JP2021136607A - Device, program, method and system for processing - Google Patents

Abstract

To obtain a processing device, a processing program and a processing method, which can grasp and receive the contents of inquiry by a user more accurately.SOLUTION: The processing device performs the processing of: transmitting to an operator device 12 speech recognition text data in which the communication content of voice communication executed between a communication terminal device 24 operated by a user and the operator device 12 operated by an operator is recognized; receiving, from the operator device 12, answer information to the inquiry based on the user reception history text data which is related to the user and obtained by searching a user reception history database 18 which stores inquiry history information in the past to a Web server user-by-user, using the speech recognition text data; and transmitting to the communication terminal device 24 the answer to the inquiry, based on the user reception history text data received from the operator device 12.SELECTED DRAWING: Figure 4

Description

The present invention relates to a processing apparatus, a processing program, a processing method, and a processing system.

Conventionally, in a contact center that responds to inquiries from users, for example, by telephone, when an inquiry is received from a user, the contents of the inquiries made before are searched from the database, and a list of inquiries up to that point is given to the user. It is supposed to be displayed.

Patent Document 1 describes that the history searched by a user is saved, and when a connection request is made from the user to an agent (operator), the saved search history of the user is output to the agent. ing.

Japanese Unexamined Patent Publication No. 2003-030217

However, in the above-mentioned conventional technique, only the information about the search history by the user is provided to the operator, and the operator cannot always accurately grasp the contents of the user's inquiry. was there.

An object of the present invention is to obtain a processing device, a processing program, a processing method, and a processing system capable of more accurately grasping and responding to the contents of an inquiry by a user.

The processing device of the present invention transmits to the second device the first text information obtained by voice-recognizing the contents of a voice call executed between the first device operated by the user and the second device operated by the operator. Information about the user and the first text from the first processing unit that performs processing and the storage device that stores the second text information that is the past inquiry history information of the user to other devices for each user. The second processing unit that performs the process of receiving the inquiry response information from the second device based on the third text information searched using the information, and the inquiry response information are transmitted to the first device. It is characterized by including a third processing unit that performs processing.

In the processing program of the present invention, the first text information obtained by voice-recognizing the contents of a voice call executed between the first device operated by the user and the second device operated by the operator is used as the second device. Information about the user and the first 1 The second processing unit that performs processing to receive inquiry response information from the second device based on the third text information searched using text information, and transmits the inquiry response information to the first device. It is characterized in that it functions as a third processing unit that performs processing.

The processing method of the present invention is a processing method in a processing device, and the processing device voices the content of a voice call executed between a first device operated by a user and a second device operated by an operator. From the first step of performing the process of transmitting the recognized first text information to the second device, and from the storage device that stores the second text information which is the past inquiry history information of the user to the other device for each user. A second step of performing a process of receiving inquiry response information from the second device, which is information about the user and is based on the third text information searched by using the first text information, and the inquiry. It is characterized by having a third step of performing a process of transmitting the answer information of the above to the first apparatus.

The processing apparatus of the present invention is a processing system including a third apparatus and a fourth apparatus, and the third apparatus is executed between a first apparatus operated by a user and a second apparatus operated by an operator. The fourth device includes a first processing unit that performs a process of transmitting the first text information obtained by voice-recognizing the contents of a voice call to the second device, and the fourth device has past inquiry history information of the user to another device. The answer information of the inquiry is obtained from the storage device that stores the second text information for each user, which is the information about the user and is based on the third text information searched by using the first text information. It is characterized by including a second processing unit that performs a process of receiving from the second device, and a third processing unit that performs a process of transmitting the answer information of the inquiry to the first device.

The processing method of the present invention is a processing method in a processing system including a third device and a fourth device, and the third device is between a first device operated by a user and a second device operated by an operator. The fourth device includes a first processing step of performing a process of transmitting the first text information voice-recognized from the contents of the voice call executed in the second device to the second device, and the fourth device is a past device by the user with respect to another device. Inquiry response information based on the third text information that is information about the user and is searched using the first text information from the storage device that stores the second text information that is the inquiry history information for each user. It is characterized by having a second processing step of performing a process of receiving the information from the second device, and a third processing step of performing a process of transmitting the response information of the inquiry to the first device.

