JP2023030375A - Information processing device, telephone system, distribution method, and program - Google Patents

Abstract

To improve the efficiency of callback business for overflow calls.SOLUTION: An information processing device includes a sorting unit that sorts a plurality of persons in charge or groups in charge to persons in charge or groups in charge of returning contact on the basis of contact information related to the contact from a caller or contact content information indicating the content of the contact.SELECTED DRAWING: Figure 2

Description

Application for application of Article 30, Paragraph 2 of the Patent Act has been filed On March 10, 2021, the website of NTT Technocross Co., Ltd. https://www. ntt-tx. co. jp/products/ctbase/ad/ir_2020_lp. published in html

The present invention relates to an information processing device, a telephone system, a sorting method and a program.

In a contact center or a call center, when there are few operators available at night or during times when the number of incoming calls is high, when the number of calls from customers exceeds the number of operators, IVR (interactive voice response) is used to handle customer calls. There is a service that prevents loss of opportunity and loss of credibility of a customer by recording the business by voice and having an operator who is free later call the customer (call back).

For example, in Non-Patent Document 1, when a large number of calls are received at a call center or the like at the same time and an incoming call (overflow call) occurs that the operator or the person in charge could not handle, the call back from the operator is automatically answered by AI. A service is disclosed in which a call back is provided to the customer and the reception is performed.

NextGen Co., Ltd., “U3 Callback”, [online], [searched on April 30, 2021], Internet <URL: https://www.nextgen.co.jp/solution/enterprise/cat185/2019111101 .html>

However, in the above-described prior art, since the operators respond in the order of recording, even if the experience and skill of the operators are different, a skilled operator can receive a simple consultation, and a newcomer can receive a complex consultation. There is a problem that the call-back business is not efficient because the operator may receive it.

An object of the technology disclosed herein is to improve the efficiency of callback services for overflow calls.

Disclosed technology is a distribution unit that distributes a plurality of persons in charge or groups in charge to persons in charge or groups in charge of returning calls based on contact information related to contact from the originator or contact content information indicating the content of the contact. It is an information processing device comprising

It is possible to improve the efficiency of callback services for overflow calls.

It is a figure which shows an example of the whole structure of a telephone system. It is a figure which shows an example of the functional structure of each apparatus. It is a figure which shows an example of call information. It is a figure which shows an example of distribution rule information. FIG. 11 is a flowchart showing an example of the flow of overflow call distribution processing; FIG. FIG. 11 is a first diagram showing an example of an overflow call list screen; FIG. 11 is a second diagram showing an example of an overflow call list screen; FIG. 11 is a diagram showing an example of an overflow call list screen according to a modification;

An embodiment (this embodiment) of the present invention will be described below with reference to the drawings. The embodiments described below are merely examples, and embodiments to which the present invention is applied are not limited to the following embodiments. In this embodiment, when an incoming call is received from a customer at a company's call center, etc., and the person in charge cannot respond immediately due to a lack of vacancies, etc., there is a call back contact for an overflowing call connection request (overflowing call). A telephone system that appropriately distributes the persons in charge of

A person in charge is a person who is engaged in a task that requires answering a call to a customer in response to an incoming call to a call center or the like.

(Overall configuration of telephone system)
FIG. 1 is a diagram showing an example of the overall configuration of a telephone system. As shown in FIG. 1, the telephone system 1 according to this embodiment includes an information processing device 10, a PBX 20, an IVR 30, a customer terminal 40, and a responsible terminal 50. The information processing device 10, PBX 20, IVR 30, customer terminal 40 and responsible terminal 50 are communicably connected to each other via a communication network 60 including the Internet, a public line network, and the like.

The information processing apparatus 10 receives and stores information indicating an overflow call from the IVR 30, and executes a process of distributing a person in charge of returning the overflow call by an overflow call distribution process, which will be described later. Further, when receiving a request from the terminal 50 in charge, the information processing device 10 transmits information indicating an overflow call.

