JP2024001473A - Business support device, business support method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a business support device, a business support method and a program, capable of reducing a work burden on an inquiry counter operator.

SOLUTION: A business support device includes: a speech voice acquisition section which acquires speech voices where the speech between an inquirer making an inquiry related to services to an inquiry counter and a respondent answering the inquiry at the inquiry counter is recorded; an analysis section which analyzes the speech voices to extract a keyword related to the inquiry; a history information generation section which generates history information showing a history of the inquiry, on the basis of the keyword; a ranking information generation section which generates ranking information showing information ranked for the inquiry, on the basis of the history information; and an output control section which makes control to send the ranking information to a device that displays a ranking related to the inquiry for a homepage related to the services on the basis of the ranking information.

SELECTED DRAWING: Figure 2

COPYRIGHT: (C)2024,JPO&INPIT

Description

The present invention relates to a business support device, a business support method, and a program.

BACKGROUND ART Conventionally, various services have been provided with an inquiry desk (for example, a call center) for receiving inquiries from service users. Detailed information about services is often posted on the service-related home page. Therefore, if a user wants to know something about a service, he or she can obtain the necessary information by checking the service information on the homepage.
However, in services with complex content such as administrative procedures and financial products, the amount of information posted on the homepage and technical terms are large, and users may not be able to find the information they need. In this case, users tend to make inquiries to the inquiry counter by telephone and try to obtain the necessary information. As a result, the number of inquiries to the inquiry desk has increased, and the operational burden on operators has increased.

Therefore, various techniques have been proposed to reduce the operational burden on operators when making inquiries about various services. For example, Patent Document 1 listed below discloses a technology for automatically responding to inquiries from users to local governments using AI (Artificial Intelligence).

JP2020-27673A

However, even if AI is used as in the technique of Patent Document 1, if an inquiry from a user cannot be answered appropriately, the operator may receive the inquiry as a result.

In view of the above-mentioned problems, an object of the present invention is to provide a business support device, a business support method, and a program that can reduce the work burden on an operator at an inquiry desk.

In order to solve the above-mentioned problem, a business support device according to one aspect of the present invention provides a service support system that allows an inquirer to make an inquiry regarding a service to an inquiry desk, and an answerer to answer the inquiry at the inquiry desk. a call audio acquisition unit that acquires a recorded call audio; an analysis unit that analyzes the acquired call audio to extract keywords related to the inquiry; and a history of the inquiry based on the extracted keywords. a history information generation unit that generates history information indicating the generated history information; a ranking information generation unit that generates ranking information indicating ranked information regarding the inquiry based on the generated history information; and an output control unit that causes the generated ranking information to be transmitted to a device that displays the ranking related to the inquiry on the homepage related to the service based on the website.

In the business support method according to one aspect of the present invention, the call audio acquisition unit records a phone call between an inquirer who makes an inquiry regarding a service to an inquiry desk and a respondent who answers the inquiry at the inquiry desk. an analysis step in which an analysis section analyzes the acquired telephone call voice and extracts keywords related to the inquiry; and a history information generation section extracts the extracted keywords. a history information generation step that generates history information indicating the history of the inquiry based on the above, and a ranking information generation unit generates ranking information indicating ranked information regarding the inquiry based on the generated history information. a ranking information generation step; an output control step in which the output control unit transmits the generated ranking information to a device that displays the ranking related to the inquiry on the homepage related to the service based on the generated ranking information; including.

A program according to one aspect of the present invention causes a computer to listen to a recorded telephone call between an inquirer who makes an inquiry regarding a service to an inquiry counter and a respondent who answers the inquiry at the inquiry counter. a call voice acquisition means for acquiring; an analysis means for analyzing the acquired call voice and extracting keywords related to the inquiry; and a history generating history information indicating a history of the inquiry based on the extracted keywords. an information generating means, a ranking information generating means for generating ranking information indicating ranked information regarding the inquiry based on the generated history information, and a homepage related to the service based on the generated ranking information. It functions as an output control means for transmitting the generated ranking information to a device that displays rankings related to the inquiry.

According to the present invention, it is possible to reduce the workload of the operator at the inquiry desk.

1 is a diagram showing an example of a schematic configuration of a business support system according to the present embodiment. 1 is a block diagram showing an example of a functional configuration of a business support device according to an embodiment. FIG. It is a diagram showing an example of the data structure of a service information DB according to the present embodiment. It is a diagram showing an example of the data structure of a history information DB according to the present embodiment. It is a figure showing an example of the data structure of ranking information DB concerning this embodiment. It is a sequence diagram which shows an example of the flow of the process which displays service information on a respondent terminal in the business support system based on this embodiment. It is a sequence diagram which shows an example of the flow of the process which displays service information on a respondent terminal in the business support system based on this embodiment. It is a sequence diagram which shows an example of the flow of the process which displays service information on an inquirer terminal in the business support system based on this embodiment. It is a sequence diagram which shows an example of the flow of the process which displays service information on an inquirer terminal in the business support system based on this embodiment. FIG. 2 is a sequence diagram illustrating an example of the flow of processing for displaying service information on a homepage in the business support system according to the present embodiment. FIG. 2 is a sequence diagram illustrating an example of the flow of processing for displaying service information on a homepage in the business support system according to the present embodiment.

