JP2021106433A - Control device, control system, control method, and program - Google Patents

Abstract

To improve accuracy in connection destination control.SOLUTION: A control device for controlling connection between one or more first terminal devices and one or more second terminal devices includes: estimation means for estimating a connection destination based on control information to estimate the connection destination corresponding to an inquiry content from the first terminal device; request means for transmitting a connection request to the second terminal device corresponding to a connection destination estimated by the estimation means; and update means for updating the control information in accordance with a power incoming operation or a transfer operation in the second terminal device that has received the connection request.SELECTED DRAWING: Figure 1

Description

The present invention relates to control devices, control systems, control methods and programs.

In call center systems and the like, a technique called interactive voice response (IVR) that reproduces a recorded message in response to a dial operation of a caller is used.

In a call center using IVR, for example, by repeating a recorded message such as "For inquiries about XX, please press dial △△" several times, the content of the inquiry is narrowed down (for example, is it an inquiry about charges? , Is it an inquiry about a failure, etc.).

On the other hand, in a call center using IVR, for example, a recorded message such as "For other inquiries, please press dial XX. We will connect you directly to the operator." Is played for the first time, and the inquiry content cannot be narrowed down. It may be connected to the operator as it is.

Japanese Unexamined Patent Publication No. 2004-304612

On the other hand, for example, by playing a recorded message such as "Please tell me the content of the inquiry" for the first time and then recognizing the voice uttered by the caller using voice recognition technology, the content of the inquiry can be met. There is a technology to control the connection destination so that it can be connected to the appropriate operator.

However, with the above techniques, there are cases where an inappropriate operator is connected. For example, as a result of voice recognition, since it was an "inquiry about charges", it was connected to the operator in charge of charges, but it is correct that it was an "inquiry about operations" on the charge display screen of the smartphone.

Therefore, the disclosed technology aims to improve the accuracy of connection destination control.

The disclosed technique is a control device that controls a connection between one or more first terminal devices and one or more second terminal devices, and responds to inquiries from the first terminal device. An estimation means for estimating the connection destination based on control information for estimating the connection destination, and a request means for transmitting a connection request to the second terminal device corresponding to the connection destination estimated by the estimation means. It has an update means for updating the control information in response to a power receiving operation or a transfer operation in the second terminal device that has received the connection request.

The accuracy of connection destination control can be improved.

It is a figure which shows an example of the system configuration of the connection destination control system which concerns on this embodiment. It is a figure which shows an example of the functional structure of the connection destination control system which concerns on this embodiment. It is a sequence diagram which shows an example of the process which controls a connection destination. It is a figure which shows an example of the control information. It is a figure which shows an example of the operator screen. It is a figure explaining an example of learning of control information. It is a figure which shows an example of the operator information. It is a sequence diagram which shows another example of the process which controls a connection destination. It is a figure explaining another example of learning of control information. It is a figure which shows an example of history information. It is a figure which shows another example of control information. It is a figure which shows another example of the operator screen.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.

<System configuration>
First, the system configuration of the connection destination control system 1 according to the present embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of a system configuration of the connection destination control system 1 according to the present embodiment.

As shown in FIG. 1, the connection destination control system 1 according to the present embodiment has a system environment E in a call center or the like and a plurality of user terminals 30. The system environment E includes a control device 10 and a plurality of operator terminals 20. Further, the system environment E and the user terminal 30 are connected to each other so as to be able to communicate with each other via the telephone network N.

The user terminal 30 is a fixed telephone, a mobile phone, a smartphone, a tablet terminal, a PC (personal computer) or the like on which a call application or the like is installed, which is used by a call center user. A call center user can use the user terminal 30 to make, for example, inquiries about mobile phone charges, product contents, product failures, product operation methods, and the like.

The operator terminal 20 is a PC or the like used by a call center operator. The operator uses the operator terminal 20 to respond to inquiries from users of the call center.

Here, the operator terminal 20 is classified into a plurality of groups according to the content of the inquiry in charge. For example, the operator terminal 20 includes a group # 1 in charge of "inquiries about charges", a group # 2 in charge of "inquiries about product contents", a group # 3 in charge of "inquiries about failures", and an "operation method". It is classified into group # 4 in charge of "inquiries about".

Hereinafter, the operator terminal 20 will be described as being classified into four groups, groups # 1 to group # 4. However, the present invention is not limited to this, and the operator terminals 20 may be classified into any number of groups.