The PBX 20 is, for example, a cloud-type PBX (Private Branch eXchange), and is a telephone exchange that performs various call controls. For example, the PBX 20 transfers the incoming call to the IVR 30 when there is an incoming call to the number of a call center or the like.

The IVR 30 is an IVR (Interactive Voice Response) that implements a predetermined call flow, and is an automatic voice response device that implements a predetermined call flow. The IVR 30 transmits to the information processing device 10 an audio file in which the customer's voice is recorded and information (call information) regarding the call. Note that the IVR 30 may store the voice file and the call information in a recording device, and the information processing device 10 may access the recording device to acquire the voice file and the call information.

The customer terminal 40 is a general term for terminals used by a plurality of customers. Hereinafter, the terminals will be referred to as the first customer terminal 40a, the second customer terminal 40b, etc. when they are distinguished from each other. The customer terminal 40 has a telephone function such as a smart phone. The customer is an example of the caller, and the call may be from someone other than the customer. For example, it may be a general inquiry from a non-trading source.

The terminal in charge 50 is a general term for terminals used by a person in charge of a call center or the like. Hereinafter, when distinguishing each terminal, they are referred to as the first terminal in charge 50a, the second terminal in charge 50b, and the like. The terminal in charge 50 transmits a request for transmitting information on overflow calls to the information processing apparatus 10 . Then, the responsible terminal 50 displays a screen based on the received information. Specifically, the terminal 50 in charge operated by a person in charge having administrator authority can browse information on overflow calls distributed to each person in charge, and can manually designate or update the allocation destination. accept. In addition, the terminal 50 in charge operated by a person in charge who does not have administrator authority accepts an operation to view information on overflow calls assigned to the person in charge. You can change it.

In addition, the responsible terminal 50 may have a telephone function, for example, has a telephone function such as a smartphone, is assigned a unique extension number within a certain organization such as a company or a department, and is addressed to the assigned extension number. call connection request. The responsible terminal 50 may be a smartphone used by a so-called “smartphone extension service” or the like. Further, the information processing apparatus 10 may store the identifier of the responsible terminal 50, such as the phone number or Mac address of the telephone terminal operated by each responsible person, in association with the identifier for identifying the responsible person. .

The customer terminal 40 and the responsible terminal 50 are not limited to smart phones, and may be, for example, tablet terminals, wearable devices, PCs (personal computers), etc., which have a telephone function.

(Functional configuration of each device)
FIG. 2 is a diagram showing an example of the functional configuration of each device. The PBX 20 includes a call connection control section 21 and a transfer processing section 22 .

The call connection control unit 21 receives a call connection request in which the number of the call center is designated as the destination. In response to the call connection request, the call connection control unit 21 transmits the call connection request to the terminal of the person in charge, for example, during the daytime hours when the call center is open.

The transfer processing unit 22 transfers the call connection request to the IVR 30 at night outside the call center business hours. It should be noted that the transfer processing unit 22 may transfer the call connection request to the IVR 30 when the transfer is received during the business hours of the call center during the daytime and there is no available person in charge. Further, the transfer processing unit 22 may always transfer the call connection request to the IVR 30 and allow the customer to select whether he wishes to make a call with the person in charge or to return the call.

The call connection control unit 21 and the transfer processing unit 22 are realized by processing executed by one or more programs installed in the PBX 20 by an arithmetic device such as a processor.

The IVR 30 includes an audio file generator 31 and a call information generator 32 .

The voice file generation unit 31 generates a voice file 901 in which the voice uttered by the customer is recorded after execution of a predetermined call flow. For example, the voice file generation unit 31 generates a voice file 901 containing the voice uttered by the customer after guidance such as "If you would like a call back, please tell us your requirements after sending a beep." do.

The generated audio file 901 may be, for example, an audio file with a file format of wav, a codec of PCM, a sampling frequency of 8 KHz or 16 KHz, and a quantization bit number of 16 bits, but is not limited to this.