Embodiments of the present invention will be described in detail below with reference to the drawings.
The present invention relates to a business support system for supporting an operator in responding to inquiries from users of various services at an inquiry counter.
Service providers include, for example, administrative agencies such as local governments, financial institutions, and companies.
In the following embodiment, an example will be described in which the inquiry desk is a call center that responds to inquiries from users by telephone. In this case, the operator is a call center employee. Hereinafter, a person such as a service user who makes an inquiry regarding a service to a call center will be referred to as an "inquirer." Further, a person who answers an inquiry at a call center, such as a call center operator, is referred to as a "respondent."
Note that the call center may be located either inside or outside the organization of the service provider. Further, the call center may be operated by a service provider or an agency.
Further, the inquiry desk is not limited to a call center, but may be a business office or department that responds to inquiries from users in the organization of the service provider. In this case, the operator is an employee within the service provider's organization, such as a municipal employee.
Although there are no particular limitations on the industry/industry or type of service to which the present invention is applied, it is particularly effective for services with complex content, such as services provided by local governments and services provided by financial institutions. Furthermore, although the content of inquiries to which the present invention is applicable is not particularly limited, it is particularly effective for inquiries that are difficult to answer, such as inquiries regarding administrative procedures and inquiries regarding financial products.
In the following embodiment, an inquiry regarding the procedure of a service provided by a local government will be explained as an example.

<1. General configuration of business support system>
An overview of the business support system according to this embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of a schematic configuration of a business support system according to the present embodiment.
As shown in FIG. 1, the business support system 1 includes an inquirer terminal 10, a CTI (Computer Telephony Integration) system 20, a respondent terminal 30, a business support device 40, a cloud server 50, and a CMS (Contents Management System) server 60.

(1) Inquirer terminal 10
The inquirer terminal 10 is a terminal used by the inquirer. The inquirer terminal 10 may be realized by, for example, a smartphone, a tablet terminal, a PC (Personal Computer), or the like. As shown in FIG. 1, the inquirer terminal 10 is communicably connected to a CTI system 20, a business support device 40, and a cloud server 50. Note that the inquirer terminal 10 is connected to the answerer terminal 30 via the CTI system 20 so as to be able to communicate over the phone.

The inquirer is, for example, a resident of the local government. When an inquirer wishes to make an inquiry regarding the procedures for a local government service, the inquirer makes an inquiry by telephone from the inquirer terminal 10 to the administrative agency (for example, a government office) that serves as the inquiry destination for the service.

(2) CTI system 20
CTI system 20 is a system for integrating computers and telephones in a call center. As shown in FIG. 1, the CTI system 20 is communicably connected to an inquirer terminal 10, a respondent terminal 30, and a business support device 40.

The CTI system 20 includes a PBX (Private Branch Exchange) (not shown) that is an exchange that connects external lines and internal lines. The CTI system 20 can connect the inquirer terminal 10 and the answerer terminal 30 via a PBX. For example, the PBX can aggregate outside calls made from multiple inquirer terminals 10 to the call center's representative number, and connect each to the answerer terminal 30 that can receive calls. Thereby, the CTI system 20 makes it possible to receive a telephone call or make a conversation from the inquirer terminal 10 using the answerer terminal 30 to which a headset (microphone-integrated headphones) is connected.
Furthermore, the CTI system 20 has a function of recording a telephone conversation between an inquirer and a respondent.

(3) Respondent terminal 30
The respondent terminal 30 is a terminal used by the respondent. The respondent terminal 30 may be realized by, for example, a PC, a tablet terminal, a smartphone, or the like. As shown in FIG. 1, the respondent terminal 30 is communicably connected to the CTI system 20 and the business support device 40. Note that the respondent terminal 30 is connected to the inquirer terminal 10 via the CTI system 20 so as to be able to communicate over the phone.

When the answerer terminal 30 receives a call from the inquirer, the answerer operates the answerer terminal 30 to start a call and respond to the inquiry.
Note that in this embodiment, the number of respondent terminals 30 is not particularly limited.

(4) Business support device 40
The business support device 40 is a device for supporting a respondent's business at a call center. The business support device 40 is realized by, for example, a PC, a server, or a tablet terminal. As shown in FIG. 1, the business support device 40 is communicably connected to the inquirer terminal 10, the CTI system 20, the respondent terminal 30, the cloud server 50, and the CMS server 60.

(5) Cloud server 50
The cloud server 50 is a server that manages guidance information indicating information for guiding an inquirer (hereinafter also referred to as "guidance information"). As shown in FIG. 1, the cloud server 50 is communicably connected to the business support device 40 and the inquirer terminal 10.

The guidance information includes service information selected as information to guide the inquirer from among detailed information regarding the service (hereinafter also referred to as "service information") prepared in advance by the service provider. The service information according to this embodiment is specifically detailed information regarding procedures for services provided by local governments.
Note that if the amount of guidance information including service information to guide the inquirer exceeds the upper limit of the amount of information that can be sent to the inquirer terminal 10, the guidance information includes access to the service information instead of the service information. It may also include a URL (Uniform Resource Locator) for doing so. In this embodiment, the guidance information is transmitted to the inquirer terminal 10 by, for example, SMS (Short Message Service). Therefore, the upper limit of the amount of information that can be transmitted to the inquirer terminal 10 is the upper limit of the amount of information that can be transmitted by SMS.

(6) CMS server 60
The CMS server 60 is a server that manages web content related to services. As shown in FIG. 1, the CMS server 60 is communicably connected to the business support device 40.
The CMS server 60 manages, for example, homepages related to services. Specifically, the CMS server 60 updates the home page based on the information received from the business support device 40 so that information regarding the inquiry is displayed.