In the following, the operator terminals 20 classified into groups # 1, group # 2, group # 3 and group # 4 will be referred to as "operator terminal 20-1", "operator terminal 20-2" and "operator terminal 20-", respectively. Also referred to as "3" and "operator terminal 20-4".

The control device 10 controls the connection destination to be connected to the user terminal 30 according to the content of the inquiry from the user terminal 30.

That is, the control device 10 is classified into any of groups # 1 to group # 4 by using artificial intelligence (AI) technology such as machine learning according to the content of an inquiry from the user terminal 30. It is estimated whether the operator terminal 20 is the connection destination. Then, the control device 10 transmits a connection request to the operator terminals 20 classified into the estimated group.

Further, the control device 10 learns the connection destination estimation by using artificial intelligence technology such as machine learning in response to the operation (power receiving operation or transfer operation) of the operator terminal 20.

<Functional configuration>
Next, the functional configuration of the connection destination control system 1 according to the present embodiment will be described with reference to FIG. FIG. 2 is a diagram showing an example of the functional configuration of the connection destination control system 1 according to the present embodiment.

As shown in FIG. 2, the user terminal 30 according to the present embodiment has a call processing unit 301. The call processing unit 301 is realized by processing one or more programs installed in the user terminal 30 to be executed by the CPU (Central Processing Unit) of the user terminal 30.

The call processing unit 301 performs various processes related to the voice call. For example, the call processing unit 301 accepts the input of the user's call operation (input of a telephone number, etc.) and communicates with the communication destination according to the telephone number by voice call.

As shown in FIG. 2, the operator terminal 20 according to the present embodiment has an input receiving unit 201, a display control unit 202, and a call processing unit 203. Each of these parts is realized by a process in which one or more programs installed in the operator terminal 20 are executed by the CPU of the operator terminal 20.

The input receiving unit 201 receives inputs of various operations from the operator. For example, the input receiving unit 201 receives inputs for power receiving operations and transfer operations. The power receiving operation is an operation for transmitting a connection response to the control device 10 and causing the operator terminal 20 to start communication by voice communication with the user terminal 30. The transfer operation is an operation for transferring a connection request to an operator terminal 20 classified into another group.

The display control unit 202 displays various screens. For example, the display control unit 202 displays a screen (operator screen) for the operator to perform a power receiving operation or a transfer operation in response to a connection request received from the control device 10.

The call processing unit 203 performs various processes related to the voice call. For example, the call processing unit 203 transmits a connection response to the control device 10 in response to the operator's power receiving operation, and communicates with the user terminal 30 by voice call. Further, for example, the call processing unit 203 transmits a transfer request to the control device 10 in response to the transfer operation of the operator.

As shown in FIG. 2, the control device 10 according to the present embodiment includes an automatic response unit 101, a voice recognition unit 102, a connection destination estimation unit 103, and a connection control unit 104. Each of these parts is realized by a process in which one or more programs installed in the control device 10 are executed by the CPU of the control device 10.

Further, the control device 10 according to the present embodiment has a storage unit 105. The storage unit 105 can be realized by using the storage device of the control device 10 (for example, HDD (Hard Disk Drive), SSD (Solid State Drive), etc.).

The automatic response unit 101 automatically responds to a predetermined voice. For example, the automatic response unit 101 responds with a voice prompting the inquiry content when communication by voice call is started with the user terminal 30. Examples of the voice prompting the inquiry content include "Please tell me the inquiry content".

The voice recognition unit 102 recognizes the voice emitted from the user in response to the response from the automatic response unit 101. That is, the voice recognition unit 102 recognizes the content of the inquiry issued by the user. Then, the voice recognition unit 102 outputs the character string (text) indicated by the voice as the voice recognition result.

The connection destination estimation unit 103 estimates a group to be connected to by using artificial intelligence technology based on the recognition result by the voice recognition unit 102 and the control information 400 stored in the storage unit 105.

Further, the connection destination estimation unit 103 learns the connection destination estimation according to the connection response and the transfer request received from the operator terminal 20. The learning of the connection destination estimation is a process for improving the estimation accuracy of the connection destination group by updating the control information 400.

The connection control unit 104 transmits a connection request to the operator terminals 20 classified into the group estimated by the connection destination estimation unit 103. Further, when the connection control unit 104 receives the connection response from the operator terminal 20, the connection control unit 104 connects the operator terminal 20 and the user terminal 30.