According to the present invention, it is possible to obtain an effect that the content of an inquiry by a user can be grasped and responded to more accurately.

It is the schematic of the contact center system which responds to the inquiry by telephone from the user which concerns on this embodiment. It is the schematic which shows an example of the structure of the user response history database which concerns on this embodiment. It is a timing chart which shows the communication protocol in the communication terminal apparatus, the Web server, and the user correspondence history database which concerns on this Embodiment. It is a timing chart which shows the communication protocol in the contact center system which concerns on this embodiment. It is a flowchart specialized in the processing control in the contact center server of this embodiment. It is a flowchart specialized in the processing control in the operator apparatus of this embodiment.

In the following description, an example of the processing apparatus, processing program, processing method, and processing system according to the present invention will be described. It should be noted that the figures referred to below are merely schematic to the extent that the present invention can be understood. Therefore, the present invention is not limited to the following embodiments, and many modifications or modifications can be made that can achieve the effects of the present invention without departing from the scope of the constitution of the present invention. Further, in the present embodiment, the description may be omitted for a configuration that is not directly related to the present invention or a well-known configuration. In each figure, common components and similar components may be designated by the same reference numerals, and duplicate description thereof may be omitted.

FIG. 1 is a schematic view of a contact center system that responds to telephone inquiries from users according to the present embodiment.

The contact center system includes a contact center server 10, an operator device 12, a voice recognition server 14, a Web server 50, a user information database 16, and a user response history database 18, each of which has a dedicated network 20 (for example, a LAN "local area network"). It is connected to ") and enables mutual communication of information.

A public communication network 22 such as a telephone network or an IP (Internet Protocol) network is connected to the dedicated network 20.

For example, if the communication line network 22 is a telephone line network, a fixed telephone is connected as a communication terminal device 24, and a voice call is possible by connecting to the contact server system according to the present embodiment.

Further, for example, if the communication line network 22 is an IP line network, a smartphone or an IP telephone device is connected as the communication terminal device 24, and a voice call can be made by connecting to the contact server system according to the present embodiment. It has become.

The contact center system in the present embodiment mainly responds by voice call, but it may also respond by videophone including an image, or by communication other than voice such as e-mail or chat communication. be.

(Contact Center Server 10)
As shown in FIG. 1, the contact center server 10 includes an ACD (Automatic Call Distribution) control unit 26, a voice recognition control unit 28, a data search unit 30, and a communication control unit 32.

The ACD control unit 26 is an incoming call automatic distribution device, which automatically manages when an incoming call is received from a user using a telephone or the like (execution of ringing guidance, etc.), and receives an incoming call according to the situation. Is automatically distributed to the operators.

The voice recognition control unit 28 transmits voice information to the voice recognition server 14 based on the content spoken by the user.

The data search unit 30 manages text data generated from the spoken voice after the call between the user and the operator is completed.

The communication control unit 32 relays the conversation between the user and the operator with the operator device 12.

(Operator device 12)
Further, the operator device 12 includes a UI (user interface) unit 34 and a communication control unit 36.

The operator device 12 uses a UI unit 34 such as a headset to execute a call with the user via the communication control unit 36. The call between the user and the operator is relayed through the contact center server 10, and the contact center server 10 can extract the voices of the user and the operator.

(Voice recognition server 14)
The voice recognition server 14 includes a voice recognition unit 38 and a voice recognition data temporary storage unit 40.

The voice recognition unit 38 of the voice recognition server 14 takes in the voice of the call between the user and the operator extracted by the contact center server 10, recognizes the voice, converts the voice into text data, and voices. The recognition data is temporarily stored in the temporary storage unit 40.

(Web server 50)
The Web server 50 supports inquiries from users, and responds to inquiries executed from the communication terminal device 24 via the communication network 22 based on the user's operation. ..

The Web server 50 according to the present embodiment has a database of inquiries assumed in the target field and answers (so-called Q & A) to the inquiries. Then, the Web server 50 uses the database to automatically transmit the answer corresponding to the inquiry item from the user to the communication terminal device 24 used by the user for the inquiry. In addition, in the Web server 50 according to the present embodiment, when using the Web server 50, the user is obliged to input a user ID (Identification) for identifying himself / herself.