The call information generating unit 32 generates call information 902, which is information related to a call from a customer and is obtained by executing a call flow or the like. A specific example of the call information 902 will be described later.

The IVR 30 transmits the generated voice file 901 and call information 902 to the information processing device 10 . Note that the IVR 30 may store the voice file 901 and the call information 902 in a recording device, and the information processing device 10 may access the recording device to acquire the voice file 901 and the call information 902 .

The voice file generation unit 31 and the call information generation unit 32 are implemented by processing that one or more programs installed in the IVR 30 cause an arithmetic device such as a processor to execute.

The information processing device 10 includes a storage unit 11 , a reception unit 12 , a voice recognition unit 13 , a distribution unit 14 and a display control unit 15 . The information processing device 10 is configured by a computer. These units are implemented by one or more programs installed in the information processing device 10 that cause an arithmetic device such as a processor to execute the processing.

The storage unit 11 stores various types of information, specifically, voice files 901 , call information 902 , text information 903 , sorting rule information 904 , and sorting destination information 905 .

The receiving unit 12 receives the voice file 901 and call information 902 from the IVR 30 . The received voice file 901 and call information 902 are stored by the storage unit 11 .

The voice recognition unit 13 reads out the voice file 901 stored in the storage unit 11 , converts the voice into text by voice recognition, and generates text information 903 .

The distribution unit 14 applies the distribution rule information 904 to the call information 902 and the text information 903, and distributes the overflow call to the person in charge or the group in charge of returning the call. The distribution rule information 904 is information that defines distribution rules, and is information determined by a user such as a call center manager. A specific example of the distribution rule information 904 will be described later.

The distribution unit 14 causes the storage unit 11 to store distribution destination information 905 indicating the result of distribution. The allocation destination information 905 is information that associates the audio file 901 and the call information 902 with information identifying the person in charge or the group in charge of the allocation destination. The distribution destination information 905 may include a status indicating the distribution or response status. The status values are, for example, "invalid" indicating an invalid overflow call, "waiting for distribution" for waiting for distribution, "distributed" for completion of distribution, and "Responding", which is the state in which the response to the customer has started, "Responded", which is the state in which the response from the person in charge to the customer has been completed, and the like. When the distribution unit 14 distributes the overflow calls to the person in charge based on the distribution rule information 904, the status is changed to "distributed".

Also, the persons in charge may be classified according to their roles. For example, personnel are classified into supervisors (SV) and operators (OP).

Also, if any (or all) of the number of digits of the customer telephone number, the voice recording time, the number of characters included in the text information 903, etc. It may be determined that the information cannot be acquired and determined as an invalid call. When the distribution unit 14 determines that the call is invalid, the call is excluded from distribution based on the distribution rule information 904, and the status is set to "invalid". The information processing apparatus 10 receives the operation of the supervisor (SV), changes the status of the overflow call whose status is "invalid" to "waiting", or manually handles the overflow call whose status is "waiting" for each operator. (OP).

Further, the information processing apparatus 10 may execute processing (rejection) of returning the status of "distributed" to "waiting for distribution" in response to an operation by the operator (OP). In this case, the information processing apparatus 10 records the operator (OP) who performed the operation of the remand as the "remand person in charge". The distribution unit 14 redistributes the returned overflow calls. Here, the distribution unit 14 may distribute overflow calls to persons in charge other than the recorded "remand person in charge".

The display control unit 15 receives an information transmission request from the responsible terminal 50 , generates data to be displayed on the screen of the responsible terminal 50 , and transmits the data to the responsible terminal 50 . For example, in response to a request from the responsible terminal 50 operated by a responsible person who does not have administrative authority, the display control unit 15 sends data for displaying the call information assigned to the responsible person on the screen to the responsible terminal 50. Send to

(Specific examples of various information)
Next, various types of information handled in this embodiment will be described.

FIG. 3 is a diagram showing an example of call information. The call information 902 includes items such as tenant ID, center ID, call flow, destination telephone number, customer telephone number, customer name, date and time of call reception, audio file path, scheduled callback date, Includes scheduled callback time and IVR call control number.