Further, when the connection control unit 104 receives the transfer request from the operator terminal 20, the connection control unit 104 transmits the connection request to the operator terminal 20 classified in the group specified in the transfer request.

The storage unit 105 stores the control information 400, the operator information 500, and the history information 600.

The control information 400 is information in which the recognition result (inquiry content) by the voice recognition unit 102 and the probability of each group in which the operator terminal 20 is classified (probability of being an appropriate group for the inquiry) are associated with each other. The operator information 500 is information about each operator terminal 20 (terminal ID that identifies the operator terminal 20, information on the operator who uses the operator terminal 20, and the like). The history information 600 is information related to the history of learning the connection destination estimation. Specific examples of this information will be described later.

The control information 400, the operator information 500, and the history information 600 do not have to be stored in the same storage device, and may be stored in different storage devices, for example.

<Details of processing>
Next, the details of the processing of the connection destination control system 1 according to the present embodiment will be described.

Hereinafter, a process in which the control device 10 controls the connection destination according to the content of the user's inquiry after the user terminal 30 calls the call center will be described.

(When no transfer operation is performed)
First, a case where the call center operator does not perform the transfer operation will be described with reference to FIG. FIG. 3 is a sequence diagram showing an example of processing for controlling the connection destination.

First, the user terminal 30 transmits a communication request by voice call to the system environment E of the call center in response to a call operation to the call center by the user (step S301). As a result, communication by voice call is started between the user terminal 30 and the control device 10 of the system environment E.

When the automatic response unit 101 of the control device 10 starts communication by voice call with the user terminal 30, it responds with a voice prompting the inquiry content (step S302). For example, the automatic response unit 101 responds with a voice saying "Thank you for calling. Please tell us the contents of your inquiry."

The call processing unit 301 of the user terminal 30 transmits a voice indicating the content of the inquiry issued by the user to the control device 10 (step S303). For example, the call processing unit 301 transmits a voice indicating the content of the inquiry "Well, the telephone bill last month was very high ..." to the control device 10.

The voice recognition unit 102 of the control device 10 recognizes the voice received from the user terminal 30 (step S304). That is, the voice recognition unit 102 recognizes the voice indicating the inquiry content and outputs a character string (text) indicating the inquiry content as the recognition result.

Next, the connection destination estimation unit 103 of the control device 10 connects based on the recognition result by the voice recognition unit 102 (that is, the character string indicating the inquiry content) and the control information 400 stored in the storage unit 105. Estimate the destination group (step S305).

Here, an example of the control information 400 will be described with reference to FIG. FIG. 4 is a diagram showing an example of the control information 400.

As shown in FIG. 4, the control information 400 is associated with the inquiry content and the probability of being an appropriate group for the inquiry content. For example, the inquiry content "last month's telephone bill is high", the probability that group # 1 is appropriate "50%", the probability that group # 2 is appropriate "15%", and the probability that group # 3 is appropriate. "10%" is associated with the probability "25%" that group # 4 is appropriate.

As a result, the connection destination estimation unit 103 may estimate, for example, the group with the highest probability as the connection destination based on the recognition result (character string indicating the inquiry content) by the voice recognition unit 102 and the control information 400. .. For example, if the character string indicating the inquiry content is "Well, the telephone bill for the last month is very high ...", the connection destination estimation unit 103 has the inquiry content similar to the character string "The telephone bill for the last month is high ...". ], The group # 1 having the highest probability of being the connection destination is estimated as the connection destination. Hereinafter, the description will be continued assuming that the connection destination estimated by the connection destination estimation unit 103 is “group # 1”.

The control information 400 may be further associated with, for example, gender, age group (young, middle-aged, elderly) and the like. In this case, the connection destination estimation unit 103 can estimate an appropriate group to be the connection destination according to the gender and age group of the user. The gender, age group, etc. of the user can be specified or estimated using various methods. For example, the voice recognition unit 102 may estimate from the user's voice using the existing voice recognition technology, or may specify it from the user's telephone number (caller's telephone number).

Return to FIG. Following step S304, the automatic response unit 101 of the control device 10 responds to the user terminal 30 with a voice such as "Connect to the person in charge. Please wait for a while." (Step S306).