(User information database 16)
The user information database 16 stores information (user ID, password, name, address, telephone number, e-mail address, date of birth, face photo, etc.) that identifies an individual user who has accessed the contact center server 10 in the past. It is a large-scale storage device. For example, the operator can recognize other personal information of the user from the information obtained from the user during the call (for example, name and date of birth).

(User response history database 18)
The user response history database 18 is a large-scale storage device in which the history of accessing the Web server 50 in the past for each user and exchanging with the Web server 50 is stored as text data.

FIG. 2 shows an example of the configuration of the user response history database 18 according to the present embodiment. As shown in FIG. 2, the user response history database 18 according to the present embodiment stores (associates) each information of the above-mentioned user ID, inquiry content, date and time, and response result. NS.

The inquiry content is information indicating the content inquired by the user corresponding to the user ID to the Web server 50, and the date and time is information indicating the date and time when the user inquired about the inquiry content. Further, the above-mentioned answer result is information indicating the answer result made to the inquiry content.

Here, in the user response history database 18, for example, one inquiry content is associated with one date and time and one answer result.

Further, here, the user response history database 18 has a configuration in which, for example, one user ID is associated with a pair of data (inquiry content, date and time, and response result) including one or a plurality of data.

Therefore, the operator device 12 uses the user ID acquired in the call between the operator and the user based on the operation of the operator, so that the same user in the past can be transferred from the user response history database 18 to the Web server 50. You can search the history (text data) of the exchanges you have made.

Here, in the operator device 12 of the present embodiment, the text data obtained from the voice of the current call (this voice recognition text data) and the data searched from the user response history database 18 (user response history text data) Is displayed by the display unit.

That is, the operator can refer not only to the voice recognition text data of this time but also to the user response history text data inquired by the user himself / herself in the past.

Since this user response history text data is information that covers a series of inquiries made to the Web server 50 by the user himself / herself prior to making an inquiry to the contact center, the user does not make a single inquiry to the operator. It is possible to increase the probability that the user can acquire what he or she originally wants to hear.

The operation / action of the present embodiment will be described below with reference to FIGS. 3 to 6.

In general, when the user does not know how to use various information processing devices such as personal computers, mobile terminals and smartphones, and various home appliances such as refrigerators and washing machines, or when problems occur, generally First, refer to the instruction manual or manual attached to the relevant device. It suffices to find out what you want to know by this reference, but if you do not find out, the user accesses the Web server that publishes information about the device to the public on the website using the communication terminal device 24 or the like and makes an inquiry. conduct.

Hereinafter, referring to FIG. 3, in the case where the Web server is the Web server 50, in the contact center system according to the present embodiment, when the user makes an inquiry to the Web server 50 using the communication terminal device 24. The operation / action will be described. FIG. 3 is a timing chart showing the communication protocols in the communication terminal device 24, the Web server 50, and the user response history database 18 among the functions for constructing the contact center system according to the present embodiment in this case. ..

In this case, first, the communication terminal device 24 accesses the corresponding Web site of the Web server 50 based on the operation of the user, transmits the user ID and the password to the Web server 50, and transmits the Web site (hereinafter, "target"). Log in to the "Web site" (step 100).

Next, the communication terminal device 24 inputs the inquiry content for the target website based on the user's operation, and instructs the Web server 50 to search for the answer corresponding to the inquiry content (step 102).

When the Web server 50 is instructed to search for the above answer, the Web server 50 searches for the answer corresponding to the input inquiry content. Then, the Web server 50 registers the answer obtained by the search in the user response history database 18 in association with the corresponding inquiry content and the date and time of the inquiry (step 104), and registers the answer in the access source communication terminal. It is transmitted to the device 24 (step 106).

The communication terminal device 24 receives the above answer. The communication terminal device 24 ends with the above processing when the user refers to the answer and finds out what he / she wants to know.