The item “tenant ID” is an item used when the telephone system 1 is shared by multiple tenants. A tenant is a business operator who is licensed to use the telephone system 1 by the operator of the telephone system 1 . The value of the item "tenant ID" is an identifier for identifying a tenant. A tenant is an example of a user of the telephone system 1, and may be another. For example, the telephone system 1 may be a system dedicated to a specific business operator, etc. In that case, the call information 902 may not include the item "tenant ID".

The item “center ID” is an item used when multiple centers exist within the same tenant. A center is a base of a customer sales window owned by each tenant. The value of the item "center ID" is an identifier for identifying the center.

The value of the item "Call Flow" is the call flow number of the IVR 30 selected by the customer during the call. For example, "3" is selected from any of the first guided "1" new contract, "2" contract change, "3" product inquiry, and then guided "1" product A, "2 "Product B", "1" is selected, and then "2" is selected from "1" operation method and "2" failure. In this case, the value of the item "call flow" is "312".

The value of the item “destination telephone number” is the telephone number of the destination of the call made by the customer, which is the telephone number of the destination in the call connection request to the PBX 20 . Also, the value of the “destination phone number” may be the phone number used when transferring from the PBX 20 to the IVR 30 . Note that the telephone number of the callee is an example of information indicating the contact information of the callee. The information indicating the contact information of the callee may be the user ID of the callee in SNS or the like.

The value of the item "customer phone number" is the phone number of the customer, which is the phone number of the call-back destination to which the person in charge calls back. Note that the customer's telephone number is an example of information indicating the contact of the caller. The information indicating the contact of the caller may be the user ID of the caller in SNS or the like.

The value of the item "customer name" is the customer name or a code that uniquely identifies the customer.

The value of the item “date and time of power reception” is the date and time when the IVR 30 received power.

The value of the item "audio file path" is information indicating the storage location of the audio file, and specifically includes the file path and file name.

The value of the item "scheduled callback date" is the date the customer wishes to call back.

The value of the item "scheduled callback time period" is the time period in which the customer wishes to be called back.

The value of the item "IVR call management number" is a number for the IVR 30 to uniquely identify the call.

Among these items, the received date and time, voice file path, and IVR call management number are essential items.

The information processing apparatus 10 may acquire the information included in the call information 902 through a call flow, or may acquire the information from a voice recognition result, a customer management system (not shown), or the like, as appropriate, in addition to the call flow. .

FIG. 4 is a diagram showing an example of distribution rule information. The distribution rule information 904 includes, as items, rule application, rule number, rule name, operator/group in charge, intra-group assignment, skill, keyword, and order of application.

The value of the item "rule application" is a value indicating whether the rule is valid or invalid.

The value of the item "rule name" is a value indicating the name of the rule.

The value of the item "operator in charge/group" is the name of the operator in charge (person in charge) or group in charge of the allocation destination. A group in charge is a group to which a plurality of persons in charge belongs, and when the assignment destination is the group in charge, the method of allocating to each person in charge in the group differs depending on the value of the item "assignment within group".

The value of the item "intra-group allocation" is a value indicating whether or not to further allocate to each person in charge within the group in charge when the allocation destination is the group in charge. When not allocating to each person in charge within the group in charge, all the persons in charge in the group in charge may be assigned as allocation destinations, and the person in charge in the group in charge may further distribute to the persons in charge. Further, when assigning to each person in charge within a group in charge, the allocation unit 14 may allocate to the person in charge in order, or refer to history information such as the number of times each person in charge has been in charge. You can assign it to the person in charge.

The value of the item "skill" is information indicating on which information sorting is performed. For example, when the value of the item "skill" is "destination telephone number", it is distributed to the person in charge or the group in charge linked to the destination telephone number. Also, when the value of the item "skill" is "call flow", it is distributed to the person in charge or the group in charge linked to the call flow.