Next, the connection control unit 104 of the control device 10 transmits a connection request to the operator terminal 20-1 classified in the group # 1 estimated by the connection destination estimation unit 103 (step S307). The connection request includes the recognition result recognized in step S304 above.

The connection control unit 104 transmits a connection request to the operator terminal 20-1, and a call transfer is performed between the control device 10 and the operator terminal 20-1. Further, the voice recognition in step S304 and the connection destination estimation in step S305 are performed using the identification information (call ID or the like) that identifies the call as a key.

Further, the connection control unit 104 may transmit a connection request to, for example, the operator terminal 20 that is not in a call among the plurality of operator terminals 20 classified into the group estimated by the connection destination estimation unit 103. However, the connection control unit 104 may transmit a connection request to, for example, all the operator terminals 20 that are not in a call among the plurality of operator terminals 20 classified into the group estimated by the connection destination estimation unit 103.

Further, for example, when a plurality of operator terminals 20 classified into the group estimated by the connection destination estimation unit 103 are all in a call, the connection control unit 104 may set the group having the next highest probability as the connection destination. ..

Upon receiving the connection request from the control device 10, the display control unit 202 of the operator terminal 20-1 displays an operator screen 700 for performing a power receiving operation or a transfer operation (step S308).

Here, the operator screen 700 will be described with reference to FIG. FIG. 5 is a diagram showing an example of the operator screen 700.

As shown in FIG. 5, the operator screen 700 includes an inquiry content field 710 in which the recognition result by the voice recognition unit 102 is displayed, a transfer button 720, and a power receiving button 730, and the transfer button 720 includes a power receiving button 730. , Transfer button 721 for transfer to group # 1, transfer button 722 for transfer to group # 2, transfer button 723 for transfer to group # 3, and transfer button for transfer to group # 4. 724 and are included. Below each transfer button 720, the probability that the transfer destination group corresponding to the transfer button 720 is appropriate is displayed.

The transfer button for transferring to the group to which it belongs may be hidden or inoperable. For example, on the operator screen 700 displayed by the display control unit 202 of the operator terminal 20-1 of the group # 1, the transfer button 721 may be hidden or inoperable.

Hereinafter, it is assumed that the operator of the operator terminal 20-1 presses the power receiving button 730 to perform the power receiving operation.

Return to FIG. Following step S308, the input receiving unit 201 of the operator terminal 20-1 receives the input of the power receiving operation by the operator (step S309).

Next, when the call processing unit 203 of the operator terminal 20-1 receives the input of the power receiving operation by the input receiving unit 201, the call processing unit 203 transmits the connection response to the control device 10 (step S310). The connection response includes information "power received # 1" indicating that the operator terminal 20-1 of group # 1 has received power.

When the connection control unit 104 of the control device 10 receives the connection response from the operator terminal 20-1, the connection control unit 104 connects the operator terminal 20-1 and the user terminal 30. As a result, communication by voice call is started between the operator terminal 20-1 and the user terminal 30 (step S311). When communication by voice call is started between the user terminal 30 and the operator terminal 20, the user terminal 30 is put into a call state, for example.

Further, the connection destination estimation unit 103 of the control device 10 learns the connection destination estimation by updating the control information 400 according to the connection response received from the operator terminal 20-1 (step S312).

Here, an example of learning the control information 400 when the connection response is received will be described with reference to FIGS. 6 (a) and 6 (b). 6 (a) and 6 (b) are diagrams illustrating an example of learning 400 of control information.

First, as shown in FIG. 6A, the pre-learning control information 400 includes the inquiry content "last month's telephone bill is high", the probability "50%" of group # 1, and the probability "50%" of group # 2. It is assumed that "15%" is associated with the probability "10%" of group # 3 and the probability "25%" of group # 4.

At this time, when the operator terminal 20-1 of the group # 1 receives power, as shown in FIG. 6B, the connection destination estimation unit 103 uses each of the connection destination estimation units 103 based on the information “power reception # 1” included in the connection response. Update the probability of the group. That is, for example, the connection destination estimation unit 103 sets the probability of group # 1 to "55%", the probability of group # 2 to "13%", the probability of group # 3 to "9%", and the probability of group # 4. Update to "23%".

Further, the connection destination estimation unit 103 creates history information 600 indicating the update result of the control information 400 and stores it in the storage unit 105. The details of the history information 600 will be described later.