Further, when the information to be known is not found, the communication terminal device 24 executes the process including step 102, step 104, and step 106 once or a plurality of times. That is, the communication terminal device 24 repeats instructing the Web server 50 to search again after inputting the contents of the inquiry to which the target Web site has been changed based on the user's operation (step 102). Therefore, in the Web server 50, as long as this search instruction is repeated, the processes of steps 104 to 106 are continuously repeated. By the above processing, the user response history database 18 shown in FIG. 2 is constructed as an example.

On the other hand, when the user does not find out what he / she wants to know even after making the above inquiry to the Web server 50, the communication terminal device 24 follows the inquiry to the Web server 50, and the contact center system is based on the user's operation. The contact center server 10 in the above is inquired again. FIG. 4 shows the Web server 50 among the functions for constructing the contact center system according to the present embodiment when the communication terminal device 24 makes an inquiry to the contact center server 10 based on the user's operation. It is a timing chart which shows the communication protocol in the function (communication terminal device 24, contact center server 10, voice recognition unit 38, voice recognition data temporary storage unit 40, operator device 12, and user response history database 18) excluding.

When the contact center server 10 receives an incoming call from the communication terminal device 24 (step 200), the line is opened and answered (step 202), and the ringing guidance is started. The incoming call from the communication terminal device 24 is started by the ACD process. Determine the operators that can be assigned to (step 204).

Here, in the contact center server 10, the communication terminal device 24 is being called by the IVR (Interactive Voice Response) process until the operator that can be distributed is determined in the ACD process (step 204). Send guidance.

When the operator to be distributed is determined based on the execution of the ACD process, the incoming call notification is transmitted to the operator device 12 (step 206). By this incoming call notification, the operator device 12 and the communication terminal device 24 are connected, and the operator responds to the user (steps 208 and 210).

After that, a voice call is executed between the communication terminal device 24 and the operator device 12 (step 212). At this time, the contact center server 10 extracts the voice information (step 214) and transmits the voice information to the voice recognition unit 38 (step 216). The communication terminal device 24 sends a user ID similar to that input when accessing the Web server 50 at the beginning of the voice call based on the user's operation (voice input from the user to the device). ..

The voice recognition unit 38 executes voice recognition based on the received voice information (step 218), sends the voice recognition data (voice recognition text data) to the voice recognition data temporary storage unit 40 (step 220), and temporarily (Step 222).

On the other hand, the operator device 12 reads out the voice recognition text data temporarily stored in the voice recognition data temporary storage unit 40 based on the operation of the operator during a call with the communication terminal device 24. The voice recognition text data reading instruction to be instructed is issued (step 224).

As a result, the voice recognition data temporary storage unit 40 transmits the voice recognition text data to the operator device 12 (step 226).

Next, the operator device 12 issues a search instruction for the user response history to the user response history database 18 based on the voice recognition text data received from the voice recognition data temporary storage unit 40 based on the operator's operation ( Step 228). At this time, the operator device 12 inputs the user ID used for the search instruction and keywords such as characteristic words included in the inquiry content based on the operation of the operator. Here, the user ID and the inquiry content are the user ID included at the beginning of the voice recognition text data referred to by the operator and the inquiry content included in the voice recognition text data.

As a result, in the user response history database 18, the user response history corresponding to the user indicated by the user ID and the user response history corresponding to the keyword is searched by using the user ID and the above keyword (step 230), and the searched user is searched. The response history text data is returned to the operator device 12 (step 232).

By the above processing, the voice recognition text data indicating the inquiry content is displayed on the display unit of the operator device 12, and the user response indicating the inquiry content and the answer that the same user has made to the Web server 50 in advance. Historical text data is displayed. Therefore, the operator can more accurately grasp and respond to the contents of the inquiry by the user by referring to these display contents.

Therefore, the operator device 12 responds to an inquiry by the user by voice call based on the operator's operation (voice input from the operator to the device) via the contact center server 10 and is an access source communication terminal device 24. (Steps 234, 236). As a result, the user can grasp the answer from the operator according to the content of the inquiry by voice information.

Further, the operator device 12 transmits the voice recognition text data and the user response history text data to the access source communication terminal device 24 via the contact center server 10 based on the operator's operation (steps 238 and 240). .. In response to this, the voice recognition text data and the user response history text data are displayed on the display unit of the communication terminal device 24 of the access source.

