to be content to speak to the beginning of the general conversation. In this case, the utterance content for voice authentication is changed for each customer, and each time the customer is replaced, the voice authentication of a person (for example, an agent) wearing the head-mounted display 18 is performed, and the head-mounted display 18 is mounted. This can be done using utterance content that only a person (for example, an agent) can know. For example, if the customer service is in the morning, "It's Good morning, Kontakusenta." And, if the customer service is of the afternoon, and "Hello, this is Kontakusenta.", In the case of the night, "Good evening, is Kontakusenta. Can be changed to. Further, before the start of customer service, the microphone 36 used by the agent (for example, built in the head-mounted display 18) may be made to speak for volume check. The first sound authentication may be executed at the time of this volume check. For example, "Check the volume of the microphone. Say" XX ". , An authentication character (for example, a specific phrase) may be spoken. Further, when the customer correspondence is assigned from the contact center 14, the first sound authentication may be executed when the utterance to understand the customer response is made. In this way, by making the utterance each time there is an incoming call (telephone) from the customer, the agent can be authenticated for each customer, which can contribute to the improvement of security.

After confirming that the voice authentication unit 28b is a legitimate agent authorized to use the agent terminal 10 (head-mounted display 18) by voice authentication at the start of customer service, as described above, as described above. Voice authentication is performed in a relatively long cycle (for example, a 5-minute cycle). In this case, if the authentication characters (for example, specific phrase, utterance content, etc.) are spoken during the conversation with the customer, or the answer to the authentication diagram is spoken, the conversation may become unnatural. .. Therefore, when the voice authentication unit 28b once affirms the authentication by the first voice authentication, the voice authentication unit 28b executes the second voice authentication, that is, the voiceprint authentication in the subsequent voice authentication. In this case, voiceprint authentication can be executed by utterance during conversation of a person (for example, an agent) wearing the head-mounted display 18. The second voice authentication (voiceprint authentication) may be executed at the same time as the first voice authentication (voice authentication) at the start of customer service, and in this case, the reliability of the authentication can be improved.

When the customer correspondence is assigned from the contact center 14 (when there is an incoming call), the data acquisition unit 30 allows a person using the agent terminal 10 (head-mounted display 18) to the authentication unit 28. Make an authentication request to confirm whether the agent is a legitimate agent. If, as a result of authentication, it can be confirmed that the person using the agent terminal 10 (head-mounted display 18) is an authorized legitimate agent, the customer via the communication unit 32 and the Internet network 12. Specific information (for example, customer data) is acquired from the database 14a and provided to the head-mounted display 18 via the goggles output unit 26. That is, the data acquisition unit 30 functions as a control unit that manages the display / non-display of specific information.

FIG. 4 shows the identification displayed on the lens 18a of the head-mounted display 18 when it can be confirmed that the person using the agent terminal 10 (head-mounted display 18) is an authorized legitimate agent. This is a display example of information (for example, customer data). In the case of the example shown in FIG. 4, for example, the customer's name, address, date of birth, and membership number are displayed as the specific information 44 on the lens 18aR. The specific information 44 displayed on the lens 18a is displayed at a position that does not obstruct the view of the agent wearing the head-mounted display 18. In addition, the display position, display item, display number, and the like may be appropriately selected and changed by the agent. For example, it can be set and changed using the keyboard 20a and the mouse 20b. Further, when the specific information 44 is displayed first, all the items may be displayed, and then the display items may be reduced by selecting the agent, or the higher priority item may be automatically selected. It may be displayed. When the head-mounted display 18 includes a line-of-sight input device, the display position, display items, number of displays, and the like may be selected and determined by the line-of-sight input operation of the agent wearing the head-mounted display 18. Further, the data acquisition unit 30 may change the display color, blink the data, or change the display mode as appropriate so that the agent can easily recognize the necessary customer data according to the content of the conversation with the customer. Further, the data acquisition unit 30 may switch between display and non-display by operating an agent equipped with the head-mounted display 18.