<2. Functional configuration of business support device>
The general configuration of the business support system 1 according to the present embodiment has been described above. Next, the functional configuration of the business support device 40 according to this embodiment will be described with reference to FIGS. 2 to 5. FIG. 2 is a block diagram showing an example of the functional configuration of the business support device 40 according to the present embodiment.
As shown in FIG. 2, the business support device 40 includes a communication section 410, a storage section 420, and a control section 430.

(1) Communication department 410
The communication unit 410 has a function of transmitting and receiving various information. For example, the communication unit 410 communicates with the inquirer terminal 10, the CTI system 20, the respondent terminal 30, the cloud server 50, and the CMS server 60.

In communicating with the inquirer terminal 10, the communication unit 410 transmits guidance information.
Furthermore, during communication with the CTI system 20, the communication unit 410 receives call audio. The call audio is the audio recorded by the CTI system 20 of the call between the inquirer and the respondent.
Furthermore, in communication with the respondent terminal 30, the communication unit 410 receives input information and transmits service information. The input information is information input into the respondent terminal 30 by the respondent. Specifically, the input information is information indicating the contents of the inquiry, the contents of the selection, the guidance information destination, and the like. The information indicating the content of the inquiry is information regarding the inquiry obtained by the answerer during a telephone conversation with the inquirer. The information indicating the selection content is information indicating the service information selected by the answerer as information to guide the inquirer among the service information. The information indicating the guidance information transmission destination is information indicating the transmission destination of the guidance information obtained by the answerer through a telephone conversation with the inquirer. In this embodiment, the guidance information is transmitted to the inquirer terminal 10 by SMS. Therefore, the information indicating the guidance information destination according to this embodiment is the telephone number of the inquirer terminal 10.
Furthermore, in communicating with the cloud server 50, the communication unit 410 transmits guidance information.
Furthermore, in communication with the CMS server 60, the communication unit 410 transmits ranking information. Ranking information is information ranked regarding inquiries. The ranking is, for example, a ranking of service information according to the number of selections selected as an answer, a ranking of the contents of inquiries according to the number of inquiries, or the like. Note that the ranking may be done for each category.

(2) Storage unit 420
The storage unit 420 has a function of storing various information. The storage unit 420 includes a storage medium such as a hard disk drive (HDD), solid state drive (SSD), flash memory, electrically erasable programmable read only memory (EEPROM), random access read/write memory (RAM), and read/write memory (ROM). Only Memory), or any combination of these storage media.
The storage unit 420 stores various information in a database (DB). As shown in FIG. 2, the storage unit 420 includes, for example, a service information DB 421, a history information DB 422, and a ranking information DB 423.
Here, the data structure of each DB will be explained with reference to FIGS. 3 to 5.

(2-1) Service information DB421
The data structure of the service information DB 421 according to this embodiment will be explained with reference to FIG. 3. FIG. 3 is a diagram showing an example of the data structure of the service information DB 421 according to the present embodiment.
The service information DB 421 is a database that stores service information. In this embodiment, the service information DB 421 stores data indicating detailed information regarding procedures for services provided by local governments. Therefore, as shown in FIG. 3, the service information DB 421 includes items such as a procedure number, procedure category, procedure name, procedure content, procedure target person, procedure necessities, and procedure location.
The procedure number is a unique number for each procedure. The procedure category is information indicating the category of the procedure, such as moving-related or tax-related. The procedure name is information indicating the name of the procedure, such as change of address or birth registration. The procedure content is information that explains in detail the content and steps of the procedure. The person to whom the procedure is applied is information indicating the person to whom the procedure is to be performed, such as the person himself/herself, his/her parents, or the head of the household. Procedure-required items are items necessary for the procedure, such as identity verification documents. The procedure location is information indicating the location where the procedure is performed, such as the department in charge of the procedure or the counter in charge.

(2-2) History information DB422
The data structure of the history information DB 422 according to this embodiment will be explained with reference to FIG. 4. FIG. 4 is a diagram showing an example of the data structure of the history information DB 422 according to the present embodiment.
The history information DB 422 is a database that stores history information. History information is information indicating the history of inquiries. Therefore, as shown in FIG. 4, the history information DB 422 includes items such as inquiry number, inquiry name, inquiry category, inquiry date and time, and selected service information.
The inquiry number is a unique number for each inquiry. The inquiry name is information indicating the name of the inquiry, such as address change or birth registration. The inquiry category is information indicating the category of the inquiry, such as moving-related or tax-related. The inquiry date and time is the date and time when the inquiry was actually made. The selected service information is information indicating the correspondence between an inquiry and the service information selected by the answerer as an answer to the inquiry. Service information selected as an answer to an inquiry is associated with each inquiry by the selected service information. The selected service information is, for example, a procedure number stored in the service information DB 421. Note that the selected service information may be information other than the procedure number stored in the service information DB 421. Further, the number of selected service information associated with one inquiry is not limited to one, and may be plural.

(2-3) Ranking information DB423
The data structure of the ranking information DB 423 according to this embodiment will be described with reference to FIG. 5. FIG. 5 is a diagram showing an example of the data structure of the ranking information DB 423 according to the present embodiment.
The ranking information DB 423 is a database that stores ranking information. Therefore, as shown in FIG. 5, the ranking information DB 423 is composed of items such as ranking targets, ranking categories, total numbers, and rankings.
The ranking target is information indicating the ranking target. For example, the ranking target is service information or the contents of an inquiry, and specifically, information such as a procedure number or an inquiry number. The ranking category is information indicating a ranking category. For example, the ranking category is information such as a procedure category or an inquiry category. The total number is information for ranking. For example, the total number is information such as the number of selections and the number of inquiries. Ranking is information indicating ranking.