The value of the item “keyword” is information indicating a keyword when sorting is performed based on the keyword included in the text information 903 . For example, when the value of the item "keyword" is "contract", if the text information 903 includes the text "contract", it is sorted to the associated person in charge or group in charge. In addition, if the value of the item "keyword" is "cancellation + update", if the text information 903 includes both the text "cancellation" and the text "update", the linked person in charge or group in charge distributed. That is, the '+' sign means an AND condition for inclusion in the text information 903 . Alternatively, a symbol representing an OR condition may be used.

The value of the item "order of application" is a value indicating the order in which rules are applied. The sorting unit 14 preferentially applies a rule with a small value of the item “order of application”.

(Outline of operation of information processing device 10)
Next, the operation of the information processing device 10 will be described. FIG. 5 is a flow chart showing an example of the flow of overflow call distribution processing.

The information processing apparatus 10 periodically executes the overflow call distribution process by, for example, nighttime or daytime batch processing. When starting the overflow call distribution process, the information processing device 10 acquires the call information 902 from the storage unit 11 (step S101). Then, the speech recognition unit 13 acquires the speech file 901 by referring to the value of the item "speech file path" included in the call information 902 (step S102). Subsequently, the speech recognition unit 13 performs speech recognition on the speech file 901 to generate text information 903 (step S103).

Subsequently, the distribution unit 14 distributes the overflow calls to the person in charge based on the distribution rule information 904 (step S104). As a result, the allocation destination information 905 indicating the allocation destination is stored in the storage unit 11 .

FIG. 6 is a first diagram showing an example of an overflow call list screen. The overflow call list screen 801 is an example of a screen displayed by the responsible terminal 50 based on the data transmitted from the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by the operator (OP). .

The overflow call list screen 801 includes a list of overflow calls assigned to the person in charge who operates the terminal 50 in charge. The list can accept an operation for browsing detailed information. The list also includes a button for playing back the audio contained in the audio file 901 . When the button is pressed, the information processing device 10 transmits the voice file 901 to the responsible terminal 50 . The responsible terminal 50 reproduces the sound contained in the received sound file 901 through a speaker, headphones, or the like.

The list also includes text information 903 . This allows the assigned person in charge to grasp the customer's needs. Furthermore, the text information 903 may be appropriately edited/updated when there is an error in the speech recognition result.

The list also includes the value of each item included in the call information 902 . For example, the list includes values for the item "customer phone number". Seeing this number, the person in charge can call the customer back. Further, when the terminal in charge 50 has a telephone function, the terminal in charge 50 may receive an operation to make a direct call to the customer from the display of the number. Furthermore, when the terminal in charge 50 has a telephone function, even if the list does not include the value of the item "customer telephone number", the terminal in charge 50 can accept the call operation to the customer's telephone number. may include an operation display such as a "call button". This makes it possible to handle overflow calls without disclosing part of the personal information. Also, the terminal in charge 50 may display a warning when a call operation is received during a time period different from the scheduled callback time period.

The list may also include the values of items such as "scheduled callback date" and "scheduled callback time period" included in the call information 902, text information 903, and the like. The list may also include a value indicating whether sorting was done automatically or manually. Automatic means that the distribution unit 14 has distributed based on the distribution rule information 904, and manual means that the distribution has been performed by the operation of the supervisor (SV).

The list may also include status values that indicate the distribution or response status. The status value is, for example, one of "invalid", "awaiting delivery", "delivered", "accepted", and "accepted".

The list for the operator (OP) includes overflow calls with a status of "distributed" assigned to the operator (OP) and overflows with a status of "distributed" assigned to the group in charge to which the operator (OP) belongs. This includes calls, overflow calls with a status of "serving" or "served", which the operator (OP) is answering or has answered, and the like. It should be noted that the list for the operator (OP) may not include overflow calls with a status of "disabled" and overflow calls with a status of "not waiting". Also, the content and display of the status, and the operation authority for updating the status may be changed as appropriate.