The data acquisition unit 30 includes various general data via the Internet network 12 via the communication unit 32, for example, product data, manuals, customer service examples, etc. held in a database (not shown) on the contact center 14 side. Is acquired and displayed on the display device 22a via the device output unit 22. The data acquisition unit 30 can also acquire various external information on the Internet network 12 via the Internet network 12 and display it on the display device 22a. Further, general data may be stored in a storage device (not shown) on the agent terminal 10 side.

The communication unit 32 is connected to the authentication unit 28 and the data acquisition unit 30, and transmits / receives various data to / from the contact center 14 via the Internet network 12.

The flow charts exemplified in FIGS. 5 and 6 showing the flow of authentication processing and the flow of display processing of specific information (for example, customer data) configured in this way will be described. Note that FIG. 5 is a flowchart for explaining the first half of the process, and FIG. 6 is a flowchart for explaining the second half of the process. In the flowcharts shown in FIGS. 5 and 6, when there is an incoming call from a customer and, for example, a positive result of iris authentication is obtained, the authentication unit 28 is permitted to start an application for customer support from the application server 14b. , It is assumed that the customer correspondence screen is displayed on the display device 22a.

First, when the contact center 14 receives an incoming call for an inquiry from a customer, the contact center 14 selects a compatible agent terminal 10 and calls the selected agent terminal 10. Then, when the agent terminal 10 receives an incoming call (Yes in S100), the data acquisition unit 30 authenticates the authentication unit 28 in order to authenticate the person using the agent terminal 10 (head-mounted display 18). Request processing (S102). When the authentication unit 28 receives the authentication request from the data acquisition unit 30, the iris authentication unit 28a first requests the head-mounted display 18 to acquire the iris image (iris information) via the goggle input unit 24. (S104). When the imaging unit 34 of the head-mounted display 18 receives the iris image acquisition request, it acquires the iris image of the eyes of the person wearing the head-mounted display 18 and transmits it to the goggles input unit 24 (S106). When the iris authentication unit 28a acquires the iris image via the goggle input unit 24, the iris authentication unit 28a transmits the iris image to the authentication server 14c of the contact center 14 via the Internet network 12 via the communication unit 32, and the authentication server 14c sends the iris image. The authentication process is executed (S108).

When the authentication server 14c affirms the iris authentication by the iris image acquired from the agent terminal 10 side (Yes in S110), the application server 14b sends the affirmative result of the iris authentication of the agent terminal 10 that has transmitted the iris image. It is transmitted to the authentication unit 28. When the authentication unit 28 obtains the affirmative result of the iris authentication, the authentication unit 28 starts the iris authentication timer that determines the expiration date of the iris authentication (S112). The iris authentication timer can be set to, for example, 10 seconds, but can be changed as appropriate. Subsequently, the voice authentication unit 28b determines whether or not the first voice authentication (voice authentication) has been executed (S114), and if the first voice authentication has not yet been executed (No in S114), that is, this time. If the voice authentication unit 28b has not yet had a conversation with the corresponding customer, the voice authentication unit 28b displays an authentication character (for example, a specific phrase, utterance content, etc., see FIG. 3) on the head mount display 18 via the goggle output unit 26, or A voice request image such as an authentication diagram (for example, a design) is displayed (S116). Then, when the voice authentication unit 28b acquires the voice information of the person wearing the head mount display 18 via the goggle input unit 24, the voice information is transmitted to the authentication server 14c via the Internet network 12 via the communication unit 32. Then, the authentication server 14c executes voice processing (voice authentication) (S118). If the first voice authentication has already been executed in S114 (Yes in S114), the step in S116 is skipped. In this case, the second voice authentication (voiceprint authentication) is executed in S118.

Then, when the voice authentication process in S118 is affirmed within the iris authentication period (before the iris authentication timer is up) (Yes in S120), the iris authentication timer is temporarily reset (S122). In this case, an image (countdown display, remaining time display bar, etc.) indicating the remaining period of the iris recognition period may be displayed on the lens 18a of the head-mounted display 18.