As described above, in the present embodiment, the data is executed between the first device operated by the user (one example is the communication terminal device 24) and the second device operated by the operator (one example is the operator device 12). The process of transmitting the first text information (for example, voice recognition text data) obtained by voice-recognizing the contents of the voice call to the second device is performed. Further, in the present embodiment, a storage device (one example is a user response history database 18) that stores second text information which is past inquiry history information for another device (one example is a Web server 50) by a user for each user. ), And the answer information of the inquiry based on the third text information (for example, the user response history text data) searched by using the first text information is received from the second device. Perform the processing to be performed. Then, in the present embodiment, a process of transmitting the response information of the inquiry to the first device is performed. Therefore, the operator can more accurately grasp and respond to the content of the inquiry by the user.

FIG. 5 is a flowchart specialized for processing control in the contact center server 10 of the present embodiment. In the above description of FIG. 4, the communication subject is described in a state where the communication subject changes from moment to moment, whereas in FIG. 5, the control mainly based on the contact center server 10 will be described. Therefore, in the description of FIG. 5, the description may overlap with that of FIG.

In step 300, it is determined whether or not there is an incoming call. If a negative determination is made in step 300, the routine ends.

Further, if an affirmative determination is made in step 300, the process proceeds to step 302 to start a response, and then the process proceeds to step 304 to execute the ACD process.

In the next step 306, the operator is notified of the incoming call, and in the next step 308, the call between the user and the operator is relayed.

In the next step 310, the voice information of the conversation between the user and the operator is transmitted to the voice recognition unit 38. The voice recognition unit 38 recognizes the voice and temporarily stores the voice recognition text data.

In the next step 316, the answer to the inquiry by the user is received from the operator device 12 by voice call, and the answer to the received inquiry by the user is transmitted to the access source communication terminal device 24 by voice call. ..

In the next step 318, the voice recognition text data and the user response history text data are received from the operator device 12, and the received voice recognition text data and the user response history text data are transmitted to the access source communication terminal device 24. ..

In the next step 320, it is determined whether or not the call has ended, and if a negative determination is made, the process returns to step 320 again to continue the call. If an affirmative determination is made in step 320, the process proceeds to step 322, the line disconnection process is executed, and this routine ends.

FIG. 6 is a flowchart specialized for processing control in the operator device 12 of the present embodiment. In the above description of FIG. 4, the communication subject is described in a state where the communication subject changes from moment to moment, whereas in FIG. 6, the main control mainly by the operator device 12 will be described. Therefore, in the description of FIG. 6, the description may overlap with that of FIG.

In step 400, it is determined whether or not there is an incoming call notification from the contact center server 10. If a negative determination is made in step 400, the routine ends.

If an affirmative determination is made in step 400, the process proceeds to step 402 to respond to the contact center server 10, and then in step 404, a voice call is made with the access source user via the communication terminal device 24. To start.

In the next step 406, the voice recognition text data is fetched from the voice recognition data temporary storage unit 40, and in the next step 408, the captured voice recognition text data is controlled to be displayed by the display unit of the operator device 12.

In the next step 410, the operator waits until a search using the user ID and the above keywords is instructed.

In the next step 411, if there is a history of exchanges (that is, Web search results) that the same user has made with the Web server 50 in the past from the user response history database 18, the process proceeds to the next step 412 and the exchanges occur. If there is no history of, the process of this flowchart ends.

In the next step 412, the user response history database 18 is searched using the user ID and the keyword. At this time, the operator device 12 searches for the information stored in the user response history database 18 within a predetermined period (within 1 hour in the present embodiment) retroactively from the time when the search is performed. ..

In the next step 414, the display unit of the operator device 12 controls to display the user response history text data obtained by the search by the process of step 412.

In the next step 416, the answer to the inquiry by the user is transmitted to the contact center server 10 by voice call.

In the next step 418, the voice recognition text data and the user response history text data are transmitted to the contact center server 10, and this routine ends.

In the above embodiment, the case where the user ID is input by the user has been described, but the present invention is not limited to this. For example, the user information database 16 may be used to specify the user ID of the user who uses the communication terminal device 24 as the access source.