(3) Control unit 430
The control unit 430 has a function of controlling the overall operation of the business support device 40. The control unit 430 is realized, for example, by causing a CPU (Central Processing Unit) provided as hardware in the business support device 40 to execute a program.
As shown in FIG. 2, the control unit 430 includes a DB update unit 431, a call audio acquisition unit 432, an input information acquisition unit 433, an analysis unit 434, a search unit 435, a history information generation unit 436, and a guide It includes an information generation section 437, a ranking information generation section 438, and an output control section 439.

(3-1) DB update unit 431
The DB update unit 431 has a function of updating the DB. For example, when the DB update unit 431 receives update service information from a service administrator's terminal (not shown) via the communication unit 410, the DB update unit 431 updates the service information DB 421 based on the service information.
Further, when history information is generated by a history information generation unit 436 described later, the DB update unit 431 updates the history information DB 422 based on the history information.
Further, when ranking information is generated by a ranking information generation unit 438 described later, the DB update unit 431 updates the ranking information DB 423 based on the ranking information.

(3-2) Call audio acquisition unit 432
The call audio acquisition unit 432 has a function of acquiring call audio. For example, the call audio acquisition unit 432 acquires call audio from the CTI system 20 via the communication unit 410.
The call voice acquisition unit 432 outputs the acquired call voice to the analysis unit 434.

(3-3) Input information acquisition unit 433
The input information acquisition unit 433 has a function of acquiring input information. For example, the input information acquisition unit 433 acquires input information from the respondent terminal 30 via the communication unit 410. Specifically, the input information acquisition unit 433 acquires, as input information, information input by the respondent into the respondent terminal 30 and indicating the contents of the inquiry, the contents of the selection, the guidance information destination, and the like.
When the input information acquisition unit 433 acquires information indicating the content of the inquiry, it outputs the information to the analysis unit 434. Further, when the input information acquisition unit 433 acquires information indicating the selection content, it outputs the information to the history information generation unit 436 and the guide information generation unit 437. Further, when the input information acquisition unit 433 acquires information indicating the guide information destination, the input information acquisition unit 433 outputs the information to the output control unit 439.

(3-4) Analysis department 434
The analysis unit 434 has a function of analyzing inquiries. For example, the analysis unit 434 analyzes the call voice acquired by the call voice acquisition unit 432 and extracts keywords related to the inquiry. The analysis unit 434 outputs the extracted keywords to the search unit 435 and the history information generation unit 436. Note that the keyword extraction by the analysis unit 434 is performed in real time while the inquirer and the respondent are talking over the phone.

Specifically, the analysis unit 434 extracts keywords from the inquirer's voice and the respondent's voice based on the call voice. When the respondent receives an explanation about the content of the inquiry from the inquirer, the respondent may ask the respondent questions regarding the content of the inquiry in order to clarify the content of the inquiry or provide a more appropriate response to the inquiry. There are cases where it is done. Therefore, by the analysis unit 434 extracting keywords not only from the inquirer's voice but also from the responder's voice, it is possible to improve the accuracy of the service information acquired by the functions of each component to be described later in order to answer the inquiry. can.

Further, when the input information acquisition unit 433 acquires input information indicating the content of the inquiry, the analysis unit 434 may also extract keywords from the input information. The input information indicating the content of the inquiry includes information that the answerer has determined to be related to the content of the inquiry during a telephone conversation with the inquirer. This input information may include information that is not included in the call voice. Therefore, by the analysis unit 434 extracting keywords not only from the call voice but also from the input information indicating the content of the inquiry, it is possible to improve the accuracy of the service information acquired by the functions of each component described below in order to answer the inquiry. can.

(3-5) Search section 435
The search unit 435 has a function of acquiring service information regarding an inquiry. For example, the search unit 435 acquires corresponding service information by keyword search. The search unit 435 outputs the acquired service information to the history information generation unit 436, the guide information generation unit 437, and the output control unit 439. Note that the search unit 435 acquires the service information in real time while the inquirer and the respondent are talking over the phone.

Specifically, the search unit 435 searches the service information in the service information DB 421 stored in the storage unit 420 for the keyword extracted by the analysis unit 434, and acquires service information including the keyword as service information related to the inquiry. do. If there is a plurality of pieces of service information including the keyword, the search unit 435 acquires the plural pieces of service information. Thereby, the search unit 435 can acquire service information related to the inquiry that the answerer has received from the inquirer.
Note that the search unit 435 acquires service information regarding the inquiry based on the keywords extracted from the call voice and input information by the analysis unit 434. Thereby, the search unit 435 can obtain service information related to the inquiry with higher accuracy compared to the case where service information related to the inquiry is obtained based on keywords extracted only from the call voice by the analysis unit 434.

Note that the search unit 435 may acquire service information related to an inquiry every time a keyword is extracted by the analysis unit 434. As the conversation between the inquirer and the respondent progresses, the number of keywords extracted by the analysis unit 434 increases. Therefore, the search unit 435 can further narrow down the service information to be acquired through the search and can increase the amount of service information to be acquired through the search. This allows respondents to respond to inquiries with higher accuracy and more specifically.