Then, the authentication server 14c notifies the application server 14b of the authentication success notification and the authentication key (S124), and the application server 14b acquires the acquired authentication success notification and the authentication key as data of the agent terminal 10 to be authenticated. It is transmitted to the unit 30. Then, the data acquisition unit 30 that has acquired the authentication success notification and the authentication key requests the customer data from the application server 14b (S126). Then, the application server 14b acquires the customer data of the customer that the agent wearing the head-mounted display 18 is responding to from the customer database 14a (S128), and transmits the customer data to the data acquisition unit 30 of the agent terminal 10 to be authenticated. As a result, the data acquisition unit 30 causes the head-mounted display 18 to display customer data via the goggles output unit 26 (S130). In this case, the data acquisition unit 30 activates the display timer that allows the display of customer data (S132). A display timer that allows the customer data to be displayed on the head-mounted display 18 shall be timed up in, for example, 5 seconds. If the display timer is not up (No in S134), the process returns to S130 and the display of customer data is continued. On the other hand, in S134, when the display timer time-ups (Yes in S134), it returns to S102, the iris authentication process and the voice authentication process are re-executed, and only when both authentications are affirmed, the customer data as specific information. Is displayed on the head-mounted display 18. In this case, voice authentication is performed by voiceprint authentication.

In S120, if the voice authentication process is not affirmed within the iris authentication period (before the iris authentication timer is up) (No in S120), the iris authentication timer is temporarily reset (S136). Then, the authentication server 14c notifies the application server 14b of the authentication denial notification (S138), and the application server 14b transmits the authentication denial notification to the data acquisition unit 30 of the agent terminal 10 to be authenticated. When the data acquisition unit 30 is currently displaying specific information (customer data, etc.) (Yes in S140), the data acquisition unit 30 hides the display of the specific information (customer data) on the head-mounted display 18 via the goggle output unit 26. (S142). Further, the data acquisition unit 30 executes an authentication denial display on the head-mounted display 18 (S144), and temporarily ends this flow. The authentication negative display can be, for example, a message such as "Data cannot be displayed because the authentication is not established" on the lens 18a of the head-mounted display 18. In another example, the data display area of the head-mounted display 18 may be blacked out. In S140, if the head-mounted display 18 does not display specific information such as customer data (No in S140), the step in S142 is skipped.

Further, in S110, when the iris authentication is not affirmed (No in S110), for example, when the head-mounted display 18 connected to the agent terminal 10 to be authenticated is worn by a person who is not a legitimate agent, or when the head is worn. If the mounted display 18 is not attached, the process proceeds to S138 and the authentication denial process after S138 is executed. Whether or not the head-mounted display 18 is mounted can be determined based on the output result of the mounting sensor 38 provided on the head-mounted display 18. In S100, when there is no incoming call (No in S100), the flows of FIGS. 5 and 6 are not executed. In this case, the head-mounted display 18 and the agent terminal 10 may not be activated.

As described above, in the case of the agent terminal 10 for the contact center system of the present embodiment, when voice authentication (at least one of voice authentication and voice print authentication) is affirmed during the affirmative period of iris authentication, it is acquired from the contact center 14. Specific information (customer data, etc.) is displayed on the head mount display 18. As a result, when at least one of iris authentication and voice authentication is denied, the specific information is not displayed on the head-mounted display 18 (display is prohibited), the confidentiality of the specific information is maintained, and the security can be easily improved. Can be planned. Further, as described above, since the iris authentication and the voice authentication are performed during the normal business of the agent, the agent can continue the business without being aware that a plurality of authentication processes are being executed. As a result, even when a plurality of authentications are executed, the operation for authentication is reduced, the handling of the agent terminal 10 (head-mounted display 18) becomes easy, and it is possible to contribute to the improvement of business efficiency.