In this way, the connection destination estimation unit 103 increases the probability of the group and lowers the probability of at least one of the other groups, for example, when the operator terminal 20 of a certain group receives power. As a result, the connection destination estimation unit 103 can improve the estimation accuracy of the connection destination when, for example, a similar inquiry is made.

The amount of fluctuation in the probability of each group (how much the probability is increased or decreased) may be determined according to the operator who performed the power receiving operation with reference to the operator information 500. Here, the operator information 500 will be described with reference to FIG. 7. FIG. 7 is a diagram showing an example of operator information 500.

As shown in FIG. 7, the operator information 500 is associated with the terminal information of the operator terminals 20 classified in the group for each group. Further, the terminal information includes a terminal ID that identifies the operator terminal 20 and a rank of the operator who uses the operator terminal 20.

Therefore, the connection destination estimation unit 103 may determine the fluctuation amount of the probability of each group according to the rank of the operator who uses the operator terminal 20 in which the power receiving operation is performed. For example, when a rank A operator performs a power receiving operation, the probability of the group to which the operator terminal 20 of the operator is classified is increased by "10%", while when a rank B operator performs a power receiving operation, the operator concerned. The probability of the group to which the operator terminal 20 is classified is increased by "5%".

Thereby, for example, the fluctuation amount of the probability of each group can be made different depending on whether the veteran operator performs the power receiving operation or the new operator performs the power receiving operation. In other words, the learning effect of the connection destination estimation unit 103 can be made different between the power receiving operation of the veteran operator and the power receiving operation of the new operator.

(When a transfer operation is performed)
Next, a case where the operator of the call center performs the transfer operation will be described with reference to FIG. FIG. 8 is a sequence diagram showing another example of the process of controlling the connection destination. Since the processes of steps S801 to S808 in FIG. 8 are the same as those of steps S301 to S308 in FIG. 3, the description thereof will be omitted.

Hereinafter, the operator of the operator terminal 20 presses the transfer button 722 for transferring the connection request to the operator terminal 20-2 classified in the group # 2 on the operator screen 700 shown in FIG. 5, and performs the transfer operation. Explain as if it was done.

While the operator is determining whether to perform a transfer operation or a power receiving operation (or while the operator is determining which transfer button 720 to press), the user terminal 30 may be, for example, It will be in the transfer waiting state. At this time, on the user terminal 30, for example, the voice "Connect to the person in charge. Please wait." Continues to be played. Therefore, the operator can perform, for example, a transfer operation without making the user recognize that the telephone has been transferred to his / her operator terminal 20.

Following step S808, the input receiving unit 201 of the operator terminal 20-1 receives the input of the transfer operation by the operator (step S809).

Next, when the call processing unit 203 of the operator terminal 20-1 receives the input of the transfer operation by the input reception unit 201, the call processing unit 203 transmits the transfer request to the control device 10 (step S810). The transfer request includes information "transfer # 1 ⇒ # 2" indicating a transfer destination according to the transfer operation.

The call processing unit 203 transmits a transfer request to the control device 10, and a call transfer is performed between the control device 10 and the operator terminal 20-1. Further, the voice recognition in step S804 and the connection destination estimation in step S805 are performed using the identification information (call ID or the like) that identifies the call as a key.

When the connection control unit 104 of the control device 10 receives the transfer request from the operator terminal 20-1, the operator terminal classified into the group # 2 based on the information "transfer # 1 ⇒ # 2" included in the transfer request. A connection request is transmitted to 20-1 (step S811).

Further, the connection destination estimation unit 103 of the control device 10 learns the connection destination estimation by updating the control information 400 in response to the transfer request received from the operator terminal 20-1 (step S812).

Here, an example of learning the control information 400 when the transfer request is received will be described with reference to FIGS. 9 (a) and 9 (b). 9 (a) and 9 (b) are diagrams for explaining an example of learning the control information 400.

First, as shown in FIG. 9A, the pre-learning control information 400 includes the inquiry content "last month's telephone bill is high", the probability "50%" of group # 1, and the probability "50%" of group # 2. It is assumed that "15%" is associated with the probability "10%" of group # 3 and the probability "25%" of group # 4.

At this time, when the operator terminal 20-1 of the group # 1 performs the transfer to the group # 2, as shown in FIG. 9B, the connection destination estimation unit 103 uses the information “transfer #” included in the transfer request. Update the probability of each group based on "1⇒ # 2". That is, the connection destination estimation unit 103 updates the probability of group # 1 to "45%" and the probability of group # 2 to "20%", for example.