FIG. 7 is a second diagram showing an example of the overflow call list screen. The overflow call list screen 802 is an example of a screen displayed by the responsible terminal 50 based on the data transmitted from the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by the supervisor (SV). .

The list for supervisors (SVs) includes overflow calls with a status of "Invalid" and overflow calls with a status of "Waiting". For example, overflow call list screen 802 in FIG. 7 shows a screen displayed as a result of searching for overflow calls with a status of "invalid". For overflow calls with a status of "void", the list may include the reason for the invalid call determination.

(Modification)
Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and changes can be made within the scope of the gist of the present invention described in the claims. It is possible.

For example, in the present embodiment, the information processing apparatus 10 may notify the person in charge to whom the overflow calls have been distributed via e-mail, SNS, or the like. Also, as a means of communication from the originator, an example of a call over a telephone line has been shown, but other means may be used. For example, it may be a call, a meeting, a chat, etc. on an SNS, or a message by a messenger application or the like. Call information 902 is an example of contact information related to contact from the caller. Also, the text information 903 is an example of communication content information indicating the content of communication from the caller.

The allocating unit 14 may make a reservation for allocating based on the information indicating the attendance/leaving schedule or the attendance/leaving status of the person in charge. Specifically, the distribution rule information 904 includes information indicating a rule of "reservation distribution". If the rule of "reservation distribution" is valid, the distribution unit 14 searches for the person in charge who is scheduled to be at work on the scheduled callback date and time based on the time and date of the scheduled callback, and selects one of the searched persons in charge. Make a reservation for allocation to

Then, on the scheduled callback date, the allocating unit 14 determines whether or not the reserved person in charge is at work based on the work attendance status. When the distribution unit 14 determines that the reserved person in charge is at work, the distribution unit 14 distributes the overflow calls to the person in charge. Further, when the distribution unit 14 determines that the reserved person in charge does not come to work, the distribution unit 14 distributes the overflow call to any of the other persons in charge who are present.

Also, the sorting rule information 904 is based on a combination of caller numbers, product names, matters (response contents, compensation, claims such as insurance), customer names, and names of persons in charge extracted from call flows or voice files. Information indicating a sorting rule may also be included. In this case, the distribution unit 14 may preferentially use the product name over the name of the person in charge, considering the case where the name of the person in charge with the same surname is included.

Also, the distribution rule information 904 may include information indicating distribution rules based on customer names and customer telephone numbers.

Further, the display control unit 15 may control so as to preferentially display overflow calls whose callback reservation time zone includes the current time. For example, as a method of preferentially displaying a specific overflow call, the display control unit 15 displays the specific overflow call above other overflow calls, or emphasizes the specific overflow call ( in a prominent color, e.g. red).

In addition, the display control unit 15 may control so as to preferentially display overflow calls assigned to the person in charge who is browsing or the group in charge to which the person in charge belongs.

Further, the information processing apparatus 10 may notify the operator when there is an overflow call that has been distributed at the timing when the telephone call or after-call work (post-processing of answering work) is completed.

Also, the overflow call list screen may include an alert. An alert is a display indicating a warning, and includes an alert for supervisors (SV) and an alert for operators (OP).

FIG. 8 is a diagram showing an example of an overflow call list screen according to a modification. The overflow call list screen 810 is an example of a screen displayed by the responsible terminal 50 based on the data transmitted to the responsible terminal 50 by the display control unit 15 in response to the request from the responsible terminal 50 of the responsible person.

The list for this person in charge includes an alert 811 for OP and an alert 812 for SV. The OP alert 811 and the SV alert 812 are displayed in different colors or the like. Note that the list for operators (OPs) includes alerts 811 for OPs and does not include alerts 812 for SVs. Also, the list for the supervisor (SV) may include the alert 812 for the SV and not the alert 811 for the OP. The display of the list may be appropriately changed according to roles such as OP, SV, and system administrator.

Further, the display control unit 15 may perform control so that each list screen displays a value obtained by counting the number of alerts 811 for OP and alerts 812 for SV.