(3-6) History information generation unit 436
The history information generation unit 436 has a function of generating history information. For example, the history information generation unit 436 generates history information for each inquiry based on the keywords extracted by the analysis unit 434. Specifically, the history information generation unit 436 assigns a unique inquiry number to each inquiry, sets the inquiry name and inquiry category based on the keyword, and sets the actual date and time of the inquiry as the inquiry date and time. Further, the history information generation unit 436 sets selected service information based on the input information indicating the selection content input by the input information acquisition unit 433. In this manner, the history information generation unit 436 generates history information and outputs the generated history information to the DB update unit 431.
Note that the history information generation unit 436 may generate history information so as to include all the service information acquired by the search unit 435 based on the keyword.

(3-7) Guide information generation unit 437
The guide information generation unit 437 has a function of generating guide information. For example, the guide information generation unit 437 generates guide information based on the service information acquired by the search unit 435. The service information acquired by the search unit 435 is information acquired in accordance with the content of the inquiry from the inquirer. Therefore, by using the service information acquired by the search unit 435, the guidance information generation unit 437 can generate guidance information more suitable for each inquirer.
The guidance information generation section 437 outputs the generated guidance information to the output control section 439.

Specifically, first, the guidance information generation unit 437 determines the amount of guidance information when the service information acquired by the search unit 435 is included in the guidance information, and the upper limit of the amount of guidance information (for example, sent by SMS). (upper limit of possible amount of information).
If the information amount of the guidance information does not exceed the upper limit, the guidance information generation section 437 generates guidance information including the service information acquired by the search section 435.
On the other hand, if the amount of guidance information exceeds the upper limit, the guidance information generation unit 437 generates a URL for accessing the service information as a unique URL for the inquirer, instead of the service information acquired by the search unit 435. generate. Then, the guide information generation unit 437 generates guide information including the generated URL. Thereby, even if the service information has a large amount of information, it can be provided to the inquirer by SMS. Furthermore, it is possible to provide each inquirer with information specific to each inquirer, rather than common information.

Note that when the input information acquisition unit 433 acquires input information indicating the selection content, the guidance information generation unit 437 generates guidance information for guiding only the service information indicated by the input information. The input information indicating the selection contents is determined by the respondent when the service information acquired by the search unit 435 is displayed on the respondent terminal 30, as to whether each piece of service information is appropriate as service information to be provided to the inquirer. This information indicates that the service information has been selected as service information to be provided to the inquirer. Therefore, by generating the guidance information based on the input information indicating the selected content, the guidance information generation unit 437 can generate the guidance information with higher accuracy as information to be provided to the inquirer.

(3-8) Ranking information generation unit 438
The ranking information generation unit 438 has a function of generating ranking information. Ranking information generation section 438 generates ranking information based on the history information generated by history information generation section 436. Ranking information generation section 438 outputs the generated ranking information to DB update section 431 and output control section 439.

For example, the ranking information generation unit 438 ranks the ranking targets based on the history information. As a result, the ranking of inquiries for the entire service is displayed on the service-related homepage. Therefore, an inquirer can easily find information related to frequent inquiries throughout the service.
When the ranking target is service information, the ranking information generation unit 438 ranks the service information according to the number of selections for each piece of service information. Specifically, first, the ranking information generation unit 438 totals the number of selections in which service information was selected as an answer for each service information based on the selected service information in the history information. For example, when the selected service information is a procedure number, the ranking information generation unit 438 can total the number of selections of each service information by totaling the number of procedure numbers in the history information for each procedure number. Next, the ranking information generation unit 438 ranks the service information according to the total number of selections. For example, the ranking information generation unit 438 ranks service information such that the more times the service information is selected, the higher the service information is.
When the ranking target is the content of an inquiry, the ranking information generation unit 438 ranks the content of the inquiry according to the number of inquiries for each content of the inquiry. Specifically, first, the ranking information generation unit 438 totals the number of times service information has been selected for each service information based on the selected service information in the history information. Next, the ranking information generation unit 438 calculates the number of inquiries for each inquiry content based on the correspondence between inquiries and service information and the total number of times. The ranking information generation unit 438 then ranks the contents of the inquiries according to the calculated number of inquiries. For example, the ranking information generation unit 438 performs ranking such that the content of an inquiry with a larger number of inquiries is ranked higher.

Furthermore, the ranking information generation unit 438 ranks the ranking targets for each ranking category based on the history information. As a result, rankings related to inquiries in each category are displayed on the homepage related to the service. Therefore, the inquirer can easily find information related to frequently asked questions for each category.
When the ranking target is service information, the ranking information generation unit 438 ranks the service information for each procedure category based on the total number of selections.
When the ranking target is the content of an inquiry, the ranking information generation unit 438 ranks the content of the inquiry for each inquiry category based on the total number of inquiries.

Furthermore, the ranking information generation unit 438 may rank the ranking categories based on the total number of ranking targets. As a result, the ranking for the category is displayed on the homepage for the service. Therefore, an inquirer can easily find information related to a category of frequently asked questions.
When the ranking target is service information, the ranking information generation unit 438 ranks the procedure categories based on the total number of selections. Specifically, the ranking information generation unit 438 totals the number of selections of service information in the same procedure category for each procedure category, and calculates the number of selections for each procedure category. The ranking information generation unit 438 then ranks the procedure categories according to the calculated number of selections. For example, the ranking information generation unit 438 ranks the procedure category so that the more times it is selected, the higher the procedure category is.
Furthermore, when the ranking target is the contents of inquiries, the ranking information generation unit 438 ranks the inquiry categories based on the total number of inquiries. Specifically, for each inquiry category, the ranking information generation unit 438 totals the number of inquiries regarding the content of inquiries within the same inquiry category, and calculates the number of inquiries for each inquiry category. The ranking information generation unit 438 then ranks the inquiry categories according to the calculated number of inquiries. For example, the ranking information generation unit 438 ranks the inquiry category with a larger number of inquiries, the higher the inquiry category.
Note that for highly seasonal inquiries (for example, in March, related to moving), the number of selections and inquiries will inevitably be large, and the ranking will be high. Therefore, the inquirer can easily find information related to highly seasonal inquiries by checking the top rankings displayed on the service-related home page.