Further, the connection destination estimation unit 103 creates history information 600 indicating the update result of the control information 400 and stores it in the storage unit 105. The details of the history information 600 will be described later.

In this way, the connection destination estimation unit 103 lowers the probability of the transfer source group and raises the probability of the transfer destination group, for example, when the operator terminal 20 of a certain group transfers to another group. As a result, the connection destination estimation unit 103 can improve the estimation accuracy of the connection destination when, for example, a similar inquiry is made.

In other words, the operator of the operator terminal 20 who has received the connection request from the control device 10 can correct an estimation error of the connection destination, a transfer error of another operator, or the like by performing a transfer operation. The operator of the operator terminal 20 can perform the transfer operation regardless of the state of the user terminal 30 (transfer waiting state, call state, etc.). That is, the operator of the operator terminal 20 can perform the transfer operation even before starting the call with the user.

When the operator terminal 20 of a certain group transfers to another group, the connection destination estimation unit 103 raises the probability of the transfer destination group and the probability of at least one group other than the transfer destination group. You may try to lower.

Further, the fluctuation amount of the probability of each group may be determined according to the operator who performed the transfer operation with reference to the operator information 500. Since this is as described with reference to FIG. 7, the description thereof will be omitted.

Return to FIG. Upon receiving the connection request from the control device 10, the display control unit 202 of the operator terminal 20-2 displays an operator screen 700 for performing a power receiving operation or a transfer operation (step S813).

Hereinafter, it is assumed that the operator of the operator terminal 20-2 presses the power receiving button 730 to perform the power receiving operation.

The input receiving unit 201 of the operator terminal 20-1 receives the input of the power receiving operation by the operator (step S814).

Next, when the call processing unit 203 of the operator terminal 20-2 receives the input of the power receiving operation by the input receiving unit 201, the call processing unit 203 transmits the connection response to the control device 10 (step S815). The connection response includes information "power received # 2" indicating that the operator terminal 20-2 of group # 2 has received power.

When the connection control unit 104 of the control device 10 receives the connection response from the operator terminal 20-2, the connection control unit 104 connects the operator terminal 20-2 and the user terminal 30. As a result, communication by voice call is started between the operator terminal 20-2 and the user terminal 30 (step S816).

Further, the connection destination estimation unit 103 of the control device 10 learns the connection destination estimation by updating the control information 400 according to the connection response received from the operator terminal 20-2 (step S817).

Here, an example of learning the control information 400 when the connection response is received will be described with reference to FIGS. 9 (b) and 9 (c). 9 (b) and 9 (c) are diagrams illustrating an example of learning 400 of control information.

First, as described above, it is assumed that the control information 400 after learning when the transfer request is received is as shown in FIG. 9B.

At this time, when the operator terminal 20-2 of the group # 2 receives power, as shown in FIG. 9C, the connection destination estimation unit 103 uses each of the connection destination estimation units 103 based on the information “power reception # 2” included in the connection response. Update the probability of the group. That is, for example, the connection destination estimation unit 103 sets the probability of group # 1 to "43%", the probability of group # 2 to "25%", the probability of group # 3 to "9%", and the probability of group # 4. Update to "23%".

Further, the connection destination estimation unit 103 creates history information 600 indicating the update result of the control information 400 and stores it in the storage unit 105. The details of the history information 600 will be described later.

The amount of fluctuation in the probability of each group may be determined according to the operator who performed the transfer operation with reference to the operator information 500. Since this is as described with reference to FIG. 7, the description thereof will be omitted.

Here, the history information 600 when the operator terminal 20-2 of the group # 2 receives power after the transfer operation from the group # 1 to the group # 2 is performed will be described with reference to FIG. FIG. 10 is a diagram showing an example of history information 600.

As shown in FIG. 10, the history information 600 is associated with the number of times the operation is performed, the operation content, and the amount of change in the probability of each group due to the update.

For example, in the operation content "transfer (# 1⇒ # 2)" of the number of times "1", group # 1 "-5%", group # 2 "+ 5%", group # 3 "± 0%", and so on. Group # 4 "± 0%" is associated. This indicates that the probability of group # 1 was set to "-5%" and the probability of group # 2 was set to "+ 5%" by the transfer operation from group # 1 to group # 2.