Further, in the above embodiment, the case of searching the user response history text data using both the user ID and the keyword has been described, but the present invention is not limited to this. For example, the user response history text data may be searched by using only one of the user ID and the keyword.

Further, in the above embodiment, the case where the search target of the user response history text data is limited to the information stored in the user response history database 18 within a predetermined period retroactively from the time of performing the search has been described. , Not limited to this. For example, the user response history text data may be searched without being limited to this period.

Further, in the above embodiment, the case where the response result is included in the user response history text data has been described, but the present invention is not limited to this. For example, the user response history text data may be in a form in which only the inquiry content is included without including the answer result.

Further, in the above embodiment, the contact center server 10 and the voice recognition server 14 may be configured by, for example, one processing device. Here, the processing device may include, for example, a Web server 50, a user response history database 18, and a user information database 16.

10 Contact center server 12 Operator device 14 Voice recognition server 16 User information database 18 User response history database 20 Dedicated network 22 Communication line network 24 Communication terminal device 26 ACD control unit 28 Voice recognition control unit 30 Data search unit 32 Communication control unit 34 UI Unit 36 Communication control unit 38 Voice recognition unit 40 Voice recognition data temporary storage unit 50 Web server

Claims (7)

A first processing unit that performs a process of transmitting first text information voice-recognized by voice recognition of the contents of a voice call executed between a first device operated by a user and a second device operated by an operator to the second device. When,
A third that is information about the user and is searched by using the first text information from a storage device that stores the second text information which is the past inquiry history information of the user to another device for each user. A second processing unit that performs processing to receive inquiry response information from the second device based on text information, and
A third processing unit that performs a process of transmitting the answer information of the inquiry to the first device, and
A processing device comprising. The third text information is information about the user by the operator and is information searched by the second device using a keyword acquired from the first text information.
The processing apparatus according to claim 1. The third text information is information stored in the storage device within a predetermined period retroactively from the time when the search is performed.
The processing apparatus according to claim 1 or 2. Computer,
A first processing unit that performs a process of transmitting first text information that voice-recognizes the contents of a voice call executed between a first device operated by a user and a second device operated by an operator to the second device. ,
A third that is information about the user and is searched by using the first text information from a storage device that stores the second text information which is the past inquiry history information of the user to another device for each user. A second processing unit that performs processing to receive inquiry response information from the second device based on text information,
A processing program for functioning as a third processing unit that performs processing for transmitting the answer information of the inquiry to the first apparatus. It is a processing method in a processing device.
The processing device is
The first step of performing a process of transmitting the first text information, which is voice-recognized the content of the voice call executed between the first device operated by the user and the second device operated by the operator, to the second device. ,
A third that is information about the user and is searched by using the first text information from a storage device that stores the second text information which is the past inquiry history information of the user to another device for each user. The second step of performing the process of receiving the inquiry response information from the second device based on the text information, and
The third step of performing the process of transmitting the answer information of the inquiry to the first apparatus, and
A processing method characterized by having. A processing system including a third device and a fourth device.
The third device is
A first processing unit that performs a process of transmitting first text information that voice-recognizes the contents of a voice call executed between a first device operated by a user and a second device operated by an operator to the second device. With
The fourth device is
A third that is information about the user and is searched by using the first text information from a storage device that stores the second text information which is the past inquiry history information of the user to another device for each user. A second processing unit that performs processing to receive inquiry response information from the second device based on text information, and
A processing system including a third processing unit that performs processing for transmitting response information of the inquiry to the first apparatus. A processing method in a processing system including a third device and a fourth device.
The third device is
The first processing step of performing the process of transmitting the first text information which voice-recognized the content of the voice call executed between the first device operated by a user and the second device operated by an operator to the second device. With
The fourth device is
A third that is information about the user and is searched by using the first text information from a storage device that stores the second text information which is the past inquiry history information of the user to another device for each user. A second processing step of performing a process of receiving inquiry response information from the second device based on text information, and
A processing method comprising: a third processing step of performing a processing of transmitting the answer information of the inquiry to the first apparatus.

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