(3-9) Output control section 439
The output control unit 439 has a function of controlling various outputs. For example, the output control unit 439 causes the answerer terminal 30 to display the service information acquired by the search unit 435. Note that the display control of service information by the output control unit 439 is performed in real time while the inquirer and the answerer are talking over the phone. Therefore, service information related to the inquiry is displayed on the answerer terminal 30 in real time during the call with the inquirer. Thereby, the answerer can confirm the service information related to the inquiry during a telephone call with the inquirer, and can easily respond to the inquiry.
Further, the output control unit 439 updates the service information displayed on the answerer terminal 30 every time service information related to the inquiry is acquired. Thereby, the service information displayed on the answerer terminal 30 changes in real time according to the content of the call between the inquirer and the answerer. Therefore, the answerer can easily provide a more appropriate answer to the current inquiry.

Further, the output control unit 439 causes the guidance information generated by the guidance information generation unit 437 to be transmitted to the inquirer terminal 10. At this time, the output control unit 439 causes the guidance information to be transmitted to the inquirer terminal 10 indicated by the destination, based on the input information indicating the destination of the guidance information acquired by the input information acquisition unit 433. Thereby, after the inquiry is completed, the inquirer can reconfirm the answer to the inquiry by displaying the service information included in the guide information or the service information accessed by the URL on the inquirer terminal 10. Moreover, even if the inquirer cannot understand the answer to the inquiry at first time, he or she can check the service information displayed on the inquirer terminal 10 to deepen his/her understanding. Thereby, the frequency of receiving similar inquiries from inquirers can be reduced, and the operational burden on call center operators can be reduced.

Further, the output control unit 439 causes the ranking information generated by the ranking information generation unit 438 to be transmitted to the CMS server 60. Based on the ranking information, the CMS server 60 displays rankings related to inquiries on homepages related to services. This allows the inquirer to easily find and resolve frequently asked questions from the ranking information on the homepage. Thereby, the frequency of receiving similar inquiries from inquirers can be reduced, and the operational burden on call center operators can be reduced.

<3. Processing flow>
The functional configuration of the business support device 40 according to this embodiment has been described above. Next, the flow of processing according to this embodiment will be described with reference to FIGS. 6 to 11.

(1) Processing for displaying service information on respondent terminal 30 The flow of processing for displaying service information on respondent terminal 30 will be described with reference to FIGS. 6 and 7. 6 and 7 are sequence diagrams showing an example of the flow of processing for displaying service information on the respondent terminal 30 in the business support system 1 according to the present embodiment. FIG. 6 shows the processing from step S101 to step S109, and FIG. 7 shows the processing from step S110 to step S121. After step S109 shown in FIG. 6, the process proceeds to step S110 shown in FIG.

First, the inquirer performs a calling operation on the inquirer terminal 10 (step S101).
The inquirer terminal 10 receives the call operation from the inquirer and makes a call to the call center (step S102).
The CTI system 20 of the call center aggregates outside lines from the inquirer terminal 10 and distributes each outside line to the respondent terminals 30 that can receive calls (step S103).
The respondent terminal 30 receives the outside line assigned by the CTI system 20 (step S104).
The respondent performs a call receiving operation on the respondent terminal 30 that received the outside line call (step S105). Thereby, the inquirer terminal 10 and the answerer terminal 30 are connected via the CTI system 20 so that they can talk.

The inquirer explains the contents of the inquiry to the respondent via the inquirer terminal 10 (step S106).
The respondent confirms or asks questions regarding the content of the inquiry to the inquirer as necessary via the respondent terminal 30 (step S107).
The CTI system 20 records the voice of the conversation between the inquirer and the respondent (step S108).
The CTI system 20 transmits the recorded call voice to the business support device 40 (step S109).

The call voice acquisition unit 432 of the business support device 40 acquires the call voice transmitted from the CTI system 20 (step S110).
When the answerer terminal 30 receives inquiry details from the answerer (step S111), it transmits input information indicating the entered inquiry details to the business support device 40 (step S112).
The input information acquisition unit 433 of the business support device 40 acquires the input information when the input information indicating the content of the inquiry is transmitted from the respondent terminal 30 (step S113).

The analysis unit 434 of the business support device 40 extracts keywords (step S114). Specifically, the analysis unit 434 analyzes at least the call voice and extracts keywords. Furthermore, if input information indicating the content of the inquiry has been acquired in step S113, the analysis unit 434 also analyzes the input information and extracts keywords.
The search unit 435 of the business support device 40 searches for service information (step S115). Specifically, the search unit 435 searches the service information of the service information DB 421 stored in the storage unit 420 for the keyword acquired in step S114, and acquires service information including the keyword as service information regarding the inquiry. .
The output control unit 439 of the business support device 40 transmits the service information acquired in step S115 to the respondent terminal 30 via the communication unit 410 (step S116). The output control unit 439 then displays the service information on the respondent terminal 30.
Further, the history information generation unit 436 of the business support device 40 generates history information for each inquiry based on the keywords extracted by the analysis unit 434 (step S117).
The DB update unit 431 stores the history information generated by the history information generation unit 436 in the history information DB 422 of the storage unit 420 (step S118).