Similarly, in the operation content "power reception (# 2)" of the number of times "2", group # 1 "-2%", group # 2 "+ 5%", group # 3 "-1%", and group # 4 "-2%" is associated. This is because the probability of group # 1 is "-2%", the probability of group # 2 is "+ 5%", and the probability of group # 3 is "-1" by the reception operation on the operator terminal 20-2 of group # 2. % ”, Indicates that the probability of group # 4 is“ -2% ”.

In this way, the history information 600 is associated with the history of the operation content (power receiving operation or transfer operation) and the history of the update result of the control information 400 by the operation.

The connection destination estimation unit 103 may correct the transfer error by referring to the history information 600. For example, suppose that the operator in group # 1 who is in charge of "inquiries about charges" determines that the "inquiries about product contents" are "inquiries about product contents" and transfers them to group # 2. Then, the operator of group # 2 receives power and responds to the inquiry, but as a result of the response, the content of the inquiry seems to be "inquiry about charges".

In such a case, the connection destination estimation unit 103 refers to the history information 600, records the number of times "1" and the operation content "transfer # 1 ⇒ # 2", and the number of times "2" and "power reception # 1". Performs an update that restores the update result with the record. Specifically, the connection destination estimation unit 103 sets the probability of group # 1 in the control information 400 to "+ 7%", the probability of group # 2 to "-10%", and the probability of group # 3 to "+ 1%". Increase the probability of group # 4 by "+ 2%".

As a result, the connection destination estimation unit 103 can correct the learning of the control information 400 due to the transfer error by the operator. The connection destination estimation unit 103 may refer to the history information 600 and correct the learning of the control information 400 even when the transfer is circulated. The case where the transfer is circulated is, for example, a case where the transfer is transferred from the group # 1 to the group # 4, and then transferred from the group # 4 to the group # 1 again. Further, when the transfer is circulated, for example, when the transfer is transferred from the group # 1 to the group # 4, then transferred from the group # 4 to the group # 2, and transferred from the group # 2 to the group # 1. Etc. may be included.

(Other examples of control information 400)
Here, another example of the control information 400 will be described with reference to FIG. FIG. 11 is a diagram showing another example of the control information 400.

As shown in FIG. 11, the control information 400 may be associated with a combination of words as a keyword and a probability of an appropriate group according to the combination of the words. For example, the word 1 "telephone fee" and the word 2 "high", the probability that group # 1 is appropriate "50%", the probability that group # 2 is appropriate "15%", and group # 3 are appropriate. A probability of "10%" is associated with a probability of "25%" for group # 4.

Similarly, for example, the word 1 "telephone charge" and the word 2 "confirmation method", the probability that group # 1 is appropriate "30%", the probability that group # 2 is appropriate "20%", and group # The probability that 3 is appropriate is "5%" and the probability that group # 4 is appropriate is "45%".

As a result, the connection destination estimation unit 103 sets, for example, the group with the highest probability as the connection destination based on the words included in the recognition result (character string indicating the inquiry content) by the voice recognition unit 102 and the control information 400. Can be estimated. In addition, in FIG. 11, as an example, the case where the combination of words is two, word 1 and word 2, is shown, but the present invention is not limited to this. Any number of words can be used as the word combination.

(Other examples of operator screen 700)
Next, another example of the operator screen 700 will be described with reference to FIG. FIG. 12 is a diagram showing another example of the operator screen 700.

As shown in FIG. 12, in the inquiry content field 740 of the operator screen 700, words (words that serve as keywords) included in the recognition result by the voice recognition unit 102 are highlighted. In the example shown in FIG. 12, the keyword word "telephone bill" and the word "high" corresponding to the keyword word "high" are highlighted. The highlighting mode may be different depending on the importance of the keyword word.

Further, as shown in FIG. 12, the operator screen 700 includes a transfer path 750 and an elapsed time 760.

On the transfer path 750, the groups that have been transferred before the operator screen 700 is displayed are displayed. By confirming the transfer path 750, the operator can prevent a situation in which the transfer circulates.

Further, the elapsed time 760 displays the elapsed time from the call of the user terminal 30. By checking the elapsed time 760, the operator can prevent, for example, a situation in which the user has to wait for a long time.