In the flowchart shown in FIG. 5, specific information (customer data) among the information acquired from the contact center 14 when voice authentication (at least one of voice authentication and voice print authentication) is affirmed during the affirmative period of iris authentication. Etc.) is shown on the head-mounted display 18. In another embodiment, the head-mounted display 18 displays specific information among the information acquired from the contact center 14 when the iris recognition is affirmed during the affirmative period of voice authentication (at least one of voice authentication and voiceprint authentication). You may let it. In this case as well, if at least one of iris authentication and voice authentication is denied, the specific information is not displayed on the head-mounted display 18 (display is prohibited), the confidentiality of the specific information is maintained, and security can be easily improved. Can be planned.

Further, since the iris authentication unit and the voice authentication unit each periodically repeat the authentication process, if the authentication of either one is denied, the display of the specific information on the head-mounted display 18 is immediately stopped (prohibited). Therefore, it is possible to reliably maintain the security of specific information.

Further, when the iris authentication unit 28a and the voice authentication unit 28b detect that the head-mounted display 18 has come off the head of the agent, the iris authentication unit 28a and the voice authentication unit 28b immediately non-execute the authentication process. In this case, for example, the display of specific information can be immediately terminated (prohibited) without having the determination of the authentication server 14c on the contact center 14 side, so that security can be easily maintained.

In the above-described embodiment, an example of displaying / hiding specific information when a customer makes an inquiry by telephone is shown, but the inquiry from the customer may be, for example, chat. In addition, when inquiries from customers are made by means such as e-mail, web, fax, etc. that do not involve conversation, voice authentication should be carried out regularly using authentication characters and authentication diagrams. You may. In this case, the utterance at that time is not heard by the customer, so there is no inconvenience.

Although some embodiments of the present invention have been described above, the above-described embodiments and modifications are merely examples, and the scope of the invention is not intended to be limited. The above-described embodiment can be implemented in various forms, and various omissions, replacements, and changes can be made without departing from the gist of the invention. The above-described embodiment and its modifications are included in the scope and gist of the invention, and are included in the scope of the invention described in the claims and the equivalent scope thereof.

10 Agent terminal 14 Contact center 14a Customer database (DB)
14b App server 14c Authentication server 14d Authentication database (DB)
16 Home office 18 Head-mounted display 18a, 18aL, 18aR Lens 20 Device input unit 22 Device output unit 24 Goggles input unit 26 Goggles output unit 28 Authentication unit 28a Iris recognition unit 28b Voice authentication unit 30 Data acquisition unit (control unit)
32 Communication unit 34 Imaging unit 36 Microphone 38 Wearing sensor

Claims (5)

Based on the iris information of the agent's eyes acquired from the attached head-mounted display, the iris authentication unit that executes the iris authentication process of the agent, and the iris authentication unit.
A voice authentication unit that executes at least one of the voice authentication process and the voiceprint authentication process of the agent equipped with the head-mounted display.
When at least one of the voice authentication and the voice print authentication by the voice authentication unit is affirmed during the affirmation period of the iris authentication by the iris authentication unit, specific information among the information acquired from the contact center is displayed on the head mount display. Control unit and
Agent terminals for contact center systems, including. A voice authentication unit that executes at least one of the voice authentication process and the voiceprint authentication process of the agent's voice acquired from the attached head-mounted display.
An iris recognition unit that executes the iris recognition process of the agent equipped with the head-mounted display,
When the iris authentication by the iris authentication unit is affirmed during at least one affirmative period of the voice authentication and the voice print authentication by the voice authentication unit, specific information among the information acquired from the contact center is displayed on the head mount display. Control unit and
Agent terminals for contact center systems, including. The agent terminal for a contact center system according to claim 1 or 2, wherein the iris authentication unit and the voice authentication unit each periodically repeatedly execute an authentication process. The voice authentication unit has the head-mounted display displaying at least one of an authentication character and an authentication diagram for executing at least one of the voice authentication and the voiceprint authentication, according to claims 1 to 3. The agent terminal for the contact center system according to any one of the items. The iris authentication unit and the voice authentication unit do not execute the authentication process when the head-mounted display detects that the head-mounted display has come off the head of the agent, according to any one of claims 1 to 4. Agent terminal for the described contact center system.

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