When the respondent terminal 30 receives the service information from the business support device 40, it displays the service information (step S119).
The respondent confirms the service information displayed on the respondent terminal 30 (step S120). At this time, the respondent determines whether the service information displayed on the respondent terminal 30 is appropriate information for the inquiry. Then, the answerer answers the inquiry to the inquirer based on the service information determined to be appropriate (step S121).

(2) Process for displaying service information on the inquirer terminal 10 The flow of the process for displaying service information on the inquirer terminal 10 will be described with reference to FIGS. 8 and 9. 8 and 9 are sequence diagrams showing an example of the flow of processing for displaying service information on the inquirer terminal 10 in the business support system 1 according to the present embodiment. FIG. 8 shows the processing from step S201 to step S211, and FIG. 9 shows the processing from step S212 to step S218. After step S211 shown in FIG. 8, the process advances to step S212 shown in FIG.

First, the respondent inputs selection details into the respondent terminal 30 (step S201). Specifically, the respondent performs an input to select service information to be provided to the inquirer as guidance information from among the service information displayed on the respondent terminal 30 in step S119.
The respondent terminal 30 transmits input information indicating the selected content to the business support device 40 (step S202).

When the input information indicating the selected content is transmitted from the respondent terminal 30, the input information acquisition unit 433 acquires the input information (step S203).
The guidance information generation unit 437 of the business support device 40 generates guidance information (step S204). Specifically, the guide information generation unit 437 generates guide information based on the service information acquired by the search unit 435. Note that when the input information acquisition unit 433 has acquired input information indicating the selection content, the guidance information generation unit 437 generates guidance information based on the input information.
The output control unit 439 transmits the guidance information generated in step S204 to the cloud server 50 via the communication unit 410 (step S205). Then, the output control unit 439 causes the cloud server 50 to store the guidance information.
When the cloud server 50 receives guidance information from the business support device 40, it stores the guidance information (step S206).

The respondent confirms the destination (telephone number) of the guidance information with the inquirer (step S207).
The inquirer replies to the respondent the destination of the guidance information (step S208).
The respondent inputs the destination of the guidance information into the respondent terminal 30 (step S209).
The respondent terminal 30 transmits input information indicating the destination of the guidance information to the business support device 40 (step S210).
When input information indicating the destination of guidance information is transmitted from the respondent terminal 30, the input information acquisition unit 433 acquires the input information (step S211).
The output control unit 439 transmits the guidance information to the inquirer terminal 10 (step S212). Specifically, the output control unit 439 transmits guidance information by SMS to the telephone number indicated by the input information acquired by the input information acquisition unit 433.

The inquirer confirms the guidance information that the inquirer terminal 10 has received from the business support device 40 (step S213).
If the guide information includes a URL, the inquirer performs an access operation (for example, taps the URL) (step S214).
The inquirer terminal 10 receives the URL access operation and accesses the URL (step S215).
The cloud server 50 receives the request caused by the inquirer terminal 10 accessing the URL, and transmits the service information corresponding to the URL to the inquirer terminal 10 (step S216).
The inquirer terminal 10 displays the service information received from the cloud server 50 (step S217).
The inquirer confirms the service information displayed on the inquirer terminal 10 (step S218).

(3) Processing for displaying service information on a homepage The flow of processing for displaying service information on a homepage will be described with reference to FIGS. 10 and 11. 10 and 11 are sequence diagrams showing an example of the flow of processing for displaying service information on a homepage in the business support system 1 according to the present embodiment. FIG. 10 shows the processing from step S301 to step S308, and FIG. 11 shows the processing from step S309 to step S316. After step S308 shown in FIG. 10, the process advances to step S309 shown in FIG. Note that an example in which the ranking target is service information will be described below.

First, the ranking information generation unit 438 of the business support device 40 generates ranking information (step S301). Specifically, the ranking information generation unit 438 generates ranking information based on the history information generated by the history information generation unit 436 and stored in the history information DB 422 in step S117.
The DB update unit 431 stores the ranking information generated by the ranking information generation unit 438 in the ranking information DB 423 of the storage unit 420 (step S302).
The output control unit 439 transmits the ranking information generated in step S302 to the CMS server 60 via the communication unit 410 (step S303).
The CMS server 60 generates a ranking page (step S304). Specifically, the CMS server 60 updates the information on the homepage so that the ranking based on the received ranking information is displayed on the homepage related to the service. At this time, the CMS server 60 updates the ranking so that it is displayed in a more prominent position on the home page. For example, the CMS server 60 displays the ranking on the top page of the homepage.

The inquirer performs an operation to access the ranking page on the inquirer terminal 10 (step S305). The access operation is, for example, an operation of searching for a home page with a browser and tapping and displaying a corresponding page from the search results.
In response to the access operation from the inquirer, the inquirer terminal 10 requests the homepage to display a ranking page (step S306).
Upon receiving the display request from the inquirer terminal 10, the homepage requests page information of the ranking page from the CMS server 60 (step S307).
Upon receiving the request from the homepage, the CMS server 60 transmits the page information of the ranking page to the homepage (step S308).