The connection destination estimation unit 103 makes the fluctuation amount of the probability of each group in the learning of the connection destination estimation different based on the power receiving operation or transfer operation by the operator and the elapsed time displayed in the elapsed time 760. Is also good. For example, the connection destination estimation unit 103 may reduce the amount of fluctuation as time elapses from the call of the user terminal 30. Further, for example, the connection destination estimation unit 103 may increase the fluctuation amount with the passage of time when the elapsed time is 0 to T, and may decrease the fluctuation amount with the passage of time when the elapsed time is T or later. ..

As described above, in the connection destination control system 1 according to the present embodiment, the group in charge of the inquiry content is estimated according to the inquiry content from the user of the call center, and the operator terminal 20 of the estimated group is used. Request a connection. As a result, according to the connection destination control system 1 according to the present embodiment, the connection destination can be controlled so as to be connected to the operator terminals 20 of an appropriate group according to the inquiry content of the user.

Further, in the connection destination control system 1 according to the present embodiment, the control information 400 used for group estimation is learned according to the power receiving operation and the transfer operation by the operator of the operator terminal 20 that has received the connection request. Thereby, according to the connection destination control system 1 according to the present embodiment, the accuracy of the connection destination control can be improved according to the power receiving operation and the transfer operation of the operator.

In the connection destination control system 1 according to the present embodiment, the case where communication is performed by voice call between the user terminal 30 and the operator terminal 20 has been described, but the present invention is not limited to this, for example, the user terminal 30. The same can be applied to the case of performing text communication between the operator terminal 20 and the operator terminal 20 (when making an inquiry by so-called text chat or the like).

Although the embodiments of the present invention have been described in detail above, the present invention is not limited to such specific embodiments, and various modifications are made within the scope of the gist of the present invention described in the claims.・ Can be changed.

1 Connection destination control system 10 Control device 20 Operator terminal 30 User terminal 101 Automatic response unit 102 Voice recognition unit 103 Connection destination estimation unit 104 Connection control unit 201 Input reception unit 202 Display control unit 203 Call processing unit 301 Call processing unit 400 Control Information 500 Operator information 600 History information

Claims (5)

A control device that controls the connection between one or more first terminal devices and one or more second terminal devices.
An estimation means for estimating the connection destination based on control information for estimating the connection destination according to the content of the inquiry from the first terminal device, and an estimation means for estimating the connection destination.
A requesting means for transmitting a connection request to the second terminal device corresponding to the connection destination estimated by the estimating means, and a requesting means.
An update means for updating the control information in response to a power receiving operation or a transfer operation in the second terminal device that has received the connection request.
Control device with. It has a voice recognition means for recognizing a voice received from the first terminal device and acquiring a character string.
The estimation means
The control device according to claim 1, wherein the connection destination is estimated based on the control information for estimating the connection destination according to the inquiry content indicated by the character string acquired by the voice recognition means. A control system having one or more first terminal devices, one or more second terminal devices, and a control device that controls a connection between the first terminal device and the second terminal device. hand,
An estimation means for estimating the connection destination based on control information for estimating the connection destination according to the content of the inquiry from the first terminal device, and an estimation means for estimating the connection destination.
A requesting means for transmitting a connection request to the second terminal device corresponding to the connection destination estimated by the estimating means, and a requesting means.
An update means for updating the control information in response to a power receiving operation or a transfer operation in the second terminal device that has received the connection request.
Control system with. A control device that controls the connection between one or more first terminal devices and one or more second terminal devices
An estimation procedure for estimating the connection destination based on control information for estimating the connection destination according to the content of the inquiry from the first terminal device, and an estimation procedure for estimating the connection destination.
A request procedure for transmitting a connection request to the second terminal device corresponding to the connection destination estimated by the estimation procedure, and a request procedure.
An update procedure for updating the control information in response to a power receiving operation or a transfer operation in the second terminal device that has received the connection request, and an update procedure.
Control method to execute. A control device that controls the connection between one or more first terminal devices and one or more second terminal devices.
An estimation procedure for estimating the connection destination based on control information for estimating the connection destination according to the content of the inquiry from the first terminal device, and an estimation procedure for estimating the connection destination.
A request procedure for transmitting a connection request to the second terminal device corresponding to the connection destination estimated by the estimation procedure, and a request procedure.
An update procedure for updating the control information in response to a power receiving operation or a transfer operation in the second terminal device that has received the connection request, and an update procedure.
A program that executes.

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