The SV alert 812 is displayed when any of the following conditions are met.
(a) When the distribution rule cannot be met and an overflow call that cannot be distributed occurs.
(b) was assigned to an absent operator (OP);
(c) When (the number of unhandled overflow calls accumulated in the group in charge)/(the number of operators (OPs) belonging to the group in charge) exceeds a certain number.
(d) When it is not handled even after a certain period of time.
(e) When a certain period of time has passed in the state of "waiting for difference".

It should be noted that the above-mentioned conditions are an example of conditions prescribed in advance for displaying an alert, and other conditions may be used.

Also, the OP alert 811 is displayed when a certain period of time has passed while the status of "distributed" has passed. Note that the OP alert 811 may not be displayed to the operator (OP) during after-call work.

1 Telephone System 10 Information Processing Device 11 Storage Part 12 Receiving Part 13 Voice Recognition Part 14 Sorting Part 15 Display Control Part 20 PBX
21 call connection control unit 22 transfer processing unit 30 IVR
31 voice file generator 32 call information generator 40 customer terminal 50 terminal in charge

Claims (12)

a distribution unit that distributes a plurality of persons in charge or groups of persons in charge to a person in charge or a group in charge of returning a contact based on contact information related to the contact from the caller or contact content information indicating the content of the contact;
Information processing equipment. The contact information is information about the call from the caller and includes information indicating a call flow in an automatic voice response system,
The sorting unit sorts to a person in charge or a group in charge of returning a call based on the information indicating the call flow.
The information processing device according to claim 1 . The communication content information includes text obtained by converting the voice of the caller into text by voice recognition,
The sorting unit sorts to a person in charge or a group in charge to contact back based on the text included in the contact content information.
The information processing device according to claim 1 . The contact information includes information indicating the contact of the call destination,
The sorting unit sorts to a person in charge or a group in charge of returning a call based on the information indicating the contact of the call destination.
The information processing apparatus according to any one of claims 1 to 3. Further comprising a display control unit for transmitting data for displaying the contact information on a screen to the terminal in response to a request from the terminal operated by the assigned person in charge or the person in charge belonging to the assigned group in charge. ,
The information processing apparatus according to any one of claims 1 to 4. The display control unit transmits data for including and displaying the contact content information on the screen to the terminal.
The information processing device according to claim 5 . The display control unit transmits to the terminal data for including and displaying an operation display for accepting a call operation to the contact of the caller on the screen.
The information processing apparatus according to claim 5 or 6. The display control unit transmits data for including and displaying a warning display on the screen to the terminal when a predetermined condition is satisfied.
The information processing apparatus according to any one of claims 5 to 7. The sorting unit determines whether the call connection request is invalid based on the number of digits of the telephone number of the caller, the recording time of the voice of the caller, or the number of characters of the text included in the contact content information. and if it is determined that it is not the invalid call connection request, it is sorted to the person in charge or the group in charge to contact back;
The information processing apparatus according to any one of claims 1 to 8. A telephone system including a telephone exchange, an automatic voice response device, and an information processing device,
The automatic voice response device,
a voice file generating unit for generating a voice file in which the voice uttered by the customer in the call transferred from the telephone exchange is recorded;
a call information generation unit that generates call information related to a call from a customer,
The information processing device is
a receiving unit that receives the call information and the audio file from the automatic voice response device;
a speech recognition unit that generates text information by converting the speech contained in the audio file into text by speech recognition;
a distribution unit that distributes a plurality of persons in charge or groups of persons in charge to persons in charge or groups in charge of returning calls based on the text information or the call information;
phone system. A computer implemented method comprising:
Distributing a plurality of persons in charge or groups of persons in charge to persons in charge or groups in charge of returning contact based on contact information related to the contact from the caller or contact content information indicating the content of the contact;
apportionment method. A program for causing a computer to function as each unit in the information processing apparatus according to any one of claims 1 to 9.

Images