The homepage displays the ranking page on the inquirer terminal 10 based on the page information received from the CMS server 60 (step S309).
The inquirer checks the ranking page displayed on the inquirer terminal 10 (step S310).
If there is service information that the inquirer wants to check in detail in the ranking, the inquirer performs an operation to access the service information (eg, tap the inquiry item) on the inquirer terminal 10 (step S311).
In response to the access operation from the inquirer, the inquirer terminal 10 requests the home page to display service information (step S312).
Upon receiving the display request from the inquirer terminal 10, the homepage requests page information of service information from the CMS server 60 (step S313).
Upon receiving the request from the homepage, the CMS server 60 transmits page information of service information to the homepage (step S314).
The homepage displays service information on the inquirer terminal 10 based on the page information received from the CMS server 60 (step S315).
The inquirer confirms the service information displayed on the inquirer terminal 10 (step S316).

As explained above, the business support device 40 according to the present embodiment records a recorded call between an inquirer who makes an inquiry regarding a service to a call center, and a respondent who answers the inquiry at the call center. extract the keywords related to the inquiry by analyzing the voice of the call, generate history information indicating the history of the inquiry based on the extracted keywords, and show ranked information regarding the inquiry based on the generated history information. The generated ranking information is transmitted to a device that generates ranking information and displays rankings related to inquiries on a homepage related to services based on the generated ranking information.

With this configuration, the inquirer can easily find and resolve frequently asked questions from the ranking information on the home page. Thereby, the frequency of receiving similar inquiries from inquirers can be reduced, and the operational burden on call center operators can be reduced.
Therefore, the business support device 40 according to the present embodiment makes it possible to reduce the business burden on the call center (inquiry desk) operator.

The embodiments of the present invention have been described above. Note that some or all of the functions of the business support device 40 in the embodiment described above may be realized by a computer. In that case, a program for realizing this function may be recorded on a computer-readable recording medium, and the program recorded on the recording medium may be read into a computer system and executed. Note that the "computer system" herein includes hardware such as an OS and peripheral devices. Furthermore, the term "computer-readable recording medium" refers to portable media such as flexible disks, magneto-optical disks, ROMs, and CD-ROMs, and storage devices such as hard disks built into computer systems. Furthermore, a "computer-readable recording medium" refers to a storage medium that dynamically stores a program for a short period of time, such as a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. It may also include a device that retains a program for a certain period of time, such as a volatile memory inside a computer system that is a server or client in that case. Further, the above-mentioned program may be one for realizing a part of the above-mentioned functions, or may be one that can realize the above-mentioned functions in combination with a program already recorded in the computer system. It may be realized using a programmable logic device such as an FPGA (Field Programmable Gate Array).

Although the embodiments of this invention have been described above in detail with reference to the drawings, the specific configuration is not limited to that described above, and various design changes may be made without departing from the gist of this invention. It is possible to do so.

DESCRIPTION OF SYMBOLS 1... business support system, 10... person terminal, 20... CTI system, 30... respondent terminal, 40... business support device, 50... cloud server, 60... CMS server, 410... communication department, 420... storage part, 421... Service information DB, 422... History information DB, 423... Ranking information DB, 430... Control unit, 431... DB update unit, 432... Call audio acquisition unit, 433... Input information acquisition unit, 434... Analysis unit, 435... Search unit , 436...History information generation section, 437...Guidance information generation section, 438...Ranking information generation section, 439...Output control section

Claims (5)

a call audio acquisition unit that obtains recorded call audio of a call between an inquirer who makes an inquiry regarding a service to an inquiry desk and a respondent who answers the inquiry at the inquiry desk;
an analysis unit that analyzes the acquired call voice and extracts keywords related to the inquiry;
a history information generation unit that generates history information indicating a history of the inquiry based on the extracted keyword;
a ranking information generation unit that generates ranking information indicating ranked information regarding the inquiry based on the generated history information;
an output control unit that causes the generated ranking information to be transmitted to a device that displays the ranking related to the inquiry on the homepage related to the service based on the generated ranking information;
A business support device equipped with a storage unit that stores service information indicating detailed information regarding the service;
Furthermore,
The history information is associated with the service information selected by the respondent as an answer to the inquiry for each inquiry;
The ranking information generation unit totals the number of times the service information has been selected as the answer based on the history information for each service information, and ranks the service information according to the number of selections.
The business support device according to claim 1. The ranking information generation unit ranks the service information according to the number of selections for each category of the service information.
The business support device according to claim 2. a call audio acquisition process in which the call audio acquisition unit acquires a recorded call audio between an inquirer who makes an inquiry regarding a service to an inquiry desk and a respondent who answers the inquiry at the inquiry desk; ,
an analysis step in which an analysis unit analyzes the acquired call voice and extracts keywords related to the inquiry;
a history information generation step in which a history information generation unit generates history information indicating a history of the inquiry based on the extracted keyword;
a ranking information generation step in which a ranking information generation unit generates ranking information indicating ranked information regarding the inquiry based on the generated history information;
an output control step in which the output control unit transmits the generated ranking information to a device that displays the ranking related to the inquiry on the homepage related to the service based on the generated ranking information;
business support methods, including computer,
a call audio acquisition means for acquiring a recorded call between an inquirer who makes an inquiry regarding a service to an inquiry desk and a respondent who answers the inquiry at the inquiry desk;
analysis means for analyzing the acquired call voice and extracting keywords related to the inquiry;
history information generation means for generating history information indicating the history of the inquiry based on the extracted keyword;
Ranking information generation means for generating ranking information indicating ranked information regarding the inquiry based on the generated history information;
output control means for transmitting the generated ranking information to a device that displays the ranking related to the inquiry on the homepage related to the service based on the generated ranking information;
A program to function as

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